MATURITY ORGANIZATION LEVEL

BASED ON ISO 9004

Maturity Level Target

No. Clause Key Element Score
Level 1 Level 2 Level 3 Level 4 Level 5 2017
1 4 What is the The focus is on products, The focus is on customers and The focus is on people and some The focus is on balancing the The focus is on balancing the
management focus? shareholders and some customers, statutory/regulatory additional interested parties. needs of identified interested needs of emerging interested
with ad hoc reactions to changes, requirements, with some Processes are defined and parties. Continual improvement is parties. Best in class performance
problems and opportunities. structured reaction toproblems implemented for reacting emphasised as a part ofthe is set as a primaryobjective.
2 4 What is the The approach is reactive, and is The approach is reactive, and is The approach is proactive, and the The approach is proactive, with The approach is proactive and
leadership based on top-down instructions. based on decisions by managers at authority to take decisions is high involvement ofthe learning-oriented, with the
approach? different levels. delegated. organisation's people in its empowerment of people at all
decision making. levels.

3 5 How is it decided Decisions are based on informal Decisions are based on customer Decisions are based on the Decisions are based on the Decisions are based on the need
what is important? inputs from the market and other needs and expectations. strategy and linked to needs and deployment of the strategy into for flexibility, agilityand sustained
sources. expectations of interested parties. operational needs and processes. performance.

4 6 What is needed to Resources are managed in an ad Resources are managed Resources are managed Resources are managed efficiently The management and useof
get results? hoc manner. effectively. efficiently. and in a way that takes into resources is planned, efficiently
account their individual scarcity. deployed, andsatisfies the
interested parties.

5 7 How are the There is a non-systematic
activities organised? approach to the organisation of
activities, with only some basic
working procedures or instructions
in place.
Activities are organised by
function, with a basic quality
management system in place.
Activities are organised in a
process-based quality
management system that is
effective and efficient, and which
enables flexibility.
There is a quality management
system that iseffective and
efficient, with good interactions
between its processes, and which
supports agility and improvement.
The processes address the needs
of identified interested parties.
There is a quality management
system that supports innovation
and benchmarking, and which
addresses the needs and
expectations of emerging, as well
as identified, interested parties.

6 8 How are results Results are achieved in a random Some predicted results are Predicted results are achieved, There are consistent,positive, The achieved results are above
achieved? manner. Corrective actions are ad achieved. Corrective and especially for identified interested predicted results, with sustainable the sector average for the
hoc . preventive actions are performed parties. trends. Improvements and organisation, and are maintained
in a systematic way. There is consistent use of innovations are performed in a in the long term.There is
monitoring, measurement and systematic way. implementation of improvement
improvement. and innovation throughout the
organisation
 Maturity Level Target
No. Clause Key Element Score
Level 1 Level 2 Level 3 Level 4 Level 5 2017
7 8 How are results Financial, commercial and Customer satisfaction, key The satisfaction of the Key performance indicators are Key performance indicators are
monitored? productivity indicators are in realisation processes and the organisation's people and its aligned with the organisation's integrated into the real-time
place. performance of suppliers are interested parties is monitored. strategy and are used for monitoring of all processes, and
monitored. monitoring. performance is efficiently
communicated to relevant
interested parties.

8 9 How are Improvement priorities are based Improvement priorities are based Improvement priorities are based Improvement priorities are based Improvement priorities are based
improvement on errors, complaints or financial on customer satisfaction data, or on the needs and expectations of on trends and inputs from other on inputs fromemerging
priorities decided? criteria. corrective and preventive actions. some interested parties, as well as interested parties, as well as interested parties.
those of suppliers and the analysis of social, environmental
organisation's people. and economic changes.

9 9 How does learning Learning occurs randomly, at an There is systematic learning from A systematic and shared learning There is a culture of learning and The organisation's processes for
occur? individual level. the organisation's successes and process is implemented in the sharing in the organisation that learning are shared with relevant
failures. organisation. isharnessed for interested parties, and support
continualimprovement. creativity and innovation.