May, 2003 Newsletter Articles

ISO 10012 for Measurement Management Systems

May 20, 2003 in Newsletter | 0 comments

ISO 10012:2003 has been released. Its title is Measurement Management Systems – Requirements for Measurement Processes and Measuring Equipment. It replaces ISO 10012-1:1992, Quality Assurance Requirements for Measuring Equipment – Part 1: Metrological Confirmation System for Measuring Equipment and ISO 10012-2:1997, Quality Assurance for Measuring Equipment – Part 2: Guidelines for Control of Measurement Processes. You can order an electronic copy for $60.00 at ANSI’s Electronic Standards...

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Book Review: Customer Satisfaction

May 20, 2003 in Newsletter | 0 comments

Craig Cochran is the author of a book titled, “Customer Satisfaction: Tools, Techniques, and Formulas for Success”. Craig begins by explaining how different customers can use the same product and yet have radically different views of its quality. He presents five tools to help your organization monitor and analyze customer satisfaction: 1. Call Reports – use of existing communication systems to probe customer perceptions 2. Field Reports – visits to customer sites to gather more in-depth information 3. Comment Cards...

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Toughest ISO 9001:2000 Requirements (8.2.1)

May 20, 2003 in Newsletter | 0 comments

In an earlier newsletter, I identified twelve ISO 9001:2000 clauses as the toughest requirements to understand and meet with conforming practices. Clauses 4.1, 5.1, 5.4.1, 6.3, 7.3.1, and 7.5.2 have been addressed in past newsletters. This article picks up with clause 8.2.1, Customer Satisfaction: As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and...

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Writing for a Global Audience

May 20, 2003 in Newsletter | 0 comments

The English language contains thousands of idioms (phrases not meant to be taken literally). We use them in our speech so they may appear in documents. For example, “just as soon” should be “quickly” to avoid confusing readers of our documents in other countries. The specialized or technical language of a trade or profession is called jargon. Be careful to use only commonly accepted terms. Your local jargon may be unknown to the rest of the world. For example, a “seamless” process should be called a “well-integrated”...

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Checklist for Creating Procedures

May 20, 2003 in Newsletter | 0 comments

Keep this checklist of questions handy when writing a procedure: 1. What is the objective of the process? Know its purpose before starting. 2. Which activities are part of the scope? Agree on the coverage of activities. 3. Who is responsible for these activities? Identify the key process players. 4. What are the inputs and who supplies them? Identify the inputs and suppliers. 5. What are the outputs and who receives them? Identify the outputs and customers. 6. What is referred to as an information source? Identify any reference...

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