TS EN ISO 9004

TS EN ISO 9004 is a guidance standard that treats quality management as a broader organizational approach, not only as compliance with process requirements, and connects it with the ability to achieve sustained success. Its alignment with the quality management principles of ISO 9000:2015 helps organizations consider performance, stakeholder expectations and a changing business environment together.

A management approach centred on sustained success

Rather than setting out mandatory quality management system requirements, this standard provides guiding concepts for improving the organization as a whole. In general technical terms, sustained success involves balancing customer satisfaction, employee competence, leadership, resource use, and the management of risks and opportunities in a way that supports long-term resilience. ISO 9004 is intended for organizations that want to think about these topics from a management perspective.

How quality, performance and stakeholder value connect

In quality management practice, product or service quality alone is not enough; the organization’s ability to consistently create, improve and maintain that quality also matters. TS EN ISO 9004 links quality objectives with strategy, resources, processes and stakeholder expectations to give a more integrated view. As a result, the document helps an organization understand not only its current state, but also its capacity for improvement and adaptation over time.

• Helps assess quality and performance at the organizational level.
• Provides general guidance for sustained success.
• Aligned with the quality management principles in ISO 9000:2015.
• Focuses on the organization as a whole rather than on a quality management system alone.