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INTERNATIONAL
STANDARD
ISO
10014
Second
edition
2021-04
Quality
management
systems
-
Managing
an
organization
for
quality
results
-
Guidance
for
realizing
financial
and
economic
benefits
Systemes de
management
de la
qualite
- Gestion d'un organisme
pour
des resultats qualite -
Recommandations
pour
realiser des
benefices economiques
et
financiers
Reference
number
ISO
10014:2021(E)
©
ISO
2021
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© ISO 2021 - All rights reserved
ISO
10014:2021(E)
Contents
Page
Foreword
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iv
Introduction
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v
1
Scope
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2
Normative
references
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. 1
3
Terms
and
definitions
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4
Top-down
structured
approach
to
realize
financial
and
economic
benefits
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4.1
Overview
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. 3
4.2
Top
-
down
structured
approach
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. 4
4.2.1
General.
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4
4.2.2
Stage
1 -
Analysis
of
results
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4.2.3
Stage
2 -
Analysis
of
processes
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4.2.4
Review
and
approve
results
of
action
taken
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7
Annex
A
(informative)
Financial
and
economic
benefits,
related
metrics
and
linkage
to
quality
management
principles
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Annex
B
(informative)
Examples
of
a
structured
approach
to
business
performance
improvement
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Annex
C
(informative)
Self-assessment
tool
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Annex
D
(informative)
Application
of
quality
management
system
requirements
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Bibliography
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19
iii
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iv
ISO
10014:2021(E)
Foreword
ISO
(the
International
Organization
for
Standardization)
is a
worldwide
federation
of
national
standards
bodies
(ISO
member
bodies).
The
work
of
preparing
International
Standards
is
normally
carried
out
through
ISO
technical
committees.
Each
member
body
interested
in
a
subject
for
which
a
technical
committee
has
been
established
has
the
right
to
be
represented
on
that
committee.
International
organizations,
governmental
and
non-governmental,
in
liaison
with
ISO,
also
take
part
in
the
work.
ISO
collaborates
closely
with
the
International
Electrotechnical
Commission
(IEC)
on
all
matters
of
electrotechnical
standardization.
The
procedures
used
to
develop
this
document
and
those
intended
for
its
further
maintenance
are
described
in
the
ISO/IEC
Directives,
Part
1.
In
particular,
the
different
approval
criteria
needed
for
the
different
types
of
ISO
documents
should
be
noted.
This
document
was
drafted
in
accordance
with
the
editorial
rules
of
the
ISO/IEC
Directives,
Part
2
(see
www.iso.org/directives
).
Attention
is
drawn
to
the
possibility
that
some
of
the
elements
of
this
document
may
be
the
subject
of
patent
rights.
ISO
shall
not
be
held
responsible
for
identifying
any
or
all
such
patent
rights.
Details
of
any
patent
rights
identified
during
the
development
of
the
document
will
be
in
the
Introduction
and/or
on
the
ISO
list
of
patent
declarations
received
(see
www.iso.org/patents
).
Any
trade
name
used
in
this
document
is
information
given
for
the
convenience
of
users
and
does
not
constitute
an
endorsement.
For
an
explanation
of
the
voluntary
nature
of
standards,
the
meaning
of
ISO
specific
terms
and
expressions
related
to
conformity
assessment,
as
well
as
information
about
ISO's
adherence
to
the
World
Trade
Organization
(WTO)
principles
in
the
Technical
Barriers
to
Trade
(TBT),
see
www.iso.org/
iso
/foreword.htm
l.
This
document
was
prepared
by
Technical
Committee
ISO/TC
176,
Quality
management
and
quality
assurance,
Subcommittee
SC
3, Supporting technologies.
This
second
edition
cancels
and
replaces
the
first
edition
(ISO
10014:2006),
which
has
been
technically
revised.
It
also
incorporates
the
Technical
Corrigendum
ISO
10014:2006/Cor
1:2007.
The
main
changes
compared
with
the
previous
edition
are
as
follows:
it
incorporates
changes
in
ISO
9001:2015
quality
management
principles,
rationale
and
concepts;
it
has
been
aligned
with
ISO
9001:2015
and
complements
ISO
9004:2018;
the
content
of
the
document
has
been
simplified,
notably
with
respect
to
terminology
and
structure,
to
make
it
more
readily
understood
and
applied
by
the
interested
parties,
primarily
top
management.
Any
feedback
or
questions
on
this
document
should
be
directed
to
the
user's
national
standards
body.
A
complete
listing
of
these
bodies
can
be
found
at
www.iso.org/members.htm
l.
© ISO
2021
-All
rights
reserved
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ISO
10014:2021(E)
Introduction
This
document
is
intended
to
be
used
by
top
management.
It
provides
guidelines
for
realizing
financial
and
economic
benefits
by
applying
a
top-down
structured
approach.
These
can
also
be
used
to
support
other
types
of
management
systems
such
as
environmental,
or
occupational
health
and
safety.
The
structured
approach
monitors
and
manages
key
business
and
quality
management
metrics.
Using
validated
metrics
as
indicators
of
business
performance,
improvement
actions
are
taken
by
applying
the
quality
management
principles
described
in
ISO
9000:2015
and
the
quality
management
system
of
ISO
9001:2015
.
The
guidelines
in
this
document
can
be
applied
to
an
organization
before
or
after
implementing
ISO
9001:2015.
The
quality
management
principles
are:
a)
customer
focus;
b)
leadership;
c)
engagement
of
people;
d)
process
approach;
e)
improvement;
f)
evidence-based
decision
making;
g)
relationship
management.
Applying
these
principles
throughout
the
organization
is
a
strategic
top
management
decision.
Financial
benefits
are
realized
within
the
organization
by
implementing
and
utilizing
cost-effective
management
system
practices
based
on
the
seven
quality
management
principles.
The
resulting
organizational
and
financial
improvements
are
expressed
in
monetary
form.
Economic
benefits
are
achieved
by:
application
of
the
seven
quality
management
principles,
which
establish
and
enable
a
linkage
between
effective
management
and
the
realization
of
financial
benefits,
economic
benefits
and
organizational
goals
(see
Annex
A);
use
of
a
structured
Plan-Do-Check-Act
(PDCA)
continual
improvement
cycle,
which
identifies
action
plans
based
on
data
and
information
resulting
from
implementation
of
the
process
approach;
adoption
of
the
quality
management
principles
in
daily
operating
practice,
through:
effective
management
of
resources;
implementation
and
monitoring
of
management
system
processes
to
improve
the
overall
effectiveness
and
efficiency
of
the
organization.
Financial,
economic
and
organizational
benefits
resulting
from
the
application
of
the
principles
include,
but
are
not
limited
to:
improved
net
revenues;
improved
budgetary
performance;
reduced
costs;
reduced
business
risks;
improved
cash
flow;
improved
return
on
investment;
©
]SO
2021
-
AJ
l rights reserved
V
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vi
ISO
10014:2021(E)
improved
retained
earnings;
increased
competitiveness
(market
share);
improved
customer
retention
and
loyalty;
optimized
use
of
available
resources;
enhanced
employee
engagement;
improved
intellectual
capital;
optimized,
effective
and
efficient
processes;
improved
supply
chain
performance;
reduction
of
unpredictable
business
results.
© ISO
2021
-All
rights
reserved