Section 4.2 of 9001: 2015 establishes the need to determine the interested parties or stakeholders. All organisations will have some interested parties, these might include customers, bond holders, partners, franchise operators, bankers, regulators, trade unions, contractors, community associations, non-governmental organisations etc.
Recording these interested parties on a spreadsheet is useful.
A PESTEL analysis is a good framework for analysing stakeholder or interested parties’ requirements.
To identify all the relevant interested parties, it may be useful to ask staff to define the purpose of the organisation. Recording these observations is useful.
An examination of end to end processes will help identify inputs and outputs plus organisations and providers that assist with these activities.
It is worth checking any industry associations or similar bodies to assess their needs and expectations. Remember any regulatory and legislative issues, relevant to the business.
Sometimes organisations have a poor grasp of all their interested parties and stakeholders. By ignoring these vital interest groups, a business may find that it is not addressing stakeholder requirements.
So, performing a comprehensive contributor analysis is a beneficial exercise, with or without ISO9001.
It is wise to identify the stakeholders needs and expectations and build these into the planning of the quality system.
If the above exercise is documented and clearly identified, then a simple set of slides should articulate these needs and how the organisation will address these.
Sound procedures and processes should be created to monitor and measure the needs and expectations as set out above. In many cases the organisation may need to report back the results.
For further information and to book your ISO9001 survey please contact: Marcus J Allen at Thamer James Ltd. Email: firstname.lastname@example.org
Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Including over one hundred ISO9001 programmes.
Marcus holds a BSI ISO9001 lead auditor qualification and is registered on the BSI Associate Consultant Programme.
Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and holds a master’s degree in Management Learning & Change from the University of Bristol. Marcus is a Fellow of the Institute of Consultants and Fellow of the Chartered Management Institute.