ISO 10014:2021 pdf download.Quality management systems - Managing an organization for quality results - Guidance for realizing financial and economic benefits
1 Scope
This document gives guidelines for realizing financial and economic benefits by applying a top-down structured approach to achieving financial and economic benefits. The structured approach uses the quality management principles and quality management system described in the ISO 9000 family of management system standards to:
a] monitor and manage trends in key performance metrics;
b] take improvement action based on the observed metrics.
This document is directed specifically to the top management of an organization.
This document is applicable to any organization, whether from the public, private or not-for-profit sector, regardless of its business model, revenue, number of employees, diversity of product and service offerings, organizational culture, complexity of processes, place or number of locations.
This document complements ISO 9001:2015 and ISO 9004:2018 for performance improvements and provides examples of achievable benefits from the application of concepts in those standards. This document identifies associated practical management methods and tools to assist in realizing the benefits.
4.1 Overview
This document provides a two-stage top-down structured approach to assist top management in identifying and realizing financial and economic benefits (see Figure 1). As presented in this document,this approach is generic and applicable to any process or ongoing business condition (see Annex B).
In Stage 1, top management is responsible for identifying areas for improvement. The information is then passed on to Stage 2 in the form of assigned actions to the process owners.
In Stage 2, the process owners are responsible for developing and implementing effective improvement plans.
This same approach should be used to sustain improvements and achievements. The financial and economic benefits are achieved by:
a) monitoring and analysing key performance metrics over time:
一 in the context of the organization;
一 that represent the changing needs and expectations of interested parties;
b) implementing improvement actions, based on the analysis of the metrics, using the quality management principles together with the organization's quality management system (see Annex D).
The quality management principles are supported by the process approach, the PDCA cycle and risk-based thinking.
An organization should conduct an initial selfassessment, using the self-assessment tool provided in Annex C, to establish a baseline to assess how effectively it is using the processes detailed in this document. For organizations that have not yet developed a set of metrics and tools to identify and recognize risks and opportunities, they can start with the self-assessment tool in Annex C to identify gaps in their processes. As these processes improve, the organization will be in a better position to recognize opportunities for improvement through the evaluation of its business results.ISO 10014 pdf download.