Quality Progress - May 2017 - 61

Achieving Customer Experience Excellence Through a Quality
Management System
ALKA JARVIS, LUIS MORALES AND ULKA RANADIVE ❚ ASQ QUALITY PRESS ❚ 2016 ❚ 256 PP. ❚ $30
MEMBER ❚ $50 LIST (BOOK).

Research into quality management systems (QMS)-and
achieving results from these
systems-is more than monitoring procedures, measuring
results and taking corrective
action. The core concepts
of this book focus on the
customer's experience as
tangible items. The concepts
also address as procedures
are developed, managed,
made available and delivered.
This book starts with chapter
one defining the customer
experience, and chapter two
reviewing the life cycle of
the experience. These initial
chapters provide a resource
for advanced work, including

scholarly work, in the broad
and complex fields of quality.
The customer's experience
is the point of focus as quality
is delivered through created
and manufactured items. Customer experience is explored
and procedures documented
in a research-based approach.
As strategies are presented
and procedures are facilitated,
the customer experience must
lead to measurable and manageable outcomes. Procedures
for managing, delivering and
documenting the customer
experience are explored in
relation to the ISO 9001:2015
structure.
The last portion of the book

explores the QMS, customer
experience interlock, and
strategies to optimize the
customer experience. Organization and presentation of
specifics to defining, delivering, assessing and managing
customer experience are
included in these documented chapters. Included
is a detailed index that fully
supports the use of this book.
Organization, documentation, use of charts and tables,
graphics and writing style
place this book as a useful
reference in a customer centric
operation.
I recommend this book to
organizations with a person

and team working to deliver
and confirm delivery of customer service. This book also
is an idea generator for those
creating a manual of complex
operations in their organization.
Finally, it should be used by
quality managers researching
the customer experience.
---Gerry Brong, Ellensburg, WA

The ISO 9001:2015 Implementation Handbook: Using the Process
Approach to Build a Quality Management System
MILTON P. DENTCH ❚ ASQ QUALITY PRESS ❚ 2016 ❚ 168 PP. ❚ $30 MEMBER ❚ $50 LIST (BOOK AND CD-ROM).

The race is on, and the Sept. 14, 2018 deadline to transition from the ISO 9001:2008 to the ISO
9001:2015 is fast approaching. There are still currently certified ISO 9001:2008 organizations, as
well those seeking certification for the first time, that have not made the change or started planning
for the transition. This book should help such organizations by providing them with a well thought
out approach for aligning their existing practices to the ISO 9001:2015 requirements efficiently,
maintaining and improving them.
Chapter one includes the history and chronology of ISO 9000, followed by chapter two in which
the author provides a concise, yet helpful, introduction to the plan-do-check-act (PDCA) method
and applying this approach in the ISO 9001:2015-based quality management system (QMS).
Chapters three through 10 cover the main clauses of ISO 9001:2015. Each chapter includes the ISO
9001:2015 requirement along with the corresponding ISO 9001:2008 requirements, followed by an
in-depth clarification of each requirement. Finally, a list of audit questions is supplied to assess the
current level of conformance to the requirements.
Chapter 11 includes interpretation guidance that could potentially reduce the ambiguities in some
clauses of the standard and clarifies the intent of the requirements. In the same chapter, the author
provides an insight into the benefits of removing the preventive action requirements with the goal
of preventing potential nonconformance to the standard. This allows organizations to use techniques that have proven to be effective in addressing the preventive action requirements.
The main advantage of reading this book is that it includes comments and insights from the
author, who has extensive experience in conducting ISO 9001-based QMS audits in many organizations in a wide variety of industries.
---Herzl Marouni, Houston

qualityprogress.com ❘ May 2017

QP 61


http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - May 2017

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Field Notes
Mind the Gaps
Solid Footing
Are These the Same?
New Tricks for an Old Tool
Innovation Imperative
Experience More
Career Coach
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Back to Basics
Quality Progress - May 2017 - intro
Quality Progress - May 2017 - cover1
Quality Progress - May 2017 - cover2
Quality Progress - May 2017 - 1
Quality Progress - May 2017 - 2
Quality Progress - May 2017 - 3
Quality Progress - May 2017 - 4
Quality Progress - May 2017 - 5
Quality Progress - May 2017 - Seen and Heard
Quality Progress - May 2017 - Expert Answers
Quality Progress - May 2017 - Progress Report
Quality Progress - May 2017 - Mr. Pareto Head
Quality Progress - May 2017 - 10
Quality Progress - May 2017 - 11
Quality Progress - May 2017 - Field Notes
Quality Progress - May 2017 - 13
Quality Progress - May 2017 - 14
Quality Progress - May 2017 - 15
Quality Progress - May 2017 - Mind the Gaps
Quality Progress - May 2017 - 17
Quality Progress - May 2017 - 18
Quality Progress - May 2017 - 19
Quality Progress - May 2017 - 20
Quality Progress - May 2017 - 21
Quality Progress - May 2017 - 22
Quality Progress - May 2017 - 23
Quality Progress - May 2017 - Solid Footing
Quality Progress - May 2017 - 25
Quality Progress - May 2017 - 26
Quality Progress - May 2017 - 27
Quality Progress - May 2017 - 28
Quality Progress - May 2017 - 29
Quality Progress - May 2017 - Are These the Same?
Quality Progress - May 2017 - 31
Quality Progress - May 2017 - 32
Quality Progress - May 2017 - 33
Quality Progress - May 2017 - 34
Quality Progress - May 2017 - 35
Quality Progress - May 2017 - New Tricks for an Old Tool
Quality Progress - May 2017 - 37
Quality Progress - May 2017 - 38
Quality Progress - May 2017 - 39
Quality Progress - May 2017 - 40
Quality Progress - May 2017 - 41
Quality Progress - May 2017 - 42
Quality Progress - May 2017 - 43
Quality Progress - May 2017 - Innovation Imperative
Quality Progress - May 2017 - 45
Quality Progress - May 2017 - 46
Quality Progress - May 2017 - Career Coach
Quality Progress - May 2017 - 48
Quality Progress - May 2017 - 49
Quality Progress - May 2017 - Statistics Spotlight
Quality Progress - May 2017 - 51
Quality Progress - May 2017 - 52
Quality Progress - May 2017 - 53
Quality Progress - May 2017 - Standard Issues
Quality Progress - May 2017 - 55
Quality Progress - May 2017 - 56
Quality Progress - May 2017 - 57
Quality Progress - May 2017 - Marketplace
Quality Progress - May 2017 - 59
Quality Progress - May 2017 - Footnotes
Quality Progress - May 2017 - 61
Quality Progress - May 2017 - 62
Quality Progress - May 2017 - 63
Quality Progress - May 2017 - Back to Basics
Quality Progress - May 2017 - cover3
Quality Progress - May 2017 - cover4
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