Application of ISO 10001 and ISO 10002 in engineering courses

  • Author / Creator
    Honarkhah, Mehdi
  • 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.

  • Subjects / Keywords
  • Graduation date
    Fall 2010
  • Type of Item
  • Degree
    Master of Science
  • DOI
  • License
    This thesis is made available by the University of Alberta Libraries with permission of the copyright owner solely for non-commercial purposes. This thesis, or any portion thereof, may not otherwise be copied or reproduced without the written consent of the copyright owner, except to the extent permitted by Canadian copyright law.