Interpreting ISO 9000 for Services: Solutions from Registered Organizations

Using actual case studies, Interpreting ISO 9000 for Services: Solutions from Registered Organizations illustrates how to implement a successful ISO 9000 system. Filled with practical ideas, strategies, and tactics that can be tailored to meet the specific needs of an organization, the text guides readers to overcome the limits of a manufacturing perspective and the terminology barriers associated with ISO 9000. In a clear and concise manner, employing service-oriented language, it dispels common misconceptions and translates the standards requirements of each section, so as to provide a thorough analysis of the value and benefits of an ISO 9000-based management system.

C.W. Russ Russo, Ed.D., has been an independent consultant for the past ten years. His primary work is with training and educational organizations interested in process improvement and practical application of quality topics to training functions. He also has worked with a variety of companies to develop process improvement teams. He is the author of ISO 9000 and Malcolm Baldrige in Training and Education (Charro Publishers, 1995).

Tracy Callaway Russo, Ph.D., for 16 years was Senior Vice-President at Knight-Ridder Financial Information, a real-time financial market news and market process service. She has a doctorate in communication studies and is now assistant professor at the University of Kansas and Director of their Regents Center Graduate Program in Communications Studies. In addition, she consults with companies preparing applications for the Malcolm Baldrige National Quality Award and related state awards.