ISO 9000 Quality Systems Handbook - updated for the ISO 9001:2008 standard: 6th Edition (Paperback) book cover

ISO 9000 Quality Systems Handbook - updated for the ISO 9001:2008 standard

6th Edition

By David Hoyle

© 2009 – Routledge

804 pages

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Paperback: 9781856176842
pub: 2009-05-23
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About the Book

Whether you are establishing a quality management system for the first time or improving your existing system, this best-selling guide to effective quality management using the ISO 9000 family of standards as a framework for business process management (BPM) and improvement is an essential addition to your quality bookshelf.

For newcomers to the field and those needing a refresh on the fundamental principles, quality expert David Hoyle covers the crucial background including the importance and implications of quality system management, enabling those seeking ISO 9001 certification to take a holistic approach that will bring about true business improvement and sustained success.

Packed with insights into how the standard has been used, misused and misunderstood, ISO 9000 Quality Systems Handbook will help you to build an effective management system, help you decide if ISO 9001 certification is right for your company and gently guide you through the terminology, requirements and implementation of practices to enhance performance.

With chapter headings matched to the structure of the standard and clause numbers included for ease of reference, each chapter now also begins with a preview to help you decide which to study and which to skip. The book also includes essential concepts and principles, important issues to be understood before embarking upon implementation, different approaches that can be taken to achieving, sustaining and improving quality, and guidance on system assessment, certification and continuing development. Clear tables, summary checklists and diagrams make light work of challenging concepts and downloadable template report forms, available from the book's companion website, take the pain out of compiling the necessary documentation.

Don't waste time trying to achieve certification without this tried and trusted guide to improving your business—let David Hoyle lead you towards a better quality management system and see the difference it can make to your processes and profits!


"This book is a must have for not only students of quality and quality practitioners, including auditors, but also executives looking for improved performance of their organisations." Paul Harding, Managing Director SAQI, e-Quality edge South Africa

Published reviews of previous editions:

"The definitive text on how to implement a quality management system 'the right way'. Written in plain English. A great read."

Momentum Magazine, 2002

"With its emphasis throughout on process improvement, the book is a must for anyone in the business of implementing or interpreting ISO 9001:2000 and, more importantly, looking to gain added value and enhanced organisational performance from it."

Quality World, 2002

Table of Contents

Putting ISO 9000 in context

Defining and characterizing quality

The importance and role of stakeholders

Anatomy of the standards

A practical guide to using these standards

A flawed approach

A systems approach

A process approach

A behavioural approach

Establishing a quality management system

Documenting a quality management system

Document control

Management commitment

Customer focus

Quality policy

Quality objectives and planning

Responsibility, authority and communication

Management review

Determining and providing resources

Human resources


Work environment

Planning product realization processes

Customer-related processes

Design and development


Production and service provision

Monitoring, measurement, analysis and improvement processes

Customer satisfaction

Internal audit

Measurement and monitoring of products and processes

Control of monitoring and measuring equipment

Control of nonconforming product

Analysis of data

Continual improvement

Corrective action

Preventive action

Self assessment

System certification

Beyond ISO 9001 certification

Related web sites

Related standards



Subject Categories

BISAC Subject Codes/Headings:

Student Resources