ISO 9004:2018
Quality management — Quality of an organization — Guidance to achieve sustained success
ISO 9004:2018 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.
ISO 9004:2018 provides a self-assessment tool to review the extent to which the organization has adopted the concepts in this document.
ISO 9004:2018 is applicable to any organization, regardless of its size, type and activity.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Quality of an organization and sustained success
4.1 Quality of an organization
4.2 Managing for the sustained success of an organization
5 Context of an organization
5.1 General
5.2 Relevant interested parties
5.3 External and internal issues
6 Identity of an organization
6.1 General
6.2 Mission, vision, values and culture
7 Leadership
7.1 General
7.2 Policy and strategy
7.3 Objectives
7.4 Communication
8 Process management
8.1 General
8.2 Determination of processes
8.3 Responsibility and authority for processes
8.4 Managing processes
9 Resource management
9.1 General
9.2 People
9.2.1 General
9.2.2 Engagement of people
9.2.3 Empowerment and motivation of people
9.2.4 Competence of people
9.3 Organizational knowledge
9.4 Technology
9.5 Infrastructure and work environment
9.5.1 General
9.5.2 Infrastructure
9.5.3 Work environment
9.6 Externally provided resources
9.7 Natural resources
10 Analysis and evaluation of an organization’s performance
10.1 General
10.2 Performance indicators
10.3 Performance analysis
10.4 Performance evaluation
10.5 Internal audit
10.6 Self-assessment
10.7 Reviews
11 Improvement, learning and innovation
11.1 General
11.2 Improvement
11.3 Learning
11.4 Innovation
11.4.1 General
11.4.2 Application
11.4.3 Timing and risk
Annex A (informative) Self-assessment tool
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Quality of an organization and sustained success
4.1 Quality of an organization
4.2 Managing for the sustained success of an organization
5 Context of an organization
5.1 General
5.2 Relevant interested parties
5.3 External and internal issues
6 Identity of an organization
6.1 General
6.2 Mission, vision, values and culture
7 Leadership
7.1 General
7.2 Policy and strategy
7.3 Objectives
7.4 Communication
8 Process management
8.1 General
8.2 Determination of processes
8.3 Responsibility and authority for processes
8.4 Managing processes
9 Resource management
9.1 General
9.2 People
9.2.1 General
9.2.2 Engagement of people
9.2.3 Empowerment and motivation of people
9.2.4 Competence of people
9.3 Organizational knowledge
9.4 Technology
9.5 Infrastructure and work environment
9.5.1 General
9.5.2 Infrastructure
9.5.3 Work environment
9.6 Externally provided resources
9.7 Natural resources
10 Analysis and evaluation of an organization’s performance
10.1 General
10.2 Performance indicators
10.3 Performance analysis
10.4 Performance evaluation
10.5 Internal audit
10.6 Self-assessment
10.7 Reviews
11 Improvement, learning and innovation
11.1 General
11.2 Improvement
11.3 Learning
11.4 Innovation
11.4.1 General
11.4.2 Application
11.4.3 Timing and risk
Annex A (informative) Self-assessment tool
Bibliography