Date : 11 October 2012
A new ISO standard for organizations of all sizes, types and activities provides a framework for getting the best out of people in the implementation of a quality management system based on ISO 9001.
ISO 10018:2012, Quality management - Guidelines on people involvement and competence, aims to be a useful tool for leaders, managers, supervisors, quality practitioners, quality management representatives and human resource managers. It describes:
The introduction to ISO 10018 affirms: "The overall performance of a quality management system and its processes ultimately depends on the involvement of competent people and whether they are properly introduced and integrated into the organization. The involvement of people is important in order for an organization’s quality management system to achieve outcomes which are consistent and aligned with their strategies and values.
"It is critical to identify, develop and evaluate the knowledge, skills, behaviour and work environment required for the effective involvement of people with the necessary competence.
ISO 10018 takes a process-based approach and describes actions, results and plans for people involvement and competence. If these are monitored, measured and analysed, says the standard, this produces results which enable top management to make decisions for improvement, thus leading to enhanced levels of customer satisfaction.