Hope to help to make it a bit more clear:
The foundation under the whole ISO 9000 family of standards (9000, 9001 and 9004 but also the supporting standards being 10000 series) are there things:
a) Common terminology - as described in ISO 9000;
b) 8 Quality management principles - as described in ISO 9000;
c) Model of a process-based quality management system - also given in ISO 9000.
In ISO 9001 a set of requirements is described an organization must implement to be able to demonstrate the organization's ability to meet customer, statutory and regulatory requirements applicable to the product. and the organizations own requirements.
(This is a set of minimum requirements, an organization may do much more, like take care of needs and expectations of other interested parties next to customers, it's up to them, but to get ISO 9001 certificate, fulfillment of the needs and expectation of customers is only stated requirement - speaking about interested parties). Certainly, to achieve high satisfaction of customers, involvement of people is more than important, but there is no requirement to monitor satisfaction of any other interested party except customers.
All 8 quality management principles are applicable to ISO 9001 implementation.
ISO 9004 is going above the requirements of ISO 9001, here all relevant interested parties are mentioned, all processes and all type of resources. It is the choice of an organization how far to go with satisfying the needs and expectations of each relevant interested party (which are relevant at certain moment is their own choice).
All 8 Quality management principles are also applicable for ISO 9004, but in a different way when compared to their (limited) use in case of implementation of ISO 9001.
In ISO 9004 extended Model of a process-based quality management system is used, covering also issue as strategy, all resources, innovation, benchmarking, learning etc.
ISO 9004 is referring to monitoring of satisfaction of all relevant interested parties.
Bob Alisic
ActinQ
member of ISO TC176
Posted by Bob
