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My company is in the process of ISO 9000:2000 certification. We make assembly tooling, we will also put in controls (PLC’c, I/O’s Computers, software, logic etc) on automation equipment designed by other companies. Along with this we also service/repair/trouble shoot existing (older) machines in the market. The nature of our work is that of a job shop, we work on a ‘project’ basis. The core business-system of handling the projects varies greatly, (size of a project ~ $500 - $750K standard deviation being very large). When I look at it with the ISO 9K lenses it’s a very complex system, but in reality it isn’t there are only 30 employees who change many hats during the course of the day.
All the people involved in operations and the management (also the owners) are very committed to making quality products, (it just translates into survival for smaller corporations like us). The management is very supportive of my efforts and wants to implement the quality system hand in glove to their business system. I am however finding it increasingly challenging to develop a system of records that satisfy all the requirements of the standard and not translate into loads of paperwork and unnecessary documentation that we do not really use.
With this background I would really appreciate any one giving some ideas/tips or a sample quality manual that addresses small scale job shops or tool rooms.
Second part of the problem (which is a little more specific), I have trouble with the ‘service’ process. When our engineers go out and service some one else’s machines. There is no spec or definitive ‘process’ that they use every time, (each job is different and the ways in which service is carried out is dependant on number of factors: mostly common sense). I have a very loose service procedure and for now service personnel generate a service report which I use as a quality record (IMO, it hardly is); we had started customer satisfaction survey after every service, but stopped it after reports from our feild service guys that clients were getting irritated at large number of surveys. Any suggestions on how to handle service/repair of machines as a process that satisfies ISO 9K requirements in this type of setting?
and sorry for the long post 
All the people involved in operations and the management (also the owners) are very committed to making quality products, (it just translates into survival for smaller corporations like us). The management is very supportive of my efforts and wants to implement the quality system hand in glove to their business system. I am however finding it increasingly challenging to develop a system of records that satisfy all the requirements of the standard and not translate into loads of paperwork and unnecessary documentation that we do not really use.
With this background I would really appreciate any one giving some ideas/tips or a sample quality manual that addresses small scale job shops or tool rooms.
Second part of the problem (which is a little more specific), I have trouble with the ‘service’ process. When our engineers go out and service some one else’s machines. There is no spec or definitive ‘process’ that they use every time, (each job is different and the ways in which service is carried out is dependant on number of factors: mostly common sense). I have a very loose service procedure and for now service personnel generate a service report which I use as a quality record (IMO, it hardly is); we had started customer satisfaction survey after every service, but stopped it after reports from our feild service guys that clients were getting irritated at large number of surveys. Any suggestions on how to handle service/repair of machines as a process that satisfies ISO 9K requirements in this type of setting?
and sorry for the long post 

