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Internal and External Issues

This document discusses identifying internal and external issues for an organization as required by the ISO 9001:2015 standard. It describes using a SWOT analysis to identify internal issues relating to strengths, weaknesses, opportunities, and threats. It also recommends using a PESTLE analysis to identify external issues involving political, economic, social, technological, legal, and environmental factors. Examples of completing these analyses are provided for a training school. The document stresses identifying the importance of issues and setting quality objectives to mitigate risks and seize opportunities.

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3K views8 pages

Internal and External Issues

This document discusses identifying internal and external issues for an organization as required by the ISO 9001:2015 standard. It describes using a SWOT analysis to identify internal issues relating to strengths, weaknesses, opportunities, and threats. It also recommends using a PESTLE analysis to identify external issues involving political, economic, social, technological, legal, and environmental factors. Examples of completing these analyses are provided for a training school. The document stresses identifying the importance of issues and setting quality objectives to mitigate risks and seize opportunities.

Uploaded by

reda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Internal and External Issues

Posted byLuke Desira May 18, 2020 10 Commentson Internal and External Issues

The current version of ISO 9001:2015 has been created in a way that


can be used for any type of business. Whether it is a manufacturing
company, or a service company seeking ISO Certification, each of the
10 clauses of the standard, are relevant to your business.

Through the Internal and External Issues, your company can focus on
the direction of the Quality Management System that you are
implementing, that is relevant to your needs.

Internal and External Issues for an organisation within the Oil Industry

Note: The word ‘issues’ in the context of the ISO 9001 standard
doesn’t mean problems. It means “elements that could have an impact
on your business”.

Luke Desira

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creating the internal/external issues
required for ISO 9001:2015 for by
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Internal Issues
When thinking of the internal issues for the business, I suggest that
you start off by noting the interested parties within your business. By
knowing who is involved in the business, you’ll have a strong
foundation of what needs to be considered here.
SWOT analysis

To define the internal issues, you will need to do a SWOT analysis:

 Strengths: the unique benefits that are brought


about by your current resources, and market
position that your business has within your
industry.
 Weaknesses: deficiencies that your business
currently has in the market that you operate.
These could be brought about by your
resources, or your current position in the
market.
 Opportunities: new areas growth, or improved
quality of service/product that can be
obtained by doing changes in your current
business. These improvements can generally
be made available to your business by
changing resources or focus within your
business.
 Threats: potential outside circumstances that
could have an effect on your business.

An example for 1 internal issue,


relating to a Training School
Issue Risk Control Measures Opportunit

To continu
– No internal skills to
our interna
deliver new training
team
modules – To create training needs
New needs and – To ensure
– No accreditation to analysis/plan  
expectations of current of compete
deliver training – To check licences/accreditations
and potential customers all times
– Not knowing of any available
– We can b
new expectations of
and offer n
customers
opportunit

The company kept  – do not find the  – to ensure that the most important  – to sign a
expanding and covers a right people to (and in-demand) engineering with trainer
number of engineering deliver the training at disciples are covered with qualified teach the le
the expected level of
disciplines trainers excellent le
quality

– to grow o
 – to expand our
The company believes in –  to continually gather feedback relationship
training offering
the professionalism and from important clients in selected clients and
beyond the
therefore focuses on industries to ensure that the variety (service pro
capabilities of the
selected industries to of services offered by the company ensure that
company, resulting in
provide training courses meet the needs and expectations of professiona
a low-quality service
it offers our key clients service is o
offering
time.

Three real-life examples of Internal Issues, including issue, risk,


control measure and opportunity for a school, following ISO
9001:2015 requirements.

External Issues
At this stage, it is important to note that Opportunities and Threats are
technically ‘External issues’, however for the sake of this exercise,
you’d be better of listings the full SWOT analysis within one list.

Don’t get too caught up in strictly identifying the internal vs the


external issues. The idea here is to identify any internal and external
issues that could have an effect on the business, and most importantly,
to identify the right actions to take to mitigate and issues that might
occur, and to seize all opportunities that your business has.
PESTLE for ISO 9001

The best way to identify external issues is to create a PESTLE


analysis:

 Political: any changes in laws that could have


an effect on your business. Any political
turmoil that might have an impact on your
demand, or your ability to provide the service
to your clients. Any changes in taxes that
could impact the profitability of your
business, or any trade restrictions.
 Economic: any changes that might impact the
spending power of your clients, including the
addition of new competitors. The
unemployment rate, inflation and interest
rates could also impact your business. If your
business works with international
clients/suppliers exchanges rates might also
be an issue that you need to consider.
 Social: any changes in the demographics of
your target audience that could impact your
business. These include population growth,
age distribution, lifestyle attitude, or any
cultural barriers.
 Technological: any changes in technology
that would impact your operational processes
or the demand for your services. The level of
automation within your industry,
technological availability and awareness for
your clients, and technology incentives, could
all impact your business.
 Legal: any changes in the law that could
change the way you operate your business.
These include discrimination laws,
employment laws, consumer protection laws,
and Health & Safety laws.
 Environmental: any changes in the
environment in which your company
operates. This does not only refer to
environmental laws but also the availability
of raw materials, customer buying patterns,
and corporate social responsibility.

Internal and External


Issues in your business
Once you have created the SWOT & PESTLE analysis (as per above),
you will have a better picture of the Internal and External Issues
within your business. As business leaders, we must make sure to have
the foresight to see where our business is right now, and where it is
headed.

Internal and External Issues for an organisation within the Oil Industry

The above image shows how the evaluation of the interested parties
links to the Internal and External Issues for your organisation. Once
the above is done, we will need to:

 Identify the importance of each of the Internal


and External Issues, to prioritise our efforts
accordingly
 Create quality objectives that would help us
to ensure that are continually striving to
mitigate the Risk Management in ISO 9001,
and seize our opportunities
 Identify the responsible person for each of the
objectives (as per above)

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