ISO 10014:2021 Quality management systems — Managing an organization for quality results — Guidance for realizing financial and economic benefits

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Quality management systems — Managing an organization for quality results — Guidance for realizing financial and economic benefits是国际标准化组织(International Organization for Standardization，简称ISO)发布的ISO标准，适用于世界范围。

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INTERNATIONAL STANDARD ISO 10014:2021

Quality management systems — Managing an organization for quality results — Guidance for realizing financial and economic benefits

1 Scope

This document gives guidelines for realizing financial and economic benefits by applying a top-down structured approach to achieving financial and economic benefits. The structured approach uses the quality management principles and quality management system described in the ISO 9000 family of management system standards to:

a) monitor and manage trends in key performance metrics;

b) take improvement action based on the observed metrics.

This document is directed specifically to the top management of an organization.

This document is applicable to any organization, whether from the public, private or not-for-profit sector, regardless of its business model, revenue, number of employees, diversity of product and service offerings, organizational culture, complexity of processes, place or number of locations.

This document complements ISO 9001:2015 and ISO 9004:2018 for performance improvements and provides examples of achievable benefits from the application of concepts in those standards. This document identifies associated practical management methods and tools to assist in realizing the benefits.

2 Normative references

The following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.

ISO 9000:2015, Quality management systems — Fundamentals and vocabulary

3 Terms and definitions

For the purposes of this document, the terms and definitions given in ISO 9000:2015 and the following apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https://www.iso.org/obp

— IEC Electropedia: available at http://www.electropedia.org/

3.1

metric

verifiable measurement used for quantifying or evaluating a result

EXAMPLE Indicator; performance indicator; key performance indicator.

ISO 10014:2021

3.2

financial benefit

organizational improvement expressed in monetary form

Note 1 to entry: Financial benefits should be realized by implementing cost-effective management system processes.

3.3

economic benefit

benefit attained through the effective implementation of management system processes and resources to generate value and improve the health and overall worth of the organization and its relevant interested parties

3.4

dashboard

combination of numerical and graphical data displays used to present the performance and trends of key results

EXAMPLE Traffic light charts; Pareto charts; pie charts; trend charts.

3.5

best practice

method that has been proven to work well and produce the best results, and is therefore recommended to be adopted as a model

Note 1 to entry: A method described as a best practice has usually been tested over time and validated through repeated trials before being accepted as worthy of broad adoption.

3.6

process approach

systematic approach to management in which an organization identifies, monitors and manages its internal processes and their interactions

3.7

process owner

person with assigned responsibility and authority for a process

Note 1 to entry: The responsibilities of a process owner can include defining, developing and deploying the process, communicating with interested parties, measuring and monitoring the results of the process and continually improving the performance of the process.

3.8

benchmarking

activity of measurement and analysis that an organization can use to search for and compare practices inside and outside the organization, with the aim of improving its performance

Note 1 to entry: Benchmarking can be applied to policies, strategies and objectives, processes and their operation, products, services and the organization's structures.

3.9

leading indicator

metric (3.1) that gives an indication of expected performance

3.10

lagging indicator

metric (3.1) that gives an indication of past performance

3.11

productivity

ability to generate, create, enhance or deliver products, services and knowledge

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