ISO 9004:2009 pdf download.Managing for the sustained success of an organization - A quality management approach
4.1 General
To achieve sustained success, top management should adopt a quality management approach. The organization's quality management system should be based on the principles described in Annex B. These principles describe concepts that are the foundation of an effective quality management system. To achieve sustained success, top management should apply these principles to the organization's quality management system.
4.2 Sustained success
The organization can achieve sustained success by consistently meeting the needs and expectations of its interested parties, in a balanced way, over the long term.
An organization's environment is ever-changing and uncertain, and to achieve sustained success its top management should
一have a long-term planning perspective,
一constantly monitor and regularly analyse the organization's environment,
一identify all its relevant interested parties, assess their individual potential impacts on the organization's performance, as 一一well as determining how to meet their needs and expectations in a balanced way,
一continually engage interested parties and keep them informed of the organization's activities and plans,
一establish mutually beneficial relationships with suppliers, partners and other interested parties,
一make use of a wide variety of approaches, including negotiation and mediation, to balance the often competing needs and expectations of interested parties,
一identify associated short and long-term risks and deploy an overall strategy for the organization to mitigate them,
一anticipate future resource needs (including the competences required of its people),
4.3 The organization's environment
An organization's environment will be undergoing change continually, regardless of its size (large or small), its activities and products, or its type (for profit or not-for-profit); consequently this should be monitored constantly by the organization. Such monitoring should enable the organization to identify, assess and manage the risks related to interested parties, and their changing needs and expectations.
Top management should make decisions for organizational change and innovation in a timely manner in order to maintain and improve the organization's performance.
NOTE For more information on risk management, see ISO 31000.
4.4 Interested parties, needs and expectations
Interested parties are individuals and other entities that add value to the organization, or are otherwise interested in, or affected by, the activities of the organization. Meeting the needs and expectations of interested parties contributes to the achievement of sustained success by the organization.
In addition, the needs and expectations of individual interested parties are different, can be in conflict with those of other interested parties, or can change very quickly. The means by which the needs and expectations of interested parties are expressed and met can take a wide variety of forms, including collaboration,cooperation, negotiation, outsourcing, or by terminating an activity.ISO 9004 pdf download.