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.
Tämän julkaisun valmistelusta Suomessa vastaa SFS Suomen Standardit, puh. 09 149 9331.
Sisällysluettelo
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
9.3 Organizational knowledge
9.4 Technology
9.5 Infrastructure and work environment
9.6 Externally provided resources
9.7 Natural resources
10 Analysis and evaluation of an organization’s performance