NS EN ISO 9004 : 2009

1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management systems
  4.1 Managing systems and processes
  4.2 Documentation
  4.3 Use of quality management principles
5 Management responsibility
  5.1 General guidance
  5.2 Needs and expectations of interested parties
  5.3 Quality policy
  5.4 Planning
  5.5 Responsibility, authority and communication
  5.6 Management review
6 Resource management
  6.1 General guidance
  6.2 People
  6.3 Infrastructure
  6.4 Work environment
  6.5 Information
  6.6 Suppliers and partnerships
  6.7 Natural resources
  6.8 Financial resources
7 Product realization
  7.1 General guidance
  7.2 Processes related to interested parties
  7.3 Design and development
  7.4 Purchasing
  7.5 Production and service operations
  7.6 Control of measurement and monitoring devices
8 Measurement, analysis and improvement
  8.1 General guidance
  8.2 Measurement and monitoring
  8.3 Control of nonconformity
  8.4 Analysis of data
  8.5 Improvement
Annexes
A Guidelines for self-assessment
B Processes for continual improvement
Bibliography

Provides guidelines beyond the requirements given in ISO 9001 in order to consider both the effectiveness and efficiency of a quality management system, and consequently the potential for improvement of the performance of an organization.