ISO 9004 2009 Translated into Plain English

PART	TITLE 25 TABLE OF CONTENTS	PAGE
1	Introduction	3
2	Overview of Standard	17
3	Quality Dictionary	27
4 4.1 4.2 4.3 4.4	Success Management Quality Management Approach Sustained Corporate Success Business Environment Interested Parties	44 44 45 47 48
5 5.1 5.2 5.3 5.4	Strategic Management General Corporate Orientation Strategy and Policy Formulation Strategy and Policy Deployment Strategy and Policy Communication	49 49 50 54 57
6 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8	Resource Management General Resource Management Financial Resource Management Human Resource Management External Resource Management Infrastructure Resource Management Work Resource Management Intelligence Resource Management Natural Resource Management	58 58 60 61 65 67 69 71 75
7 7.1 7.2 7.3	Process Management Using a Process Approach Process Planning and Control Process Responsibility and Authority	77 77 78 81
8 8.1 8.2 8.3 8.4 8.5	Evaluation Management General Approach to Evaluation Management Monitoring your Organization and its Environment Measuring Organizational Performance Analyzing your Organization's Environment Reviewing Performance Information	82 82 82 84 99 101
9 9.1 9.2 9.3 9.4	Change Management Managing Change Managing Improvements Managing Innovation Managing Learning	103 103 105 106 108
10	Legal and Contact Information	111

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