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Application of ISO 10001 and ISO 10002 in engineering courses Open Access


Other title
student satisfaction
ISO 10002
ISO 10001
Type of item
Degree grantor
University of Alberta
Author or creator
Honarkhah, Mehdi
Supervisor and department
Karapetrovic, Stanislav (Mechanical Engineering)
Examining committee member and department
Doucette, John (Mechanical Engineering)
Reformat, Marek (Electrical and Computer Engineering)
Department of Mechanical Engineering

Date accepted
Graduation date
Master of Science
Degree level
An application of ISO 10001 and ISO 10002 customer satisfaction standards to enhance students’ satisfaction in engineering courses is studied. An ISO 10001-based Code Management System (CMS) is used to improve the satisfaction of students through offering promises regarding course delivery. A Feedback Handling System (FHS) based on ISO 10002 is developed to systematically respond to unsolicited comments of the students. The methodology to develop the system processes and resources based on these two standards is explained. The CMS was used by the professors in eight different courses in an engineering department of a university in western Canada. The FHS was applied by one professor in two courses in the same department. The results of the implementation are discussed. Moreover, an application of ISO 19011 in auditing the systems against ISO 10001 and 10002 is investigated. Overall, the study showed that the students are satisfied with the systems implemented on the basis of these two customer satisfaction standards and that ISO 19011 can be used to audit such systems.
Permission is hereby granted to the University of Alberta Libraries to reproduce single copies of this thesis and to lend or sell such copies for private, scholarly or scientific research purposes only. Where the thesis is converted to, or otherwise made available in digital form, the University of Alberta will advise potential users of the thesis of these terms. The author reserves all other publication and other rights in association with the copyright in the thesis and, except as herein before provided, neither the thesis nor any substantial portion thereof may be printed or otherwise reproduced in any material form whatsoever without the author's prior written permission.
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