The ISO technical committee that developed the ISO 9000 series of standards launched a major survey of existing and potential users of ISO 9001. The survey’s objective was to better understand user needs, identify opportunities for improvement, and guide the long-term strategic direction for quality management.
Responses were made across a representative selection of organisational sizes and from manufacturing, service and other sectors.
One of the key outcomes of the survey was an indication as to how users wanted the standard to develop over the coming years. We have included the outcome of the response to the main questions on preferred changes as follows:
Question: Which of the following options would you prefer for the future of ISO 9001?
Option A – Leave ISO 9001 unchanged, i.e., re-confirm “as is” for a further five years.
- Positive : 43%
- Negative : 48%
- Neutral : 9%
Option B – Revise ISO 9001 based on the suggestions for change arising from this survey, and produce one revised ISO 9001 standard where all requirements remain equally mandatory.
- Positive : 53%
- Negative : 35%
- Neutral : 12%
Option C – Leave ISO 9001:2008 unchanged, but also develop another standard with an enhanced (higher level) set of QMS requirements for sustained success that could be used for certification.
- Positive : 25%
- Negative : 65%
- Neutral : 10%
Option D – Leave ISO 9001:2008 unchanged, but also develop another standard with a reduced (lighter version) set of requirements that could be used for certification of organizations providing low-risk products.
- Positive : 24%
- Negative : 67%
- Neutral : 9%
Option E – Replace ISO 9001:2008 with a series of three documents (QMS 1, QMS 2, QMS 3) with higher, middle, and lower sets of requirements that could be used for certification depending on the risk and criticality associated with the organization’s products.
- Positive : 26%
- Negative : 66%
- Neutral : 8%
Option F – Replace ISO 9001:2008 with a single standard to include a much broader range of higher and lower sets of requirements, allowing organizations a greater choice depending on risk and criticality associated with the organization’s products.
- Positive : 41%
- Negative : 49%
- Neutral : 10%
Option G – Replace ISO 9001:2008 with a single standard to include a full range of higher, middle, and lower sets of requirements, with points-based maturity assessment.
- Positive : 44%
- Negative : 47%
- Neutral : 9%
Question: How important is it to incorporate the following concepts into ISO 9001?
- Resource management: 75%
- Voice of customers: 74%
- Measures (e.g., performance, satisfaction, return on investment): 72%
- Knowledge management: 72%
- Integration of risk management: 73%
- Systematic problem solving and learning: 73%
- Self-assessment tool: 71%
- Strategic planning: 68%
- Innovation: 65%
- Use of technology to develop and implement requirements: 63%
- Life cycle management: 62%
- Use of technology to run your business: 61%
- Financial resources of the organization: 55%
- Supporting quality tools (e.g., Six Sigma): 55%
In summary, users believe ISO 9001 is an effective quality management standard and with enhancements will remain relevant in the future. Many respondents suggested that, while major changes are not required, improvements could be made to address the ever changing global and business requirements to ensure ISO 9001 remains relevant.
A number of respondents also criticised the way in which ISO 9001 was implemented and recommended better application guidance.
The survey results will provide significant input to the ISO committee’s review process and help determine proposed changes for any revisions of ISO 9001 in the future.