ISO 9004:2009
Managing for the sustained success of an organization — A quality management approach
ISO 9004:2009 provides guidance to organizations to support the achievement of sustained success by a quality management approach. It is applicable to any organization, regardless of size, type and activity.
ISO 9004:2009 is not intended for certification, regulatory or contractual use.
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Scope
Normative references
Terms and definitions
Managing for the sustained success of an organization
General
Sustained success
The organization's environment
Interested parties, needs and expectations
Strategy and policy
General
Strategy and policy formulation
Strategy and policy deployment
General
Processes and practices
Deployment
Strategy and policy communication
Resource management
General
Financial resources
People in the organization
Management of people
Competence of people
Involvement and motivation of people
Suppliers and partners
General
Selection, evaluation and improvement of the capabilities of
Infrastructure
Work environment
Knowledge, information and technology
General
Knowledge
Information
Technology
Natural resources
Process management
General
Process planning and control
Process responsibility and authority
Monitoring, measurement, analysis and review
General
Monitoring
Measurement
General
Key performance indicators
Internal audit
Self-assessment
Benchmarking
Analysis
Review of information from monitoring, measurement and analy
Improvement, innovation and learning
General
Improvement
Innovation
General
Application
Timing
Process
Risks
Learning
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Scope
Normative references
Terms and definitions
Managing for the sustained success of an organization
General
Sustained success
The organization's environment
Interested parties, needs and expectations
Strategy and policy
General
Strategy and policy formulation
Strategy and policy deployment
General
Processes and practices
Deployment
Strategy and policy communication
Resource management
General
Financial resources
People in the organization
Management of people
Competence of people
Involvement and motivation of people
Suppliers and partners
General
Selection, evaluation and improvement of the capabilities of
Infrastructure
Work environment
Knowledge, information and technology
General
Knowledge
Information
Technology
Natural resources
Process management
General
Process planning and control
Process responsibility and authority
Monitoring, measurement, analysis and review
General
Monitoring
Measurement
General
Key performance indicators
Internal audit
Self-assessment
Benchmarking
Analysis
Review of information from monitoring, measurement and analy
Improvement, innovation and learning
General
Improvement
Innovation
General
Application
Timing
Process
Risks
Learning