International quality system: ISO standards. International Standards System ISO (ISO) and its requirements Quality management system requirements iso 9001

The ISO 9000 series of standards, which describe a quality management system model, are designed to help organizations consistently provide customers and other interested parties with products or services that can meet their requirements and expectations. This series standards was created by a committee of the International Organization for Standardization - ISO; based on these standards, national standardization organizations can develop national counterparts, in particular, in Russia these are the GOST R ISO 9000 series standards.

The ISO 9000 standard defines the basic provisions and principles of quality management that create the basis for the development and maintenance of a quality management system, the specific requirements for which are formulated in the ISO 9001 standard.

Organizations seeking recognition for their quality management system may use this standard to independent evaluation, they can also be used to demonstrate the fulfillment of contractual requirements.

Organizations can receive an independent external assessment from a third party - a certification body, after passing the appropriate audit. More than a million organizations around the world have certified quality management systems, confirming the effectiveness of the ISO 9001 standard as one of the most common tools for building a management system.

The IS0 9000 series includes:

ISO 9000 Standard - Fundamentals and Vocabulary. The standard is intended to establish a common understanding of the terms and concepts used in the ISO 9000 series of standards.

ISO 9001 - Requirements. The standard defines the requirements that organizations' quality management systems must meet. Being general and universal, the ISO 9001 standard can be applied to any business, suitable for all organizations, regardless of the field of activity, size, form of ownership, geographical location.

ISO 9004 - Recommendations for performance improvement. The standard contains recommendations based on eight quality management principles that have been developed for managers to improve the performance of the organization and meet the requirements of all interested parties.

ISO standards are structured to be easily integrated into an organization's existing management system to meet and exceed customer requirements and expectations. Thanks to latest version standard, which entered into force in 2015, was developed taking into account the so-called structure high level, which underlies all the most commonly used standards that define the requirements for various management systems of organizations, ISO 9001 has become much more easily compatible with standards such as ISO 14001 (requirements for environmental management systems), ISO 45001 (requirements for health management systems and labor safety), ISO 39001 (requirements for safety management systems traffic), ISO 27001 (requirements for management systems information security), ISO 20000 (requirements for an IT service management system) and others

Benefits of Implementation and Certification

increasing customer satisfaction by fulfilling their requirements;
efficiency improvement internal processes organizations;
continuous improvement of the organization's processes by identifying and eliminating losses in the implementation of activities;
improvement of internal communications, planning and distribution mechanism material resources;
increasing staff motivation through transparency and clarity of work performed functional duties;
enrichment of personnel knowledge in the field of quality;
reducing costs by increasing productivity, improving the quality of manufactured products, services rendered and reducing the level of defectiveness;
continuous improvement of the organization's activities through the use of modern quality management tools;
increasing the competitiveness of the organization in the Russian and world markets

ISO certification is understood as a certain set of standards, the demand for which is manifested in the creation and modernization of systems aimed at ensuring quality management. Such systems ensure that all stages of production or service delivery are properly controlled. This refers to the control of the full set of components of such processes: documentation, materials, resources, etc.

Our experts will help you quickly get the ISO certificate. You provide a minimum package of documents and we get to work without prepayment. For 7 years, we have issued 14,000 documents for 3,500 companies in Russia, Belarus and Kazakhstan.

Certification of the mentioned systems is recognized as a market tool that has high efficiency. ISO authority on international market there is no doubt, therefore, the certificates issued by this organization are perceived in terms of indisputable evidence of the quality of products (services).

ISO certification confirms that the products or services provided are in full compliance with the quality standards that are taken into account throughout the world. The certification itself is provided by an independent expert. Its successful implementation, if compliance with the standards is confirmed, ends with the issuance of an ISO certificate.

The implemented type of certification has repeatedly confirmed its effectiveness, which led to its widest distribution around the world. ISO certificates are also valid in Russia. They are recognized at the level of national standards used to evaluate management systems.

Enterprises that receive ISO certificates create a certain set of advantages for themselves, which increases their competitiveness in the market:

raising the efficiency of almost all business processes against the backdrop of lower production costs. The latter is achieved by reducing the number of intersections of activities, when there is duplication of processes;
changing the approach to management itself by giving the management system the necessary motivation;
change in products (services) from the position of increasing its quality;
optimization of production processes, leading to a reduction in losses due to poor product quality or frank marriage;
increasing the discipline of employees and their responsibility for the work process;
transfer of the enterprise to the operating mode based on world standards;
improving the positive perception of the organization by investment companies;
growth of benevolence of consumers and expansion into sales markets;
the possibility of bringing products (services) to the market of Western Europe;
reaching the level of world prices.

Quality management is a guarantee that the requirements, norms and standards that can ensure the necessary management of the company will be met. This is where ISO certifications with their versatility can help.

Types of ISO certificates

Among the ISO standards adopted in Russia, the following are the most common:

ISO 9000 is a guideline for the use and selection of a specific quality management system (QMS) based on the parameters that determine the functioning of the company. The series certificate includes the main provisions, an introduction to the system and a glossary of terms used in the standard of this type;
- clearly defined and strict requirements, the observance of which is assigned to suppliers of products (services). Standards are established for all stages of production: development, design, production, supply, installation and maintenance. Compliance with the standard is confirmed by control checks and product certification;
ISO 9002 - establishes requirements for suppliers. They must provide a certain degree of efficiency in the production process. The release of high-quality products (services) requires appropriate confirmation;
ISO 9003 is a system that correlates with the minimum requirements for the supplier, which are presented at the stage of final testing, during control and after certification. This certificate makes it mandatory to carry out tests when the final product is accepted and control the production process;
ISO 9004 - QMS standardization, where the norms and requirements for the implementation and development of such systems come to the fore;
ISO 10012 - a standard that defines the norms, compliance with which guarantees the release of high-quality equipment in the form of various measuring instruments;
– requirements for environmental management systems. Compliance with them is imputed to the obligation of the enterprise in order to ensure the protection environment from negative factors arising during production processes or as a result of the provision of services. With the help of this certificate, the parameters of the system are set, on the basis of which responsibility is redistributed, planning and management of the entire volume of available resources required for the implementation of the environmental program at the proper level is carried out;
ISO 19011 - recommendations describing the effective functioning of the QMS and defining the standards for conducting audit programs in relation to environmental management;
ISO 13485 - Requirements for medical products and related services. This includes the stages of design, installation, production and service;
– assessment of management systems that ensure safety and labor protection. The presence of such a certificate confirms that the company carries out a wide range of activities aimed at ensuring that the life and health of employees are not endangered. This significantly strengthens the reputation of the company;
— management system in the field food products, which regulates security standards, and also forms a model for managing and controlling risks that may arise in Food Industry.
- an objective indicator of the assessment of a number of factors that directly characterize the level of trust in a particular company.

Specific ISOs include either all production steps, or just one. Regardless of this, norms are set by which the characteristics of the quality of products (services) are established.

The core provisions of ISO guide the development of relevant standards, which are distinguished by the fact that they have an effective impact on the QMS. This is achieved by following 8 principles that guarantee the success of any enterprise:

Accounting for the priority of the client, based on his satisfaction. The company should show interest in cooperation with the end user. A constant analysis of how satisfied he is with the purchased products (services) is required.
Understanding the importance of the leadership of a leader who can improve organizational structure companies due to their qualities. It is necessary to have a development strategy and effective system management. At the same time, the activities of employees should be stimulated by creating an appropriate business environment.
Promoting the activity of employees through certain incentives in order to increase the return on their work for the benefit of the company.
Company management within unified system where there is full interaction between management and production.
A systematic approach to the functioning of the company, when clearly defined links are established between production processes and structural divisions.
Continuous activity to modernize business processes, involving the use of performance assessments regardless of the object: executive or unit, which should be correlated with mandatory controls.
Making decisions managerial nature based on actual data. Making adjustments to management activities should be justified by the real state of affairs. Only this allows you to make the only right decisions.
Constantly maintaining relationships with suppliers on a mutually beneficial basis.

Obtaining ISO certificates

The first stage of ISO certification involves the formation of a certain package of documents, including:

an application, the preparation of which must be carried out in accordance with the established form;
the statutory documents of the applicant company and the necessary details;
schematic representation of the company's divisions involved in manufacturing process, supplemented by information regarding their functional duties;
composition of the company in terms of qualifications of employees, indicating the person responsible for product quality;
licenses (copies) confirming the right of the company to carry out certain types of activities;
list of NTD regulating the work of the company.

Obtaining the ISO certification includes preparatory stage. It is necessary to conduct an audit of the management system used in the company. This review of management allows you to identify the extent of non-compliance with European standards. In the future, measures are being taken to reorganize management, taking into account ISO requirements.

After completing the preparation, you can proceed to the direct obtaining of the ISO certificate, which is based on the following algorithm:

submission of an application, supplemented by the required package of documents, to the certification body;
studying the provided documentation by experts to understand how the company's management system functions;
making a decision by the certification body regarding the compliance of the company's QMS with ISO criteria;
issuance of an international certificate if all conditions are met.

ISO certification brings positive points in the activities of the company, which strengthen its position in the market. The quality of products is improving, which is ensured by the growth of the qualifications of employees and the optimization of the management system.

International Organization for Standardization ISO

The activity of the international organization ISO is determined by the release of standards. It was founded in 1946. Two companies became the core of the new project: ISA and UNSCC. Although the total number of participants was 25 national companies. The Russian Federation took its seat on the ISO Council in 2005.

ISO develops and publishes internationally recognized standards. Also, this organization solves the problem of certification. ISO standardizes almost all areas, with the exception of electrical and electronics. The latter is the prerogative of the International Electrotechnical Commission.

ISO conformity assessment applies to products and services, but to a greater extent this applies to QMS. Such certification is carried out exclusively by accredited bodies that have a valid certificate, which serves as evidence of the competence of their actions. In addition to the certification itself, tests and inspections can be carried out. Positive completion of this process leads to the issuance of a certificate of conformity. In Russia, ISO certification is a purely voluntary matter.

In any case, ISO guarantees:

confidence that the consumer will have access to a quality service or purchase a product that will not cause complaints;
the effectiveness of the QMS, thus contributing to the growth of competitive advantages;
environmental safety and the preservation of human health.

The ISO logo is a registered trademark. This fact suggests that its use is impossible third party companies and any persons. ISO does not give permission for this. The ISO organization itself does not carry out direct certification activities, so it would be incorrect if its logo were used in this way.

Compliance with ISO requirements is confirmed authorized bodies certification, acting on the basis of the appropriate certificate. It is their logo that can be used by certified companies. Written information to the buyer about ISO compliance is also available. For example, this is done using the counter-label of the product.

ISO certification in relation to management systems is more popular. Standards in this area have been developed for a long time by specialists from many countries. As a result, standards have been developed, adherence to which significantly increases the efficiency of any company. Obtaining such an ISO certificate not only changes the status of the company, but also helps to benefit from the application of global developments in relation to QMS in practice. Regardless of size, companies are learning more correct use resources, improve risk management and improve the quality of products (services), which raises the degree of customer satisfaction.

Why get ISO certified

ISO certifications have a positive impact on the company's efficiency and increase in profits. Getting them involves bringing management to a certain standard, following which leads to good performance, which has been tested many times in practice in different countries.

ISO contributes to the facilitation of global trade. Following the proposed standards destroys the existing barriers. Imported products are mostly certified by ISO. Foreign companies actively use this method of recognizing the quality of goods (services). If you are interested in new markets abroad or want to establish yourself where you are now, following international standards will help you with this. As a result, the company is able to receive both internal and external benefits.

The ISO 9000 series of standards includes several quality assurance system standards. These standards are developed by the International Organization for Standardization (ISO) and have the same content as the corresponding European standards (EN) as well as national standards in a number of countries. The ISO 9000 series of standards are models or guidelines. All of these documents are called standards, even though some of them are guidelines or collections of recommendations.

The ISO 9000 series of standards is a compilation of national and international standards for quality systems. ISO 9000 standards are recognized practically all over the world and adopted as national standards in more than 70 countries. These standards are very popular in countries with an active international trade such as the USA, Canada and Japan, as well as in the countries of the European Union. The first quality system standard was the US Mil Spec (Mil-Q-9858), published in 1959. The various quality system standards developed since that time have many common features.

ISO 9000:1994 standards

The ISO 9000:1994 series contained five main standards:

ISO 9000-1:94 General quality management and quality assurance standards - Part 1: Guidelines for selection and use
ISO 9001:94 Quality systems. - Quality assurance model for design, development, production, installation and maintenance
ISO 9002:94 Quality systems. - Quality assurance model in production, installation and service
ISO 9003:94 Quality systems. - Quality assurance model for final inspection and testing
ISO 9004-1:94 General quality management and quality system elements - Part 1: Guidelines
ISO 8402:1994 Quality management and quality assurance - Vocabulary

ISO 9000:2000 standards

As a result of the next revision of the ISO 9000 series standards, December 25, 2000. was put into effect new edition which has undergone significant changes. The new version is based on the concept of business processes and includes some new areas - the process of continuous improvement, evaluation of customer satisfaction with products or services provided, resource management.

In developing the ISO 9000 version 2000 standards, one of the goals pursued was also to simplify the structure of the standards to make them easier to apply in organizations. As a result of this restructuring, instead of the 20 previously used standards, the ISO 9000:2000 series contains only 4 new standards:

ISO 9000:2000 Quality management systems. Basics and Vocabulary
ISO 9001:2000 Quality management systems. Requirements
ISO 9004:2000 Quality management systems. Guidelines
ISO 10011:1991 Auditing of quality management systems

Terminology

The standards use the following basic terminology, which defines the subjects in the quality system with reference to which requirements or guidelines are established.

These terms differ from those previously used in ISO 9000:2000.

Term organization denotes an object to which ISO standards apply.
Term provider now replaces the previously used term "subcontractor".
Term products used to describe the intermediate or final results of an organization's activities, may also be understood as a "service".

Quality management concepts

Focus on the consumer (customer). The quality level is set by the consumer, so the organization should in every possible way focus its attention on the study of the problems, needs, needs and expectations of the consumer for the subsequent implementation of the information obtained in the products.

Process and system approach. Product quality management is carried out through the management of its production processes, interconnected in an agreed system.

leadership leadership. The way in which the processes within the management system operate is determined by the overall policy and objectives for the entire organization, set by top management, which ensures that these policies and objectives can be implemented with the necessary resources.

Staff involvement. Realization of the goals set for the enterprise is possible only in the case of adequate behavior of employees at all levels of the organization.

Continuous improvement. As the needs of customers and other interested parties continually increase or change, the organization must keep pace with these changes by ensuring that the internal quality of its production and management processes continues to grow.

Adoption management decisions based on actual data. The process of continuous improvement should be based on data obtained in the course of objective measurements of the actual state of the quality system and product quality.

Mutually beneficial relationships with suppliers. Since product quality is largely determined by the quality of raw materials, materials and information, achieving quality growth must also be based on establishing mutually beneficial partnerships with suppliers.

Process approach

This International Standard proposes the adoption of a process approach in developing, implementing and improving the effectiveness of a quality management system to increase customer satisfaction by meeting customer requirements. The process diagram is shown in the figure:

Fig.1. Process Approach Diagram

For the effective functioning of the organization, it is necessary to identify and manage numerous interrelated activities. Activities that use resources and are managed in a specific order that allows the transformation of "inputs" into "outputs" can be considered as processes. Often the "output" of one process is the direct "input" to a subsequent process.

The application of a system of processes within an organization, together with the identification and interaction of these processes, as well as their management, can be represented as a "process approach".

The advantage of the process approach is continuous management, which provides a good relationship both between individual processes within the organization, and their combination and interaction.

When the process approach is used within a quality management system, it emphasizes the importance of:

understanding and fulfilling the requirements;
the need to consider processes in terms of "added value";
obtaining the results of the implementation of processes and effectiveness;
continuous process improvement based on objective measurements.

The model of a process-based quality management system is depicted in the figure illustrating process interconnection presented in clauses 4 to 8 of ISO 9001:2000. This illustration shows that consumers play an essential role in determining the input. Monitoring customer satisfaction requires the evaluation of information related to the customer's perception of whether the organization has met its requirements. The model shown in the figure covers all the requirements of this International Standard, although it does not represent the processes in detail.

Fig.2. Model of a quality management system based on processes

ISO 9001:2008 standard

On November 15, 2008, the International Organization for Standardization (ISO) published a new version of the international standard ISO 9001. ISO 9001:2008 replaces ISO 9001:2000, which applies to both commercial and public organizations in 170 countries.

In the new version of the standard:

does not contain new requirements;
clarification added to existing requirements;
the changes are mainly editorial;
Several changes have been made to improve compatibility with ISO14001:2004.

In general, the changes in the standard are minor, so the transition to new version will not require major changes in the management system from organizations.

ISO and IAF have jointly issued migration rules for the new version of the standard:

24 months after the publication of ISO 9001:2008, i.e. after November 14, 2010, any existing certification for ISO compliance 9001:2000 will not be valid;
One year after the publication of ISO 9001:2008 i.e. after November 14, 2009, all new accredited certifications and recertifications must be ISO 9001:2008;
Certificates of conformity to ISO 9001:2008 and/or national equivalents can only be issued after a scheduled periodic audit or recertification to ISO 9001:2008;
The transition can be made during any scheduled recertification or periodic audit within these 24 months.

Picking up a box, the consumer sees a lot of abbreviations that are not always known to him. In addition, everyone around is talking about the quality of goods and services, certifications and guarantors. Modern man, especially one who owns or manages a business, must be aware of what is happening. Therefore, it is worth delving into this issue and starting with the most popular international standard ISO 9001. What it is, how to get a certificate, what benefits it gives, and other issues will be discussed in detail below.

Quality

The word "quality" has firmly entered the lexicon of every person. All standards give different, capacious definitions. The quality in the life of an ordinary consumer is the correspondence (or even better, the excess) of what he expects to what he receives. Whether it is services, food, clothing, household items or something else, the consumer expects that they will bring him benefit or pleasure.

Since such an attitude is too subjective, special criteria have been developed, compliance with which will determine the degree of quality. Various independent structures can confirm the conformity of goods or services, while issuing their opinion.

The consumer is primarily interested in the quality of a product or service, but if this issue is not one of the most important for the manufacturer, he will never succeed in achieving serious and long-term success.

Quality checking

Many organizations have internal audits. When a department or certain employees evaluate the work and the product produced. Of course, one can doubt the objectivity of such indicators, but one should not completely abandon them either.

The second type of verification is partnership. For example, when certain requirements are imposed on suppliers, non-compliance with which will lead to the termination of the cooperation agreement. Inspections can be carried out independently or with the involvement of third parties. For example, organizations that certify according to GOST standards or the ISO 9001 standard.

Certification can be mandatory or voluntary. It is not worth talking about the possible difference in attitudes towards the quality of the manufacturer in these types. Many products must undergo mandatory certification: children's products, perfumes, medicines, Computer Engineering, cars, etc. But mandatory certification does not prevent you from passing a voluntary one and obtaining an ISO 9001 certificate.

IN Russian Federation the following voluntary certificates are most common: GOST R, TR ( Technical Regulation), Fire Safety, Phytosanitary, Certificate of Origin, ISO 9001.

What is it and when should I get a certificate

A company can conduct voluntary certification at any time when it feels the need and strength to implement its plans. But nevertheless, GOST ISO 9001 recommends certification not when the management decides to do this and lowers the directive “from top to bottom”, but when the whole company feels the importance and necessity. Practice shows that if the initiative comes from employees, then the certification process is easier, better and more efficient.

So let's answer main question: "ISO 9001 - what is it?" These are international requirements for quality management. It is worth noting that these are not requirements for a particular product or service, they are not a guarantee of their quality, these are requirements for a management system, but the result, of course, affects the final product. This made the standard universal, suitable for both huge corporations and tiny firms.

What does an ISO certificate give?

There are plenty of companies on the market today that provide similar services or products. The ISO 9001 certificate gives:

If your company comes to the conclusion that it is time to receive a kind of maturity certificate, but not all management welcomes the changes, it is worth introducing them to ISO 9001. What it is, what it provides and how to get certified. It is important to remember that ISO is not only a “paper” for bidding and image, it is first of all effective tool management. If you use it at full capacity, and not formally, the results will not be long in coming. There are organizations that “live” according to the ISO standard, but are in no hurry to get certified.

The most important thing in the ISO 9001 standard

Principles, plans, evaluation, audits ISO 9001 - what is it and how to work with them, managers find out. Often they come to the aid of consultants from certification organizations.

The main thing to remember and always be guided by in a company that implements the ISO 9001 quality system is the management principle "Plan, Execute, Check, Act". Any actions from the field of certification should be coordinated and “driven” through this sequence.

Many managers will chuckle, because this principle has long been known. The ISO standard does not claim to be superior, it only obliges us to observe this simple truth at all times and in everything.

ISO 9001 principles

The ISO 9001 standard consists of eight core principles:

Certification procedure

The path to obtaining a certificate consists of 10 conditional steps:

2. Draw conclusions and make decisions to eliminate nonconformities (do not forget the role of management and the involvement of personnel).

5. If the test results are positive, submit an application to the certification body.

6. Conclude an agreement with a company accredited in the direction of GOST ISO 9001.

7. Provide an external auditor Required documents, provide access to the requested objects, processes, employees (he coordinates his requirements with you in advance in the audit program).

10. Obtain an ISO 9001 certificate. The quality of your company's work is now officially recognized (frame the certificate, post it on the website, congratulate colleagues, employees and inform customers and partners).

Remember that the certificate is given for 3 years, and you need to pass surveillance audits every year. And, of course, to comply with everything that is planned for the company, and fulfill all the obligations assumed with the entry into the community of certified organizations.

Disadvantages of ISO

Practice shows that, despite its popularity, the ISO certificate has its drawbacks. And although these shortcomings are easily explained, they should be known:

Lots of paperwork. Reports, protocols, questionnaires, and so on, but on the other hand, without them, control and an objective decision cannot be achieved.

Too much general concepts, this makes the system universal, but at the same time deprives the specifics of those who need it.

Difficult to implement, weak, unprepared companies reduce certification to a formal event (in this case, the certificate costs them three times more than it would cost in real use).

Cost (expenses for certification, "re-engineering" of an established system, the services of an external consultant and a full-time quality specialist) is another reason why it is worth striving for the actual use of a quality system.

Quality Management System (QMS)- part of the management system focused on quality (clause 3.5.4 of ISO 9000:2015), created to develop policies and objectives, as well as processes to achieve these objectives.

The external environment of business organizations is constantly changing, therefore, to ensure the quality of their services, companies must regularly analyze customer requirements, identify processes that contribute to the creation of products that meet customer needs, and also maintain these processes in a manageable state.

With regard to the activities of 1C partners, QMS is a system of methods and technologies that ensures the quality management of implementations and further support of 1C: Enterprise in accordance with the requirements of the international standard ISO 9001: 2015.

It is not only about maintaining the quality of each service or product at the level of compliance with consumer requirements, but also about the mechanism for preventing a possible loss of the established quality level, as well as its continuous improvement.

ISO (International Organization for Standardization) - international organization for standardization, a worldwide federation of national standards organizations (ISO member committees). The goal of ISO is the development of the principles of standardization and the design of standards based on them that promote integration processes in various fields and activities.

The standards developed by ISO are grouped into families (series). ISO 9000 is a series of quality management standards designed to help organizations of all types and sizes develop, implement and maintain effective QMS.

A core set of international standards related to quality management was adopted by ISO in March 1987 and has since been updated periodically.

The ISO 9000 series currently consists of the following standards.

ISO 9000:2015 “Quality management system. Fundamentals and Glossary" - is an introduction to the QMS, as well as a glossary of terms and definitions.
ISO 9001:2015 “Quality management system. Requirements” - establishes requirements for quality management systems and defines a process-based QMS model.
ISO 9004:2009 “Managing for the sustainable success of an organization. Approach based on quality management”.
ISO 19011:2011 "Guidelines for auditing management systems".

All of these documents are referred to as standards, although some of them are guidelines or guidelines and only ISO 9001 establishes the requirements for quality management systems and is the only standard against which external certification can be carried out.

ISO 9001 can be used by any organization, large or small, regardless of the industry. However, it is a mistake to believe that this international standard has the task of unifying the management systems of all enterprises. The creation, construction and implementation of any system is always influenced by goals, external factors, products, experience, processes. specific enterprise. Although 9001 defines what requirements should be implemented in a quality management system, they do not define how an enterprise should fulfill them.

ISO 9001 is based on a set of quality management principles:

Orientation to the consumer (customer). The main focus of quality management is on meeting customer requirements and striving to exceed their expectations. Therefore, the organization should in every possible way focus its attention on the study of the needs and expectations of the consumer for the subsequent implementation of the information obtained in the products. Understanding the current and future needs of customers and other stakeholders contributes to the sustainable success of an organization.

Leadership. Leaders at all levels establish unity of purpose and direction and create conditions in which people are involved in achieving the organization's quality objectives. Achieving unity of purpose, direction, and engagement allows an organization to coordinate its strategies, policies, processes, and resources to achieve goals.

Staff involvement. Realization of the goals set for the enterprise is possible only in the case of adequate behavior of employees at all levels of the organization. It is important for an organization that all personnel are competent, empowered and involved in value creation. Competent, empowered and engaged people enhance an organization's ability to create value.

Process approach. Relevant and predictable results are more effective and efficient when activities are presented and managed as interrelated processes that function as a holistic system. The quality management system consists of interrelated processes. Understanding how this system generates results, including all of its processes, resources, controls and interactions, allows an organization to optimize its performance.

Improvement. Successful organizations focus on continuous improvement. Improvement is important to the organization in terms of maintaining the current level of performance, responding to changes in internal and external conditions, and creating new opportunities.

Evidence-based decision making. The process of continuous improvement should be based on data obtained in the course of objective measurements of the actual state of the quality system and product quality. It is important to understand cause and effect relationships and potential consequences. Facts, evidence and data analysis lead to greater objectivity and confidence in decisions taken. Decisions based on the analysis and evaluation of data and information are more likely to lead to the desired results.

Relationship management. To achieve sustained success, organizations manage their relationships with stakeholders such as suppliers. Since product quality is largely determined by the quality of raw materials, materials and information, achieving quality growth must also be based on establishing mutually beneficial partnerships with suppliers. Achieving sustainable success is more likely when an organization manages relationships with all of its stakeholders to optimize their impact on its operations.

The requirements of ISO 9001 standards have been implemented in more than one million companies in more than 170 countries around the world. The use of ISO 9001 standards ensures that consumers consistently receive products and services good quality, i.e. according to their requirements and expectations.

A successfully implemented quality management system is confirmed by its certification for compliance with international standard ISO 9001. The presence of a company certificate indicates that the company is well organized, it has clearly assigned responsibilities, procedures, work technology is followed, there are operational instructions documented and known to all staff, a procedure for monitoring work performed and, of course, a professional and well-trained staff. In other words, an ISO 9001 certificate indicates that a company's quality system is able to ensure and improve the quality of its products and services.

Certification- provision by an independent body of written confirmation (certificate of conformity) that the product, service or system meets the specified requirements.

Firm "1C" provides voluntary certification of franchising companies according to ISO 9001:2015 and GOST R ISO 9001-2015.

Certification 1C: Franchisee is carried out by certification bodies accredited by ISO. Accreditation- official recognition by an independent body (accreditation body) that the certification organization has the right to carry out certification activities. Accreditation is optional but adds another layer of trust.

The most authoritative and largest international certification organizations - Det Norske Veritas (DNV GL) and Bureau Veritas Certification - have been approved by 1C as QMS certification bodies.

Building a quality management system is a rather laborious process. Obviously, not all franchisee firms can approach certification at the same time, due to objective circumstances, such as, the structure of the firm, regional characteristics, staff training. But to build a quality management system or put into operation its individual essential elements, 1C encourages all 1C: Franchisee partners seeking to make their company competitive in the information services market.