Se acaba de publicar la nueva versión de la norma UNE-EN ISO 9004, which gives guidelines for enhancing an organisation's ability to achieve sustained success and to improve its efficiency and effectiveness through a process-based approach. The standard focuses on meeting the needs and expectations of customers and other relevant stakeholders, in the long-term and in a balanced manner, in order to achieve sustained success in a complex, demanding and ever-changing environment.
These guidelines are coherent with the quality management principles set out in the standard UNE-EN ISO 9000:2015. In comparison with the standard UNE-EN ISO 9001, which focuses on demonstrating the ability to consistently provide products and services that meet customers' requirements, this document focuses on improving the organisation's ability to achieve sustained success, that is, to ensure the organisation's long-term economic survival.
The factors that affect an organisation's success change continuously over time, and adapting to these changes is essential for achieving sustained success. When considered together, efficiency, quality, agility, social responsibility, and environmental and cultural factors are an integral part of an organisation's context. Innovation, continuous improvement and the involvement of the organisation's senior management all help to achieve sustained success. The standard also provides a self-assessment tool for organisations to review the extent to which they have adopted these concepts.
This fourth edition overrides and substitutes the third edition (2009). The committee in charge of this standard is Technical Standardisation Committee 66/SC 1 Management Systems.