Endnotes

[1] Guidance on the terminology used in ISO 9000:2000: http://www.iso.ch/iso/en/iso9000-14000/iso9000/2000rev8.html.

[2] The role of the Shewhart Control Chart and the development of the continuous improvement cycle is introduced in both Juran, J. M., Juran on Quality by Design, The Free Press, 1992, and Deming, W. Edwards, Out of the Crisis, Cambridge, MA: MIT Press, 1986. Dr. Deming is very clear on the fact that the Deming cycle is based on the original Shewhart cycle.

[3] Based on the work of Dr. Anthony F. Costonis, president and founder of Corporate Development Services, Inc., of Lynnfield, MA, at http://www.Corpdevelopment.com.

[4] See, for example, Hoyer, R.W., and Brooke B. Y. Hoyer, "What is Quality?" Quality Progress, at http://www.asq.org, July 2001, p. 53.

[5] Joann Muller summarizes the cost of poor quality for Ford in Business Week, June 25, 2001, p. 80. Ms. Muller notes that "Quality problems and related production delays cost the company more than $1 billion in lost profits last year alone." The Firestone tire fiasco "cost Ford about $500 million."

[6] ISO 9000:2000: Clause 3.1.1 Quality.

[7] Whenever I do a certification audit, I do not ask what the quality policy is. This would require rote memorization. Instead, I ask what quality means to the employee. The answers are enlightening (e.g., "Looks perfect, nice shape, good condition," "Do it right the first time," "Product that is workable," "The way it is supposed to be," "Get a repeat order," "Make the customer happy," "Something I would buy myself," and "Meet customer specs").

[8] The pervasiveness of measurement in the Standard has, rightfully, become a popular publication topic. See, for example: Olivier, Daniel P., and Paschal Dwane, "Using Measurement to Improve Quality," Medical Device and Diagnostic Industry, October 2001, p. 84, at http://devicelink.com/mddi.

[9] The integration of the Shewhart cycle by the ISO/TC 176 committee is discussed in, "Guidance on the Process Approach to Quality Management Systems," ISO/TC 176/SC 2/N544, December 2000, at http://www.iso.ch/9000e/2000rev_9e.htm.

[10] For a lucid discussion of the various applications of the Shewhart cycle refer to "What Deming Told the Japanese in 1950," QMJ, Fall 94, p. 9.

[11] The ISO 9000 Family: http://www.iso.ch/iso/en/iso9000-14000/iso9000/selection_use/iso9000family.html.

[12] Section 1.4 of ISO 9004:2000.

[13] Paton, Scott Madison, "Will the Baldrige Endure?" Quality Digest, May 2001, p. 4, at http://www.qualitydigest.com.

[14] See, for example, Hsu, Sangem "ISO 9004 Finally Measures up to Excellence," Quality Systems Update, February 2001, p. 15, and West, Jack, "ISO 9000:2000—Direction, Changes, and Opportunities," European Quality Institute, 2000, Section 8, http://www.iso9000directory.com.

[15] See, for example, Marash, Stanley A., "Fusion Management, Part One, Comparing Business Process Models," Quality Digest, June 2001, p. 22, The Memory Jogger 9000/2000, GOAL QPC, p. 157, at http://www.goalqpc.com, and Tonk, Hampton Scott, "Integrating ISO 9001:2000 and the Baldrige Criteria," Quality Progress, August 2000, p. 51.

[16] Baldrige National Quality Program 2002, "Criteria for Performance Excellence," NIST, Technology Administration, Department of Commerce, Gaithersburg, MD, at http://www.qualilty.nist.gov.

[17] American National Standard, Quality Management Systems—Fundamentals and Vocabulary, ISO 9000:2000, American Society for Quality, Milwaukee, WI, December 13, 2000, p. ix, at http://qualitypress.asq.org

[18] American National Standard, Quality Management Systems—Requirements, ISO 9001:2000, December 13, 2000.

[19] Our documentation taxonomy is based on the work of Robert E. Horn, founder of Information Mapping, Inc., Waltham, MA, at http://www. infomap.com. See, for example, "Mapping Hypertext," Lexington Institute, 1989.