ISO 9001 is defined as the international standard that specifies requirements for a quality management system (QMS). Organizations use the standard to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements. It is the most popular standard in the ISO 9000 series and the only standard in the series to which organizations can certify. ISO 9001 was first published in 1987 by the International Organization for Standardization (ISO), The current version of ISO 9001 was released in September 2015. It presents fundamental management and quality assurance practices that can be applied by any organization. The requirements represent an excellent foundation of planning, control, and improvement for just about any enterprise. Without a QMS, organizations have little chance of sustaining any improvements or innovations they might realize.


The present version of ISO 9001—ISO 9001:2015—is the fifth iteration of the standard. Here is a brief history of ISO 9001 through the years: • ISO 9001:1987. The first publication of ISO 9001. Truly a manufacturing standard and very heavily focused on documentation. The requirements were based on U.S. military standards used by government contractors since World War II. • ISO 9001:1994. A minor revision to the standard. Still very proscriptive and focused on manufacturing. Difficult for services providers to interpret and apply. • ISO 9001:2000. A significant revision of the standard with a focus on continuous improvement, customer satisfaction, leadership, and process management. An attempt to make the standard more applicable to service providers, and to make it more flexible in general. • ISO 9001:2008. A very minor revision with only slight changes in wording. No actual requirements were added, removed, or changed. • ISO 9001:2015. A significant revision to the standard and another step away from its manufacturing origins. Much more of a model for managing and improving an organization, with risk lying at the heart of the standard. An excellent framework for long-term success and customer satisfaction.


Quality Objectives, Quality Manual, Organizational Structure & Responsibilities, Data Management, Processes – Including Purchasing, Product Quality Leading to Customer Satisfaction, Continuous Improvement including Corrective Action, Quality Control - General Tools & Instruments, Document Control.


Quality objectives are measurable goals relevant to enhancing customer satisfaction and are consistent with the quality policy. These objectives are initially established when planning your QMS and redefined in management reviews as needed. Examples can include goals to improve on time delivery, defects, or scrap. The objectives should be designed to be S.M.A.R.T (specific, measurable, achievable, realistic and time-based) and should have relevance at all levels of the company.

Examples can include goals to improve on time delivery, defects, or scrap. The objectives should be designed to be S.M.A.R.T (specific, measurable, achievable, realistic and time-based) and should have relevance at all levels of the company.

Examples of departmental wise quality objectives

Earn 30% of overall company revenue from marketing efforts
Increase surveyed brand awareness by 20%
Increase annual product subscribers by 25%
Get 10 media placements
Triple social media following
Hire 5 new account executives
Double newsletter subscriptions
Achieve the new bookings target of 20 per month
Double unique web traffic
Hit the win rate of 20%
Increase regular weekly website visitors by 45%
Achieve average deal size of Rs
Increase landing page conversion rates by 25%
Decrease sales cycle to 3 months

Human Resources Examples

Maintain employee satisfaction index of 85%
Hold a minimum of three interviews for new hires
Keep quarterly retention rate at 97%
Increase rate of meeting new hire deadline to 80%
Increase employee engagement to 85%
Get 15% of hires from employee references
Maintain compensation at 10% above industry average
Hire a training agency for the sales department
Meet with sales department to define sales hiring requirements
Implement a leadership training program
Give at least 1/3 of all managerial positions to internal applicants

Software Engineering Examples

Migrate completed story points less than a week after completion
Maintain system architecture up-time of 99.9%
Launch 3 new product features
Maintain rate of no more than 3 P-0 and P-1 bugs at once
Develop 20 new front-end software tests
Prioritize blocker bugs
Launch alpha testing phase
Participate in one hackathon
Meet with customer service and product departments for development coordination
Optimize UI for 15% faster on boarding process
Increase system architecture speed by 25%
Conduct review of programming team optimization

Product Management Examples

Maintain Net Promoter Score of 80
Create annual product plan to integrate competitors' strongest product features
Ideate for three new product features
Meet with programming and marketing departments to collaborate on new features
Complete assessment of customer product usage behaviour through software monitoring
Maintain production consistency ratio of 99.8%
Contribute 50k in revenue by collaborating with the software engineering team to complete a product demo
Identify 5 leading competitors' product strategies
Complete market projections of product lifecycles

Customer Success Examples

Decrease on boarding time to three days
Increase customer references of qualified leads by 20%
Decrease customer service tickets during on boarding by half
Decrease customer success related quarterly churn rate by 15%
Achieve 20% higher customer satisfaction with on boarding process
Collaborate with sales department to increase up selling by 10%

Customer Support Examples

Decrease average first-response time to less than 10 minutes
Reduce manager call intervention by 15%
Increase customer service call capacity by 40% (open new call centre)
Maintain customer service feedback database
Decrease tickets per resolution by 20%
Hire and train 8 new outsourced workers
Reduce call abandonment to 3.5%
Reduce incidence rate by 10%
Complete 5 new customer service script scenarios
Collaborate with product department to help fix product issues


Develop annual procedures for cash handling and budgeting
Finish reviewing and approving compensation agreements
Complete independent financial audit
Increase financial automation by 5%
Increase rate of debt collection by 25%
Research and approve the use of some crypto currencies
Resolve 50% of outstanding contract conflicts
Maintain regulatory financial compliance
Conduct patent research, application and resolution
Increase asset to debt ratio by 2.5%
Increase asset to debt ratio by 2.5%
Help increase quarterly shareholder value by 2.5%
Create annual operational plan
Contribute to 1.5% quarterly growth in company shares
Project seasonal consumer demand prediction
Reduce logistics shipping travel time & distance by 5% (local sourcing)
Hold bi-weekly meetings to adapt planning throughout software engineering process
Deliver 98.5% of products on time
Reduce product failure rate to under 2.5% (5/1 ROI)
Help facilitate the fixing of new P-0 and P-1 bugs within 72 hours
Reduce product sourcing and logistics expenses by 5%
Seek one independent operational consulting report
Fulfil 100% of warranty obligations


Process for ISO Certification The Certification process shall consist of the following key stages:

  • Application Review & Contract Review
  • Initial Certification Audit: Stage-1 & Stage 2 Audit
  • Certification Decision
  • Continual Assessment (Surveillance Audit)
  • Renewal Audit
  • Suspending, Withdrawing, Extending or Reducing Scope of Certification


With the right Consulting, Implementation, preparation and a good understanding of what is required for ISO 9001 certification, Required some documentation needed ready for Certification Process.

The documentation will define:

Quality Manual, Organisation Structure, Who Should Record Information & What Information is Recorded, Responsibilities of Employees, Lines of Communication throughout the Company, Internal Audit & Management Review Meeting Quality Policy & Quality Objectives, Risk Assessment, Gap Analysis, Documented SOP, Documented Procedures


  • Puts greater emphasis on leadership engagement
  • Helps address organizational risks and opportunities in a structured manner
  • Uses simplified language and a common structure and terms, which are particularly helpful to organizations using multiple management systems, such as those for the environment, health and safety, or business continuity
  • Addresses supply chain management more effectively
  • Is more user-friendly for service and knowledge-based organizations
  • Improvement of customer satisfaction
  • Help Business, Government & Society
  • help organization for avoidance of Risk
  • Better process integration
  • Create a continual improvement culture

ROAD MAP FOR ISO 9001:2015

Road Map and Plan for ISO 9001 Covering Key Points:

Training on Standard Requirement Organizations needs to have the knowledge, skills and capability to support a standard beyond the certification audit.

GAP analysis We do gap analysis to identify what you do and what ISO 9001 recommends, it may be process addition or modification to adopt International Best Practices.

System Document Development Based on the training the client reviews their own management system and evaluates their existing policies and procedures and modifies them to comply with the international best practice.

Internal Auditor Training Regular internal audits against the system are the requirements of the standard.

Standard Implementation Client must ensure that their employees are adopting the new protocols and procedures inline of the standards.

Internal Audit Client conducts an internal audit of their management system implementation. They must examine their own processes and procedures in terms of effectiveness.

Management Review Client to discuss the future of their management system with their senior management about the strengths and weakness of the system to identify areas for continual improvement

Pre-assessment A pre-assessment audit done prior to and outside the formal scope of certification to identify area that need more work whilst also preparing key employees for the eventual audits. A useful audit to rehearse, align and de-bug your system:

Stage 1 - Assessment: Document Review

Stage 2 - Assessment: Run through of the implemented systems.

Certification Issue A certificate is provided to your organization.

Continuing assessment Visit: A routine surveillance visit which every year (12 Months) or 9 or 6 months cycle over a three year period to monitor and evaluate continuing systems performance.

Re-Assessment: Re certification of your management system is required every three years after the initial certification and covers a comprehensive review of the whole system. It may include an additional stage 1 review where significant problems have been encountered during the course of the certification cycle.


Contact Us: If you plan to go for ISO Certification, you may ask for Quotation by providing your organization's information in application form, you can download the inquiry form available at the website or submit your inquiry through feedback. Alternatively, you may send your inquiry through mail to or call us at: 09898078093