Delivering Sustained Success
Countries Regional


Business Sustainability - ISO 9004

Managing for the sustained success of an organisation
- a quality management - ISO 9004

This International Standard provides guidance to support the achievement of sustained success for any organisation in a complex, demanding, and ever-changing environment, by a quality management approach.

The sustained success of an organisation is achieved by its ability to meet the needs and expectations of its customers and other interested parties, over the long term and in a balanced way. Sustained success can be achieved by the effective management of the organisation, through awareness of the organisation's environment, by learning, and by the appropriate application of either improvements, or innovations, or both.

This International Standard promotes self-assessment as an important tool for the review of the maturity level of the organisation, covering its leadership, strategy, management system, resources and processes, to identify areas of strength and weakness and opportunities for either improvements, or innovations, or both.

This International Standard provides a wider focus on quality management than ISO 9001; it addresses the needs and expectations of all relevant interested parties and provides guidance for the systematic and continual improvement of the organisation's overall performance. An extended model of a process-based quality management system incorporating the elements of ISO 9001 and ISO 9004 is given in Figure 1.
ISO 9004 process-based quality management system


ISO 9004:2009 is about what you do after you’ve established and implemented your quality management system to keep it going and to make sure both you and your customers continue to derive benefit from your organisation. They get a reliable supplier and you get to stay in business. It also addresses one of the basic truisms of our universe: things change. Hence, the new ISO 9004, and particularly the annexes, is heavily weighted toward monitoring and periodically assessing so that you can respond to change. 

The new version of ISO 9004 was structured to facilitate this quest. The subclauses flow from the organisation’s environment, to strategic planning, through resource management to managing processes, to monitoring and analysing, and ending up with improvement, innovation, and learning. Think of it like this: “This is who we are. This is the big plan for the organisation. This is what we have to work with. This is how we do things. This is how we figure out what’s working and what isn’t. And these are the things that will allow us to still be around tomorrow—this is how we plan for our future.” Any of these can, and probably, will change over time. How your organisation handles those changes will determine your “… sustained success.” 

Use ISO 9001 to build a great quality management system. Use ISO 9004 to maintain it and to help it to become even greater. 

If you would like to learn more how ISO 9004 can bring sustained success to your organisation, why not consider our Training Workshop?


Interested in discussing your requirements? Let’s talk.

Training  /  Online training  /  Capacity building


Contact Us