Gestion de calidad

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ISO 9001: 2008 for Small Businesses

About the Author

Ray Tricker (MSc, IEng, CMan FIET, FCMI, FCQI, FIRSE) is the Principal Consultant of Herne European Consultancy Ltd (a company specialising in Quality, Environmental and Safety Management Systems) and is also an established Butterworth-Heinemann author (37 including this one). He served with the Royal Corps of Signals (for a total of 37years) during which time he held various managerial posts culminating in being appointed as the Chief Engineer of NATO’s Communication Security Agency (ACE COMSEC). Most of Ray’s work since joining Herne has centred on the European Railways. He has held a number of posts with the Union International des Chemins de fer (UIC) [e.g. Quality Manager of the European Train Control System (ETCS)] andwith the European Union (EU) Commission [e.g. T500 Review Team Leader, European Rail Traffic Management System (ERTMS) Users Group Project Co-ordinator, HEROE Project Co-ordinator] and currently (as well as writing books on diverse subjects such as Optoelectronics, Medical Devices, ISO 9001:2000, Building, Wiring and Water Regulations for Elsevier under their Butterworth-Heinemann and Newnesimprints!) he is busy assisting Small Businesses from around the world (usually on a no cost basis) to produce their own auditable Quality and/or Integrated Management Systems to meet the requirements of ISO 9001:2008, ISO 14001 and OHSAS 18001. He is also a UKAS Assessor for the assessment of certification bodies for the harmonisation of the Trans-European, High Speed, Railway Network. Recently he hasbeen appointed as the Quality, Safety and Environmental Manager for the Project Management Consultant overseeing the multi-billion Dollar Trinidad Rapid Rail System. One day he might retire! To Lalita with Love – As Always

ISO 9001: 2008 for Small Businesses
(Fourth Edition)

Ray Tricker


Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP, UK 30 Corporate Drive, Burlington, MA 01803, USA First published 1997 Reprinted 1997, 1998, 1999, 2001 Second edition 2001 Reprinted 2001, 2002, 2003 Third edition 2005 Fourth edition 2010 Copyright Ó 2010, Ray Tricker. Published byElsevier Ltd. All rights reserved. The right of Ray Tricker to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988. Permission to reproduce extracts from ISO 9001:2008 is granted by BSI on behalf of ISO under Licence No. 2009ET0048. No part of this publication may be reproduced in any material form (including photocopying or storingin any medium by electronic means and whether or not transiently or incidentally to some other use of this publication) without the written permission of the copyright holder except in accordance with the provisions of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency Ltd, 90 Tottenham Court Road, London, England W1T 4LP, UK.Applications for the copyright holder’s written permission to reproduce any part of this publication should be addressed to the publisher. Permissions may be sought directly from Elsevier’s Science and Technology Rights Department in Oxford, UK. Tel.: (144) (0) 1865 843830; fax: (144) (0) 1865 853333; e-mail: permissions@ You may also complete your request on-line via the ElsevierScience homepage (, by selecting ‘Customer Support’ and then ‘Obtaining Permissions’. British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library. Library of Congress Cataloguing in Publication Data A catalogue record for this book is available from the Library of Congress. ISBN–13: 978-1-85617-861-7 For information...
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