scope:

NEN-ISO 18091 specifies requirements for a quality management system where an organization a) needs to demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements, and b) aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements. The objective of this International Standard is to provide local governments with guidelines for achieving reliable results through the application of ISO 9001:2008 on an integral basis. These guidelines do not, however, add, change or modify the requirements of ISO 9001:2008. Citizens consider a local government to be reliable if it can consistently guarantee a minimum level of reliability for all key processes and products/services. It is important that all the local government's processes, including management, operational and support processes, constitute a single, integral, quality management system, and that the focus of use and further development of the quality management system is on achieving results. The integral character of this system is important because, otherwise, although a local government might be reliable in some areas of activity, it might be unreliable in others. In determining the quality management system processes, it is important that the local government considers the processes necessary to provide reliable products/services to its customers/citizens (see Annex A). The processes involved are managerial, operational and supporting processes, and they include management processes, product/service delivery processes and any other processes needed for the effective operation of the quality management system. Annex B provides the diagnostic methodology for local governments to evaluate the scope and maturity of their processes and products/services. Using Annex B for integral diagnostics is a preferred starting point for users of this International Standard.