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International system of standards ISO (ISO) and its requirements. International Quality System: ISO Standards What is ISO 9001

In conditions of rather fierce competition, the introduction of certain quality guarantees is of fundamental and decisive importance in the choice of the buyer or consumer of services and products. specific company. At the same time, certification of quality management systems and obtaining the ISO 9001 series standard is considered the best and main guarantee.

ISO standards in Russia, including the most famous standard ISO 9001, combine many years of experience in most countries of the world in the field of quality system management and are the latest versions of the evaluation criteria for managing all work and production processes in enterprises.

ISO 9001 certified is an official document confirming the full compliance of the current quality management system with the requirements prescribed in the international standard ISO 9001.

Today, having gone through a whole range of various additions and modifications, the international standard ISO 9001 has become fully adapted and harmonized in accordance with current European standards and is aimed at maximizing the quality of products (services provided).

The ISO 9001 standard has a clear structure, consisting of 8 sections:

scope and purpose;
Normative references;
basic definitions and terms;
Quality Management System;
level of management responsibility;
management (management) of resources;
output of products (services);
analysis, measurement and improvement.

The first three sections of the standard are official and do not contain requirements and norms.

the main objective ISO 9001 is to actively encourage proper organization various production processes and the work of the company as a whole in order to comply with specific legal requirements and the most complete satisfaction of the desires and needs of consumers and partners.

The implementation of the QMS based on the receipt of ISO 9001 standards confirms that:

the company's personnel are well acquainted with their duties, rights, powers and responsibilities, and also have the necessary competence for better, more efficient and correct performance of work;
the company has predetermined processes that affect the quality of products;
all production processes are regulated and provided with all necessary resources;
conditions have been created for competent implementation production infrastructure and environments, and quality work employees of the enterprise;
system of preliminary collection and further analysis of information about production processes satisfaction of consumers and products, is optimally adjusted and provides objective information for timely adoption of the necessary decisions to improve the work of personnel and the enterprise itself;
a motivated quality-oriented system has been created;
work processes are organized with subsequent focus on the expectations of the end user, including the implementation the latest technologies improving consumer properties, parameters and characteristics of manufactured products;
internal audits are carried out, capable of ensuring continuous improvement of processes and activities;
the company has established records management and document management;
organization pays special attention competent work with suppliers and partners;
the top management of the organization is familiar with the level of quality and bears full responsibility for it;
the enterprise sets and develops quality goals and regularly plans to achieve them;
the company has a well-functioning system of responses to claims and complaints made by buyers and customers (development of effective measures to eliminate shortcomings and failures);
the process is functioning continuous improvement, allowing to provide sustainable development companies.

For each organization, the project for the development of quality systems in accordance with the ISO 9001 standard is unique and is determined on the basis of its size, types of activity, the presence of a branch network, features organizational structure, the level of development of the existing and current management system, etc.

Stages of standardization in accordance with ISO 9001

The ISO 9001 standardization process itself is not full guarantee the quality of a service or product, but gives only a set of norms and rules for the civilized activities of an organization in compliance with standard and universal step-by-step steps.

The stages of the project for the implementation and development of ISO 9001 series standards consist of the following main activities:

preparatory stage - the creation of technical specifications, calendar plans, administrative registration of works, project management plan;
assessment of the current quality management system (QMS) of the organization;
conducting training and special trainings for employees and responsible officials in company;
regulation of processes and definition of the QMS process model;
development of QMS documentation and organizational structure of management;
creation of a QMS improvement process;
execution of a cycle of internal audits;
implementation of ISO 9001 certification.

Competently and correctly developed and implemented quality management system, as well as its subsequent certification in ISO system bring a number of economic and strategic advantages to business owners.

Key Benefits of Holding an ISO 9001 Certification

The high level of competitiveness of an enterprise and its products or services in the market is directly affected by regular and continuous improvement of the company's activities as a whole. This ensures a uniform improvement in the quality of products and services offered. The main rules and regulations in this area and defines the well-known international standard ISO 9001, which is evidence of the company's production of goods High Quality and compliance of its technologies and activities with international standards.

A company that owns this certificate has a number of undeniable advantages over other enterprises that do not have such a standard, namely:

Achieving a high level of quality makes it possible to reduce the overall cost of production, as well as lower the cost of defective products;
significant improvement and optimization of current business processes;
increasing the level of cooperation;
active improvement of the quality of personnel work;
ability to streamline activities structural divisions enterprises;
the possibility of obtaining government orders and the company's entry into the international external consumer market;
increasing confidence on the part of financial and insurance organizations, which affects the investment of large investments in the development of the enterprise.

Based on this, an organization or company that adheres to the conditions and requirements of this certificate receives many useful opportunities, ranging from effective competition with other manufacturers to a significant improvement in the quality of the manufactured product or service. Even these two basic parameters can maximize and increase the profit of the company. The ISO 9001 standard in this regard is a worthy guarantee of success, longevity and prosperity of the manufacturer.

Standardization according to ISO 9001 does not eliminate the need to issue separate certificates for certain types goods, products and services included in the list of categories providing for mandatory passage certification.

ISO 9001 standard

ISO 9001 standards are international standards that describe the requirements for the quality management system of organizations and enterprises. ISO 9000 standards include ISO 9001 standards, the demand for which is increasing every day. real current version ISO9001:2008 Quality management systems. Requirements." This is the only compliance standard that can be certified. This procedure is not a mandatory certification and is carried out at the request of the applicant.

It is worth noting that the ISO 9001:2008 standard is successfully used by organizations of any size, it has been successfully implemented by more than 1 million companies in 170 countries around the world. Using the ISO 9001:2008 standard ensures that the customer receives high quality products and services, which leads to increased sales growth and business success. In addition, the implementation of the ISO 9001:2008 standard can help check the performance of the entire system, improve its efficiency, motivate, involve top management and reduce losses.

Important feature of ISO 9001:2008

An important feature of the ISO 9001:2008 standard is that it does not imply monotonous structure of quality management systems and related documentation describing them. Therefore, by implementing a quality management system based on the ISO 9001:2008 standard, you can be sure of exceptional individuality and see for yourself how flexible this system is. After all, the development and implementation of an organization's quality management system is influenced by: the size of the organization, the products manufactured, the structure of the organization, the applicable processes, changing needs, specific goals, external environment, changes or risks associated with this environment.

ISO 9001:2008 is used successfully by organizations of all sizes and has been successfully implemented by more than 1 million companies in 170 countries.

ISO 9001:2008 aims to apply a process approach to the development, implementation, and subsequently improvement of the effectiveness of a quality management system in order to increase end-user satisfaction by predicting and fulfilling its requirements. The benefits of the process approach are innumerable. First of all, it is the continuity of control, which is achieved through combinations and interactions at the junction of individual processes.

This approach helps to better understand and fulfill requirements, achieve planned results, ensure their effectiveness, improve the process by objectively evaluating and measuring it. Also, in addition to the process approach, the implementation of a quality management system based on the ISO 9001:2008 standard for all processes in an organization can allow the application of the Plan-Do-Check-Act cycle. This cycle can be briefly described as:

planning (plan) - the development of goals and processes necessary to achieve results in accordance with the requirements of consumers and the policy of the organization;
implementation (do) - implementation of processes;
check (check) - continuous control and measurement of processes and products in comparison with the policy, goals and requirements for products and reporting on the results;
action (act) - taking actions to continuously improve the performance of processes.

The timing and cost of implementing the ISO 9001:2008 standard depend on individual characteristics Your type of organization and the degree of functioning of the actions of the system. In most cases, this does not take more than 2 weeks. If you still have doubts, you can order a free consultation of our specialists ( there should be some kind of "click" button here). With their help, you can choose a certification system that is best suited for your organization.

And let the lack of standard price lists not scare you, it only means that we approach each case separately, weigh all the exclusivity of the situation and take all possible measures to optimize the processes of implementing the ISO 9001:2008 standard. By contacting us, you are guaranteed to receive a unique offer that allows you to improve existing processes and establish thorough control, and most importantly, increase the position of your organization / company in the market.

Upon completion of the work, you receive from us:

ISO 9001:2008 certificate in Russian and English;
permission to use the quality mark;
a quality manual for your organization;
organization standards for your organization.

Remember that working with us will help you reach new heights!

In modern market relations, the manufacturer of products (enterprise) and the supplier are required not only to comply with certain standards of the standard that are established for goods, works, services, but also to guarantee the stability of its management system. The enterprise must be reliable in its contractual obligations to consumers. Increasing competitiveness, the rapid growth of labor productivity, ensuring the high quality of goods and services - today these issues have become the most relevant.

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International Standard for Management Systems ISO quality 9001:1994 succeeded ISO 9001:2000 which succeeded ISO 9001:2008 and finally ISO 9001:2015. ISO is an abbreviation that stands for International Organization for Standardization, that is international organization according to ISO standardization. Its purpose is to support the development of standards and certification systems that aim at the development of management systems.

ISO 9001 quality management system, created individually for each organization, reflects its characteristics and should help reduce management costs. This management system is focused on increasing the satisfaction of customers, consumers, and it also allows you to take into account the requirements and expectations of other stakeholders of the organization in a balanced way. In addition, the 2015 version of ISO 9001 introduced requirements for managing risks in business processes that can lead to both negative consequences as well as realizing opportunities.

With the full implementation of a quality management system based on ISO 9001, the competitiveness of a business increases, and the enterprise becomes more attractive to investors.

Development and implementation ISO 9001 quality management systems- a process that takes a long period of time, which depends on such important factors as: the attentiveness and readiness of the company's leaders, the full involvement of the staff, the leadership of the top management.

In order to speed up and simplify the process of developing a quality management system, professional consultants are often involved, since without appropriate knowledge in this area it can be very difficult to understand the practical interpretation of the requirements of the standard.

The duties of consultants include training the employees of the organization to correctly interpret the requirements of the standards, taking into account the activities of their organization, as well as manage the process of developing a management system and actually develop and implement it together with the employees of the enterprise and transfer their knowledge to those who can manage all the elements of this system themselves. That is why consultations help to make sure that ISO 9001 quality management system is workable and efficient, that is, it can be maintained and improved, and it also meets all the requirements of the standards. Qualified specialists often exchange experience with auditors, take part in various forums and seminars, while accumulating more and more knowledge and experience in order to later transfer them to the employees of the enterprise when developing the system.

Relatively recently, domestic businessmen did not even think about what ISO is and why this system is needed. Naturally, at the same time, no one could even think that obtaining such a certificate would somehow affect the success of the organization itself.

In fact, this system of standards was created almost 70 years ago, and Russia is one of the members of its board, and most successful global organizations necessarily think about how to meet the established requirements for doing their business.

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That is why any company that is going to act on international level, and at the same time want to run a successful business, should learn about what the ISO standard is and what its requirements are.

The essence and necessity of international standardization

The main task of this organization is the formation of unified world standards in various industries and ensuring maximum control over their observance, which should positively affect the general state of world trade. At the moment, ISO committees have already issued thousands of documents that set the quality parameters for almost any industry and direction, and the only exception today is the field of electronics, which at the moment is not yet burdened with any restrictions.

In the process of development of domestic companies and with their attempts to enter the international markets many understood why an ISO certificate is needed, since its absence significantly reduces the possibility of interaction with foreign organizations or makes it impossible in principle.

So for modern business compliance with established international standards is the best tool for reducing costs, including minimizing production waste, personnel or managerial errors, as well as restrictions on labor productivity growth.

What is The International Organization for Standardization?

The International Organization for Standardization is an international organization for standardization that was founded in 1947.

To date, members of this organization are 164 countries and more than three thousand technical bodies. The Central Secretariat of ISO is located in Switzerland, and it is a completely independent and non-governmental structure, which is managed only by its members.

From Russia, this organization includes FATRIM or Rosstandart.

There are several types of ISO membership:

The development of the standards of this organization is carried out by highly qualified groups of experts who unite in specialized technical committees, of which more than 250 are registered today.

Varieties of ISO standards

The ISO standard is a specialized document that contains information about what quality characteristics this or that product should have, how management processes in the organization, what needs to be taken into account in the production process, the performance of work or services, and so on. In themselves, they are extremely diverse, since in total they cover almost any economic activity.

Series 9000

There are several main types of ISO 9000 series:

It is worth noting the fact that the standards from this series do not refer to the standardization of any products, and include only various methodological or methodological standards, with the help of which the company will be able to create for itself the most optimal quality management system, ensuring the European quality of its work and continuous improvement of competitiveness at the international level.

Other series

As already mentioned, to date, more than 20,000 international standards have already been adopted, so it is almost impossible to consider all of them. Nowadays, with the help of ISO, it is possible to standardize almost any area, from standard file systems in the form of CDs, to the technologies used to support management and make managerial decisions.

Thus, for example, the 12800 standard allows to regulate the procedure for the production of nuclear fuel, while ISO 14000 includes a series of standards by which the environmental management system should work.

Quality Management System 9001

The ISO 9001 standard includes several important principles:

Customer focus	In this case, not only end customers are considered, but also internal employees of the organization, since all departments in any case must cooperate with each other, conducting a kind of production chain.
Leadership	It is always nice when employees can show their initiative, but the management team must always participate in all processes, control them and make important decisions.
Employee Engagement	Regardless of the position held, each employee must perfectly understand his own contribution to the quality of manufactured products and understand why it is his actions that affect its achievement.
Process approach	The ISO 9001 system includes several divisions, taking into account the needs, opportunities and problems of each of them.
Systems approach	If in a company all departments work only for themselves and to achieve their success, it will be necessary to find a compromise and ultimately achieve a solution that will fully satisfy the needs of all employees, thus increasing the quality of manufactured products and the image of the organization.
Continuous Improvement	The company should not stop growing and constantly think about how to improve its work and bring it to a new level.
Actual Solutions	The management team of the company must make certain decisions based on audits, reports, evaluations, analysis of indicators, complaints from various lilas and other documents.
Mutually beneficial relationships with suppliers	Suppliers of any marketable products are an integral part of the business, so the fruitfulness of any company will also depend on their interest.

Features of the new 2020 version

For a long time, businessmen from all over the world have regularly turned to ISO, asking about the development of a standard for integrated management systems. In this regard, in 2020, it was decided to revise the ISO directives, which established the basic rules by which standards were developed, adopted and revised. Thus, a separate SL annex to the directives appeared, in which rather stringent requirements were affixed to the structure, requirement and the main part of the text of standards related to management systems.

Thus, 9001, 14001 and other standards receive a certain similarity, and in the future they will differ from each other only in name and certain additions. Thus, the new SL application has become a full-fledged template for the work of standards creators, who can now fully concentrate their efforts on making requirements for certain disciplines, reflecting their specifics mainly only in chapter 8 of all standards.

Companies, on the other hand, will now be able to choose standards much more easily in accordance with their specifics, without thinking too much about how best to integrate them into a single system.

In addition, it will be easier for auditors to work, who will now only be able to increase their competence in certain sectors of the economy, as well as applicable legal requirements.

How to get a 9001 conformity certificate?

The presence of a certificate indicates that the company operates in accordance with the quality management system, basing it on process approach to business activities.

The presence of this certificate opens the door to the region public procurement, providing access to various industry tenders, as well as providing additional benefits in case of joining self-regulatory organizations.

But the most important thing in this case is that management system corresponding to international requirements, belongs to the category of highly adaptive, due to which the company's resistance to any negative impacts from the economic environment is significantly increased, as well as to achieve survival in crisis conditions and achieve competitive positions in the market.

To receive you need to this certificate, you will need to contact any bodies that have passed the appropriate accreditation, and go through several stages:

Submit an application for certification along with a package of all necessary documents.
Conduct a preliminary assessment of the QMS.
Complete the training procedure by specialists and managers who are directly related to the company's QMS.
Conduct an audit of the QMS.
If the organization's activities comply with ISO 9001, obtain a certificate.

The package of documents that accompany the application may also include the composition whole line constituent documents, all kinds of permits and licenses, previously received awards, a list of objects handed over and many other papers.

Safety quality requirements

To date, security assessment information systems is a rather complicated procedure, but, as you know, this is possible, and for this a number of qualitative methods for assessing the level of security have been developed, with which you can get not a quantitative, but quality assessment, that is, to determine the compliance of the protection system with a certain class or level. Quantitative assessment methods have not yet been applied in practice.

The use of qualitative assessment methods at the moment can be called the only way how you can get an idea of what the real level of security is informational resources companies.

The international standard for information systems security is called BS 7799 and sets out the rules in accordance with which the process of managing the entire information security companies, regardless of the industry in which they operate.

The security service and the management of the organization work in accordance with the general regulations, and there is no difference in whether the protection of a paper document or electronic information is ensured.

You will learn:

What is the ISO 9001 standard and what are its features.
How much does it cost and how long does it take to prepare a certificate for a quality management system.

ISO 9001 is the most popular set of international standards in the world, created by the International Organization for Standardization. Despite the fact that all ISO standards are only advisory in nature, in about 100 countries around the world they are used as basic ones. Part of the ISO package has also been approved in Russia, within the framework of official state standards(GOST). State Committee The Russian Federation for Standardization, Metrology and Certification (Gosstandart) is a national member of ISO and participates in the work of this organization.

ISO 9001 establishes a minimum set of requirements for quality systems and is used for the purposes certification. One of the main features of this standard is its universality - it can be applied to any kind of activity.

What is the ISO 9001 standard?

ISO 9001, the first version of which appeared back in 1987, is the world's largest standard dedicated to the creation of a quality management system (QMS). It is based on attention to the needs of the client. Requirements and standards have been repeatedly revised and updated, but the main provisions remain unchanged today.

The main task of the QMS is not control the quality of each individual operation or unit of production, but to develop conditions to minimize errors in the work. This approach appeared in the 2008 version of the standard and was developed in the ISO 9001:2015 version.

Formally, the implementation of the ISO 9001 standard is considered voluntary. There are industries, such as the military-industrial complex or the aircraft industry, where the execution of its individual elements, reflected in industry standards, is mandatory.

The standard is based on many concepts and methodologies developed by leading quality management specialists. In particular, the sequence of actions that must be performed during the implementation and operation of the QMS, or the RDCA cycle, was created by the famous American scientist Walter Shewhart.

Based on the provisions of ISO 9001, the enterprise creates a QMS documentation system that regulates all activities that are somehow related to the provision of services and the production of material goods. Detailed documentation depends on the needs of a particular enterprise, the only condition is that it must comply with the requirements of the standard. The developed documentation should be rotated with strict implementation of all the described procedures. The management of the enterprise should exercise leadership in all major issues. All information important for the successful functioning of the QMS must be carefully studied and analyzed.

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Features of ISO 9001

The international standard ISO 9001 is based on several fundamental principles:

Strict customer orientation. The main goal of the QMS implementation is the maximum satisfaction of the needs of consumers and work for the future. The organization should continually conduct research into customer needs and expectations. In the future, the information obtained is used in the production of products.
Staff involvement. To achieve all the goals, it is necessary that each employee knows his place in the production of the product.
Process approach. QMS includes many interrelated processes. Understanding how this system functions, with all its processes, resources and means, allows the enterprise to optimize its activities to the maximum and obtain an effective result.
Improvement. Every organization strives to improve its performance at some stage. This is an inevitable consequence of the reaction to the emergence of new opportunities and changes in external and internal circumstances.
Certification. If the manufactured product meets all the requirements, an independent body can provide a certificate of conformity, which will increase the recognition and prestige of the product in the market.

Differences of ISO 9001:2015 from earlier versions

The 9001 standard has been revised several times. After the first version released in 1987, there were updates in 1994, 2000 and 2008. The current version is 9001:2015. It differs from the previous ones in a number of ways:

Development of the QMS and setting goals, taking into account external and internal factors, determined for each organization separately.
The requirements put forward by all interested parties to the QMS are taken into account
A risk-based approach has been introduced in the QMS. The use of formal risk management in identifying opportunities and risks is optional. The method is chosen by the organization itself, in accordance with its own needs.
Emphasis on the management of measurements in the QMS as a whole, including in products and in the processes of the organization.

Why standardization is needed

Successful business development requires produce competitive products. Competitiveness is based on continuous development. The competitive struggle is even more aggravated with the advent of globalization: with the expansion of the market, the consumer can purchase products from most world manufacturers. As a result, the manufacturer that can offer a quality product at the lowest price survives on the market.

For more efficient operation companies, strengthening competitive advantages, searching for new markets and improving the situation in old ones, all areas of activity should be streamlined into a single management system. One of them is the quality control system.

Due to the fact that obtaining the ISO-9001 certificate of conformity is voluntary, the vast majority of firms resort to this in order to solve certain business problems. Among other things, the presence of a certificate of conformity allows the company to apply the appropriate certification marking to its product, which affects consumer confidence. Also, the presence of a certificate may become one of the conditions for winning a tender or concluding a contract with foreign firms.

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Implementation of ISO 9001 quality management system at the enterprise

The ISO TC 176 team that developed the ISO 9000 standards proposed the following procedure for implementing a quality management system according to ISO 9001:

Try to set goals. Why do you need to implement QMS? Perhaps you want to increase product credibility, reduce costs, reach a new level and a new market?
Try to articulate what others expect of you. Others are not just customers, but others can be stakeholders – your suppliers, your organization's shareholders, your staff, the community as a whole.
Find all the information you need about ISO 9001:
- General information
- Supporting information, which can be obtained directly from the ISO website
- Study the world experience of using ISO 9001. In Russia and the CIS, the necessary information can be found in the magazines "Standards and Quality" and "Quality Management Methods".
Explore QMS guides:
- ISO 10006 - Guide to quality assurance in project management
- ISO 10007 - Configuration Management Guide
- ISO 10014 - guidance on economic management
- ISO 10015 - A guide to training and quality management
- ISO/TS 16949 - studied if necessary. Particular requirements for the application of ISO 9001 in the manufacture of vehicles and auto parts
- ISO 19011: Guidelines for the verification of a QMS.
Assess the compliance of your management system with the requirements of ISO 9001. This can be done by yourself or by hiring an external company for a thorough audit.
Review ISO 9001 requirements related to production activities. Make sure your quality management meets these requirements. In particular, for the following processes:
- Production and maintenance
- Procurement
- Design / Development
- Communication with the consumer
- Control of means of observation and measurement
If inconsistencies are found and work processes are further improved, a plan must be made to eliminate them. In the process - to allocate resources, distribute the roles and responsibilities of performers, draw up a work schedule.
Follow your work plan. Carry out all the developed activities and carefully record the progress according to the schedule.
Conduct periodic internal reviews and audits. The ISO 19011 standard can be used to create guidelines for auditing and evaluating the qualifications of auditors.
Decide to what extent you need official certification. There are several reasons for obtaining a certificate of conformity:
- Satisfying the requirements of the market or consumers
- Satisfying the requirements of various regulatory organizations
- Satisfaction of obligations under an agreement with foreign or national partners
If certification is needed, contact an accredited certification body. After a thorough audit, you will be issued a certificate of conformity of the quality management system with the requirements of ISO 9001.
Regardless of whether you have a certificate, keep improving and growing your business.

How is ISO 9001 certified?

The final stage of the QMS implementation is obtaining an official ISO 9001 compliance certificate. Certification takes place with the participation of bodies accredited within the framework of a single national system, voluntary systems or an international system. The list of national authorities can be viewed on the Rosaccreditation website. The list of voluntary certification systems is available on the Rosstandart website. If it is planned to conduct in one of the voluntary systems, the parent body itself determines for the applicant one of the accredited certifying organizations.

The legislation does not prohibit the involvement of third parties consulting companies, helping with the creation of new control mechanisms, the development of documents and certification. Thanks to professionalism and delayed mechanisms, consulting firms significantly speed up and simplify the process.

Certification can be called an external audit. An independent party evaluates how well the product control system functions in the production. This verification takes place in two stages - a documentary and field assessment by an independent expert of the certifying body and a specialist from Rosaccreditation or another certification system.

If the submitted documents and the activities of the applicant company fully and fully comply with all existing requirements, a certificate is issued stating that the company has created and implemented a QMS.

Terms and cost of obtaining a certificate for a quality management system

The time required for the full implementation of the 9001 quality management system at the enterprise is calculated individually. In most cases, this can take from several months to several years. After implementation, the QMS is assessed for compliance with existing standards, following which a certificate is issued. This stage takes up to two weeks, the exact period depends on the size of the enterprise and the number of employees.

The ISO 9001 certificate is issued either according to international rules or according to national ones. In the first case, it is issued by an international certification body - for example, TUV Thüringen or Afnor. In the second, accredited certification bodies or voluntary systems. If the company operates exclusively in the domestic market, it is enough to issue a national document. If the plans include cooperation with foreign partners or attracting investments from abroad, the international certificate ISO 9001 is more preferable. Depending on the number of employees of the enterprise, it may take from 15 to 250 thousand rubles to complete the document.

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ISO 9001 Documentation

One of the main aspects of meeting the international standards ISO 9001 is documentation. The responsibilities of the organization include:

Definition of the Quality Policy. It represents the main directions and goals of the enterprise in the field of quality, developed and formally formulated by the management of the organization. In the absence of a detailed policy, the firm's performance in the field of quality is uncertain. In turn, a developed policy enables employees and other stakeholders to get a clear idea of how management relates to the quality of the product being released.
Definition of Quality Objectives. This hierarchical structure. On the top level – common goals enterprises. Goals are revealed from top to bottom, to the level of divisions, departments, or even individual employees. At the same time, if the ISO 9001 quality system is just being developed, such a level of detail will only hurt: appropriate mechanisms will be required to obtain reliable data on the achievement of goals.
Drafting of the Quality Manual- a document that discloses the quality management system. The document may contain or refer to QMS procedures established to manage activities that affect quality within the organization. Serves to facilitate the management of all procedures and activities of the enterprise in the field of quality.
Document management of the quality management system. Includes the following steps:
1. Creation of a document, from its planning to implementation and registration.
2. Use and storage of the document
3. Updating, including changes and approvals.
4. Cancellation, transfer to storage, destruction of the document.
Records management. A record is a document that contains the results achieved and other evidence of the work done.
Internal audits, with the help of which the management of the enterprise controls the compliance of work and results in the field of quality with the requirements of ISO 9001 and the requirements of the enterprise. Results internal audit are carefully analyzed by management and enable the company to declare compliance with the quality standard.
Corrective actions. Includes a series of actions and procedures that are taken to eliminate the causes of quality non-compliance with the standard. When developing, it should be taken into account that in quality management, non-compliance with the standard is understood as any deviation from the established requirements, both for the worse and for the worse. better side. Therefore, each case is considered separately.
Preventive actions.

The form and storage medium of documents do not matter. The degree of documentation of each stage directly depends on the size of the enterprise, the competence of the staff, the complexity of production processes.

Quality Management System (QMS)- part of the management system focused on quality (clause 3.5.4 of ISO 9000:2015), created to develop policies and objectives, as well as processes to achieve these objectives.

The external environment of business organizations is constantly changing, therefore, to ensure the quality of their services, companies must regularly analyze customer requirements, identify processes that contribute to the creation of products that meet customer needs, and also maintain these processes in a manageable state.

With regard to the activities of 1C partners, QMS is a system of methods and technologies that ensures the quality management of implementations and further support of 1C: Enterprise in accordance with the requirements of the international standard ISO 9001: 2015.

It is not only about maintaining the quality of each service or product at the level of compliance with consumer requirements, but also about the mechanism for preventing the possible loss of the established quality level, as well as its continuous improvement.

ISO (International Organization for Standardization) - International Organization for Standardization, world federation national organizations for standardization (ISO member committees). The purpose of ISO is the development of the principles of standardization and the design of standards based on them that promote integration processes in various fields and activities.

The standards developed by ISO are grouped into families (series). ISO 9000 is a series of quality management standards designed to help organizations of all types and sizes develop, implement and maintain effective QMS.

A core set of international standards related to quality management was adopted by ISO in March 1987 and has since been updated periodically.

Currently ISO series 9000 consists of the following standards.

ISO 9000:2015 “Quality management system. Fundamentals and Glossary" - is an introduction to the QMS, as well as a glossary of terms and definitions.
ISO 9001:2015 “Quality management system. Requirements” - establishes requirements for quality management systems and defines a process-based QMS model.
ISO 9004:2009 “Managing for the sustainable success of an organization. Approach based on quality management”.
ISO 19011:2011 "Guidelines for auditing management systems".

All of these documents are referred to as standards, although some of them are guidelines or guidelines and only ISO 9001 establishes the requirements for quality management systems and is the only standard against which external certification can be carried out.

ISO 9001 can be used by any organization, large or small, regardless of the industry. However, it is a mistake to believe that this international standard has the task of unifying the management systems of all enterprises. The creation, construction and implementation of any system is always influenced by the goals, external factors, products, experience, processes of a particular enterprise. Although 9001 defines what requirements should be implemented in a quality management system, they do not define how an enterprise should fulfill them.

ISO 9001 is based on a set of quality management principles:

Orientation to the consumer (customer). The main focus of quality management is on meeting customer requirements and striving to exceed their expectations. Therefore, the organization should in every possible way focus its attention on the study of the needs and expectations of the consumer for the subsequent implementation of the information obtained in the products. Understanding the current and future needs of customers and other stakeholders contributes to the sustainable success of an organization.

Leadership. Leaders at all levels establish unity of purpose and direction and create conditions in which people are involved in achieving the organization's quality objectives. Achieving unity of purpose, direction, and engagement allows an organization to coordinate its strategies, policies, processes, and resources to achieve goals.

Staff involvement. Realization of the goals set for the enterprise is possible only in the case of adequate behavior of employees at all levels of the organization. It is important for an organization that all personnel are competent, empowered and involved in value creation. Competent, empowered and engaged people enhance an organization's ability to create value.

Process approach. Relevant and predictable results are more effective and efficient when activities are presented and managed as interrelated processes that function as a holistic system. The quality management system consists of interrelated processes. Understanding how this system generates results, including all of its processes, resources, controls and interactions, allows an organization to optimize its performance.

Improvement. Successful organizations focus on continuous improvement. Improvement is important to the organization in terms of maintaining current levels of performance, responding to changes in internal and external conditions, and creating new opportunities.

Evidence-based decision making. Process continuous improvement should be based on data obtained in the course of objective measurements of the actual state of the quality system and product quality. It is important to understand causal relationships and potential consequences. Facts, evidence and data analysis lead to greater objectivity and confidence in decisions made. Decisions based on the analysis and evaluation of data and information are more likely to lead to the desired results.

Relationship management. To achieve sustained success, organizations manage their relationships with stakeholders such as suppliers. Since product quality is largely determined by the quality of raw materials, materials and information, achieving quality growth must also be based on establishing mutually beneficial partnerships with suppliers. Achieving sustainable success is more likely when an organization manages relationships with all of its stakeholders to optimize their impact on its operations.

The requirements of ISO 9001 standards have been implemented in more than one million companies in more than 170 countries around the world. The use of ISO 9001 standards ensures that consumers consistently receive products and services good quality, i.e. according to their requirements and expectations.

A successfully implemented quality management system is confirmed by its certification for compliance with international standard ISO 9001. The presence of a company certificate indicates that the company is well organized, it has clearly assigned responsibilities, procedures, work technology is followed, there are operational instructions documented and known to all staff, a procedure for monitoring work performed and, of course, a professional and well-trained staff. In other words, an ISO 9001 certificate indicates that a company's quality system is able to ensure and improve the quality of its products and services.

Certification- provision by an independent body of written confirmation (certificate of conformity) that the product, service or system meets the specified requirements.

Firm "1C" provides voluntary certification of franchising companies according to ISO 9001:2015 and GOST R ISO 9001-2015.

Certification 1C: Franchisee is carried out by certification bodies accredited by ISO. Accreditation- official recognition by an independent body (accreditation body) that the certification organization has the right to carry out certification activities. Accreditation is optional but adds another layer of trust.

The most authoritative and largest international certification organizations - Det Norske Veritas (DNV GL) and Bureau Veritas Certification - have been approved by 1C as QMS certification bodies.

Building a quality management system is a rather laborious process. Obviously, not all franchisee firms can approach certification at the same time, due to objective circumstances, such as the structure of the firm, regional characteristics, and staff training. But to build a quality management system or put into operation its individual essential elements, 1C encourages all 1C: Franchisee partners seeking to make their company competitive in the information services market.