NBN EN ISO 9004 : 2009

1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management systems
  4.1 Managing systems and processes
  4.2 Documentation
  4.3 Use of quality management principles
5 Management responsibility
  5.1 General guidance
  5.2 Needs and expectations of interested parties
  5.3 Quality policy
  5.4 Planning
  5.5 Responsibility, authority and communication
  5.6 Management review
6 Resource management
  6.1 General guidance
  6.2 People
  6.3 Infrastructure
  6.4 Work environment
  6.5 Information
  6.6 Suppliers and partnerships
  6.7 Natural resources
  6.8 Financial resources
7 Product realization
  7.1 General guidance
  7.2 Processes related to interested parties
  7.3 Design and development
  7.4 Purchasing
  7.5 Production and service operations
  7.6 Control of measurement and monitoring devices
8 Measurement, analysis and improvement
  8.1 General guidance
  8.2 Measurement and monitoring
  8.3 Control of nonconformity
  8.4 Analysis of data
  8.5 Improvement
Annexes
A Guidelines for self-assessment
B Processes for continual improvement
Bibliography

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. Applies to the processes of the organization and consequently the quality management principles on which it is based can be deployed throughout the organization.