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Unit-Iso 9004:2018 INSTITUTO URUGUAYO UNIT-ISO DE NORMAS TÉCNICAS 9004:2018 (Adopción UNIT noviembre 2018) Edición 2018-11 Gestión de la calidad — Calidad de una organización — Orientación para lograr el éxito sostenido (ISO 9004:2018, IDT) Quality management — Quality of an organization — Guidance to achieve sustained success Management de la qualité — Qualité d'un organisme — Lignes directrices pour obtenir des performances durables Número de referencia UNIT-ISO 9004:2018 Licenciado por UNIT para el curso on line Gestión de la calidad y sistemas integrados 2020-04-15 Licencia individual, prohibida su copia y distribución El INSTITUTO URUGUAYO DE NORMAS TÉCNICAS ha adoptado en noviembre de 2018 la Norma ISO 9004:2018 como Norma: UNIT-ISO 9004:2018; Gestión de la calidad — Calidad de una organización — Orientación para lograr el éxito sostenido. El texto de esta Norma UNIT-ISO corresponde a la traducción idéntica de la Norma ISO 9004 la que ha sido publicado por UNIT sin modificaciones. Esta norma anula y sustituye a la Norma UNIT-ISO 9004:2009. A los efectos de la aplicación de esta Norma UNIT-ISO las referencias normativas de la Norma ISO 9004 original se ajustan a las indicadas en la siguiente tabla: Referencia original ISO Se aplica ISO 9000:2015 UNIT-ISO 9000:2015 En la siguiente tabla se indica la correspondencia entre la Bibliografía de la norma ISO/TS y documentos editados por UNIT. Bibliografía ISO/TS Documentos UNIT ISO 9001 UNIT-ISO 9001 ISO/TS 9002 PU UNIT-ISO/TS 9002 ISO 10001 UNIT-ISO 10001 ISO 10002 UNIT-ISO 10002 ISO 10003 UNIT-ISO 10003 ISO 10004 UNIT-ISO 10004 ISO 10005 UNIT-ISO 10005 ISO 10006 UNIT-ISO 10006 ISO 10007 UNIT-ISO 10007 ISO 10012 UNIT-ISO 10012 ISO/TR 10013 UNIT-ISO/TR 10013 ISO 10014 UNIT-ISO 10014 ISO 10015 UNIT-ISO 10015 ISO 10018 UNIT-ISO 10018 ISO 10019 UNIT-ISO 10019 ISO 14001 UNIT-ISO 14001 ISO 14040 UNIT-ISO 14040 ISO 14044 UNIT-ISO 14044 ISO/TR 14062 UNIT-ISO/TR 14062 ISO 19011 UNIT-ISO 19011 ISO 19600 PU UNIT-ISO 19600 ISO 22000 UNIT-ISO 22000 ISO 22301 PU UNIT-ISO 22301 ISO 26000 UNIT-ISO 26000 ISO 31000 UNIT-ISO 31000 ISO 37001 PU UNIT-ISO 37001 ISO 39001 UNIT-ISO 39001 ISO 45001 UNIT-ISO 45001 ISO 50001 UNIT-ISO 50001 Licenciado por UNIT para el curso on line Gestión de la calidad y sistemas integrados 2020-04-15 ii Licencia individual, prohibida su copia y distribución ISO/IEC 27000 UNIT-ISO/IEC 27000 ISO/IEC 27001 UNIT-ISO/IEC 27001 ISO/IEC 27002 UNIT-ISO/IEC 27002 Los restantes documentos normativos citados en la bibliografía se pueden obtener en UNIT en sus idiomas originales. DOCUMENTO PROTEGIDO POR DERECHOS DE AUTOR (COPYRIGHT) © ISO 2018 © UNIT 2018 Todos los derechos reservados. Ninguna parte de esta publicación puede ser reproducida o utilizada en cualquier forma o por medio alguno, electrónico o mecánico, incluyendo fotocopias, microflim, etc., sin el permiso escrito del Instituto Uruguayo de Normas Técnicas, en su calidad de representante exclusivo de la ISO en Uruguay, o por la propia ISO. INSTITUTO URUGUAYO DE NORMAS ISO copyright office TECNICAS Case postale 56 • CH-1211 Geneva 20 Plaza Independencia 812 piso 2 Tel. + 41 22 749 01 11 C.P. 11.100, Montevideo, Uruguay Fax + 41 22 749 09 47 Tel. + 598 2 901 20 48 E-mail: [email protected] Fax + 598 2 902 16 81 Web: www.iso.org E-mail: [email protected] Web: www.unit.org.uy Licenciado por UNIT para el curso on line Gestión de la calidad y sistemas integrados 2020-04-15 iii Licencia individual, prohibida su copia y distribución Licenciado por UNIT para el curso on line Gestión de la calidad y sistemas integrados 2020-04-15 Licencia individual, prohibida su copia y distribución Índice Página Prólogo ............................................................................................................................................................................ vii Prólogo de la versión en español ......................................................................................................................... viii Introducción .................................................................................................................................................................. ix 1 Objeto y campo de aplicación ...................................................................................................................... 1 2 Referencias normativas ................................................................................................................................ 1 3 Términos y definiciones ................................................................................................................................ 1 4 Calidad de una organización y éxito sostenido ..................................................................................... 2 4.1 Calidad de una organización ......................................................................................................................... 2 4.2 Gestión para el éxito sostenido de una organización .......................................................................... 3 5 Contexto de una organización ..................................................................................................................... 4 5.1 Generalidades ...................................................................................................................................................... 4 5.2 Partes interesadas pertinentes .................................................................................................................... 4 5.3 Cuestiones externas e internas .................................................................................................................... 4 6 Identidad de una organización ................................................................................................................... 5 6.1 Generalidades ...................................................................................................................................................... 5 6.2 Misión, visión, valores y cultura .................................................................................................................. 6 7 Liderazgo ............................................................................................................................................................ 6 7.1 Generalidades ...................................................................................................................................................... 6 7.2 Política y estrategia ........................................................................................................................................... 7 7.3 Objetivos ................................................................................................................................................................ 9 7.4 Comunicación ...................................................................................................................................................... 9 8 Gestión de los procesos ................................................................................................................................. 9 8.1 Generalidades ...................................................................................................................................................... 9 8.2 Determinación de los procesos ................................................................................................................. 10 8.3 Responsabilidad y autoridad relativas a los procesos ..................................................................... 11 8.4 Gestión de los procesos ................................................................................................................................ 11 9 Gestión de los recursos ............................................................................................................................... 13 9.1 Generalidades ................................................................................................................................................... 13 9.2 Personas ............................................................................................................................................................. 14 9.3 Conocimiento de la organización ............................................................................................................. 15 9.4 Tecnología .......................................................................................................................................................... 16 9.5 Infraestructura y ambiente de trabajo ................................................................................................... 16 9.6 Recursos proporcionados externamente .............................................................................................. 17 9.7 Recursos naturales ......................................................................................................................................... 18 10 Análisis y evaluación del desempeño de una organización .......................................................... 19 10.1 Generalidades ................................................................................................................................................... 19 10.2 Indicadores de desempeño ......................................................................................................................... 19 10.3 Análisis del desempeño ...............................................................................................................................
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