STANDARD ISO 9004
The second edition
15/12/2000
QUALITY MANAGEMENT SYSTEM.
Guidelines for performance improvements
GUIDELINES QUALITY MANAGEMENT SYSTEMS - GUIDELINES
FOR PERFORMANCE IMPROVEMENTS
Translation of scientific and technical editing performed VNIISertifikatsii Gosstandart of Russia
INTRODUCTION
International Organization for Standardization (ISO) is a worldwide federation of national standards bodies (ISO member bodies). Development of International Standards is normally carried out through ISO. Each member body interested in a subject for which a technical committee has the right to be represented on that committee. International governmental and nongovernmental organizations, in liaison with ISO, also take part in the works. As for Electrotechnical Standardization, ISO is working closely with the International Electrotechnical Commission (IEC).
International Standards are drafted in accordance with the rules given in ISO / IEC Directives, Part 3.
Draft International Standards adopted by the technical committees are circulated to member bodies for voting. Publication as an International Standard requires approval by at least 75% of the members voting.
It should be borne in mind that some elements of this International Standard may be the subject of patent rights. ISO does not assume responsibility for identifying any or all such patent rights.
International Standard ISO 9004 was prepared by Technical Committee ISO / TC 176, Quality management and quality assurance, Subcommittee 2, Quality systems.
This second edition of ISO 9004 cancels and replaces ISO 9004-1:1994, which has been technically revised. The name was modified to reflect the completion of a quality management system. Many of the existing international standards ISO 9000 family will be analyzed in order to cancel or reissue as technical reports, as many of their provisions were included in this International Standard.
Currently, ISO 9001 and ISO 9004, compared with previous editions, form a consistent pair of standards on quality management. ISO 9001 aims to ensure product quality and increase customer satisfaction, while ISO 9004 is given a broader perspective of quality management to provide guidance for performance improvement.
Annexes A and B of this International Standard are for information only.
TABLE OF CONTENTS
4.1 Management systems and processes
4.2 Documentation
4.3 Use of quality management principles
5.1 General recommendations
5.2 Needs and expectations of stakeholders
5.3 Quality Policy
5.4 Planning
5.5 Responsibility, authority and communication
5.6 Management review
6.1 General recommendations
6.2 Employees
6.3 Infrastructure
6.4 Work environment
6.5 Information
6.6 Suppliers and partnerships
6.7 Natural Resources
6.8 Financial Resources
7 Product realization
7.1 General recommendations
7.2 Processes related to interested parties
7.3 Design and development
7.4 Purchasing
7.5 Operation and maintenance of production
7.6 Control of monitoring and measuring
8 Measurement, analysis and improvement
8.1 General recommendations
8.2 Measurement and Monitoring
8.3 Control of nonconformity
8.4 Analysis of data
8.5 Improvement
APPLICATIONS
A. Recommendations for self-evaluation
B. The process of continuous improvement
Bibliography
