ISO 9004‐2 quality management system ‐ the way to world‐class service

ISO 9000 series standards and total quality management (TQM) are two widely accepted approaches to quality management. The effectiveness of establishing a quality system on the basis of the former standards depends on the degree of understanding them. The tendency of adopting ISO 9001 and ISO 9002 standards for certification for the service industry, however, may not provide the appropriate quality management system. Service organisations should try to integrate ISO 9004‐2 framework with TQM criteria to establish a fit‐for‐purpose model that can help the organisation provide world‐class service. This paper outlines why and how ISO 9004‐2 standards are used in this report.