NF EN ISO 9004
Quality management systems - Guidelines for performance improvements
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 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.
Le présent document décrit un ensemble d'éléments fondamentaux permettant la mise en oeuvre d'un système de management de la qualité dans l'entreprise en vue de renforcer la compétitivité, d'atteindre pour le produit la qualité requise d'une manière économiquement efficace et d'assurer la satisfaction du client. Les normes NF EN ISO 9001, NF EN ISO 9002 et NF EN ISO 9003 définissent trois modèles distincts pour l'assurance de la qualité dans le cas d'une situation contractuelle, réglementaire ou de certification.
<p>ISO 9004:2009 provides guidance to organizations to support the achievement of sustained success by a quality management approach. It is applicable to any organization, regardless of size, type and activity.</p> <p>ISO 9004:2009 is not intended for certification, regulatory or contractual use.</p>
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1 Domaine d'application1
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2 Référence normative1
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3 Termes et définitions1
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4 Système de management de la qualité2
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4.1 Management des systèmes et des processus2
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4.2 Documentation3
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4.3 Utilisation des principes de management de la qualité4
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5 Responsabilité de la direction5
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5.1 Généralités5
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5.2 Besoins et attentes des parties intéressées7
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5.3 Politique qualité9
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5.4 Planification10
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5.5 Responsabilité, autorité et communication11
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5.6 Revue de direction13
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6 Management des ressources15
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6.1 Généralités15
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6.2 Les personnes15
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6.3 Infrastructures18
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6.4 Environnement de travail18
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6.5 Informations19
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6.6 Fournisseurs et partenariats19
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6.7 Ressources naturelles19
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6.8 Ressources financières20
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7 Réalisation du produit20
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7.1 Généralités20
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7.2 Processus relatifs aux parties intéressées24
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7.3 Conception et développement25
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7.4 Achats30
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7.5 Production et préparation du service32
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7.6 Maîtrise des dispositifs de mesure et de surveillance34
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8 Mesures, analyse et amélioration35
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8.1 Généralités35
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8.2 Mesures et surveillance36
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8.3 Maîtrise des non-conformités42
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8.4 Analyse des données43
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8.5 Amélioration44
- Annexe A Lignes directrices pour l'autoévaluation48
- Annexe B Processus pour l'amélioration continue56
- Bibliographie58
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