ISO 9001 : 2008 Hand book page No. 197.

Establish the Goals

By goals we mean the direction in which the organization is going and how it is planning to get there. This is expressed in a number of ways. 1. #. &. *. Ask what is the organization trying to do and in response present the ission statement (see Ensuring policy is appropriate in hapter 1!". Ask who are the organization$s beneficiaries and in response present a list of Stakeholde!s (see %dentifying the stakeholders in hapter &". Ask what the stakeholder$s needs and expectations are relati'e to the mission and in response present the "#siness O#t$o%es identified in the (takeholder Analysis (see )etermining processes below". Ask what will the stakeholders look for to assess if their needs and expectations ha'e been met and in response present the Stakeholde! s#$$ess %eas#!es o! &'Is as part of the stakeholder analysis (see )etermining processes and also Expressing +uality ob,ecti'es in hapter 1-". Ask what outputs will deli'er successful outcomes and in response present the "#siness O#tp#ts (see )etermining processes below". Ask what limits our ability now or in the future to deli'er these outputs and in response present the St!ategi$ iss#es (see under .uality ob,ecti'es in hapter 1-". Ask in what area are we going to concentrate our resources0 which segment of the market0 with what products0 what ser'ices and with what 'alues are we going to be the leader and in response identify the st!ateg( (see (trategic planning in hapter 1-". Ask what should the organization look like as it successfully implements its strategies and fulfils its mission and in response establish its )ision* (see also Establishing +uality policy in hapter 1!".

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1.

odel the '!o$esses

2. 13. 11. 1#. 1&. Ask what factors affect our ability to deli'er the business outputs and in response present the critical acti'ities and results0 i.e.0 the +!iti$al S#$$ess ,a$to!s (see )etermining processes and also hapter &/". Ask which processes deal with these factors and in response present the enabling p!o$esses (see )etermining processes". To identify the generic business processes ask 4what contribution do this enabling process makes to the business$ and in response present the "#siness '!o$esses and their associated sub5processes (see )etermining processes". Ask what measures will re'eal whether the business process ob,ecti'es ha'e been met and in response present the 'ision0 translated into p!o$ess %eas#!es. Ask what pro'isions ha'e been built into the process design to pre'ent these processes failing to deli'er the re+uired outputs and in response present the p!e-enti-e a$tion plans (see )etermining processes".

eas#!e and .nal(/e 'e!0o!%an$e

1*. 1!. 1-. 1/. 11. 12. #3. Ask to what extent do the organization$s products and ser'ices satisfy the needs and expectations of customers and in response present the results of $#sto%e! satis0a$tion s#!-e(s (see hapter #2". Ask what results these processes are deli'ering and in response present an anal(sis o0 pe!0o!%an$e showing actual performance against the 67%s (see hapters #2 and &*". Ask what methods of measuring customer satisfaction and process capability are used and how often measurements are taken and in response present the %eas#!e%ent %ethods (see 8easuring and monitoring in hapter &1". Ask how the integrity of these measurements is assured and in response present $alib!ation and1o! -e!i0i$ation !e$o!ds (see ontrol of measurement and monitoring e+uipment in hapter &#". Ask what checks are carried out to 'erify that processes are operating as planned and in response present the results o0 p!o$ess a#dits (see %nternal audit in hapter &3". Ask what analysis is performed to determine whether the ob,ecti'es are being achie'ed in the most effecti'e way and in response present the results of p!o$ess st#dies (see Analysis of data in hapter &*". Ask what analysis is performed to determine whether the ob,ecti'es being achie'ed remain rele'ant to stakeholder needs and in response present the results of a recent Stakeholde! anal(sis (see .uality ob,ecti'es in hapter 1- and ustomer satisfaction in hapter #2".

2e-ie3 and I%p!o-e +apabilit(

#1. ##. #&. Ask what changes ha'e been made as a result of re'iewing the data analysis to bring about impro'ement by better control and in response present the result of $o!!e$ti-e and p!e-enti-e a$tions (see hapters &- and &/0 respecti'ely". Ask what changes ha'e been made as a result of re'iewing the data analysis to impro'e process efficiency and in response present the results of $ontin#al i%p!o-e%ent (see hapter &!". Ask what changes ha'e been made as a result of re'iewing the data analysis to impro'e system effecti'eness and in response present the results of %anage%ent !e-ie3s (see hapter 11". Answers to these #& +uestions will demonstrate the extent to which you ha'e established an effecti'e +uality management system.