What is iso 9001 standard. International system of standards ISO (ISO) and its requirements

Picking up a box, the consumer sees a lot of abbreviations that are not always known to him. In addition, everyone around is talking about the quality of goods and services, certifications and guarantors. Modern man, especially one who owns or manages a business, must be aware of what is happening. Therefore, it is worth delving into this issue and starting with the most popular international standard ISO 9001. What it is, how to get a certificate, what benefits it gives, and other issues will be discussed in detail below.

Quality

The word "quality" has firmly entered the lexicon of every person. All standards give different, capacious definitions. The quality in the life of an ordinary consumer is the correspondence (or even better, the excess) of what he expects to what he receives. Whether it is services, food, clothing, household items or something else, the consumer expects that they will bring him benefit or pleasure.

Since such an attitude is too subjective, special criteria have been developed, compliance with which will determine the degree of quality. Various independent structures can confirm the conformity of goods or services, while issuing their opinion.

The consumer is primarily interested in the quality of a product or service, but if this issue is not one of the most important for the manufacturer, he will never succeed in achieving serious and long-term success.

Quality checking

Many organizations have internal audits. When a department or certain employees evaluate the work and the product produced. Of course, one can doubt the objectivity of such indicators, but one should not completely abandon them either.

The second type of verification is partnership. For example, when certain requirements are imposed on suppliers, non-compliance with which will lead to the termination of the cooperation agreement. Inspections can be carried out independently or with the involvement of third parties. For example, organizations that certify according to GOST standards or the ISO 9001 standard.

Certification can be mandatory or voluntary. It is not worth talking about the possible difference in attitudes towards the quality of the manufacturer in these types. Many products must undergo mandatory certification: children's products, perfumes, medicines, Computer Engineering, cars, etc. But mandatory certification does not prevent you from passing a voluntary one and obtaining an ISO 9001 certificate.

AT Russian Federation the most common are the following voluntary certificates: GOST R, TR (Technical Regulations), Fire Safety, Phytosanitary, Certificate of origin, ISO 9001.

What is it and when should I get a certificate

A company can conduct voluntary certification at any time when it feels the need and strength to implement its plans. But nevertheless, GOST ISO 9001 recommends certification not when the management decides to do this and lowers the directive “from top to bottom”, but when the whole company feels the importance and necessity. Practice shows that if the initiative comes from employees, then the certification process is easier, better and more efficient.

So let's answer main question: "ISO 9001 - what is it?" This is international requirements to quality management. It should be noted that these are not requirements for a particular product or service, they are not a guarantee of their quality, these are requirements for a management system, but the result, of course, affects final product. This made the standard universal, suitable for both huge corporations and tiny firms.

What does an ISO certificate give?

There are plenty of companies on the market today that provide similar services or products. The ISO 9001 certificate gives:

If your company comes to the conclusion that it is time to receive a kind of maturity certificate, but not all management welcomes the change, it is worth introducing them to ISO 9001. What it is, what it provides, and how to get certified. It is important to remember that ISO is not only a piece of paper for bidding and image, it is primarily an effective management tool. If you use it at full capacity, and not formally, the results will not be long in coming. There are organizations that “live” according to the ISO standard, but are in no hurry to get certified.

The most important thing in the ISO 9001 standard

Principles, plans, evaluation, audits ISO 9001 - what is it and how to work with them, managers find out. Often they come to the aid of consultants from certification organizations.

The main thing to remember and always be guided by in a company that implements the ISO 9001 quality system is the management principle "Plan, Execute, Check, Act". Any actions from the field of certification should be coordinated and “driven” through this sequence.

Many managers will chuckle, because this principle has long been known. The ISO standard does not claim to be superior, it only obliges us to observe this simple truth at all times and in everything.

ISO 9001 principles

The ISO 9001 standard consists of eight core principles:

Certification procedure

The path to obtaining a certificate consists of 10 conditional steps:

2. Draw conclusions and make decisions to eliminate nonconformities (do not forget the role of management and the involvement of personnel).

5. If the test results are positive, submit an application to the certification body.

6. Conclude an agreement with a company accredited in the direction of GOST ISO 9001.

7. Provide an external auditor Required documents, provide access to the requested objects, processes, employees (he coordinates his requirements with you in advance in the audit program).

10. Obtain an ISO 9001 certificate. The quality of your company's work is now officially recognized (frame the certificate, post it on the website, congratulate colleagues, employees and inform customers and partners).

Remember that the certificate is given for 3 years, and you need to pass surveillance audits every year. And, of course, to comply with everything that is planned for the company, and fulfill all the obligations assumed with the entry into the community of certified organizations.

Disadvantages of ISO

Practice shows that, despite its popularity, the ISO certificate has its drawbacks. And although these shortcomings are easily explained, they should be known:

Lots of paperwork. Reports, protocols, questionnaires, and so on, but on the other hand, without them, control and an objective decision cannot be achieved.

Too much general concepts, this makes the system universal, but at the same time deprives the specifics of those who need it.

Difficult to implement, weak, unprepared companies reduce certification to a formal event (in this case, the certificate costs them three times more than it would cost in real use).

Cost (expenses for certification, "re-engineering" of an established system, services of an external consultant and full-time specialist for quality) is another reason to strive for the actual use of a quality system.

The ISO 9001 quality management system is one of the items in the ISO 9000 series. The latter is an international system that regulates quality management in an enterprise. It consists of many parts, each of which has its own task. For example, ISO 9000 itself can be described as a collection of management definitions. And ISO 9001 contains advice for practical application.

What is ISO 9001 Quality Management System for?

Any fact must be confirmed officially, and in our time it is customary to have a “piece of paper” for everything. So, enterprises that have passed a special test receive a certificate of compliance with ISO 9001.

What is it for? In truth, this document will give little to IP Vasechkin, who sells clothes on the market. This certificate is only required if your customers or suppliers are interested in it. In some business areas, ISO certification is mandatory. This applies to the economic and public spheres.

! An interesting fact is that for a large number of consumers, the inscription on the package "compliance with ISO 9001" increases the level of confidence in the company. Many believe that this certificate is a guarantee of the quality of the product. Although this is not true - the standard only guarantees the presence of work on quality in the enterprise, and nothing more.

Many firms today use ISO certification as a means of competition. For some, this allows best conditions cooperation with partners, others use it as a PR tool.

What does ISO 9001 say?

ISO 9001 2008 ( latest version) is optional. But still, in order to obtain a document confirming compliance with these regulations, the company will need to work hard.

For example, the basic principle of management and the ISO standard is the simple truth: Plan, Implement, Control, Analyze (PDCA). This means that all actions of your enterprise must be clearly planned and implemented. Implementation should take place under strict control, as a result of which an analysis of the work done is carried out. If something did not work out or more perfect ideas appeared in the control process, then it is necessary to make changes to the plan and again the same circle: implementation, control, analysis.

Everything would be fine, but how will the commission know that you have a similar scheme? Of course, again papers. Therefore, every step and every point of this golden rule should be displayed in graphs, tables and other internal documents of your company.

In addition, in the ISO 9001 quality management system there is a provision that the company must have packages of documents that reflect the policy, goals and management of achieving product quality.

Also, the company must have a quality control department and, of course, the heads of this department. Of course, to work on the quality of a product, one cannot do without working with consumer opinion. Therefore, there must be continuous Feedback: consumer surveys, analysis of behavioral factors, collection of information.

By the way, one paper about each process will not be enough. All this should be carried out at the enterprise constantly and continuously.

Conclusion

We hope that we were able to clarify the situation. It is up to you to decide whether to receive an ISO certificate of conformity or not. But as practice shows, any preparation for certification has a beneficial effect on working environment companies. At these moments, the maximum amount of attention is paid to each process, which allows you to see what was missed earlier and improve the productivity of the company.

In modern market relations from the manufacturer of products (enterprise) and the supplier is required not only to comply with certain norms of the standard, which are established for goods, works, services, but also to guarantee the stability of its management system. The enterprise must be reliable in its contractual obligations to consumers. Increasing competitiveness, rapid growth in labor productivity, ensuring High Quality goods and services - today these issues have become the most relevant.

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The international standard for quality management systems ISO 9001:1994 was replaced by ISO 9001:2000, which replaced ISO 9001:2008 and finally ISO 9001:2015. ISO is an abbreviation that stands for International Organization for Standardization, that is, the International Organization for Standardization ISO. Its purpose is to support the development of standards and certification systems that aim at the development of management systems.

Management system iso quality 9001 , created individually for each organization, reflects its characteristics and should help reduce management costs. This system management is focused on increasing the satisfaction of customers, consumers, and it also allows you to take into account the requirements and expectations of other stakeholders of the organization in a balanced way. In addition, the 2015 version of ISO 9001 introduced requirements for managing risks in business processes, which can lead to both negative consequences and the realization of opportunities.

With the full implementation of a quality management system based on ISO 9001, the competitiveness of a business increases, and the enterprise becomes more attractive to investors.

Development and implementation ISO 9001 quality management systems- a process that takes a long period of time, which depends on such important factors as: the attentiveness and readiness of the company's leaders, the full involvement of the staff, the leadership of the top management.

In order to speed up and simplify the process of developing a quality management system, professional consultants are often involved, since without appropriate knowledge in this area it can be very difficult to understand the practical interpretation of the requirements of the standard.

The duties of consultants include training the employees of the organization to correctly interpret the requirements of the standards, taking into account the activities of their organization, as well as manage the process of developing a management system and actually develop and implement it together with the employees of the enterprise and transfer their knowledge to those who can manage all the elements of this system themselves. That is why consultations help to make sure that ISO 9001 quality management system is workable and efficient, that is, it can be maintained and improved, and it also meets all the requirements of the standards. Qualified specialists often exchange experience with auditors, take part in various forums and seminars, while accumulating more and more knowledge and experience in order to later transfer them to the employees of the enterprise when developing the system.

Quality Management System (QMS)- part of the management system focused on quality (clause 3.5.4 of ISO 9000:2015), created to develop policies and objectives, as well as processes to achieve these objectives.

The external environment of business organizations is constantly changing, therefore, to ensure the quality of their services, companies must regularly analyze customer requirements, identify processes that contribute to the creation of products that meet customer needs, and also maintain these processes in a manageable state.

With regard to the activities of 1C partners, QMS is a system of methods and technologies that ensures the quality management of implementations and further support of 1C: Enterprise in accordance with the requirements of the international standard ISO 9001: 2015.

It is not only about maintaining the quality of each service or product at the level of compliance with consumer requirements, but also about the mechanism for preventing a possible loss of the established quality level, as well as its continuous improvement.

ISO (International Organization for Standardization) - International Organization for Standardization, a worldwide federation of national standards organizations (ISO member committees). The goal of ISO is the development of the principles of standardization and the design of standards based on them that promote integration processes in various fields and activities.

The standards developed by ISO are grouped into families (series). ISO 9000 is a series of quality management standards designed to help organizations of all types and sizes develop, implement and maintain effective QMS.

A core set of international standards related to quality management was adopted by ISO in March 1987 and has since been updated periodically.

The ISO 9000 series currently consists of the following standards.

• ISO 9000:2015 “Quality management system. Fundamentals and Glossary" - is an introduction to the QMS, as well as a glossary of terms and definitions.
• ISO 9001:2015 “Quality management system. Requirements” - establishes requirements for quality management systems and defines a process-based QMS model.
• ISO 9004:2009 “Managing for the sustainable success of an organization. Approach based on quality management”.
• ISO 19011:2011 "Guidelines for auditing management systems".

All of these documents are referred to as standards, although some of them are guidelines or guidelines and only ISO 9001 establishes the requirements for quality management systems and is the only standard against which external certification can be carried out.

ISO 9001 can be used by any organization, large or small, regardless of the industry. However, it is a mistake to believe that this international standard has the task of unifying the management systems of all enterprises. The creation, construction and implementation of any system is always influenced by goals, external factors, products, experience, processes of a particular enterprise. Although 9001 defines what requirements should be implemented in a quality management system, they do not define how an enterprise should fulfill them.

ISO 9001 is based on a set of quality management principles:

Orientation to the consumer (customer). The main focus of quality management is on meeting customer requirements and striving to exceed their expectations. Therefore, the organization should in every possible way focus its attention on the study of the needs and expectations of the consumer for the subsequent implementation of the information obtained in the products. Understanding the current and future needs of customers and other stakeholders contributes to the sustainable success of an organization.

Leadership. Leaders at all levels establish unity of purpose and direction and create conditions in which people are involved in achieving the organization's quality objectives. Achieving unity of purpose, direction, and engagement allows an organization to coordinate its strategies, policies, processes, and resources to achieve goals.

Staff involvement. Realization of the goals set for the enterprise is possible only in the case of adequate behavior of employees at all levels of the organization. It is important for an organization that all personnel are competent, empowered and involved in value creation. Competent, empowered and engaged people enhance an organization's ability to create value.

Process approach. Relevant and predictable results are more effective and efficient when activities are presented and managed as interrelated processes that function as a holistic system. The quality management system consists of interrelated processes. Understanding how this system generates results, including all of its processes, resources, controls and interactions, allows an organization to optimize its performance.

Improvement. Successful Organizations pay constant attention to improvement. Improvement is important to the organization in terms of maintaining the current level of performance, responding to changes in internal and external conditions and creating new opportunities

Evidence-based decision making. The process of continuous improvement should be based on data obtained in the course of objective measurements of the actual state of the quality system and product quality. It is important to understand cause and effect relationships and potential consequences. Facts, evidence and data analysis lead to greater objectivity and confidence in decisions made. Decisions based on the analysis and evaluation of data and information are more likely to lead to the desired results.

Relationship management. To achieve sustained success, organizations manage their relationships with stakeholders such as suppliers. Since product quality is largely determined by the quality of raw materials, materials and information, achieving quality growth must also be based on establishing mutually beneficial partnerships with suppliers. Achieving sustainable success is more likely when an organization manages relationships with all of its stakeholders to optimize their impact on its operations.

The requirements of ISO 9001 standards have been implemented in more than one million companies in more than 170 countries around the world. The use of ISO 9001 standards ensures that consumers consistently receive good quality products and services, i.e. according to their requirements and expectations.

A successfully implemented quality management system is confirmed by its certification for compliance with the international standard ISO 9001. The presence of a certificate in a company indicates that the company is well organized, responsibilities and procedures are clearly distributed in it, the work technology is followed, there are operational instructions documented and known to all staff , the procedure for monitoring work performed and, of course, professional and well-trained staff. In other words, an ISO 9001 certificate indicates that a company's quality system is able to ensure and improve the quality of its products and services.

Certification- provision by an independent body of written confirmation (certificate of conformity) that the product, service or system meets the specified requirements.

Firm "1C" provides voluntary certification of franchising companies according to ISO 9001:2015 and GOST R ISO 9001-2015.

Certification 1C: Franchisee is carried out by certification bodies accredited by ISO. Accreditation- official recognition by an independent body (accreditation body) that the certification organization has the right to carry out certification activities. Accreditation is optional but adds another layer of trust.

The most authoritative and largest international certification organizations - Det Norske Veritas (DNV GL) and Bureau Veritas Certification - have been approved by 1C as QMS certification bodies.

Building a quality management system is a rather laborious process. Obviously, not all franchisee firms can approach certification at the same time, due to objective circumstances, such as the structure of the firm, regional characteristics, and staff training. But to build a quality management system or put into operation its individual essential elements, 1C encourages all 1C: Franchisee partners seeking to make their company competitive in the information services market.

The ISO 9000 series of standards, which describe a quality management system model, are designed to help organizations consistently provide customers and other interested parties with products or services that can meet their requirements and expectations. This series of standards was created by a committee of the International Organization for Standardization - ISO; based on these standards national organizations for standardization, national analogues can be developed, in particular, in Russia these are GOST R ISO 9000 series standards.

The ISO 9000 standard defines the basic provisions and principles of quality management, creating the basis for the development and maintenance of a quality management system, specific requirements to which are formulated in the ISO 9001 standard.

Organizations seeking recognition for their quality management system may use this standard to independent evaluation, they can also be used to demonstrate the implementation contract requirements.

Organizations can receive an independent external assessment from a third party - a certification body, after passing the appropriate audit. More than a million organizations around the world have certified quality management systems, confirming the effectiveness of the ISO 9001 standard as one of the most common tools for building a management system.

The IS0 9000 series includes:

ISO 9000 Standard - Fundamentals and Vocabulary. The standard is intended to establish a common understanding of the terms and concepts used in the ISO 9000 series of standards.

ISO 9001 - Requirements. The standard defines the requirements that organizations' quality management systems must meet. Being general and universal, the ISO 9001 standard can be applied to any business, suitable for all organizations, regardless of the field of activity, size, form of ownership, geographical location.

ISO 9004 - Recommendations for performance improvement. The standard contains recommendations based on eight quality management principles that have been developed for managers to improve the performance of the organization and meet the requirements of all interested parties.

ISO standards are structured to be easily integrated into an organization's existing management system to meet and exceed customer requirements and expectations. Due to the fact that the latest version of the standard, which entered into force in 2015, was developed taking into account the so-called high-level structure that underlies all the most commonly used standards that define requirements for various systems management of organizations, ISO 9001 has become much more easily compatible with, for example, standards such as ISO 14001 (requirements for environmental management systems), ISO 45001 (requirements for occupational health and safety management systems), ISO 39001 (requirements for safety management systems traffic), ISO 27001 (requirements for management systems information security), ISO 20000 (requirements for an IT service management system) and others

Benefits of Implementation and Certification

• increasing customer satisfaction by fulfilling their requirements;
• improving the efficiency of the organization's internal processes;
• continuous improvement of the organization's processes by identifying and eliminating losses in the implementation of activities;
• improvement internal communications, planning and distribution mechanism material resources;
• increasing staff motivation through transparency and clarity of work performed functional duties;
• enrichment of personnel knowledge in the field of quality;
• reducing costs by increasing productivity, improving the quality of manufactured products, services rendered and reducing the level of defectiveness;
• continuous improvement of the organization's performance through the use of modern instruments quality management;
• increasing the competitiveness of the organization in the Russian and world markets