ISO 9004:2018

International

vISO 9004:2018, fourth edition (April 2018)

8 domains

69 controls

ISO 9004:2018 gives guidance for an organization to achieve sustained success by raising the quality of the whole organization beyond ISO 9001 conformity, with a five-level maturity self-assessment tool covering context, identity, leadership, processes, resources, performance evaluation, improvement, learning and innovation.

Verified

ISO 9004:2018 is a compliance framework from International with 8 domains and 69 controls. The largest domains are Resource management – ISO 9004:2018 (19 controls), Analysis and evaluation of an organization's performance – ISO 9004:2018 (14 controls), Process management – ISO 9004:2018 (10 controls). Every control below carries what it requires and what an assessor expects to see.

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Framework Domains (8)

Analysis and evaluation of an organization's performance – ISO 9004:2018

14 controls

Controls in the Analysis and evaluation of an organization's performance – ISO 9004:2018 domain of ISO 9004:2018: 14 controls
Code	Title	Description
iso-9004-2018::10.1	Analysis and evaluation in general	The organization should take a systematic approach to collecting, analysing and reviewing available information, then us...
iso-9004-2018::10.2	Performance indicators	The organization should measure and analyse how far it is progressing toward its mission and vision, and toward its poli...
iso-9004-2018::10.3	Performance analysis	Analysis of performance should reveal issues such as insufficient or ineffective resources, inadequate competence, gaps...
iso-9004-2018::10.4	Performance evaluation	The organization should evaluate performance from the viewpoint of interested party needs and expectations, trace and an...
iso-9004-2018::10.5	Internal audit	Internal audits should assess how far the management system conforms to the selected criteria and how well it is impleme...
iso-9004-2018::10.6	Self-assessment	Self-assessment should be used to find strengths, weaknesses and best practices across the organization and within indiv...
iso-9004-2018::10.7	Reviews of performance information	Reviews of how performance is measured, benchmarked, analyzed and evaluated, plus internal audit and self-assessment, sh...
iso-9004-2018::table-A.22	Maturity self-assessment: 10.1 performance analysis and evaluation, general	This table rates how the organization gathers and analyses information about its performance, internal activities and re...
iso-9004-2018::table-A.23	Maturity self-assessment: 10.2 performance indicators	This table rates the selection and use of performance indicators, from a handful of basic measures with unreliable data...
iso-9004-2018::table-A.24	Maturity self-assessment: 10.3 performance analysis	This table rates how deeply the organization analyses its performance, from informal or limited analysis with a few stat...
iso-9004-2018::table-A.25	Maturity self-assessment: 10.4 performance evaluation	This table rates how the organization evaluates its performance, from informal evaluation to systematic use of benchmark...
iso-9004-2018::table-A.26	Maturity self-assessment: 10.5 internal audit	This table rates the internal audit process, from audits performed reactively after problems or complaints to consistent...
iso-9004-2018::table-A.27	Maturity self-assessment: 10.6 self-assessment	This table rates the practice of self-assessment, from not being implemented through limited or ad hoc use, to consisten...
iso-9004-2018::table-A.28	Maturity self-assessment: 10.7 review	This table rates how the organization conducts reviews, from an ad hoc and usually reactive approach to regular planned...

Context of an organization – ISO 9004:2018

5 controls

Controls in the Context of an organization – ISO 9004:2018 domain of ISO 9004:2018: 5 controls
Code	Title	Description
iso-9004-2018::5.1	Understanding the context	The organization should treat understanding its context as a process that identifies the factors influencing its ability...
iso-9004-2018::5.2	Relevant interested parties	The organization should decide which interested parties are relevant, internal and external and including customers, jud...
iso-9004-2018::5.3	External and internal issues	The organization should consider external factors such as legal and regulatory requirements, sector specific requirement...
iso-9004-2018::table-A.2	Maturity self-assessment: 5.2 relevant interested parties	This table rates how the organization identifies relevant interested parties and handles their needs, expectations, risk...
iso-9004-2018::table-A.3	Maturity self-assessment: 5.3 external and internal issues	This table rates how the organization determines and addresses internal and external issues and the risks and opportunit...

Identity of an organization – ISO 9004:2018

3 controls

Controls in the Identity of an organization – ISO 9004:2018 domain of ISO 9004:2018: 3 controls
Code	Title	Description
iso-9004-2018::6.1	Identity of an organization	The identity of an organization is set by its characteristics and shaped by its mission, vision, values and culture alon...
iso-9004-2018::6.2	Mission, vision, values and culture	The organization's identity covers its mission as the reason it exists, its vision of what it aspires to become, the val...
iso-9004-2018::table-A.4	Maturity self-assessment: 6.2 mission vision values and culture	This table rates how the organization establishes its identity through mission, vision, values and culture and keeps tha...

Improvement, learning and innovation – ISO 9004:2018

9 controls

Controls in the Improvement, learning and innovation – ISO 9004:2018 domain of ISO 9004:2018: 9 controls
Code	Title	Description
iso-9004-2018::11.2	Improvement	The organization should set improvement objectives for its products and services, for its processes, for its structure a...
iso-9004-2018::11.3	Learning	The organization should use learning to drive improvement and innovation, taking inputs from experience, from the analys...
iso-9004-2018::11.4.1	Innovation general	Innovation should deliver improvement that produces new or changed products, services, processes, market position or per...
iso-9004-2018::11.4.2	Application of innovation	The organization should consider applying innovation at every level, through changes in technology, products or services...
iso-9004-2018::11.4.3	Timing and risk of innovation	The organization should assess the risks and opportunities in its innovation plans, consider the effect on managing chan...
iso-9004-2018::table-A.29	Maturity self-assessment: 11.1 improvement, learning and innovation, general	This table rates the overall maturity of improvement, learning and innovation, from activities done informally or ad hoc...
iso-9004-2018::table-A.30	Maturity self-assessment: 11.2 improvement	This table rates the improvement process, from informal activity where resources are still supplied, through defined obj...
iso-9004-2018::table-A.31	Maturity self-assessment: 11.3 learning	This table rates how the organization learns, from lessons drawn only from complaints and knowledge held individually wi...
iso-9004-2018::table-A.32	Maturity self-assessment: 11.4 innovation	This table rates innovation practice, from limited innovation with new products and services introduced without planning...

Leadership – ISO 9004:2018

8 controls

Controls in the Leadership – ISO 9004:2018 domain of ISO 9004:2018: 8 controls
Code	Title	Description
iso-9004-2018::7.1	Leadership, unity of purpose and commitment	Top management should show leadership by presenting the mission, vision, values and culture of the organization in plain...
iso-9004-2018::7.2	Policy and strategy	Top management should state the organization's intentions and direction as a policy covering the aspects that matter to...
iso-9004-2018::7.3	Objectives	Top management should define and maintain objectives drawn from policy and strategy and deploy them to the functions, le...
iso-9004-2018::7.4	Communication of policy and strategy	Communication of policy, strategy and related objectives should be meaningful, timely and continuous, since sustained su...
iso-9004-2018::table-A.5	Maturity self-assessment: 7.1 leadership general	This table rates how leadership processes create an environment where people feel involved and committed to the organiza...
iso-9004-2018::table-A.6	Maturity self-assessment: 7.2 policy and strategy	This table rates how the organization determines its policy and strategy and connects them to a strategy framework. Leve...
iso-9004-2018::table-A.7	Maturity self-assessment: 7.3 objectives	This table rates how the organization defines, maintains and deploys objectives that connect to its policy and strategy....
iso-9004-2018::table-A.8	Maturity self-assessment: 7.4 communication	This table rates how the organization plans and carries out communication about its policy, strategy and objectives. Lev...

Process management – ISO 9004:2018

10 controls

Controls in the Process management – ISO 9004:2018 domain of ISO 9004:2018: 10 controls
Code	Title	Description
iso-9004-2018::8.1	Process management	The organization should make sure every process it runs, including those delivered externally, is managed proactively so...
iso-9004-2018::8.2	Determining processes and their interactions	The organization should determine, on an ongoing basis, the processes and interactions needed to deliver outputs that sa...
iso-9004-2018::8.3	Process owners, responsibilities and authority	For every process, a person or a team should be named by the organization as process owner, matching the kind of work in...
iso-9004-2018::8.4	Managing processes as a system	The organization should run its processes and the links between them, including any provided externally, as one system,...
iso-9004-2018::table-A.10	Maturity self-assessment: 8.2 determination of processes	This table rates how the organization decides which processes it needs and how those processes interact. Level 1 is info...
iso-9004-2018::table-A.11	Maturity self-assessment: 8.3 process responsibility and authority	This table rates how the organization assigns ownership of each process and gives owners the authority and competence to...
iso-9004-2018::table-A.12	Maturity self-assessment: 8.4 alignment and linkage of processes	This table rates how well the organization aligns and links its processes so that the system performs as a whole. Level...
iso-9004-2018::table-A.13	Maturity self-assessment: 8.4 attaining higher process performance	This table rates how the organization improves its processes and their interactions in pursuit of higher performance. Le...
iso-9004-2018::table-A.14	Maturity self-assessment: 8.4 maintaining the level attained	This table rates how the organization holds on to the performance level it has reached by controlling and maintaining it...
iso-9004-2018::table-A.9	Maturity self-assessment: 8.1 process management general	This table rates how the organization manages its processes and their interactions as a system. Level 1 is informal or a...

Quality of an organization and sustained success – ISO 9004:2018

1 controls

Controls in the Quality of an organization and sustained success – ISO 9004:2018 domain of ISO 9004:2018: 1 controls
Code	Title	Description
iso-9004-2018::4.2	Managing for sustained success	Top management should pursue sustained success by meeting interested parties' needs consistently over the long term, wit...

Resource management – ISO 9004:2018

19 controls

Controls in the Resource management – ISO 9004:2018 domain of ISO 9004:2018: 19 controls
Code	Title	Description
iso-9004-2018::9.1	Determining and managing resources	The organization should identify the resources needed to achieve its objectives and manage them, taking account of relat...
iso-9004-2018::9.2.1	Attracting and retaining people	The organization should develop and run processes that attract and retain people whose competences and availability allo...
iso-9004-2018::9.2.2	Engagement of people	Top management should put in place and keep up ways of involving people, with managers at every level encouraging them t...
iso-9004-2018::9.2.3	Empowerment and motivation of people	Managers at every level should give people the information, authority and freedom they need to make decisions about thei...
iso-9004-2018::9.2.4	Competence of people	The organization should put in place and keep up a process to identify, build, assess and improve what people at every l...
iso-9004-2018::9.3	Organizational knowledge	Top management should treat organizational knowledge, taken from internal or external sources, as an intellectual asset,...
iso-9004-2018::9.4	Technology developments and adoption	Top management should take account of current and emerging technology developments that could significantly affect perfo...
iso-9004-2018::9.5.1	Infrastructure and work environment in general	The organization should decide what infrastructure and work environment its processes need, and coordinate how these are...
iso-9004-2018::9.5.2	Infrastructure	When managing infrastructure, the organization should give suitable weight to dependability, covering availability, reli...
iso-9004-2018::9.5.3	Work environment	When it sets up a work environment that is suitable, the organization should weigh physical characteristics, ergonomic w...
iso-9004-2018::9.6	Externally provided resources and partners	The organization should manage relationships with external providers and partners so that both sides create value in a m...
iso-9004-2018::9.7	Natural resources	The organization should recognise its responsibility to society for natural resources and the environment and act on tha...
iso-9004-2018::table-A.15	Maturity self-assessment: 9.1 resource management, general	This table rates how far an organization has moved from informal, ad hoc handling of the resources that support its oper...
iso-9004-2018::table-A.16	Maturity self-assessment: 9.2 people	This table rates how the organization attracts, develops, involves and retains people who are competent, engaged, empowe...
iso-9004-2018::table-A.17	Maturity self-assessment: 9.3 organizational knowledge	This table rates how the organization captures a baseline of its knowledge, develops it, and maintains and protects docu...
iso-9004-2018::table-A.18	Maturity self-assessment: 9.4 technology	This table rates how the organization identifies emerging technologies and innovations, judges their benefits, risks, op...
iso-9004-2018::table-A.19	Maturity self-assessment: 9.5 infrastructure and work environment	This table rates how the organization determines, allocates, provides, measures, monitors, improves, maintains and prote...
iso-9004-2018::table-A.20	Maturity self-assessment: 9.6 externally provided resources	This table rates the depth of partnership with external providers, from an informal approach that treats providers as tr...
iso-9004-2018::table-A.21	Maturity self-assessment: 9.7 natural resources	This table rates how the organization manages what it draws from nature, from no management at all, where use follows on...

What is ISO 9004:2018 and who does it apply to?

ISO 9004:2018 is a compliance framework from International with 8 domains and 69 controls. ISO 9004:2018 gives guidance for an organization to achieve sustained success by raising the quality of the whole organization beyond ISO 9001 conformity, with a five-level maturity self-assessment tool covering context, identity, leadership, processes, resources, performance evaluation, improvement, learning and innovation. It is used by organisations to establish and maintain compliance with industry standards and regulatory requirements.

What does ISO 9004:2018 actually require?

ISO 9004:2018 has 69 controls organised across 8 domains. The largest domains are Resource management – ISO 9004:2018 (19 controls), Analysis and evaluation of an organization's performance – ISO 9004:2018 (14 controls), Process management – ISO 9004:2018 (10 controls). Each control defines specific requirements that organisations must implement to achieve compliance.

If I already comply with another framework, how much of ISO 9004:2018 do I already cover?

ISO 9004:2018 does not currently have cross-framework mappings in our system. Check back as we continuously expand our mapping database.

How do I implement ISO 9004:2018?

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