The Roles of ISO 9001 and ISO 9004

The role for the ISO 9001 standard is to provide confidence as a result of demonstration, in product conformance to established requirements, while that for the ISO 9004 standard is to achieve benefits for all stakeholders groups through sustained customer satisfaction.

The Quality Management Principles provided the basis to develop an understanding on the relationships between the standards and a means to build consistency inot the pair of the standards.

Principle ISO 9001 Beyond ISO 9001

Customer-Focused Organization Assure conformance to defined customer requirements. Ensure effective response to customer feedback. Understand current and future customer needs and expectations. Address customer loyalty. Measure customer satisfaction and act on it.

Leadership Set and deploy policy and verifiable objectives, provide resources and establish an environment for Quality. Establish vision, direction and shared values. Set challenging goals and implement strategies to achieve them. Coach, facilitate, and empower people.

Involvement of People Establish competency levels, train and qualify personnel. Provide clear authority and responsibility. Create personal ownership of an organizations goals, by using it's peoples knowledge and experience, and through education achieve involvement in operational decisions and process improvement.

Process Approach Establish, control and maintain documented processes. Explicitly identify internal/external customers and suppliers of processes. Focus on use of resources in process activities, leading to effective use of people, equipment, methods and materials.

System Approach to Management Establish and maintain a suitable and effective documented Quality Management System. Identify a set of processes in a system. Understand their interdependencies. Align the processes with the organizations goals. Measure results against key objectives.

Continual Improvement Through management review, internal/external audits and corrective/preventive actions, continually improve the effectiveness of the Quality Management System. Set realistic and challenging improvement goals, provide resources and give people the tools, opportunities and encouragement to contribute to continual improvement of processes.

Factual Approach to Decision Making Management decesions and actions on the Quality Management Systems are based on the analysis of factual data and information gained from reports on audits, corrective action, nonconforming products, customer complaints and other resources. Decisions and actions are based on the analysis of data and information to maximise productivity and to minimise waste and rework. Effort is placed minimising cost, improving performance and market share through the use of suitable tools and technology.

Mutually Beneficial Supplier Relationships Adequately define and document requirements to be met by sub-contractors. Review and evaluate their performance to control the supply of quality products and services. Establish strategic alliances or partnerships, ensuring early involvement and participation defining the requirments for joint development and improvement of products, processes and systems. Develop mutual trust, respect and commitment to customer satisfaction and continual improvement.

middle To QMP Home Page