Abstract

Every manufacturing organization is concerned with the quality of its products, while it is very important that
quality requirements be satisfied and production schedules be met. It is equally important that the finished
product meets established specification, because customer’s satisfaction is derived from quality products
and services. Customers are the source of income to manufacturing and service companies. So customer's
relation is important in Quality Management. Since income of the company is direct function of
customer satisfaction, a lot of studies have been devoted to effects of quality on customer satisfaction.
In September 2000, ISO compulsory formally introduced IS0 9001:2000, which may make the entire previous
certificate redundant. This paper highlights the case study of ISO 9001:2000 in an Indian automobile
industry.