Iso 9004:2018 pdf download

ISO provides guidance to achieve sustained success of an organization. The use of this document ISO can further enhance performance in resolving disputes with complainants and increase the satisfaction of customers, complainants and other relevant interested parties to facilitate the achievement of sustained success. It can also facilitate the continual improvement of the quality of products, services and processes based on feedback from customers, complainants and other relevant interested parties.

NOTE Apart from customers and complainants, other relevant interested parties can include suppliers, industry associations and their members, consumer organizations, relevant government agencies, personnel, owners and others who are affected by the dispute-resolution process.

Where necessary, the provider and organization should adjust their operational procedures to ensure coordination with respect to dispute initiation, dispute tracking, dispute acknowledgement, initial dispute assessment, dispute resolution including procedures for gathering relevant evidence , implementation of the resolution and follow-up.

The reviews should enable evidence-based decision making and the establishment of actions to achieve desired results. They create inputs into products, services, processes and management systems, and contribute to achieving desired results. The organization will experience constant change in its external and internal issues and in the needs and expectations of its interested parties. Performance can relate to a product or service, or to a process. Improving product or service performance or the management system can help the organization anticipate and meet the needs and expectations of interested parties and also increase economic efficiency.

Improving processes can lead to increased effectiveness and efficiency, resulting in bene fits such as cost, time and energy saving and reduced waste; in turn, this can lead to meeting the needs and expectations of interested parties more effectively. Improvement activities can range from small-step continual improvements to signi ficant improvements of the entire organization.

The organization should de fine objectives for improving its products or services, processes, structure and management system, by using the results of the analysis and evaluation of its performance. Improvement processes should follow a structured approach.

The methodology should be applied consistently for all processes. The inputs for learning can be derived from many sources, including experience, analysis of information, and the results of improvements and innovations.

A learning approach should be adopted by the organization as a whole, as well as at a level that integrates the capabilities of individuals with those of the organization. Learning that integrates the capabilities of individuals with those of the organization is achieved by combining the knowledge, thinking patterns and behaviour patterns of people with the values of the organization.

Knowledge can be explicit or tacit. It can originate from inside or outside the organization. It should be managed and maintained as an asset of the organization. The organization should monitor its organizational knowledge and determine the need to acquire, or more effectively share, knowledge throughout the organization. It should give consideration to the potential impact on the managing of changes and prepare action plans to mitigate those risks including contingency plans , where necessary.

The timing for the introduction of an innovation should be aligned with the evaluation of the risk associated with undertaking that innovation. The timing should usually be a balance between the urgency with which it is needed and the resources that are made available for its development.

The organization should review, improve and innovate based on the results of its performance evaluation see Clause The organization should use a process that is aligned with its strategic direction to plan and prioritize innovation initiatives. The results of innovation should be reviewed in order to experience learning and to increase organizational knowledge. Audit findings are used to assess the effectiveness of, for example, a management system, and to identify risks and opportunities for improvement.

An organization should use self-assessment to identify improvement and innovation opportunities, set priorities and establish action plans, with the objective of sustained success. Self- assessment also has the potential to be a learning tool, which can provide an improved overview of the organization, promote the involvement of interested parties and support the overall planning activities of the organization.

The self-assessment tool given in this annex is based on the guidance detailed in this document and provides a framework for improvement. It can be used as given, or it can be customized to suit the organization. This self-assessment tool uses five maturity levels, which can be extended to include additional levels or otherwise customized as needed.

Table A. The organization should review its performance against the speci fied criteria, identify its current maturity levels, and determine its strengths and weaknesses and the related risks and opportunities for improvement. Tables A. The elements of this self-assessment are contained in Tables A.

If appropriate, the self-assessment can be limited to any of the tables in isolation. Following the reviews, the organization should assign responsibilities for the chosen actions, estimate and provide the resources needed, and determine the expected bene fits and any perceived risks associated with them. Ongoing relationships with interested parties are established as informal or ad hoc. Processes for determining the relevance of inter- ested parties include consideration of those that are a risk to sustained success if their needs and expectations are not met and those that can pro- vide opportunities to enhance sustained success.

The needs and expectations of the relevant interested parties are identi fied. Processes to ful fil the needs and expectations of the interested parties are established. The needs and expectations of key interested parties are addressed and reviewed such that improved performance, common understanding of objectives and values, and enhanced stability have been realized in some of these ongoing relation- ships. This has been done as part of understanding the bene fits, risks and opportunities of ongoing relationships.

The needs and expectations of all relevant inter- ested parties are addressed, analysed, evaluated and reviewed, such that there is improved and sustained performance, common understanding of objectives and values, and enhanced stability, including recognition of the bene fits derived from these ongoing relationships.

The risks and opportunities related to the issues identi fied are determined as informal or ad hoc. Processes to address issues considered to be risks to sustained success, or opportunities to enhance sustained success, are established, implemented and maintained.

An understanding of the current culture, and whether there is a need to change it, is informal or ad hoc. An understanding of the current culture, along with a process for considering the need for a change to that culture, is in place. A clearly de fined understanding of the current culture, along with a process for considering the need for a change to that culture, is implemented and maintained. The strategic direction of the organization and its policy are aligned with its mission, vision, values and culture.

Changes to any of these identity elements are communicated within the organization and to its interested parties, as appropriate. This includes consideration of external and internal issues as part of the veri fi - cation of alignment between the elements of the identity of the organization, its context, its strategic direction and its policy. Only some interrelationships between leadership and commitment, including the maintenance of a competitive organizational structure, maintaining unity of purpose and direction, and reinforcement of values and expectations are determined.

A competitive organizational structure and unity of purpose are established. Values and expectations are established and communicated. Leadership development is de fined. Processes to maintain the culture and promote accountability are acted on. All relevant factors and their interrelationships are considered in process determination.

The policy and strategy decisions are reviewed for contin- uing suitability and changed as deemed necessary by top management. The processes for maintaining a standardized or custom model for a strategy framework and the policy are de- termined and address and aid in the mitigation of risks, while taking advantage of opportunities. The needs of all interested parties are addressed and the policy and strategy are utilized to manage the business in a comprehensive way.

Only the short-term objectives are de fined. The objectives are quanti fiable, where possible, but are not clearly understood. Processes and the interactions of short- and long-term ob- jectives with the policy and strategy are de fined, includ- ing the ability to demonstrate leadership and commitment outside the organization. The short- and long-term objectives are de fined, and the relationship with the policy and strategy is evident.

The interrelationships of this communication are clear with regard to the differing needs of recipients and how the policy, strategy and relevant objectives are used to aid in the sustained success of the organization. Communication methods show a direct relationship to the context of the organization and the feedback mechanism i s wel l de fi ne d a nd effe c tively deplo ye d.

Process 2 Key processes, such as those relating to customer management satisfaction and operations related to product and — General service, are managed. The effectiveness of the processes is individually measured, and acted upon. Publication date : This standard contributes to the following Sustainable Development Goals :. CHF Buy. Life cycle Previously Withdrawn. Final text received or FDIS registered for formal approval. Los procesos y sus interacciones se revisan de manera regular y se toman las acciones adecuadas para su mejora para apoyar procesos sostenibles y eficaces.

El logro de los objetivos para la mejora de los procesos y de sus interacciones se revisa de manera regular. Los directores toman las acciones correctivas necesarias cuando no se siguen los procedimientos. Se hace el seguimiento regular de los procesos para detectar desviaciones. Las personas tienen el conocimiento y las habilidades suficientes para seguir los procedimientos y comprender los impactos de no seguir los procedimientos. Los cambios en los procesos se aclaran y se comparten para prevenir desviaciones.

Se determinan los procesos clave para determinar y gestionar los recursos necesarios para el logro de sus objetivos. Hay iniciativas conjuntas con los proveedores externos para evaluar e incorporar mejoras y promover innovaciones en el uso de los recursos. El desarrollo de competencias se proporciona de manera informal o ad hoc. Los procesos para determinar, desarrollar, evaluar y mejorar los recursos son evidentes en algunos casos.

Se han implementado algunas revisiones de competencias. Se proporciona desarrollo de competencias para desarrollar habilidades para la creatividad y la mejora.

Hay alguna evidencia de mejorar el uso actual y de minimizar el impacto potencial del uso de los recursos naturales. Los datos no son siempre fiables. Al seleccionar los KPI medibles, se tienen en cuenta las necesidades y las expectativas de los clientes y de otras partes interesadas. Las decisiones se apoyan adecuadamente en KPI fiables, usables y medibles. Los datos recopilados se utilizan principalmente para resolver problemas con los productos y servicios.

Virendra gupta. Since they develop this standard, they may be best suited to answer your questions. Your email address will not be published. This site uses Akismet to reduce spam. Learn how your comment data is processed.