ISO 9004:2009 pdf download – Managing for the sustained success of an organization — A quality management approach.
2 Normative references The following referenced documents relate to the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ISO 9000, Quality management systems — Fundamentals and vocabulary 3 Terms and definitions For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply. 3.1 sustained success 〈organization〉 result of the ability of an organization to achieve and maintain its objectives in the long term 3.2 organization’s environment combination of internal and external factors and conditions that can affect the achievement of an organization’s objectives and its behaviour towards its interested parties 4 Managing for the sustained success of an organization 4.1 General To achieve sustained success, top management should adopt a quality management approach. The organization’s quality management system should be based on the principles described in Annex B. These principles describe concepts that are the foundation of an effective quality management system. To achieve sustained success, top management should apply these principles to the organization’s quality management system. The organization should develop the organization’s quality management system to ensure ⎯ the efficient use of resources,
⎯ decision making based on factual evidence, and ⎯ focus on customer satisfaction, as well as on the needs and expectations of other relevant interested parties. NOTE In this International Standard, the term “top management” refers to the highest level of decision making authority in an organization and the term “the organization” covers all people in an organization. This is consistent with the definitions of these terms given in ISO 9000. 4.2 Sustained success The organization can achieve sustained success by consistently meeting the needs and expectations of its interested parties, in a balanced way, over the long term. An organization’s environment is ever-changing and uncertain, and to achieve sustained success its top management should ⎯ have a long-term planning perspective, ⎯ constantly monitor and regularly analyse the organization’s environment, ⎯ identify all its relevant interested parties, assess their individual potential impacts on the organization’s performance, as well as determining how to meet their needs and expectations in a balanced way, ⎯ continually engage interested parties and keep them informed of the organization’s activities and plans, ⎯ establish mutually beneficial relationships with suppliers, partners and other interested parties, ⎯ make use of a wide variety of approaches, including negotiation and mediation, to balance the often competing needs and expectations of interested parties, ⎯ identify associated short and long-term risks and deploy an overall strategy for the organization to mitigate them, ⎯ anticipate future resource needs (including the competences required of its people),