Sample section of rationale ISO 9000 Quality Policy Manual. Key words: business improvement, organization, TQM, Total Quality Management, procedures, work instructions, ASQ, Ron Kurtus, School for Champions. Copyright © Restrictions
Sample ISO 9000 Quality Policy Manual: Sec. 4.19 Servicing
by Ron Kurtus (14 March 2001)
The following material is section 4.19 of a Quality Policy Manual, used to satisfy the ISO 9001 standard. This material follows the rationale approach to stating company policies and is intended as an example of this approach as well as a sample of a Quality Manual.
For other sections, refer to the Manual Table of Contents
In our company, the products we deliver may occasionally need servicing.
We believe it is important to provide support for the products we sell. This is to avoid the risk of unhappy customers and product returns.
We believe that effective servicing of our products after delivery will result in reduced costs due to eliminating wasted effort and material. It will also ultimately result in increased business due to customer satisfaction from getting expected goods and services.
NOTE: Even when not stated in the contract, some form of product service is expected. When it goes beyond what is expected, the customer can be delighted.
Thus, in order to keep our customers satisfied, it is the policy of this company to follow the ISO 9001 section 4.19 standard on Servicing and always perform servicing that meets the specified requirements, where servicing is specified in the contract.
Where servicing is specified in the contract, we maintain our Procedure 4.19 for performing servicing and verifying that it meets the specified requirements.
Resources and references
ISO Online - International Organization for Standardization website
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Sample Quality Manual: 4.19 Servicing