SO9004:2000E) 6.2.2 Competence, awareness and training 6.2.2.1 Competence Management should ensure that the necessary competence is available for the effective and efficient operation of the organization. Management should consider analysis of both present and expecte competence needs as compared to the competence already existing in the organization Consideration of the need for competence includes sources such as future demands related to strategic and operational plans and objectives, anticipated management and workforce succession needs, changes to the organizations processes, tools and equipment -evaluation of the competence of individual people to perform defined activities, and statutory and regulatory requirements, and standards, affecting the organization and its interested parties 6.2.2.2 Awareness and train Planning for education and training needs should take account of change caused by the nature of the organization's processes, the stages of development of people and the culture of the organization The objective is to provide people with knowledge and skills which, together with experience, improve their competence Education and training should emphasize the importance of meeting requirements and the needs and expectations of the customer and other interested parties. It should also include awareness of the ces to the compete To support the achievement of the organization's objectives and the development of its people, planning for education and training should consider experience of people tacit and explicit knowledge, leadership and management skill planning and improvement tools, problem solving, communication skills, culture and social behaviour. knowledge of markets and the needs and expectations of customers and other interested parties, and tivity and innovation To facilitate the involvement of people, education and training also include the vision for the future of the organization, the organizations policies and objectives, organizational change and development, the initiation ad implementation of improvement processes benefits from creativity and innovation, the organizations impact on society
ISO 9004:2000(E) 16 6.2.2 Competence, awareness and training 6.2.2.1 Competence Management should ensure that the necessary competence is available for the effective and efficient operation of the organization. Management should consider analysis of both the present and expected competence needs as compared to the competence already existing in the organization. Consideration of the need for competence includes sources such as -future demands related to strategic and operational plans and objectives, -anticipated management and workforce succession needs, -changes to the organization’s processes, tools and equipment, -evaluation of the competence of individual people to perform defined activities, and -statutory and regulatory requirements, and standards, affecting the organization and its interested parties. 6.2.2.2 Awareness and training Planning for education and training needs should take account of change caused by the nature of the organization’s processes, the stages of development of people and the culture of the organization. The objective is to provide people with knowledge and skills which, together with experience, improve their competence. Education and training should emphasize the importance of meeting requirements and the needs and expectations of the customer and other interested parties. It should also include awareness of the consequences to the competence. To support the achievement of the organization’s objectives and the development of its people, planning for education and training should consider - experience of people, - tacit and explicit knowledge, - leadership and management skills, - planning and improvement tools, - teambuilding, - problem solving, - communication skills, - culture and social behaviour, - knowledge of markets and the needs and expectations of customers and other interested parties, and - creativity and innovation. To facilitate the involvement of people, education and training also include - the vision for the future of the organization, - the organization’s policies and objectives, - organizational change and development, - the initiation ad implementation of improvement processes, - benefits from creativity and innovation, - the organization’s impact on society
SO9004:2000E) introductory programmes for new people, and periodic refresher programmes for people already trained Training plans should include programmes and methods, resources needed dentification of necessary internal support evaluation in terms of enhanced competence of people, and measurement of the effectiveness and the impact on the organization The education and training provided should be evaluated in terms of expectations and impact on the effectiveness and efficiency of the organization as a means of improving future training plans Iso 9001: 2000, Quality management systems-Requirements 6.2.2 Competence, awareness and training The organization shall a) determine the necessary competence for personnel performing work affecting product quality b) provide training or take other actions to satisfy these needs c)evaluate the effectiveness of the actions taken d)ensure that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives, and e) maintain appropriate records of education, training, skills and experience 6.3 Infrastructure Management should define the infrastructure necessary for the realization of products while considering the needs and expectations of interested parties. The infrastructure includes resources such as plant, workspace, tools and equipment, support services, information and communication technology, and The process to define the infrastructure necessary for achieving effective and efficient product realization should include the following a) provision of an infrastructure, defined in terms such as objectives, function, performance, availability urity and renew b)development and implementation of maintenance methods to ensure that the infrastructure continues to meet the organization's needs these methods should consider the type and frequency of maintenance and verification of operation of each infrastructure element, based on its criticality and usage, c)evaluation of the infrastructure against the needs and expectations of interested parties d)consideration of environmental issues associated with infrastructure, such as conservation, pollution waste and recycling Natural phenomena that cannot be controlled can impact the infrastructure. The plan for the infrastructure should consider the identification and mitigation of associated risks and should include strategies to protect the interests of interested parties
ISO 9004:2000(E) 17 - introductory programmes for new people, and - periodic refresher programmes for people already trained. Training plans should include - objectives, - programmes and methods, - resources needed, - identification of necessary internal support, - evaluation in terms of enhanced competence of people, and - measurement of the effectiveness and the impact on the organization. The education and training provided should be evaluated in terms of expectations and impact on the effectiveness and efficiency of the organization as a means of improving future training plans. 6.3 Infrastructure Management should define the infrastructure necessary for the realization of products while considering the needs and expectations of interested parties. The infrastructure includes resources such as plant, workspace, tools and equipment, support services, information and communication technology, and transport facilities. The process to define the infrastructure necessary for achieving effective and efficient product realization should include the following: a) provision of an infrastructure, defined in terms such as objectives, function, performance, availability, cost, safety, s3ecurity and renewal; b) development and implementation of maintenance methods to ensure that the infrastructure continues to meet the organization’s needs; these methods should consider the type and frequency of maintenance and verification of operation of each infrastructure element, based on its criticality and usage; c) evaluation of the infrastructure against the needs and expectations of interested parties; d) consideration of environmental issues associated with infrastructure, such as conservation, pollution, waste and recycling. Natural phenomena that cannot be controlled can impact the infrastructure. The plan for the infrastructure should consider the identification and mitigation of associated risks and should include strategies to protect the interests of interested parties. ISO 9001:2000, Quality management systems – Requirements 6.2.2 Competence, awareness and training The organization shall a) determine the necessary competence for personnel performing work affecting product quality, b) provide training or take other actions to satisfy these needs, c) evaluate the effectiveness of the actions taken, d) ensure that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives, and e) maintain appropriate records of education, training, skills and experience
ISO9004:20006E) ISo 9001: 2000, Quality management systems-Requirements 6.3 Infrastructure The organization shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements. Infrastructure includes, as applicable a)buildings, workspace and associated utilities, b)process equipment(both hardware and software), and c)supporting services(such as transport or communication 6.4 Work environment Management should ensure that the work environment has a positive influence on motivation, satisfaction and performance of people in order to enhance the performance of the organization. Creation of a suitable work environment, as a combination of human and physical factors, should include consideration of creative work methods and opportunities for greater involvement to realize the potential of people in safety rules and guidance, including the use of protective equipment, ergonomIcs, place locati facilities for people in the organization heat, humidity, light, airflow, and hygiene, cleanliness, noise, vibration and pollution. ISo 9001: 2000, Quality management systems - Requirements 6.4 Work environment shall determine and manage the work environment needed to achieve conformity to product requirements. 6.5 Information Management should treat data as a fundamental resource for conversion to information and the continual development of an organizations knowledge, which is essential for making factual decisions and can stimulate innovation. In order to manage information, the organization should identify its information needs identify and access internal and external sources of information convert information to knowledge of use to the organization use the data, information and knowledge to set and meet its strategies and objectives, ensure appropriate security and confidentiality, and evaluate the benefits derived from use to the information in order to improve managing information and knowledg( 8
ISO 9004:2000(E) 18 6.4 Work environment Management should ensure that the work environment has a positive influence on motivation, satisfaction and performance of people in order to enhance the performance of the organization. Creation of a suitable work environment, as a combination of human and physical factors, should include consideration of - creative work methods and opportunities for greater involvement to realize the potential of people in the organization, - safety rules and guidance, including the use of protective equipment, - ergonomics, - workplace location, - social interaction, - facilities for people in the organization, - heat, humidity, light, airflow, and - hygiene, cleanliness, noise, vibration and pollution. 6.5 Information Management should treat data as a fundamental resource for conversion to information and the continual development of an organization’s knowledge, which is essential for making factual decisions and can stimulate innovation. In order to manage information, the organization should - identify its information needs, - identify and access internal and external sources of information, - convert information to knowledge of use to the organization, - use the data, information and knowledge to set and meet its strategies and objectives, - ensure appropriate security and confidentiality, and - evaluate the benefits derived from use to the information in order to improve managing information and knowledge. ISO 9001:2000, Quality management systems – Requirements 6.3 Infrastructure The organization shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements. Infrastructure includes, as applicable a) buildings, workspace and associated utilities, b) process equipment (both hardware and software), and c) supporting services (such as transport or communication). ISO 9001:2000, Quality management systems – Requirements 6.4 Work environment The organization shall determine and manage the work environment needed to achieve conformity to product requirements
SO9004:2000E) 6.6 Suppliers and partnerships Management should establish relationships with suppliers and partners to promote and facilitate communication with the aim of mutually improving the effectiveness and efficiency of processes that create value. There are various opportunities for organizations to increase value through working with their suppliers and partners, such as optimizing the number of suppliers and partners, establishing two-way communication at appropriate levels in both organizations to facilitate the rapid solution of problems, and to avoid costly delays or disputes, ooperating with suppliers in validation of the capability of their processes monitoring the ability of suppliers to deliver conforming products with the aim of eliminating redundant verifications, encouraging suppliers to implement programmes for continual improvement of performance and to participate in other joint improvement initiatives, involving suppliers in the organization's design and development activities to share knowledge and effectively and efficiently improve the realization and delivery processes for conforming products, involving partners in identification of purchasing needs and joint strategy development, and evaluating, recognizing and rewarding efforts and achievements by suppliers and partner 6. 7 Natural resources Consideration should be given to the availability of natural resources that can influence the performance of the organization. While such resources are often out of the direct control of the organization, they can have significant positive or negative effects on its results, The organization should have plans, or contingency plans, to ensure the availability or replacement of these resources in order to prevent or minimize negative effects on the performance of the organization 6. 8 Financial resources Resource management should include activities for determining the needs for, and sources of, financial resources. The control of financial resources should include activities for comparing actual usage against plans, and taking necessary action Management should plan, make available and control the financial resources necessary to implement and maintain an effective and efficient quality management system and to achieve the organizations objectives Management should also consider the development of innovative financial methods to support and encourage improvement of the organization's performance Improving the effectiveness and efficiency of the quality management system can influence positively the financial results of the organization, for example a)internally, by reducing process and product failures, or waste in material and time, or b)externally, by reducing product failures, costs of compensation under guarantees and warranties, and costs of lost customers and markets Reporting of such matters an also provide a means of determining ineffective or inefficient activities, and Initiating suitable improvement actions The financial reporting of activities related to the performance of the quality management system and product conformity should be used in management reviews
ISO 9004:2000(E) 19 6.6 Suppliers and partnerships Management should establish relationships with suppliers and partners to promote and facilitate communication with the aim of mutually improving the effectiveness and efficiency of processes that create value. There are various opportunities for organizations to increase value through working with their suppliers and partners, such as - optimizing the number of suppliers and partners, - establishing two-way communication at appropriate levels in both organizations to facilitate the rapid solution of problems, and to avoid costly delays or disputes, - cooperating with suppliers in validation of the capability of their processes, - monitoring the ability of suppliers to deliver conforming products with the aim of eliminating redundant verifications, - encouraging suppliers to implement programmes for continual improvement of performance and to participate in other joint improvement initiatives, - involving suppliers in the organization’s design and development activities to share knowledge and effectively and efficiently improve the realization and delivery processes for conforming products, - involving partners in identification of purchasing needs and joint strategy development, and - evaluating, recognizing and rewarding efforts and achievements by suppliers and partners. 6.7 Natural resources Consideration should be given to the availability of natural resources that can influence the performance of the organization. While such resources are often out of the direct control of the organization, they can have significant positive or negative effects on its results, The organization should have plans, or contingency plans, to ensure the availability or replacement of these resources in order to prevent or minimize negative effects on the performance of the organization. 6.8 Financial resources Resource management should include activities for determining the needs for, and sources of, financial resources. The control of financial resources should include activities for comparing actual usage against plans, and taking necessary action. Management should plan, make available and control the financial resources necessary to implement and maintain an effective and efficient quality management system and to achieve the organization’s objectives. Management should also consider the development of innovative financial methods to support and encourage improvement of the organization’s performance. Improving the effectiveness and efficiency of the quality management system can influence positively the financial results of the organization, for example a) internally, by reducing process and product failures, or waste in material and time, or b) externally, by reducing product failures, costs of compensation under guarantees and warrantie4s, and costs of lost customers and markets. Reporting of such matters an also provide a means of determining ineffective or inefficient activities, and initiating suitable improvement actions. The financial reporting of activities related to the performance of the quality management system and product conformity should be used in management reviews