Clause 1 - Scope
This describes the scope of the ISO 9001 standard. It doesn’t outline any actual requirements.
Clause 2 - Normative References
This clause identifies other standards and documents that relate, to and are referenced, within ISO 9001.
Clause 3 - Terms and Definitions
This explains certain key words and phrases that are used throughout the standard. It helps you understand some of the jargon.
Clause 4 - Context of the Organisation
Here us where you build a picture of the business environment in which you operate. You need to understand this before you can start to build your system.
Determine the relevant external and internal factors that affect your organisation
A SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis may prove useful
- You should identify everyone with an interest in your business such as staff, suppliers, clients - known as stakeholder
Clause 5 - Leadership and Commitment
A QMS won’t work without commitment from top management. This is key to the success of your system and auditors will look for evidence of this.
Clause 6 - Planning
Risk-based thinking is a key principle of ISO 9001. This is all about ensuring that you get the expected results and there are no nasty surprises. Only with proper planning will you be ‘right first time’.
You must establish your quality objectives
Identify and document risks
Develop processes to prevent, reduce and eliminate unwanted events
Plan to make the most of any opportunities that arise
Clause 7 - Support
You need to make sure that the system is adequately resourced.
Clause 8 - Operation
This is where your system comes to life. This clause is about the day-to-day activities that produce the products and services to deliver to your customers.
Make sure what you do will result in the desired outcomes
Processes need to be planned, implemented and controlled
You probably need some written procedures
Outsourced processes must be controlled & communication with customers is vital
Clause 9 - Performance evaluation
The only way to tell if your QMS is working and you are raising quality standards is to measure what you do.
Determine what needs to be monitored, how to monitor and when
You must include compliance and customer satisfaction
You must carry out internal audits
The results must be measured, analysed and evaluated
- Top management must review the system and performance
Clause 10 - Improvement
You must put things right when they go wrong. This is ‘corrective action’ which leads to continual improvement. This underpins the concept of a QMS.
Identify nonconformities and take corrective action
Address future needs and expectations
Work to improve customer satisfaction