ISO 9001 and ISO 9004 were created as a “consistent pair” of standards so that businesses that wanted to exceed the requirements of 9001 could use the principles of 9004 to move towards business excellence. In this paper, opinions from Canadian quality standardization experts were used to...

Purpose – Many organizations with quality management programs in place have also engaged in downsizing. Aims to show how employees' perceptions of their organization's quality management practices provide some indication of how organizational downsizing affects an organization's quality...

Purpose – The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the...

Purpose – The purpose of this paper is to present the key findings of a colloquium on ISO 14001. The colloquium focused on three key areas: critical loops and synergies among management system elements, the full spectrum of management system auditing, and integrating management systems....

Presents a set of quality measures which can be used to evaluate the effectiveness of credit scoring models. These measures comprised standard performance statistics in order to ensure widespread applicability. Calculates quality measures for actual scoring models in place at a Canadian bank.