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Latest Developments in the ISO 9001 Revision Process

Latest Developments in the ISO 9001 Revision Process

June 27, 2014 – The latest developments in the ISO 9001 revision process arrived with the issue of ISO/DIS 9001. While the formal draft describes the requirements outlined in the revised version of ISO 9001 it is not the final version. However, it does give an indication on what might be included. Caution – further changes are likely before final publication of ISO 9001:2015 which is currently scheduled to be released in Q4 2015.

As previously noted – the main areas of changes proposed in ISO/DIS 9001 are:

  1. Structure and terminology, including incorporation of  Annex SL framework;
  2. The wider internal and external context of an organization’s Quality Management Systems (QMS) (Clauses 4 and 6);
  3. Detailed Quality Management System (QMS) requirements’ (broadly clauses 5 & 7 – 10)

1. Structure and Terminology: DIS adopts Annex SL, notable changes in terminology

ISO/DIS 9001 adopts the new clause structure specified in Annex SL which is now the required framework for all new and revised ISO Standards. This is to ensure that the final version of ISO 9001 is aligned and harmonized with other management systems standards. Following Annex SL structure presents QMS requirements in a more consistent, rational manner and not simply a template for elements of an organization’s QMS.

ISO/DIS 9001 contains some notable changes in the terminology used in ISO 9001:2008:

ISO 9001:2008 ISO 9001:2015 (DIS version)
‘Products’  ‘Products and services’
‘Documentation’ ‘Records’  ‘Documented information’
‘Work environment’ ‘Environment for the operation of processes’
‘Purchased product’ ‘Externally provided products and services’
‘Supplier’ ‘External provider’

In addition, there would no longer be any requirement to identify any ‘Exclusions’, i.e. QMS requirements that could not be applied due to the nature of the organizations business (clause 1.2 in ISO 9001: 2008).

2. Organizational Context: Quality Management Systems to be more externally oriented

ISO/DIS 9001 requires organizations establishing a QMS to

A.    determine relevant internal and external issues,

B.    understand the needs and expectations of interested parties,

C.    specify the scope of applicability of the Quality System

D.    consider these aspects together in order to properly understand the risks and opportunities and they present

The proposed changes in methodology require a move away from a purely inward-focusing approach to QMS development and implementation to one where external or ‘outside’ factors have a greater influence on the way in which the QMS is focused and prioritized; to be as effective as possible in meeting key internal and external objectives. An organization seeking to implement a QMS needs to determine the interested parties relevant to its QMS and their requirements.

Another important change is the adoption of a risk-based approach when developing and implementing its QMS. Organizations must identify the risks and opportunities that need to be addressed to ensure that the QMS can achieve its intended outcome(s) including those relevant to or determined by its organizational context. Organizations must plan actions to address these risks and opportunities, integrate and implement them into its QMS processes and evaluate their effectiveness.

3. Numerous changes to QMS Requirements

In addition to the adoption of a risk-based approach, there are several other new requirements:

A.    Organizations implementing a QMS must identify the necessary competence for personnel doing work that affects its quality performance, and ensure that they are competent to do so.

B.    A requirement to identify and maintain the knowledge needed to ensure the Organization achieves conformity of products and services.

C.    While ‘Preventive action’ is no longer a specific clause in ISO/DIS 9001, it is now the primary objective of a risk based QMS.

ISO/ DIS 9001 fully expects organizations to apply a process approach when planning, implementing and developing their QMS. It specifies requirements identifying the quintessential elements of such an approach, as well as the key aspects of their interaction(s).

How can Quality Resource Center HELP?

Quality Resource Center provides training to assist our clients in understanding the requirements of ISO/ DIS 9001. Quality Resource Center offers ISO 9001 Consultants and ISO Consulting Services. Quality Resource Center offers a broad array of training and certification services, as well as Internal Auditor and Auditing expertise.

FUTURE UPDATES

A copy of the ISO/DIS 9001 standard can be purchased.

The official ISO 9001:2015 working group (ISO/TC 176/SC 2) responsible for the development and publishing of the ISO 9001:2015 standard will develop a matrix showing a correlation between the clauses of ISO 9001:2008 and ISO/DIS 9001:2015.

Global Food Safety Initiative

CEOs of global companies came together at The Consumer Goods Forum (CIES at the time) and agreed that consumer trust needed to be strengthened and maintained through a safer supply chain. The Global Food Safety Initiative (GFSI) was launched as a non-profit making foundation in 2000, to achieve this through the harmonization of food safety standards that would drive reduce audit duplication throughout the supply chain by developing a model that determines equivalency between existing food safety schemes, whilst leaving flexibility and choice in the marketplace.

Today, The Global Food Safety Initiative collaborates with international food safety experts from the entire food supply chain at Technical Working Group and Stakeholder meetings, conferences and regional events to share knowledge and promote a harmonized approach to managing food safety across the industry. GFSI is managed by an industry-driven GFSI Board of Directors and supported by The Consumer Goods Forum Board of Directors, with particular support from Irene Rosenfeld, Chairman and CEO, Kraft Foods and Bill McEwan, President & CEO, Sobeys Inc.

The Global Food Safety Initiative  endorses food manufacturing, distribution and agent/broker management certification by certain international organizations through the SQF Program. The SQF Program is administered by the SQF Institute (SQFI), a division of the Food Marketing Institute (FMI), and is the result of more than 15 years of development. The certification program includes two standards – SQF 1000 and SQF 2000.

SQF 1000 or “Safe Quality Food” is universally recognized by retailers and foodservice providers around the world who require a rigorous, credible food safety management system. Using the SQF 1000 certification program reduces assessment inconsistencies and costs of multiple assessment standards.

Being compliant with SQF demonstrates the supplier’s commitment to:

  • Produce safe and quality food
  • Comply with the requirements of the SQF code
  • Comply with applicable food legislation

The SQF 2000 Code is a (Hazard Analysis and Critical Control Point) HACCP-based food safety and quality management program designed primarily for the food processing and food manufacturing sector. The SQF 2000 Code is divided into three certification levels. Each level indicates the stage of development of a Supplier’s food safety and quality management system.

  • Level 1 Food Safety Fundamentals
  • Level 2 Certified HACCP Food Safety Plans
  • Level 3 Comprehensive Food Safety and Quality Management System

SQF certification is supported and in many cases mandated by an increasing number of international retailers and foodservice providers, and the SQF Program is part of a landmark agreement among seven global retailers on mutual acceptance of global food safety systems.

More Updates on ISO 9001:2015

The working draft is not yet complete. Once all of the comments receive are dispositioned, the Draft International Standard (DIS) will be released. This is expected in June or July of this year. Comments from the public will be requested in order to finalize the standard.
Several new requirements are currently in the draft, including

  1. “Products and Services” will replace “Products”.
  2. While the concept of exclusions will still apply, though the term “exclusions” will not be used.
  3. The terms “document” and “records” are being replaced by a single term “documented information”. Control for documented information will be the same as the 2008 standard.
  4. An expanded planning section will be titled “Context of the Organization” and will require companies to consider the needs of all interested parties in the design of the QMS.
  5. Much more emphasis will be placed on requirements for managing the organizations processes using the process approach and will require process owners, process inputs, process outputs and process measures.
  6. While the title of “management representative” will be dropped, the requirement for top management to appoint one or more individuals to be responsible for monitoring and reporting on the QMS will still be included.
  7. Formal “preventive action” process will be dropped, and be replace with the addition of “risk based thinking” in the planning of the QMS and new product design and development.

The intention is still to release the FDIS (final draft international standard) early next year and the published standard by the end of the year.
Regarding the Transition Period –

  1. While the transition period is expected to be 3-years, final approval on that has not been completed. That said, companies can simply transition to the new standard during their normal re-certification audit.
  2. Certification Bodies (CBs, or registrars) may start their training next year, after the FDIS is released. Because of the huge changes to the standard, the details around “what is expected by a 3rd-party auditor will take some time. Starting in 2016, CBs may start auditing to the new standard, but a lot of details will be being worked out during this first year, so there will likely be inconsistencies in these audits as everyone gets used to the new standard.
  3. Because of the big changes, most experts advise that companies retain their ISO 9001:2015 Consultants before the end of next year, thus avoiding the expected turmoil during audits to the new standard in 2016.

That’s all for now, more when information becomes available.

More Updates on ISO 14001:2015

As the release of the new Version of ISO 14001 nears, impacted organizations should start preparing themselves for the important changes that will be required. As it has been 10 years since the current Version of ISO 14001:2004 was released, it is apparent that with new release of the second Committee Draft (CD2) will bring significant changes.

As mentioned in the past, development of the new version began in early 2012 and is expected to be officially released in January 2015.

As with any new version of a standard, organizations currently certified to ISO 14001:2004 will be granted a transition period to allow for upgrade to the new standard. Quality Resource Center will release a transition guideline to all certified clients after publication of the standard.

To help organizations become familiar with the proposed upcoming changes, some of the key changes have been identified below.

The Scope shall not exclude activities, products and services within the organization’s control or influence that can have significant environmental aspects (see 6.1.4).

Structural Changes

Key Changes in Requirements

  1. Scope
  2. Normative References
  3. Terms and Definitions
  4. Context of the Organization
  5. Leadership
  6. Planning
  7. Support
  8. Operation
  9. Performance Evaluation
  10. Improvement

Additional language will require –

  • Determinations regarding how the organization will integrate its environmental management system requirements into its business processes.
  • Requiring Top Management demonstrate leadership and commitment with respect to the environmental management system
  • Organizations determine significant environmental aspects and organizational risks and opportunities by assuring the environmental management system can achieve its intended outcome(s), preventing, reducing, or eliminating undesired effects, satisfying its compliance obligations, and achieving continual improvement.
  • Actions to address significant environmental aspects, compliance obligations and organizational risks and opportunities shall be managed within the environmental management system. This must include consideration of environmental objectives and planning to achieve them (6.2.2), operational planning and control (8.1), value chain control (8.2), emergency preparedness and response (8.3), and monitoring and measurement (9.1).
  • Determinations regarding how the processes associated with its operation that are related to its significant environmental aspects and organizational risks and opportunities will be controlled or influenced, taking into account life cycle perspective.

That’s it for now….more when information becomes available.

ISO 9001:2015 – Update to “Where Are We?”

The draft version of the new ISO 9001:2015 standard has been available for some time. Somewhere around 40% of the norm will be supplemented, modified, or changed, thus this is a “major” revision.
However, the final version is not yet available.
ISO 9001:2015 Timetable
The standard is updated and I modified in phases –
Initially, multiple drafts are made distributed and made available for review and comment. Feedback from industry experts and professionals is solicited and evaluated.
The result is that the standard takes some time and effort to be revised. In specific terms this means that at present the so-called “Committee Draft” has been published as a preliminary draft. The Committee’s timetable includes publication of the final standard in September 2015.
ISO 9001:2015 Transitional Period
There is to be a three-year transitional period. During this transitional period, organizations have time to adjust their management systems to the new standard.
New ISO 9001:2015 Structure
The new standard will include new classifications. In future there will be ten clauses. One major reason for this is because the current clause 8 (Measurement, Analysis and Improvement) will be broken down into two chapters.
Summary of New ISO 9001:2015 Content
The new ISO 9001:2015 standard will include some aspects of the current ISO 9004. As a result, the standard will be modernized and adjusted to embrace certain state-of-the-art management principles.
These include the following principles:

  1. Risk Analysis and Management – a company’s risk management plays a crucial role in the new standard. It permeates nearly every clause – from corporate planning, business processes, internal audits through to supplier management. Analyzing and managing risks is further linked to opportunities for company improvement. Please note though that formal risk management (e.g. according to ISO 31000) is not mandated.
  2. Stakeholders – effective corporate management can only be realized if the needs of all of the stakeholders can be identified, quantified and included.
  3. Process approach – Process management gets its own clause in the new standard. While the Process Approach is clearly embedded in both ISO 9001:2000 and ISO 9001:2008, it much more rigorously identified, defined, and mandated in the new ISO 9001:2015 version. Thus, it no longer only relates just to recognizing the workflows in the company, but now to managing the workflows in a more specific manner as well.
  4. Documentation – Documentation will become much more flexible. Records and documents will become so-called “documented information”.
  5. Knowledge Management – The requisite expertise has to be identified, recognized, obtained, secured, and passed on internally.
  6. Leadership – Corporate management responsibilities and tasks are significantly being expanded, with a particular emphasis on the mentoring function.

What’s Next for ISO 9001:2015?
The next stage (Draft International Standard) of the ISO 9001:2015 is scheduled to be published in April 2014. It is highly probable that the content will continue to evolve and be modified.
Please continue to visit Quality Resource Center to obtain the latest updates.

ISO 14001:2015 Update – Where Are We?

ISO 14001:2004 is being revised. The International Organization for Standardization working group responsible for revising the text has already met and has produced a draft which is now being circulated for comment to its member bodies.

Since the inception of ISO 14001, more than 300,000 organizations worldwide have implemented the standard, the market-leading certification-system for environmental-management systems.  Its’ popularity is the result of the continued efforts of the committee to revise, maintain, and update the standard, keeping it current relevant ecological, political and social developments.

As the previous revision dates back several years, the International Organization for Standardization (ISO) has  announced the next version for 2015 and recently provided an insight into the changes by publishing a so-called “Committee Draft“.

The latest draft of the revised ISO 14001:2015 is being circulated to ISO’s members for comment and the working group undertaking the revision met at the end of February to address the responses to this consultation. The output from that meeting will be a “Draft International Standard”, which will undergo a full public consultation in Q2 next year, with the resulting revised published in mid-2015.

ISO 14001:2015 will have a new structure and “common text”, following new ISO guidelines for all management systems standards. Furthermore, it will address the recommendations from the ISO “Future Challenges” study for the adoption of various new approaches and methods in the field of EMS.

The Future Challenges study recommended that consideration be given in the revision of ISO 14001 to the content of ISO 26000 – Guidance on Social Responsibility, which considers the environment as the “planet” element of the “People, Planet and Profit” model. Future Challenges suggests that 14001 should address the environmental principles in ISO 26000 and also consider aligning its language.

The four environmental themes considered in ISO 26000 are:

  1. Prevention of pollution (waste and emissions);
  2. Sustainable resource use (materials, energy and water consumption);
  3. Climate change and mitigation (GHG);
  4. Protection of the environment and restoration of natural habitats (ecosystems, biodiversity, land and natural resources, urban and rural development).

More to come as Quality Resource Center has identified the major changes, and we will be publishing another in the series of soon to help you understand the key aspects of this new revision.

Understanding ISO 14001

ISO 14000 is a family of International Standards related to environmental management systems that assist organizations in –

  1. minimize how their operations (processes etc.) negatively affect the environment (i.e. cause adverse changes to air, water, or land);
  2. comply with applicable laws, regulations, and other environmentally oriented requirements, and
  3. continually improve in the above

 

ISO 14000 is similar to ISO 9000 quality management in that both describe the process of how a product is produced, rather than the product itself. As with ISO 9000, the certification is performed by third-party organizations rather than being awarded by ISO directly. The ISO 19011 audit standard applies when auditing for both 9000 and 14000 compliance at once.

Requirements of ISO 14001 are an integral part of the European Union‘s Eco-Management and Audit Scheme (EMAS). EMAS‘s structure and material requirements are more demanding, foremost concerning performance improvement, legal compliance and reporting duties.

The concept of an environmental management system evolved in the early nineties and its origin can be traced back to 1972, when the United Nations organized a Conference on the Human Environment in Stockholm and the United Nations Environment Programme (UNEP) was launched.  These early initiatives led to the establishment of the World Commission on Environment and Development (WCED) and the adoption of the Montreal Protocol and Basel Convention.

In 1992, the first Earth Summit was held in Rio-de-Janeiro, and served to generate a global commitment to the environment. In the same year, BSI Group published the world’s first environmental management systems standard, BS 7750. This created the model for the development of the ISO 14000 series in 1996 by the International Organization for Standardization.

As of 2010, ISO 14001 was in use by at least 223 149 organizations in 159 countries and economies.

Development of the ISO 14000 series

The ISO 14000 family includes most notably the ISO 14001 standard, which forms the foundation for organizations for the design and implementation of an effective environmental management system. Other standards included in this series are ISO 14004, which provides additional guidelines for good environmental management system practices. The critical objective of the ISO 14000 series of is “to promote more effective and efficient environmental management in organizations and to provide useful and usable tools – ones that are cost effective, system-based, flexible, and reflect the best organizations and the best organizational practices available for gathering, interpreting and communicating environmentally relevant information”.

Unlike previous “command and control” type environmental regulations, ISO 14000 was based on a voluntary approach to environmental regulation. The series includes the ISO 14001 standard, which provides guidelines for the establishment or improvement of an EMS. ISO 14001 shares many commonalities with its predecessor, ISO 9000, the international standard of quality management, which served as a model for its internal structure. Both standards can be implemented side by side, or as part of an integrated system. As with ISO 9000, ISO 14000 acts both as an internal management tool as well as a mechanism for demonstrating a company’s environmental commitment to its customers and clients.

Prior to the development of the ISO 14000 series, organizations opted to voluntarily design and develop their own EMS systems. However, this made comparisons of environmental effects between companies challenging, and therefore the ISO 14000 series was developed.

An EMS is defined by ISO as: “part of the overall management system that includes organizational structure, planning activities, responsibilities, practices, procedures, processes and resources for developing, implementing, achieving and maintaining the environmental policy”.

 

ISO 13485 – Standards for Medical Devices

ISO 13485:2003 is an International Organization for Standardization (ISO) standard, published in 2003, that sets forth the requirements for a comprehensive quality management system developed for the design, marketing, manufacture, and service of medical devices.

The standard supersedes previous documents such as EN 46001 and EN 46002 (both 1997), the ISO 13485 published in 1996 and ISO 13488 (also 1996).

While it is tailored to the industry’s quality system expectations and regulatory requirements, an organization need not be actively engaged in the manufacturing of medical devices or their components to seek certification to this standard.

Although it is a stand-alone document, ISO 13485 is generally harmonized with ISO 9001. One significant difference is that while ISO 9001 requires the organization to demonstrate continual improvement, ISO 13485 requires only that the certified organization demonstrate the quality system is effectively implemented and maintained. Furthermore, the ISO 9001 requirements regarding customer satisfaction are not included in the medical device standard.

Other specific differences include:

a)     the promotion and awareness of regulatory requirements as a management responsibility. Examples of market-specific regulatory requirements include 21 CFR 820, the Quality System Regulation for medical devices sold in the United States, enforced by the U.S. Food and Drug Administration (FDA), or the Medical Devices Directive 93/42/EEC, required for doing business in the European Union

b)     controls in the work environment to ensure product safety

c)      focus on risk management activities and design control activities during product development

d)     specific requirements for inspection and traceability for implantable devices

e)     specific requirements for documentation and validation of processes for sterile medical devices

f)      specific requirements for verification of the effectiveness of corrective and preventive actions

Some see that compliance with ISO 13485 is often seen as the first step in achieving compliance with certain European regulatory requirements. For example, the conformity of Medical Devices and In-vitro Diagnostic Medical Devices according to EEC-decrees 93/42/EEC, 90/385/EEC and 98/79/EEC must be assessed before sale is permitted.

The preferred method to prove conformity is the certification of the Quality Management System according ISO 9001 and/or ISO 13485 and ISO 14971 by a Notified Body. A result of the positive assessment is the certificate of conformity allowing the CE mark and the permission to sell the medical device in the European Union.

ISO 13485 is now considered to be in line with standards and requirements for medical devices including the “Global Harmonization Task Force Guidelines” (GHTF). The GHTF guidelines are slowly becoming universal standards for design, manufacture, export and sales of various medical devices.

 

R2:2013 Responsible Recycling of Electronic Waste Transition

On April 30, 2013, the R2 Solutions Board of Directors established the requirements for the transition to

R2:2013. In addition to the new R2:2013 Standard, a new R2 Code of Practice has been released, governing the implementation of all matters relating to the R2:2013 Standard and an R2 guidance document which clarifies the intent of requirements of the R2:2013 Standard.

R2:2013 was created to clarify requirements of the R2:2008 practices, improve the readability and understanding of the standard, provide additional best practices and improve the quality of certification.

The new revision was effective as of July 1, 2013.

It is not intended to serve as a standalone Environmental Health and Safety Management System, and requires a company to possess certification to ISO 14001 and OHSAS 18001, or RIOS.

Certification Bodies will no longer conduct registration audits to the R2:2008 beginning six months after the effective date of R2:2013, January 1, 2014.

Renewals of existing certificates shall be based on conformance to R2:2013 prior to the end of the eighteen month transition period.

Existing R2:2008 certifications will no longer be valid eighteen (18) months after the effective date of July 1, 2013 for R2:2013.

Also effective July 1, 2013 all facilities must, per the R2 Code of Practices, have a Licensing Agreement in place with R2 Solution. They must pay their licensing fee to R2 Solutions at the time of surveillance, certification or recertification audit to either R2:2008 or R2:2013.

 

Each client is responsible for completing an application form and paying an online fee.

For multi-site facilities, each site must have its own License Acknowledgment receipt issued.

To obtain and maintain a licensing agreement with R2 Solutions, a company must:

a)     Engage in electronic reuse and recycling activities such as collecting, refurbishing, reselling, processing, demanufacturing, recovering assets,

b)     brokering of electronics equipment or components

c)     Abide by all requirements relating to use of the use of the R2 logo

d)     Remain current in its payments to R2 Solutions for the licensing fee.

e)     Otherwise conform to the licensing agreement

 

In issuing certifications and notification to R2 Solutions the following items have been identified as areas of compliance

a)     The CB must verify that the certification candidate’s with R2 Solutions is current during any audits.

b)     Multi-site certifications must clearly identify the controlling site.

c)     Each site listing will clearly demonstrate any differences in scope of activities between sites.

d)     Each site must be fully audited before added to the multi-site certificate.

e)     Campus certifications shall clearly identify the main processing location and follow any applicable requirements within the R2 code of practices.

f)      If any allowances are used, each allowance will be documented on the certificate. Allowances do not change the requirements of the R2 Standard, they remove a requirement from the scope of certification for certain types of organizations. Examples include broker allowances, co-location allowances, campus allowances, and focus material processor allowances.

 

The R2 Code of Practice includes some interesting changes regarding the calculation of audit time.

a)     The number of downstream vendors and their R2 certification status will affect the duration of an organization’s audit.

b)     In addition, accredited certification bodies are now required to add time to each audit to verify nonconformities from the prior audit.

c)     In addition, multi-site certifications are now allowed at initial certification, provided there is one EH&S management system and shared documented Processes; however, as part of the initial audit all members of the multi-site must be audited.

d)     Sampling can be performed on subsequent surveillance audits.

Lastly, the R2 Code of Practice details stringent requirements relating to suspension of certificates. Suspension may result for a number of reasons including, an organization knowingly selling and misrepresenting non-functioning equipment to customers. It includes organizations doing this under an associated/related e-Bay presence, even if operating under a different name or alias.

Certificates may also be suspended if an organization misrepresents the certification status of any facilities associated with the organization.

 

ISO 9001:2015 – Where Are We?

ISO 9001 is currently undergoing its’ first major revision in nearly 15 years. It’s an exciting time in the Quality world.

According to the draft design specification, the revised ISO 9001:2015 standard should (among other things):

  • Provide a stable core set of requirements for the next 10 years or more
  • Remain generic, and relevant to all sizes and types of organization operating in any sector
  • Maintain the current focus on effective process management to produce desired outcomes
  • Take account of changes in quality management systems practices and technology since the last major revision in 2000
  • Reflect changes in the increasingly complex, demanding and dynamic environments in which organizations operate
  • Apply Annex SL of the ISO Directives to enhance compatibility and alignment with other ISO management system standards
  • Facilitate effective organizational implementation and effective conformity assessment by first, second and third parties
  • Use simplified language and writing styles to aid understanding and consistent interpretations of its requirements

The revised Standard has significantly upgraded the clause structure as follows:

  • Clause 1 – Scope
  • Clause 2 – Normative references
  • Clause 3 – Terms and definitions
  • Clause 4 – Context of the organization
  • Clause 5 – Leadership
  • Clause 6 – Planning
  • Clause 7 – Support
  • Clause 8 – Operation
  • Clause 9 – Performance evaluation
  • Clause 10 – Improvement

 

Timeline

timeline-picture

Per Nigel H. Croft – Chair – ISO/TC 176/SC 2, Quality systems

 

Significant Changes in ISO 9001 Revision 2015 Committee Draft

1. The term “product” has been replaced by “goods and services”.

2. Two new clauses related to the context of the organization:

4.1 Understanding the organization and its context

4.2 Understanding the needs and expectations of interested parties.

3. The requirement to use the process approach has been more explicit by adding a new clause.

4.4.2 Process approach

4. The standard does not include a specific clause for “Preventive Actions”.

5. The terms “document” and “records” have been replaced with the term “documented information”.

6. Control of external provision of goods and services address all forms of external provisions.

7. The term “continual improvement” has been replaced with “improvement”.

 

That is quite significant.

 

More to come in our next BLOG…

 

11/15/2013