ISO 9000, service quality and ergonomics

Abstract

This paper addresses some ergonomic issues in the ISO 9000‐based quality assurance. Ergonomics ‐ the study of human factors in engineering and design of systems is briefly touched on. Then, outlines of ISO 9001 and ISO 9004 quality system models are provided, and all 20 requirements requirements of the current ISO 9001:9004 standard are presented in an ergonomic light. Subsequently, human factors in the documentation and implementation of a quality system are illustrated. The relevance of ergonomic studies in the development of service systems is addressed. Finally, a blueprint for an ergonomic assurance system, defined as a set of interrelated resources and processes that function in order to achieve objectives related to ergonomic design and use of products and processes, is provided.

Citation

Karapetrovic, S. (1999), "ISO 9000, service quality and ergonomics", Managing Service Quality: An International Journal, Vol. 9 No. 2, pp. 81-89. https://doi.org/10.1108/09604529910257948