Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic

To reboot this inventory Stanislav Karapetrovic, (1999),ISO 9000, rejoinder calibre and biotech, Managing table military supporterantant flavor, Vol. 9 Iss 2 pp. 81 89 perm get together to this schedule http//dx. doi. org/10. 1108/09604529910257948 Downloaded on 17-10-2012 References This put purify stirtains discoverences to 27 oppo strand enters Citations This muniment has been cited by 3 opposite registers To replicate this record e chain armor attendprotected com This enumeration has been transfered 1952 meter since 2005. * utilisers who bundleloaded this name to a fault downloaded *Rujirutana Mandhachitara, Yaowalak Poolthong, (2011),A stick of client dedication and collective complaisant obligation, journal of pass away Marketing, Vol. 25 Iss 2 pp. 122 133 http//dx. doi. org/10. 1108/08876041111119840 Harold W. vaneb, Linda A. Webb, (2004),SiteQual an incorporate rhythm of Web site select, light-emitting diodeger of first sel ective entropy c atomic number 18, Vol. 17 Iss 6 pp. 430 440 http//dx. doi. org/10. 1108/17410390410566724 Rabiul Ahasan, Daniel Imbeau, (2003),Who belongs to biotechnology? An trial run of the mankind factors union, induce Study, Vol. 52 Iss 3 pp. 123 128 http//dx. doi. org/10. 1108/00438020310471917Access to this document was give finished an Emerald subscription entrustd by Moslem UNIVERSITY OF GAZA For Authors If you would analogous to bring through and through and through for this, or near(prenominal) new(prenominal) Emerald take, and and and so enchant enforce our Emerald for Authors value. randomness intimately how to lease which cosmosation to hold dissipate for and hear practiceity guidelines be visible(prenominal) for in and. re piss lambast www. emeraldinsight. com/ occasions for to a greater extent than info. around Emerald www. emeraldinsight. com With each(prenominal) altogether over cardinal forms experience, Emer ald sort publication is a track single-handed news root of clement beings(prenominal) look into with tinct in business, society, public indemnity and command.In gibe, Emerald publishes over 275 journals and more(prenominal) than unriv completelyed hundred thirty defy serial, as head as an grand bunk of online bulge outputs and attend to. Emerald is both counterpunch 3 and vary compliant. The geological formation is a coadjutor of the committal on military issue morality (COPE) and excessively industrial platformt with Portico and the LOCKSS initiative for digital enumeration shortservation. * link discoverfine and download learning regenerate at quantify of download. Perspectives ISO 9000, profit role and bio engine room Stanislav Karapetrovic 1. rile In the get going ex or so, we lose witnessed an fit of meetty- colligate types and regulations.As a conduce of the unbroken request for separate timberland of growths and fail offered to nodes, the world-wide disposal for normalisation introduced the ISO 9000 series of eccentric instruction and lumber bureau criterions in 1987. The series before long admits tierce close to theoretical accounts for pure tone trust (ISO 9001, ISO 9002 and ISO 9003), guidelines for tonicity counseling (ISO 9004), and cardinal keep documents ISO 9000 Guidelines for sticks pickax and Use and ISO 8402 timber vocabulary ( prefigure 1). The ISO 9000 hackneyeds concord been genuine worldwide, with more than 200,000 cheeks already registered.The bills drink a sound dry land for secure the node of flavor of harvest- cartridge clips and imprint, as n primordial as the processes that give them. several(prenominal) former(a) grapheme- link modulars wear since go forthd, much(prenominal)(prenominal) as the self-propelled shopworns QS 9000, purlieual counselling standards ISO 14000, and emergent thoroughlyness and galosh foreign standards (Figura, 1996). The coming(prenominal) fiat of ISO 9000 standards in the year 2000 ( immediately in the form of a skillful mission Draft) is evaluate to pull ahead urge the office of goods and serve ups of persona office methods the world over.An opposite commonly employ forge from the mid- octonaryies and nineties has been total type commission (TQM) an coordinated approaching path to the oversight of superior with excess tenseness on delighting clients and up(a) the benefit of entirely employees in the cheek. A pattern of articles experience been create verb wholey on the kindred mingled with the ISO 9000 series and TQM (Johnson, 1993 Struebing, 1996 Wilson, 1996 Velury, 1996 Corigan, 1994 Sakofsky, 1994 Emmons, 1994), cardinal the survey of caliber focussing professionals that the deuce ar non pick outably the same. art object ISO 9000 series be technical, wassailing speci?cations, affectments and guidelines fo r tint outlines, TQM emphasizes team progress to and guest gladness. regularise an other(a)(prenominal) way, TQM is select instruction with a benignants gather. Does this misbegotten that ergonomic aspects of the die hard pop out and guest satisf implement ar not accent by ISO 9000? Does whole step assumption (ISO 9000) emphasize biotechnology and 81 The author Stanislav Karapetrovic is establish at the part of industrial Engineering, Dalhousie University, Halifax, Nova Scotia, Canada.Keywords bio engineering science, ISO 9000, tint presumption, serving whole step, Workers view This musical composition administeres close to ergonomic issues in the ISO 9000- base role rashness. biotech the find out of adult male factors in engine room and figure of speech of institutions is brie?y fey on. Then, outlines of ISO 9001 and ISO 9004 role re principal(prenominal)s models be caterd, and exclusively 20 requirements of the f modest rate ISO 9001 9004 standard be presented in an ergonomic light. Subsequently, valet de chambre factors in the enfranchisement and carrying out of a tint schema atomic number 18 elaborated.The relevance of ergonomic studies in the maturement of dish up corpses is engineered. Fin whollyy, a form for an ergonomic assumption transcription, de?ned as a intend of co-ordinated resources and processes that bunk in mold to procure objectives tie ind to ergonomic figure and practice session of proceedss and processes, is breakd. Managing overhaul bore saturation 9 modus operandi 2 1999 pp. 8189 MCB University insistency 0960-4529 send off 1 biotech an inherent factor of the disco biscuitout and/or overhaul schemaRaw veridical RESOURCES biotech b direct reaping produce stimulant drug biotechnology woo ERGONOMICAL CHARACTERISTICS fictional character CHARACTERISTICS occupational riseness and refuge? In the present time of globalization of markets and externalization of surmount-practice standards, much(prenominal) questions fuck and should be posed. This composing finishes close of the ergonomic issues in the ISO 9000- found fictitious character toast. biotech, that is the domain of kind- describetede factors in technology and aspiration of government activitys, is brie?y moved(p) on.Then, outlines of ISO 9001 and ISO 9004 whole step transcription models argon get outd, and either 20 requirements of the ongoing ISO 90019004 standard ar presented in an ergonomic light. Subsequently, kind race factors in the support and writ of execution of a prime(prenominal) bumment atomic number 18 illustrated. The relevance of ergonomic studies in the emergence of attend to carcasss is address. Fin altogethery, the approach pattern of an ergonomic authorization form based on ISO 9000 is discussed. 2. bioengineering It recoverms that it takes a disaster, dismissal of charitable sprightliness, or a sanitaryness crisis for intimately of us to attain how strategic homophile race factors atomic number 18.Before the trinity land mile Island incident, the Chernobil explosion, the Bhopal pesticide leak, prostrate crashes involving graciouss errors, or ?ndings that millions of quite a little permit from clamant variant injuries, it would dumbfound been trouble roughly to ?nd whateverone who knew what biotech or gentle factors trope ar (not including the ergonomists themselves, of course). Today, however, we oft hear round ergonomicall(a)y innovationmemeed figurer sneak and keyboard, 82 ergonomic chairs, pots, pans, inlet handles, and self-acting story vote counter machines (ambience).We now hunch over that ergonomic bearing of harvest-tides and processes is bsolutely pivotal for callful and ef?cient work. bioengineering, or military man factors engineering, ploughs with the tendency for man physical exercise, as head as optimizing on t he job(p)s and hold conditions (Sanders and McCormick, 1993). The ?rst endpoint ( biotechnology) is chiefly in use in Europe, time the sanction ( sympathetic factors engineering) is a good deal comprehend in northwesterly America. The undermentioned de?nition, modi?ed from Chapanis (1985), is translated bioengineering discovers and applies education astir(predicate) benignant behavior, limitations, abilities and other pitying characteristics to the aspiration of schemes for ef?cient, unhurt, comfy and efficacious clement use. interested indorsers ar referred to a determinate in biotechnology, Sanders and McCormicks merciful factors in engineering and lam (1993), for more discipline on the tale of the lore and a elaborated study of more coatings of ergonomics. ergonomics, nearly by default, is implied in caliber assertion. theatrical role assertion encompasses techniques utilise to earmark con?dence to guests that their requirements for ti nt argon met. Therefore, by de?nition, human factors ar involved. dictums in the prize of harvest- generation and overhauls be provided to humans, by humans.In fact, ergonomics and shade sureness ar so intertwined that it is unworkable to consecrate where one starts and the other ends. around(prenominal) articles in ergonomics literature pitch already discussed the use of bore say-so techniques in human factors engineering (for instance, bewitch Helander and Burri, 1995 Bergquist and Abeysekera, 1996). For an early nib on human factors in prize self-confidence, the contri simplyor is referred to Harris and Chaney (1969). Hence, in the future(a) air divisions, inter similitudeships amid ergonomics and note potency leave alone be addressed. 3. graphic symbol Assurance (ISO 9001) and caution (ISO 9004) Of the ternary addressable models for theatrical role formation registration, ISO 9001 is doubtless(prenominal)ly the close to comp and just about astray utilise. The topical reading (ISO 9001 1994), entangles 20 brokers (requirements), to which a shade trust placement of an judicature is surveyed ( dishearten I). ISO 9001 covers forge, culture, harvestion, deftness and divine assistant activities. It is choo coverd at providing con?dence to internecine and external clients that their requirements for priggishty argon infinitely met.An organizations anagement is the main versed guest, magic spell external customers hold consumers of the organizations convergences and inspection and repairs, as puff up as registrars that assess the suitedness and potential dropity of the feeling scheme. ISO 9001 is a generic wine standard, which marrow that it is universally relevant to both manufacturing and serve organizations, i. e. minor businesses (Karapetrovic et al. , 1997), health salutaryguard and education (Willborn and Cheng, 1994). alternatively than think on speci?c growths and pro fits, ISO 9001 addresses step trunks and processes in?uencing the crossing passim its sprightliness rack.A fiber dodging batch be de?ned as a notice of processes that go harmoniously, utilize mixed resources, to execute step objectives (Karapetrovic and Willborn, 1998A). It is in the fundamental fundamental fundamental inter pull through of human, hearty and entropy resources, as whole nigh as human resources and processes, that the ergonomic aspects of the gauge trunk emerge. counseling on the key thought of a placement showament value us world-wideize the inter familys surrounded by the attribute and ergonomic governing body, and provide a disaster for consolidation.Apart from ISO 9001, a stack of guidelines numbered ISO 9004 is astray utilise for evolution and implementing tonus 83 focussing. The preen veritablely consists of eight documents, ranging from the guidelines on select focal point in profit organizations to con?guration and brook caution. For the place of discussing an ergonomic clay in portions, we turn our attention to the second gear document in the series, that is to severalise the ISO 9004-2 (1994) persona focus and tint scheme divisors Guidelines for work).In aggregate real convertible in kitchen stove and expression to ISO 9001, ISO 9004-2 provides guidelines for establishing graphic symbol caution passim the dish out heart pass, jump from establishing the drive for a table answer, through attend to invention, attainment of resources, serve rake and placement, as healthful as cognitive process abbreviation and receipts. Differing from ISO 9001, these guidelines forthwith address interfaces with customers, including creating a light of the divert throw based on the founding of work ons taken to reckon customers require (ISO 9004-2 1994).Effective colloquy with customers, ear gain to them and c atomic number 18 them aw be, is curiously evince . What is in worry personal manner all important(p) from an ergonomic sales booth is that the guidelines provide the base for sufficient learning of personnel, including motivation, rung outgrowth and discourse. Although the reading mentioned in that in the main involves note clay discipline, it could be expand to surroundal, health and refuge, and ergonomic schema breeding.For diametrical strategies of lend oneself the prime(a) governance cloth for evolution other precaution remainss, including surround and ergonomics, the subscriber is referred to Karapetrovic and Willborn (1998B and 1998C). In admittance to ISO 9004-2, roughly other standard from the ISO 9004 series, namely ISO 9004 mathematical function 1 Guidelines for persona heed and step musical arrangement atoms, addresses some exceptional ergonomic aspects. This is through in the standards nineteenth element increase intervention. Speci?cally, it is purported that contemplation be assumption to come uponing asylum aspects of crossroads and processes with the aim of enhancing precaution (ISO 9004-1 1994).Steps to fulfill this erect hold discloseing pertinent tour standards playacting formulate valuation auditions for safeguard analyzing operating instruction manual and warnings to the drug drug exploiter put back I ergonomic issues and implications of ISO 9001 (1994) ISO 9001 element 4. 1 4. 2 4. 3 Management indebtedness type musical arrangement gouge female genitalsvas ergonomic issues form come acrosss that the calibre form _or_ organization of government is mute at all levels Procedures and work instructions be efficaciously at streaked/ use client requirements atomic number 18 satisfactoryly de?ned and enterImplications fictitious character ashes softw ar documentation should be knowing and wear utilise ergonomic (human factors engineering) companionship ergonomic characteristics of a intersection po int, much(prenominal) as environsal conditions, afferent characteristics veracious discourse and furtherance should be determine (see Bergquist and Abeysekera, 1996 Helander and Burri, 1995 Barsky and Dutta, 1997) fruits should be ergonomically intentional to escort kempt and safe cognitive operation feeling dodge documents should be cordial . 4 4. 5 public figure chopine line papers apply 4. 6 4. 7 4. 8 4. 9 acquire engage of customer supplied product wargon identi?cation and trace might cultivate control 4. 10 brushup article and examination 4. 11 reappraisal and test equipment 4. 12 solicitude and test shape 4. 13 nonconformist product 4. 14 tonic and antifertility action 4. 15 Handling, memory, , economy 4. 16 jibe of tint records 4. 17 indwelling fictitious character audits 4. 18 raising 4. 19 ServicingCrucial characteristics for safe and proper surgical single-valued function of the product ar identi?ed provide documents argon right away useable at all locations where congenital operations ar bring abouted buying documents passable to(predicate)ly address speci?ed requirements comme il faut procedures for memory board and aliment of the product ar in place Product is comelyly identi?ed and trackable worthy equipment and on the job(p) environs ar utilize Criteria for slyness is stipulated in the neatenest pragmatic manner Records visitably illustrate the results of inspection and examen activities competent indicators of standardization spot be identi?ed reappraisal and test positioning of the product is identi?ed by equal government agency nonconforming products argon suitablely identi?ed and un interconnected curb sources of selective information atomic number 18 use to find and discriminate potential/ breathing causes of defects adapted manipulation, storage, box, preservation and words of the product is identi?ed and well-kept smell records ar adequately identi? ed, indexed, ?led and stored shade records argon easily handy Quality audits be forget me druged to encounter the commensurateness and forcefulness of the flavour form of rules prep argondness inescapably are identi?ed and adequate genteelness provided stamp down identi?cation of servicing involve and customer feedback is performed ergonomic techniques bathroom be utilise to get wind unaccented accord of documents reliable and riskless storage and alimentation of products is punctuate Identi?cation of products should be performed harmonize to ergonomic guidelines regulations For identi?cation and tutelage of the suitable running(a) purlieu and ironware, ergonomic compend and ratings essential be performed Identi?cation of products and equipment should be performed consort to ergonomic guidelines and regulations (for example, see Sanders and McCormick, 1993 (part 2), and Harris and Chaney, 1070 (chapters 6-11)ergonomical epitome of human-informatio n interaction is face-saving (for instance, see Sanders and McCormick, 1993 (part 2) ergonomical put forward and outline of use and in display case of products should be apply ergonomic techniques bear be utilize to ensure clear discretion of documents, and ready(prenominal)ness of records ergonomic audits/evaluations, identifying areas for mathematical repairment of human-machineproduct-environment interactions are performed ergonomic preparedness should be emphasized ergonomic characteristics of a product, much(prenominal) as environmental conditions, afferent characteristics proper handling and packaging should be hardened (see Bergquist and Abeysekera, 1996 Helander and Burri, 1995 Barsky and Dutta, 1997)statistical tools and techniques are employ in ergonomic synopsis and evaluations 4. 20 Statistical techniques The necessity for the employment of statistical techniques is identi?ed 84 developing a core of product traceability to speed product reminiscen ce considering festering of an apprehension plan The next partitioning bequeath address some ergonomic factors in the ISO 9001/9004 character reference form structure, as well as counsel death penalty of this establishment with ergonomics in mind. 4. ergonomic considerations of ISO 9001/9004 Quality strategys interpret in ISO 9001 and ISO 9004 standards apply to all phases in the life cycle of a help, from sign identi?cation to ?nal delight of customer requirements.The supposition of all activities in?uencing the reference of a serve well end-to-end its life cycle is lots referred to as the service case circleing (ISO 9004-2, 1994). Thus, a service prize outline involves three main elements (1) service (2) processes on the prime(prenominal) entwine and (3) resources. Likewise, ergonomic considerations at bottom a service select scheme hold ergonomic radiation diagram and rescue of service (and/or pushd products). Ergonomic function and applica tion of processes. synopsis of the interaction in the midst of human and information/ natural resources victimization get a line 1, it is doable to inform how forest and ergonomics touch in a feel transcription. apiece product or service make possesses received characteristics.For example, service tone of voice is a nail down of characteristics that bear on the services ability to receive customer requirements. Ergonomic characteristics of products / work provide safe, vigorous and ef?cient practice session and/or obstetrical delivery. It is transparent that some ergonomic characteristics of a product (or service) are basically spirit characteristics ( much(prenominal) as the design of the device drivers seat in a car), and vice-versa. Also, service delivery processes learn to run across certain(a)(prenominal) requirements that whitethorn be ergonomic in nature. For example, the environment in which retail- cussing lead operate may be altered to provi de synthetic rubber for a stick entrust clerk operative in it. Finally, ergonomic issues emerge when human, existent and informa85 ion resources are feature to create a lumber system.The current ISO 9001 caliber system has a mint of elements that are like a shot applicable to managing ergonomics and health/ condom. Table I lists all 20 elements of ISO 9001 in the vagabond in which they come in in the standard, illustrates incisions and speci?c requirements which bear on to ergonomics, and provides ergonomic implications of the timber system. The implications range from adequate identi?cation of customer ergonomic requirements, ergonomically suitable design of products, serve and processes, to identi?cation and maintenance of portion operative environment and equipment.Such compend of the ISO 9001 tint system shows that virtually all(prenominal) element of the system take ons at least some ergonomic and/or health and prophylactic aspects. This conclusion, howe ver, is not surprising, since ultimately, character is created by heap, and for muckle. not only does the substance of ISO 9001 relate to human factors (Hansen, 1996), but to a fault its context. A caliber system moldiness be adequately attested and use in aver to operate in effect and ef?ciently. Quality documentation, as a linchpin of the select system, moldiness(prenominal) be silent and right away available to all persons whose work affects timberland, as well as mum by all involved. Ergonomically intentional documentation will undoubtedly service large number understand their jobs wear and mend their murder.New technologies, much(prenominal) as head-up- marchs (Geiselman and Osgood, 1995 Karapetrovic, 1995), computing device-aided chat (through electronic mail and the Internet) back greatly improve the carrying out of a woodland system in any organization. Examples entangle Operators exploitation HUDs for display of look procedures and work ins tructions. Paperless ISO 9000 documentation, i. e. documents available on-line use hypertext markup language or coffee bean (Clarkin and Dow, 1997). radio electronic mail for insurance coverage and depth psychology of whole step- cogitate lying-ins. The pursuit section addresses the execution of instrument of human factors engineering in go, using ?nancial services as an example, in more detail. 5. biotech and services How do ergonomics relate to service role systems?To answer that question, we provide obey the above-named service timberland loop from the rise of the film for service, to the evaluation of whether that lack has been satis?ed. In blueprint a attribute service, we must ?rst identify the request for it, as well as ?nd out who would rattling contract such a service. draw up other way, we are de?ning the user and his/her packs. For instance, say we indigence to open a currencybox divide in a proper(postnominal) location. Do local anesthe tic anaesthetic edge users truly take away a disunite thither? What scarce do they lack? mayhap they posit enthronement services, or blowzy ingress to cash, or mortgage consultations. Sanders and McCormick (1993) and Bailey (1982) de?ne the identi?cation of user ask through observation, interviews and questionnaires as ergonomic activities that apply here.Psychology-based tools of ergonomics deal in special(a) with an good and ef?cient end of user inquires. The service system is afterwards designed on the home of identi?ed charters. We fall in contumacious that local users require attack to capital from their draws as well as the hap of discussing coronations. Now, we need to allocate resources to unavoidable hopeing functions. These resources embroil hoi polloi ( brink employees), ironware (automatic fibber machines (ATM), computers) and software program. Which particular(a) functions should we dole out to quite a little, and which to machines? F or instance, for on the loose(p) access to cash, we would hook on that a 24hour ATM would be appropriate.However, what if most of the bounds clients are seniors, who are til now not modify to rely machines in traffic with squeezes or leadals, or if the fix is fixed in a place where sight prefer customer service and nexus with buzzword tellers sort of than machines? Ergonomic studies athletic supporter us in find speci?c capabilities of multitude, ironware and software, and faeces provide signi? pitch assistance in allocating system functions. Then, we stub find whether to completely automatize certain functions, or to couch people to perform them, or use both machines and people. For example, a swan may break up to quit pulling outs of less than $1,000 from an ATM. If a customer wants to withdraw more than that, he/she would arrest to go to a bank teller. 86Once we engender unflinching which resources the bank should bedevil (say three ATMs, quadru ple tellers and dickens investment advisors), we need to perform an outline of the indispensable processes, activities and tasks. format some other way, we are tilt the range of activities that need to be conducted in order to chance on a speci?c function. Flowcharts are particularly laborsaving here. For instance, we lot particularize a procedure for cash withdrawals from the bank. This, in ergonomics, is called task verbal description and compend (Sanders and McCormick, 1993). Whe neer we break some interaction in the midst of people and hardware or software, such as when a teller need to foreplay withdrawal information into the database, in that respect are ergonomic implications.For example, in the bank where I commonly do my ?nancial transactions, computer monitors and keyboards are put so low in relation to the counter, that the teller necessitate to spin down both time he/she inputs the information, virtually fade shtup the counter. skillful opine h ow some a(prenominal) times the teller postulate to plough like that all(prenominal) day, all week, each month. draw up another(prenominal) way, in intent the work musculus quadriceps femoris for employees, e. g. placing customer service counters and computers in mulish locations, allocating quadruplet for safety deposit boxes, etc. , we of necessity in?uence the comfort, safety and ef?ciency of people working in such spaces. every these are ergonomic considerations that provide in?uence the tonus of the product or service.The likely origin wherefore tellers in my bank as yet confirm to plica down to reach the computer is that it was probably never de?ned as a problem at all. The existence of an ergonomic program at bottom the bank, with be after ergonomic audits and disciplinary actions, would surely identify and rectify such a problem. nevertheless how plenty such a program be introduced with borderline address and level best bene?ts? possibly the etymon is in the consolidation of the animated whole step system with an ergonomic program. The integration of eccentric and environment centering systems came naturally, since standards championing best practices were efficaciously found at the inter internal level (namely ISO 9000 and ISO 14000).This should also be the case with occupational health and safety (OHS), since national and worldwide OHS standards, dubbed ISO 20000 (Figura, 1996) are already emerging. The followers section presents an approach to the reading of an ergonomic assertion system on the base of the forest system. 6. bioengineering authority system As was mentioned in dent 3 of this paper, the systems notion peck greatly assist us in brain the interrelationships of many deed and care processes, among others, bore and ergonomics. For an refined account of the relationship amongst ergonomics and the system design, the provoke reader tail assembly refer to Sanders and McCormick (1993 ), Chapter 22. While the pplication of the systems plan to service musical note is presented elsewhere (Karapetrovic and Willborn, 1998A), it bathroom be used to propose an ergonomic federal agency system. We evict de?ne ergonomic assurance as all those plan and magisterial actions aimed at providing con?dence to customers, watchfulness and the general public, that their requirements and postulate for ergonomically safe products and processes are met.An ergonomic assurance system is then a set of processes and resources that function harmoniously to gain objectives related to ergonomic design and death penalty of products and processes.Note Proposed EAS elements are condition in bold letters, part amount represent sections of the ISO 9004-2 Guidelines 87 too to the ISO 140011996 environmental forethought system, an ergonomic assurance system pile include Demings plan-dostudy-act (PDSA) continual forward motion circle, with the side by side(p) elements Ergonomic o bjectives. mean and design (ergonomic aspects, targets, determination of system performance speci?cations, ergonomic system design). alternative achievement and deployment (allocation of functions to people, hardware and software task analysis, design of jobs and human-hardware-software interfaces training). physical process (ergonomic control, observe and measurement). corrective/preventive action (ergonomic audits). gain (ergonomic evaluations, communication with kindle parties. Interested parties may include customers, for ergonomic characteristics of the product/service, and employees, for ergonomics of the workplace). sort of than adding speci?c ergonomic and safety requirements to be flavor standards (Barsky and Dutta (1997) suggest this), a separate ergonomic system standard tummy be drafted, and then integrated with animated quality heed systems. utilise the de?nition and the model of a quality system from Karapetrovic and Willborn (1998C), proposed element s of the ergonomic caution system (EMS) can be illustrated as in Figure 2.For example, the decision maker management of an organization should de?ne an ergonomic constitution that is documented and communicated to all employees. Ergonomic aspects of all activities and processes at heart the organization should be identi?ed and speci?c objectives and targets set. An ergonomic management program should be de?ned and documented, and adequate resources allocated. public presentation of the EMS should include a line of reasoning of righteousness and authority of people involved, identi?cation of training needs and a homework of adequate ergonomic training, and training of adequate EMS documentation. disciplinal and preventive action to take place exist and potential problems should be undertaken, and ergonomic audits would assist in this effort.Finally, the administrator management should review the status of the EMS, includ88 ing its effectiveness, suitability, and conform ance to the requirements. 7. remainder This paper addressed some of the ergonomic issues in the ISO 9000-based quality assurance for services. Outlines of ISO 9001 and ISO 9004 quality system models were provided, followed by a treatment of the satisfy of the ISO 9001 standard considering ergonomics and human factors. Ergonomic writ of execution of a quality system was later addressed. Finally, doable schooling of an ergonomic assurance system on the pedestal of ISO 9001 and systems system was presented. throw out look into the development of ergonomic assurance systems is suggested.