Summary This chapter will review the development of quality management systems and explain how customer satisfaction measurement fits into ISO 9001:2000. Specifically we will cover:

(a) The historical origins of ISO 9000. (b) The components of the ISO 9001:2000 family of standards. (c) The customer-focused philosophy of ISO 9001:2000. (d) The specific requirements for customer satisfaction measurement within

ISO 9001:2000. (e) The transition from ISO 9000:1994 to ISO 9001:2000.