This free survey is powered by QUESTIONPRO.COM
  1. Surveys
  2. 2008
  3. July
  4. I
  5. ISO 9001:2000 Survey - ENGLISH
0%
 
 
Evaluation Questionnaire for the ISO 9001:2000 Quality Management System


Dear Sir / Madam,

You are invited to participate in this survey carried out by Nafsika Apostolou, a postgraduate student at the University of Edinburgh.

The purpose of the present questionnaire is the identification of the incentives, results and problems which arose during the implementation of the ISO 9001:2000 Quality Management System. It would be greatly appreciated if you could forward this e-mail to the person who deals with quality issues within your hotel.

Your survey responses will be strictly confidential and data from this research will be reported only in aggregated manner for the purposes of the researcher's Master Thesis. If you are interested to have a look at this study, please reply to the e-mail below and you will have a copy of it once the research is complete.


Thank you very much for your time and support.

You may start with the survey now by clicking on the Continue button below
 
 
 
Section A: General Information
 
 
 
How many people are employed in your organisation?
 
a. < 10 people
 
b. 11 – 50 people
 
c. 51 – 250 people
 
d. >250 people
 
 
 
What is your position in the organisation? (e.g. General Manager)
   
 
 
 
What is the status of your compliance with ISO 9001?
 
a. Compliant for less than 3 years
 
b. Compliant between 3 to 6 years
 
c. Compliant for more than 6 years
 
 
 
Section B: Certification Motives
 
 
Evaluate the following incentives as to the degree they affected your organisation’s decision to be certified with the ISO 9001.

Not at all Little Moderately Quite much Very much
a. Customer demand
b. Expectation of future customer demand
c. Conformity with strategic partners’ commands
d. Pre-condition for participation in competitions and offers
e. Competitors’ accreditation of equivalent certification
f. Creation of a competitive advantage / advertisement
g. Internal improvement of operations
h. Improvement of the quality of service
i. Improvement of public relations / communication
j. Improvement of internal communication
k. Access to new markets
l. General Quality Strategy
 
 
 
Section C: Problems / Difficulties with Certification
 
 
Identify the degree to which each of the following have constituted a problem or a difficulty during the certification procedure.
Not at all Rather Little Little Moderately Quite much Very much
a. Opposition of employees due to increase in workload and responsibilities
b. Lack of relevant knowledge and experience on the subject within the organisation
c. Opposition of employees due to reduction of their authority powers
d. Adaptation to the new way of working
e. Cost of implementation
f. Justification of procedures
g. Allocation of responsibilities
h. Limited support on behalf of employed consultant
i. Lack of infrastructure /equipment
j. Problems with the jargon used in the ISO 9001 Quality Management System
k. Time needed for recording procedure and training employees
l. Lack of commitment and involvement of the on behalf of the management during implementation
 
 
 
Section D: Certification Results
 
 
D1. Evaluate to what extent have the following results been realised in your organisation.
If there is no data, please leave a blank.
Not at all Rather Little Little Moderately Quite much Very much
a. Reduction of faulty items / defects
b. Reduction of complaints, returns and compensation payments
c. Improvement of quality of service
d. Increase in productivity
e. Creation of quality culture within the organisation; commitment of employees to the satisfaction of internal and external customers and other interested parties
f. Improvement of internal organisation and operation
g. Improvement of communication and relations among employees
h. Increase of employee satisfaction
i. Increase of teamwork
j. Increase in the number of suggestions and recommendations on behalf of the employees
Not at all Rather Little Little Moderately Quite much Very much
k. Improvement of employees’ skills and knowledge
l. Decrease in absenteeism
m. Improvement in the performance of associates
n. Improvement of communication with customers
o. Increase in customer satisfaction
p. Improvement of competitive position
q. Increase in sales
r. Increase in profits
s. Quicker penetration in new markets
t. Decrease in bureaucracy
u. Limitation of creativity and innovation
v. Improvement of flexibility
w. Contribution of the organisation to the protection of the environment (decrease of waste, energy saving, usage of recycled materials)
x. Contribution of the organisation to society’s welfare through charities and other activities
 
 
D2. Determine the impact that the implementation of the ISO 9001:2000 had on the following:
Very Negative Negative Neutral Positive Very Positive
a. Customer focus: Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
b. Leadership: Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives.
c. Involvement of people: People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit.
d. Process approach: A desired result is achieved more efficiently when activities and related resources are managed as a process.
e. System approach to management: Identifying, understanding and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives.
f. Continual improvement: Continual improvement of the organization’s overall performance should be a permanent objective of the organization.
g. Factual approach to decision making: Effective decisions are based on the analysis of data and information.
h. Mutually beneficial supplier relationships: An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
 
 
 
Section E: Difficulties with the system’s clauses

 
 
E1. Evaluate the level of difficulty to document and to develop a conformance process for each the following clauses.
Very easy Easy Moderate Difficult Very difficult
§4.1 General Requirements
§4.2.1 Documentation Requirements-General
§4.2.2 Quality Manual
§4.2.3 Control of Documents
§4.2.4 Control of Records
§5.1 Management Commitment
§5.2 Customer Focus
§5.3 Quality Policy
§5.4.1 Quality Objectives
§5.4.2 Quality Management System Planning
Very easy Easy Moderate Difficult Very difficult
§5.5.1 Responsibility and Authority
§5.5.2 Management Representative
§5.5.3 Internal Communication
§5.6.1 Management Review-General
§5.6.2 Review Input
§5.6.3 Review Output
§6.1 Provision of Resources
§6.2.1 Human Resources-General
§6.2.2 Competence, awareness and training
§6.3 Infrastructure
Very easy Easy Moderate Difficult Very difficult
§6.4 Work Environment
§7.1 Planning of product realization
§7.2.1 Determination of Requirements related to the product
§7.2.2 Review of Requirements related to the product
§7.2.3 Customer Communication
§7.3.1 Design and Development Planning
§7.3.2 Design and Development Inputs
§7.3.3 Design and Development Outputs
§7.3.4 Design and Development Review
§7.3.5 Design and Development Verification
Very easy Easy Moderate Difficult Very difficult
§7.3.6 Design and Development Validation
§7.3.7 Control of Design and Development Changes
§7.4.1 Purchasing Processes
§7.4.2 Purchasing Information
§7.4.3 Verification of Purchased Product
§7.5.1 Control of Production and Service Provision
§7.5.2 Validation of processes for Production and Service Provision
§7.5.3 Identification and Traceability
§7.5.4 Customer Property
§7.5.5 Preservation of Product
Very easy Easy Moderate Difficult Very difficult
§7.6 Control of Monitoring and Measuring Devices
§8.1 Measurement, analysis and improvement-General
§8.2.1 Customer Satisfaction
§8.2.2 Internal Audit
§8.2.3 Monitoring and Measurement of Processes
§8.2.4 Monitoring and Measurement of Product
§8.3 Control of Nonconforming Product
§8.4 Analysis of Data
§8.5.1 Continual Improvement
§8.5.2 Corrective Action
§8.5.3 Preventive Action
 
 
E2. Evaluate the level of difficulty to implement each of the following clauses.
Very easy Easy Moderate Difficult Very difficult
§4.1 General Requirements
§4.2.1 Documentation Requirements-General
§4.2.2 Quality Manual
§4.2.3 Control of Documents
§4.2.4 Control of Records
§5.1 Management Commitment
§5.2 Customer Focus
§5.3 Quality Policy
§5.4.1 Quality Objectives
§5.4.2 Quality Management System Planning
Very easy Easy Moderate Difficult Very difficult
§5.5.1 Responsibility and Authority
§5.5.2 Management Representative
§5.5.3 Internal Communication
§5.6.1 Management Review-General
§5.6.2 Review Input
§5.6.3 Review Output
§6.1 Provision of Resources
§6.2.1 Human Resources-General
§6.2.2 Competence, awareness and training
§6.3 Infrastructure
Very easy Easy Moderate Difficult Very difficult
§6.4 Work Environment
§7.1 Planning of product realization
§7.2.1 Determination of Requirements related to the product
§7.2.2 Review of Requirements related to the product
§7.2.3 Customer Communication
§7.3.1 Design and Development Planning
§7.3.2 Design and Development Inputs
§7.3.3 Design and Development Outputs
§7.3.4 Design and Development Review
§7.3.5 Design and Development Verification
Very easy Easy Moderate Difficult Very difficult
§7.3.6 Design and Development Validation
§7.3.7 Control of Design and Development Changes
§7.4.1 Purchasing Processes
§7.4.2 Purchasing Information
§7.4.3 Verification of Purchased Product
§7.5.1 Control of Production and Service Provision
§7.5.2 Validation of processes for Production and Service Provision
§7.5.3 Identification and Traceability
§7.5.4 Customer Property
§7.5.5 Preservation of Product
Very easy Easy Moderate Difficult Very difficult
§7.6 Control of Monitoring and Measuring Devices
§8.1 Measurement, analysis and improvement-General
§8.2.1 Customer Satisfaction
§8.2.2 Internal Audit
§8.2.3 Monitoring and Measurement of Processes
§8.2.4 Monitoring and Measurement of Product
§8.3 Control of Nonconforming Product
§8.4 Analysis of Data
§8.5.1 Continual Improvement
§8.5.2 Corrective Action
§8.5.3 Preventive Action
 
 
 
Thank you very much for your time and invaluable help!
 
Survey Software Powered by QuestionPro Survey Software