VZK - Quality management and quality assurance

This document gives guidelines for realizing financial and economic benefits by applying a top-down structured approach to achieving financial and economic benefits. The structured approach uses the quality management principles and quality management system described in the ISO 9000 family of management system standards to:
a) monitor and manage trends in key performance metrics;
b) take improvement action based on the observed metrics.
This document is directed specifically to the top management of an organization.
This document is applicable to any organization, whether from the public, private or not-for-profit sector, regardless of its business model, revenue, number of employees, diversity of product and service offerings, organizational culture, complexity of processes, place or number of locations.
This document complements ISOÂ 9001:2015 and ISOÂ 9004:2018 for performance improvements and provides examples of achievable benefits from the application of concepts in those standards. This document identifies associated practical management methods and tools to assist in realizing the benefits.

This document gives guidance for the development and maintenance of the documented information necessary to support an effective quality management system, tailored to the specific needs of the organization.
This document can also be used to support other management systems, e.g. environmental or occupational health and safety management systems.

ISO 26000:2010 provides guidance to all types of organizations, regardless of their size or location, on:
concepts, terms and definitions related to social responsibility;
the background, trends and characteristics of social responsibility;
principles and practices relating to social responsibility;
the core subjects and issues of social responsibility;
integrating, implementing and promoting socially responsible behaviour throughout the organization and, through its policies and practices, within its sphere of influence;
identifying and engaging with stakeholders; and
communicating commitments, performance and other information related to social responsibility.
ISO 26000:2010 is intended to assist organizations in contributing to sustainable development. It is intended to encourage them to go beyond legal compliance, recognizing that compliance with law is a fundamental duty of any organization and an essential part of their social responsibility. It is intended to promote common understanding in the field of social responsibility, and to complement other instruments and initiatives for social responsibility, not to replace them.
In applying ISO 26000:2010, it is advisable that an organization take into consideration societal, environmental, legal, cultural, political and organizational diversity, as well as differences in economic conditions, while being consistent with international norms of behaviour.
ISO 26000:2010 is not a management system standard. It is not intended or appropriate for certification purposes or regulatory or contractual use. Any offer to certify, or claims to be certified, to ISO 26000 would be a misrepresentation of the intent and purpose and a misuse of ISO 26000:2010. As ISO 26000:2010 does not contain requirements, any such certification would not be a demonstration of conformity with ISO 26000:2010.
ISO 26000:2010 is intended to provide organizations with guidance concerning social responsibility and can be used as part of public policy activities. However, for the purposes of the Marrakech Agreement establishing the World Trade Organization (WTO), it is not intended to be interpreted as an “international standard”, “guideline” or “recommendation”, nor is it intended to provide a basis for any presumption or finding that a measure is consistent with WTO obligations. Further, it is not intended to provide a basis for legal actions, complaints, defences or other claims in any international, domestic or other proceeding, nor is it intended to be cited as evidence of the evolution of customary international law.
ISO 26000:2010 is not intended to prevent the development of national standards that are more specific, more demanding, or of a different type.

This document gives guidelines for engaging people in an organization's quality management system and on enhancing their involvement and competence within it.
This document is applicable to any organization, regardless of its size, type or activity.

This standard gives guidelines for an organization to establish, implement, maintain and improve systems for competence management and people development to positively affect outcomes related to the conformity of products and services and the needs and expectations of relevant interested parties. This document is applicable to all organizations regardless of their type or size. It does not add to, change or otherwise modify requirements for the ISO 9000 family or any other standards.

This document gives guidelines for local governments on understanding and implementing a quality
management system that meets the requirements of ISO 9001:2015, in order to meet the needs and
expectations of their customers/citizens and all other relevant interested parties by consistently
providing them with products and services.
It promotes implementing a quality management system in a responsible and accountable manner,
through the application of ISO 9001 on a comprehensive basis. These guidelines do not add, change or
modify the requirements of ISO 9001.
It is applicable to all local government processes at all levels (i.e. strategical, tactical-managerial and
operational) in order to constitute a comprehensive quality management system that focuses on the
local government achieving its objectives. The comprehensive character of this system is essential to
ensure that all the areas of the local government have a specified level of reliability (i.e. effectiveness of
the processes).
Annex A, as a starting point for users of this document, gives a diagnostic methodology for local
governments to evaluate the scope and maturity of their processes and products and services. Annex B
gives the processes necessary to provide reliable products and services to customers/citizens.

This document provides guidelines for the effective delivery of management consultancy services.
NOTE Refer to Annex A for supplementary information on ISO standards.

This document gives guidelines for planning, designing, developing, implementing, maintaining and
improving customer satisfaction codes of conduct.
This document is applicable to product- and service-related codes containing promises made to
customers by an organization concerning its behaviour. Such promises and related provisions are
aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of
codes for different organizations.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization
that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the products and
services it provides, including organizations that design customer satisfaction codes of conduct for use
by other organizations. Annex C gives guidance specifically for small businesses.
This document is aimed at customer satisfaction codes of conduct concerning individual customers
purchasing or using goods, property or services for personal or household purposes, although it is
applicable to all customer satisfaction codes of conduct.
This document does not prescribe the substantive content of customer satisfaction codes of conduct,
nor does it address other types of codes of conduct, such as those that relate to the interaction between
an organization and its personnel, or between an organization and its suppliers.

This document specifies requirements for establishing, implementing, maintaining and improving an
energy management system (EnMS). The intended outcome is to enable an organization to follow a
systematic approach in achieving continual improvement of energy performance and the EnMS.
This document:
a) is applicable to any organization regardless of its type, size, complexity, geographical location,
organizational culture or the products and services it provides;
b) is applicable to activities affecting energy performance that are managed and controlled by the
organization;
c) is applicable irrespective of the quantity, use, or types of energy consumed;
d) requires demonstration of continual energy performance improvement, but does not define levels
of energy performance improvement to be achieved;
e) can be used independently, or be aligned or integrated with other management systems.
Annex A provides guidance for the use of this document. Annex B provides a comparison of this edition
with the previous edition.

This document gives guidelines for an organization to plan, design, develop, operate, maintain and
improve an effective and efficient dispute-resolution process for complaints that have not been resolved
by the organization.
This document is applicable to:
— complaints relating to the organization’s products and services, the complaints-handling process or
dispute-resolution process;
— resolution of disputes arising from domestic or cross-border business activities, including those
arising from electronic commerce.
This document is intended for use by any organization regardless of its type or size, or the products and
services it provides, and deals with:
— guidance on determining when and how organizations can participate in dispute resolution;
— guidance on the selection of providers and use of their services;
— top management involvement in, and commitment to, dispute resolution and deployment of adequate
resources within the organization;
— the essentials for fair, suitable, transparent and accessible dispute resolution;
— guidance on management of an organization’s participation in dispute resolution;
— monitoring, evaluating and improving the dispute-resolution process.
This document is particularly aimed at dispute resolution between an organization and
— individuals purchasing or using products and services for personal or household purposes, or
— small businesses.
This document does not apply to the resolution of other types of disputes, such as employment disputes.
It does not apply to complaints handling within an organization.

This document provides guidance on auditing management systems, including the principles of auditing,
managing an audit programme and conducting management system audits, as well as guidance on
the evaluation of competence of individuals involved in the audit process. These activities include the
individual(s) managing the audit programme, auditors and audit teams.
It is applicable to all organizations that need to plan and conduct internal or external audits of
management systems or manage an audit programme.
The application of this document to other types of audits is possible, provided that special consideration
is given to the specific competence needed.

This document gives guidelines for defining and implementing processes to monitor and measure
customer satisfaction.
This document is intended for use by any organization regardless of its type or size, or the products and
services it provides. The focus of this document is on customers external to the organization.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization
that are intended for, or required by, a customer.

This document gives guidelines for the process of complaints handling related to products and
services within an organization, including planning, design, development, operation, maintenance and
improvement. The complaints-handling process described is suitable for use as one of the processes of
an overall quality management system.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization
that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the products
and services it provides. It is also intended for use by organizations in all sectors. Annex B provides
guidance specifically for small businesses.
This document addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused environment that is open
to feedback (including complaints), resolving any complaints received, and enhancing the
organization’s ability to improve its products and services, including customer service;
b) top management involvement and commitment through adequate acquisition and deployment of
resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective and easy-to-use complaints process;
e) analysing and evaluating complaints in order to improve the quality of products and services,
including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
This document does not apply to disputes referred for resolution outside the organization or for
employment-related disputes.

This document gives guidelines for establishing, reviewing, accepting, applying and revising quality plans.
This document is applicable to quality plans for any intended output, whether a process, product,
service, project or contract, and any type or size of organization.
It is applicable whether or not the organization has a management system in conformity with ISO 9001.
This document provides guidance and does not specify requirements.
It is focused primarily on the provision of outputs and is not a guide to the planning of quality
management system development.
NOTE To avoid undue repetition of “process, product, service, project or contract”, this document uses the
term “specific case”.

This document gives guidelines for enhancing an organization’s ability to achieve sustained success.
This guidance is consistent with the quality management principles given in ISO 9000:2015.
This document provides a self-assessment tool to review the extent to which the organization has
adopted the concepts in this document.
This document is applicable to any organization, regardless of its size, type and activity.

This document provides guidelines on managing risk faced by organizations. The application of these
guidelines can be customized to any organization and its context.
This document provides a common approach to managing any type of risk and is not industry or sector
specific.
This document can be used throughout the life of the organization and can be applied to any activity,
including decision-making at all levels.

This document specifies requirements for an occupational health and safety (OH&S) management
system, and gives guidance for its use, to enable organizations to provide safe and healthy workplaces
by preventing work-related injury and ill health, as well as by proactively improving its OH&S
performance.
This document is applicable to any organization that wishes to establish, implement and maintain an
OH&S management system to improve occupational health and safety, eliminate hazards and minimize
OH&S risks (including system deficiencies), take advantage of OH&S opportunities, and address OH&S
management system nonconformities associated with its activities.
This document helps an organization to achieve the intended outcomes of its OH&S management system.
Consistent with the organization’s OH&S policy, the intended outcomes of an OH&S management system
include:
a) continual improvement of OH&S performance;
b) fulfilment of legal requirements and other requirements;
c) achievement of OH&S objectives.
This document is applicable to any organization regardless of its size, type and activities. It is applicable
to the OH&S risks under the organization’s control, taking into account factors such as the context in
which the organization operates and the needs and expectations of its workers and other interested
parties.
This document does not state specific criteria for OH&S performance, nor is it prescriptive about the
design of an OH&S management system.
This document enables an organization, through its OH&S management system, to integrate other
aspects of health and safety, such as worker wellness/wellbeing.
This document does not address issues such as product safety, property damage or environmental
impacts, beyond the risks to workers and other relevant interested parties.
This document can be used in whole or in part to systematically improve occupational health and
safety management. However, claims of conformity to this document are not acceptable unless all its
requirements are incorporated into an organization’s OH&S management system and fulfilled without
exclusion.

This document gives guidelines for the application of quality management in projects.
It is applicable to organizations working on projects of varying complexity, small or large, of short
or long duration, being an individual project to being part of a programme or portfolio of projects, in
different environments, and irrespective of the kind of product/service or process involved, with the
intention of satisfying project interested parties by introducing quality management in projects. This
can necessitate some tailoring of the guidance to suit a particular project.
This document is not a guide to project management itself. Guidance on quality in project management
processes is presented in this document. Guidance on project management and related processes is
covered in ISO 21500.
This document addresses the concepts of both “quality management in projects” and “quality
management systems in projects”. These are distinguished by being addressed separately by the
following topics and clauses:
― quality management in projects includes: quality management systems in projects (Clause 4);
management responsibility in projects (Clause 5); resource management in projects (Clause 6);
product/service realization in projects (Clause 7); and measurement, analysis and improvement in
projects (Clause 8);
― quality management systems in projects includes: project characteristics (4.1); quality management
principles in projects (4.2); project quality management processes (4.3); and a quality plan for the
project (4.4).

In addition to ISO 9001, this document specifies Good Manufacturing Practice (GMP) requirements
applicable to primary packaging materials for a quality management system where an organization
needs to demonstrate its ability to provide primary packaging materials for medicinal products,
which consistently meet customer requirements, including regulatory requirements and International
Standards.
In this document the term “if appropriate” is used several times. When a requirement is qualified by this
phrase, it is deemed to be “appropriate” unless the organization can document a justification otherwise.
This document is an application standard for the design, manufacture and supply of primary packaging
materials for medicinal products.

This document provides guidance on the use of configuration management within an organization. It is
applicable to the support of products and services from concept to disposal.

The standard specifies requirements for a quality management system in a healthcare organization

This document provides guidance on the intent of the requirements in ISO 9001:2015, with examples of
possible steps an organization can take to meet the requirements. It does not add to, subtract from, or
in any way modify those requirements.
This document does not prescribe mandatory approaches to implementation, or provide any preferred
method of interpretation.

ISO 19600:2014 provides guidance for establishing, developing, implementing, evaluating, maintaining and improving an effective and responsive compliance management system within an organization.
The guidelines on compliance management systems are applicable to all types of organizations. The extent of the application of these guidelines depends on the size, structure, nature and complexity of the organization. ISO 19600:2014 is based on the principles of good governance, proportionality, transparency and sustainability.

ISO 9000:2015 describes the fundamental concepts and principles of quality management which are universally applicable to the following:
organizations seeking sustained success through the implementation of a quality management system;
customers seeking confidence in an organization's ability to consistently provide products and services conforming to their requirements;
organizations seeking confidence in their supply chain that their product and service requirements will be met;
organizations and interested parties seeking to improve communication through a common understanding of the vocabulary used in quality management;
organizations performing conformity assessments against the requirements of ISO 9001;
providers of training, assessment or advice in quality management;
developers of related standards.
ISO 9000:2015 specifies the terms and definitions that apply to all quality management and quality management system standards developed by ISO/TC 176.

ISO 9001:2015 specifies requirements for a quality management system when an organization:
a) needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
All the requirements of ISO 9001:2015 are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides.

This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity. This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements. This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers’ confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers. The guidance given in this International Standard can complement an organization’s quality management system.

This European Standard specifies requirements and provides recommendations for energy efficiency benchmarking methodology. The purpose of energy efficiency benchmarking is to establish the relevant data and indicators on energy consumption, both technical and behavioural, qualitative and quantitative in comparing performance between or within entities. Energy efficiency benchmarking can be either internal (within a specific organisation) or external (between organisations including competitors). This standard describes how to establish the boundaries of what is being benchmarked, including for example facilities, activities, processes, products, services and organisations. This European Standard provides guidance on the criteria to be used in order to choose the appropriate level of detail for the data collection, processing and reviewing which suits the objective of the benchmarking. This European Standard does not itself state specific performance requirements with respect to energy use. For all activities related to the continual improvement cycle (such as the Plan-Do-Check-Act methodology) reference shall be made to management systems in the organisation.

This International Standard provides guidance to all types of organizations, regardless of their size or location, on:
a) concepts, terms and definitions related to social responsibility;
b) the background, trends and characteristics of social responsibility;
c) principles and practices relating to social responsibility;
d) the core subjects and issues of social responsibility;
e) integrating, implementing and promoting socially responsible behaviour throughout the organization and, through its policies and practices, within its sphere of influence;
f) identifying and engaging with stakeholders; and
g) communicating commitments, performance and other information related to social responsibility.
This International Standard is intended to assist organizations in contributing to sustainable development. It is intended to encourage them to go beyond legal compliance, recognizing that compliance with law is a fundamental duty of any organization and an essential part of their social responsibility. It is intended to promote common understanding in the field of social responsibility, and to complement other instruments and initiatives for social responsibility, not to replace them. In applying this International Standard, it is advisable that an organization take into consideration societal, environmental, legal, cultural, political and organizational diversity, as well as differences in economic conditions, while being consistent with international norms of behaviour. This International Standard is not a management system standard. It is not intended or appropriate for certification purposes or regulatory or contractual use. Any offer to certify, or claims to be certified, to ISO 26000 would be a misrepresentation of the intent and purpose and a misuse of this International Standard. As this International Standard does not contain requirements, any such certification would not be a demonstration of conformity with this International Standard. This International Standard is intended to provide organizations with guidance concerning social responsibility and can be used as part of public policy activities. However, for the purposes of the Marrakech Agreement establishing the World Trade Organization (WTO), it is not intended to be interpreted as an “international standard”, “guideline” or “recommendation”, nor is it intended to provide a basis for any presumption or finding that a measure is consistent with WTO obligations. Further, it is not intended to provide a basis for legal
actions, complaints, defences or other claims in any international, domestic or other proceeding, nor is it intended to be cited as evidence of the evolution of customary international law. This International Standard is not intended to prevent the development of national standards that are more specific, more demanding, or of a different type.

This International Standard provides guidelines beyond the requirements given in ISO 9001 in order to consider both the effectiveness and efficiency of a quality management system, and consequently the potential for improvement of the performance of an organization. When compared to ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization.
This International Standard is applicable to the processes of the organization and consequently the quality management principles on which it is based can be deployed throughout the organization. The focus of this International Standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.
This International Standard consists of guidance and recommendations and is not intended for certification, regulatory or contractual use, nor as a guide to the implementation of ISO 9001.
This Technical Report provides assistance on how the EN ISO 9004:2000 guidelines may be applied to health services, without prescribing the activities that need to be done by the health service provider; the latter should use its own professional knowledge and/or follow guidelines and protocols established by relevant professional bodies.
Even though EN ISO 9004:2000 promotes a better understanding of the EN ISO 9001:2000 requirements, its scope goes further than that. It is a technical document for managers and process owners to monitor and improve organisation performance, minimise risks, reduce costs, satisfy customers and improve competitiveness.
To fulfil the requirements of processes that have impact on patient safety this Technical Report provides an approach for improvement of risk management in the organisation.
An important value of EN ISO 9004:2000 is that it can be used for self-assessment (see Annex A) comparing the performance of the organisation with the 290 in

This document provides general terms and definitions concerning standardization and related activities. It is intended to contribute fundamentally towards mutual understanding amongst the members of CEN, CENELEC and the various governmental and nongovernmental agencies involved in standardization at international, regional and national levels. It is intended also to provide a suitable source for teaching and for reference, briefly covering basic theoretical and practical principles of standardization, certification and laboratory accreditation. It is not the aim of this document to duplicate definitions of terms adequately defined for general purposes in other authoritative international vocabularies. NOTE 1 From this point of view, particular attention is drawn to the International vocabulary of basic and general terms in metrology (VIM) jointly prepared by ISO, IEC, BIPM, IFCC, IUPAC, IUPAP and OIML, and published in 1993 (second edition). NOTE 2 In addition to the terms given in the official languages of CEN and CENELEC (English, French and German), equivalent terms provided by the relevant member bodies are given in the following languages: Russian (ru); Spanish (es); Italian (it); Dutch (nl); Swedish (sv).

ISO 10019:2005 provides guidance for the selection of quality management system consultants and the use of their services.
It is intended to assist organizations when selecting a quality management system consultant. It gives guidance on the process for evaluating the competence of a quality management system consultant and provides confidence that the organization's needs and expectations for the consultant's services will be met.

ISO/TR 10017:2003 provides guidance on the selection of appropriate statistical techniques that may be useful to an organization in developing, implementing, maintaining and improving a quality management system in compliance with ISO 9001. This is done by examining those requirements of ISO 9001 that involve the use of quantitative data, and then identifying and describing the statistical techniques that can be useful when applied to such data.
The list of statistical techniques cited in ISO/TR 10017:2003 is neither complete nor exhaustive, and does not preclude the use of any other techniques (statistical or otherwise) that are deemed to be beneficial to the organization. Furthermore, ISO/TR 10017:2003 does not attempt to prescribe which statistical technique(s) are to be used; nor does it attempt to advise on how the technique(s) are to be implemented.  
ISO/TR 10017:2003 is not intended for contractual, regulatory or certification/registration purposes. It is not intended to be used as a mandatory checklist for compliance with ISO 9001:2000 requirements. The justification for using statistical techniques is that their application would help to improve the effectiveness of the quality management system.

ISO 10012:2003 specifies generic requirements and provides guidance for the management of measurement processes and metrological confirmation of measuring equipment used to support and demonstrate compliance with metrological requirements. It specifies quality management requirements of a measurement management system that can be used by an organization performing measurements as part of the overall management system, and to ensure metrological requirements are met.
ISO 10012:2003 is not intended to be used as a requisite for demonstrating conformance with ISO 9001, ISO 14001 or any other standard. Interested parties can agree to use ISO 10012:2003 as an input for satisfying measurement management system requirements in certification activities. Other standards and guides exist for particular elements affecting measurement results, for example, details of measurement methods, competence of personnel, interlaboratory comparisons.
ISO 10012:2003 is not intended as a substitute for, or as an addition to, the requirements of ISO/IEC 17025.

ISO/TS 17582:2014 specifies requirements for a quality management system where an electoral organization  
needs to demonstrate its ability to manage elections by secret ballot, which provide reliable, transparent, free and fair results that comply with electoral requirements;
within the established legal framework, aims to enhance the trust and confidence of citizens, candidates, political organizations, and other electoral interested parties through the effective implementation of the electoral quality management system, including processes for continual improvement.  
ISO/TS 17582:2014 applies to the election period, including pre-election and post-election activities or processes.
ISO/TS 17582:2014 applies to all electoral bodies involved in any aspect of the electoral process, whether they are permanent organizations or temporary organizations established in support of a particular election period.
ISO/TS 17582:2014 is applicable to elections at all levels of government, whether local, regional or national.

ISO/IEC Guide 21-2:2005 provides methods for the following: the adoption of International Deliverables other than International Standards as regional or national deliverables; numbering of regional or national deliverables that are adoptions of International Deliverables other than International Standards.

ISO/IEC Guide 21-1:2005 provides methods for: determination of the degree of correspondence between regional or national standards and relevant International Standards; adoption of International Standards as regional or national standards; indication of technical deviations which would facilitate immediate recognition of any deviation; numbering of regional or national standards that are identical adoptions of International Standards; indication of the degree of correspondence between the regional or national standard and the International Standard.
ISO/IEC Guide 21-1:2005 does not contain any rules for the use of an International Standard in production, trade, legislation or similar activities. It also does not deal with: the adoption of regional or national standards as International Standards; adoption of regional or national standards as other regional or national standards; adoption of regional standards as national standards; or adoption in or of technical regulations.

This International Standard provides guidelines for realizing financial and economic benefits from the application of the ISO 9000 quality management principles. This International Standard is directed to top management of an organization and complements ISO 9004 for performance improvements. It provides examples of achievable benefits and identifies management methods and tools that are available to assist with the achievement of those benefits. This International Standard consists of guidelines and recommendations, and is not intended for certification, regulatory or contractual use.

This International Standard provides guidance on engaging people in an organization’s quality management system, and on enhancing their involvement and competence within it. This International Standard is applicable to any organization, regardless of size, type, or activity.

ISO 18091 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 statutory 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. 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, operational and supporting processes, and they include management processes, product/service delivery processes and any other processes needed for the effective operation of the quality management system. Annex B provides the diagnostic methodology for local governments to evaluate the scope and maturity of their processes and products/services. Using Annex B for integral diagnostics is a preferred starting point for users of this International Standard.

This International Standard is a supporting standard for ISO 31000 and provides guidance on selection and application of systematic techniques for risk assessment. Risk assessment carried out in accordance with this standard contributes to other risk management activities. The application of a range of techniques is introduced, with specific references to other international standards where the concept and application of techniques are described in greater detail. This standard does not provide specific criteria for identifying the need for risk analysis, nor does it specify the type of risk analysis method that is required for a particular application.

This standard provides recommendations and requirements (if identified and agreed) for
- offering,
- execution,
- evaluation
of management consultancy services.
The target group of the standard under preparation are MCSPs
(Management consultancy services providers)

This International Standard specifies requirements for establishing, implementing, maintaining and improving
an energy management system, whose purpose is to enable an organization to follow a systematic approach
in achieving continual improvement of energy performance, including energy efficiency, energy use and
consumption.
This International Standard specifies requirements applicable to energy use and consumption, including
measurement, documentation and reporting, design and procurement practices for equipment, systems,
processes and personnel that contribute to energy performance.
This International Standard applies to all variables affecting energy performance that can be monitored and
influenced by the organization. This International Standard does not prescribe specific performance criteria
with respect to energy.
This International Standard has been designed to be used independently, but it can be aligned or integrated
with other management systems.
This International Standard is applicable to any organization wishing to ensure that it conforms to its stated
energy policy and wishing to demonstrate this to others, such conformity being confirmed either by means of
self-evaluation and self-declaration of conformity, or by certification of the energy management system by an
external organization.
This International Standard also provides, in Annex A, informative guidance on its use.

ISO 10002 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses. This International Standard addresses the following aspects of complaints handling: a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service; b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; c) recognizing and addressing the needs and expectations of complainants; d) providing complainants with an open, effective, and easy-to-use complaints process; e) analysing and evaluating complaints in order to improve the product and customer service quality; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process.