SIST-TS IWA 4:2011
(Main)Quality management systems - Guidelines for the application of ISO 9001:2008 in local government
Quality management systems - Guidelines for the application of ISO 9001:2008 in local government
The objective of International Workshop Agreement IWA 4:2009 is to provide local governments with guidelines for the voluntary application of ISO 9001:2008 on an integral basis. These guidelines do not, however, add, change or modify the requirements of ISO 9001:2008.
For a local government to be considered reliable, it should guarantee minimum conditions of reliability for the processes that are necessary to provide all the services needed by its citizens in a consistent and reliable manner. All the local government's processes, including management, core, operational and support processes, should constitute a single, integral, quality management system. The integral character of this system is important because, otherwise, although a local government could be reliable in some areas of activity, it may be unreliable in others. For a government to be considered reliable, it should guarantee minimum conditions of reliability for all key processes and services. To achieve this, it is advisable that the local government clearly identify the management, core and support processes that, together, make it reliable (see Annex A). Annex B provides a diagnostic tool for local governments to evaluate the scope and maturity of their processes and services.
Systèmes de management de la qualité - Lignes directrices pour l'application de l'ISO 9001:2008 à la collectivité locale
Sistemi vodenja kakovosti - Smernice za uporabo standarda ISO 9001:2008 v lokalni oblasti
Ta mednarodni standard določa zahteve za sistem vodenja kakovosti, kjer:
a) mora organizacija prikazati svojo sposobnost, da dosledno zagotavlja proizvode, ki izpolnjujejo zahteve kupcev in veljavne zakone in predpise, in
b) poskuša organizacija krepiti zadovoljstvo kupcev z učinkovito uporabo sistema, vključno s
postopki za neprestano izboljševanje sistema in zagotavljanje skladnosti z zahtevami kupcev ter veljavnimi zakoni in predpisi.
OPOMBA 1: V tem mednarodnem standardu se izraz »proizvod« nanaša samo na:
a) proizvod, namenjen kupcu, oziroma proizvod, ki ga zahteva kupec;
b) vsak namenski rezultat, ki nastane pri postopku izdelave proizvoda.
OPOMBA 2: Zahteve zakonov in predpisov so lahko izražene kot zakonske zahteve.
General Information
Relations
Standards Content (Sample)
International Workshop
Agreement
IWA 4
Quality management systems —
Guidelines for the application
of ISO 9001:2008 in local government
* * * *
Systèmes de management de la qualité —
Lignes directrices pour l'application de l'ISO 9001:2008
à la collectivité locale
Reference number ©
ISO 2009
PDF disclaimer
This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but
shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In
downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat
accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.
Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation
parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In
the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.
© ISO 2009
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or
ISO's member body in the country of the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii
Quality Management Systems — Guidelines for the IWA 4:2009(E)
application of ISO 9001:2008 in local government
Contents Page
1 Scope for local government. 1
1.1 General. 1
1.2 Application in local government. 2
2 Normative reference .2
3 Terms and definitions in local government . 2
4 Quality management systems in local government . 6
4.1 General requirements.6
4.2 Documentation in local government. 7
5 Management responsibility in local government . 10
5.1 Management commitment.10
5.2 Customer/citizen approach in local government. 10
5.3 Quality policy in local government . 11
5.4 Planning in local government . 11
5.5 Responsibility, authority and communication in local government. 12
5.6 Management review in local government. 14
6 Resource management in local government . 15
6.1 Provision of resources . 15
6.2 Human resources in local government . 16
6.3 Infrastructure in local government . 17
6.4 Work environment in local government . 18
7 Service realization in local government. 19
7.1 Planning service realization . 19
7.2 Customer/citizen related processes in local government. 19
7.3 Design and development in local government. 22
7.4 Purchasing in local government. 27
7.5 Production and service provision in local government . 29
7.6 Control of monitoring and measurement equipment in local government . 32
8 Measurement, analysis and improvement in local government. 33
8.1 General orientation.33
8.2 Monitoring and measurement in local government. 34
8.3 Control of nonconforming service in local government . 37
8.4 Analysis of data in local government . 38
8.5 Improvement in local government . 39
Annex A . 42
Annex B . 43
Bibliography . 50
application of ISO 9001:2008 in local government
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). ISO's technical work is normally carried out through ISO technical committees in which
each ISO member body has the right to be represented. International organizations, governmental and
nongovernmental, in liaison with ISO, also take part in the work.
In order to respond to urgent market requirements, ISO has also introduced the possibility of preparing
documents through a workshop mechanism, external to its normal committee processes. These documents
are published by ISO as International Workshop Agreements. Proposals to hold such workshops may come
from any source and are subject to approval by the ISO Technical Management Board which also designates
an ISO member body to assist the proposer in the organization of the workshop. International Workshop
Agreements are approved by consensus amongst the individual participants in such workshops. Although it is
permissible that competing International Workshop Agreements exist on the same subject, an International
Workshop Agreement shall not conflict with an existing ISO or IEC standard.
An International Workshop Agreement is reviewed after three years, under the responsibility of the member
body designated by the Technical Management Board, in order to decide whether it will be confirmed for a
further three years, transferred to an ISO technical body for revision, or withdrawn. If the International
Workshop Agreement is confirmed, it is reviewed again after a further three years, at which time it must be
either revised by the relevant ISO technical body or withdrawn.
Attention is drawn to the possibility that some of the elements of this International Workshop Agreement may
be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights.
This second edition of International Workshop Agreement IWA 4 cancels and replaces the first edition
(IWA 4:2005), which has been technically revised.
This second edition of International Workshop Agreement IWA 4 was unanimously approved at a workshop
th th
held in Leon, Guanajuato, Mexico in November 28 to 30 2008, which was hosted by the International
Foundation for Development of Reliable Local Governments (FIDEGOC), the IWA 4 International Secretariat
headquarters, in agreement with the Sub Committee 54 of the Mexican Committee to ISO (CMISO). The
workshop meeting was held with the support of the State Government of Guanajuato through the Government’
Secretary and the Federal Government of Mexico through the National Institute for Federalism and Municipal
Development, the Federalism and Municipal Development Commission of the Federal Chamber of Deputies
and the General Bureau of Standards (DGN, Dirección General de Normas) of the Economics’ Secretary. It
was also supported by the Instituto Latinoamericano para la Calidad (INLAC), the Instituto Mexicano de
Normalizacion y Certificación (IMNC) and the Organización de Servicios Interdisciplinarios (OSI).
iv © ISO 2009 – All rights reserved
Quality Management Systems — Guidelines for the IWA 4:2009(E)
application of ISO 9001:2008 in local government
Introduction
One of the great challenges that societies face today is the need to develop and maintain citizens’
confidence in their governments and their institutions. In this respect, local governments have an
important role to play in creating sustainable local communities in which quality, cost effective and
consistent public services help to promote sustainable economic prosperity and social justice at the
local level, by deploying and interacting with national and regional policies in a consistent and
compatible way. In extreme cases, local governments can provide stability and promote
governability and governance when these are lacking at the regional or national level. In this way, it
should be possible to build stronger regional, national and global governments working from the
local level. By securing a high quality performance of the municipal government, public policies
coming from other government levels can be corrected and improved, allowing the whole system to
become stronger. This type of coherent approach will help build reliable and consistent
governments, at the local, regional and national level.
Although the needs and expectations of local citizens can vary significantly in different parts of the
world, local governments worldwide are experiencing higher levels of democracy and pluralism,
which require them to increase their ability to carry out their mandates in an effective and
transparent way. This in turn requires sound management of the different resources and processes
available to local government in order for these to work together coherently and effectively as a
system.
Local governments depend on their citizens and they should satisfy the citizen’s needs. But local
governments also depend on other level of governments, such as state, national and International.
Citizens expect to have a community provided with all the services, safety and security, good roads,
and public transportation available, there is easiness for document proceeding, local government is
transparent, health and education systems available, infrastructure is present, all needs are
satisfied. Citizens feel they are represented by local government, environment is protected. Citizens
also need to organize in associations, in order to focus and agree on community expectations and
needs.
International bodies provide for world policies, legal structure, global vision.
Key areas for effective operation of local governments are:
• Communication means with the community, through surveys, suggestion box, website,
email, letters, assemblies, chamber meetings, claims, referenda, elections among others.
• SWOT analysis with the community, with associations, internal, with higher government,
identifying a mission, vision, strategies, objectives, goals, actions, responsible.
• Improvement process should follow a structured approach, such as “Plan-Do-Check-Act” (or
PDCA) methodology, and should be applied consistently with the process approach for all
processes.
• Protect Client property.
A quality management system is the way in which a local government can direct and control its
activities, in order to satisfy the needs and expectations of the local community. Broadly, it consists
of the organizational structure together with the planning, processes, resources and documentation
that are needed to achieve the quality objectives, and to provide continual improvement of the
products and services that are being provided. ISO 9001:2008 “Quality management systems –
application of ISO 9001:2008 in local government
Requirements” has gained widespread acceptance as a basis for the development of such a
system. Its effective implementation provides an excellent tool for local governments to be able to
provide confidence to local citizens that their needs and expectations are fully understood and are
capable of being met on a consistent basis and in a timely manner.
The current key documents from the ISO 9000 family of standards consist of
• ISO 9000:2005, which sets out the concepts, principles, fundamentals and vocabulary for
quality management systems in general,
• ISO 9001:2008, which sets out the requirements for a system to be able to consistently meet
the needs and expectations of customers (who in this case are the local citizens),
• ISO 9004.
This International Workshop Agreement has been prepared in order to provide local governments
worldwide with a consistent approach to quality management. It aims to “translate” the technical
language of ISO 9001:2008 into language that is more user-friendly for people who are involved in
local government. In doing so, the intent is to stimulate and facilitate the use of ISO 9001:2008 in
local government. However, since the specific circumstances of local governments in different
regions and cultures will necessarily be different, it is
...
SLOVENSKI STANDARD
01-september-2011
Sistemi vodenja kakovosti - Smernice za uporabo standarda ISO 9001:2008 v
lokalni oblasti
Quality management systems - Guidelines for the application of ISO 9001:2008 in local
government
Systèmes de management de la qualité - Lignes directrices pour l'application de l'ISO
9001:2008 à la collectivité locale
Ta slovenski standard je istoveten z: IWA 4:2009
ICS:
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
International Workshop
Agreement
IWA 4
Quality management systems —
Guidelines for the application
of ISO 9001:2008 in local government
* * * *
Systèmes de management de la qualité —
Lignes directrices pour l'application de l'ISO 9001:2008
à la collectivité locale
Reference number ©
ISO 2009
PDF disclaimer
This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but
shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In
downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat
accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.
Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation
parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In
the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.
© ISO 2009
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or
ISO's member body in the country of the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii
Quality Management Systems — Guidelines for the IWA 4:2009(E)
application of ISO 9001:2008 in local government
Contents Page
1 Scope for local government. 1
1.1 General. 1
1.2 Application in local government. 2
2 Normative reference .2
3 Terms and definitions in local government . 2
4 Quality management systems in local government . 6
4.1 General requirements.6
4.2 Documentation in local government. 7
5 Management responsibility in local government . 10
5.1 Management commitment.10
5.2 Customer/citizen approach in local government. 10
5.3 Quality policy in local government . 11
5.4 Planning in local government . 11
5.5 Responsibility, authority and communication in local government. 12
5.6 Management review in local government. 14
6 Resource management in local government . 15
6.1 Provision of resources . 15
6.2 Human resources in local government . 16
6.3 Infrastructure in local government . 17
6.4 Work environment in local government . 18
7 Service realization in local government. 19
7.1 Planning service realization . 19
7.2 Customer/citizen related processes in local government. 19
7.3 Design and development in local government. 22
7.4 Purchasing in local government. 27
7.5 Production and service provision in local government . 29
7.6 Control of monitoring and measurement equipment in local government . 32
8 Measurement, analysis and improvement in local government. 33
8.1 General orientation.33
8.2 Monitoring and measurement in local government. 34
8.3 Control of nonconforming service in local government . 37
8.4 Analysis of data in local government . 38
8.5 Improvement in local government . 39
Annex A . 42
Annex B . 43
Bibliography . 50
application of ISO 9001:2008 in local government
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). ISO's technical work is normally carried out through ISO technical committees in which
each ISO member body has the right to be represented. International organizations, governmental and
nongovernmental, in liaison with ISO, also take part in the work.
In order to respond to urgent market requirements, ISO has also introduced the possibility of preparing
documents through a workshop mechanism, external to its normal committee processes. These documents
are published by ISO as International Workshop Agreements. Proposals to hold such workshops may come
from any source and are subject to approval by the ISO Technical Management Board which also designates
an ISO member body to assist the proposer in the organization of the workshop. International Workshop
Agreements are approved by consensus amongst the individual participants in such workshops. Although it is
permissible that competing International Workshop Agreements exist on the same subject, an International
Workshop Agreement shall not conflict with an existing ISO or IEC standard.
An International Workshop Agreement is reviewed after three years, under the responsibility of the member
body designated by the Technical Management Board, in order to decide whether it will be confirmed for a
further three years, transferred to an ISO technical body for revision, or withdrawn. If the International
Workshop Agreement is confirmed, it is reviewed again after a further three years, at which time it must be
either revised by the relevant ISO technical body or withdrawn.
Attention is drawn to the possibility that some of the elements of this International Workshop Agreement may
be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights.
This second edition of International Workshop Agreement IWA 4 cancels and replaces the first edition
(IWA 4:2005), which has been technically revised.
This second edition of International Workshop Agreement IWA 4 was unanimously approved at a workshop
th th
held in Leon, Guanajuato, Mexico in November 28 to 30 2008, which was hosted by the International
Foundation for Development of Reliable Local Governments (FIDEGOC), the IWA 4 International Secretariat
headquarters, in agreement with the Sub Committee 54 of the Mexican Committee to ISO (CMISO). The
workshop meeting was held with the support of the State Government of Guanajuato through the Government’
Secretary and the Federal Government of Mexico through the National Institute for Federalism and Municipal
Development, the Federalism and Municipal Development Commission of the Federal Chamber of Deputies
and the General Bureau of Standards (DGN, Dirección General de Normas) of the Economics’ Secretary. It
was also supported by the Instituto Latinoamericano para la Calidad (INLAC), the Instituto Mexicano de
Normalizacion y Certificación (IMNC) and the Organización de Servicios Interdisciplinarios (OSI).
iv © ISO 2009 – All rights reserved
Quality Management Systems — Guidelines for the IWA 4:2009(E)
application of ISO 9001:2008 in local government
Introduction
One of the great challenges that societies face today is the need to develop and maintain citizens’
confidence in their governments and their institutions. In this respect, local governments have an
important role to play in creating sustainable local communities in which quality, cost effective and
consistent public services help to promote sustainable economic prosperity and social justice at the
local level, by deploying and interacting with national and regional policies in a consistent and
compatible way. In extreme cases, local governments can provide stability and promote
governability and governance when these are lacking at the regional or national level. In this way, it
should be possible to build stronger regional, national and global governments working from the
local level. By securing a high quality performance of the municipal government, public policies
coming from other government levels can be corrected and improved, allowing the whole system to
become stronger. This type of coherent approach will help build reliable and consistent
governments, at the local, regional and national level.
Although the needs and expectations of local citizens can vary significantly in different parts of the
world, local governments worldwide are experiencing higher levels of democracy and pluralism,
which require them to increase their ability to carry out their mandates in an effective and
transparent way. This in turn requires sound management of the different resources and processes
available to local government in order for these to work together coherently and effectively as a
system.
Local governments depend on their citizens and they should satisfy the citizen’s needs. But local
governments also depend on other level of governments, such as state, national and International.
Citizens expect to have a community provided with all the services, safety and security, good roads,
and public transportation available, there is easiness for document proceeding, local government is
transparent, health and education systems available, infrastructure is present, all needs are
satisfied. Citizens feel they are represented by local government, environment is protected. Citizens
also need to organize in associations, in order to focus and agree on community expectations and
needs.
International bodies provide for world policies, legal structure, global vision.
Key areas for effective operation of local governments are:
• Communication means with the community, through surveys, suggestion box, website,
email, letters, assemblies, chamber meetings, claims, referenda, elections among others.
• SWOT analysis with the community, with associations, internal, with higher government,
identifying a mission, vision, strategies, objectives, goals, actions, responsible.
• Improvement process should follow a structured approach, such as “Plan-Do-Check-Act” (or
PDCA) methodology, and should be applied consistently with the process approach for all
processes.
• Protect Client property.
A quality management system is the way in which a local government can direct and control its
activities, in order to satisfy the needs and expectations of the local community. Broadly, it consists
of the organizational structure together with the planning, processes, resources and documentation
that are needed to achieve the quality objectives, and to provide continual improvement of the
products and services that are being provided. ISO 9001:2008 “Quality management systems –
application of ISO 9001:2008 in local government
Requirements” has gained widespread acceptance as a basis for the development of such a
system. Its effective implementation provides an excellent tool for local governments to be able to
provide confidence to local citizens that their needs and expectations are fully understood and are
capable of being met on a consistent basis and in a timely manner.
The current key documents from the ISO 9000 fa
...
SLOVENSKI SIST-TS IWA 4
STANDARD
september 2011
Sistemi vodenja kakovosti – Smernice za uporabo standarda
ISO 9001:2008 v lokalni oblasti
Quality management systems – Guidelines for the application of
ISO 9001:2008 in local government
Referenčna oznaka
ICS 03.120.10; 03.180 SIST-TS IWA 4:2011 (sl,en)
Nadaljevanje na straneh od 2 do 99
© 2011-09. Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov standarda ni dovoljeno.
SIST-TS IWA 4 : 2011
2 NACIONALNI UVOD
Tehnična specifikacija SIST-TS IWA 4 (sl, en), Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2008 v lokalni oblasti, 2011, ima status slovenske tehnične specifikacije in je enakovredna dogovoru mednarodne delavnice IWA 4, Quality management systems – Guidelines for the application of ISO 9001:2008 in local government, druga izdaja, 2009.
NACIONALNI PREDGOVOR
Dogovor mednarodne delavnice IWA 4 je bil potrjen 28. do 30. novembra 2009 na delavnici v Leonu, Guanajuato, Mehika, ki sta jo gostila Mednarodni sklad za razvoj zanesljivih lokalnih oblasti (FIDEGOC) in Centrala Mednarodnega sekretariata IWA 4 v dogovoru s pododborom 54 Mehiškega odbora ISO (CMISO). Delavnico so podprli vlada države Guanajuato preko sekretarja vlade in zvezna vlada Mehike preko Nacionalnega inštituta za federalizem in razvoj občin, Komisija za federalizem in razvoj občin pri Zvezni poslanski zbornici ter Generalni urad za standarde (DGN, Dirección General de Normas) pri Sekretariatu za gospodarstvo. Podprli so jo tudi Instituto Latinoamericano para la Calidad (INLAC), Instituto Mexicano de Normalizacion y Certificación (IMNC) in Organización de Servicios Interdisciplinarios International (OSI).
Slovenska tehnična specifikacija SIST-TS IWA 4:2011 je prevod angleškega besedila dogovora mednarodne delavnice IWA 4:2009. V primeru spora glede besedila slovenskega prevoda v tej tehnični specifikaciji je odločilen izvirni dogovor mednarodne delavnice v angleškem jeziku. Slovensko-angleško izdajo tehnične specifikacije je pripravil in potrdil tehnični odbor SIST/TC VZK Vodenje in zagotavljanje kakovosti.
Odločitev za izdajo te tehnične specifikacije je 12. julija 2011 sprejel tehnični odbor SIST/TC VZK Vodenje in zagotavljanje kakovosti.
ZVEZE S STANDARDI
S privzemom te tehnične specifikacije veljajo naslednje zveze: SIST TS IWA 1:2007 (sl,en)
Sistemi vodenja kakovosti – Smernice za izboljšave procesov v zdravstvenih organizacijah SIST TS IWA 2:2008 (sl,en) Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v izobraževanju SIST EN ISO 9000:2005 (sl,en) Sistemi vodenja kakovosti – Osnove in slovar SIST EN ISO 9001:2008 (sl,en) Sistemi vodenja kakovosti – Zahteve SIST EN ISO 9004:2009 (sl,en) Vodenje za trajno uspešnost organizacije – Pristop z vodenjem kakovosti (ISO 9004:2009) SIST ISO 10001:2008 (en) Vodenje kakovosti – Zadovoljstvo odjemalcev – Smernice za kodeks ravnanja organizacij SIST ISO 10002:2004 (en) Vodenje kakovosti – Zadovoljstvo odjemalcev – Smernice za ravnanje s pritožbami v organizacijah SIST ISO 10003:2008 (en)
Vodenje kakovosti – Zadovoljstvo odjemalcev – Smernice za reševanje nesoglasij z zunanjimi organizacijami SIST ISO 10005:2005 (en) Sistemi vodenja kakovosti – Smernice za plane kakovosti SIST ISO 10006:2004 (en) Sistemi vodenja kakovosti – Smernice za vodenje kakovosti projektov SIST ISO 10015:2002 (en)
Vodenje kakovosti – Smernice za usposabljanje SIST EN ISO 19011:2003 (sl,en) Smernice za presojanje sistemov vodenja kakovosti in/ali sistemov ravnanja z okoljem
SIST-TS IWA 4 : 2011
3OSNOVA ZA IZDAJO STANDARDA
–
privzem IWA 4:2009
OPOMBI
–
Nacionalni uvod in nacionalni predgovor nista sestavni del tehnične specifikacije.
–
Lokalna oblast je splošni pojem, ki zajema državne organe na lokalni ravni in lokalno samoupravo.
SIST-TS IWA 4 : 2011
VSEBINA Stran CONTENTS PagePredgovor.60
Uvod.80.1
Splošno.120.2
Procesni pristop v lokalni oblasti.151
Predmet standarda za lokalno oblast.191.1
Splošno.191.2
Uporaba v lokalni oblasti.202
Zveze z drugimi standardi.213
Izrazi in definicije v lokalni oblasti.214
Sistemi vodenja kakovosti v lokalni
oblasti.254.1
Splošne zahteve.254.2
Dokumentacija v lokalni oblasti.275
Odgovornost vodstva v lokalni
oblasti.315.1
Zavezanost vodstva.315.2
Pristop k odjemalcem/občanom v
lokalni oblasti.325.3
Politika kakovosti v lokalni oblasti.335.4
Planiranje v lokalni oblasti.335.5
Odgovornosti, pooblastila in
komuniciranje v lokalni oblasti.355.6
Vodstveni pregled v lokalni oblasti.376
Vodenje virov v lokalni
oblasti.406.1
Priskrba virov.406.2
Človeški viri v lokalni oblasti.406.3
Infrastruktura v lokalni oblasti.426.4
Delovno okolje v lokalni oblasti.437
Realizacija storitve v lokalni oblasti.447.1
Planiranje realizacije storitve.447.2
Procesi, povezani z odjemalci/občani
v lokalni oblasti.457.3
Snovanje in razvoj v lokalni
oblasti.497.4
Nabava v lokalni oblasti.567.5
Proizvodnja in izvedba storitev v
lokalni oblasti.597.6
Obvladovanje nadzorne in merilne
opreme v lokalni oblasti.658
Merjenje, analize in izboljševanje
v lokalni oblasti.66 Foreword.60
Introduction.80.1
General.120.2
Process approach in local government.151
Scope for local government.191.1
General.191.2
Application in local government.202
Normative reference.213
Terms and definitions in local government 214
Quality management systems in local government .254.1
General requirements.254.2
Documentation in local government .275
Management responsibility in local government .315.1
Management commitment.315.2
Customer/citizen approach in local government.325.3
Quality policy in local government.335.4
Planning in local government .335.5
Responsibility, authority and communication in local government.355.6
Management review in local government.376
Resource management in local
government .406.1
Provision of resources .406.2
Human resources in local government .406.3
Infrastructure in local government .426.4
Work environment in local government .437
Service realization in local government.447.1
Planning service realization.447.2
Customer/citizen related processes
in local government.457.3
Design and development in local
government .497.4
Purchasing in local government.567.5
Production and service provision
in local government .597.6
Control of monitoring and measurement
equipment in local government.658
Measurement, analysis and improvement
in local government.66
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58.1
Splošna usmeritev.668.2
Nadzorovanje in merjenje v lokalni
oblasti.678.3
Obvladovanje neskladnih storitev
v lokalni oblasti.728.4
Analiza podatkov v lokalni oblasti.738.5
Izboljševanje v lokalni oblasti.74Dodatek A: Tipični procesi za
celovito vodenje kakovosti lokalnih
oblasti.78Dodatek B: "Kontrolni" sistem za zanesljivo
lokalno oblast.80Literatura.948.1
General orientation.668.2
Monitoring and measurement in local government.678.3
Control of nonconforming service in local government .728.4
Analysis of data in local government .738.5
Improvement in local government.74Annex A: Typical Processes for the Integral
Quality Management of local
Governments.79Annex B: "Check Up" System for Reliable
Local Government.81Bibliography .95
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Predgovor
Foreword ISO (Mednarodna organizacija za standardizacijo)je svetovna zveza nacionalnih organov zastandarde (članov ISO). Tehnično delo ISOponavadi opravljajo tehnični odbori ISO, vkaterih ima pravico biti zastopan vsak član ISO.Pri delu sodelujejo tudi mednarodne vladne innevladne organizacije, povezane z ISO.
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). ISO’s technical work is normally carried out through ISO technical committees in which each ISO member body has the right to be represented. International organizations, governmental and nongovernmental, in liaison with ISO, also take part in the work V odgovor na vse glasnejše zahteve trga je ISOuvedel možnost, da se dokumenti pripravijo vdelavnicah, in to zunaj postopkov, običajnih zadelo v odborih. ISO te dokumente objavlja kotdogovore mednarodnih delavnic (InternationalWorkshop Agreements – IWA). Izvedbo takedelavnice lahko predlaga kdorkoli, potrditi pa jomora Strokovni odbor ISO (ISO TechnicalManagement Board), ki tudi imenuje člana ISOza pomoč predlagatelju pri organizacijidelavnice. Dogovore mednarodnih delavnic skonsenzom potrdijo sodelujoči na delavnicah. Čeprav lahko obstaja več konkurenčnihdogovorov mednarodnih delavnic na isto temo,pa ti ne smejo biti v nasprotju z obstoječimstandardom ISO ali IEC.
In order to respond to urgent market requirements, ISO has also introduced the possibility of preparing documents through a workshop mechanism, external to its normal committee processes. These documents are published by ISO as International Workshop Agreements. Proposals to hold such workshops may come from any source and are subjectto approval by the ISO Technical Management Board which also designates an ISO member body to assist the proposer in the organization of the workshop. International Workshop Agreementsare approved by consensus amongst the individual participants in such workshops. Although it is permissible that competing International Workshop Agreements exist on the same subject, an International Workshop Agreement shall not conflict with an existing ISO or IEC standard. Član, ki ga je imenoval Strokovni odbor, jeodgovoren, da po treh letih pregleda dogovormednarodne delavnice in odloči, ali naj bopotrjen še za nadaljnja tri leta, poslantehničnemu odboru ISO v revizijo ali umaknjen.Če je dogovor mednarodne delavnice potrjen, gaponovno pregledajo čez tri leta. Takrat ga moraustrezni tehnični odbor ISO revidirati ali umakniti. An International Workshop Agreement is reviewed after three years, under the responsibility of the member body designated by the Technical Management Board, in order to decide whether it will be confirmed for a further three years, transferred to an ISO technical body for revision, or withdrawn. If the International Workshop Agreement is confirmed, it is reviewed again after a further three years, at which time it must be either revised by therelevant ISO technical body or withdrawn. Opozarjamo, da so nekateri elementi tegadogovora mednarodne delavnice lahko predmetpatentnih pravic. ISO ne prevzema odgovornostiza identificiranje nobene od takih patentnihpravic.
Attention is drawn to the possibility that some of the elements of this International Workshop Agreement may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Ta druga izdaja dogovora mednarodne delavnice IWA 4 razveljavlja in nadomešča prvoizdajo (IWA 4:2005), ki je tehnično revidirana.
This second edition of International Workshop Agreement IWA 4 cancels and replaces the first edition
(IWA 4:2005), which has been technically revised.
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7Ta druga izdaja dogovora mednarodnedelavnice IWA 4 je bila soglasno potrjena nadelavnici, ki je od 28. do 30. novembra 2008potekala v Leonu, Guanajuato, Mehika, in sta jo gostila Mednarodni sklad za razvoj zanesljivihlokalnih oblasti (FIDEGOC) in CentralaMednarodnega sekretariata IWA 4 v dogovoru spododborom 54 Mehiškega odbora ISO(CMISO). Delavnico so podprli Vlada državeGuanajuato preko sekretarja vlade in zveznavlada Mehike preko Nacionalnega inštituta zafederalizem in razvoj občin, Komisija zafederalizem in razvoj občin pri Zvezni poslanskizbornici ter Generalni urad za standarde (DGN,Dirección General de Normas) pri Sekretariatuza gospodarstvo. Podprli so jo tudi InstitutoLatinoamericano para la Calidad (INLAC),Instituto Mexicano de Normalizacion yCertificación (IMNC) in Organización deServicios Interdisciplinarios International (OSI).
This second edition of International Workshop Agreement IWA 4 was unanimously approved at a workshop held in Leon, Guanajuato, Mexico in November 28th to 30th 2008, which was hosted by the International Foundation for Development of Reliable Local Governments (FIDEGOC), the IWA 4 International Secretariat headquarters, in agreement with the Sub Committee 54 of the Mexican Committee to ISO (CMISO). The workshop meeting was held with the support of the State Government of Guanajuato through the Government’ Secretary and the Federal Government of Mexico through the National Institute for Federalism and Municipal Development, the Federalism and Municipal Development Commission of the Federal Chamber of Deputies and the General Bureau of Standards (DGN, Dirección General de Normas) of the Economics’ Secretary. It was also s
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