ISO 9004 2009

4.
SUCCESS MANAGEMENT

4.1 QUALITY MANAGEMENT APPROACH

Adopt a quality management approach.

• Establish a quality management system (QMS) that
  is based on ISO’s quality management principles.

  • Focus on your organization's customers.

  • Respect the expectations of interested parties.

  • Provide leadership for your organization.

  • Involve your organization's people.

  • Use a process management approach.

  • Take a systems approach to management.

  • Encourage continual improvement.

  • Get the facts before you decide.

  • Work with your organization's suppliers.

• Use your quality management system (QMS)
  to ensure that resources are used efficiently.

4.2 SUSTAINED CORPORATE SUCCESS

Meet the needs and expectations of interested parties.

• Identify all relevant interested parties.

• Assess the potential impact interested parties could
  have on the performance of your organization.

• Figure out how you’re going to meet the changing
  needs and expectations of your interested parties.

• Meet the needs and expectations of
  interested parties over the long term.

• Establish and maintain contact with
  your organization’s interested parties.

Monitor your organization’s business environment.

• Analyze your organization’s environment
  on an ongoing and regular basis.

• Identify both short-term and emerging
  long-term environmental risks.

• Establish appropriate processes to achieve
  your organization’s general strategy.

Develop a long-term planning perspective.

• Anticipate your organization’s future resource needs.

Assess your organization’s compliance.

• Assess compliance with current plans.

• Assess compliance with current procedures.

Establish processes for innovation and continual improvement.

4.3 BUSINESS ENVIRONMENT

Monitor your organization’s changing business environment.

• Use your environmental monitoring methods to identify
  the risks related to the changing needs and expectations
  of interested parties.

  • Assess your organization's interested party risks.

  • Manage your organization's interested party risks.

4.4 INTERESTED PARTIES

Meet the needs and expectations of interested parties.

• Meet the needs and expectations of customers.

• Meet the needs and expectations of employees.

• Meet the needs and expectations of suppliers.

• Meet the needs and expectations of partners.

• Meet the needs and expectations of owners.

• Meet the needs and expectations of society.

Balance the conflicting needs and expectations of interested parties.

5.
STRATEGIC MANAGEMENT

5.1 GENERAL CORPORATE ORIENTATION

Establish a mission for your organization.

• Make sure that your mission is clearly understood.

• Make sure that your mission is accepted and supported.

Establish a vision for your organization.

• Make sure that your vision is clearly understood.

• Make sure that your vision is accepted and supported.

Establish values for your organization.

• Make sure that your values are clearly understood.

• Make sure that your values are accepted and supported.

5.2 STRATEGY AND POLICY FORMULATION

Establish a process to develop your strategy and policies.

• Develop plans and provide resources to support
  your strategy and policy development process.

• Analyze your organization’s strategic needs
  and policy requirements.

• Establish a strategy and policies to ensure that
  your mission, vision, and values are accepted
  and supported by your interested parties.

Establish a process to review and update strategy and policies.

• Develop plans and provide resources to support
  your strategy and policy review and revision process.

Establish a process to monitor your business environment.

• Develop plans and provide resources to support
  your environmental monitoring and analysis process.

• Monitor your organization’s business environment.

• Analyze your organization’s business environment.

Establish a process to identify the needs of interested parties.

• Develop plans and provide resources to support
  your interested party needs assessment process.

• Identify the needs and expectations of interested parties.

• Establish a process to identify the outputs that you
  require in order to be able to meet the needs and
  expectations of interested parties.

• Analyze the needs and expectations of interested parties.

Establish a process to assess your capabilities and resources.

• Develop plans and provide resources to support
  your capability and resource assessment process.

• Analyze your current capabilities and resources.

Establish a process to identify future technology needs.

• Develop plans and provide resources to support
  your new technology assessment process.

• Analyze your future technology needs.

Establish a process to identify future resource needs.

• Develop plans and provide resources to support
  your future resource assessment process.

• Analyze your future resource needs.

5.3 STRATEGY AND POLICY DEPLOYMENT

5.3.1 IMPLEMENTING STRATEGY AND POLICIES

• Implement your organization’s strategy and policies.

  • Establish processes and practices to translate your
    strategy and policies into measurable objectives.

  • Establish and maintain processes and practices
    needed to achieve your objectives.

• Evaluate strategic risks and develop counter measures.

5.3.2 MANAGING PROCESSES AND PRACTICES

• Ensure that processes and practices are efficient and effective.

  • Communicate with interested parties in order to figure
    out whether or not your processes and practices are
    efficient and effective.

  • Assess and understand your current performance
    and evaluate the efficiency and effectiveness of
    your processes and practices.

  • Control your processes and practices in order
    to ensure that they are efficient and effective.

  • Provide resources to support processes and practices.

  • Develop objectives that are designed to ensure that
    processes and practices are efficient and effective.

  • Ensure that process results (outputs) are
    consistent with your organization’s strategy.

5.3.3 DEPLOYING STRATEGY AND POLICIES

• Identify your organization’s process relationships.

  • Describe the sequence and interaction of your processes.

• Use your process descriptions to support process review activities.

  • Use your process descriptions to show the relationship
    between organizational structures, systems, and processes.

  • Use your process descriptions to identify
    potential process interaction problems.

  • Use your process descriptions to help prioritize
    changes and proves improvement activities.

  • Use your process descriptions as a framework
    for setting objectives at all organizational levels.

  • Use your process descriptions to figure out how
    to deploy (implement) your strategy and policies.

• Deploy (implement) your organization’s strategy and policies.

5.4 STRATEGY AND POLICY COMMUNICATION

Establish a communications process.

• Make sure that communications are effective.

Communicate with your interested parties.

• Communicate both vertically and horizontally.

• Tailor your communications to meet differing needs.

Communicate your strategy and policies.

• Establish a feedback mechanism.

• Establish a feedback review cycle.

Address changes in your business environment.

6.
RESOURCE
MANAGEMENT

6.1 GENERAL RESOURCE MANAGEMENT

Identify the resources you need to achieve your objectives.

Develop resource management policies and methods.

Establish resource management processes.

Ensure that resources are used efficiently and effectively.

Review resource availability and suitability.

6.2 FINANCIAL RESOURCE MANAGEMENT

Provide the financial resources your organization needs.

• Provide resources to support current operations.

• Provide resources to support future operations.

Establish processes to allocate financial resources.

• Make sure that financial resources are used
  to help achieve your organization’s objectives.

6.3 HUMAN RESOURCE MANAGEMENT

6.3.1 MANAGEMENT OF PEOPLE

• Make sure that your organization’s vision, values, and
  environment support the active involvement of your people.

  • Establish a shared vision and shared values.

  • Establish a supportive work environment.

• Make sure that your organization’s people
  are managed efficiently and effectively.

  • Establish an effective management approach.

  • Establish processes that empower your people.

6.3.2 COMPETENCE OF PEOPLE

• Establish and maintain a “people development plan”.

  • Establish and maintain the associated people
    development processes for your organization.

6.3.3 INVOLVEMENT OF PEOPLE

• Help your organization’s people to understand
  how significant their job responsibilities are and
  how important their activities are.

  • Make sure that people understand how their work
    activities create and deliver value to customers.

• Take steps to motivate and involve your people.

  • Consider establishing a career planning system.

  • Consider creating a knowledge sharing process.

  • Consider introducing a recognition and reward system.

  • Consider providing mentoring and coaching opportunities.

  • Consider establishing a skills qualification system.

  • Consider monitoring the needs of your people.

6.4 EXTERNAL RESOURCE MANAGEMENT

6.4.1 ESTABLISHING MUTUALLY BENEFICIAL RELATIONSHIPS

• Establish mutually beneficial partnership
  agreements with partners and suppliers.

  • Establish agreements with product suppliers.

  • Establish agreements with service providers.

  • Establish agreements with technology suppliers.

  • Establish agreements with financial institutions.

  • Establish agreements with governmental organizations.

  • Establish agreements with nongovernmental organizations.

  • Establish agreements with other relevant interested parties.

• Develop mutually beneficial relationships
  with your partners and suppliers.

  • Consider providing your partners
    and suppliers with resources.

  • Consider helping partners and
    suppliers to improve performance.

6.4.2 SELECTING AND EVALUATING SUPPLIERS AND PARTNERS

• Establish processes to manage your partners and suppliers.

  • Establish processes to identify partners and suppliers.

  • Establish processes to select partners and suppliers.

  • Establish processes to evaluate partners and suppliers.

• Use your processes to manage your partners and suppliers.

  • Use your processes to ensure that supplier
    products and partner resources meet your
    organization’s needs and expectations.

  • Use your processes to continually strengthen
    your relationship with partners and suppliers.

  • Use your processes to continually improve
    partner and supplier capabilities.

6.5 INFRASTRUCTURE RESOURCE MANAGEMENT

• Plan the development of your infrastructure.

• Provide an efficient and effective infrastructure.

• Manage your infrastructure efficiently and effectively.

• Assess the performance of your infrastructure.

6.6 WORK RESOURCE MANAGEMENT

• Establish a suitable work environment.

  • Establish a work environment that encourages
    your people to achieve their potential.

  • Establish a work environment that maximizes
    efficiency and minimizes waste.

  • Establish a work environment that is safe and supportive.

  • Establish a work environment that uses ergonomic
    methods and follows ergonomic principles.

  • Establish a work environment that considers
    and respects psychological factors.

  • Establish a work environment that complies
    with all applicable standards.

• Manage your organization’s work environment.

  • Use your work environment to achieve, maintain,
    and sustain your organization’s ongoing success.

  • Use your work environment to encourage
    and support your organization’s people.

  • Use your work environment to show visitors
    that you encourage productivity and creativity,
    and support the well-being of workers.

6.7 INTELLIGENCE RESOURCE MANAGEMENT

6.7.1 MANAGING YOUR BUSINESS INTELLIGENCE

• Establish knowledge management processes.

• Establish information management processes.

• Establish technology management processes.

6.7.2 KNOWLEDGE RESOURCE MANAGEMENT

• Assess how current knowledge base is being managed.

• Consider how your organization obtains knowledge.

• Acquire the knowledge that your organization needs.

• Distribute and communicate your knowledge.

6.7.3 INFORMATION RESOURCE MANAGEMENT

• Establish processes to gather reliable and useful data.

• Establish processes to convert data into information.

• Establish processes to manage information and data.

6.7.4 TECHNOLOGY RESOURCE MANAGEMENT

• Consider using technology to enhance your performance.

• Establish technology assessment processes.

6.8 NATURAL RESOURCE MANAGEMENT

Consider the availability and use of energy and natural resources.

Consider integrating environmental protection into product design.

Consider trying to minimize your impact on the environment.

7.
PROCESS MANAGEMENT

7.1 USING A PROCESS APPROACH

Adopt a process approach to management.

• Establish unique processes that address your needs.

• Create a network of interconnected processes.

• Describe your organization’s network of processes.

Use a systems approach to manage processes.

• Understand your processes and process interactions.

• Manage your processes as an integrated system.

Review your organization’s processes.

• Make sure that your processes are efficient and effective.

• Take suitable steps to improve your processes.

7.2 PROCESS PLANNING AND CONTROL

Identify the functions that your organization needs.

Plan the development of your organization’s processes.

Develop your organization’s unique processes.

Control how your processes function.

7.3 PROCESS RESPONSIBILITY AND AUTHORITY

Appoint a process manager for each process.

• Give your process manager the authority and
  responsibility to manage his or her process.

• Make sure that the role of “process manager” is both
  recognized and respected throughout your organization.

8.
EVALUATION MANAGEMENT

8.1 GENERAL APPROACH TO EVALUATION

Monitor your organization’s performance.

Measure your organization’s performance.

Analyze your organization’s performance.

Review your organization’s performance.

8.2 MONITORING YOUR ORGANIZATION AND ITS ENVIRONMENT

Establish processes for monitoring, collecting, and managing
information about your organization and its business environment.

Use your monitoring processes to collect information
about your organization and its business environment.

• Collect information about the needs of interested parties.

• Collect information about your strengths and weaknesses.

• Collect information about your opportunities and threats.

• Collect information about your process capabilities.

• Collect information about regulatory requirements.

• Collect information about products and services.

• Collect information about your business markets.

• Collect information about your labor markets.

• Collect information about technologies.

• Collect information about trends.

8.3 MEASURING ORGANIZATIONAL PERFORMANCE

8.3.1 GENERAL APPROACH TO ASSESSING PROGRESS

• Assess your progress by measuring your actual
  achievements against the results you plan to achieve.

• Use a measurement and analysis process to monitor your
  actual achievements against the results you plan to achieve.

• Select appropriate and practical methods for collecting
  information and monitoring key performance indicators.

8.3.2 DEFINING KEY PERFORMANCE INDICATORS

• Identify factors that are critical to your organization’s success.

• Select your organization’s key performance indicators (KPIs).

• Implement KPIs throughout your organization.

• Use your KPIs to measure performance.

8.3.3 CONDUCTING INTERNAL AUDITS

• Select internal auditors.

• Plan your internal audits.

• Carry out internal audits.

• Prepare internal audit reports.

• Use audit results to improve performance.

• Verify the effectiveness of your remedial actions.

8.3.4 PERFORMING MATURITY SELF-ASSESSMENTS

• Carry out comprehensive and systematic
  assessments of your organization’s maturity.

• Use your self-assessment results and reports to
  help achieve and sustain organizational success.

• Communicate self-assessment results and reports.

8.3.5 USING BENCHMARKING TO IMPROVE PERFORMANCE

• Figure out what type of benchmarking you need to carry out.

• Establish and maintain a benchmarking methodology.

• Apply your organization’s benchmarking methodology.

• Use benchmarking results to improve performance.

8.4 ANALYZING YOUR ORGANIZATION'S ENVIRONMENT

Analyze the information you gathered while monitoring
your organization’s business environment.

Maintain information about your business environment.

Use your environmental analysis to make fact
based decisions about your strategy and policies.

8.5 REVIEWING PERFORMANCE INFORMATION

Establish a management review process.

Collect available information (inputs).

• Collect internal audit information.

• Collect self-assessment information.

• Collect benchmarking information.

• Collect risk assessment information.

• Collect customer feedback information.

• Collect environmental information.

Perform periodic management reviews at planned intervals.

Generate management review results and reports (outputs).

• Evaluate your organization's achievements.

• Discover trends that affect your organization.

• Identify opportunities that could be pursued.

• Assess previous improvement projects.

Use results to make decisions and achieve sustained success.

9.
CHANGE MANAGEMENT

9.1 MANAGING CHANGE

Achieve sustained success by managing change.

• Achieve success by managing improvements.

• Achieve success by managing innovations.

• Achieve success by managing learning.

Encourage learning, innovation, and improvement.

• Encourage people to learn about products.

• Encourage people to learn about processes.

• Encourage people to learn about technology.

• Encourage people to learn about infrastructure.

• Encourage people to learn about their work environment.

• Encourage people to learn about organizational structures.

• Encourage people to learn about management systems.

• Encourage people to learn about interested parties.

9.2 MANAGING IMPROVEMENTS

Define continual improvement objectives.

Establish a continual improvement process.

Make continual improvement part of your culture.

9.3 MANAGING INNOVATION

9.3.1 GENERAL APPROACH TO INNOVATION

• Identify your innovation needs and requirements.

• Establish an innovation process whenever innovation is needed.

• Provide related resources to support innovation.

9.3.2 EXPLORING YOUR INNOVATION NEEDS

• Explore the need for technological innovation.

• Explore the need for product innovation.

• Explore the need for process innovation.

• Explore the need for organizational innovation.

• Explore the need for systemic innovation.

9.3.3 PLANNING AND PRIORITIZING INNOVATIONS

• Establish a process to plan and prioritize innovations.

• Use your innovation planning process to plan your innovations.

9.3.4 FACTORS THAT AFFECT AN INNOVATION PROCESS

• Manage and control your innovation processes.

  • Consider how urgent the need for innovation is
    whenever you think about whether or not an innovation
    process should be established or whether or not it should
    be maintained.

  • Consider the impact your innovation objectives would
    have whenever you think about whether or not an
    innovation process should be established or whether
    or not it should be maintained.

9.3.5 PLANNING INNOVATION AND MANAGING RISK

• Assess your organization’s risks whenever
  you plan to carry out innovation activities.

• Prepare preventive actions to mitigate your risks.

9.4 MANAGING LEARNING

Encourage improvement and innovation
by supporting continuous learning.

• Achieve sustained success by making sure
  that your organization learns continuously.

  • Support learning by collecting information.

  • Support learning by gaining insights.

• Achieve sustained success by encouraging
  your people to learn continuously.

  • Support personal learning initiatives.

  • Encourage interpersonal networking.

  • Maintain suitable learning systems.

  • Recognize improvements in competence.

  • Acknowledge and appreciate creativity.

This page summarizes the ISO 9004 2009 standard.
It highlights the main points. It does not present detail.

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OTHER QUALITY MANAGEMENT PAGES

Introduction to ISO 9004 2009 Quality Management

Overview of the ISO 9004 2009 Quality Standard

ISO 9004 2009 Compliance Audit Tool

Quality Management Definitions

ISO 9001 Quality Management Standard

ISO 13485 Medical Device Management Standard

AS 9100 Aerospace Quality Management Standard

ISO 90003 Software Quality Management Standard

OTHER PLAIN ENGLISH STANDARDS

ISO 31000 2009 Risk Management Standard

ISO 14971 Medical Device Risk Management Standard

ISO 28000 Supply Chain Security Management Standard

ISO 22000 2005 Food Safety Management Standard

OHSAS 18001 Occupational Health & Safety Standard

ISO 14001 2004 Environmental Management Standard

ISO 27001 Information Security Management Standard

ISO 27002 Information Security Management Standard

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