Goal and Scope of an ISO 9001 quality system
The ISO 9001 Standards states its goal in two blunt words: customer satisfaction.How do we achieve customer satisfaction? By meeting customer requirements.The quality management system (QMS) helps us to do this by:
a. Applying the system. Actually using it. Putting it at the heart of our organization.
b. Continually improving the system. The QMS is never done. After all, customer requirements do not stand still—they evolve and grow tougher.So we have to improve continually in order to survive.
(The guidance document, ISO 9004: 2000, sets a compatible and in some respects more ambitious goal: “improving the processes of an organization to enhance performance.”) Prevention of nonconformity. Prevention is the key term here: prevention,rather than detection. Quality management has long since evolved away from the old “inspect quality in” approach.Prevention is cheaper, more effective, and more protective of the customer. Detection is also a different mindset. It requires a very high degree of process orientation, upstream thinking, and relentless analysis.To what types of organizations does the Standard apply? All types. The requirements “are generic and applicable to all organizations,regardless of type and size.” A compliant QMS can be implementedby any organization, producing any product or service,anywhere in the world.Within the organization, the impact of the requirements and the QMS are similarly broad. The Standard “applies to the activities of organizations from the identification of customer requirements, through all quality management system processes, to the achievement of customer satisfaction.” Every activity within the organization that impacts the process of creating customer satisfaction is affected by the requirements of the ISO 9001 Standards.
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