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the form of processes, procedures and work instructions. These are typically to help satisfy a requirement by the
The work is done and then received as a satisfactory result. The effectiveness of the process is measured in its ability
to achieve the desired results. The efficiency of the process is measured in the ratio of results achieved to the
resources used.
The ISO 9001 2015 standard suggests that many types of processes may be necessary
to satisfy its requirements including:
Operations management processes
Resource management processes
Planning processes
Documentation processes (such as those used for direct production or service
provision)
One of the main intents (and results) of employing well-constructed processes is to unify
the working of the organization across vertical functions (also called “silos”) that may not
always have the end goal of customer satisfaction as an internal priority. By exposing
and documenting specific end-to-end process interaction, a higher order result can be
achieved by proper management techniques (i.e. training, measurement,
incentives/rewards, etc.)
Process Example: Hiring a Contractor The process for hiring a contractor might start with a request to hire a
contractor (input), research into selecting the best contractor to hire (gathering information about capabilities and
Procedure
A procedure is a uniform method that outlines how to perform a process, such as
how you control your suppliers. It typically contains elements such as:
Why the procedure is required
What needs to be accomplished and how it will be executed
Who performs what action
Where the inputs come from and where the outputs go
Any locational requirements (i.e. where an activity is performed)
The criteria (requirements) they must meet
Tools, information or other resources required
Terminology, definitions, explanations, etc.
While requirements and supporting processes are often cited in the ISO 9001 2015
standard, the mandate for creating specific procedures has been removed and replaced
with the term “Documented information.” However, that does not lessen the need for, or
effectiveness of, formally specifying procedures. Procedures are used when there is a
definite operation that should be followed on a consistent basis. (There may be times
when a procedure is not necessary. For example, if it doesn’t matter how new
employees are recruited, just that there is a means for doing so, then a process could
be written for that without a procedure.)
Procedure Example: Contract Review An example procedure is one that might be important for mission-critical, high
liability industries like aerospace, medical devices or automotive could outline a formal process used for
communicating with customers and reviewing information from the customer, including customer feedback. Click the
above illustration for an example of how this type of procedure might be constructed using one of our procedure
templates.
For example, procedures (along with your ISO 9001 quality manual and required forms)
often make up the core documentation for the QMS that helps run the system with more
conformity, consistency and predictability. Your procedures will describe how you
operate and control your business and meet the ISO 9001 requirements amid
fluctuating conditions such as personnel changes, supplier replacements, updated
customer requirements/expectations, etc. (The 9000 Store provides a complete set of
the required ISO 9001 procedures that can be used as a guideline in drafting your
specific procedures, an example of which is noted below.)
Procedure Sample
Work Instruction Example: Fabrication A welding-based fabrication assembly set of work instructions might contain
step-by-step instructions for completing a final fabrication including cutting, drilling and welding the finished part
including inspection, inventory management, etc. Click on the above drawing for an example of how to construct a
As noted above, there is no ISO 9001.2015 mandate for creating work instructions.
However, years of quality management documentation practice suggests coupling these
in the documentation hierarchy can more clearly and effectively control quality
management outcomes.
Please note that certain text from the ISO 9001 standard is only used for instructional
purposes. Standard Stores recognizes and respects the International Organization for
Standardization (ISO) copyright and intellectual property guidelines.