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This is a free 11 page sample. Access the full version online.AS/NZS ISO 9004:2000Quality management systems—Guidelines for performance improvements
AS/NZS ISO 9004:2000This Joint Australian/New Zealand Standard was prepared by Joint TechnicalCommittee QR-008, Quality Management Systems. It was approved on behalf of theCouncil of Standards Australia on 30 November 2000 and on behalf of the Councilof Standards New Zealand on 21 November 2000. It was published on15 December 2000.The following interests are represented on Committee QR-008:Australian Association of Certification BodiesAustralian Chamber of Commerce and IndustryAustralian Electrical and Electronic Manufacturers AssociationAustralian Industry GroupAustralian Information Industry AssociationAustralian Institute of PetroleumAustralian Organization for QualityBureau of Steel Manufacturers of AustraliaCommonwealth Department of Transport and Regional ServicesDepartment of Agriculture, Fisheries and Forestry (Commonwealth)Department of Defence (Australia)Department of Industry, Science and Resources (Commonwealth)Federal Chamber of Automotive IndustriesInstitute of Materials Engineering AustralasiaInstitution of Engineers AustraliaThe IREE SocietyMain Roads Department, QueenslandMaster Builders AustraliaQuality Society of AustralasiaThe Royal Australian Chemical InstituteSydney Water CorporationTelarc New ZealandAdditional interests participating in the preparation of this Standard:This is a free 11 page sample. Access the full version online.Association of Consulting Engineers of New ZealandKeeping Standards up-to-dateStandards are living documents which reflect progress in science, technology andsystems. To maintain their currency, all Standards are periodically reviewed, andnew editions are published. Between editions, amendments may be issued.Standards may also be withdrawn. It is important that readers assure themselvesthey are using a current Standard, which should include any amendments whichmay have been published since the Standard was purchased.Detailed information about joint Australian/New Zealand Standards can be found byvisiting the Standards Australia web site at www.standards.com.au or StandardsNew Zealand web site at www.standards.co.nz and looking up the relevant Standardin the on-line catalogue.Alternatively, both organizations publish an annual printed Catalogue with fulldetails of all current Standards. For more frequent listings or notification ofrevisions, amendments and withdrawals, Standards Australia and Standards NewZealand offer a number of update options. For information about these services,users should contact their respective national Standards organization.We also welcome suggestions for improvement in our Standards, and especiallyencourage readers to notify us immediately of any apparent inaccuracies orambiguities. Please address your comments to the Chief Executive of eitherStandards Australia International or Standards New Zealand at the address shownon the back cover.
AS/NZS ISO 9004:2000Australian/New Zealand Standard Quality management systems—Guidelines for performanceimprovementsThis is a free 11 page sample. Access the full version online.Originated in Australia as AS 3904—1987/ISO 9004:1987.Originated in New Zealand as NZS 5600.2:1987.Previous edition AS/NZS ISO 9004(Int):2000.Jointly revised and designated AS/NZS ISO 9004:2000.COPYRIGHT Standards Australia/Standards New ZealandAll rights are reserved. No part of this work may be reproduced or copied in any form or by anymeans, electronic or mechanical, including photocopying, without the written permission of thepublisher.Jointly published by Standards Australia International Ltd, GPO Box 5420, Sydney, NSW 2001and Standards New Zealand, Private Bag 2439, Wellington 6020ISBN 0 7337 3706 4
AS/NZS ISO 9004:2000iiPREFACEThis Standard was prepared by the Joint Standards Australia/Standards New ZealandCommittee QR-008, Quality Management Systems.This Standard is identical with and has been reproduced from ISO 9004:2000, Qualitymanagement systems—Guidelines for performance improvements, published by theInternational Organization for Standardization (ISO), which was prepared by ISO TechnicalCommittee TC 176, Quality Management and Quality Assurance, Subcommittee SC 2,Quality systems.This edition of AS/NZS ISO 9004:2000 cancels and replaces AS/NZS ISO 9004(Int):2000and AS/NZS ISO 9004.1:1994, and constitutes a technical revision of these documents. Thetitle has been modified to reflect the comprehensiveness of the quality management system.Committee QR-008 provided input to the ISO Committee, ISO/TC 176, during thepreparation of this revision.For the purposes of this Standard, the ISO text should be modified as follows:(a)Terminology—The words ‘this Joint Australian/New Zealand Standard should replacethe words ‘this International Standard’ wherever they appear.(b)Certain Standards referenced in the International Standard have been adopted as JointAustralian/New Zealand Standards, as identified by the Joint AS/NZS ISO numbering.This is a free 11 page sample. Access the full version online.The term ‘informative’, has been used in this Standard to define the application of theAnnex to which it applies. An informative Annex is for information and guidance only.
iiiAS/NZS ISO 9004:2000Contents1Scope .12Normative reference .13Terms and definitions .14Quality management system .24.1 Managing systems and processes .24.2 Documentation .34.3Use of quality management principles .4Management responsibility .55.1 General guidance .55.2 Needs and expectations of interested parties .75.3 Quality policy .95.4 Planning .105.5 Responsibility, authority and communication .115.6 Management review .126Resource management .146.1 General guidance .146.2 People .156.3 Infrastructure .176.4 Work environment .186.5 Information .186.6 Suppliers and partnerships .196.7 Natural resources .196.8 Financial resources .197Product realization .207.1 General guidance .207.2 Processes related to interested parties .237.3 Design and development .247.4 Purchasing .297.5 Production and service operations .317.6 Control of measuring and monitoring devices .338Measurement, analysis and improvement .348.1 General guidance .348.2 Measurement and monitoring .358.3 Control of nonconformity .408.4 Analysis of data .418.5 Improvement .425This is a free 11 page sample. Access the full version online.Page
AS/NZS ISO 9004:2000ivThis is a free 11 page sample. Access the full version online.AnnexesA Guidelines for self-assessment .46BProcess for continual improvement .53Bibliography.55
vAS/NZS ISO 9004:2000ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISOmember bodies). The work of preparing International Standards is normally carried out through ISO technicalcommittees. Each member body interested in a subject for which a technical committee has been established hasthe right to be represented on that committee. International organizations, governmental and non-governmental, inliaison with ISO, also take part in the work. ISO collaborates closely with the International ElectrotechnicalCommission (IEC) on all matters of electrotechnical standardization.International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 3.Draft International Standards adopted by the technical committees are circulated to the member bodies for voting.Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vote.Attention is drawn to the possibility that some of the elements of this International Standard may be the subject ofpatent rights. ISO shall not be held responsible for identifying any or all such patent rights.International Standard ISO 9004 was prepared by Technical Committee ISO/TC 176, Quality management andquality assurance, Subcommittee SC 2, Quality systems.This second edition of ISO 9004 cancels and replaces ISO 9004-1:1994, which has been technically revised. Thetitle has been modified to reflect the comprehensiveness of the quality management system. Many of the existingInternational Standards within the ISO 9000 family will be reviewed for withdrawal, or for re-issue as TechnicalReports, as many of their provisions are incorporated into this International Standard.In comparison to previous editions, ISO 9001 and ISO 9004 now form a consistent pair of standards on qualitymanagement. ISO 9001 aims to give quality assurance of product and to enhance customer satisfaction, whileISO 9004 uses a broader perspective of quality management to give guidance for performance improvement.This is a free 11 page sample. Access the full version online.Annexes A and B of this International Standard are for information only.
AS/NZS ISO 9004:2000viIntroduction0.1 GeneralThe adoption of a quality management system should be a strategic decision by the top management of
AS/NZS ISO 9004:2000 This Joint Australian/New Zealand Standard was prepared by Joint Technical Committee QR-008, Quality Management Systems. It was approved on behalf of the
