Total Quality Management - CII Institute of Logistics

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Total Quality Management party on – site audit of your company’s operations against the requirements of the appropriate standard. Upon successful completion of this audit, your company will receive a registration certificate that identifies your quality systems as being in compliance with ISO 9001, 9002 or 9003. Your company will also be listed in a register maintained by the accredited third party registration organization. You may publicize your registration and use the third party register’s certification mark on your advertising, letterheads and other publicity materials (but not on your products). At present BIS is available in India for Registration and also many other countries have established their registration bodies and are willing to extend the same to India. Invoking third party assessment and registration to ISO 9000 criteria is becoming a basic principle in the European Community to eliminate trade barriers within the world’s largest market. This EC focus on quality and third party assessment has been a major (Possibly the major) stimulus to adoption of IO 9000 in the rest of the world. THE STANDARD IN SERVICES – ISO 9004 PART II WHERE DOES IT APPLY? Catering Hotels Tourism Entertainment Media Air, Road, Rail and Sea Travel Telecommunications Postal Hospital Doctors Dentists, Opticians Public Services Legal and Education ……and many more CII Institute of Logistics 114 Website: www.ciilogistics.com
Total Quality Management QUALITY IN SERVICES Service Requirements Delivery Requirements SERVICE REQUIREMENTS QUANTITATIVE Waiting Time Delivery Time Accuracy of Service Completeness of Service Accuracy of Billing QUALITATIVE Credibility Accessibility Security Responsiveness Courtesy Comfort Aesthetic Hygiene DELIVERY REQUIREMENTS QUANTITATIVE Service Capacity Quantity of Stores CII Institute of Logistics 115 Website: www.ciilogistics.com
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Total Quality Management - CII Institute of Logistics

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