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QMS/ EMS Clause 4.2: Interested Party – 2015 requirements

Why “Interested Party”?

The newly revised standard of ISO9001 and ISO14001 version 2015 add the requirements on interested party as followed: 

4.2       Understanding the needs and expectations of interested parties

The organization shall determine:

a) the interested parties that are relevant to the quality/ environmental management system;

b) the relevant needs and expectations (i.e. requirements) of these interested parties;

c) which of these needs and expectations become its compliance obligations. (ISO14001:2015 only)

The organization shall monitor and review information about these interested parties and their relevant requirements. (ISO9001:2015 only)

 

Purpose of this requirements

The main purpose of this clause is to determine:

  1. Scope, focus and boundary of management system i.e. internal, external interested party
  2. Clearly specify the requirements/ voice of interested party either stated or implied
  3. Whether the voice of interested party have been determine, review, implemented, maintain and improve

Definition and Description

ISO9000:2015 defined:

interested party

person or organization (3.1.4) that can affect, be affected by, or perceive itself to be affected by a decision or activity

EXAMPLE Customers, communities, suppliers, regulators, non-governmental organizations, investors and employees.

Note 1 to entry: To “perceive itself to be affected” means the perception has been made known to the organization.

 

14001:2015 Guidance for use

  1. 4.2 Understanding the needs and expectations of interested parties

An organization is expected to gain a general (i.e. high-level, not detailed) understanding of the expressed needs and expectations of those internal and external interested parties that have been determined by the organization to be relevant. The organization considers the knowledge gained when determining which of these needs and expectations it has to or it chooses to comply with, i.e. its compliance obligations (see 6.1.1).

In the case of an interested party perceiving itself to be affected by the organization’s decisions or activities related to environmental performance, the organization considers the relevant needs and expectations that are made known or have been disclosed by the interested party to the organization.

Interested party requirements are not necessarily requirements of the organization. Some interested party requirements reflect needs and expectations that are mandatory because they have been incorporated into laws, regulations, permits and licences by governmental or even court decision. The organization may decide to voluntarily agree to or adopt other requirements of interested parties (e.g. entering into a contractual relationship, subscribing to a voluntary initiative). Once the organization adopts them, they become organizational requirements (i.e. compliance obligations) and are taken into account when planning the environmental management system (see 4.4). A more detailed-level analysis of its compliance obligations is performed in 6.1.3.

 

Recommended Tools and Techniques

EXAMPLE 1

The organization can determine the internal and external issues by developing the matrix

 

#

Interested party

Requirements

Process Applicability

Remark

1

Local Authority (MPKu)

Business Licence (Annual renewal)

Admin Department

 

2

Customer A

As per contract and supplier QMS

All

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

BEST PRACTICES – BALDRIGE BE FRAMEWORK (130 POINTS)

  1. 1 Voice of the Customer: How do you obtain information from your customers?

(1) how do you listen to, interact with, and observe customers* to obtain actionable information?

(2) how do you listen to potential customers to obtain actionable information?

(3) how do you determine customer satisfaction, dissatisfaction, and engagement?

(4) how do you obtain information on customers’ satisfaction with your organization relative to other organizations?

 

  1. 2 Customer Engagement: How do you engage customers by serving their needs and building relationships?

(1) how do you determine product offerings?

(2) how do you enable customers to seek information and support?

(3) how do you determine your customer groups and market segments?

(4) how do you build and manage customer relationships?

(5) how do you manage customer complaints?

 

 

What is the minimum requirement accepted by EFR Certification?

The documented information shall be retained at minimum in management review minutes (Clause 9.3). At least 2 external interested party shall be identified for the first cycle of of audit.

  • Customer of the organization product or services 
  • Legal/ Regulatory Authority 

 

 

Edly Ramly

EFR Certification Director

Oct 2016

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