ISO 9001 Consultants | Cheshire | North Wales | Manchester

7. Support

7.1 Resources

7.1.1 General


Your organisation should decide on what is required to effectively operate the business and QMS and maintains the resources necessary to ensure that it is effective with regards to performance.


We do this by considering the capabilities and constraints on your organisation and by ensuring that your operations are properly financed where appropriate, adhered to and maintained to fulfil compliance with ISO 9001 and to make your organisation better. Where appropriate you will source external providers to support your operational capability.



7.1.2 People


Determine and employ the persons necessary for the effective implementation of the QMS and for the operation and control of your processes.


Do this by


  • Interview - select the correct staff based on your requirement.


  • Further training and awareness.


  • Ongoing monitoring of staff competency



7.1.3 Infrastructure


Provide for the correct operation of your processes and maintain your infrastructure by ensuring that you have the correct supporting products and services.


Whilst maintaining and improving your infrastructure, take into consideration


a) Buildings and associated utilities.


b) Equipment, including hardware and software.


c) Transportation resources.


d) Information security and communication technology.



7.1.4 Environment for the operation of processes


Determine, provide and maintain your working environment necessary for the operation of your processes.


Whilst maintaining and improving your environment take into consideration a combination of human factors such as


a) Social.


b) Psychological.


c) Physical.



7.1.5 Monitoring and measuring resources

7.1.5.1 General


Determine and provide for the resources needed to ensure valid and reliable results when monitoring and measuring is used to help you to verify the conformity of your products and / or services to customer requirements.


Do this by


a) Selecting the appropriate type of monitoring and measuring activity.


b) Ensuring that the monitoring and measuring activity itself is appropriately maintained and tested where possible, to maintain a continuing fitness for purpose.


c) Retaining documented information where it is considered appropriate, as evidence of fitness for purpose.



7.1.5.2 Measurement traceability


When measurement traceability is a requirement, to provide confidence in the validity of your processes, ensure that your measuring equipment is suitable.


Do this by


a) Identifying what needs to be tested, serviced, calibrated or maintained.


b) Testing, servicing, calibrating or maintaining the equipment to your own, customers, sector best practice or manufacturer's standards.


c) Safeguarding it from improper use, damage, deterioration or adjustments considered detrimental to its intended purpose.


d) Ensuring that any retained documented information to support the validity of this process, is safely kept and can be located.



7.1.6 Organizational knowledge


To achieve conformity of products and services, employ the people required to support your commitment to your customers. Intend to develop, use and maintain your knowledge base to keep our organisation reliable, safe, secure and efficient.


We understand that organisational knowledge is acquired and used throughout, we gain this from


  • Intellectual property.


  • Experience of staff.


  • Customers.


  • Lessons learned.


  • Success of your process.


  • Sharing undocumented knowledge.


  • Standards.


  • Academia.


  • Training, conferences or other external events.


  • External providers.



7.2 Competence


Ensure that the competency of persons acting for and on behalf of your organisation and QMS management is competent based on experience. If not, adequate training should be provided and records available where qualification is sought.


Your organisation should ensure that all your personnel who are assigned responsibilities defined in the business and QMS are competent to perform the tasks required of them.


Do this by


a) Determining necessary competence for personnel performing work affecting the organisation.


b) Provide training or taking other actions (e.g. employing competent personnel) to satisfy your organisation’s needs.


c) Evaluating the effectiveness of education and training.


d) Maintaining personnel records.



7.3 Awareness


Persons completing work for you shall be made aware of your QMS responsibilities.


Do this by


a) Communicating the quality policy.


b) Communicating the relevant quality objectives if necessary.


c) Ensuring personnel understand that their contribution to the QMS and its effectiveness is important.



7.4 Communication


Communicate your quality issues and a range of communications relevant to internal and external matters.


These could be


a) Client issues and comments.

b) Product and service non-compliance / nonconformity.


c) Performance of the QMS after internal and external audits.


7.5 Documented information

7.5.1 General


QMS documentation is necessary for the effectiveness of the system in your organisation.


This includes


a) Documented procedures as you require.


b) QMS Policy, objectives, company scope and boundaries.


c) Internal Audits.


d) Management Reviews.



7.5.2 Creating and updating


All of your controlled (Issued by you) QMS documents shall be Identified and described.


They shall be


a) In a format, suitable for your organisation.


b) Reviewed and approved when required.



7.5.3 Control of documented information


Documents required shall be protected and controlled.


7.5.3.1 Ensure that you control our own documentation.


Do this by


a) Ensuring that it is available and suitable for use.


b) Ensuring that personnel can find the appropriate document location.


c) Ensuring that it is adequately protected, i.e. templates shall be properly controlled to ensure that changes are authorised and known by those who require.



7.5.3.2 Ensure that you are rational in controlling your documented information.


Do this by


a) Controlling distribution, access, retrieval and use.


b) Storing and preserving templates.


c) Control changes so unauthorised versions of documents do not become available.


d) Retain documents as required, for instance an archive.


e) Approving documents for adequacy prior to issue.


f) Being sensible in your quality control so that the QMS does not become an unnecessary burden on your organisation.

g) Archiving older documentation.


I hope this helps

SteveB