These requirements take into account factors such as the nature of the organization s product and services, customer requirements or applicable regulatory requirements. The structure of the standards is now process-oriented, so requirements and guidelines appear in a more logical sequence. Organizations must now monitor customer satisfaction as part of the process of assessing their performance. The revised standards are based on eight quality management principles that can be used by top management as a framework to guide their organization towards improved performance. Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and should strive to exceed customer expectations.
Leaders establish unity of purpose and the direction of the organization.
They should create and maintain an internal environment in which people can become fully involved in achieving the organization s objectives. People at all levels are the essence of an organization, and their full involvement enables their abilities to be used for the organization's benefit. Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives. Continual improvement of the organization s overall performance should be a permanent objective of the organization. An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.