Service Quality Manual sample


Q: I have just started in a new position.  I was wondering if you have available a “sample” of a services quality management program manual?  And/or “sample” policies and procedures which a service organization would normally have?

A:Thank you for contacting ASQ.  I received your request for a sample services quality management program manual.  I did find a sample quality manual geared toward the service industry in the ASQ Knowledge Center.  It is a free PDF based on a fictitious organization.  I have included a summary of what the sample manual contains below:

“The example quality manual (QM) is designed for a service-providing organization that wishes to demonstrate conformance to the requirements of ANSI/ISO/ASQ Q9001-2008 American National Standard: Quality management systems — Requirements. The example manual also demonstrates that a single manual can be used to show conformance or compliance to a number of additional requirements, such as government regulations. There is no need to have a separate QM for each, but it is advisable to have a matrix showing how the QM addresses each set of requirements. In this case, the example QM is for an imaginary US airline, so certain items of the Federal Aviation Regulations are addressed. Examples of other different areas that could be addressed in a QM include health and safety, environmental concerns, financial accounting, corporate ethics, major customer requirements, and more. The idea is that the “quality manual” should not be a static document seen only by the “quality” department – it should be a dynamic business operating manual that describes “how we do business” everywhere in your organization.”

I hope that this is what you are looking for.  Please let me know if you have any questions or if you need additional assistance.

Best regards,

ASQ Research Librarian
Milwaukee, WI

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