This book is suitable for organizations that wish to improve their management so that they can satisfy the needs and expectations of stakeholders and continuously improve the organisation overall. The right hand page of each spread describes the principles the organisation follows when putting quality management into practice and thereby achieving success. Real life examples of the thinking and methodology behind average and successful organisation provide a concrete understanding of how the areas covered by the ISO 9004:2009 standard?s various sections could be addressed. The book, questions and self-assessment can be adapted as a development tool and training material for an organisation even if the organization does not adopt the ISO 9004:2009 standard.The book also shows how the two international standards ISO 9004:2009 and ISO 9001:2008 complement each other.Jointly published by SAI Global and Oy Benchmarking Ltd.

GB 014.9-2005