October, 2012 Newsletter Articles

Scope for ISO 20000

Oct 1, 2012 in Newsletter | 0 comments

ISO 20000-1:2011, “Information technology – Service management – Part 1: Service management system requirements”, specifies the requirements to plan, establish, implement, operate, monitor, review, maintain, and improve a Service Management System (SMS). The requirements include the design, transition, delivery, and improvement of services to fulfill the agreed to service requirements. Although the requirements in ISO 20000-1 do not change with organizational structure, technology, or service, operating the processes in...

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Spotting Fake Products

Oct 1, 2012 in Newsletter | 0 comments

From vital medicines to sophisticated airplane parts, failure to identify counterfeit products can result in serious harm to users. The new ISO 12931:2012, “Performance criteria for authentication solutions used to combat counterfeiting of material goods”, will make it easier to expose fakes, everywhere in the world. As a result, the new standard should increase consumer confidence, make supply chains more secure, and help public authorities to create and implement preventive, deterrent, and punitive policies. Counterfeiting has...

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ISO 9001:2015 Plans

Oct 1, 2012 in Newsletter | 0 comments

Since the publication of the minor amendment to ISO 9001 in 2008, the ISO organization has been carrying out extensive research and preparation for the next major ISO 9001 revision planned for 2015. This activity has included: Participating in the work aimed at increasing the alignment of ISO’s management system standards by developing a common high-level structure, common definitions, and some common text (see my July article on New Clauses and Annex SL of the ISO Directives) Studying the latest trends in quality management,...

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Customer Satisfaction

Oct 1, 2012 in Newsletter | 0 comments

The new ISO 10004:2012 standard provides guidance in defining and implementing processes to monitor and measure customer satisfaction. It is intended for use by organizations regardless of type, size, or product provided. The focus of ISO 10004:2012 is on customers external to the organization. ISO 10004:2012, which replaces ISO/TS 10004:2010, is part of the ISO 10000 series of standards on customer satisfaction: ISO 10001:2007 provides guidance on codes of conduct ISO 10002:2004 (Corrigenda 1: 2009) covers complaints handling ISO 10003:2007...

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Webinar on Audit Checklists

Oct 1, 2012 in Newsletter | 0 comments

Webinar: Improve Your Audit Checklist Presenter: Larry Whittington Date: Wednesday, October 10, 2012 Time: 1:00 PM ET (10:00 AM PT) Duration: One Hour Price: $199 Click Here to Register Description: Are audit checklists dead? No. However, to be an effective tool, they should be restructured to drop the canned clause-based questions and identify the expected evidence. Are you considering use of an audit checklist? Have you been told they are no longer recommended and may even cause audits to be ineffective? Before deciding if checklists are...

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