ISO 18091:2014
(Main)Quality management systems — Guidelines for the application of ISO 9001:2008 in local government
Quality management systems — Guidelines for the application of ISO 9001:2008 in local government
The objective of ISO 18091:2014 is to provide local governments with guidelines for achieving reliable results through the application of ISO 9001:2008 on an integral basis. These guidelines do not, however, add, change or modify the requirements of ISO 9001:2008. All the guidelines indicated in ISO 18091:2014 are generic and applicable to all local governments, regardless of their type, size and product/service provided. The user can apply the guidance contained in ISO 18091:2014 as a whole or, in part, as necessary, to their maximum benefit.
Systèmes de management de la qualité — Lignes directrices pour l'application de l'ISO 9001:2008 à la collectivité locale
Sistemi vodenja kakovosti - Smernice za uporabo standarda ISO 9001:2008 v lokalni oblasti
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Buy Standard
Standards Content (Sample)
SLOVENSKI STANDARD
SIST ISO 18091:2014
01-april-2014
1DGRPHãþD
SIST-TS IWA 4:2011
Sistemi vodenja kakovosti - Smernice za uporabo standarda ISO 9001:2008 v
lokalni oblasti
Quality management systems - Guidelines for the application of ISO 9001:2008 in local
government
Systèmes de management de la qualité - Lignes directrices pour l'application de l'ISO
9001:2008 à la collectivité locale
Ta slovenski standard je istoveten z: ISO 18091:2014
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
03.160 Pravo. Uprava Law. Administration
SIST ISO 18091:2014 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST ISO 18091:2014
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SIST ISO 18091:2014
INTERNATIONAL ISO
STANDARD 18091
First edition
2014-02-15
Quality management systems —
Guidelines for the application of ISO
9001:2008 in local government
Systèmes de management de la qualité — Lignes directrices pour
l’application de l’ISO 9001:2008 à la collectivité locale
Reference number
ISO 18091:2014(E)
©
ISO 2014
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SIST ISO 18091:2014
ISO 18091:2014(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2014
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
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Published in Switzerland
ii © ISO 2014 – All rights reserved
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SIST ISO 18091:2014
ISO 18091:2014(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
1.1 General . 1
1.2 Application . 2
2 Normative references . 2
3 Terms and definitions . 2
4 Quality management system . 7
4.1 General requirements . 7
4.2 Documentation requirements. 8
5 Management responsibility .11
5.1 Management commitment .11
5.2 Customer/citizen focus .12
5.3 Quality policy .12
5.4 Planning .13
5.5 Responsibility, authority and communication .14
5.6 Management review .15
6 Resource management .17
6.1 Provision of resources .17
6.2 Human resources .18
6.3 Infrastructure .20
6.4 Work environment .20
7 Product/service realization .21
7.1 Planning of product/service realization .21
7.2 Customer/citizen-related processes .22
7.3 Design and development .24
7.4 Purchasing .29
7.5 Production and service provision .31
7.6 Control of monitoring and measuring equipment .35
8 Measurement, analysis and improvement .36
8.1 General .36
8.2 Monitoring and measurement .36
8.3 Control of nonconforming product/service .39
8.4 Analysis of data .40
8.5 Improvement .41
Annex A (informative) Processes for the integral quality management of local government .44
Annex B (informative) Integral diagnostic, check-up, evaluation and follow-up system for
development of reliable local governments .46
Bibliography .56
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SIST ISO 18091:2014
ISO 18091:2014(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers
to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is Technical Committee ISO/TC 176, Quality management
and quality assurance.
This first edition of ISO 18901 cancels and replaces IWA 4:2009, which has been technically revised.
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Introduction
0.1 General
One of the great challenges that societies are facing today is the need to develop and maintain citizens’
confidence in their governments and their institutions. In this respect, local governments have a
mission to make possible the development of sustainable local communities. Management of quality
in local governments can result in sustainable economic prosperity and social development at local
level, including deployment of, and interaction with, national and regional policies in a coherent and
compatible way.
Citizens expect to have a community providing all public products/services with quality, such as
safety and security, roads in good conditions, availability of public transportation, ease and speed in
processing of documents, transparency and public information, availability of health and education
systems, infrastructure; they expect all their needs to be satisfied.
Citizens expect to feel the local government represents them and that their community is well protected.
It is possible to build stronger regional, national and even global government working from the local
level, based on managing the quality of the public products/services and increasing the confidence of
the citizens in their government at local, regional and national level.
Achieving a high quality of local government enables the whole system of government to become
stronger. Coherence of such approaches can help to create reliable and sustainable governments at local,
regional and national level.
This International Standard has been prepared to provide guidelines to local governments throughout the
world for understanding and implementing a quality management system that meets the requirements
of ISO 9001:2008, in order to meet the needs and expectations of its citizens.
Annex A provides information about typical local government processes. Annex B gives a description
of a diagnostic model that can be used as a starting point for the implementation of an integral quality
management system aimed at achieving reliable local government.
The relative stages in the implementation of a quality management system and the role of this
International Standard can be seen schematically in Figure 1.
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Excellence models
ISO 9004:2009
ISO 9001:2008
Reliability line
Figure 1 — Schematic diagram to show the positioning of this International Standard
vi © ISO 2014 – All rights reserved
ISO 18091:2013
Efficient
Excellent
Not reliable
Reliable
Quality levels in Local Governments
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ISO 18091:2014(E)
In this International Standard, the text reproduced from ISO 9001:2008 is placed in boxes, in order to
distinguish it from the specific guidance for local government given for each clause.
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.1 General
The adoption of a quality management system should be a strategic decision of an organization. The design and
implementation of an organization’s quality management system is influenced by
a) its organizational environment, changes in that environment, and the risks associated with that environ-
ment,
b) its varying needs,
c) its particular objectives,
d) the products it provides,
e) the processes it employs,
f) its size and organizational structure.
It is not the intent of this International Standard to imply uniformity in the structure of quality management
systems or uniformity of documentation.
The quality management system requirements specified in this International Standard are complementary
to requirements for products. Information marked “NOTE” is for guidance in understanding or clarifying the
associated requirement.
This International Standard can be used by internal and external parties, including certification bodies, to
assess the organization’s ability to meet customer, statutory and regulatory requirements applicable to the
product, and the organization’s own requirements.
The quality management principles stated in ISO 9000 and ISO 9004 have been taken into consideration during
the development of this International Standard.
The guidelines in this International Standard are intended to help local government organizations
relate the concepts of quality management, as described in ISO 9000, ISO 9001, ISO 9004 and associated
standards, with the practice and terminology commonly deployed in the context of local government.
NOTE 1 The use of the terms and definitions presented in these guidelines can vary according to the culture,
practices and customs of each location and region in which the local government is located. See also the guidance
on terminology found in Reference [18].
It is expected that a development plan or work programme in the short or medium term is received,
understood and applied by the employees, officers and representatives of local government. However,
the plan or programme itself does not ensure that the needs and expectations of the local community
will be covered, if the processes needed for the effective implementation of such plans or programmes
are deficient or non-existent. The need to avoid these deficiencies has motivated the elaboration of
this International Standard to help local governments in the implementation of an effective quality
management system.
This International Standard does not assume that local governments will seek certification of their
quality management system, although they might choose to seek certification to ISO 9001:2008 if
they wish. Internal quality audits can provide the verification of compliance with the requirements,
in conjunction with the control of complaints or claims from customers, users, citizens and the local
community in general.
Any quality management system will be influenced by the different policies, objectives, diverse work
methods, resource availability and administrative practices that are specific for each local government.
Therefore, it can be expected that the details of each quality management system will vary in each local
government. It is not the detailed method of implementation of the quality management system that is
important; what matters is that the quality management system yields effective, consistent and reliable
results. It is important that the quality management system is as simple as possible in order to function
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SIST ISO 18091:2014
ISO 18091:2014(E)
properly, and it needs to be sufficiently understandable to meet the policies and quality objectives of
local government.
In order to achieve the objective of a reliable, responsive and transparent local government, it is not
necessary to seek certification to ISO 9001:2008, although this might be encouraged by regional or
national government initiatives. Nor is it intended that conformity to ISO 9001:2008 be regarded as a
final objective in itself: once a local government has achieved a level that allows it to provide consistent,
conforming products/services to the local community, it is important that it looks beyond conformance
to requirements, and that it considers using ISO 9004 and/or other excellence models to improve its
overall efficiency.
NOTE 2 For a better understanding of excellence models, see ISO 9004:2009, Annex A (Self-assessment tool),
and the models of quality prizes.
According to ISO 9000:2005, in order for an organization to be successful, it needs to be guided and
controlled in a systematic and transparent way. This is particularly true for local government, where
transparency and accountability to its customers/citizens are vital in order to gain their trust and
confidence. Sustained success will only result from the implementation of an integral quality management
system that addresses the needs and expectations of all interested parties.
It is therefore important that the quality management system of a reliable and successful local government
covers all activities and processes that can affect its ability to satisfy the needs and expectations of
its customers/citizens, the statutory and regulatory requirements applicable to the product, and the
local government’s own requirements, as well as those of other interested parties, such as regional or
national governments.
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SIST ISO 18091:2014
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0.2 Process approach
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.2 Process approach
This International Standard promotes the adoption of a process approach when developing, implementing and
improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting
customer requirements.
For an organization to function effectively, it has to determine and manage numerous linked activities. An
activity or set of activities using resources, and managed in order to enable the transformation of inputs into
outputs, can be considered as a process. Often the output from one process directly forms the input to the next.
The application of a system of processes within an organization, together with the identification and inter-
actions of these processes, and their management to produce the desired outcome, can be referred to as the
“process approach“.
An advantage of the process approach is the ongoing control that it provides over the linkage between the indi-
vidual processes within the system of processes, as well as over their combination and interaction.
When used within a quality management system, such an approach emphasizes the importance of
a) understanding and meeting requirements,
b) the need to consider processes in terms of added value,
c) obtaining results of process performance and effectiveness, and
d) continual improvement of processes based on objective measurement.
The model of a process-based quality management system shown in Figure 1 illustrates the process link-
ages presented in Clauses 4 to 8. This illustration shows that customers play a significant role in defining
requirements as inputs. Monitoring of customer satisfaction requires the evaluation of information relating to
customer perception as to whether the organization has met the customer requirements. The model shown in
Figure 1 covers all the requirements of this International Standard, but does not show processes at a detailed
level.
NOTE In addition, the methodology known as “Plan-Do-Check-Act” (PDCA) can be applied to all processes.
PDCA can be briefly described as follows.
Plan: establish the objectives and processes necessary to deliver results in accordance with customer
requirements and the organization’s policies.
Do: implement the processes.
Check: monitor and measure processes and product against policies, objectives and requirements for the
product and report the results.
Act: take actions to continually improve process performance.
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For local governments to be able to adopt a process approach, it is important to recognize the different
types of processes that are needed to provide reliable products/services to their customers/citizens,
as well as their management capacity to produce the desired outcome. These include processes for
management of an organization, operational processes and support processes (see Annex A). The
processes needed to provide the products/services of the local government are the core of the operational
processes.
Typical examples of local government processes are:
a) strategic management processes to determine the role of the local government in the socio-economic
environment;
b) provision of resources and the capacity to provide the product/service of local government;
c) processes needed to maintain the work environment;
d) preparation, revision and updating of development plans and work programmes;
e) monitoring and measurement of the product/service provision process;
f) transparent internal and external communication processes;
g) processes to address emergency preparedness and response to crises.
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For each process, the local government needs to identify the following.
— Who is the customer? (Who receives the output from the process?) This might be an internal
customer, within another area of the same local government, or an external customer such as a
citizen who is receiving a product/service.
— What are the main inputs to the process? (e.g. information, legal requirements, national and/or
regional government policies, materials, energy, human and financial resources)
— What are the desired outputs? (e.g. what are the characteristics of the product/service to be
provided?)
— What controls and indicators are needed to verify the process performance and/or results?
— What is the interaction with other local government processes? (outputs from one process typically
form inputs into other processes)
— What controls are necessary to have transparency?
NOTE Reference [16] provides further guidance on the process approach.
0.3 Relationship with ISO 9004
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.3 Relationship with ISO 9004
ISO 9001 and ISO 9004 are quality management system standards which have been designed to complement
each other, but can also be used independently.
ISO 9001 specifies requirements for a quality management system that can be used for internal application
by organizations, or for certification, or for contractual purposes. It focuses on the effectiveness of the quality
management system in meeting customer requirements.
At the time of publication of this International Standard, ISO 9004 is under revision. The revised edition of
ISO 9004 will provide guidance to management for achieving sustained success for any organization in a com-
plex, demanding, and ever changing, environment. ISO 9004 provides a wider focus on quality management
than ISO 9001; it addresses the needs and expectations of all interested parties and their satisfaction, by the
systematic and continual improvement of the organization’s performance. However, it is not intended for certi-
fication, regulatory or contractual use.
NOTE Since the publication of ISO 9001:2008, and at the time of publication of this International Standard,
the revision of ISO 9004 has been completed and ISO 9004:2009 has been published.
ISO 9004:2009 provides guidance on how to improve the quality management system by focusing on
achieving sustained success. In the context of local government, it is important to recognize that the
ability to provide consistent, conforming products/services can depend on the provision of resources
that are outside the direct control of local government.
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0.4 Compatibility with other management systems
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.4 Compatibility with other management systems
During the development of this International Standard, due consideration was given to the provisions of
ISO 14001:2004 to enhance the compatibility of the two standards for the benefit of the user community.
(.)
This International Standard does not include requirements specific to other management systems, such
as those particular to environmental management, occupational health and safety management, financial
management or risk management. However, this International Standard enables an organization to align or
integrate its own quality management system with related management system requirements. It is possible for
an organization to adapt its existing management system(s) in order to establish a quality management system
that complies with the requirements of this International Standard.
To ensure the quality of the products/services it provides, it might be necessary for a local government
to address in its quality management system some aspects related to other management systems, such
as environmental, occupational health and safety, financial, or risk management. However, if a local
government makes such additions to its quality management system, this does not in itself imply that
it has implemented an integrated management system. Depending on the situation, it can be necessary
for the local government to either coordinate, or integrate, its quality management system with other
such systems.
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SIST ISO 18091:2014
INTERNATIONAL STANDARD ISO 18091:2014(E)
Quality management systems — Guidelines for the
application of ISO 9001:2008 in local government
1 Scope
1.1 General
ISO 9001:2008, Quality management systems — Requirements
1 Scope
1.1 General
This International Standard specifies requirements for a quality management system where an organization
a) needs to demonstrate its ability to consistently provide product that meets customer and applicable statu-
tory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the system, including processes
for continual improvement of the system and the assurance of conformity to customer and applicable statutory
and regulatory requirements.
NOTE 1 In this International Standard, the term “product” only applies to
a) product intended for, or required by, a customer,
b) any intended output resulting from the product realization processes.
NOTE 2 Statutory and regulatory requirements can be express
...
19081وزـــيأ ةيلودلا ةيسايقلا ةفصاوملا
ةيمسرلا ةمجرتلا
Official translation
Traductionofficielle
ةيلحملا ةرادلإا يف 8009: 8001 وزيلاا قيبطتل ةيداشرإ لئلاد –ةدوجلا ةرادإ مظن
Quality management systems —Guidelines for the application of
ISO9001:2008 in local government(E)
Systèmes de management de la qualité — Lignes directrices pourl’application
de l’ISO 9001:2008 à la collectivité locale(F)
يف ءاضعأ تائيه01نع ةبانلإاب ةيمسر ةيبرع ةمجرتك ارسيوس ،فينج يف ISO ةيزكرملا ةناملأا يف تعبط
.) ii ةحفص يف ةمئاقلا رظنا ( ةمجرتلا ةقد تدمتعا يتلاISO
ىعجرملا مقرلا
ISO
18091/2014 (A)
ةيمسرلا ةمجرتلا
©ISO 2014
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)ع( 4102/09180 وزيأ
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ةفصاوملا تدمتعأ يتلا ةيبرعلا سييقتلا تاهج
ندرلأا
ةيندرلأا سيياقملاو تافصاوملا ةسسؤم
تاراملإا
سيياقملاو تافصاوملل تاراملإا ةئيه
رئازجلا
سييقتلل يرئازجلا دهعملا
ةيدوعسلا
سيياقملاو تافصاوملل ةيدوعسلا ةئيهلا
قارعلا
ةيعونلا ةرطيسلاو سييقتلل يزكرملا زاهجلا
تيوكلا
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نادوسلا
سيياقملاو تافصاوملل ةينادوسلا ةئيهلا
نميلا
ةدوجلا طبضو سيياقملاو تافصاوملل ةينميلا ةئيهلا
سنوت
ةيعانصلا ةيكلملاو تافصاوملل ىنطولا دهعملا
ايروس
ةيروسلا ةيبرعلا سيياقملاو تافصاوملا ةئيه
ايبيل
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©4102وزيأ
ةليسو يأب وأ كش يأب همادختسا وأ رادصلإا اذه نم ءزج يأ جاتنذ ةداعذ زوجي لا ،كلذ لاخ دري كل امو .ةظوفحم قوقحلا ايمج
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.ةبلاطلا ةهجلا ةلود يف ييقتلل ةيلودلا ةمظنملا يف ءاضعلأا تائيهلا
ييقتلل ةيلودلا ةمظنملا ةيكلم قوقح بتكم
41 فينج -Ch-1211- 65 :يديربلا زمرلا
1120447281000 :فتاه
1120447281827 : كاف
copyright@iso.org :ينورتكلا ديرب
www.iso.org :ينورتكللاا اقوملا
4107 يف ةيبرعلا ةخسنلارشن مت
ارسيوس يف رشنلا مت
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)ع( 4102/09180 وزيأ
تايوتحملا
iv . ديهمت
v. ةمدقم
0 . لاجملا .0
0. خاع 0/0
0. ليبطتلا 4/0
4. ةيليمكتلا عجارملا .4
4. فيراعتلاو تاحلطصملا .3
5. ةدوجلا ةرادإ ماظن .2
5. ةماع تابلطتم 0/2
9. ليثوتلا تابلطتم 4/2
00.ةرادلإاةيلوئسم .6
00. ةرادلإا خازتلا 0/6
00. نوبزلا ىلعزيكرتلا 4/6
04. ةدوجلا ةسايس 3/6
04. طيطختلا 2/6
02.ساصتلااو ةيحلاصلاو ةيلوئسملا 6/6
06. ةرادلإا ةعجارم 5/6
07. دراوملا ةرادا .5
07. دراوملاريفوت 0/5
07. ةيرشبلا دراوملا 4/5
08. ةيتحتلا ةينبلا 3/5
08. معلا ةئيب 2/5
41.جتنملا قيقحت .7
41. ستنملا ليقحتل طيطختلا 0/7
44. نوبزلاب ةقلاعلا تاذ تايلمعلا 4/7
43. ريوطتلاو ميمصتلا 3/7
49. ءارشلا 2/7
31. ةمدخلا ميدقتو جاتنلإا 6/7
36. سايقلاو ةبقارملا ةزهجأ طبض 5/7
35. نيسحتلاو ليلحتلاو سايقلا .9
35. خاع 0/9
35. سايقلاو ةبقارملا 4/9
38.لباطملاريغ ستنملا يف مكحتلا 3/9
21. تانايبلا يلحت 2/9
20. نيسحتلا 6/9
22. .ةيلحملا ةرادلإا يف ةيلماكتلا ةدوجلا ةرادذ تايلمع )يداشرتسا( أ لحلم
25.اهب قوثوم ةيلحمةرادذريوطتل ةعباتملا خاظنو مييقتلا،يرودلا صحفلا ، يلماكتلا صيخشتلا )يداشرتسا( ب لحلم
68. رداصملا
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ديهمت
و ، )وزيلآا يف ءاضعلأا تاهجلا( ةينطولا ييقتلا تاهجل يملاع داحتا يه ) ييقتلل ةيلودلا ةمظنملا(وزيلأا
خامتها اهل وضعلا ةهجلا تناك اذذ و ، وزيلآل ةينفلا ناجللا سلاخ نم ةيلودلا تافصاوملا دادعذ متي ام ابلاغ
معلا يف كراشي و . ةنجللا كلت يف ّثمم هل نوكي نأ يف لحلا وضعلا اذهل نإف ، ةينف ةنجل هل تلِّكُش دق عوضومب
انواعت وزيلآا نواعتت و . وزيلآا ام صاوت اهل يتلا ،ةيموكحلا ريغ و اهنم ةيموكحلا ةيلودلا تامظنملا كلذك
. ينقتورهكلا ساجملا يف ييقتلا مهت يتلا روملأا ايمج يف )ك د ـه( ةينقتورهكلا ةيلودلا ةنجللا ام اقيثو
.يناثلا ءزجلا - ك د ـه/وزيلآا تاهيجوت يف ةدراولا حئاولل اقفو ةيلودلا تافصاوملا غاصتو
تائيهلاىلع ةيلودلا تافصاوملا ايراشم ايزوت متي و .ةيلودلا تافصاوملا دادعا وه ةينفلا ناجلل ةيسيئرلا ةمهملا
تائيهلا نم قلأا ىلع %76 ةقفاوم ةيلود تافصاومك ايراشملا هذه رادصا بلطتي و .تيوصتلل ةينطولا
.تيوصتلا اهل لحي يتلا ةينطولا
ذمحتت نذل و .عارذتخلاا ةءارب قوقحل ةعضاخ ةقيثولا هذه رصانع ضعب نوكت نأ ةيلامتحا ىلذ هابتنلاا تفل دون و
. اهعيمج وأ قوقحلا هذه نم ّيأ ديدحت ةيلوؤسم (ISO) ييقتلل ةيلودلا ةمظنملا
.ةدوجلا ديكأتو ةدوجلا ةرادذ ،ISO/TC 176 ةينفلا ةنجللا ةطساوب 09180 وزيلاا ةفصاوم دادعذ مت دقو
. اينف هتعجارم مت ىذلاو IWA 4:2009 ـب هلادبتساو هؤاغلا مت 09810 وزيلال سولأارادصلإا
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خاع0/1
يف نينطاوملا ةقث ىلع ظافحلاو ريوطتلل ةجاحلا وه خويلا تاعمتجملا هجاوت يتلا ىربكلا تايدحتلا نم ةدحاو
ةيلحملا تاعمتجملل ةمادتسملا ةيمنتلا عج ةيلحملا تاموكحلا خاهم نم نا ،ددصلا اذه يف مهتاسسؤمو مهتاموكح
ةيمنتلاو خادتسملا يداصتقلاا راهدزلاا ىلذ يدؤت نأ نكمي ةيلحملا تاموكحلا يف ةدوجلا ةرادذ نذ .هنكمم
ةقيرطب ةيميلقلإاو ةينطولا تاسايسلاو ،ام عافتلاو ،رشن كلذ يف امب ،يلحملا ىوتسملا ىلع ةيعامتجلاا
.ةقفاوتمو ةطبارتم
،نملأاو ةملاسلا رفوي امك ،ةدوجلا تاذ تامدخلا / ةماعلا تاجتنملا ايمج امتجملا رفوي نأ نونطاوملا اقوتي
تامولعملاو ةيفافشلاو لئاثو زيهجت يف ةعرسلاو ةلوهسلاو ،خاعلا قنلا ئاسو رفاوتو ،ةديج ورظ يف قرطلاو
نوكيل مهتاجايتحا ةفاك رفاوت نوعقوتي مهنا امك .ةيتحتلا ةينبلاو ميلعتلاو ةيحصلا مظنلا رفاوت كلذكو ،ةماعلا
.نيضار
.ديج كشب يمحم مهعمتجم نأو مهلثمت ةيلحملا ةموكحلا نأ نينطاوملا رعشي نا اقوتملا نم
ىوتسملا نم ءدب يملاعلا ىتحو ينطولاو يميلقلإا ىوتسملا ىلع ةوق رثكأ يموكح مع ءانب نكمملا نمف
ىوتسملا ىلع مهتموكح يف نينطاوملا ةقث ةدايزو ةماعلا تامدخلا / تاجتنملا ةرادذ ةدوج ىلع اينبم ،يلحملا
.ينطولاو يميلقلإاو يلحملا
هجوتلا هذهب كسمتلا .ةوق رثكأ حبصي نا نم هتمرب يموكحلا خاظنلا نكمي ةيلحملا ةموكحلا ىف ةيلاع ةدوج ليقحت
.ينطولاو يميلقلإاو يلحملا ىوتسملا ىلع ةمادتسمو ةقوثوم تاموكح للخ ىلع دعاسي نأ نكمي
ليبطتو مهفل ملاعلا ءاحنأ ايمج يف ةيلحملا تاموكحلل ةيداشرذ ئلاد ريفوتل ةيلودلا ةفصاوملا اذه دادعذ مت دقو
.اهينطاوم تاعقوتو تاجايتحا ةيبلت جأ نم ،ISO 9001: 2008 تابلطتم يبلت يتلا ةدوجلا ةرادذ خاظن
يصيخشت جذومنل افصو يطعي )ب( لحلملا .ةيلحملا ةيموكحلل ةيديلقتلا تايلمعلا سوح تامولعم رفوي )أ( لحلملا
.اهب قوثوم ةيلحملا ةموكحلا ليقحت ىلذ دهي ماكتم ةدوج ةرادذ خاظن ليبطتل قلاطنا ةطقنك همادختسا نكمي
.0 كشلا يف ايطيطخت هحيضوت نكمي ةيلودلا ةفصاوملا اذه رودو ةدوجلا ةرادذ خاظن ذيفنت يف ةيلاتتملا حارملا
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زييمتلا جذومن
8008 :8001 وزيا
8009 :8001 وزيا
ةيقوثولا طخ
ةيلودلا ةفصاوملا هذه عقوم حيضوتل يطيطخت مسر :1لكش
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،راطذ يف اهعضوو 4119 :8110 وزيا ةفصاوملا صن ةباتك ةداعذ متيس ،ةيلودلا ةيسايقلا ةفصاوملا هذه يف
.دنب كل كلذو ةيلحملا ةموكحلاب ةصاخلا ةيداشرلاا ئلادلا نع اهزييمتل كلذو
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
ديهمت
ماـــع 1/0
ةدوجلا ةرادذ خاظن ليبطتو ميمصت رثأتيو ،ةأشنملل ايجيتارتسا ارارق نوكي نأ بجي ةدوجلا ةرادذ خاظن ىنبت نذ
:ةطساوب ام ةأشنمل
؛ةئيبلا هذهب ةطبترملا رطاخملاو ةئيبلا هذه يف ريغتلاو ةيميظنتلا اهتئيب )أ(
؛ةفلتخملا اهتاجايتحا )ب(
ةددحملا اهفادهأ )ـج(
ةمدقملا تاجتنملا )د(
اهفظوت يتلا تايلمعلا )ـه(
.يميظنتلا اهلكيهو اهمجح )و(
.لئاثولا ثامت وأ ةدوجلا ةرادذ خاظن كيه خاد ثامتلا ليبطت ةيلودلا ةفصاوملا هذه نم دصقي لا
.تاجتنملا تابلطتمل ةلمكم ةيلودلا ةيسايقلا ةفصاوملا هذه يف اهيلع صوصنملا ةدوجلا ةرادذ خاظن تابلطتم
.ةينعملا تابلطتملا حيضوت وأ مهف يف داشرلإل يه "ةظوحلم" اهيلذ راشملا تامولعملا
،تاداهشلا حنم تاهج اهيف امب ةيجراخو ةيلخاد ارطأ ةطساوب ةيلودلا ةيسايقلا ةفصاوملا هذه خادختسا نكمي
ستنملا ىلع ةقبطملا ةيميظنتلا تابلطتملاو ةينوناقلا حئاوللاو نوبزلا تابلطتمب ءافولا ىلع ةأشنملا ةردق مييقتل
.اهتاذ ةأشنملا تابلطتمو
وزيأ يف اهيلع صوصنملا ةدوجلا ةرادذ ئدابم ةيلودلا ةيسايقلا ةفصاوملا هذه ريوطت دنع رابتعلاا يف ذخلأا مت
.8112 وزيأو 8111
ليبطت ىف ةيلحملا ةيموكحلا تادحو ةدعاسملا ةيلودلا ةيسايقلا ةفصاوملا اذه يف ةيداشرلإا ئلادلا هذه دهت
ةطبترملا ةيسايقلا تافصاوملا و8112 وزياو 8110 وزيا،8111 وزيا يف حضوم وه امك ،ةدوجلا ةرادذ ميهافم
.ةيلحملا ةموكحلا مع راطا يف ةداع ةرشتنملا تاحلطصملاو يلمعلا ليبطتلا ام ،اهب
ةفاقثلل اقفوو فلتخت نأ نكمي ةيداشرلإا ئلادلا هذه يف ةدراولا فيراعتلاو تاحلطصملا خادختسا نا 0 ةظوحلم
اجرم يف هيلا راشملا تاحلطصملا يلد اضيأ رظنا .ةيلحملا ةموكحلا اهيف اقي يتلا ميلقاو اقوم كل تاداعلاو تاسرامملاو
]09[
يفظوم بق نم ،طسوتملا وأ ريصقلا ىدملا ىلع مع سمانرب وأ ةيمنتلا ةطخ ليبطتو مهفو يقلت اقوتملا نمو
تاجايتحا نا نمضي لا هتاذ دح يف سمانربلا وأ ةطخلا نإف ،كلذ امو .ةيلحملا ةموكحلا يلثممو يرومأمو
وأ ةطخلا كلت ثمل ساعفلا ذيفنتلا جأ نم ةمزلالا تايلمعلا تناك اذذو ،اهتيطغت متيس يلحملا امتجملا تاعقوتو
ةفصاوملا ذه رادصلإ تزفح ةيلعافلا خدع هجوأ يدافتل ىلذ ةجاحلا ناف .دوجوم ريغ وأ عاف ريغ سمانربلا
.ةدوجلا ةرادلإ ساعف خاظن ذيفنتل ةيلحملا تاموكحلا ةدعاسمل ةيلودلا
ىلعو ،ةدوجلا ةرادذ خاظن ةداهش ىلع سوصحلل ىعستس ةيلحملا تاموكحلا نأ ةيسايقلا ةفصاوملا هذه ضرتفت لا
ليقدتلا رفوي نا نكمي .كلذ يف اوبغر اذذ 4119 :8110وزيلاا ةداهش ىلع سوصحلل راتخت دق اهنأ نم مغرلا
نئابزلا تابلاطم وأ ىواكش ىلع ةرطيسلا ام نمازتلاب كلذو ،تابلطتملا ام لباطتلا نم لقحتلا ةدوجلل يلخادلا
.خاع كشب يلحملا امتجملاو نينطاوملاو نيمدختسملاو
دراوملا رفاوتو ،ةعونتملا معلا بيلاسأو ادهلأاو ةفلتخملا تاسايسلاب ةدوجلا ةرادلإ خاظن يأ رثأتي وس
خاظن ك يصافت نوكت نأ اقوت نكمي هنإف ،يلاتلابو .ةيلحملا ةموكح كل ةددحم نوكت يتلا ةيرادلإا تاسرامملاو
خاظن امنذ،ةدوجلا ةرادذ خاظن ذيفنتل ةلصفملا ةقيرطلا وه مهملا يلو .ةيلحم ةموكح كل فلتخم ةدوجلا ةرادذ
يكل ناكملإا ردق طيسب ةدوجلا ةرادذ خاظن نوكي نأ مهملا نم .اهب قوثومو ةقستمو ةلاعف سئاتن يطعي ةدوجلا ةرادذ
.ةيلحملا ةموكحلا ادهأو تاسايس ةيبلتل ةيافكلا هيف امب خوهفم نوكي نا جاتحيو ،حيحص كشب معي
ةداهش ىلع سوصحلا يرورضلا نم يل هنإف ،ةفافشو ةبواجتم ،اهب قوثوم ةيلحم ةموكح ده ليقحت جأ نم
وأ ةيميلقلإا ةموكحلا نم تاردابملا كلتل ايجشت كانه نوكي دق هنأ نم مغرلا ىلع ،8110:4119 وزيلاا
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ةموكحلا تققح اذاف :هتاذ دح يف يئاهن ده ربتعي 4119 :8110 وزيلاا ام لباطتلا نأ انه دصقي لاو .ةينطولا
نمف ،يلحملا امتجملا تابلطتم ام لباطتمو لستم تامدخ / تاجتنم ريفوت نم اهنكمي يذلا ىوتسملا ةيلحملا
ىف ىرخأ زيمت جذامن وأ / و 8112وزيلاا ذخا نكميو ،تابلطتملل ةقباطملا نم دعبا وه ام ىلا صن نأ مهملا
.ةيلكلا اهتءافك نيسحتل رابتعلاا
جذامنو ،)يتاذلا مييقتلل ةادأ( ،)أ( لحلم ،4118 :8112 وزيا رظنا ،زيمتلا جذامنل ضفأ مهف ىلع سوصحلل 4 ةظوحلم
.ةدوجلا زئاوج نم
اذه .ةفافشو ةمظتنم ةقيرطب مكحتلاو داشرتسلاا نم دب لا ،ةحجان ةمظنم جأ نم ،4116 :8111وزيلأل اقفو
.اهينطاوم / اهئلامع نانئمطاو ةقث بسك جأ نم ةلءاسملاو ةيفافشلا يح ،ةيلحملا ةموكحلل صاخ كشب حيحص
ارطلأا ايمج تاعلطتو تاجايتحا يبلي يذلا ماكتملا ةدوجلا ةرادذ خاظنل ذيفنت نم ستني خادتسملا حاجنلا نأ
.ةينعملا
نكمي يتلا تايلمعلاو ةطشنلأا ايمج ةحجانو ةقوثوم ةيلحم ةموكحل ةدوجلا ةرادذ خاظن يطغي نأ مهملا نمف كلذلو
ةيميظنتلاو ةينوناقلا اهتابلطتم كلذكو ،نينطاوملا / نئابزلا تاعقوتو تاجايتحا ةيبلت ىلعو هتردق ىلع رثؤت نأ
ثم ،ىرخلأا ةينعملا ارطلأا نم كلذكو ،ةيلحملا ةموكحلل ةصاخلا تابلطتملاو ،تاجتنملا ىلع ةقبطملا
.ةينطولا وأ ةيميلقلإا تاموكحلا
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ةيلمعلا جهنم ماع 1/0
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
ديهمت
ةــيلمعلا جهنم 1-0
ةرادذ خاظن ةيلعاف نيسحتو ليبطتو اضو دنع ةيلمعلا سهنم ينبت ىلع حت ةيلودلا ةيسايقلا ةفصاوملا هذه
.هتابلطتمب ءافولا سلاخ نم نوبزلا ءاضر زيزعتل ،ةدوجلا
يتلا ةطشنلأا ةعومجم وأ طاشنلاف .ةطبترم ةديدع ةطشنأ ةرادذو ديدحت بجي هنإف لاعاف ةأشنملا ءادأ نوكي يكلو
جرخم نوكي ام ابلاغو ،ةيلمع هرابتعا نكمي تاجرخم ىلذ تلاخدملا يوحتب حمسي بولسأب راديو دراوم خدختست
.ةيلات ةيلمعل لاخدم ام ةيلمع
ستانلا جاتنلإ اهترادذو اهنيب تلاخادتلاو تايلمعلا ديدحت ىلذ ةفاضلإاب ةأشنملا خاد تايلمعلا نم خاظن ليبطتو
." ةيلمعلا سهنم" ـك هيلذ ةراشلإا نكمي هيف بوغرملا
تايلمعلا ةموظنم خاد ةدرفنملا تايلمعلا نيب طبارتلا سلاخ هرفوي يذلا رمتسملا مكحتلا ةيلمعلا سهنم ايازم نمو
.اهنيب عافتلاو اهعيمجت ىلذ ةفاضلإاب
:ةيمهأ ىلع دكؤي هنإف ،ةدوجلا ةرادذ خاظن يف سهنملا اذه عابتذ دنعو
.اهب ءافولاو تابلطتملا مهفت -أ
.ةفاضملا ةميقلا روظنم نم تايلمعلا رابتعا ىلذ ةجاحلا -ب
.ةيلمعلا ةيلعافو ءادأ نع سئاتن ىلع سوصحلا -ج
.يعوضوملا سايقلا ساسأ ىلع تايلمعلل رمتسملا نيسحتلا -د
ىلذ )2( نم دونبلا يف ةدراولا ةيلمعلا طباورو ةيلمعلا جذومن ساسأ ىلع ينبملا ةدوجلا خاظن )0( كشلا حضويو
ةبقارم بلطتتو ،تلاخدمك تابلطتملا ديدحت يف مكاح ماعك نوبزلا هبعلي يذلا رودلا نيبي حيضوتلا اذهو )9(
.هتابلطتمب ةأشنملا ءافو ىدم ىلع وقولل نوبزلا تاعقوتب ةطبترملا تامولعملا مييقت نوبزلا ءاضر
ىوتسملا ضرعي لا هنكلو ةيلودلا ةيسايقلا ةفصاوملا هذه تابلطتم ك يطغي )0( كشلا يف حضوملا جذومنلا
.تايلمعلل يليصفتلا
اذهو .تايلمعلا ك ىلع هقيبطت نكمي " عفا–صحفا–ذفن–ططخ" ـب ورعملا بولسلأا نإف كلذ ىلع ةولاع :ةظوحلم
:يلي امك زاجيإب هحرش نكمي بولسلأا
.ةأشنملا تاسايسو نوبزلا تابلطتمل اقبط سئاتن ىلع سوصحلل ةيرورضلا تايلمعلا ئشناو ادهلأا اض :ططخ
.تايلمعلا لبط :ذفن
.سئاتنلاب اريرقت خدقو ستنملا تابلطتمو ادهلأاو تاسايسلا ىلذ ادانتسا ستنملاو تايلمعلا سايقو ةبقارمب مق :صحفا
.ةيلمعلا ءادلأ رمتسملا نيسحتلا ىلذ يدؤت يتلا ساعفلأا ذختا : عفا
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رمتــسملا نيسحتلا
ةدوــجلا ةرادإ ماـــظنل
ةرادلإا ةيلوئسم
نئابزلا
نئابزلا
ليلحتلاو سايقلا
دراوملا ةرادإ
ءاضر
نيسحتلاو
قيقحت تلاخدم
جتنم
جتنملا تابلطتم
جرـخم
ةفاضم ةميق تاذ ةطشنأ
تامولعم نايرس هاــجتإ
) 8009 : 8001 وزيا ( ةيلمعلا ساسأ ىلع ينبملا ةدوجلا ةرادإ ماظن جذومن : 1 لكش
يتلا تايلمعلا نم ةفلتخملا عاونلأا ىلع رعتلا مهملا نمف ،ةيلمعلا سهن ينبت ىلع ةرداق ةيلحملا تاموكحلا نوكتل
ليقحتل ةرادلإا ىلع اهتردق نع لاضف ،اهينطاومل / اهئلامعل اهب قوثوم تامدخلا / تاجتنم ريفوت ىلذ جاتحت
نا .))أ) لحلملا رظنا( ةمعادلا تايلمعلا و تايلمعلا ةرادذو ةمظنملا ةرادذ تايلمعلا هذه مشتو .ةوجرملا ةجيتنلا
.ةيليغشتلا تايلمعلا رهوج يه ةيلحملا ةموكحلا تامدخ / تاجتنم ريفوتل ةمزلالا تايلمعلا
:يه و ةيلحملا ةموكحلا تايلمعل ةيجذومن ةلثمأ
؛ةيداصتقلااو ةيعامتجلاا ةئيبلا يف ةيلحملا ةموكحلا رود ديدحتل ةيجيتارتسلإا ةرادلإا تايلمع )أ
؛ةيلحملا ةموكحلا نم ةمدخلا / ستنملا ميدقت ىلع ةردقلاو دراوملا ريفوت )ب
؛ معلا ةئيب ىلع ظافحلل ةمزلالا تايلمعلا )ج
. معلا سماربو ةيمنتلا ططخ يدحتو ةعجارمو دادعذ )د
؛ةمدخلا / ستنملا ميدقت ةيلمع سايقو دصر )ـه
؛ ةيجراخلاو ةيلخادلا ساصتلاا تايلمع ةيفافش )و
.تامزلأل ةباجتسلااو ئراوطلا تلااحل دادعتسلاا ةجلاعمل تايلمع )ز
.يلي ام ديدحتل ةيلحملا ةموكحلا جاتحت ،ةيلمع كل
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نم ىرخأ ةقطنم يف ،يلخاد نوبزلا اذه نوكي نا متحملا نم )؟ةيلمعلا تاجرخم ىقلت نم( ؟نوبزلا وه نم -
.ةمدخلا / ستنملا يقلت يذلا نطاوملا ثم يجراخ نوبز وأ ،اهسفن ةيلحملا ةموكحلا
تاسايسلا ةينوناقلا تابلطتملاو تامولعملا ساثملا يبس ىلع( ؟ةيلمعلا هذهل ةيسيئرلا تلاخدملا يه ام -
.)ةيلاملاو ةيرشبلا دراوملاو ،ةقاطلا ،داوملا،ةيميلقلإا وأ /و ةينطولا ةيموكحلا
)؟ةمدقملا ةمدخلا / ستنملا صئاصخ يه ام ساثملا يبس ىلع( ؟ةوجرملا سئاتنلا يه ام -
؟سئاتنلا وأ / و ةيلمعلا ءادأ نم لقحتلل ءادلاا سايق تارشؤمو طباوضلا يه ام -
تلاخدم ةداعلا يف كشت ةدحاو ةيلمع نم تاجرخملا( ؟ىرخلأا ةيلحملا ةيموكحلا تايلمعلا ام عافتلا وه ام -
)ىرخلأا تايلمعلا يف
؟ةيفافشلا ليقحتل ةمزلالا طباوضلا يه ام -
.ةيلمعلا سهنم نأشب تاداشرلاا نم اديزم رفوي ]05[ اجرملا ةظوحلم
8009 وزيلاا عم ةقلاعلا 8/0
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
ديهمت
8009 وزــيلأاب ةقلاعلا 3/0
امهذذضعب لامكيذذل امهميمذذصت مذذت ذذيح ةدوذذجلا ةرادذ خاذذظنل ناتيذذسايق ناتفذذصوم اذذمه 8112 وزذذيلأاو 8110 وزـذذيأ
.ةدح ىلع ك امهمادختسا نكمي امك ،ضعبلا
وأ ت ذشنملا ذخاد لذيبطتلا ضارذغأ يذف اهمادختسا نكمي يتلاو ةدوجلا ةرادذ خاظن تابلطتم 8110 وزيلأا ددحتو
.نوبزلا تابلطتمب ءافولا يف ةدوجلا ةرادذ خاظن ةيلعاف ىلع زكرتو .ةيدقاعتلا ضارغلأا وأ تاداهشلا حنم
اذجارملا رادذصلإا نوكيذس ةذعجارملا تذحت 8112 وزذيا ةذيلودلا ةفصاوملا هذه ليبطت هيف نوكي يذلا تقولا يفو
تاذجايتحلاا تاذو ةدذقعملا ةذئيبلا يذف ةأذشنم يلأ مئادذلا حاذجنلا لذيقحت ذجا نم ةرادلإل يلدلا وه 8112 وزيا نم
،8110 وزذيا هرفوذت يذذلا زذيكرتلا نذم رذبكأ كذشب ةدوذجلا ةرادذ ىذلع ازذيكرت 8112 وزذيا رفوذت .ريغتلا ةمئادو
لذلعتي اذميف ةرمتذسمو ةذيميظنت ةئيب سلاخ نم كلذ ليقحت ةيفيكو ةينعملا ارطلأا تاعقوتو تاجايتحا سوانتت يح
لاو ةذيميظنتلا ضارذغلأا يذف لاو تاداهشلا حنم يف ةفصاوملا هذه خدختست لا ،كلذ نم مغرلا ىلعو .ةأشنملا ءادأب
.ةيدقاعتلا
وزذذيلاا ةذذعجارم نذذم ءاذذهتنلاا مذذت دذذقو ،ةذذيلودلا ةيذذسايقلا ةفذذصاوملا اذذذه رذذشن دذذنعو ،8110:4119 وزذذيا رذذشن ذذذنم ةذذظوحلم
.4118 اهرشن متو 8112
حاجنلا ليقحت ىلع زيكرتلا سلاخ نم ةدوجلا ةرادذ خاظن نيسحت ةيفيك نأشب تاداشرذ 4118 :8112 وزيلاا رفوي
ةذقباطمو ةقذستم تامدذخلا / تاذجتنملا ريفوذت ىلع ةردقلا نأ كردن نأ مهملا نم ،يلحملا مكحلا قايس يف .خادتسملا
.ةيلحملا ةموكحلل ةرشابملا ةرطيسلا جراخ يه يتلا دراوملا ريفوت ىلع دمتعي نأ نكمي
.
يرخلأا ةرادلإا مظن عم قفاوتلا 9/0
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
ديهمت
ىرخلأا ةرادلإا مظن عم قفاوتلا 9/0
زذيزعت ذجا نذم 02110:4112 وزذيا صوذصن راذبتعلاا يذف اذضو ،ةيلودلا ةفصاوملا هذه ريوطتو اضو ءانثا
وزذياو 8110:4119 وزذيا نيذب رظاذنتلا )أ( لذحلملا حذضوي .نيمدختذسملا اذمتجم ةدذئافل نيتفذصوملا نيذب لفاوتلا
.02110:4112
ةرادلإاذب ةذقلعتملا كذلت ذثم ،ىرذخلأا ةرادلإا مظنذل ةددذحم تاذبلطتم ىلع يوتحت لا ةيلودلا ةيسايقلا ةفصاوملا هذه
ةفذذصاوملا هذذذه نإذذف كذذلذ اذذمو .رطاذذخملا ةرادذ وأ ةذذيلاملا ةرادلإا وأ ةذذينهملا ةملاذذسلاو ةحذذصلا ةرادذ وأ ةذذيئيبلا
ةرادلإا مذذظن تاذذبلطتم اذذم اذذهب صاذذخلا ةدوذذجلا ةرادذ خاذذظن ذذماكت وأ ةذذمءاوم نذذم ةأذذشنملا نذذكمت ةذذيلودلا ةيذذسايقلا
يذذفي ةدوذذجلا ةرادلإ خاذذظن ءاذذشنذ دذذهب اذذهب ةذذمئاقلا ةرادلإا مذذظن/خاذذظن مئاوذذت نأ ةأذذشنملل نذذكمملا نذذمو .ىرذذخلأا
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.ةيلودلا ةيسايقلا ةفصاوملا هذه تابلطتمب
ةدوذجلا ةرادذ خاظن امجي نا ةيلحملا ةموكحلل يرورضلا نم نوكي دق ،ةمدقملا تامدخلا / تاجتنملا ةدوج نامضل
.رطاذخملا ةرادذ وأ ،ةذيلاملاو ةذينهملا ةملاذسلاو ةحصلاو ةئيبلا ثم ،ىرخلأا ةرادلإا مظنب ةقلعتملا بناوجلا ضعب
ةرادذ خاظن تذفن دق هنأ كلذ ينعي لا ،ةدوجلا ةرادذ خاظنل تافاضلإا هذه ثمب ةيلحملا ةموكحلا تماق اذذ ،كلذ امو
هذذه اذم ةدوجلا ةرادذ خاظن سمد وأ ليسنت امذ ةيلحملا ةموكحلل يرورضلا نم نوكي نا نكمي ،ةلاحلل اعبت . ماكتم
ىرخلأا مظنلا
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يف 8009: 8001 وزيلاا قيبطتل تاداشرإ –ةدوجلاةرادإ مظن
ةيلحملا ةرادلإا
لاجملا -1
ماع 1/1
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
لاجملا -1
ماع 1/1
:امنيح ةأشنملل ةدوجلا ةرادذ خاظن تابلطتم ةيلودلا ةيسايقلا ةفصاوملا هذه ددحت
.اهب سومعملا ةيميظنتلا تابلطتملاو نوبزلا تابلطتمب يفي ستنم ريفوت ىلع اهتردقم تابثذ ىلذ جاتحت -أ
رمتسملا نيسحتلا تايلمع نم هنمضتي امب خاظنلل عافلا ليبطتلا سلاخ نم نوبزلا ءاضر زيزعت ىلذ دهت -ب
.اهب سومعملا ةيميظنتلا تابلطتملاو نوبزلا تابلطتمل ةقباطملا ديكأتو خاظنلل
:يلي ام ةيلودلا ةفصاوملا هذه يف "ستنم" حلطصمب دصقي :0 ةظوحلم
كلهتسملا بق نم دارملا وأ ىلذ ةجوملا ستنملا )أ(
.ستنملا ليقحت تايلمع نع ستني دوصقم ستان يأ )ب(
ةيعيرشتلاو ةيميظنتلا تابلطتملا ىلع ةينوناقلا طورشلاو تابلطتملا حلطصم قلاطذ نكمي :4 ةظوحلم
سلاخ نم اهب لثوم سئاتن ليقحتل تاداشرلإاب ةيلحملا تاموكحلا ديوزت ىلا ةيلودلا ةفصاوملا هذه دهتو
نم سدعت وأ ريغت وأ فيضت لا تاداشرلاا هذه ،كلذ امو ،يلماكت ساسأكISO 9001: 2008 ليبطت
.4119 :8110 وزيلاا تابلطتم
ايمجل ةيقوثوملا نم ىندأ دح نامض رارمتساب اهنكمأ اذذ اهب ةقوثوم ةيلحملا ةموكحلا نونطاوملا ربتعي
،ةيرادلااتايلمعلا" ةلماش ،ةيلحملا ةموكحلا تايلمع ك نأ مهملا نم .تامدخلا / تاجتنملاو ةيسيئرلا تايلمعلا
سلاخ نم سئاتنلا ليقحت ىلع زيكرتلا نوكي نأو،ةدوجلا ةرادذ ،يلماكت،درفم خاظنل سؤتو ،ةمعدلاو ةيليغشتلا
نم مغرلا ىلع هنلأ مهم خاظنلا اذهل يلماكتلا كشلا نا .ةدوجلا ةرادذ خاظن ةيمنتو ريوطت ةلصاومو خادختسا
ضعب يف ةقثلاب ريدج ريغ نوكت دق ،طاشنلا تلااجم ضعب يف هب اقوثوم نوكي دق ةيلحملا ةموكحلا نأ
.ىرخلأا تلااجملا
/ تاجتنم ريفوتل ةمزلالا تايلمعلا نا ةيلحملا ةموكحلا ربتعت نأ مهملا نم ،ةدوجلا ةرادذ خاظن تايلمع ديدحتلو
خاظنل ساعفلا يغشتلل ةمزلالا تايلمعلا مشت .))أ( لحلملا رظنا( اهينطاومل / اهئلامعل اهب قوثوم تامدخلا
ميدقت تايلمعو ،ةرادلإا تايلمع مشت اهنا امك ،ةمعدلاو ةيليغشتلاو ةيرادلإا تايلمعلا ىلع ةدوجلا ةرادذ
مييقتل ةيلحملا تاموكحلل صيخشتلا ةيجهنم )ب( لحلملا نمضتيو .ىرخأ تايلمع يأو تامدخلا / تاجتنملا
قلاطنا ةطقنك ماكتملا صيخشتلل)ب( لحلم خادختسا ضفيو .تامدخلا / تاجتنملاو تايلمعلا سضنو قاطن
.ةيلودلا ةفصاوملا هذه يمدختسمل
قيبطتلا 8/1
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
قيبطتلا 8/1
رصب ت شنملا ايمج ىلع لبطتو ةماع ،ةيلودلا ةيسايقلا ةفصاوملا هذه يف ةدراولا تابلطتملا ايمج
.اهتاجتنم ةعيبطو اهمجحو اهعون نع رظنلا
نكمي ،اهجتنمو ةأشنملا ةعيبط ببسب ةيلودلا ةيسايقلا ةفصاوملا هذه تابلطتم نم يأ ليبطت نكمي لا امنيح
1ءانثتسا اذه رابتعا
اذه رصتقا اذذ لاذ سوبقم ريغ ةيلودلا ةيسايقلا ةفصاوملا هذهل ةقباطملاب ةبلاطملا نإف ،ءانثتسا مع متي امنيح
يف ةأشنملا ةيلوؤسمو ةردقم ىلع رثؤت لا تاءانثتسلاا هذه نأو ،)7( دنبلاب ةدراولا تابلطتملا ىلع ءانثتسلاا
0
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)ع( 4102/09180 وزيأ
.اهب سومعملا ةيميظنتلاو ةيعيرشتلا تابلطتملاو نوبزلا تابلطتمب يفي ستنم ميدقت
،ةيلحملا تاموكحلا ايمج ىلع لبطنتو ةماع يه ةفصاوملا هذه يف اهيلذ راشملا تاداشرلاا ئدابملا ايمج
.ةمدقملا ةمدخلا / ستنملا مجحو عون نع رظنلا ضغب
،ةرورضلا دنع ،اهنم ءزج يف وأ ، كك ةيلودلا ةفصاوملا اذه يف ةدراولا تاداشرلاا ليبطت خدختسملل نكمي
.ةدافتسلاا نم ةنكمم ةجرد يصقلأ
ةيليمكتلا عجارملا-8
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
ةيليمكتلا عجارملا - 8
ليبطت متي ،ةخرؤملا اجارملل ةبسنلابو ،ةقيثولا هذه ليبطت جا نم ةيساسأ لئاثو يه ةيلاتلا ةيعجرملا لئاثولا
ةيعجرملا لئاثولا نم رادصذ رخأ ليبطت متي ،ةخرؤملا ريغ اجارملل ةبسنلاب امأ .طقف روكذملا رادصلإا
.)تلايدعت يلأ ةنمضتم(
.تاحلطصملاو سلأا – ةدوجلا ةرادذ مظن : 4116 / 8111 وزيأ
ةبولطم ةيفاضذ تاداشرا يأدجوي لا
فيراعتلاو تاحلطصملا -3
تابلطتم – ةدوجلا ةرادإ مظن 8009 :8001 وزيا
فيراعتلاو تارابعلا -3
.8111 وزيأ ةيلودلا ةيسايقلا ةفصاوملاب ةدراولا فيراعتلاو تارابعلا لبطت ،ةقيثولا هذه ضارغلأ
" كلذك ينعت دق - درت امنيأ - ةيلودلا ةيسايقلا ةفصاوملا هذه يف " ستنملا " ةملك نأ اضيأ دجن وسو
." ةمدخلا
8111 وزيأ ةيلودلا ةيسايقلا ةفصاوملا يف ةدراولا فيراعتلاو تاحلطصملا لبطت،ةفصاوملا هذه ضارغلأ
.ةيتلاا تاحلطصملا ىلا ةفاضلإاب
هذه يف "ةيلحملا ةموكحلا" ينعي ام وهو ،4119 :8110 وزيلاا يف "ةمظنم" حلطصم خادختسا متي امثيح
.ةيلودلا ةفصاوملا
ايلعلا ةرادلإا 1/3
.ىلعلأا ىوتسملا يف ةأشنملا طبضو هيجوتل دارفلأا نم ةعومجم وأ درف
.)3/6( ةيلحملا ةموكحلا يه ةمظنملا ،ةيلودلا ةفصاوملا اذه ضارغلأ :سوخد ىلذ 0 ةظوحلم
نأ نكميو ةداتعم ةلثمأ .ةفاقثلاو دلبلل اقفو اريبك اتوافت توافتت دق فئاظولاو ةيفيظولا تايمسملا :سوخد ىلذ 4 ةظوحلم
هذه .ةنيدملا دئاقو ةنيدملا ريدم ،ةيدلبلا يئر ،ةدمعلا ،يلحملا لجملا يئر ،يميلقلإا مكاحلا ،ةيدلبلا يئر ىلع متشت
.ةيلحملا ةموكحلا تايقافتاو خاكحأ ذفنيو سأري يتلا ةطلسلا يه
ام ابلاغو .ةددحم تاعيرشت اهمظنت يتلا ةيلحملا ةموكحلا ينطاوم نم ةيعمج وه يلحملا لجملا :سوخد ىلذ 3 ةظوحلم
لاجملا ءاضعأو )ةيدلبلا يئر( يلحملا ةدمعلا بق نم ةداع نوكتيو .ةيلحم تاباختنا سلاخ نم يلحملا لجملا راتخي
حلاصم ةرادإب ةفلكملا ةينواعتلا ةيلحملا ةماعلا ةسسؤملا نوكي نأ نكمي امك .ءانملأا لجم ،نييموكحلا نيلوؤسملاو
.هناكسو ميلقلإا
© ISO 2014 - ةظوفحم قوقحلا عيمج4
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)ع( 4102/09180 وزيأ
نطاوملا / نوبزلا 8/3
.ةمدخو اجتنم ىقلتي صخش وأ ةأشنم
يذلا صخشلا وأ امتجملا ،ةأشنملا ىلذ نطاوملا / نوبزلا ريشي ،ةيلودلا ةفصاوملا هذه ضارغلأ :سوخد ىلذ 0 ةظوحلم
.لا وأ يلام باقمب ءاوس ،)6/3( ةيلحملا ةموكحلا نم )7/3( ةمدخلا / ستنملا ىلع صحي
ايمجل ةنزاوتم ةباجتسا ليقحتو نئابزلا فلتخم ىلع رعتلا ةيلحملا تاموكحلل مهملا نم :سوخد ىلذ 4 ةظوحلم
يومت ىلع مهتامهاسم معت يتلاو ،بئارضلا يعفاد مه نيذلا نينطاوملا ضعب ،ساثملا يبس ىلع .مهتاعقوتو مهتاجايتحا
تامدخلا / تاجتنملا نم رثكأ نوديفتسملا اقاولا يف نينطاوملا فن اونوكي لا دق ،ةيلحملا ةموكحلا تامدخ / تاجتنم
.ةمدقملا
ةرادلإا / ةيلحملا ةموكحلا خاد لاخ نايحلأا ضعب يف "نوبزلا" حلطصم ببسي نأ نكمي :سوخد ىلذ 3 ةظوحلم
نم دئاوفلاو اساولا ينبتلل ارظن نكلو .ةيراجتلا تاعيرشتلاب للعتت اهنأ يح ،خاعلا يلودلا نوناقلا يف ىتحو ةماعلا
حلطصم ام دارتلابو ،ةيلودلا ةفصاوملا هذه يف "نوبزلا" حلطصم خادختسا ىنبت مت اذلو ،ةدوجلا ةرادذ مظن فيصوت
".نطاوملا"
ةيلحملا ةموكحلا تافصاوم 3/3
/ تاجتنملا ريفوت جأ نم )6/3( ةيلحملا ةموكحلا بق نم اهب ءافولا يغبني يتلا تابلطتملا نم ىندلأا دحلا
ساعف وحن ىلعو رارمتساب اهئلامع تاعلطتو تاجايتحا يبلت يتلا تامدخلا
."ةمدخلا خازتلا" وأ "يلحملا مكحلا قاثيم" ثم ةقيثو يف انايحأ هنع ربعي ام اذه :سوخد ىلذ 0 ةظوحلم
.ةينطولا وأ ةيميلقلإا ةيموكحلا تاسايسلا نم وأ ،تاعيرشتلا نم تافصاوم نم ءزج يتأي دق :سوخد ىلذ4 ةظوحلم
.ةيلحملا ةموكحلل ءادلأا تا
...
INTERNATIONAL ISO
STANDARD 18091
First edition
2014-02-15
Quality management systems —
Guidelines for the application of ISO
9001:2008 in local government
Systèmes de management de la qualité — Lignes directrices pour
l’application de l’ISO 9001:2008 à la collectivité locale
Reference number
ISO 18091:2014(E)
©
ISO 2014
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ISO 18091:2014(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2014
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
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Published in Switzerland
ii © ISO 2014 – All rights reserved
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ISO 18091:2014(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
1.1 General . 1
1.2 Application . 2
2 Normative references . 2
3 Terms and definitions . 2
4 Quality management system . 7
4.1 General requirements . 7
4.2 Documentation requirements. 8
5 Management responsibility .11
5.1 Management commitment .11
5.2 Customer/citizen focus .12
5.3 Quality policy .12
5.4 Planning .13
5.5 Responsibility, authority and communication .14
5.6 Management review .15
6 Resource management .17
6.1 Provision of resources .17
6.2 Human resources .18
6.3 Infrastructure .20
6.4 Work environment .20
7 Product/service realization .21
7.1 Planning of product/service realization .21
7.2 Customer/citizen-related processes .22
7.3 Design and development .24
7.4 Purchasing .29
7.5 Production and service provision .31
7.6 Control of monitoring and measuring equipment .35
8 Measurement, analysis and improvement .36
8.1 General .36
8.2 Monitoring and measurement .36
8.3 Control of nonconforming product/service .39
8.4 Analysis of data .40
8.5 Improvement .41
Annex A (informative) Processes for the integral quality management of local government .44
Annex B (informative) Integral diagnostic, check-up, evaluation and follow-up system for
development of reliable local governments .46
Bibliography .56
© ISO 2014 – All rights reserved iii
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ISO 18091:2014(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers
to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is Technical Committee ISO/TC 176, Quality management
and quality assurance.
This first edition of ISO 18901 cancels and replaces IWA 4:2009, which has been technically revised.
iv © ISO 2014 – All rights reserved
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ISO 18091:2014(E)
Introduction
0.1 General
One of the great challenges that societies are facing today is the need to develop and maintain citizens’
confidence in their governments and their institutions. In this respect, local governments have a
mission to make possible the development of sustainable local communities. Management of quality
in local governments can result in sustainable economic prosperity and social development at local
level, including deployment of, and interaction with, national and regional policies in a coherent and
compatible way.
Citizens expect to have a community providing all public products/services with quality, such as
safety and security, roads in good conditions, availability of public transportation, ease and speed in
processing of documents, transparency and public information, availability of health and education
systems, infrastructure; they expect all their needs to be satisfied.
Citizens expect to feel the local government represents them and that their community is well protected.
It is possible to build stronger regional, national and even global government working from the local
level, based on managing the quality of the public products/services and increasing the confidence of
the citizens in their government at local, regional and national level.
Achieving a high quality of local government enables the whole system of government to become
stronger. Coherence of such approaches can help to create reliable and sustainable governments at local,
regional and national level.
This International Standard has been prepared to provide guidelines to local governments throughout the
world for understanding and implementing a quality management system that meets the requirements
of ISO 9001:2008, in order to meet the needs and expectations of its citizens.
Annex A provides information about typical local government processes. Annex B gives a description
of a diagnostic model that can be used as a starting point for the implementation of an integral quality
management system aimed at achieving reliable local government.
The relative stages in the implementation of a quality management system and the role of this
International Standard can be seen schematically in Figure 1.
© ISO 2014 – All rights reserved v
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ISO 18091:2014(E)
Excellence models
ISO 9004:2009
ISO 9001:2008
Reliability line
Figure 1 — Schematic diagram to show the positioning of this International Standard
vi © ISO 2014 – All rights reserved
ISO 18091:2013
Efficient
Excellent
Not reliable
Reliable
Quality levels in Local Governments
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ISO 18091:2014(E)
In this International Standard, the text reproduced from ISO 9001:2008 is placed in boxes, in order to
distinguish it from the specific guidance for local government given for each clause.
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.1 General
The adoption of a quality management system should be a strategic decision of an organization. The design and
implementation of an organization’s quality management system is influenced by
a) its organizational environment, changes in that environment, and the risks associated with that environ-
ment,
b) its varying needs,
c) its particular objectives,
d) the products it provides,
e) the processes it employs,
f) its size and organizational structure.
It is not the intent of this International Standard to imply uniformity in the structure of quality management
systems or uniformity of documentation.
The quality management system requirements specified in this International Standard are complementary
to requirements for products. Information marked “NOTE” is for guidance in understanding or clarifying the
associated requirement.
This International Standard can be used by internal and external parties, including certification bodies, to
assess the organization’s ability to meet customer, statutory and regulatory requirements applicable to the
product, and the organization’s own requirements.
The quality management principles stated in ISO 9000 and ISO 9004 have been taken into consideration during
the development of this International Standard.
The guidelines in this International Standard are intended to help local government organizations
relate the concepts of quality management, as described in ISO 9000, ISO 9001, ISO 9004 and associated
standards, with the practice and terminology commonly deployed in the context of local government.
NOTE 1 The use of the terms and definitions presented in these guidelines can vary according to the culture,
practices and customs of each location and region in which the local government is located. See also the guidance
on terminology found in Reference [18].
It is expected that a development plan or work programme in the short or medium term is received,
understood and applied by the employees, officers and representatives of local government. However,
the plan or programme itself does not ensure that the needs and expectations of the local community
will be covered, if the processes needed for the effective implementation of such plans or programmes
are deficient or non-existent. The need to avoid these deficiencies has motivated the elaboration of
this International Standard to help local governments in the implementation of an effective quality
management system.
This International Standard does not assume that local governments will seek certification of their
quality management system, although they might choose to seek certification to ISO 9001:2008 if
they wish. Internal quality audits can provide the verification of compliance with the requirements,
in conjunction with the control of complaints or claims from customers, users, citizens and the local
community in general.
Any quality management system will be influenced by the different policies, objectives, diverse work
methods, resource availability and administrative practices that are specific for each local government.
Therefore, it can be expected that the details of each quality management system will vary in each local
government. It is not the detailed method of implementation of the quality management system that is
important; what matters is that the quality management system yields effective, consistent and reliable
results. It is important that the quality management system is as simple as possible in order to function
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ISO 18091:2014(E)
properly, and it needs to be sufficiently understandable to meet the policies and quality objectives of
local government.
In order to achieve the objective of a reliable, responsive and transparent local government, it is not
necessary to seek certification to ISO 9001:2008, although this might be encouraged by regional or
national government initiatives. Nor is it intended that conformity to ISO 9001:2008 be regarded as a
final objective in itself: once a local government has achieved a level that allows it to provide consistent,
conforming products/services to the local community, it is important that it looks beyond conformance
to requirements, and that it considers using ISO 9004 and/or other excellence models to improve its
overall efficiency.
NOTE 2 For a better understanding of excellence models, see ISO 9004:2009, Annex A (Self-assessment tool),
and the models of quality prizes.
According to ISO 9000:2005, in order for an organization to be successful, it needs to be guided and
controlled in a systematic and transparent way. This is particularly true for local government, where
transparency and accountability to its customers/citizens are vital in order to gain their trust and
confidence. Sustained success will only result from the implementation of an integral quality management
system that addresses the needs and expectations of all interested parties.
It is therefore important that the quality management system of a reliable and successful local government
covers all activities and processes that can affect its ability to satisfy the needs and expectations of
its customers/citizens, the statutory and regulatory requirements applicable to the product, and the
local government’s own requirements, as well as those of other interested parties, such as regional or
national governments.
viii © ISO 2014 – All rights reserved
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ISO 18091:2014(E)
0.2 Process approach
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.2 Process approach
This International Standard promotes the adoption of a process approach when developing, implementing and
improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting
customer requirements.
For an organization to function effectively, it has to determine and manage numerous linked activities. An
activity or set of activities using resources, and managed in order to enable the transformation of inputs into
outputs, can be considered as a process. Often the output from one process directly forms the input to the next.
The application of a system of processes within an organization, together with the identification and inter-
actions of these processes, and their management to produce the desired outcome, can be referred to as the
“process approach“.
An advantage of the process approach is the ongoing control that it provides over the linkage between the indi-
vidual processes within the system of processes, as well as over their combination and interaction.
When used within a quality management system, such an approach emphasizes the importance of
a) understanding and meeting requirements,
b) the need to consider processes in terms of added value,
c) obtaining results of process performance and effectiveness, and
d) continual improvement of processes based on objective measurement.
The model of a process-based quality management system shown in Figure 1 illustrates the process link-
ages presented in Clauses 4 to 8. This illustration shows that customers play a significant role in defining
requirements as inputs. Monitoring of customer satisfaction requires the evaluation of information relating to
customer perception as to whether the organization has met the customer requirements. The model shown in
Figure 1 covers all the requirements of this International Standard, but does not show processes at a detailed
level.
NOTE In addition, the methodology known as “Plan-Do-Check-Act” (PDCA) can be applied to all processes.
PDCA can be briefly described as follows.
Plan: establish the objectives and processes necessary to deliver results in accordance with customer
requirements and the organization’s policies.
Do: implement the processes.
Check: monitor and measure processes and product against policies, objectives and requirements for the
product and report the results.
Act: take actions to continually improve process performance.
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ISO 18091:2014(E)
For local governments to be able to adopt a process approach, it is important to recognize the different
types of processes that are needed to provide reliable products/services to their customers/citizens,
as well as their management capacity to produce the desired outcome. These include processes for
management of an organization, operational processes and support processes (see Annex A). The
processes needed to provide the products/services of the local government are the core of the operational
processes.
Typical examples of local government processes are:
a) strategic management processes to determine the role of the local government in the socio-economic
environment;
b) provision of resources and the capacity to provide the product/service of local government;
c) processes needed to maintain the work environment;
d) preparation, revision and updating of development plans and work programmes;
e) monitoring and measurement of the product/service provision process;
f) transparent internal and external communication processes;
g) processes to address emergency preparedness and response to crises.
x © ISO 2014 – All rights reserved
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ISO 18091:2014(E)
For each process, the local government needs to identify the following.
— Who is the customer? (Who receives the output from the process?) This might be an internal
customer, within another area of the same local government, or an external customer such as a
citizen who is receiving a product/service.
— What are the main inputs to the process? (e.g. information, legal requirements, national and/or
regional government policies, materials, energy, human and financial resources)
— What are the desired outputs? (e.g. what are the characteristics of the product/service to be
provided?)
— What controls and indicators are needed to verify the process performance and/or results?
— What is the interaction with other local government processes? (outputs from one process typically
form inputs into other processes)
— What controls are necessary to have transparency?
NOTE Reference [16] provides further guidance on the process approach.
0.3 Relationship with ISO 9004
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.3 Relationship with ISO 9004
ISO 9001 and ISO 9004 are quality management system standards which have been designed to complement
each other, but can also be used independently.
ISO 9001 specifies requirements for a quality management system that can be used for internal application
by organizations, or for certification, or for contractual purposes. It focuses on the effectiveness of the quality
management system in meeting customer requirements.
At the time of publication of this International Standard, ISO 9004 is under revision. The revised edition of
ISO 9004 will provide guidance to management for achieving sustained success for any organization in a com-
plex, demanding, and ever changing, environment. ISO 9004 provides a wider focus on quality management
than ISO 9001; it addresses the needs and expectations of all interested parties and their satisfaction, by the
systematic and continual improvement of the organization’s performance. However, it is not intended for certi-
fication, regulatory or contractual use.
NOTE Since the publication of ISO 9001:2008, and at the time of publication of this International Standard,
the revision of ISO 9004 has been completed and ISO 9004:2009 has been published.
ISO 9004:2009 provides guidance on how to improve the quality management system by focusing on
achieving sustained success. In the context of local government, it is important to recognize that the
ability to provide consistent, conforming products/services can depend on the provision of resources
that are outside the direct control of local government.
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ISO 18091:2014(E)
0.4 Compatibility with other management systems
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.4 Compatibility with other management systems
During the development of this International Standard, due consideration was given to the provisions of
ISO 14001:2004 to enhance the compatibility of the two standards for the benefit of the user community.
(.)
This International Standard does not include requirements specific to other management systems, such
as those particular to environmental management, occupational health and safety management, financial
management or risk management. However, this International Standard enables an organization to align or
integrate its own quality management system with related management system requirements. It is possible for
an organization to adapt its existing management system(s) in order to establish a quality management system
that complies with the requirements of this International Standard.
To ensure the quality of the products/services it provides, it might be necessary for a local government
to address in its quality management system some aspects related to other management systems, such
as environmental, occupational health and safety, financial, or risk management. However, if a local
government makes such additions to its quality management system, this does not in itself imply that
it has implemented an integrated management system. Depending on the situation, it can be necessary
for the local government to either coordinate, or integrate, its quality management system with other
such systems.
xii © ISO 2014 – All rights reserved
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INTERNATIONAL STANDARD ISO 18091:2014(E)
Quality management systems — Guidelines for the
application of ISO 9001:2008 in local government
1 Scope
1.1 General
ISO 9001:2008, Quality management systems — Requirements
1 Scope
1.1 General
This International Standard specifies requirements for a quality management system where an organization
a) needs to demonstrate its ability to consistently provide product that meets customer and applicable statu-
tory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the system, including processes
for continual improvement of the system and the assurance of conformity to customer and applicable statutory
and regulatory requirements.
NOTE 1 In this International Standard, the term “product” only applies to
a) product intended for, or required by, a customer,
b) any intended output resulting from the product realization processes.
NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.
The objective of this International Standard is to provide local governments with guidelines for achieving
reliable results through the application of ISO 9001:2008 on an integral basis. These guidelines do not,
however, add, change or modify the requirements of ISO 9001:2008.
Citizens consider a local government to be reliable if it can consistently guarantee a minimum level of
reliability for all key processes and products/services. It is important that all the local government’s
processes, including management, operational and support processes, constitute a single, integral,
quality management system, and that the focus of use and further development of the quality management
system is on achieving results. The integral character of this system is important because, otherwise,
although a local government might be reliable in some areas of activity, it might be unreliable in others.
In determining the quality management system processes, it is important that the local government
considers the processes necessary to provide reliable products/services to its customers/citizens (see
Annex A). The processes involved are managerial
...
NORMA ISO
INTERNACIONAL 18091
Primera edición
Traducción oficial
2014-02-15
Official translation
Traduction officielle
Sistemas de gestión de la calidad —
Directrices para la aplicación de la
Norma ISO 9001:2008 en el gobierno
local
Quality management systems — Guidelines for the application of ISO
9001:2008 in local government
Systèmes de management de la qualité — Lignes directrices pour
l’application de l’ISO 9001:2008 à la collectivité locale
Publicado por la Secretaría Central de ISO en Ginebra, Suiza, como
traducción oficial en español avalada por el Translation Working
Group, que ha certificado la conformidad en relación con las
versiones inglesa y francesa.
Número de referencia
ISO 18091:2014 (traducción oficial)
©
ISO 2014
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ISO 18091:2014 (traducción oficial)
DOCUMENTO PROTEGIDO POR COPYRIGHT
© ISO 2014, Publicado en Suiza
Reservados los derechos de reproducción. Salvo prescripción diferente, no podrá reproducirse ni utilizarse ninguna parte de
esta publicación bajo ninguna forma y por ningún medio, electrónico o mecánico, incluidos el fotocopiado, o la publicación en
Internet o una Intranet, sin la autorización previa por escrito. La autorización puede solicitarse a ISO en la siguiente dirección o
al organismo miembro de ISO en el país solicitante.
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Traducción oficial/Official translation/Traduction officielle
ii © ISO 2014 – Todos los derechos reservados
---------------------- Page: 2 ----------------------
ISO 18091:2014 (traducción oficial)
Índice Página
Prólogo .v
Introducción .vii
1 Objeto y campo de aplicación. 1
1.1 Generalidades . 1
1.2 Aplicación . 2
2 Referencias normativas . 2
3 Términos y definiciones . 2
4 Sistema de gestión de la calidad . 7
4.1 Requisitos generales . 7
4.2 Requisitos de la documentación . 8
4.2.1 Generalidades . 8
4.2.2 Manual de la calidad . 9
4.2.3 Control de los documentos .10
4.2.4 Control de los registros .10
5 Responsabilidad de la dirección .12
5.1 Compromiso de la dirección .12
5.2 Enfoque al cliente/ciudadano .12
5.3 Política de la calidad .13
5.4 Planificación .13
5.4.1 Objetivos de la calidad .13
5.4.2 Planificación del sistema de gestión de la calidad .14
5.5 Responsabilidad, autoridad y comunicación .15
5.5.1 Responsabilidad y autoridad.15
5.5.2 Representante de la dirección .15
5.5.3 Comunicación interna .15
5.6 Revisión por la dirección .16
5.6.1 Generalidades .16
5.7 Información de entrada para la revisión .16
5.7.1 Resultados de la revisión .17
6 Gestión de los recursos .18
6.1 Provisión de recursos .18
6.2 Recursos humanos .18
6.2.1 Generalidades .18
6.2.2 Competencia, formación y toma de conciencia .20
6.3 Infraestructura .20
6.4 Ambiente de trabajo .21
7 Realización del producto/servicio .22
7.1 Planificación para la realización del producto/servicio .22
7.2 Procesos relacionados con los clientes/ciudadanos .23
7.2.1 Determinación de los requisitos relacionados con el producto/servicio .23
7.2.2 Revisión de los requisitos relacionados con el producto/servicio .24
7.2.3 Comunicación con el cliente/ciudadano .24
7.3 Diseño y desarrollo .25
7.3.1 Planificación del diseño y desarrollo .25
7.3.2 Elementos de entrada para el diseño y el desarrollo .26
7.3.3 Resultados del diseño y desarrollo .27
7.3.4 Revisión del diseño y desarrollo .27
7.3.5 Verificación del diseño y desarrollo .28
7.3.6 Validación del diseño y desarrollo .28
7.3.7 Control de los cambios del diseño y desarrollo .29
7.4 Compras .30
7.4.1 Proceso de compras .30
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ISO 18091:2014 (traducción oficial)
7.4.2 Información de las compras .31
7.4.3 Verificación de los productos comprados .31
7.5 Producción y prestación del servicio .32
7.5.1 Control de la producción y prestación del servicio .32
7.5.2 Validación de los procesos de producción y la prestación de servicios .33
7.5.3 Identificación y trazabilidad .34
7.5.4 Propiedad del cliente/ciudadano .35
7.5.5 Preservación del producto .35
7.6 Control de los equipos de seguimiento y medición .36
8 Medición, análisis y mejora .37
8.1 Generalidades .37
8.2 Seguimiento y medición .37
8.2.1 Satisfacción del cliente .37
8.2.2 Auditoría interna .38
8.2.3 Seguimiento y medición de procesos .39
8.2.4 Seguimiento y medición de los productos/servicios .40
8.3 Control de producto no conforme .40
8.4 Análisis de datos .41
8.5 Mejora .42
8.5.1 Mejora continua .42
8.5.2 Acción correctiva .43
8.5.3 Acción preventiva .44
Anexo A (informativo) Procesos para la gestión integral de la calidad del gobierno local.45
Anexo B (informativo) Sistema Integral de diagnóstico, evaluación, verificación y
seguimiento para el desarrollo de gobiernos locales confiables .47
Bibliografía .57
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ISO 18091:2014 (traducción oficial)
Prólogo
ISO (Organización Internacional de Normalización) es una federación mundial de organismos
nacionales de normalización (organismos miembros de ISO). El trabajo de preparación de las normas
internacionales normalmente se realiza a través de los comités técnicos de ISO. Cada organismo
miembro interesado en una materia para la cual se haya establecido un comité técnico, tiene el derecho
de estar representado en dicho comité. Las organizaciones internacionales, públicas y privadas, en
coordinación con ISO, también participan en el trabajo. ISO colabora estrechamente con la Comisión
Electrotécnica Internacional (IEC) en todas las materias de normalización electrotécnica.
En la parte 1 de las Directivas ISO/IEC se describen los procedimientos utilizados para desarrollar
esta norma y para su mantenimiento posterior. En particular debería tomarse nota de los diferentes
criterios de aprobación necesarios para los distintos tipos de documentos ISO. Esta norma se redactó
de acuerdo a las reglas editoriales de la parte 2 de las Directivas ISO/IEC (www.iso.org/directives).
Se llama la atención sobre la posibilidad de que algunos de los elementos de este documento puedan
estar sujetos a derechos de patente. ISO no asume la responsabilidad por la identificación de cualquiera
o todos los derechos de patente. Los detalles sobre cualquier derecho de patente identificado durante
el desarrollo de esta norma se indican en la introducción y/o en la lista ISO de declaraciones de patente
recibidas (www.iso.org/patents).
Cualquier nombre comercial utilizado en esta norma es información a la atención de los usuarios y no
constituyen una recomendación.
Para obtener una explicación sobre el significado de los términos específicos de ISO y expresiones
relacionadas con la evaluación de la conformidad, así como información de la adhesión de ISO a los
principios de la OMC (Organización Mundial del Comercio) respecto a los obstáculos técnicos al
comercio (TBT), véase la siguiente dirección: Foreword - Supplementary information
El comité responsable de esta norma es el ISO/TC 176, Gestión y aseguramiento de la calidad.
Esta primera edición de la Norma ISO 18091 anula y reemplaza la segunda edición del IWA4:2009, el
cual ha sido técnicamente revisado.
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ISO 18091:2014 (traducción oficial)
Prólogo de la versión en español
Esta Norma Internacional ha sido traducida por el Grupo de Trabajo Spanish Translation Task Force
(STTF) del Comité Técnico ISO/TC 176, Gestión y aseguramiento de la calidad, en el que participan
representantes de los organismos nacionales de normalización y representantes del sector empresarial
de los siguientes países:
Argentina, Bolivia, Chile, Colombia, Costa Rica, Ecuador, España, Estados Unidos de América, México,
Perú y Uruguay.
Igualmente, en el citado Grupo de Trabajo participan representantes de COPANT (Comisión
Panamericana de Normas Técnicas) e INLAC (Instituto Latinoamericano de la Calidad).
Esta traducción es parte del resultado del trabajo que el Grupo ISO/TC 176, viene desarrollando desde
su creación en el año 1999 para lograr la unificación de la terminología en lengua española en el ámbito
de la gestión de la calidad.
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ISO 18091:2014 (traducción oficial)
Introducción
0.1 Generalidades
Uno de los grandes retos a los que las sociedades se enfrentan hoy en día es la necesidad de desarrollar y
mantener la confianza de los ciudadanos en sus gobiernos e instituciones. A este respecto, los gobiernos
locales tienen la misión de hacer posible el desarrollo sostenible de las comunidades locales. La gestión
de la calidad en los gobiernos locales puede dar como resultado prosperidad económica sostenible y
desarrollo social a nivel local, incluyendo el despliegue y la interacción con las políticas nacionales y
regionales, de una manera coherente y compatible.
Los ciudadanos esperan tener una comunidad que proporcione todos los productos/servicios con
calidad, tales como la seguridad y la protección, carreteras en buenas condiciones, disponibilidad de
transporte público, facilidad y rapidez en la tramitación de los documentos, transparencia e información
pública, disponibilidad de sistemas sanitarios y de educación, infraestructuras; esperan que todas sus
necesidades se satisfagan.
Los ciudadanos esperan sentir que el gobierno local los representa y que su comunidad está protegida.
Es posible construir un gobierno regional, nacional y un gobierno global más fuerte, trabajando a partir
del nivel local, basados sobre la gestión de la calidad de los productos/servicios públicos así como
aumentar la confianza de los ciudadanos en sus gobiernos a nivel local, regional y nacional.
Lograr una alta calidad del gobierno local permite fortalecer todo el sistema de gobierno. La coherencia de
estos enfoques puede ayudar a crear gobiernos confiables y sostenibles a nivel local, regional y nacional.
Esta Norma Internacional ha sido preparada para proporcionar directrices, a nivel mundial, a los
gobiernos locales para la comprensión y la implementación de un sistema de gestión de la calidad
que cumpla con los requisitos de la Norma ISO 9001:2008 a fin de satisfacer las necesidades y las
expectativas de sus ciudadanos.
El Anexo A proporciona información sobre algunos procesos típicos de los gobiernos locales. Y el
Anexo B proporciona la descripción de un modelo de diagnóstico que se puede utilizar como punto de
partida para la implementación de un sistema de gestión de calidad integral con el objetivo de lograr un
gobierno local confiable.
Las etapas relativas en la implementación de un sistema de gestión de la calidad, y el papel de esta
norma se pueden ver de manera esquemática en la Figura 1.
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ISO 18091:2014 (traducción oficial)
Figura 1 — Diagrama esquemático para mostrar el posicionamiento de la Norma ISO 18091
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ISO 18091:2014 (traducción oficial)
En esta Norma Internacional, el texto reproducido de la Norma ISO 9001:2008 (incluyendo la Figura 1)
está colocada en cuadros, a fin de distinguirlo de la orientación específica del sector proporcionada
para cada capítulo.
ISO 9001:2008, Sistemas de Gestión de la Calidad — Requisitos
Introducción
0.1 Generalidades
La adopción de un sistema de gestión de la calidad debería ser una decisión estratégica de la organización. El
diseño y la implementación del sistema de gestión de la calidad de una organización están influenciados por:
a) entorno de la organización, los cambios en ese entorno y los riesgos asociados con ese entorno,
b) sus necesidades cambiantes,
c) sus objetivos particulares,
d) los productos que proporciona,
e) los procesos que emplea,
f) su tamaño y la estructura de la organización.
No es el propósito de esta Norma Internacional proporcionar uniformidad en la estructura de los sistemas de
gestión de la calidad o en la documentación.
Los requisitos del sistema de gestión de la calidad especificados en esta Norma Internacional son complementarios
a los requisitos para los productos. La información identificada como “NOTA” se presenta a modo de orientación
para la comprensión o clarificación del requisito correspondiente.
Esta Norma Internacional pueden utilizarla partes internas y externas, incluyendo organismos de certificación,
para evaluar la capacidad de la organización para cumplir los requisitos del cliente, los legales y los reglamentarios
aplicables al producto y los propios de la organización.
En el desarrollo de esta Norma Internacional se han tenido en cuenta los principios de gestión de la calidad enun-
ciados en las Normas ISO 9000 e ISO 9004.
Las directrices en esta Norma Internacional pretenden ayudar a las organizaciones del gobierno
local a relacionar los conceptos de gestión de la calidad descritos en las Normas ISO 9000, ISO 9001,
ISO 9004 y normas asociadas, con la práctica y la terminología comúnmente empleada en el contexto
del gobierno local.
NOTA 1 El empleo de los términos y las definiciones presentados en estas directrices pueden variar de acuerdo
con la cultura, prácticas y costumbres de cada ubicación y región en la que el gobierno local esté localizado. Véase
también la orientación sobre terminología que se encuentra en la Referencia [18].
Se espera que los empleados, funcionarios y representantes del gobierno local reciban, comprendan y
apliquen un plan de desarrollo o programa de trabajo a corto o mediano plazo. Sin embargo, el plan o
programa mismo no asegura que se satisfagan las necesidades y expectativas de la comunidad local si
los procesos necesarios para la implementación eficaz de dichos planes o programas son deficientes
o no existen. La necesidad de evitar estas deficiencias ha motivado la elaboración de esta Norma
Internacional para ayudar a los gobiernos locales en la implementación de un sistema de gestión de la
calidad eficaz.
Esta Norma Internacional no presupone que el gobierno local busque la certificación de su sistema
de gestión de la calidad, aunque podrían elegir obtener la certificación de acuerdo con la Norma
ISO 9001:2008, si lo desean. Las auditorías de calidad internas pueden proporcionar la verificación del
cumplimiento con los requisitos, junto con el control de quejas de clientes, usuarios, ciudadanos y la
comunidad local en general.
Cualquier sistema de gestión de la calidad estará influenciado por las diferentes políticas, objetivos,
diversos métodos de trabajo, disponibilidad de recursos y prácticas administrativas específicas para
cada gobierno local. Por lo tanto, se puede esperar que los detalles de cada sistema de gestión de la
calidad varíen en cada gobierno local. El método detallado de implementación del sistema de gestión
de la calidad no es lo importante; lo que importa es que el sistema de gestión de la calidad produzca
resultados eficaces, coherentes y fiables. Es importante que el sistema de gestión de la calidad sea tan
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ISO 18091:2014 (traducción oficial)
simple como sea posible para que funcione adecuadamente. Tiene que ser suficientemente comprensible
para cumplir las políticas y los objetivos de calidad del gobierno local.
A fin de lograr el objetivo de un gobierno local confiable, receptivo y transparente, no es necesario
buscar la certificación según la Norma ISO 9001:2008, aunque esto se pudiera promover por iniciativas
de los gobiernos regionales o nacionales. Tampoco se pretende que la conformidad con la Norma
ISO 9001:2008 sea un objetivo final en sí mismo; una vez que el gobierno local ha alcanzado un nivel
que le permita proporcionar a la comunidad local productos/servicios coherentes y conformes, es
importante que observe más allá de la conformidad con los requisitos, y que considere usar la Norma
ISO 9004 y/u otros modelos de excelencia, para mejorar su eficiencia global.
NOTA 2 Para una mejor comprensión de los modelos de excelencia, véase la Norma ISO 9004:2009, Anexo A
(Herramienta de autoevaluación) y los modelos de los premios de calidad.
De acuerdo con la Norma ISO 9000:2005 para que una organización tenga éxito, necesita ser guiada y
que la dirijan y controlen de manera sistemática y transparente. Esto resulta particularmente cierto
para el gobierno local, donde la transparencia y la responsabilidad hacia sus clientes/ciudadanos es
vital para ganarse su confianza y credibilidad. El éxito sostenido sólo resultará de la implementación de
un sistema integral de gestión de la calidad que esté dirigido a las necesidades y expectativas de todas
las partes interesadas.
Entonces, es importante que el sistema de gestión de la calidad de un gobierno local confiable y con éxito
cubra todas las actividades y procesos que pueden afectar a su capacidad de satisfacer las necesidades y
expectativas de sus clientes/ciudadanos, los requisitos legales y reglamentarios aplicables al producto
y los requisitos del propio gobierno local, así como los de otras partes interesadas, tales como los
gobiernos regionales o nacionales.
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ISO 18091:2014 (traducción oficial)
0.2 Enfoque basado en procesos
ISO 9001:2008 Sistemas de Gestión de la Calidad – Requisitos
Introducción
0.2 Enfoque basado en procesos
Esta Norma Internacional promueve la adopción de un enfoque basado en procesos cuando se desarrolla, imple-
menta y mejora la eficacia de un sistema de gestión de la calidad, para aumentar la satisfacción del cliente mediante
el cumplimiento de sus requisitos.
Para que una organización funcione de manera eficaz, tiene que determinar y gestionar numerosas actividades
relacionadas entre sí. Una actividad o un conjunto de actividades que utiliza recursos, y que se gestiona con el fin
de permitir que los elementos de entrada se transformen en resultados, se puede considerar como un proceso.
Frecuentemente el resultado de un proceso constituye directamente el elemento de entrada del siguiente proceso.
La aplicación de un sistema de procesos dentro de la organización, junto con la identificación e interacciones
de estos procesos, así como su gestión para producir el resultado deseado, puede denominarse como “enfoque
basado en procesos”.
Una ventaja del enfoque basado en procesos es el control continuo que proporciona sobre los vínculos entre los
procesos individuales dentro del sistema de procesos, así como sobre su combinación e interacción.
Un enfoque de este tipo, cuando se utiliza dentro de un sistema de gestión
...
SLOVENSKI STANDARD
oSIST ISO/DIS 18091:2012
01-november-2012
Sistemi vodenja kakovosti - Smernice za uporabo standarda ISO 9001:2008 v
lokalni oblasti
Quality management systems - Guidelines for the application of ISO 9001:2008 in local
government
Systèmes de management de la qualité - Lignes directrices pour l'application de l'ISO
9001:2008 à la collectivité locale
Ta slovenski standard je istoveten z: ISO/DIS 18091
ICS:
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST ISO/DIS 18091:2012 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST ISO/DIS 18091:2012
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oSIST ISO/DIS 18091:2012
DRAFT INTERNATIONAL STANDARD ISO/DIS 18091
ISO/TC 176 Secretariat: SCC
Voting begins on Voting terminates on
2012-09-27 2013-02-27
INTERNATIONAL ORGANIZATION FOR STANDARDIZATION • МЕЖДУНАРОДНАЯ ОРГАНИЗАЦИЯ ПО СТАНДАРТИЗАЦИИ • ORGANISATION INTERNATIONALE DE NORMALISATION
Quality management systems — Guidelines for the application
of ISO 9001:2008 in local government
Systèmes de management de la qualité — Lignes directrices pour l'application de l'ISO 9001:2008 à la
collectivité locale
[Revision of second edition (IWA 4:2009)]
ICS 03.120.10
ISO/CEN PARALLEL PROCESSING
This draft has been developed within the International Organization for Standardization (ISO), and
processed under the ISO-lead mode of collaboration as defined in the Vienna Agreement.
This draft is hereby submitted to the ISO member bodies and to the CEN member bodies for a parallel
five-month enquiry.
Should this draft be accepted, a final draft, established on the basis of comments received, will be
submitted to a parallel two-month approval vote in ISO and formal vote in CEN.
To expedite distribution, this document is circulated as received from the committee
secretariat. ISO Central Secretariat work of editing and text composition will be undertaken at
publication stage.
Pour accélérer la distribution, le présent document est distribué tel qu'il est parvenu du
secrétariat du comité. Le travail de rédaction et de composition de texte sera effectué au
Secrétariat central de l'ISO au stade de publication.
THIS DOCUMENT IS A DRAFT CIRCULATED FOR COMMENT AND APPROVAL. IT IS THEREFORE SUBJECT TO CHANGE AND MAY NOT BE
REFERRED TO AS AN INTERNATIONAL STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS BEING ACCEPTABLE FOR INDUSTRIAL, TECHNOLOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN NATIONAL REGULATIONS.
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT, WITH THEIR COMMENTS, NOTIFICATION OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPORTING DOCUMENTATION.
© International Organization for Standardization, 2012
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oSIST ISO/DIS 18091:2012
ISO/DIS 18091
Copyright notice
This ISO document is a Draft International Standard and is copyright-protected by ISO. Except as permitted
under the applicable laws of the user’s country, neither this ISO draft nor any extract from it may be
reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic,
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Reproduction may be subject to royalty payments or a licensing agreement.
Violators may be prosecuted.
ii © ISO 2012 – All rights reserved
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oSIST ISO/DIS 18091:2012
Quality Management Systems — Guidelines for the ISO/DIS 18091
application of ISO 9001:2008 in local government
CONTENT
PAGE
FOREWORD. V
INTRODUCTION . VI
0.1 GENERAL. IX
0.2 PROCESS APPROACH IN LOCAL GOVERNMENT. XII
1 SCOPE FOR LOCAL GOVERNMENT .1
1.1 GENERAL .1
1.2 APPLICATION IN LOCAL GOVERNMENT .2
2 NORMATIVE REFERENCES .2
3 TERMS AND DEFINITIONS IN LOCAL GOVERNMENT .3
4 QUALITY MANAGEMENT SYSTEMS IN LOCAL GOVERNMENT .8
4.1 GENERAL REQUIREMENTS.8
4.2 DOCUMENTATION IN LOCAL GOVERNMENT.10
4.2.1 General .10
4.2.2 Quality manual in local government.11
4.2.3 Control of documents in local governments.11
4.2.4 Control of records in local government .12
5 MANAGEMENT RESPONSIBILITY IN LOCAL GOVERNMENT .13
5.1 MANAGEMENT COMMITMENT .13
5.2 CUSTOMER/CITIZEN APPROACH IN LOCAL GOVERNMENT.14
5.3 QUALITY POLICY IN LOCAL GOVERNMENT.14
5.4 PLANNING IN LOCAL GOVERNMENT.15
5.4.1 Quality objectives.15
5.4.2 Quality management system planning.16
5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION IN LOCAL GOVERNMENT .16
5.5.1 Responsibility and authority .16
5.5.2 Management representative in local government.17
5.5.3 Internal communication in local government .17
5.6 MANAGEMENT REVIEW IN LOCAL GOVERNMENT .18
5.6.1 General .18
5.6.2 Review information in local government .18
5.6.3 Review outputs in the local government .19
6 RESOURCE MANAGEMENT IN LOCAL GOVERNMENT.20
6.1 PROVISION OF RESOURCES.20
6.2 HUMAN RESOURCES IN LOCAL GOVERNMENT.21
6.2.1 General .21
6.2.2 Competence, awareness and training in local government.22
6.3 INFRASTRUCTURE IN LOCAL GOVERNMENT .22
6.4 WORK ENVIRONMENT IN LOCAL GOVERNMENT .23
7 SERVICE REALIZATION IN LOCAL GOVERNMENT .24
7.1 PLANNING SERVICE REALIZATION.24
7.2 CUSTOMER/CITIZEN RELATED PROCESSES IN LOCAL GOVERNMENT.25
7.2.1 Determination of requirements related to the services .25
7.2.2 Review of requirements related to the service in local government .26
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oSIST ISO/DIS 18091:2012
ISO/DIS 18091 Quality Management Systems — Guidelines for the
application of ISO 9001:2008 in local government
7.2.3 Customer /citizen communication in local government.27
7.3 DESIGN AND DEVELOPMENT IN LOCAL GOVERNMENT.27
7.3.1 Design and development planning.28
7.3.2 Design and development inputs in local government .29
7.3.3 Design and development outputs in local government .30
7.3.4 Design and development review in local government .30
7.3.5 Design and development verification in local government.31
7.3.6 Design and development validation in local government.31
7.3.7 Control of design and development changes in local government .32
7.4 PURCHASING IN LOCAL GOVERNMENT .33
7.4.1 Purchasing process.33
7.4.2 Purchasing information in local government.33
7.4.3 Verification of purchased goods and services in local government.34
7.5 PRODUCTION AND SERVICE PROVISION IN LOCAL GOVERNMENT.34
7.5.1 Control of production and service provision.34
7.5.2 Validation of processes for production and service provision in local government .35
7.5.3 Identification and traceability in local government .36
7.5.4 Customer /citizen property in local government.37
7.5.5 Preservation of product in local government.38
7.6 CONTROL OF MONITORING AND MEASUREMENT EQUIPMENT IN LOCAL GOVERNMENT.39
8 MEASUREMENT, ANALYSIS AND IMPROVEMENT IN LOCAL GOVERNMENT .39
8.1 GENERAL .40
8.2 MONITORING AND MEASUREMENT IN LOCAL GOVERNMENT .40
8.2.1 Customer/citizen satisfaction .40
8.2.2 Internal audits in local government .41
8.2.3 Monitoring and measurement of processes in local government .42
8.2.4 Monitoring and measurement of service in local government .43
8.3 CONTROL OF NONCONFORMING SERVICE IN LOCAL GOVERNMENT.43
8.4 ANALYSIS OF DATA IN LOCAL GOVERNMENT.44
8.5 IMPROVEMENT IN LOCAL GOVERNMENT .45
8.5.1 Continual improvement .45
8.5.2 Corrective action in local government.46
8.5.3 Preventive action in local government .47
ANNEX A PROCESS FOR THE INTEGRAL QUALITY MANAGEMENT OF LOCAL GOVERNMENT.48
ANNEX B INTEGRAL DIAGNOSTIC, CHECK-UP, EVALUATION AND FOLLOW UP SYSTEM FOR
DEVELOPMENT OF RELIABLE LOCAL GOVERNMENTS.52
BIBLIOGRAPHY .61
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oSIST ISO/DIS 18091:2012
Quality Management Systems — Guidelines for the ISO/DIS 18091
application of ISO 9001:2008 in local government
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO
collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. 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 document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights
ISO xxxx:xxxx was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance,.
This first edition of this International standard cancels and replaces the second edition of IWA 4.
© ISO 2012 – All rights reserved v
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oSIST ISO/DIS 18091:2012
ISO/DIS 18091 Quality Management Systems — Guidelines for the
application of ISO 9001:2008 in local government
Introduction
One of the great challenges that societies face today is the need to develop and maintain citizens’
confidence in their governments and their institutions. In this respect, local governments have an
important role to play in creating sustainable local communities in which quality, cost effective and
consistent public services help to promote sustainable economic prosperity and social justice at the local
level, by deploying and interacting with national and regional policies in a consistent and compatible
way. In extreme cases, local governments can provide stability and promote governability and
governance when these are lacking at the regional or national level. In this way, it should be possible
to build stronger regional, national and global governments working from the local level. By securing
a high quality performance of the municipal government, public policies coming from other government
levels can be corrected and improved, allowing the whole system to become stronger. This type of
coherent approach will help build reliable and consistent governments, at the local, regional and
national level.
Although the needs and expectations of local citizens can vary significantly in different parts of the
world, local governments worldwide are experiencing higher levels of democracy and pluralism, which
require them to increase their ability to carry out their mandates in an effective and transparent
way. This in turn requires sound management of the different resources and processes available to
local government in order for these to work together coherently and effectively as a system.
Local governments depend on their citizens and they should satisfy the citizen’s needs. But local
governments also depend on other level of governments, such as regional, national and International.
Citizens expect to have a community provided with all the services, safety and security, good roads, and
public transportation available, there is easiness for document proceeding, local government is
transparent, health and education systems available, infrastructure is present, and all needs are
satisfied. Citizens feel they are represented by local government, environment is protected. Citizens
also need to organize in associations, in order to focus and agree on community expectations and
needs.
International bodies provide world policies, legal structure and global vision.
Key areas for effective operation of local governments are:
• Communication with the community, applying among others surveys, suggestion boxes,
website, email, letters, assemblies, chamber meetings, claims, referenda and elections.
• Externally and internally oriented SWOT analysis, including community, associations and
higher government. Based on the outcomes of such analysis local governments should define
and when necessary update their mission, vision, strategies, objectives, goals, actions and
allocation of responsibilities.
• Improvement process should follow a structured approach, such as “Plan-Do-Check-Act” (or
PDCA) methodology, and should be applied consistently with the process approach for all
processes.
• Protect Client property.
vi © ISO 2012 – All rights reserved
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oSIST ISO/DIS 18091:2012
Quality Management Systems — Guidelines for the ISO/DIS 18091
application of ISO 9001:2008 in local government
Implementation of a quality management system based on ISO 9001:2008 is the way in which local
government can manage and control its activities, in order to satisfy the needs and expectations of the
local community. Broadly, it consists of the organizational structure together with the planning,
processes, resources and documentation that are needed to achieve the quality objectives, and to
provide continual improvement of the products and services that are being provided.
International standard ISO 9001:2008 Quality management systems – Requirements has gained
widespread acceptance as a basis for the development of such management system. Its effective
implementation provides an excellent tool for local governments to provide confidence to citizens that
their needs and expectations are fully understood and that local governments are capable to fulfil these
on a consistent basis and in a timely manner.
This International Standard has been prepared in order to provide local governments worldwide with a
consistent approach to quality management. It aims to “translate” the technical language of ISO
9001:2008 into language that is more user-friendly for people who are involved in local government. In
doing so, the intent is to stimulate and facilitate the use of ISO 9001:2008 in local government.
However, since the specific circumstances of local governments in different regions and cultures are
different, it is important to recognize that there is no single prescribed way of implementing a quality
management system that is based on ISO 9001:2008. It is up to individual local governments to adapt
the examples that are provided in this International Standard for their own particular situation and
circumstances.
Although some local government organizations may have implemented ISO 9001:2008 partially, for
specific services, the objective of this International Standard is to promote the use of the standard on an
integral basis throughout the whole range of services provided including any contingency requirements.
The Annexes to this International Standard provide a set of key public policies expressed in services
and associated processes that local governments should strive to provide, and a simple methodology by
which to assess their degree of effectiveness and maturity.
In order to achieve the objective of a reliable, responsive and transparent local government, it is not
necessary to seek certification to ISO 9001:2008, although this might be encouraged by regional or
national government initiatives. Nor should conformity to ISO 9001:2008 be regarded as a final
objective in itself – once a local government has achieved a level that allows it to provide consistent,
conforming services to the local community, it should look beyond conformance to requirements,
and consider the utilization of ISO 9004 and/or other excellence models to improve its overall
efficiency.
The objective of this International Standard is to establish guidelines to help local governments
understand and implement a quality management system that meets the requirements of ISO
9001:2008, in order to meet the needs and expectations of its citizens. Annex A provides information
about some typical local government processes, and Annex B gives a description of a diagnostic model
that can be used as a starting point for the implementation of an integral quality management system for
a reliable local government.
In this way, in the implementation process of this standard it is recommended to use first the annex B
with the top management to be followed later by all the operational areas organised with the annex B
seeing to match their each mission with the correspondent indicator looking for its appropriation. Each
area can use the self-diagnosis tool interpreting technically how its own indicator is deployed in its
different components in order explore where they are in outputs terms in the common diagnosis. It can
be the core of the quality objectives in each area. Immediately after that, Annex A can be used to
identify the correspondent process to every annex B output. The quality management system planning
(5.4.2) can include the activities necessary to achieve every quality objective using in each area the
© ISO 2012 – All rights reserved vii
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oSIST ISO/DIS 18091:2012
ISO/DIS 18091 Quality Management Systems — Guidelines for the
application of ISO 9001:2008 in local government
correspondent indicator from annex B. In this way, all of the guidelines in this International Standard
could help to implement in an integral way a quality management system in any local government,
independently of its dimension, organisation, urban or rural category or geographical situation.
The relative stages in the implementation of a quality management system and the role of this
International Standard can be seen schematically in Figure 1 below.
EXCEXCELELLENCLENCE ME MOODELS DELS
ISOISO 90 900404::22000000
ISO 9001:2008
IISSOO 90 9001:01:22000000
ReRelialiabilibilityty Li Linene
ReRelialiabilbiliittyy L Liinene
Figure 1 – Schematic diagram to show the positioning of this International Standard
This International Standard has been prepared in order to provide local governments worldwide with a
consistent approach to quality management, not only related to products and services in strict sense, but
also with public policies expressed in services, which are essential to local governments’ actions. It aims
to “translate” the technical language of ISO 9001:2008 into language that is more user-friendly for
people who are involved in local government, from politicians to technicians, from representatives, and
statesmen or stateswomen to officers, operators, suppliers and citizens. In this sense, one of its
objectives is to help to make politically possible the technically indispensable.
In doing so, the intent is to stimulate and facilitate the use of ISO 9001:2008 in local government.
However, since the specific circumstances of local governments in different regions and cultures will
necessarily be different, it is important to recognize that there is no single prescribed way of implementing
a quality management system that is based on ISO 9001:2008. It is up to individual local governments to
adapt the examples that are provided in this International Standard for their own particular situation and
circumstances.
NOTE 1 Each clause of the ISO 9001:2008 is bordered with a continuous and solid line with normal font.
The guideline text of this International Standard is shown in italics, without a border and appears directly
below the boxed ISO 9001:2008 text for each clause.
viii © ISO 2012 – All rights reserved
IISSOO//IIWWAA 44
NNotot rreelliiaablblee
RReeliliababllee
EfEf
ffiicicienentt
EExxcceellellentnt
QQuuaalitlityy L Leevelvelss in in
LoLoccaall Go Govveernrnmmeentntss
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oSIST ISO/DIS 18091:2012
Quality Management Systems — Guidelines for the ISO/DIS 18091
application of ISO 9001:2008 in local government
NOTE 2 Figure 1 of ISO 9001:2008 is also bordered with a continuous and solid line.
NOTE 3 For a better understanding of excellence models see Annex A of ISO 9004:2009 Self-
assessment tool, and the national quality prizes models.
0.1 General
The adoption of a quality management system should be a strategic decision of an organization. The design and
implementation of an organization‘s quality management system is influenced by:
a) its organizational environment, changes in that environment, and the risks associated with that environment;
b) its varying needs;
c) its particular objectives;
d) the products it provides;
e) the processes it employs;
f) its size and organizational structure.
It is not the intent of this International Standard to imply uniformity in the structure of quality management systems or
uniformity of documentation.
The quality management system requirements specified in this International Standard are complementary to
requirements for products. Information marked "NOTE" is for guidance in understanding or clarifying the associated
requirement.
This International Standard can be used by internal and external parties, including certification bodies, to assess the
organization‘s ability to meet customer, statutory and regulatory requi
...
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