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ISO 9001:2015 A Pocket Guide by Nick Orchiston, Steve Watkins

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CHAPTER 3: USEFUL DEFINITIONS

Although ISO standards aim for clear and concise language, some terms have specific definitions and ramifications for quality management. The Standard itself references ISO 9000:2015 for explanations of relevant terms and definitions, but some additional commentary is useful for clarity, especially if you are new to management systems in general.

Quality

As noted earlier, quality does not necessarily mean that a product or service is provided to the highest standard; rather, it means that it is provided to the standard that the organisation sees fit. As ISO 9000:2015 states, “The quality of an organization’s products and services is determined by the ability to satisfy customers and the intended and unintended impact ...

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