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

6th Edition

Using the standards as a framework for business improvement

Authors: David Hoyle
Paperback ISBN: 9781856176842
Imprint: Butterworth-Heinemann
Published Date: 23rd May 2009
Page Count: 824


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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 Hoyl

Key Features

Reduce your need for expensive training and consultancy services with this authoritative, clear and unambiguous guide to quality management from one of the world’s foremost experts on the ISO 9000 family of standards.
Develop a process based management system that enables your organization to satisfy its customers and other stakeholders as well as conform to ISO 9001:2008 with hard-won information from quality auditors and industry experts.
* Explains the concepts and requirements with compelling case studies, summaries of the essential learning points and check lists to ensure certification is achieved without delays caused by oversights. Downloadable template report forms also available on the book's companion website!


Quality Managers; Quality Auditors; Business Managers and Analysts; Quality and Business Consultants for manufacturing and service organisations; IT specialists; Directors of SMEs; Training and education sectors; Members of quality organizations and associations, including the Chartered Quality Institute (CQI) in the UK and the American Society of Quality (ASQ) in the US.

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


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Paperback ISBN:

About the Author

David Hoyle

David Hoyle is an international management consultant with over 30 years' experience in quality management. He has held senior positions in quality management with British Aerospace and Ferranti International and worked with such companies as General Motors, the UK Civil Aviation Authority and Bell Atlantic on their quality improvement programmes. As well as delivering quality management and auditor training courses throughout the world, he has participated in various industry councils and committees, including the Institute of Quality Assurance.

Affiliations and Expertise

International management consultant with over 30 years' experience in quality management


"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