AS 3904.2-1992

1 - AS 3904.2-1992 QUALITY MANAGEMENT AND QUALITY SYSTEM ELEMENTS PART 2: GUIDELINES FOR SERVICES
4 - Preface
5 - Introduction
6 - Contents
7 - 1 Scope
7 - 2 Normative references
8 - 3 Definitions
8 - 3.1 organization
8 - 3.2 supplier
8 - 3.3 sub-contractor
8 - 3.4 customer
8 - 3.5 service
8 - 3.6 service delivery
8 - 3.7 quality
8 - 3.8 quality policy
8 - 3.9 quality management
8 - 3.10 quality system
8 - 4 Characteristics of services
8 - 4.1 Service and service delivery characteristics
9 - 4.2 Control of service and service delivery characteristics
9 - 5 Quality system principles
9 - 5.1 Key aspects of a quality system
9 - 5.2 Management responsibility
9 - 5.2.1 General
9 - 5.2.2 Quality policy
9 - 5.2.3 Quality objectives
10 - 5.2.4 Quality responsibility and authority
10 - 5.2.5 Management review
10 - 5.3 Personnel and material resources
10 - 5.3.1 General
10 - 5.3.2 Personnel
10 - 5.3.2.1 Motivation
11 - 5.3.2.2 Training and development
11 - 5.3.2.3 Communication
11 - 5.3.3 Material resources
11 - 5.4 Quality system structure
11 - 5.4.1 General
12 - 5.4.2 Service quality loop
13 - 5.4.3 Quality documentation and records
13 - 5.4.3.1 Documentation system
13 - 5.4.3.2 Documentation control
13 - 5.4.4 Internal quality audits
14 - 5.5 Interface with customers
14 - 5.5.1 General
14 - 5.5.2 Communication with customers
14 - 6 Quality system operational elements
14 - 6.1 Marketing process
14 - 6.1.1 Quality in market research and analysis
14 - 6.1.2 Supplier obligations
15 - 6.1.3 Service brief
15 - 6.1.4 Service management
15 - 6.1.5 Quality in advertising
15 - 6.2 Design process
15 - 6.2.1 General
15 - 6.2.2 Design responsibilities
16 - 6.2.3 Service specification
16 - 6.2.4 Service delivery specification
16 - 6.2.4.1 General
16 - 6.2.4.2 Service delivery procedures
16 - 6.2.4.3 Quality In procurement
17 - 6.2.4.4 Supplier-provided equipment to customers for service and service delivery
17 - 6.2.4.5 Service identification and traceability
17 - 6.2.4.6 Handling, storage, packaging, delivery and protection of customers' possessions
17 - 6.2.5 Quality control specification
17 - 6.2.6 Design review
17 - 6.2.7 Validation of the service, service delivery and quality control specifications
18 - 6.2.8 Design change control
18 - 6.3 Service delivery process
18 - 6.3.1 General
18 - 6.3.2 Supplier’s assessment of service quality
18 - 6.3.3 Customer’s assessment of service quality
19 - 6.3.4 Service status
19 - 6.3.5 Corrective action for nonconforming services
19 - 6.3.5.1 Responsibilities
19 - 6.3.5.2 Identification of nonconformity and corrective action
19 - 6.3.6 Measurement system control
19 - 6.4 Service performance analysis and Improvement
19 - 6.4.1 General
19 - 6.4.2 Data collection and analysis
20 - 6.4.3 Statistical methods
20 - 6.4.4 Service quality improvement
21 - Annex A - Examples to which this part of ISO 9004 may be applied
22 - Annex B - Cross-reference of quality system elements and clauses
24 - Annex C - Bibliography
25 - Appendix AA - Additional guidance for Australia and New Zealand

Provides guidelines for the establishment of a quality management system for services with the primary objective of preventing unsatisfactory services. This Standard is identical with and has been reproduced from ISO 9004-2:1991. Identical with NZS 9004.2:1992 and produced as a Joint Australian/New Zealand Standard.

This part of ISO 9004 gives guidance for establishing and implementing a quality system within an organ-ization. It is based on the generic principles of internal quality management described inISO 9004:1987 and provides a comprehensive over-view of a quality system specifically for services.This part of ISO 9004 can be applied in the context of developing a quality system for a newly offered or modified service. It can also be applied directly when implementing a quality system for an existing service. The quality system embraces all the processes needed to provide an effective service, from marketing to delivery, and includes the analysis of service provided to customers.The concepts, principles and quality system elements described are applicable to all forms of service, whether solely of a service character or in combination with the manufacture and supply of a product. This can be shown as a continuum ranging from a situation where the service is directly related to a product to a situation where there is little product involved. Figure 1 illustrates this concept for three types of service.NOTE 1 Equipment or facilities may also be directly involved in providing a service, for example, vending machines or automatic banking machines.

In Australia.
First published as AS 3904.2(Int)-1990.
AS 3904.2(Int)-1990 revised and redesignated AS 3904.2-1992.
In New Zealand.
First published as NZS 9004.2(Int):1990.
NZS 9004.2(Int):1990 revised and redesignated NZS 9004.2:1992.