Author: Adrienne Escoe
This innovative, best-selling guide has been thoroughly revised to bring together practical solutions to the documentation challenges faced by today's organizations. From company policies and desk instructions to Baldrige and the ISO 9000 requirements, it applies a customer and quality-based systems approach to streamlining and managing your documentation system. This second edition is an organized toolbox of powerful methodology and metrics that shows companies how to steer clear of cumbersome and obsolete documentation and gives numerous examples of the tremendous opportunities and pitfalls presented by technology such as the Internet and web based documentation management software. Contents: Zero Based Documentation * Streamlining Success * Hierarchy, Structure, Format and Style * Usability Testing * Internationalization * Electronic Document Management * Measure Improvement and Customer Satisfaction * Zero Defects, Cycle Time and Volume * Quality Initiatives like ISO 9001: 2000, Baldrige and Six Sigma.
