January 26, 2018

ISO 9004: 2009 – Managing for the sustained success of an organization – A quality management approach

This international Standard provides guidance to support the achievement of sustained success for any organization in a complex, demanding, and
ever-changing environment, by a quality management approach.

The sustained success of an organization is achieved by its ability to meet
the needs and expectations of its customers and other interested parties,
over the long term and in a balanced way. Sustained success can be achieved
by the effective management of the organization, through awareness of the
organization’s environment, by learning, and by the appropriate application of either improvements, or innovations, or both.
This International Standard promotes self-assessment as an important tool for the review of the maturity level of the organization, covering its
leadership, strategy, management system, resources and processes, to
identify areas of strength and weakness and opportunities for either
improvements, or innovations, or both.

Annex A provides a tool for organizations to self-assess their own strengths
and weaknesses, to determine their level of maturity, and to identify
opportunities for improvement and innovation.

Self-assessment is a comprehensive and systematic review of. the
organization’s activities and its performance in relation to its degree of
maturity (five maturity levels).

An organization should use self-assessment to identify improvement and innovation opportunities, set priorities and establish action plans with the objective of sustained success. The output of self-assessment will show
strengths and weaknesses, the maturity level of the organization and, if repeated, the organization’s progress over time. The results of an organization’s self-assessment can be a valuable input into management reviews. Self-assessment also has the potential to be a learning tool, which can provide an improved vision of the organization and promote the involvement of interested parties.

A mature organization performs effectively and efficiently and achieves sustained success by
— understanding and satisfying needs & expectations of interested parties,
— monitoring changes in the organization’s environment,
— identifying possible areas for improvement and innovation,
— defining and deploying strategies and policies,
— setting and deploying relevant objectives,
— managing its processes and resources,
— demonstrating confidence in its people, leading to increased motivation, commitment and involvement, and
— establishing mutually beneficial supplier and other partner   elationships.
This self-assessment tool uses five maturity levels, which can be extended to include additional levels or otherwise customized as needed.


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