Plan – establish objectives and make plans (analyze your organization's

situation, establish your overall objectives and set your interim targets, and
develop plans to achieve them).

Do – implement your plans (do what you planned to).

Check – measure your results (measure/monitor how far your actual

achievements meet your planned objectives).

Act – correct and improve your plans and how you put them into practice
(correct and learn from your mistakes to improve your plans in order to
achieve better results next time).

ISO 9001:2000 Cross Reference Map

ISO 9001:2000 Description
Clauses
1. Scope Scope of the QMS, areas covered and any exclusions identified
2. Normative The normative reference ISO 9000:2000 (fundamentals/vocabulary) must be used in
Reference conjunction with the standard itself
3. Terms & The terms and definitions given in ISO 9000 apply.
Definitions
4.1 General This clause covers the requirement of the organisation to actually set up a quality manag
Requirements system, and broadly sets out the activities associated with this. The organisation shall
4.1 a) document, implement and maintain a quality management system (QMS) and continually
4.1 b) improve its effectiveness in accordance with the requirements of the standard.
4.1 c)

4.1 d)
4.1 e)

4.1 f)
4.2 Documentation The important issue here is that people must have the information they need to do their jo
Requirements The QMS must include quality policy, quality objectives, quality manual, documented
procedures, documents to ensure the effective planning, operation and control of its proc
and records. All documents are required to be controlled. Also required is the control of
records, i.e. identification, storage, protection, retrieval, retention time and disposition of
records.
5. Management Specifically identifies the responsibility of top management and the need for effective
Responsibility leadership
5.1 Management Top management shall provide evidence of its commitment to the development and
Commitment implementation of the QMS and continually improving its effectiveness
5.2 Customer Focus Top management shall ensure that customer requirements are determined and are met w
the aim of enhancing customer satisfaction
5.3 Quality Policy A Quality Policy establishes a commitment to quality, a commitment to continuous
improvement, the context for quality objectives and how the objectives relate to customer
requirements
5.4 Planning Top management shall ensure that the planning of the QMS is carried out in order to mee
requirements of the standard as well as the quality objectives. The integrity of the QMS is
maintained when changes to the QMS are planned and implemented.
5.5 Responsibility, Top management shall ensure that responsibility and authorities are defined and
 Authority & communicated within the organisation. Everybody should know what they are expected to
Communication (responsibilities) and what they are allowed to do (authorities). They should understand h
these responsibilities and authorities relate to each other. A Management representative
to be appointed who has responsibility for the QMS. Appropriate communication process
need to be established and the effectiveness of the QMS must be communicated to the
organisation.
5.6 Management The QMS must be reviewed at planned intervals, to ensure its continuing suitability, adeq
Review and effectiveness. Records from the review must be maintained. The review inputs and o
must be clearly stated.
6. Resource To ensure that the resources needed to both maintain and improve the QMS are availabl
Management also to carry out the work required in a manner that will satisfy customer requirements.
6.1 Provision of The organisation shall determine and provide resources needed to implement and mainta
Resources QMS and continually improve its effectiveness, and to enhance customer satisfaction by
meeting customer requirements
6.2 Human Personnel performing work affecting quality of service, shall be competent on the basis o
Resources appropriate education, training, skill and experience. The organisation must determine th
necessary competence and provide training to satisfy these. They must evaluate the
effectiveness of the training and maintain appropriate records. They must also ensure tha
personnel are aware of the relevance and importance of their activities and how they con
to the achievement of the quality objectives
6.3 Infrastructure The organisation shall determine, provide and maintain the infrastructure needed to perfo
work. Infrastructure includes buildings, workspace, utilities, equipment and supporting se
This means determining and providing for current infrastructure requirements and plannin
expected future needs.
6.4 Work The organisation shall determine and manage the work environment needed to achieve
Environment conformity of service
7.1 Planning of The organisation shall plan and develop the processes needed for service realisation. Th
Product includes the need to establish processes, documents, and provide resources specific to t
Realisation service; required verification, validation, monitoring, inspection and test activities specific
service, and also the records needed to provide evidence that the realisation processes a
resulting service meet the requirements
7.2 Customer The organisation shall determine customer requirements, statutory and regulatory
Related requirements and any additional requirements determined by the organisation, and review
Processes these requirements. Records resulting from the review and actions arising should be
maintained. This clause focuses mainly on the service provided, but can cover additional
factors such as regulatory or legal requirements, and unspecified customer expectations.

7.3 Design & The organisation shall plan and control the design and development of its service. This
Development requires determining the design and development stages, the review, verification and val
of each stage, and the responsibilities and authorities for design and development. This c
requires you to have controls for the design processes and to establish a disciplined appr
to the design process. The design process should include inputs, outputs, review, verifica
and validation. Design and development changes also need to be identified and records
maintained.
7.4 Purchasing The organisation shall ensure that purchased product conforms to specified purchase
requirements. The organisation shall evaluate and select suppliers based on their ability
supply product in accordance with these requirements. Criteria for selection, evaluation a
evaluation shall be established. Records of results of evaluation shall be maintained. The
organisation shall also establish and implement the inspection or other activities necessa
(verification) for ensuring that purchased product meets specified requirements.
7.5.1 Control of This clause describes the various types of controls that you might need to have in place f
production & delivery of service. These include the availability of information that describes the service
service provision availability of work instructions, the use of suitable equipment, the availability of monitorin
measuring devices and the implementation of monitoring and measurement.
7.5.2 Validation of ITD do not have any processes where the resulting outputs cannot be verified by subseq
 processes for monitoring and measuring, therefore this clause is excluded
production and
service provision
7.5.3 Identification & Where appropriate, the organisation shall identify the product/service by suitable means.
Traceability Where traceability is a requirement, the organisation shall control and record the unique
identification of the product / service. Identification is knowing what the product or service
resulting from a particular process is. Where you need to identify a product/service, the
methods used and the records to be kept need to be defined. Traceability is knowing whe
product/service came from.
7.5.4 Customer The organisation shall identify, verify, protect and safeguard customer property provided
Property use or incorporation into the product/service.
7.5.5 Preservation of The organisation shall preserve the conformity of the product/service during internal proc
Product and delivery to the intended destination. This preservation shall include identification, han
packaging, storage and protection.

7.6 Control of This means having confidence in the equipment used to check your work. This clause ap
monitoring & to organisations where monitoring devices and measuring equipment are used to verify th
measuring what you are providing meets your customer requirements. Monitoring implies observatio
devices supervision activities. Measurement considers the determination of a quantity, magnitude
dimension. Where necessary to ensure valid results, measuring equipment shall be calib
adjusted, safeguarded and protected from damage and deterioration.
 ISO 9001:2000 Description
Clauses
8.1 Measurement This clause covers the wider monitoring, measurement, analysis and improvement of the
Analysis & quality management system. The organisation shall plan and implement the monitoring,
Improvement measurement, analysis and improvement processes needed to demonstrate conformity o
product/service, to ensure conformity of the QMS and to continually improve the effective
of the QMS. This shall include determination of applicable methods, including statistical
techniques, and the extent of their use.
8.2.1 Customer The organisation shall monitor information relating to customer perception as to whether
Satisfaction have met customer requirements. The methods for obtaining and using this information s
be determined. Monitoring of customer satisfaction should be performed on an ongoing b
as customers’ perceptions of performance change over time. The results of the customer
satisfaction monitoring should be addressed in the management review and continual
improvement activities, to identify and implement those changes which will improve the
relationship with customers. Note: Satisfaction is not the opposite of dissatisfaction.
Satisfaction can produce a neutral response whereas dissatisfaction can produce a stron
negative response!
8.2.2 Internal Audit The organisation shall conduct internal audits at planned intervals to determine whether t
QMS conforms to the standard and to the QMS requirements established by the organisa
and is effectively implemented and maintained. The responsibilities and requirements for
planning and conducting audits, and for reporting results and maintaining records shall be
defined in a documented procedure. Management must ensure that actions are taken wit
undue delay to eliminate detected nonconformities and their causes. Follow-up activities
include the verification of the actions taken and the reporting of verification results.
8.2.3 Monitoring & The organisation shall apply suitable methods for monitoring and measuring the QMS
Measurement of processes. These methods shall demonstrate the ability of the processes to achieve plan
Processes results. When planned results are not achieved, corrective action shall be taken, as
appropriate, to ensure conformity of the service.
8.2.4 Monitoring & There is considerable overlap between this clause and the previous one. In many cases
Measurement of same monitoring or measurement procedures will be adequate for the purposes of monit
Product or measuring both processes and products / services.
8.3 Control of The standard requires you to have ways to identify a product or service nonconformity an
Nonconforming decide what to do about it. You need to have a documented procedure describing how y
product comply with the requirements and to record any such activities. When nonconforming pro
is corrected it shall be subject to re-verification to demonstrate conformity to the requirem
 ISO 9001:2000 Description
Clauses
8.4 Analysis of Data Analysing data is an essential activity for any possible improvement in the quality manag
system, in the processes and in the product/service. The organisation shall determine, co
and analyse appropriate data to demonstrate the suitability and effectiveness of the QMS
to evaluate where continual improvement of the effectiveness of the QMS can be made.
shall include data generated as a result of monitoring and measurement and from other
relevant sources. The analysis of data shall provide information on customer satisfaction;
conformity of product/service requirements; characteristics and trends of processes and
products including opportunities for preventive action; and suppliers.
8.5.1 Continual Continual improvement is the process of taking actions on a recurring basis to implement
Improvement agreed solutions that should bring positive benefits. The organisation shall continually im
the effectiveness of the QMS through the use of the quality policy, quality objectives, aud
results, analysis of data, corrective and preventive actions and management review.

8.5.2 Corrective Action Corrective action is an important improvement activity. Corrective action identifies measu
needed to correct identified problems. It seeks to eliminate permanently the causes and
consequent effects of problems that could have a negative impact on business results; th
organisation’s products/services, processes and QMS; and the satisfaction of customers.
Corrective action involves finding the cause of a particular problem and then putting in pla
the necessary actions to prevent it from recurring.
8.5.3 Preventive Preventive action seeks to prevent the occurrence of potential problems that could have
Action negative effect on business results, products/services, processes, QMS or customer
satisfaction. A documented procedure shall define requirements for determining potential
nonconformities and their causes; evaluating the need for action to prevent occurrence o
nonconformities; determining and implementing action needed; records of the results of a
taken; and reviewing preventive action taken.