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For information on EN ISO 9001:2008, contact the European Committee for Standardization, Rue de Stassart, 36,
B-1050 Brussels, Belgium; www.cenorm.be; telephone (32) 2-550-0811; or fax (32) 2-550-0819. ANSI is the
primary source for ISO standards in the United States: 25 W 43rd Street, New York, NY 10036; www.ansi.org;
telephone (212) 642-4900; or fax (212) 398-0023. ISO headquarters: 1 rue de Varembe, Case postale 56, CH 1211,
Geneva 20, Switzerland; www.iso.ch; telephone (41) 022-749-0111; or fax (41) 022-733-3430. ISO standards are
also available from the British Standards Institution (http://www.bsi-global.com/), Standards Australia
(http://www.standards.org.au/), and other comparable standards bodies.
2
In November 2008, IS0 9001 was reissued with very minor changes. Organizations previously certified to the 2000
version of the standard should have little difficulty revising their quality system to satisfy the changes and will have
two years to do so. More significant changes are expected in the 2009 update of ISO 9004:2000 Quality
Management Systems Guidelines for Performance Improvement.
1.
Requirements:3 The ISO 9001 standard divides the Quality System requirements into five areas,
listed in the table below (a detailed outline of the standard appears in the Appendix of this
document; also see the Correspondence Charts below). ISO 9001:2008 contains eight clauses; the
standards requirements are contained in the last five (4, 5, 6, 7, and 8see below for how they
can be applied to a medical equipment program):
Clause Title
Scope
Normative Reference
Clause No.
1
2
International Organization for Standardization (ISO). Quality management systemsRequirements. ISO 9001.
ISO, Geneva, Switzerland.
2.
3
4
5
6
7
8
3.
A healthcare-facility-based equipment service department can also contract with other healthcare
facilities to service equipment at other locations.
Independent and original equipment manufacturer (OEM) service organizations, as well as equipment
distributors, contract with healthcare facilities, clinics, and doctors offices. (Note: The supplying
entity must also typically purchase goods and/or services from subcontractors or other suppliers to
fulfill the requirements of a customer contract.)
4. Quality management system: Requires a defined and documented quality policy, including
objectives consistent with organizational goals and each customers needs. As explained above, the
customer and its needs must be clearly defined. The system must be reviewed periodically, such
reviews must be documented, and a mechanism for change and improvement must exist.
5. Management responsibility: Requires that top management provide evidence of its commitment to
the development and implementation of the Quality System. Management must ensure that system
documentation adequately addresses the requirements of the standard and that the service is delivered
in a manner consistent with the documentation.
6. Resource management: Requires a clear definition of the customers needs that is understood by
both the customer and the provider of service. These needs must be agreed to, be consistent with the
department budget, and be documented. For example, a significant increase in equipment inventory
would indicate a need for greater resources.
7. Product realization: Requires that IPM and repair activities be carried out under controlled
conditions, including documentation of the steps required and criteria for workmanship. (This could
be interpreted to include, for example, consistency of performed inspections with the written
procedures.) Personnel should be appropriately qualified and/or the process monitored to ensure that
requirements are met. Examples of specific, interconnected processes include monitoring service
bulletins/problem reports, receiving and logging work, decontaminating equipment, assessing
equipment for scheduled support requirements, and reporting defective or hazardous equipment.
8. Measurement analysis and improvement: Requires data to be collected and analyzed to determine
optimal scheduled equipment service intervals and/or to assess equipment reliability and service
costs. Customer satisfaction must be periodically surveyed, and corrective/preventive actions must be
implemented as warranted by data and survey analysis.
Clearly define customers and their needs. Discuss with nursing and healthcare facility administration
how the program can be of greatest benefit to them:
Can IPM activities be scheduled more conveniently for nursing?
Can nurses be provided with reports that clearly explain the status of their equipment and deal
with problems they may be encountering?
Would positive comments on their proficiency in using the equipment be appreciated and
beneficial in encouraging continued and, where needed, improved proficiency by all users?
Decide on meaningful performance indicators to monitor. These could include IPM failure rates, the
number (or percentage) of scheduled IPM procedures that are not completed on schedule, equipment
availability, safety indicators, and customer satisfaction.
Document and review performance indicators and customers needs at least annually:
Is all equipment covered?
Are tasks being performed that will have the greatest impact on customers and their patients?
Follow documented procedures. If they do not work or cannot be done, investigate why, search for
solutions, and implement changes.
When problems are discovered, fix them. Do not fall back on excuses such as insufficient personnel
or user fault. Instead, gather together those involved and develop appropriate solutions. Then follow
through with implementation and monitoring to verify that the solution works. Document all steps in
the process.
Appendix
Outline of ISO 9001:2008
1. Scope
1.1. General
1.2. Application
2. Normative Reference
3. Terms and Definitions
4. Quality Management System
4.1. General Requirements
4.2. Documentation Requirements
4.2.1. General
4.2.2. Quality Manual
4.2.3. Control of Documents
4.2.4. Control of Quality Records
5. Management Responsibility
5.1. Management Commitment
5.2. Customer Focus
5.3. Quality Policy
5.4. Planning
5.4.1. Quality Objectives
5.4.2. Quality Management System Planning
5.5. Responsibility, Authority, and Communication
5.5.1. Responsibility and Authority
5.5.2. Management Representative
5.5.3. Internal Communication
5.6. Management Review
5.6.1. General
5.6.2. Review Input
5.6.3. Review Output
6. Resource Management
6.1. Provision of Resources
6.2. Human Resources
6.2.1. General
6.2.2. Competence, Awareness, and Training
6.3. Infrastructure
6.4. Work Environment
7. Product Realization
7.1. Planning of Product Realization
7.2. Customer Related Processes
7.2.1. Determination of Requirements Related to the Product