UNE-ISO 18091:2019

1 Scope



ISO 9001:2015 Quality Management Systems Requirements

1 Scope

This International Standard specifies requirements for a quality management system when an

organization:

a) needs to demonstrate its ability to consistently provide products and services that meet customer

and applicable statutory and regulatory requirements, and

b) aims to enhance customer satisfaction through the effective application of the system, including

processes for improvement of the system and the assurance of conformity to customer and

applicable statutory and regulatory requirements.

All the requirements of this International Standard are generic and are intended to be applicable to any

organization, regardless of its type or size, or the products and services it provides.

NOTE 1 In this International Standard, the terms product or service only apply to products and services

intended for, or required by, a customer.

NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.



The objective of this International Standard is to provide local governments with guidelines for

consistently providing products and services to their customers/citizens, according to their relevant

needs and expectations. Assuring conformance to the applicable statutory and regulatory requirements

and relevant compliance commitments.

This can be achieved in a responsible (3.8) and accountable (3.9) manner, through the application of ISO

9001 on a comprehensive basis. These guidelines do not, however, add, change or modify the

requirements of ISO 9001.

It is important that all the local government s processes at all levels (i.e. strategical, tactical-managerial

and operational) constitute a comprehensive quality management system, and that the focus on the use

and further development of the quality management system is on achieving its objectives (see clause

6.2). The comprehensive character of this system is essential to ensure that all the areas of the local

government have a specified level of reliability (i.e. effectiveness of the processes).

In determining the quality management system processes, it is important that the local government

considers the processes necessary to provide reliable products and services to its customers/citizens

(see Annex B).

The processes involved are managerial, operational and supporting processes, and they include

management processes, product and service delivery processes and any other processes needed for the

effective operation of the quality management system.

Annex A provides the diagnostic methodology for local governments to evaluate the scope and maturity

of their processes and products and services. Using Annex A for comprehensive diagnostics is a good

starting point for users of this International Standard.