Service Quality Manual Sample

ISO documentation practices, requirements


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?


Thank you for contacting ASQ.  ASQ offers sample quality manuals, in a variety of file formats.  Here’s a summary of what the sample manual contains:

“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.”