ned 2015) onda ara IS/SO 9004 : 2015 Indian Standard Quality Management Systems — Requirements (Fourth Revision ) 1€$03.120.10 © BIS 2015 anda uae =pt BUREAU OF INDIAN STANDARDS WAR We, 9 aegeME HL ari, aE feret-110002 MANAK BHAVAN, 9 BAHADUR SHAH ZAFAR MARG. NEW DELHI-110002 wwwi.bis.og.in ww standardsbis.in September 2015 Price Group 11Contents National Foreword Introduction eee 1 Scope 2 Normative references 3. Termsand definitions 4 Context of the organization 2 4.1 Understanding the organization and its context 4.2 Understanding the needs and expectations of interested parties. 43 Determining the scope of the quality management system... 44 Quality management system and its processes 5 Leadership See eeeeea 5.1 Leadership and commitment. es 5.11 General ore 5.12 Customer focus 52 Policy 521 Establishing the quality policy 522 Communicating the quality policy : 53 Organizational roles, responsibilities and authorities... 6 Planning 6.1 Actions to address risks and opportunities. ee 62 Quality objectives and planning to achieve them... 63 Planning of changes 7 support - Resources 711 General cial 7.12 People ea 713 Infrastructure 7.14 — Environment for the operation of processes. 7.15 Monitoring and measuring resources 7.1.6 _ Organizational knowledge 72 Competence 73 Awareness : 74 Communication anni 7S Documented information. ma 75. General 752 Creating and updating 753. Controlof documented information 8 Operation 8.1 Operational planning and control 82 Requirements for products and services = 8.2.1 Customer communication 822 _ Determining the requirements for products and services 823 _ Review ofthe requirements for products and services 8.24 Changes to requirements for products and services, 83 Design and development of products and serviCe8 ammo 83.1 General 832 _ Design and development planning 833 _ Design and development inputs. 834 Design and development controls mn 835 — Design and development outputs. 83.6 Design and development changes... Is/IsO 9001 : 2015,IS/1SO 9004 : 2015 8.4 Control of externally provided processes, products and services. 13 841 General 13 842 Type and extent of control 1B 84.3 Information for external providers sag 85 Production and service provision 14 Control of production and service provision. Sa eeaeeeae Identification and traceability 14 Property belonging to customers or external providers, is Preservation 15 Post-delivery activities 15 Control of changes. 15, 86 Release of products and services. 15 8.7 Control of nonconforming outputs. oe: 9 Performance evaluation. 16 9.1 Monitoring, measurement, analysis and evaluation 16 91.1 General...... aaAg 9.12 Customer satisfaction. a7 9.13 Analysis and evaluation 17 9.2 Internal audit 17 93 Management review... - 18 ac meet 93.2 Management review inputs. “18 9.3.3 Management review outputs 18 10 Improvement : 19 10.1 GeMer al enn asa 19 10.2 Nonconformity and corrective action = 19 10.3 Continual improvement... mT) Annex A (informative) Clarification of new structure, terminology and concepts. 21 ‘Annex B (informative) Other International Standards on quality management and quality ‘management systems developed by IS0/TC 176 25 Bibliography . 28