ISO 9000 User Survey - Concepts

Concept Description
1. Supporting For example: Six Sigma, Lean, Statistical Process Control
Quality Tools
2. Financial Financial resources of the organization are those resources essential to the
resources of the organization to demonstrate that they can meet customer requirements,
organization ensure its operations, and sustain performance. Managing financial
resources is essential to ensure a secure future for an organization.
3. Innovation Innovation is the multi-stage process whereby organizations transform
ideas into new/improved products, service or processes, in order to
advance, compete and differentiate themselves successfully in their
marketplace.
4. Integration of The identification, assessment, and prioritization of risks followed by
Risk coordinated and economical application of resources to minimize, monitor,
Management and control the probability and/or impact of unfortunate events or to
maximize the realization of opportunities.
Integration of a risk management approach emphasizes risk management
techniques without necessarily using the terms risk or risk management.
5. Knowledge Knowledge management comprises a range of strategies and practices used
Management in an organization to identify, create, represent, distribute, and enable
adoption of insights and experiences. Such insights and experiences
comprise knowledge, either embodied in individuals or embedded in
organizational processes or practice.
6. Life Cycle Life cycle management considers the product life cycle as a whole and
Management optimizes the interaction of product design, manufacturing and life cycle
activities. The goal of this approach is to protect resources and maximize
effectiveness by means of life cycle assessment, product data management,
technical support and, last but not least, life cycle costing.
7. Strategic Strategic planning is an organization's process of defining its strategy, or
Planning direction, and making decisions on allocating its resources to pursue this
strategy, including its capital and people. In order to determine where it is
going, the organization needs to know exactly where it stands, then
determine where it wants to go and how it will get there. QMS standards
should consider strategic planning as one of the key process of management
in any organization.
8. Resource Resources are a key element in the management of any process and, at a
Management higher level, any system. Determination, provision, maintenance and
improvement of these resources at a process/system level is fundamental in
achieving the desired performance level. An effective resource management
contributes to the organization policy and objectives achievement
9. Measures Measures can indicate the level of effectiveness or efficiency of business
(examples are processes which, in a management’s view, is critical to customer service
performance, and satisfaction, competitive advantage, or the success of the organization’s
satisfaction, strategy.
return on
investment)

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Concept Description
10. Systematic Problem solving is a mental process and is part of the larger problem
problem solving process that includes problem finding and problem shaping. Considered the
and learning most complex of all intellectual functions, problem solving has been
defined as higher-order cognitive process that requires the modulation and
control of more routine or fundamental skills.
Learning is acquiring new knowledge, behaviors, skills, values, preferences
or understanding, and may involve synthesizing different types of
information.
11. Voice of the The Voice of the Customer is a market research technique that produces a
Customer detailed set of customer wants and needs, organized into a hierarchical
structure, and then prioritized in terms of relative importance and
satisfaction with current alternatives.
Interaction with the customer after sales, during the use of the product or
service, including final disposition, can also be referred as voice of the
customer.
12. Use of It is relevant for the organization to establish and maintain processes to
technology to gather reliable and useful data and for converting such data into the
develop and information necessary for decision making.
implement the
requirements of
the standard
13. Use of It is also important consider technological options to enhance the
technology to run organization's performance in areas such as product realization, marketing,
your business benchmarking, customer interaction, supplier relations and outsourced
processes.
14. Self- Self-assessment is a comprehensive and systematic review of an
assessment tool organization's activities and results, referenced against a chosen standard.
Self-assessment can provide an overall view of the performance of an
organization and degree of maturity of the management system.
It can also help to identify areas for improvement and/or innovation and to
determine priorities for subsequent actions.

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