Quality · Published
ISO 9001
Quality management.
A framework for consistently meeting customer and applicable requirements, learning from performance and improving the way work is done.
At a glance
What this edition means.
Publication: 2026-09-16. Verified against the publisher record on 25 September 2026. A future revision can change the current status.
Practical application
Start with how work happens.
Start with the work that creates value for customers. Define process ownership, the information each process needs, how results are checked and how problems lead to change.
First four moves
- Map the customer journey and its supporting processes
- Agree a small set of measurable quality objectives
- Test whether controls work in real delivery
- Review evidence and improve the system
Evidence to examine
Look for working arrangements.
Process map and ownership
Check whether this is current, owned and used in decisions or delivery.
Customer requirements and feedback
Check whether this is current, owned and used in decisions or delivery.
Objectives and performance measures
Check whether this is current, owned and used in decisions or delivery.
Internal audits and corrective action
Check whether this is current, owned and used in decisions or delivery.
Connected improvement
Follow the work beyond the standard.
Customer experience
Study the full customer journey, including handovers, complaints, support and renewal.
Explore Improvement topicProcess mapping
Draw how work really moves across people, information and decisions, then test the map on a live case.
Explore Improvement topicInternal audit
Plan independent checks around important risks and processes; report evidence and follow-up.
Explore Improvement topicCorrective action
Contain the immediate issue, understand causes, change the system and verify effectiveness.
Explore Improvement topicObjectives and KPIs
Choose measures that reveal progress and unintended effects, with owners and review decisions.
ExploreSource and scope