HB 90.2-2000 PDF
This Handbook is written about the way a service industry operates. It provides a competency-based approach to service development and delivery that recognizes that both the point of contact with the customer is critical, and back-of-house activities are needed to deliver the service to achieve customer satisfaction. It will provide both a sound approach to ISO 9001: 2000 for service industries, and a better understanding of the benefits that service organizations implementing the Standard can achieve.