TS ISO 9004-2

TS ISO 9004-2 is a withdrawn guidance standard addressing quality management and quality system elements for service organisations. It guides the establishment and implementation of a quality system within an organisation, applying the general internal quality management principles of the ISO 9004 series to the service context.

How quality in services is organised

In services, quality is shaped not only by the final outcome but also by how consistently the service is delivered. Service quality often depends on customer involvement, human interaction, responsiveness, accessibility, and the perceived experience. For that reason, a quality system in services is concerned with more than inspection: it is about defining processes, assigning responsibilities, and making service delivery more predictable.

The standard provides a comprehensive quality system approach for services, which means it encourages the quality management elements to be considered as an integrated whole. In general technical terms, such guidance commonly relates to policy setting, planning, resource organisation, documentation, process control, and review of performance as part of quality management practice.

How to read this document

• TS ISO 9004-2 is guidance for building a quality management system, not a certification scheme or a statement of conformity in itself.
• Its service focus makes it especially relevant where delivery performance, customer contact, and consistency of process matter as much as technical product characteristics.
• Being based on ISO 9004-2:1991 places it within the broader ISO 9004 quality management framework for organisations.