NF EN ISO 9004 : 2009-12

Avant-propos
Introduction
1 Domaine d'application
2 Références normatives
3 Termes et définitions
4 Gestion des performances durables d'un organisme
5 Stratégie et politique
6 Management des ressources
7 Management de processus
8 Surveillance, mesure, analyse et revue
9 Amélioration, innovation et apprentissage
Annexe A (informative) - Outil d'auto-évaluation
Annexe B (informative) - Principes de management
         de la qualité
Annexe C (informative) - Correspondance entre
         l'ISO 9004:2009 et l'ISO 9001:2008
Bibliographie

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.