Foreword. Introduction. 1. The ISO 9001 Imperative. ISO 9001:2000:What It Is and What It Isn't. Write Down What You Do. Do What You Write Down. Verify That You Are Doing It.

Training Is Critical. ISO 9001 Makes Creative Processes More Efficient. ISO 9001 Is a Launch Pad for Success. The Language of ISO 9000. Why Does It Prevail? Results of Certification. Why Achieve Certification? When Certification Is Not Appropriate. Why Us and Why Now? Is It an Investment or an Expense? 2. A History of ISO 9000.

3. A Case Study at the Dell Computer Asset Recovery Business. Phase 1. Phase 2. Summary. 4. The 2000 Revision. 5.

The Relationship Among ISO 9000:2000, ISO 9001:2000, and ISO 9004:2000. 6. The Five Clauses of ISO 9001:2000. 4 Quality Management System. 5 Management Responsibility. 6 Resource Management. 7 Product Realization. 8 Measurement, Analysis, and Improvement.

7. ISO 9001 Implementation and Transition Strategy. Small Companies. Medium-Sized Companies. Larger and More Mature Companies. Organizations Transitioning from Earlier ISO Standards. 8. Strategic and Tactical Planning.

The Plan Outline. The Tactical Plan. 9. The Implementers and Internal Audits. Successful Internal Auditing. 10. Selecting a Registrar. 11.

Customer Focus and Results Measurement. What Is a Customer? Measuring Results. Continual Process Improvement. 12. Concurrent and Industry Segment Standards. 13. Key Success Strategies. Write Down What You Do.

Implementing the Processes. A Review of Other Key Strategies. 14. ISO 9001 as a Profit Center. 15. The Teachable Business Model. The Teachable Business Model. Appendix A: ISO-Babble and Audit-Babble: A Glossary of ISO 9000 Terms.

Appendix B: Sample Quality Manual. Appendix C: Crosswalks Between ISO 9001:1994 and ISO 9001:2000. Appendix D: An Audit Checklist for ISO 9001:2000. Appendix E: Functions Within a Quality Management System. Index. About the Authors.