Quality Standards and Conformance

Sustaining Edge Solutions, Inc.    October 2014 
This Month

AZTC Technology and Business Expo. Where Technology and Manufacturing Connect. October 15, 2014 Tucson, AZ.  We are an Expo Exhibitor.
ISO 9001:2015 Revision and Update. ASQ Phoenix Chapter General Session. January 8, 2015.  Walter Tighe, Presenter  



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Our newsletters provide information on business management systems and process improvement methods. These systems include ISO 9001 QMS, AS9100 Aviation, Space and Defense, ISO/TS 16949 Automotive, ISO 27001 Information Security, ISO 13485 Medical Devices, ISO 14001 Environmental Management Standard, and others. Subjects include performance improvement methods such as Six Sigma, Lean Enterprise, and other topics of interest to our readers.

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Quality Standards and Conformance

Companies who are most successful in their sectors recognize that standards and conformance are business tools that should be managed right alongside their quality, safety, intellectual property, and environmental policies. In addition, standardization and conformity assessment activities (certifications) lead to lower costs by reducing redundancy, minimizing errors, and reducing time to market.

With this in mind, we want to take this opportunity to inform all our readers about current events, global and local that can increase your quality improvement knowledge and improve your business conformance and performance.

World Quality Month

World Quality Month provides a platform for acknowledging the efforts and accomplishments of quality and all who work to make it happen. This is a time to celebrate – a time to showcase the advancements and valuable quality contributions in businesses, communities, and institutions.

Visit the World Quality Month Website and find valuable free information on:

  • Global case studies on operational and quality improvement
  • Popular videos, research articles, and blogs
  • Quality events during the month
  • Share the vision and promote your own story

Arizona Manufacturers Month

October is Arizona Manufacturers Month!  With Arizona being our home state, we are excited to announce that many events are taking place this month with an in-depth look at the industry that is growing our state.

Visit the Arizona Manufacturing Revolution Website and find information on:

  • Arizona manufacturing company tours
  • Arizona technology and manufacturing exposition- We are an Exhibitor – See you there!
  • State of Arizona manufacturing information and more – for example over 80% of Arizona’s $19.4 billion in exports for 2013 were manufactured goods.

The Arizona Commerce Authority (ACA) is one of this month’s events organizers. We are proud to announce that Sustaining Edge Solutions, Inc. is now an approved qualified supplier of The Arizona Commerce Authority. RevAZ was created specifically to provide technical assistance through the ACA to Arizona’s small to medium sized manufacturers. RevAZ partners with Arizona manufacturers to enable and encourage growth and transformation.

For more information visit the RevAZ website.

World Standards Day

Standardization has long been an important engine for innovation and economic growth. This year’s U.S Celebration of World Standards Day – Standards Leveling the Playing Field – will focus on how standards stimulate trade and overcome artificial trade barriers to make companies and industries more competitive.

Standards and Conformance impact more than 80% of global commodity trade.

– U.S. Department of Commerce

Customer Complaint Handling

How many of you think your organization has a top notch, world class customer complaint handling system?  Not many can boast about this achievement.    


The ISO 10002 standard on Complaints Handling has been revised. ISO 10002:2014, Quality management – Customer satisfaction – Guidelines for complaints handling in organizations.


ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The described complaints handling process is suitable for use as one of the processes of an overall quality management system.


The standard is intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

This International Standard addresses the following aspects of complaints handling:

  • enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
  • top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • recognizing and addressing the needs and expectations of complainants;
  • providing complainants with an open, effective, and easy-to-use complaints process;
  • analyzing and evaluating complaints in order to improve the product and customer service quality;
  • auditing of the complaints-handling process;
  • reviewing the effectiveness and efficiency of the complaints-handling process.

To purchase ISO 10002:2014 standard on Complaints Handling visit the ANSI Standards Store Website.


AS9101E Audit Requirements

In April we informed our readers that the rollout date of AS9101E Quality Management Systems Audit Requirements for Aviation, Space, and Defense Organizations had not been announced, and the Certification Bodies (CBs) along with the  auditors will need to be trained on the new forms and be provided a date to implement the changes. 

That date has arrived. The International Aerospace Quality Group (IAQG) has posted Resolution 117 which now states that Certification Bodies must implement the AS9101E / 9101:2014 audit requirements standard no later than July 01, 2015.

With the future revision of ISO 9001:2015 being published in late 2015, and the AS9100 standard being revised in early 2016, many organizations will be facing new requirements and system improvements.

This timeline may be accelerated and implementation can occur upon completion of the following:

  • CB procedures and processes must be updated to address conformance to the requirements of the revised standard, including access to approved 9101 Forms on the IAQG Forms Management System website or other approved 9101 forms in other languages as may be provided by the IAQG sectors. CB clients must be notified when the revised standard will be used for Aerospace QMS audits.
  • Authenticated Aerospace Auditors and Aerospace Experienced Auditors using the revised standard and associated forms must have completed the web-based IAQG OPMT sanctioned “IAQG 9101E / 9101:2014 Online Update Training Module” course. The CB must maintain records of each AQMS Auditor’s successful completion of the 9101E / 9101:2014 training module.
  • CB’s support personnel (e.g., management, administrative) must complete internal awareness training on any changes that impact audit support processes.
  • Each CB must advise their respective Accreditation Body (AB) and SMS (or CBMC) in writing that they have established conformance to the revised standard and this resolution.


All prior versions of the AS9101 “Quality Management Systems Audit Requirements for Aviation, Space, and Defense Organization” standard (e.g., 9101D / 9101:2011) and associated forms must not be used to record 9100/9110/9120 audits after July 1, 2015.


In the News
 Management Systems Tackle Challenges

The annual ISO survey, now entering its third decade, continues to provide a pragmatic picture of certifications to ISO’s management system standards across the globe. On trend from previous years, the latest edition demonstrates reliable performance for all seven ISO management systems standards covered in the survey.

Worthy of mention, two sectors hold special promise for the future, reflecting the world’s growing preoccupation with sustainability, including soaring energy shortages and a cleaner environment. Most notably, energy management standard ISO 5001 remains in high demand after its 2012 growth spurt, with a progression of 116 %, while ISO 14001 for environmental management, led by a pollution-choked China, records a 20 % increase in several regions.

A sign of the times? Undoubtedly. And certification is expected to rise further in these areas over the next few years, confirming, once again, that ISO management systems not only fulfill a need in the world economy but respond to the urgency of global concerns.

See continued growth of ISO standards in the U.S. and global growth at the ISO Website.


Training Courses

Get out and take advantage of all the current global and local Arizona Quality and Business Improvement Events!


Walter Tighe and SES Team
Sustaining Edge Solutions, Inc.
Toll Free 888-572-9642



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