Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic

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Managing Service Quality
Emerald Article: ISO 9000, service quality and ergonomics Stanislav Karapetrovic

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To cite this document: Stanislav Karapetrovic, (1999),"ISO 9000, service quality and ergonomics", Managing Service Quality, Vol. 9 Iss: 2 pp. 81 - 89 Permanent link to this document: http://dx.doi.org/10.1108/09604529910257948 Downloaded on: 17-10-2012 References: This document contains references to 27 other documents Citations: This document has been cited by 3 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 1952 times since 2005. *

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Perspectives ISO 9000, service quality and ergonomics
Stanislav Karapetrovic

1. Introduction
In the last decade or so, we have witnessed an explosion of quality-related standards and regulations. As a result of the continuous quest for better “quality” of products and services offered to customers, the International Organization for Standardization introduced the ISO 9000 series of quality management and quality assurance standards in 1987. The series currently includes three models for quality assurance (ISO 9001, ISO 9002 and ISO 9003), guidelines for quality management (ISO 9004), and two supporting documents: ISO 9000 Guidelines for Model’s Selection and Use and ISO 8402 Quality Vocabulary (Figure 1). The ISO 9000 standards have been accepted worldwide, with more than 200,000 organizations already registered. The standards present a sound basis for assuring the customer of quality of products and services, as well as the processes that create them. Several other quality-related standards have since emerged, such as the automotive standards QS 9000, environmental management standards ISO 14000, and emerging health and safety international standards (Figura, 1996). The upcoming revision of ISO 9000 standards in the year 2000 (now in the form of a Technical Committee Draft) is expected to further facilitate the use of quality assurance methods the world over. Another commonly used phrase from the 1980s and 1990s has been total quality management (TQM): an integrated approach to the management of quality with special emphasis on delighting customers and improving the wellbeing of all...
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