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ISO 9001:2008
m
olution of quality standards
2uality System Standard
ISO 9002 and 9003
Process approach
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Processes:
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Processes - understand interactions
6
ustomer satisfaction
C Continual Improvement of the C
Quality Management System
U R
U S
a
S e S t
q
T i
u
T s
O i
O f
r a
M e
M c
E m
t
e Input E i
R n Output
R o
t Product
S s realisation S
n
elationship with ISO 9001 and ISO 9004
u Designed to complement each other
u an be used independently
u Different scope - similar structure
u ISO 9001 can apply for certification or contractual
purposes and focuses on effecti eness
u ISO 9004 pro ides wider focus on quality management
1 Scope (1.1 General)
Standard specifies 2 S requirements for use to:
u demonstrate organisation·s ability to consistently pro ide
product meeting customer & applicable statutory &
regulatory (legal) requirements
u enhance customer·s satisfaction through effecti e
application of the system including processes for its
continual impro ement and assurance of conformity to
customer and applicable statutory & regulatory
requirements
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1.2 Application
u equirements are generic
u equirement may be excluded if cannot be applied
due to the nature of organisation and its product
u xclusions must:
º Ñot affect ability or responsibility to pro ide conforming
product
º Be limited to lause 7
mm
2 Ñormati e reference
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3 Terms and definitions
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4.1 General requirements
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4.1 General equirements
u Determine the processes necessary for 2 S
u Determine the sequence and interaction of processes
u Determine criteria & methods to ensure effecti e operation &
control of the processes
u nsure a ailability of resources and information needed to
support the operation & monitoring of the processes
u onitor, measure where applicable and analyse processes
u Implement actions necessary to achie e planned results &
continual impro ement
m½
4.1 General equirements
u anage the processes in accordance with the standard
u nsure control of outsourced processes affecting product
conformity
u Define control of outsourced processes within the 2 S
u ontrol o er outsourced processes does not absol e the
organization of its responsibilities
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4.2 Documentation requirements
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u 2 S documentation:
º 2uality policy, objecti es
º 2uality manual
º Documented procedures and records
º Documents, including records determined by the organisation
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4.2.1 General
u Documented procedure means that it must be established,
documented, implemented and maintained
u xtend of documentation may differ due to
º Size & type of organisation
º omplexity & interaction of processes
º ompetence of personnel
u Documentation may be in any type of media
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4.2.2 2uality manual
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4.2.3 ontrol of documents
u Documented procedures to:
º appro e documents prior to issue
º re iew, update as necessary and re-appro e documents
º to identify the changes and the current re ision status of documents
º to ensure documents remain legible, readily identifiable
º ensure rele ant ersions of applicable documents are a ailable at points of use
º ensure that documents of external origin necessary for planning and operation of 2 S
are identified and distribution controlled
º obsolete documents are pre ented from unintended use and identified if kept for any
reason
4.2.4 ontrol of records
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5 anagement responsibility
u 5.1 anagement
commitment
u 5.2 ustomer focus
u 5.3 2uality policy
u 5.4 Planning
º 5.4.1 2uality objecti es !
º 5.4.2 2 S planning
5.1 anagement commitment
u Pro ide e idence of commitment to the de elopment
implementation and continual impro ement of 2 S by:
º communicating the importance of meeting customer and statutory
and regulatory requirements
º establishing quality policy & objecti es
º management re iews
º pro ision of resources
5.2 ustomer focus
5.3 2uality policy
u appropriate to the purpose of the organisation
u commitment to comply with requirements
u continually impro e the effecti eness of the 2 S
u framework for establishing & re iewing quality objecti es
u communicated and understood
u re iewed for continuing suitability
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5.4.1 2uality objecti es
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5.4.2 2uality management system planning
5.5 esponsibility, authority and communication
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u define and communicate responsibilities and
authorities
5.5.2 anagement epresentati e
u ember of the organization·s management
u ensures that processes needed for the 2 S are established,
implemented and maintained
u reports on performance of 2 S including needs for
impro ement
u promotes awareness of customer requirements
5.5.3 Internal communication
5.6 anagement e iew
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u e iew of the 2 S by top management at planned
inter als to:
º ensure 2 S suitability, adequacy & effecti eness
º assess opportunities for impro ement
º e aluate the need for changes to 2 S including policy & objecti es
u ecords maintained.
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5.6.2 e iew input
audit results
customer feedback
process performance
product conformity
status of PAs and As
follow up actions from earlier re iews
changes that could affect the 2 S
recommendations for impro ement
5.6.3 e iew output
6 esource anagement
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6.2 Human esources
u 6.2.1 General
Personnel performing work affecting conformity to product
requirements must be competent on the basis of :
appropriate education
training
skills
experience.
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6.2.2 ompetence, training and awareness
uDetermine the necessary competence
uPro ide training or take other action to satisfy those needs
u aluate the effecti eness of actions taken
unsure staff aware of rele ance and importance of their
acti ities and contribution to achie ing objecti es
u aintain appropriate records of education, training, skills
and experience
6.3 Infrastructure
6.4 Work en ironment
7 Product realization
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7.2 ustomer related processes
7.2.1 Determination of requirements related to product
7.2.2 e iew requirements related to the product
u e iew requirements before commitment to supply product & ensure
that:
º product requirements are defined
º difference between contract requirements from those pre iously expressed
resol ed
º organisation has ability to meet the requirements
u ecord the results of re iew and actions
u onfirm requirements, when customer does not pro ide documented
requirements
u When requirements are changed ensure that documents are
amended and rele ant persons are made aware of the changes.
7.2.3 ustomer communication
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7.3 Design & de elopment
7.3.1 Design & de elopment planning
7.3.2 Design & de elopment inputs
7.3.3 Design & de elopment outputs
7.3.4 Design & de elopment re iew
7.3.5 Design & de elopment erification
7.3.6 Design & de elopment alidation
7.3.7 ontrol of design & de elopment changes
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7.3.1 Design & de elopment (D&D) planning
u Plan & control D&D of the product.
u Planning to include:
º D&D stages
º required re iew, erification and alidation acti ities
º responsibilities & authorities for D&D
u Interfaces between groups must be managed
u Planning to be updated as the D&D progresses
7.3.2 Design & de elopment inputs
u Determine & record product requirements including:
º functional & performance requirements
º applicable statutory and regulatory requirements
º information from pre ious similar designs
º any other essential requirements
u e iew input for adequacy
u equirements must be complete, unambiguous and not in
conflict with each other
7.3.3 Design & de elopment outputs
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7.3.5 Design & de elopment erification
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7.3.6 Design & de elopment alidation
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7.3.7 ontrol of design and de elopment changes
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7.4 Purchasing
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7.4.1 Purchasing process
u nsure that purchased product meets requirements
u Type & extend of control depends on effect purchased
product may ha e on the final product
u aluate and selects suppliers based on their ability to
supply conforming product
u stablish criteria for selection, e aluation and re-e aluation
of suppliers
u esults of e aluation and any necessary actions must be
recorded
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7.4.2 Purchasing information
u Purchasing information must include where appropriate:
º requirements for appro al of product, procedures, processes and
equipment
º requirements for qualification of personnel
º quality management system requirements
u nsure adequacy of specified purchase requirements prior
to their communication to supplier
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7.4.3 Verification of purchased product
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7.5.3 Identification and traceability
u Where appropriate identify product by suitable means
throughout product realization
u Identify status with respect to measurement & monitoring
requirements throughout product realization
u Where traceability is required control the unique
identification of product
u aintain records
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7.5.4 ustomer property
u are for customer·s property while it is under
organisation·s control or being used by organisation
u Identification, erification, protection & safeguarding
customer property pro ided for use or incorporation
u Any customer property that is lost, damaged or found
unsuitable must recorded & reported to customer
ustomer property includes intellectual property & personal data
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7.5.5 Preser ation of product
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7.6 ontrol of monitoring & measuring equipment
u Determine monitoring and measurements to be made &
measurement & monitoring equipment needed to pro ide
e idence of conformity of product
u nsure measuring and monitoring is carried out
consistently with monitoring and measurement
requirements
u Suitability of measuring/monitoring software must be
confirmed prior to use and re-confirm as necessary
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7.6 ontrol of monitoring & measuring equipment
u alibrate or erify or both at specified inter als or prior to use against international
or national standards. Where no such standard exist record the basis
u Adjust or re-adjust as necessary
u Ha e identification to determine calibration status
u Safeguard from adjustments in alidating calibration
u Protect from damage or deterioration during handling, maintenance& storage
u record results of calibration
u assess and record alidity of pre ious results when de ice found to be out of
calibration
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8 easurement, analysis and impro ement
u 8.1 General "#$$
u 8.2 onitoring/measurement
º 8.2.1 ustomer satisfaction "%&
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º 8.2.2 Internal Audit "
º 8.2.3 onitoring & measurement of " #
processes
" #
º 8.2.4 onitoring & measurement of
product " '
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8.1 General
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8.2.1 ustomer satisfaction
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8.2.2 Internal audit
u onduct internal audits at planned inter als to determine if
:
º 2 S conforms to the planned arrangements, requirements of the standard
and organisation·s requirements
º 2 S is effecti ely implemented & maintained
u Plan the audit programme considering:
º status and importance of the processes and the areas
º results of pre ious audits
u Define audit criteria, scope, frequency & methodologies
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8.2.2 Internal audit
u Select auditors to ensure objecti ity and impartiality.
u Auditor must not audit own work.
u The documented procedure must co er:
º responsibilities & requirements for planning and conducting audits
º reporting results and maintaining records
u orrecti e actions without undue delay
u Follow up to erify actions taken & report erification
results
8.2.3 onitoring and measurement of processes
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8.2.4 onitoring and measurement of product
u onitor & measure product characteristics to erify conformity at
appropriate stages
u idence of conformity with the acceptance criteria must be maintained.
u ecords must indicate the person(s) authorising release of the product
for deli ery to the customer
u elease or deli ery must not proceed until all the planned arrangements
ha e been satisfactorily completed, unless otherwise appro ed by a
rele ant authority, and where applicable by the customer
8.3 ontrol of nonconforming product
8.4 Analysis of data
u Determine, collect & analyse appropriate data to demonstrate the
suitability and effecti eness of 2 S and to e aluate where continual
impro ement of the 2 S can be made
u Data from measurement & monitoring & other rele ant sources
u Analyze data to pro ide information on:
º customer satisfaction
º conformity to product requirements
º process, product characteristics and their trends including opportunities for
pre enti e action
º suppliers
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8.5 Impro ement
8.5.1 ontinual impro ement
u Organisation shall continually impro e the effecti eness of the 2 S
through use of:
º quality policy
º quality objecti es
º audit results
º analysis of data
º correcti e actions
º pre enti e actions
º management re iew
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8.5.2 orrecti e action
u Take actions to eliminate the causes of nonconformities to pre ent
recurrence.
u orrecti e actions appropriate to the impact of the problem
u Documented procedure shall define requirements for:
º re iewing nonconformities (including customer complaints)
º determining the causes of nonconformities
º aluating the need for correcti e action
º determining & implementing action needed
º recording results of action taken
º re iewing the effecti eness of the correcti e action taken
8.5.3 Pre enti e action
u Determine action to eliminate the causes of potential
nonconformances to pre ent occurrence.
u Actions appropriate to the impact of the potential problem
u Documented procedure must define the requirements for
º determining potential nonconformances & their causes
º e aluating the need for pre enti e action
º determining and implementing action needed
º recording the results of action taken
º re iewing the effecti eness of the pre enti e action taken