Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Managing for the sustained success of an organization
4.1 General
4.2 The organization's environment
4.3 Interested parties
4.4 Needs and expectations
4.5 Sustained success
5 Strategy and policy formulation, planning and deployment
5.1 General
5.2 Strategy and policy formulation
5.3 Strategy and policy planning
5.4 Strategy and policy deployment into processes and
organizational structure
5.5 Communication
6 Resource management
6.1 General
6.2 Financial resources
6.3 Human resources
6.3.1 Management of Human Resources
6.3.2 Competence of people
6.3.3 Involvement and motivation of people
6.4 Suppliers and partners
6.4.1 Suppliers, partners and partnerships
6.4.2 Suppliers and partners - selection, evaluation
and improvement of their capabilities
6.5 Infrastructure
6.6 Work environment
6.7 Knowledge, information and technology
6.8 Natural resources
7 Process management
7.1 Managing the organization's processes
7.2 Process planning
7.3 Process responsibility and authority
8 Monitoring, measurement, analysis and review
8.1 General
8.2 Monitoring
8.3 Measurement
8.3.1 General
8.3.2 Key performance indicators
8.3.3 Internal audit
8.3.4 Self-assessment
8.3.5 Benchmarking
8.4 Analyzing
8.5 Review of information gathered via monitoring
and measurement
9 Improvement, innovation and learning
9.1 General
9.2 Improvement
9.3 Innovation
9.4 Learning
Annex A (informative) - A self-assessment tool
Annex B (informative) - Quality management principles
Annex C (informative) - Correspondence between ISO 9004:2009
and ISO 9001:2008
Bibliography