Managing an Organization for Sustained Success


ISO 9004 has been in use as a guidance document since 1987. It was used for different purposes each time it was updated in conjunction with ISO 9001 - Quality Management System. In 2009, ISO 9004 was rewritten to combine the use of quality management and excellence models (i.e. Malcolm Baldridge Award Program) to achieve sustained success by providing connections between quality management and excellence models. In 2018, ISO 9004 took on a more important role of enabling an organization to achieve sustained success by implementing all management systems that can support their efforts to meet the needs and expectations of its stakeholders. It did this by showing that all management systems can be integrated into a single system that seeks to achieve quality at the organization rather than just the interests of customers. Sustained success is needed to satisfy the needs of all stakeholders, not just the customers.