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QUALITY IMPROVEMENT W. Edwards Deming is best known for his management philosophy establishing quality, productivity, and competitive position. He has formulated 14 points of attention for managers, some of these points are more appropriate for Service Management :
The following diagram is the Shewhart Cycle ( PDCA ) for quality improvement, made popular by Deming. The philosophy is to keep improving the quality of an organization. It is defined by four keys:
The consolidation phase enables the organization to take stock of what has been taking place and to ensure made to processes that require documentation (both to allow processes to be repeatable and to facilitate recognition of the achievement of some form of quality standard). QUALITY STANDARDS The series. However the ISO 9002 and 9003 standards were integrated and one single certifiable standard was created under ISO 9001:2000. Since December 2003, ISO 9002 and 9003 standards are not valid, and the organizations previously holding these standards need to do a transition from the old to the new standards. The document gives guidelines for performance improvement over and above the basic standard (i.e. ISO 9001:2000). The Quality Management System standards created by ISO are meant to certify the processes and the system of an organization and not the product or service itself. ISO 9000 standards do not certify the quality of the product or service. Recently the International Organization released a new standard, ISO 22000 , meant for the food industry. This standard covers the values and principles of ISO 9000 and the HACCP standards. It gives one single integrated standard for the food industry and is expected to become more popular in the coming years in such industry. The most elaborated and accepted concept of quality management is the model of the EFQM Excellence Model . SEE ALSO
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