Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic

Topics: Quality assurance, ISO 9000, Quality management Pages: 18 (5450 words) Published: March 10, 2013
Managing Service Quality
Emerald Article: ISO 9000, service quality and ergonomics Stanislav Karapetrovic

Article information:
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: 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: This document has been downloaded 1952 times since 2005. *

Users who downloaded this Article also downloaded: *
Rujirutana Mandhachitara, Yaowalak Poolthong, (2011),"A model of customer loyalty and corporate social responsibility", Journal of Services Marketing, Vol. 25 Iss: 2 pp. 122 - 133 Harold W. Webb, Linda A. Webb, (2004),"SiteQual: an integrated measure of Web site quality", Journal of Enterprise Information Management, Vol. 17 Iss: 6 pp. 430 - 440 Rabiul Ahasan, Daniel Imbeau, (2003),"Who belongs to ergonomics? An examination of the human factors community", Work Study, Vol. 52 Iss: 3 pp. 123 - 128

Access to this document was granted through an Emerald subscription provided by ISLAMIC UNIVERSITY OF GAZA For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Please visit for more information. About Emerald With over forty years' experience, Emerald Group Publishing is a leading independent publisher of global research with impact in business, society, public policy and education. In total, Emerald publishes over 275 journals and more than 130 book series, as well as an extensive range of online products and services. Emerald is both COUNTER 3 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. *Related content and download information correct at time of download.

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...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Essay about ISO 9000
  • Iso 9000 Essay
  • Iso 9000 Essay
  • iso 9000 Essay
  • Iso 9000 and 9001 Essay
  • Strategic Management and Iso 9000 Essay
  • Iso 9000 Essay
  • Iso 9000 Essay

Become a StudyMode Member

Sign Up - It's Free