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ISO 9004 Quality Management and Quality
System Elements-Guidelines
Chapter 7 Quality in
Marketing
 | Perform market
research. Ask your marketing people to: |
- Determine if there is a
demand for the product you wish to develop.
- Define the market
demand and clarify who needs the product.
- Specify exactly what
customers need and expect from the product.
- Explain customer needs
and expectations to your organization.
- Prepare a product
brief. Ask your marketing people to prepare a product brief. This document is a
preliminary specification. It should describe the product and list customer needs and
requirements.
- Develop a customer feed
back system. Ask your marketing people to develop and maintain a customer feedback system.
Such a system should monitor customer comments, experiences, expectations, and problems,
and provide a basis for improving your products and services.
Chapter 8 Quality in
Specification and Design
- Select a design team.
Select a product design team, define their responsibility and authority, and give them the
resources they need.
- Define a product
development plan. Ask your design team to define the product development project. Ask them
to define a project plan that lists the steps that should be taken and the resources that
will be needed.
| Design your product.
Ask your product design team to: |
- Encourage your
customers to help translate qualitative
expectations into quantitative specifications.
- Translate the product
brief into a set of technical specifications. Define specifications for materials,
products, and processes.
- Ensure that your
product will meet all regulatory requirements.
- Identify the
characteristics that will define the quality of the product.
- Define all of the
characteristics that will be used to control the quality of the process and to plan
process maintenance tasks.
- Specify product and
process testing and measurement methods, and define the technical criteria that should be
used to accept or reject product and process results.
|
- Appoint a design review
team. Appoint a product and process design review team, define their responsibility and
authority, and ask them to develop a design review procedure.
- Develop a design review
procedure. This procedure should be carried out at the end of each phase of the product
development process.
- Perform a
market-readiness review. Before you begin full-scale production, make sure everyone is
ready to bring the product to market.
- Control design changes.
Develop and document procedures to control changes in product and process design.
- Re-evaluate products
and processes. Develop procedures to periodically re-evaluate your products and processes.
- Authorize commercial
production. Ask your senior management to review all documents that discuss the proposed
product and its manufacturing process and give formal approval to proceed with commercial
production.
Where
to Buy the Standard and Other Important Addresses
The ISO
9000 Standard can be purchased through the official sales representative body in each
country. For example, in the United States, the American National Standards Institute
(ANSI) holds the U.S. copyright.
American National Standards Institute 11 West 42nd Street New York, NY 10018 (212)
642-4900 (212) 302-1286 FAX
American Society for Quality, P.O. Box 3005 Milwaukee, WI 53201-3005 (800) 248-1946
(414) 272-8575 (414) 272-1734 FAX
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Last modified:
06/11/2005
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