ISO 10010:2022
Quality management — Guidance to understand, evaluate and improve organizational quality culture
This document gives guidance on the evaluation, development and improvement of organizational quality culture to help an organization to achieve sustained success. This document takes into account the fundamental concepts and quality management principles, with specific focus on people engagement and leadership.
The recommendations in this document are generic and are intended to be applicable to any organization, regardless of its size, industry, location, maturity or the products and services it provides.
NOTE This document provides example tools for the evaluation of organizational quality culture by self-assessment to determine quality culture maturity and potential for improvement
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Relationship between quality culture and organizational culture
4.2 Understand the context of the organization
4.2.1 External and internal issues
4.2.2 Understanding the needs and expectations of interested parties
5 Determine desired quality culture
5.1 General
5.2 Leadership roles and responsibilities
6 Determine current quality culture
6.1 General
6.2 Decide what will be measured and how
6.3 Monitoring and measuring current quality culture
6.4 Analyse and evaluate the current quality culture
6.4.1 General
6.4.2 Analyse current quality culture
6.4.3 Evaluate current quality culture
7 Determine and implement actions to achieve desired quality culture
7.1 General
7.2 Determine quality culture strategy
7.2.1 Aspects of quality culture
7.2.2 Establish quality culture strategy
7.2.3 Analyse need for quality culture in terms of quality strategy
8 Embed desired quality culture
8.1 General
8.2 Enable continual improvement of quality culture
9 Sustain desired quality culture
9.1 General
9.2 People engagement
9.2.1 Quality culture champions
9.2.2 Awareness and training
9.3 Communication
9.4 Management of change
9.5 Continual evaluation and benchmarking
Annex A (informative) Evaluation examples
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Relationship between quality culture and organizational culture
4.2 Understand the context of the organization
4.2.1 External and internal issues
4.2.2 Understanding the needs and expectations of interested parties
5 Determine desired quality culture
5.1 General
5.2 Leadership roles and responsibilities
6 Determine current quality culture
6.1 General
6.2 Decide what will be measured and how
6.3 Monitoring and measuring current quality culture
6.4 Analyse and evaluate the current quality culture
6.4.1 General
6.4.2 Analyse current quality culture
6.4.3 Evaluate current quality culture
7 Determine and implement actions to achieve desired quality culture
7.1 General
7.2 Determine quality culture strategy
7.2.1 Aspects of quality culture
7.2.2 Establish quality culture strategy
7.2.3 Analyse need for quality culture in terms of quality strategy
8 Embed desired quality culture
8.1 General
8.2 Enable continual improvement of quality culture
9 Sustain desired quality culture
9.1 General
9.2 People engagement
9.2.1 Quality culture champions
9.2.2 Awareness and training
9.3 Communication
9.4 Management of change
9.5 Continual evaluation and benchmarking
Annex A (informative) Evaluation examples
Bibliography