AS/NZS ISO 9004:2000
Quality management systems - Guidelines for performance improvements
Provides guidance on applying quality management systems to the achievement of performance improvement. This extends beyond the requirements of AS/NZS ISO 9001 to the overall performance of the organization and the satisfaction of customers and other interested parties. This Standard is identical with and has been reproduced from ISO 9004:2000.
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PREFACE
Contents
Foreword
Introduction
0.1 General
0.2 Process approach
0.3 Relationship with ISO 9001
0.4 Compatibility with other management systems
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system
4.1 Managing systems and processes
4.2 Documentation
4.3 Use of quality management principles
5 Management responsibility
5.1 General guidance
5.1.1 Introduction
5.1.2 Issues to be considered
5.2 Needs and expectations of interested parties
5.2.1 General
5.2.2 Needs and expectations
5.2.3 Statutory and regulatory requirements
5.3 Quality policy
5.4 Planning
5.4.1 Quality objectives
5.4.2 Quality planning
5.5 Responsibility, authority and communication
5.5.1 Responsibility and authority
5.5.2 Management representative
5.5.3 Internal communication
5.6 Management review
5.6.1 General
5.6.2 Review input
5.6.3 Review output
6 Resource management
6.1 General guidance
6.1.1 Introduction
6.1.2 Issues to be considered
6.2 People
6.2.1 Involvement of people
6.2.2 Competence, awareness and training
6.2.2.1 Competence
6.2.2.2 Awareness and training
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 guidance
7.1.1 Introduction
7.1.2 Issues to be considered
7.1.3 Managing processes
7.1.3.1 General
7.1.3.2 Process inputs, outputs and review
7.1.3.3 Product and process validation and changes
7.2 Processes related to interested parties
7.3 Design and development
7.3.1 General guidance
7.3.2 Design and development input and output
7.3.3 Design and development review
7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Supplier control process
7.5 Production and service operations
7.5.1 Operation and realization
7.5.2 Identification and traceability
7.5.3 Customer property
7.5.4 Preservation of product
7.6 Control of measuring and monitoring devices
8 Measurement, analysis and improvement
8.1 General guidance
8.1.1 Introduction
8.1.2 Issues to be considered
8.2 Measurement and monitoring
8.2.1 Measurement and monitoring of system performance
8.2.2 Measurement and monitoring of processes
8.2.3 Measurement and monitoring of product
8.2.4 Measurement and monitoring the satisfaction of interested parties
8.3 Control of nonconformity
8.3.1 General
8.3.2 Nonconformity review and disposition
8.4 Analysis of data
8.5 Improvement
8.5.1 General
8.5.2 Corrective action
8.5.3 Loss prevention
8.5.4 Continual improvement of the organization
Annex A - Guidelines for self-assessment
A.1 Introduction
A.2 Performance maturity levels
A.3 Self-assessment questions
A.4 Documentation of self-assessment results
A.5 Linking potential benefits of ISO 9004 to self-assessment
Benefit 1: Managing systems and processes (4.1)
Benefit 2: Documentation (4. 2)
Benefit 3: Management responsibility — General guidance (5.1)
Benefit 4: Needs and expectations of interested parties (5.2)
Benefit 5: Quality policy (5.3)
Benefit 6: Planning (5.4)
Benefit 7: Responsibility, authority and communication (5.5)
Benefit 8: Management review (5.6)
Benefit 9: Resource management — General guidance (6.1)
Benefit 10: People (6.2)
Benefits 11, 12, 13 and 15 to: Infrastructure (6.3), Work environment (6.4), Information (6.5) and Natural resources (6. 7)
Benefit 14: Suppliers and partnerships (6.6)
Benefit 16: Financial resources (6.8)
Benefit 17: Product realization — General guidance (7.1)
Benefit 18: Processes related to interested parties (7.2)
Benefit 19: Design and development (7.3)
Benefit 20: Purchasing (7.4)
Benefit 21: Production and service operations (7.5)
Benefit 22: Control of measuring and monitoring devices (7.6)
Benefit 23: Measurement, analysis and improvement — General guidance (8.1)
Benefit 24: Measurement and monitoring (8.2)
Benefit 25: Control of nonconformity (8.3)
Benefit 26: Analysis of data (8. 4)
Benefit 27: Improvement (8.5)
Annex B - Process for continual improvement
Bibliography
Previous versions
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PREFACE
Contents
Foreword
Introduction
0.1 General
0.2 Process approach
0.3 Relationship with ISO 9001
0.4 Compatibility with other management systems
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system
4.1 Managing systems and processes
4.2 Documentation
4.3 Use of quality management principles
5 Management responsibility
5.1 General guidance
5.1.1 Introduction
5.1.2 Issues to be considered
5.2 Needs and expectations of interested parties
5.2.1 General
5.2.2 Needs and expectations
5.2.3 Statutory and regulatory requirements
5.3 Quality policy
5.4 Planning
5.4.1 Quality objectives
5.4.2 Quality planning
5.5 Responsibility, authority and communication
5.5.1 Responsibility and authority
5.5.2 Management representative
5.5.3 Internal communication
5.6 Management review
5.6.1 General
5.6.2 Review input
5.6.3 Review output
6 Resource management
6.1 General guidance
6.1.1 Introduction
6.1.2 Issues to be considered
6.2 People
6.2.1 Involvement of people
6.2.2 Competence, awareness and training
6.2.2.1 Competence
6.2.2.2 Awareness and training
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 guidance
7.1.1 Introduction
7.1.2 Issues to be considered
7.1.3 Managing processes
7.1.3.1 General
7.1.3.2 Process inputs, outputs and review
7.1.3.3 Product and process validation and changes
7.2 Processes related to interested parties
7.3 Design and development
7.3.1 General guidance
7.3.2 Design and development input and output
7.3.3 Design and development review
7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Supplier control process
7.5 Production and service operations
7.5.1 Operation and realization
7.5.2 Identification and traceability
7.5.3 Customer property
7.5.4 Preservation of product
7.6 Control of measuring and monitoring devices
8 Measurement, analysis and improvement
8.1 General guidance
8.1.1 Introduction
8.1.2 Issues to be considered
8.2 Measurement and monitoring
8.2.1 Measurement and monitoring of system performance
8.2.2 Measurement and monitoring of processes
8.2.3 Measurement and monitoring of product
8.2.4 Measurement and monitoring the satisfaction of interested parties
8.3 Control of nonconformity
8.3.1 General
8.3.2 Nonconformity review and disposition
8.4 Analysis of data
8.5 Improvement
8.5.1 General
8.5.2 Corrective action
8.5.3 Loss prevention
8.5.4 Continual improvement of the organization
Annex A - Guidelines for self-assessment
A.1 Introduction
A.2 Performance maturity levels
A.3 Self-assessment questions
A.4 Documentation of self-assessment results
A.5 Linking potential benefits of ISO 9004 to self-assessment
Benefit 1: Managing systems and processes (4.1)
Benefit 2: Documentation (4. 2)
Benefit 3: Management responsibility — General guidance (5.1)
Benefit 4: Needs and expectations of interested parties (5.2)
Benefit 5: Quality policy (5.3)
Benefit 6: Planning (5.4)
Benefit 7: Responsibility, authority and communication (5.5)
Benefit 8: Management review (5.6)
Benefit 9: Resource management — General guidance (6.1)
Benefit 10: People (6.2)
Benefits 11, 12, 13 and 15 to: Infrastructure (6.3), Work environment (6.4), Information (6.5) and Natural resources (6. 7)
Benefit 14: Suppliers and partnerships (6.6)
Benefit 16: Financial resources (6.8)
Benefit 17: Product realization — General guidance (7.1)
Benefit 18: Processes related to interested parties (7.2)
Benefit 19: Design and development (7.3)
Benefit 20: Purchasing (7.4)
Benefit 21: Production and service operations (7.5)
Benefit 22: Control of measuring and monitoring devices (7.6)
Benefit 23: Measurement, analysis and improvement — General guidance (8.1)
Benefit 24: Measurement and monitoring (8.2)
Benefit 25: Control of nonconformity (8.3)
Benefit 26: Analysis of data (8. 4)
Benefit 27: Improvement (8.5)
Annex B - Process for continual improvement
Bibliography
Previous versions
AS/NZS ISO 9004:2000
Online Library subscription information
Online library subscriptions provide a cost-effective solution for organisations of any size to access the latest standards, offering 24/7 access to a personalised catalogue. The service ensures subscribers have have the most up-to-date version of selected standards, incluing automatic updates for any amendments or versions. Pricing is dependent on the chosen standards and the number of concurrent users, with discounts applied from the standards PDF price. For customised subscriptions or further inquiries, contact the Online Library team.