BS 5750-8:1991

Committees responsible
National foreword
Introduction
Guide
1 Scope
2 Normative references
3 Definitions
4 Characteristics of services
4.1 Service and service delivery characteristics
4.2 Control of service and service delivery
     characteristics
5 Quality system principles
5.1 Key aspects of a quality system
5.2 Management responsibility
5.3 Personnel and material resources
5.4 Quality system structure
5.5 Interface with customers
6 Quality system operational elements
6.1 Marketing process
6.2 Design process
6.3 Service delivery process
6.4 Service performance analysis and improvement
Annexes
A Examples to which this part of ISO 9004 may be
     applied
B Cross-reference of quality system elements and
     clauses
C Bibliography
Figures
1 Product content in a service continuum
2 Key aspects of a quality system
3 Service quality loop

Guidance on the quality system elements of organizations that provide services. It is closely linked with service needs and terminology and will enable management in this field to obtain and provide quality assurance.