Introduction

In December 2000, the International Organization for Standardization (ISO) introduced a revised set of Quality Management standards based on a process model, with an emphasis on measuring customer satisfaction. The current version is more compatible with the ISO 14000 Environmental Management System standards.

The goal is for all organizations to seek continuous performance improvement.

All requirements for quality management of the product or service are covered in ISO 9001:2000 which has a quality planning requirement along with policies, objectives and quantifiable targets.

ISO 9004 goes further by laying the foundation for an organization continuous improvement.

The new standard has been developed using a core set of eight quality management principles, which act as a common foundation for standards relating to quality management. These are:

	Customer focus
	Leadership
	The involvement of people
	A process approach
	A system approach to management
	Continual improvement
	A factual approach to decision making
	Mutually beneficial supplier relationship

Basic Requirements

The 2000 standard requires organizations to have a quality manual which includes the documented procedures or references to them. The manual must include a description of the sequence and interaction of the processes that make up the quality management system specific to your business. In addition, the scope of the system has to be clearly defined.

Most manuals that comply with the 1994 standard will require some additions or changes but should not need extensive revision. Overall, the effect of the requirements of the standard is to reduce the instances where documented procedures are mandatory (there are only six mandatory procedures) and to allow the organization the freedom to determine the type and extent of documentation needed to support the operation of the processes that make up the quality management system.