New Edition of ISO 9004

The 3rd edition of ISO 9004 was released in 2009 and titled “Managing for the sustained success of an organization – A quality management approach”.

The 4th edition of ISO 9004 is titled “Quality management – Quality of an organization – Guidance to achieve sustained success”. The revised ISO 9004 version is due to be published in 2018.

ISO 9004 provides a framework, based on a quality management approach, for organizations to achieve ongoing success by identifying their strengths and weaknesses, and opportunities for improvements or changes.

The guidance standard offers guidance for enhancing the overall quality of an organization by improving its maturity level, namely in terms of its strategy, leadership, resources, and processes.

According to ISO, the 4th edition of ISO 9004 will build on and improve the guidance of the 2009 version. It should help organizations improve their overall performance by releasing the full potential of their quality management system.

ISO 9001 focuses on providing confidence in the organization’s ability to produce consistent, conforming products and services. Whereas ISO 9004 aims to provide confidence in the organization itself and its long-term sustained success.

ISO 9004 is expected to help organizations identify and balance the needs and expectations of their customers with those of other interested parties in a complex, demanding, and ever-changing business environment.

While ISO 9004 is specifically not designed for certification, it does include an enhanced self-assessment tool that helps organizations assess the level of maturity of the various components of their system, as well as, identify and prioritize potential areas for improvement.

The new 4th edition will help organizations to move to the next level beyond ISO 9001, by addressing topics such as the alignment and deployment of strategy, policy, and objectives within the broader context of the organization’s vision, mission, values, and culture.

The table of contents for ISO 9004 is shown below. The draft standard can be ordered at this ISO web page for about $60.

Foreword
Introduction

1 Scope
2 Normative references
3 Terms and definitions

4 Quality of an organization and sustained success
4.1 Quality of an organization
4.2 Managing for the sustained success of an organization

5 Context of an organization
5.1 General
5.2 Relevant interested parties
5.3 External and internal issues

6 Identity of an organization
6.1 General
6.2 Mission, vision, values and culture

7 Leadership
7.1 General
7.2 Policy and strategy
7.3 Objectives and deployment
7.4 Communication

8 Process management
8.1 General
8.2 Determination of processes
8.3 Process responsibility and authority
8.4 Managing processes
 
9 Resource management
9.1 General
9.2 People
9.2.1 General
9.2.2 Engagement of people
9.2.3 Empowerment and motivation of people
9.2.4 Competence of people
9.3 Organizational knowledge
9.4 Technology
9.5 Infrastructure and work environment
9.6 Externally provided resources
9.7 Natural resources

10 Analysis and evaluation of an organization’s performance
10.1 General
10.2 Performance indicators
10.3 Performance
10.4 Performance evaluation
10.5 Internal audit
10.6 Self-assessment
10.7 Reviews

11 Improvement, learning and innovation
11.1 General
11.2 Improvement
11.3 Learning
11.4 Innovation
11.4.1 General
11.4.2 Application
11.4.3 Timing and risk

Annex A – Self-assessment tool
A.1 General
A.2 Maturity model
A.3 Self-assessment of detailed elements
A.4 Using the self-assessment tools

Bibliography