Well, this is it, folks! Thank you to everyone for your participation for the past 52 weeks.  Your comments have been thought provoking and helpful to many.  And with so many companies beginning to seriously consider their strategy for conversion to ISO9001:2015, these weekly posts will be there to look back upon as we move forward. With the New…

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9.3 Management Review This week’s topic is near and dear to my heart.  Every business I’ve worked with has underutilized this tool.  Many companies do it simply to meet the requirement, and do not fully embrace the idea that this IS the heart and soul of a good management system. “9.3.1 General Top management shall…

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9.2 Internal audit (9.2.1, 9.2.2) This week is a double feature to include the entire 9.2 Internal audit clause.  Internal audits are one of the most underutilized tools in management systems.  The whole notion of internal audits can invoke fear for the auditees, and nuisance work for auditors.  This is one of the most important…

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9.1.2 Customer satisfaction Let me start this week’s discussion with the observation that this section is awkwardly constructed (in my opinion).  The section introduces itself as being about performance monitoring, then shifts gears and pulls out one of the specific areas to be monitored, then shifts back to describing types and methods of monitoring performance. …

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