The objective of ISO 18091:2014 is to
provide local governments with guidelines for achieving reliable results
through the application of ISO 9001:2008 on an integral basis. These guidelines
do not, however, add, change or modify the requirements of ISO 9001:2008.
All the guidelines indicated in ISO
18091:2014 are generic and applicable to all local governments, regardless of
their type, size and product/service provided. The user can apply the guidance
contained in ISO 18091:2014 as a whole or, in part, as necessary, to their
maximum benefit.
This International Standard specifies
requirements for a quality management system when an organization:
a) needs to demonstrate its ability to
consistently provide products and services that meet customer and applicable
statutory and regulatory requirements, and
b) aims to enhance customer satisfaction
through the effective application of the system, including processes for
improvement of the system and the assurance of conformity to customer and
applicable statutory and regulatory requirements.
All the requirements of this
International Standard are generic and are intended to be applicable to any
organization, regardless of its type or size, or the products and services it
provides.
In this International Standard, the terms
"product" or "service" only apply to products and services
intended for, or required by, a customer.
Statutory and regulatory requirements can
be expressed as legal requirements.
This document gives guidelines for local
governments on understanding and implementing a quality management system that
meets the requirements of ISO 9001:2015, in order to meet the needs and
expectations of their customers/citizens and all other relevant interested
parties by consistently providing them with products and services.
It promotes implementing a quality
management system in a responsible and accountable manner, through the
application of ISO 9001 on a comprehensive basis. These guidelines do not add,
change or modify the requirements of ISO 9001.
It is applicable to all local government
processes at all levels (i.e. strategical, tactical-managerial and operational)
in order to constitute a comprehensive quality management system that focuses
on the local government achieving its objectives. The comprehensive character
of this system is essential to ensure that all the areas of the local
government have a specified level of reliability (i.e. effectiveness of the
processes).
Annex A, as a starting point for users of
this document, gives a diagnostic methodology for local governments to evaluate
the scope and maturity of their processes and products and services. Annex B
gives the processes necessary to provide reliable products and services to
customers/citizens.
User questions & answers