scope:

This document is directed specifically to the top management of an organization. This document identifies and provides guidelines for realizing financial and economic benefits by applying a top-down structured approach to achieving financial and economic benefits. The structured approach utilizes the quality management principles and quality management systems described in the ISO 9000 series management system standards to (i) monitor and trend key performance metrics and (ii) take improvement action based on the observed metrics. This document complements ISO 9001 and ISO 9004 for performance improvements and provides examples of achievable benefits from the application of concepts in those standards. This document identifies associated practical management methods and tools to assist in achieving the benefits. This document is applicable to any organization, whether from the public, private or not-for-profit sector, regardless of its business model or size, number of employees, diversity of product and service offerings, revenues, organizational culture, complexity of processes, place or number of locations. This document is not intended for certification, regulatory or contractual use.