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Process Improvement Essentials by James R. Persse PhD

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Section 6. Resource Management

Under ISO, management is assigned the responsibility of providing adequate resources to manage and operate the Quality Management System. Section 6 defines a set of requirements dealing with resource management.

To most people, the idea of resource management involves only people—for example, identifying the stakeholders and the management representatives. But in ISO 9001 (as well as in CMMI and Six Sigma), resource management means more. It means providing people, yes, but it also means providing them with the right tools and environments they need for their jobs.

The resource requirements are described next.

6.1. Provide Resources

The first step in resource management is stated simply enough: provide resources. There are two objectives to this requirement. The first is to provide the right resources to manage the quality system—that is, adequate people, tools, and environments.

The second objective is related to the first and appears, maybe at first glance, to be a bit vague. The requirement is to provide adequate resources to help meet requirements and "make customers happy." This enhances ISO's focus on customer satisfaction.

As noted in Section 5.2, one responsibility management has is to shape the Quality Management System as a tool that increases the organization's ability to meet customer requirements. This focus is further developed here.

Customer requirements serve as the benchmark for customer satisfaction. So, the organization should structure ...

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