SIST EN ISO 9004:2018
(Main)Quality management - Quality of an organization - Guidance to achieve sustained success (ISO 9004:2018)
Quality management - Quality of an organization - Guidance to achieve sustained success (ISO 9004:2018)
This document gives guidelines for enhancing an organization’s ability to achieve sustained success.
This guidance is consistent with the quality management principles given in ISO 9000:2015.
This document provides a self-assessment tool to review the extent to which the organization has
adopted the concepts in this document.
This document is applicable to any organization, regardless of its size, type and activity.
Qualitätsmanagement - Qualität einer Organisation - Anleitung zum Erreichen nachhaltigen Erfolgs (ISO 9004:2018)
Dieses Dokument gibt Leitlinien für die Verbesserung der Fähigkeit einer Organisation, nachhaltigen Erfolg zu erzielen. Diese Anleitung steht im Einklang mit den Qualitätsmanagementgrundsätzen nach ISO 9000:2015.
Dieses Dokument bietet ein Werkzeug zur Selbstbewertung, um zu überprüfen, in welchem Maß die Organisation die in diesem Dokument enthaltenen Konzepte übernommen hat.
Dieses Dokument gilt für jede Organisation ungeachtet ihrer Größe, Art und Tätigkeit.
Management de la qualité - Qualité organisationnelle - Guidance pour atteindre performances durables (ISO 9004:2018)
L'ISO 9004:2018 fournit des lignes directrices permettant d'améliorer l'aptitude d'un organisme à obtenir des performances durables. Ces lignes directrices sont cohérentes avec les principes de management de la qualité énoncés dans l'ISO 9000:2015.
L'ISO 9004:2018 fournit un outil d'auto-évaluation permettant de déterminer le niveau d'adoption par l'organisme des concepts énoncés dans le présent document.
L'ISO 9004:2018 s'applique à tout organisme, quels que soient sa taille, son type et son activité.
Vodenje kakovosti - Kakovost organizacije - Napotki za doseganje trajne uspešnosti (ISO 9004:2018)
Ta dokument podaja smernice za izboljšanje zmožnosti organizacije za doseganje trajne uspešnosti. Te smernice so skladne z načeli vodenja kakovosti, podanimi v standardu ISO 9000:2015.
Ta dokument podaja samoocenjevalno orodje za preverjanje, v kolikšnem obsegu je organizacija sprejela načela iz tega dokumenta.
Ta dokument se lahko uporablja v vseh organizacijah ne glede na velikost, vrsto in dejavnosti.
General Information
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SLOVENSKI STANDARD
SIST EN ISO 9004:2018
01-junij-2018
1DGRPHãþD
SIST EN ISO 9004:2009
Vodenje kakovosti - Kakovost organizacije - Napotki za doseganje trajne
uspešnosti (ISO 9004:2018)
Quality management - Quality of an organization - Guidance to achieve sustained
success (ISO 9004:2018)
Qualitätsmanagement - Qualität einer Organisation - Anleitung zum Erreichen
nachhaltigen Erfolgs (ISO 9004:2018)
Management de la qualité - Qualité organisationnelle - Guidance pour atteindre
performances durables (ISO 9004:2018)
Ta slovenski standard je istoveten z: EN ISO 9004:2018
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
SIST EN ISO 9004:2018 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST EN ISO 9004:2018
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SIST EN ISO 9004:2018
EN ISO 9004
EUROPEAN STANDARD
NORME EUROPÉENNE
April 2018
EUROPÄISCHE NORM
ICS 03.120.10; 03.100.70 Supersedes EN ISO 9004:2009
English Version
Quality management - Quality of an organization -
Guidance to achieve sustained success (ISO 9004:2018)
Management de la qualité - Qualité d'un organisme - Qualitätsmanagement - Qualität einer Organisation -
Lignes directrices pour obtenir des performances Anleitung zum Erreichen nachhaltigen Erfolgs (ISO
durables (ISO 9004:2018) 9004:2018)
This European Standard was approved by CEN on 22 March 2018.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2018 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9004:2018 E
worldwide for CEN national Members.
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SIST EN ISO 9004:2018
EN ISO 9004:2018 (E)
Contents Page
European foreword . 3
2
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SIST EN ISO 9004:2018
EN ISO 9004:2018 (E)
European foreword
This document (EN ISO 9004:2018) has been prepared by Technical Committee ISO/TC 176 “Quality
management and quality assurance”.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by October 2018, and conflicting national standards shall
be withdrawn at the latest by October 2018.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN ISO 9004:2009.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and the United Kingdom.
Endorsement notice
The text of ISO 9004:2018 has been approved by CEN as EN ISO 9004:2018 without any modification.
3
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SIST EN ISO 9004:2018
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SIST EN ISO 9004:2018
INTERNATIONAL ISO
STANDARD 9004
Fourth edition
2018-04
Quality management — Quality of an
organization — Guidance to achieve
sustained success
Management de la qualité — Qualité d'un organisme — Lignes
directrices pour obtenir des performances durables
Reference number
ISO 9004:2018(E)
©
ISO 2018
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Quality of an organization and sustained success . 1
4.1 Quality of an organization . 1
4.2 Managing for the sustained success of an organization . 2
5 Context of an organization . 3
5.1 General . 3
5.2 Relevant interested parties . 3
5.3 External and internal issues . 4
6 Identity of an organization . 4
6.1 General . 4
6.2 Mission, vision, values and culture . 5
7 Leadership . 5
7.1 General . 5
7.2 Policy and strategy. 6
7.3 Objectives. 7
7.4 Communication . 7
8 Process management . 8
8.1 General . 8
8.2 Determination of processes . 8
8.3 Responsibility and authority for processes . 9
8.4 Managing processes. 9
9 Resource management .11
9.1 General .11
9.2 People.12
9.2.1 General.12
9.2.2 Engagement of people .12
9.2.3 Empowerment and motivation of people .12
9.2.4 Competence of people .12
9.3 Organizational knowledge .13
9.4 Technology .13
9.5 Infrastructure and work environment .14
9.5.1 General.14
9.5.2 Infrastructure .14
9.5.3 Work environment .14
9.6 Externally provided resources .14
9.7 Natural resources .15
10 Analysis and evaluation of an organization’s performance .16
10.1 General .16
10.2 Performance indicators .16
10.3 Performance analysis .17
10.4 Performance evaluation .18
10.5 Internal audit .19
10.6 Self-assessment .19
10.7 Reviews . .20
11 Improvement, learning and innovation .20
11.1 General .20
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
11.2 Improvement .20
11.3 Learning .21
11.4 Innovation .22
11.4.1 General.22
11.4.2 Application .22
11.4.3 Timing and risk .22
Annex A (informative) Self-assessment tool .24
Bibliography .58
iv © ISO 2018 – All rights reserved
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/ iso/ foreword .html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee 2, Quality systems.
This fourth edition cancels and replaces the third edition (ISO 9004:2009), which has been technically
revised. The main changes compared to the previous edition are as follows:
— alignment with the concepts and terminology of ISO 9000:2015 and ISO 9001:2015;
— focus on the concept of “quality of an organization”;
— focus of the concept of “identity of an organization”.
© ISO 2018 – All rights reserved v
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
Introduction
This document provides guidance for organizations to achieve sustained success in a complex,
demanding and ever-changing environment, with reference to the quality management principles
described in ISO 9000:2015. Where they are applied collectively, quality management principles can
provide a unifying basis for an organization’s values and strategies.
While ISO 9001:2015 focuses on providing confidence in an organization’s products and services, this
document focuses on providing confidence in the organization’s ability to achieve sustained success.
Top management’s focus on the organization’s ability to meet the needs and expectations of customers
and other relevant interested parties provides confidence in achieving sustained success. This
document addresses the systematic improvement of the organization’s overall performance. It includes
the planning, implementation, analysis, evaluation and improvement of an effective and efficient
management system.
Factors affecting an organization’s success continually emerge, evolve, increase or diminish over
the years, and adapting to these changes is important for sustained success. Examples include social
responsibility, environmental and cultural factors, in addition to those that might have been previously
considered, such as efficiency, quality and agility; taken together, these factors are part of the
organization’s context.
The ability to achieve sustained success is enhanced by managers at all levels learning about and
understanding the organization’s evolving context. Improvement and innovation also support sustained
success.
This document promotes self-assessment and provides a self-assessment tool for reviewing the extent
to which the organization has adopted the concepts in this document (see Annex A).
A representation of the structure of this document, incorporating the elements essential to achieve
sustained success of an organization as covered in this document, is presented in Figure 1.
vi © ISO 2018 – All rights reserved
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
Figure 1 — Representation of the structure of this document
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SIST EN ISO 9004:2018
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SIST EN ISO 9004:2018
INTERNATIONAL STANDARD ISO 9004:2018(E)
Quality management — Quality of an organization —
Guidance to achieve sustained success
1 Scope
This document gives guidelines for enhancing an organization’s ability to achieve sustained success.
This guidance is consistent with the quality management principles given in ISO 9000:2015.
This document provides a self-assessment tool to review the extent to which the organization has
adopted the concepts in this document.
This document is applicable to any organization, regardless of its size, type and activity.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements 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 9000:2015, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000:2015 apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
4 Quality of an organization and sustained success
4.1 Quality of an organization
The quality of an organization is the degree to which the inherent characteristics of the organization
fulfil the needs and expectations of its customers and other interested parties, in order to achieve
sustained success. It is up to the organization to determine what is relevant to achieve sustained
success.
NOTE 1 The term “quality of an organization” is derived from the definition of “quality” given in ISO 9000:2015,
3.6.2 (“the degree to which a set of inherent characteristics of an object fulfils requirements”), and from the
definition of “requirement” given in ISO 9000:2015, 3.6.4, (“needs or expectations that are stated, generally
implied or obligatory”). It is distinct from the purpose of ISO 9001, which focuses on the quality of products and
services in order to give confidence in the ability of an organization to provide conforming products and services
and to enhance its customers’ satisfaction.
NOTE 2 All references to “needs and expectations” mean “relevant needs and expectations”.
NOTE 3 All references to “interested parties” mean “relevant interested parties”.
NOTE 4 All references to “interested parties” include customers.
© ISO 2018 – All rights reserved 1
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
The organization should go beyond the quality of its products and services and the needs and
expectations of its customers. To achieve sustained success, the organization should focus on
anticipating and meeting the needs and expectations of its interested parties, with the intent of
enhancing their satisfaction and overall experience.
The organization should apply all of the quality management principles (see ISO 9000:2015) to achieve
sustained success. Particular attention should be given to the principles of “customer focus” and
“relationship management” to meet the different needs and expectations of interested parties.
The needs and expectations of individual interested parties can be different, aligned to, or in conflict
with those of other interested parties, or can change quickly. The means by which the needs and
expectations of interested parties are expressed and met can take a wide variety of forms, for example
co-operation, negotiation, outsourcing, or by terminating an activity; consequently, the organization
should give consideration to the interrelationships of its interested parties when addressing their
needs and expectations.
The composition of interested parties can differ significantly over time and between organizations,
industries, cultures and nations; Figure 2 provides examples of interested parties and their needs and
expectations.
Figure 2 — Examples of interested parties and their needs and expectations
4.2 Managing for the sustained success of an organization
4.2.1 The quality of an organization is enhanced and sustained success can be achieved by consistently
meeting the needs and expectations of its interested parties over the long term. Short- and medium-term
objectives should support this long-term strategy.
As the context of an organization will be ever-changing, to achieve sustained success top
management should:
a) regularly monitor, analyse, evaluate and review the organization’s context in order to identify all
interested parties, determine their needs and expectations and their individual potential impacts
on the organization’s performance;
b) determine, implement and communicate the organization’s mission, vision and values, and promote
an aligned culture;
c) determine short- and long-term risks and opportunities;
d) determine, implement and communicate the organization’s policies, strategy and objectives;
e) determine the relevant processes and manage them so that they function within a coherent system;
f) manage the organization’s resources to enable its processes to achieve their intended results;
g) monitor, analyse, evaluate and review the organization’s performance;
h) establish a process for improvement, learning and innovation in order to support the organization’s
ability to respond to changes in the context of the organization.
2 © ISO 2018 – All rights reserved
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SIST EN ISO 9004:2018
ISO 9004:2018(E)
4.2.2 Consideration of the needs and expectations of interested parties can enable the organization:
a) to achieve objectives effectively and efficiently;
b) to eliminate conflicting responsibilities and relationships;
c) to harmonize and optimize practices;
d) to create consistency;
e) to improve communication;
f) to facilitate training, learning and personal development;
g) to facilitate focus on the most important characteristics of the organization;
h) to manage risks and opportunities to its brand or reputation;
i) to acquire and share knowledge.
5 Context of an organization
5.1 General
Understanding the context of an organization is a process that determines factors which influence the
organization’s ability to achieve sustained success. There are key factors to consider when determining
the context of an organization:
a) interested parties;
b) external issues;
c) internal issues.
5.2 Relevant interested parties
Interested parties are those that can affect, be affected by, or perceive themselves to be affected by a
decision or activity of the organization. The organization should determine which interested parties
are relevant. These relevant interested parties can be both external and internal, including customers,
and can impact the organization’s ability to achieve sustained success.
The organization should determine which interested parties:
a) are a risk to its sustained success if their relevant needs and expectations are not met;
b) can provide opportunities to enhance
...
SLOVENSKI SIST EN ISO 9004
STANDARD junij 2018
Vodenje kakovosti – Kakovost organizacije – Napotki za doseganje trajne
uspešnosti (ISO 9004:2018)
Quality management – Quality of an organization – Guidance to achieve sustained
success (ISO 9004:2018)
Qualitätsmanagement – Qualität einer Organisation – Anleitung zum Erreichen
nachhaltigen Erfolgs (ISO 9004:2018)
Management de la qualité – Qualité dʹun organisme – Lignes directrices pour
obtenir des performances durables (ISO 9004:2018)
Referenčna oznaka
ICS 13.100.70; 13.120.10 SIST EN ISO 9004:2018 (sl,en)
Nadaljevanje na strani II in od 1 do 127
© 2021-06: Slovenski inštitut za standardizacijo. Razmnoževanje ali kopiranje celote ali delov tega dokumenta ni dovoljeno.
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SIST EN ISO 9004 : 2018
NACIONALNI UVOD
Standard SIST EN ISO 9004 (sl, en), Vodenje kakovosti – Kakovost organizacije – Napotki za doseganje
trajne uspešnosti (ISO 9004:2018), 2018, ima status slovenskega standarda in je istoveten evropskemu
standardu EN ISO 9004, Quality management – Quality of an organization – Guidance to achieve
sustained success (ISO 9004:2018), 2018.
NACIONALNI PREDGOVOR
Mednarodni standard ISO 9004:2018 je pripravil tehnični odbor Mednarodne organizacije za
standardizacijo ISO/TC 176 Vodenje in zagotavljanje kakovosti. Slovenski standard SIST EN ISO
9004:2018 je prevod angleškega besedila evropskega standarda EN ISO 9004:2018, ki je istoveten
mednarodnemu standardu; dodan je evropski predgovor k dokumentu. V primeru spora glede besedila
slovenskega prevoda v tem standardu je odločilen izvirni evropski standard v angleškem jeziku.
Odločitev za izdajo tega dokumenta je 23. aprila 2018 sprejel SIST/TC VZK Vodenje in zagotavljanje
kakovosti.
ZVEZE S STANDARDI
S privzemom tega evropskega standarda, ki je istoveten mednarodnemu standardu, veljajo za omejeni
namen referenčnih standardov vsi standardi, navedeni v izvirniku, razen standardov, ki so že sprejeti v
nacionalno standardizacijo:
SIST EN ISO 9000:2015 (sl,en) Sistemi vodenja kakovosti – Osnove in slovar (ISO 9000:2015)
PREDHODNA IZDAJA
– SIST EN ISO 9004:2009 (sl,en)
OSNOVA ZA IZDAJO STANDARDA
– Privzem standarda EN ISO 9004:2018.
OPOMBE
– Povsod, kjer se v besedilu standarda uporablja izraz "evropski" ali "mednarodni" standard, v SIST
EN ISO 9004:2018 to pomeni "slovenski" standard.
– Nacionalni uvod in nacionalni predgovor nista sestavni del standarda.
– Ta nacionalni dokument je istoveten EN ISO 9004:2018 in je objavljen z dovoljenjem
Upravni center CEN-CENELEC
Rue de la Science 23
B-1040 Bruselj
Belgija
This national document is identical with EN ISO 9004:2018 and is published with the permission of
CEN-CENELEC Management Centre
Rue de Science 23
B-1040 Brussels
Belgium
II
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EVROPSKI STANDARD
EN ISO 9004
EUROPEAN STANDARD
NORME EUROPÉENNE
april 2018
EUROPÄISCHE NORM
ICS 03.120.10; 03.100.70 Nadomešča EN ISO 9004:2009
Slovenska izdaja
Vodenje kakovosti – Kakovost organizacije – Napotki za doseganje trajne
uspešnosti (ISO 9004:2018)
Quality management – Quality Management de la qualité – Qualitätsmanagement – Qualität
of an organization – Guidance Qualité dʹun organisme – Lignes einer Organisation – Anleitung
to achieve sustained success directrices pour obtenir des zum Erreichen nachhaltigen
(ISO 9004:2018) performances durables Erfolgs (ISO 9004:2018)
(ISO 9004:2018)
Ta evropski standard je CEN sprejel 22. marca 2018.
Člani CEN morajo izpolnjevati določila notranjih predpisov CEN/CENELEC, s katerimi je predpisano, da
mora biti ta evropski standard sprejet kot nacionalni standard brez kakršnih koli sprememb. Seznami
najnovejših izdaj teh nacionalnih standardov in njihovi bibliografski podatki so na voljo pri Upravnem
centru CEN-CENELEC ali članih CEN.
Ta evropski standard obstaja v treh uradnih izdajah (angleški, francoski in nemški). Izdaje v drugih
jezikih, ki jih člani CEN na lastno odgovornost prevedejo in izdajo ter prijavijo pri Upravnem centru CEN-
CENELEC, veljajo kot uradne izdaje.
Člani CEN so nacionalni organi za standarde Avstrije, Belgije, Bolgarije, Cipra, Češke republike,
Danske, Estonije, Finske, Francije, Grčije, Hrvaške, Irske, Islandije, Italije, Latvije, Litve, Luksemburga,
Madžarske, Malte, Nekdanje jugoslovanske republike Makedonije, Nemčije, Nizozemske, Norveške,
Poljske, Portugalske, Romunije, Srbije, Slovaške, Slovenije, Španije, Švedske, Švice, Turčije in
Združenega kraljestva.
CEN
Evropski komite za standardizacijo
European committee for standardization
Comité européen de normalisation
Europäisches komitee für normung
Upravni center CEN-CENELEC: Rue de la Science 23, B-1040 Bruselj
© 2018 CEN Lastnice avtorskih pravic so vse države članice CEN. Ref. oznaka EN ISO 9004:2018 E
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SIST EN ISO 9004 : 2018
Evropski predgovor
Ta dokument (EN ISO 9004:2018) je pripravil tehnični odbor ISO/TC 176 "Vodenje in zagotavljanje
kakovosti".
Ta evropski standard mora dobiti status nacionalnega standarda z objavo istovetnega besedila ali z
razglasitvijo najpozneje do oktobra 2018, nacionalne standarde, ki so v nasprotju s tem standardom, pa
je treba umakniti najpozneje do oktobra 2018.
Opozoriti je treba na možnost, da so lahko nekateri elementi tega standarda predmet patentnih pravic.
CEN ne prevzema odgovornosti za identifikacijo katerihkoli ali vseh takih patentnih pravic.
Ta dokument nadomešča EN ISO 9004:2009.
V skladu z notranjimi predpisi CEN-CENELEC morajo ta evropski standard obvezno uvesti nacionalne
organizacije za standardizacijo naslednjih držav: Avstrije, Belgije, Bolgarije, Cipra, Češke republike,
Danske, Estonije, Finske, Francije, Grčije, Hrvaške, Irske, Islandije, Italije, Latvije, Litve, Luksemburga,
Madžarske, Malte, Nekdanje jugoslovanske republike Makedonije, Nemčije, Nizozemske, Norveške,
Poljske, Portugalske, Romunije, Srbije, Slovaške, Slovenije, Španije, Švedske, Švice, Turčije in
Združenega kraljestva.
Razglasitvena objava
Besedilo ISO 9004:2018 je CEN odobril kot EN ISO 9004:2018 brez kakršnihkoli sprememb.
2
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SIST EN ISO 9004 : 2018
European foreword
This document (EN ISO 9004:2018) has been prepared by Technical Committee ISO/TC 176 "Quality
management and quality assurance".
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by October 2018, and conflicting national standards shall
be withdrawn at the latest by October 2018.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN ISO 9004:2009.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France,
Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands,
Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey
and the United Kingdom.
Endorsement notice
The text of ISO 9004:2018 has been approved by CEN as EN ISO 9004:2018 without any modification.
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SIST EN ISO 9004 : 2018
VSEBINA Stran
Predgovor . 8
Uvod . 10
1 Področje uporabe . 14
2 Zveza s standardi . 14
3 Izrazi in definicije . 14
4 Kakovost organizacije in trajna uspešnost . 14
4.1 Kakovost organizacije . 14
4.2 Vodenje za trajno uspešnost organizacije . 16
5 Kontekst organizacije . 18
5.1 Splošno . 18
5.2 Relevantne zainteresirane strani . 18
5.3 Zunanje in notranje zadeve . 18
6 Identiteta organizacije . 20
6.1 Splošno . 20
6.2 Poslanstvo, vizija, vrednote in kultura . 20
7 Voditeljstvo . 22
7.1 Splošno . 22
7.2 Politika in strategija . 22
7.3 Cilji . 26
7.4 Komunikacija . 26
8 Vodenje procesov . 26
8.1 Splošno . 26
8.2 Opredelitev procesov . 26
8.3 Odgovornosti in pooblastila za procese . 28
8.4 Vodenje procesov . 30
9 Vodenje virov . 32
9.1 Splošno . 32
9.2 Ljudje . 34
9.2.1 Splošno . 34
9.2.2 Vključenost ljudi . 34
9.2.3 Pooblaščenost in motiviranost ljudi . 34
9.2.4 Kompetentnost ljudi . 34
9.3 Organizacijsko znanje . 36
9.4 Tehnologija . 36
9.5 Infrastruktura in delovno okolje . 36
9.5.1 Splošno . 36
9.5.2 Infrastruktura . 38
9.5.3 Delovno okolje . 38
9.6 Viri zunanjih ponudnikov . 38
9.7 Naravni viri . 40
10 Analiza in ovrednotenje delovanja organizacije . 40
10.1 Splošno . 40
10.2 Kazalniki delovanja . 40
10.3 Analiza delovanja . 44
10.4 Ovrednotenje delovanja . 44
10.5 Notranja presoja . 46
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SIST EN ISO 9004 : 2018
Contents Page
Foreword . 9
Introduction . 11
1 Scope . 15
2 Normative references . 15
3 Terms and definitions . 15
4 Quality of an organization and sustained success . 15
4.1 Quality of an organization . 15
4.2 Managing for the sustained success of an organization . 17
5 Context of an organization . 19
5.1 General . 19
5.2 Relevant interested parties . 19
5.3 External and internal issues . 19
6 Identity of an organization . 21
6.1 General . 21
6.2 Mission, vision, values and culture . 21
7 Leadership . 23
7.1 General . 23
7.2 Policy and strategy . 23
7.3 Objectives . 27
7.4 Communication . 27
8 Process management . 27
8.1 General . 27
8.2 Determination of processes . 27
8.3 Responsibility and authority for processes . 29
8.4 Managing processes . 31
9 Resource management . 33
9.1 General . 33
9.2 People . 35
9.2.1 General . 35
9.2.2 Engagement of people . 35
9.2.3 Empowerment and motivation of people . 35
9.2.4 Competence of people . 35
9.3 Organizational knowledge . 37
9.4 Technology . 37
9.5 Infrastructure and work environment . 37
9.5.1 General . 37
9.5.2 Infrastructure . 39
9.5.3 Work environment . 39
9.6 Externally provided resources . 39
9.7 Natural resources . 41
10 Analysis and evaluation of an organization’s performance . 41
10.1 General . 41
10.2 Performance indicators . 41
10.3 Performance analysis . 45
10.4 Performance evaluation . 45
10.5 Internal audit . 47
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SIST EN ISO 9004 : 2018
10.6 Samoocenjevanje . 48
10.7 Pregledi . 48
11 Izboljševanje, učenje in inovacije . 48
11.1 Splošno . 48
11.2 Izboljševanje . 50
11.3 Učenje . 50
11.4 Inovacije . 52
11.4.1 Splošno . 52
11.4.2 Uporaba . 52
11.4.3 Časovno načrtovanje in tveganje . 52
Dodatek A (informativni): Orodje za samoocenjevanje . 56
Literatura . 124
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10.6 Self-assessment . 49
10.7 Reviews . 49
11 Improvement, learning and innovation . 49
11.1 General . 49
11.2 Improvement . 51
11.3 Learning . 51
11.4 Innovation . 53
11.4.1 General . 53
11.4.2 Application . 53
11.4.3 Timing and risk . 53
Annex A (informative) Self-assessment tool . 57
Bibliography . 125
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SIST EN ISO 9004 : 2018
Predgovor
ISO (Mednarodna organizacija za standardizacijo) je svetovna zveza nacionalnih organov za standarde
(članov ISO). Mednarodne standarde ponavadi pripravljajo tehnični odbori ISO. Vsak član, ki želi
delovati na določenem področju, za katero je bil ustanovljen tehnični odbor, ima pravico biti zastopan v
tem odboru. Pri delu sodelujejo tudi mednarodne vladne in nevladne organizacije, povezane z ISO. V
vseh zadevah, ki so povezane s standardizacijo na področju elektrotehnike, ISO tesno sodeluje z
Mednarodno elektrotehniško komisijo (IEC).
Postopki, uporabljeni pri pripravi tega dokumenta, in predvideni postopki za njegovo vzdrževanje so
opisani v Direktivah ISO/IEC, 1. del. Posebna pozornost naj se nameni različnim kriterijem odobritve,
potrebnim za različne vrste dokumentov ISO. Ta dokument je bil pripravljen v skladu z uredniškimi pravili
Direktiv ISO/IEC, 2. del (glej www.iso.org/directives).
Opozoriti je treba na možnost, da so lahko nekateri elementi tega mednarodnega standarda predmet
patentnih pravic. ISO ne prevzema odgovornosti za identifikacijo katerihkoli ali vseh takih patentnih
pravic. Podrobnosti o morebitnih patentnih pravicah, opredeljenih med pripravo tega dokumenta, bodo
navedene v uvodu in/ali na seznamu ISO s prejetimi patentnimi izjavami (glej www.iso.org/patents).
Morebitna trgovska imena, uporabljena v tem dokumentu, so informacije za uporabnike in ne pomenijo
podpore blagovni znamki.
Za razlago prostovoljne narave standardov, pomena specifičnih pojmov in izrazov ISO, povezanih z
ugotavljanjem skladnosti, ter informacij o tem, kako ISO spoštuje načela Svetovne trgovinske
organizacije (WTO) v Tehničnih ovirah pri trgovanju (TBT), glej naslednji naslov URL:
www.iso.org/iso/foreword.html.
Ta dokument je pripravil tehnični odbor ISO/TC 176, Vodenje in zagotavljanje kakovosti, pododbor 2,
Sistemi kakovosti.
Ta četrta izdaja razveljavlja in nadomešča tretjo izdajo (ISO 9004:2009), ki je bila strokovno revidirana.
Glavne spremembe glede na predhodno različico so naslednje:
‒ uskladitev s pojmi in terminologijo iz standardov ISO 9000:2015 in ISO 9001:2015;
‒ poudarek je na konceptu "kakovost organizacije";
‒ poudarek je na konceptu "identiteta organizacije".
8
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SIST EN ISO 9004 : 2018
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO
collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or on
the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee 2, Quality systems.
This fourth edition cancels and replaces the third edition (ISO 9004:2009), which has been technically
revised. The main changes compared to the previous edition are as follows:
‒ alignment with the concepts and terminology of
...
SLOVENSKI STANDARD
oSIST prEN ISO 9004:2017
01-julij-2017
Vodenje kakovosti - Kakovost organizacije - Napotki za doseganje trajne
uspešnosti (ISO/DIS 9004:2017)
Quality management - Quality of an organization - Guidance to achieve sustained
success (ISO/DIS 9004:2017)
Qualitätsmanagement - Qualität einer Organisation - Anleitung zum Erreichen
nachhaltigen Erfolgs (ISO/DIS 9004:2017)
Management de la qualité - Qualité organisationnelle - Guidance pour atteindre
performances durables (ISO/DIS 9004:2017)
Ta slovenski standard je istoveten z: prEN ISO 9004
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST prEN ISO 9004:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST prEN ISO 9004:2017
DRAFT INTERNATIONAL STANDARD
ISO/DIS 9004
ISO/TC 176/SC 2 Secretariat: BSI
Voting begins on: Voting terminates on:
2017-05-17 2017-08-08
Quality management — Quality of an organization
— Guidance to achieve sustained success
Management de la qualité — Qualité organisationnelle —Guidance pour atteindre
performances durables
ICS: 03.120.10; 03.100.70
THIS DOCUMENT IS A DRAFT CIRCULATED
This document is circulated as received from the committee secretariat.
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
ISO/CEN PARALLEL PROCESSING
BEING ACCEPTABLE FOR INDUSTRIAL,
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 9004:2017(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2017
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oSIST prEN ISO 9004:2017
ISO/DIS 9004:2017(E) ISO/DIS 9004
16 Contents Page
17 Foreword . v
18 Introduction . vi
19 1 Scope . 1
20 2 Normative references . 1
21 3 Terms and definitions . 1
22 4 Quality of an organization and sustained success . 1
23 4.1 Quality of an organization . 1
24 4.2 Managing for the sustained success of an organization . 2
25 5 Context of an organization . 3
26 5.1 General . 3
27 5.2 Relevant interested parties . 3
28 5.3 External and internal issues . 4
29 6 Identity of an organization. 5
30 6.1 General . 5
31 6.2 Mission, vision, values and culture . 5
32 7 Leadership . 5
33 7.1 General . 5
34 7.2 Policy and strategy . 6
35 7.3 Objectives and deployment . 8
36 7.4 Communication . 8
37 8 Process management . 9
38 8.1 General . 9
39 8.2 Determination of processes . 9
40 8.3 Process responsibility and authority . 10
41 8.4 Managing processes . 10
42 9 Resource management . 12
43 9.1 General . 12
44 9.2 People . 13
45 9.2.1 General . 13
46 9.2.2 Engagement of people . 13
47 9.2.3 Empowerment and motivation of people . 13
48 9.2.4 Competence of people . 13
49 9.3 Organizational knowledge . 14
50 9.4 Technology . 14
51 9.5 Infrastructure and work environment . 15
52 9.6 Externally provided resources . 16
COPYRIGHT PROTECTED DOCUMENT
53 9.7 Natural resources . 16
54 10 Analysis and evaluation of an organization’s performance . 17
© ISO 2017, Published in Switzerland
55 10.1 General . 17
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
56 10.2 Performance indicators . 17
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of 57 10.3 Performance analysis . 19
the requester.
58 10.4 Performance evaluation . 19
ISO copyright office
59 10.5 Internal audit . 20
Ch. de Blandonnet 8 • CP 401
60 10.6 Self-assessment . 21
CH-1214 Vernier, Geneva, Switzerland
61 10.7 Reviews . 22
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
© ISO 2017 – All rights reserved iii
ii © ISO 2017 – All rights reserved
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oSIST prEN ISO 9004:2017
ISO/DIS 9004
16 Contents Page
17 Foreword . v
18 Introduction . vi
19 1 Scope . 1
20 2 Normative references . 1
21 3 Terms and definitions . 1
22 4 Quality of an organization and sustained success . 1
23 4.1 Quality of an organization . 1
24 4.2 Managing for the sustained success of an organization . 2
25 5 Context of an organization . 3
26 5.1 General . 3
27 5.2 Relevant interested parties . 3
28 5.3 External and internal issues . 4
29 6 Identity of an organization. 5
30 6.1 General . 5
31 6.2 Mission, vision, values and culture . 5
32 7 Leadership . 5
33 7.1 General . 5
34 7.2 Policy and strategy . 6
35 7.3 Objectives and deployment . 8
36 7.4 Communication . 8
37 8 Process management . 9
38 8.1 General . 9
39 8.2 Determination of processes . 9
40 8.3 Process responsibility and authority . 10
41 8.4 Managing processes . 10
42 9 Resource management . 12
43 9.1 General . 12
44 9.2 People . 13
45 9.2.1 General . 13
46 9.2.2 Engagement of people . 13
47 9.2.3 Empowerment and motivation of people . 13
48 9.2.4 Competence of people . 13
49 9.3 Organizational knowledge . 14
50 9.4 Technology . 14
51 9.5 Infrastructure and work environment . 15
52 9.6 Externally provided resources . 16
53 9.7 Natural resources . 16
54 10 Analysis and evaluation of an organization’s performance . 17
55 10.1 General . 17
56 10.2 Performance indicators . 17
57 10.3 Performance analysis . 19
58 10.4 Performance evaluation . 19
59 10.5 Internal audit . 20
60 10.6 Self-assessment . 21
61 10.7 Reviews . 22
© ISO 2017 – All rights reserved iii
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62 11 Improvement, learning and innovation . 22
63 11.1 General . 22
64 11.2 Improvement . 22
65 11.3 Learning . 23
66 11.4 Innovation . 24
67 11.4.1 General . 24
68 11.4.2 Application . 24
69 11.4.3 Timing and risk . 24
70 Annex A (informative) Self-assessment tool . 25
71 A.1 General . 25
72 A.2 Maturity model . 25
73 A.3 Self-assessment of detailed elements . 26
74 A.4 Using the self-assessment tools. 26
75 Bibliography . 52
76
77
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78 Foreword
79 ISO (the International Organization for Standardization) is a worldwide federation of national
80 standards bodies (ISO member bodies). The work of preparing International Standards is normally
81 carried out through ISO technical committees. Each member body interested in a subject for which a
82 technical committee has been established has the right to be represented on that committee.
83 International organizations, governmental and non-governmental, in liaison with ISO, also take part in
84 the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all
85 matters of electrotechnical standardization.
86
87 The procedures used to develop this document and those intended for its further maintenance are
88 described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
89 different types of ISO documents should be noted. This document was drafted in accordance with the
90 editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
91
92 Attention is drawn to the possibility that some of the elements of this document may be the subject of
93 patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
94 any patent rights identified during the development of the document will be in the Introduction and/or
95 on the ISO list of patent declarations received (see www.iso.org/patents).
96 Any trade name used in this document is information given for the convenience of users and does not
97 constitute an endorsement.
98
99 For an explanation on the meaning of ISO specific terms and expressions related to conformity
100 assessment, as well as information about ISO's adherence to the World Trade Organization (WTO)
101 principles in the Technical Barriers to Trade (TBT) see the following URL:
102 www.iso.org/iso/foreword.html.
103
104 This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
105 assurance, Subcommittee SC 2, Quality systems.
106
107 This fourth edition cancels and replaces the third edition (ISO 9004:2009), which has been technically
108 revised.
109
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ISO/DIS 9004
110 Introduction
111 This document provides guidance to managers at all levels to support the achievement of an
112 organization’s sustained success in a complex, demanding, and ever-changing environment, with
113 reference to the quality management principles articulated in ISO 9000. Where they are applied
114 collectively, quality management principles can provide a unifying basis for an organization’s values
115 and management strategies.
116 While ISO 9001:2015 focuses on providing confidence in an organization’s products and services, this
117 document focuses on providing confidence in the organization’s ability to achieve sustained success.
118 Top management should focus on the organization’s ability to meet the needs and expectations of both
119 its customers and other interested parties, as determined by the organization, to achieve sustained
120 success. This document addresses the needs and expectations of customers and other interested parties
121 and provides guidance for the systematic and continual improvement of the organization’s overall
122 performance; this includes the planning, implementation, analysis, evaluation and improvement of an
123 effective and efficient management system.
124 Factors affecting an organization’s success continually emerge, evolve and diminish over the years.
125 Organizations should adapt to changes in these factors. Examples include social responsibility,
126 environmental and cultural factors, in addition to those that might have been previously considered,
127 such as efficiency, quality and agility. Taken together these factors are part of the organization’s
128 “context”.
129 To achieve sustained success, managers at all levels should be aware of the organization’s context.
130 Managers should adapt processes and activities to the evolving context, through learning about and
131 understanding it, as well as by the appropriate application of improvements, innovations, or both.
132 This document promotes self-assessment and provides a self-assessment tool for reviewing the extent
133 to which the organization has adopted the concepts in this document (see Annex A).
134 Representation of the structure of this document, incorporating the elements essential to achieve the
135 sustained success of an organization as covered in this document, is presented in Figure 1.
vi © ISO 2017 – All rights reserved
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136
137
138 Figure 1 — Representation of the structure of this document
139
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140
141
viii © ISO 2017 – All rights reserved
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DRAFT INTERNATIONAL STANDARD ISO/DIS 9004
142 Quality management — Quality of an organization — Guidance to
143 achieve sustained success
144 1 Scope
145 This document provides guidance to managers at all levels to enhance an organization’s ability to
146 achieve sustained success. This guidance is consistent with the quality management principles given in
147 ISO 9000:2015.
148 This document includes a self-assessment tool for reviewing the extent to which the organization has
149 adopted the concepts in this document.
150 This document is applicable to any organization, regardless of its size, type and activity.
151 2 Normative references
152 The following documents are referred to in the text in such a way that some or all of their content
153 constitutes requirements of this document. For dated references, only the edition cited applies. For
154 undated references, the latest edition of the referenced document (including any amendments) applies.
155 ISO 9000:2015, Quality management systems – Fundamentals and vocabulary
156 3 Terms and definitions
157 For the purposes of this document, the terms and definitions given in ISO 9000:2015 Quality
158 management systems — Fundamentals and vocabulary apply.
159 ISO and IEC maintain terminological databases for use in standardization at the following addresses:
160 • ISO Online browsing platform: available at http://www.iso.org/obp
161 • IEC Electropedia: available at http://www.electropedia.org/
162 4 Quality of an organization and sustained success
163 4.1 Quality of an organization
164 The “quality of an organization” is the degree to which the inherent characteristics of the organization
165 fulfil the needs and expectations of its interested parties, in order to provide confidence in the
166 organization’s ability to achieve sustained success.
167 NOTE 1 The term “quality of an organization” is derived from the definition of “quality” given in ISO 9000, 3.6.2
168 (‘the degree to which a set of inherent characteristics of an object fulfils requirements’), and from the definition of
169 “requirement” given in ISO 9000, 3.6.4, (‘needs or expectations that are stated, generally implied or obligatory’). It
170 is also distinct from the purpose of ISO 9001, which focuses on the quality of products and services in order to
171 give confidence in the ability of an organization to provide conforming products and services and to enhance its
172 customers’ satisfaction.
© ISO 2017 – All rights reserved
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173 NOTE 2 References to ‘needs and expectations’ and ‘interested parties’ mean ‘relevant needs and expectations’
174 and ‘relevant interested parties’ respectively. It is up to the organization to determine what is relevant to achieve
175 sustained success. Similarly, all references to ‘interested parties’ include customers.
176 To achieve sustained success the organization should go beyond the quality of its products and services
177 and focus on meeting the needs and expectations of its interested parties and not just those of its
178 customers alone, with the intent of enhancing their satisfaction and overall experience.
179 The organization should apply the quality management principles of ‘customer focus’ and ‘relationship
180 management’ to meet the different needs and expectations of interested parties.
181 The needs and expectations of individual interested parties can be different, aligned to, or in conflict
182 with those of other interested parties, or can change quickly. The means by which the needs and
183 expectations of interested parties are expressed and met can take a wide variety of forms, including
184 cooperation, negotiation, outsourcing, or by terminating an activity; consequently the organization
185 should give consideration to the inter-relationships of its interested parties when addressing their
186 needs and expectations.
187 The composition of interested parties can differ significantly over time and between organizations,
188 industries, cultures and nations; Figure 2 below provides examples of interested parties and their needs
189 and expectations.
190
191 Figure 2 — Examples of interested parties and their needs and expectations
192 4.2 Managing for the sustained success of an organization
193 4.2.1 An organization can achieve sustained success by consistently meeting the needs and
194 expectations of its interested parties, over the long term. As the context of the organization will be ever-
195 changing and in order to achieve sustained success, top management should:
196 a) constantly monitor, regularly analyze and evaluate the organization's context, in order to identify
197 all interested parties, determine their needs and expectations and assess their individual potential
198 impacts on the organization's performance;
199 b) determine and deploy the organization’s mission, vision, values and
...
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