The objective of this Standard is to give guidelines for enhancing an organization’s ability to achieve sustained success. This guidance is consistent with the quality management principles given in AS/NZS ISO 9000:2016.
Table of contents
Header
About this publication
Preface
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
4.2.1
4.2.2
5 Context of an organization
5.1 General
5.2 Relevant interested parties
5.3 External and internal issues
5.3.1
5.3.2
5.3.3
6 Identity of an organization
6.1 General
6.2 Mission, vision, values and culture
7 Leadership
7.1 General
7.1.1
7.1.2
7.2 Policy and strategy
7.3 Objectives
7.4 Communication
8 Process management
8.1 General
8.2 Determination of processes
8.2.1
8.2.2
8.3 Responsibility and authority for processes
8.4 Managing processes
8.4.1
8.4.2
8.4.3
8.4.4
8.4.5
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
9.3.1
9.3.2
9.4 Technology
9.5 Infrastructure and work environment
9.5.1 General
9.5.2 Infrastructure
9.5.3 Work environment
9.6 Externally provided resources
9.7 Natural resources
10 Analysis and evaluation of an organization’s performance
