International

Standard

ISO 10009
Quality management — Guidance First edition
for quality tools and their 2024-06
application
Management de la qualité — Recommandations pour les outils
qualité et leur mise en oeuvre

Reference number
ISO 10009:2024(en) © ISO 2024
 ISO 10009:2024(en)

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 ISO 10009:2024(en)

Contents Page

Foreword....................................................................................................................................................................................................................................................... v
Introduction............................................................................................................................................................................................................................................ vi
1 Scope.............................................................................................................................................................................................................................................. 1
2 Normative references.................................................................................................................................................................................................. 1
3 Terms and definitions................................................................................................................................................................................................. 1
4 Quality tools........................................................................................................................................................................................................................... 1
4.1 General.........................................................................................................................................................................................................................1
4.2 ​Review.......................................................................................................................................................................................................................... 2
5 Strategy....................................................................................................................................................................................................................................... 2
5.1 SWOT analysis...................................................................................................................................................................................................... 2
5.2 PESTLE analysis.................................................................................................................................................................................................. 3
5.3 Porter’s five or six forces............................................................................................................................................................................. 3
5.4 Vision and mission statements.............................................................................................................................................................. 4
5.4.1 Vision.......................................................................................................................................................................................................... 4
5.4.2 Mission...................................................................................................................................................................................................... 4
5.5 Other relevant tools......................................................................................................................................................................................... 4
6 Process approach and planning....................................................................................................................................................................... 5
6.1 SIPOC/COPIS (useful for identifying processes)..................................................................................................................... 5
6.2 Turtle diagram...................................................................................................................................................................................................... 6
6.3 Control plan.............................................................................................................................................................................................................7
6.4 Flow diagram/swim lane diagram/cross-functional flow chart.............................................................................8
6.5 Authority matrix/RACI/RASCI..............................................................................................................................................................9
6.6 Other relevant tools......................................................................................................................................................................................10
7 Risk and opportunity................................................................................................................................................................................................ 10
7.1 SWIFT........................................................................................................................................................................................................................10
7.2 Risk register/risk assessment.............................................................................................................................................................10
7.3 Failure mode and effects analysis (FMEA)...............................................................................................................................11
7.4 Traffic light/heat map................................................................................................................................................................................ 12
7.5 Other relevant tools..................................................................................................................................................................................... 13
8 ​Objectives and objective management................................................................................................................................................... 13
8.1 Kaizen....................................................................................................................................................................................................................... 13
8.2 Hoshin Kanri (also known as the “X-matrix”)...................................................................................................................... 13
8.3 Management by objectives (MBO).................................................................................................................................................. 15
8.4 Other relevant tools..................................................................................................................................................................................... 15
9 Customer focus/perception................................................................................................................................................................................ 15
9.1 Quality function deployment (QFD).............................................................................................................................................. 15
9.2 Net promoter score (NPS).......................................................................................................................................................................16
9.3 Kano model........................................................................................................................................................................................................... 17
9.4 Pugh matrix / Decision matrix...........................................................................................................................................................18
9.5 Other relevant tools...................................................................................................................................................................................... 19
10 Process performance................................................................................................................................................................................................ 19
10.1 Theory of constraints (ToC).................................................................................................................................................................. 19
10.2 Value stream management (VSM).................................................................................................................................................. 20
10.3 Process wastes/muda.................................................................................................................................................................................21
10.4 Work breakdown structure (WBS)............................................................................................................................................... 22
10.5 Spaghetti diagram......................................................................................................................................................................................... 22
10.6 5S.................................................................................................................................................................................................................................. 23
10.7 Overall equipment effectiveness (OEE).......................................................................................................................................24
10.8 Production levelling (Heijunka)........................................................................................................................................................ 25
10.9 Other relevant tools..................................................................................................................................................................................... 25


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