ISO 10018-2012 Quality management -- Guidelines on people involvement and competence

ISO2012QUALITYMANAGEMENTGUIDELINESONPEOPLEINVOLVEMENTANDCOMPETENCEMANAGEMENTDELAQUALITLIGNESDIRECTRICESPOURLIMPLICATIONETLESCOMPTENCESDUPERSONNELINTERNATIONALSTANDARDISO10018FIRSTEDITION20120901REFERENCENUMBERISO100182012ENISO100182012ENIIISO2012ALLRIGHTSRESERVEDCOPYRIGHTPROTECTEDDOCUMENTISO2012ALLRIGHTSRESERVEDUNLESSOTHERWISESPECIFIED,NOPARTOFTHISPUBLICATIONMAYBEREPRODUCEDORUTILIZEDINANYFORMORBYANYMEANS,ELECTRONICORMECHANICAL,INCLUDINGPHOTOCOPYINGANDMICROFILM,WITHOUTPERMISSIONINWRITINGFROMEITHERISOATTHEADDRESSBELOWORISOSMEMBERBODYINTHECOUNTRYOFTHEREQUESTERISOCOPYRIGHTOFFICECASEPOSTALE56CH1211GENEVA20TEL41227490111FAX41227490947EMAILCOPYRIGHTISOORGWEBWWWISOORGPUBLISHEDINSWITZERLANDISO100182012ENISO2012ALLRIGHTSRESERVEDIIICONTENTSPAGEFOREWORDIVINTRODUCTIONV1SCOPE12NORMATIVEREFERENCES13TERMSANDDEFINITIONS14MANAGEMENTOFPEOPLEINVOLVEMENTANDCOMPETENCE241GENERAL242LEADERSHIPINVOLVEMENTANDSTRATEGY243PEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONPROCESS244ANALYSISOFPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITION345INVOLVEMENTANDCOMPETENCEPLANNING346IMPLEMENTATION447EVALUATION55MANAGEMENTRESPONSIBILITY651MANAGEMENTCOMMITMENT652CUSTOMERFOCUS653QUALITYPOLICY654QUALITYOBJECTIVESANDPLANNING655RESPONSIBILITY,AUTHORITYANDCOMMUNICATION656MANAGEMENTREVIEW76RESOURCEMANAGEMENT761PROVISIONOFRESOURCES762HUMANRESOURCES863INFRASTRUCTURE864WORKENVIRONMENT87PRODUCTREALIZATION971PLANNINGOFPRODUCTREALIZATION972CUSTOMERRELATEDPROCESSES973DESIGNANDDEVELOPMENT1074PURCHASING1175PRODUCTIONANDSERVICEPROVISION1276CONTROLOFMONITORINGANDMEASURINGEQUIPMENT138MEASUREMENT,ANALYSISANDIMPROVEMENT1381GENERAL1382MONITORINGANDMEASUREMENT1383CONTROLOFNONCONFORMINGPRODUCT1484ANALYSISOFDATA1485IMPROVEMENT15ANNEXAINFORMATIVEFACTORSTHATIMPACTONPEOPLEINVOLVEMENTANDCOMPETENCE16ANNEXBINFORMATIVESELFASSESSMENT21BIBLIOGRAPHY23ISO100182012ENFOREWORDISOTHEINTERNATIONALORGANIZATIONFORSTANDARDIZATIONISAWORLDWIDEFEDERATIONOFNATIONALSTANDARDSBODIESISOMEMBERBODIESTHEWORKOFPREPARINGINTERNATIONALSTANDARDSISNORMALLYCARRIEDOUTTHROUGHISOTECHNICALCOMMITTEESEACHMEMBERBODYINTERESTEDINASUBJECTFORWHICHATECHNICALCOMMITTEEHASBEENESTABLISHEDHASTHERIGHTTOBEREPRESENTEDONTHATCOMMITTEEINTERNATIONALORGANIZATIONS,GOVERNMENTALANDNONGOVERNMENTAL,INLIAISONWITHISO,ALSOTAKEPARTINTHEWORKISOCOLLABORATESCLOSELYWITHTHEINTERNATIONALELECTROTECHNICALCOMMISSIONIECONALLMATTERSOFELECTROTECHNICALSTANDARDIZATIONINTERNATIONALSTANDARDSAREDRAFTEDINACCORDANCEWITHTHERULESGIVENINTHEISO/IECDIRECTIVES,PART2THEMAINTASKOFTECHNICALCOMMITTEESISTOPREPAREINTERNATIONALSTANDARDSDRAFTINTERNATIONALSTANDARDSADOPTEDBYTHETECHNICALCOMMITTEESARECIRCULATEDTOTHEMEMBERBODIESFORVOTINGPUBLICATIONASANINTERNATIONALSTANDARDREQUIRESAPPROVALBYATLEAST75OFTHEMEMBERBODIESCASTINGAVOTEATTENTIONISDRAWNTOTHEPOSSIBILITYTHATSOMEOFTHEELEMENTSOFTHISDOCUMENTMAYBETHESUBJECTOFPATENTRIGHTSISOSHALLNOTBEHELDRESPONSIBLEFORIDENTIFYINGANYORALLSUCHPATENTRIGHTSISO10018WASPREPAREDBYTECHNICALCOMMITTEEISO/TC176,QUALITYMANAGEMENTANDQUALITYASSURANCE,SUBCOMMITTEESC3,SUPPORTINGTECHNOLOGIESIVISO2012ALLRIGHTSRESERVEDISO100182012ENINTRODUCTION01GENERALTHEOVERALLPERFORMANCEOFAQUALITYMANAGEMENTSYSTEMANDITSPROCESSESULTIMATELYDEPENDSONTHEINVOLVEMENTOFCOMPETENTPEOPLEANDWHETHERTHEYAREPROPERLYINTRODUCEDANDINTEGRATEDINTOTHEORGANIZATIONTHEINVOLVEMENTOFPEOPLEISIMPORTANTINORDERFORANORGANIZATIONSQUALITYMANAGEMENTSYSTEMTOACHIEVEOUTCOMESWHICHARECONSISTENTANDALIGNEDWITHTHEIRSTRATEGIESANDVALUESITISCRITICALTOIDENTIFY,DEVELOPANDEVALUATETHEKNOWLEDGE,SKILLS,BEHAVIOURANDWORKENVIRONMENTREQUIREDFORTHEEFFECTIVEINVOLVEMENTOFPEOPLEWITHTHENECESSARYCOMPETENCETHISINTERNATIONALSTANDARDPROVIDESGUIDELINESFORHUMANFACTORSWHICHINFLUENCEPEOPLEINVOLVEMENTANDCOMPETENCE,ANDCREATESVALUETHATHELPSTOACHIEVETHEORGANIZATIONSOBJECTIVES02RELATIONSHIPWITHQUALITYMANAGEMENTSYSTEMSTHEQUALITYMANAGEMENTSYSTEMSTANDARDSDEVELOPEDBYISO/TC176AREBASEDONTHEQUALITYMANAGEMENTPRINCIPLESDESCRIBEDINISO9000THECORRELATIONBETWEENTHISINTERNATIONALSTANDARDANDISO9001FACILITATESPEOPLESINVOLVEMENTANDCOMPETENCEWITHINTHEQUALITYMANAGEMENTSYSTEMHOWEVER,THISINTERNATIONALSTANDARDCANALSOBEUSEDWITHOTHERMANAGEMENTSYSTEMS03PROCESSBASEDAPPROACHTOPEOPLEINVOLVEMENTANDCOMPETENCETHISINTERNATIONALSTANDARDISBASEDONASTRATEGICPROCESSBASEDAPPROACHSEEFIGURE1FORDEVELOPINGTHEINVOLVEMENTANDCOMPETENCEOFPEOPLEATALLLEVELSOFTHEORGANIZATIONQUALITYMANAGEMENTPRINCIPLESLEADERSHIPINVOLVEMENTORGANIZATIONSNEEDSORGANIZATIONSRESULTSVALUESSTRATEGIESBUSINESSPLANSRESULTSMANAGEMENTREVIEWHUMANFACTORSPEOPLEINVOLVEMENTANDCOMPETENCEPROCESSFIGURE1STRATEGICPROCESSFORPEOPLEINVOLVEMENTANDCOMPETENCETHEPROCESSMODELSEEFIGURE2ILLUSTRATESTACTICALACTIONS,RESULTSANDPLANSFORPEOPLEINVOLVEMENTANDCOMPETENCEIFPEOPLEINVOLVEMENTANDCOMPETENCEAREMONITORED,MEASUREDANDANALYSEDWITHINTHEQUALITYMANAGEMENTSYSTEM,THISPRODUCESRESULTSWHICHENABLETOPMANAGEMENTTOMAKEDECISIONSFORIMPROVEMENT,THUSLEADINGTOENHANCEDLEVELSOFCUSTOMERSATISFACTIONISO2012ALLRIGHTSRESERVEDVISO100182012EN04USINGTHISINTERNATIONALSTANDARDCLAUSE4DESCRIBESTHEPROCESSESWHICHANORGANIZATIONCANUSETOIMPLEMENTANDMAINTAINPEOPLEINVOLVEMENTANDCOMPETENCEINQUALITYMANAGEMENTSYSTEMSTHEFACTORSDESCRIBEDIN46PROVIDEACTIONSWHICHMAYBETAKENTOSTRENGTHENPEOPLEINVOLVEMENTTHEGUIDELINESINCLAUSES5TO8PROVIDETHESPECIFICACTIONSWHICHCANBETAKENTOMEETINDIVIDUALQUALITYMANAGEMENTSYSTEMREQUIREMENTS,SUCHASTHOSESPECIFIEDINISO9001THISINTERNATIONALSTANDARDPROVIDESGUIDANCETOLEADERS,MANAGERS,SUPERVISORS,QUALITYPRACTITIONERS,QUALITYMANAGEMENTREPRESENTATIVESANDHUMANRESOURCESMANAGERSVIISO2012ALLRIGHTSRESERVEDINTERNATIONALSTANDARDISO100182012ENQUALITYMANAGEMENTGUIDELINESONPEOPLEINVOLVEMENTANDCOMPETENCE1SCOPETHISINTERNATIONALSTANDARDPROVIDESGUIDANCEONENGAGINGPEOPLEINANORGANIZATIONSQUALITYMANAGEMENTSYSTEM,ANDONENHANCINGTHEIRINVOLVEMENTANDCOMPETENCEWITHINITTHISINTERNATIONALSTANDARDISAPPLICABLETOANYORGANIZATION,REGARDLESSOFSIZE,TYPE,ORACTIVITY2NORMATIVEREFERENCESTHEFOLLOWINGREFERENCEDDOCUMENTSAREINDISPENSABLEFORTHEAPPLICATIONOFTHISDOCUMENTFORDATEDREFERENCES,ONLYTHEEDITIONCITEDAPPLIESFORUNDATEDREFERENCES,THELATESTEDITIONOFTHEREFERENCEDDOCUMENTINCLUDINGANYAMENDMENTSAPPLIESISO9000,QUALITYMANAGEMENTSYSTEMSFUNDAMENTALSANDVOCABULARY3TERMSANDDEFINITIONSFORTHEPURPOSESOFTHISDOCUMENT,THETERMSANDDEFINITIONSGIVENINISO9000ANDTHEFOLLOWINGAPPLY31COMPETENCEABILITYTOAPPLYKNOWLEDGEANDSKILLSTOACHIEVEINTENDEDRESULTSNOTE1CONTINUINGAPPLICATIONOFCOMPETENCECANBEAFFECTEDBYTHEWORKENVIRONMENTWITHALLITSVARIATIONS,PRESSURES,RELATIONSHIPSANDCONFLICTSTHATCANAFFECT,FOREXAMPLE,ATTITUDEANDCOMMITMENTTOAPPLYTHERELEVANTKNOWLEDGEANDSKILLSNOTE2COMPETENCEREQUIREMENTSAREMORETHANACADEMICQUALIFICATIONS,TRAININGANDEXPERIENCETHEYDEFINETHERESULTSOROUTCOMESTOBEACHIEVEDFORAPARTICULARJOB,THEPERFORMANCECRITERIAORSTANDARDSTOBEACHIEVED,THEEVIDENCEREQUIREDANDTHEMETHODOFOBTAININGITNOTE3COMPETENCESREFERENCEDINTHISINTERNATIONALSTANDARDAPPLYBOTHTOPEOPLEWITHINANORGANIZATIONANDTHOSEOUTSOURCED32COMPETENCEACQUISITIONPROCESSTOENSURETHATCOMPETENCE31ISATTAINEDBYAPERSON,AGROUPOFPEOPLE,ORANORGANIZATIONNOTEINORDERTOENSURETHENEEDSANDOBJECTIVESOFTHEORGANIZATIONAREBEINGMET,ITCANBENECESSARYTOHAVEACONTINUALPROGRAMMEOFCOMPETENCEACQUISITION33COMPETENCEDEVELOPMENTPROCESSTOINCREASETHECOMPETENCEOFAPERSON,AGROUPOFPEOPLE,ORANORGANIZATION34HUMANFACTORSPHYSICALORCOGNITIVECHARACTERISTICS,ORSOCIALBEHAVIOUR,OFAPERSONNOTEHUMANFACTORSCANHAVEASIGNIFICANTINFLUENCEONTHEINTERACTIONWITHIN,ANDTHEFUNCTIONINGOF,MANAGEMENTSYSTEMS35INVOLVEMENTENGAGEMENTIN,ANDCONTRIBUTIONTO,SHAREDOBJECTIVESISO2012ALLRIGHTSRESERVED1ISO100182012EN4MANAGEMENTOFPEOPLEINVOLVEMENTANDCOMPETENCE41GENERALTHISCLAUSEPROVIDESAPROCESSANDGUIDELINESFORDEVELOPINGPEOPLEINVOLVEMENTANDCOMPETENCEORGANIZATIONSCANUSETHESEGUIDELINESTOENSURELONGTERMCOMMITMENTTOINVOLVEMENTANDCOMPETENCE42LEADERSHIPINVOLVEMENTANDSTRATEGYEFFECTIVEQUALITYMANAGEMENTSYSTEMSREQUIRELEADERSTOBEVISIBLYINVOLVEDINACHIEVINGTHEPEOPLEINVOLVEMENTANDCOMPETENCEOBJECTIVESLEADERSSHOULDENCOURAGEPEOPLETOASSUMERESPONSIBILITIESANDCREATECONDITIONSWHICHENABLEPEOPLETOACHIEVEDESIREDRESULTS,ENSURINGRELEVANTSTATUTORYANDREGULATORYREQUIREMENTSAREMETLEADERSSHOULDDEMONSTRATETHEIRCOMMITMENTTOPEOPLEINVOLVEMENTANDCOMPETENCEBYAESTABLISHINGSTRATEGIES,POLICIESANDOBJECTIVESBDEFININGRESPONSIBILITIESANDAUTHORITIESCENSURINGUNDERSTANDINGOFCUSTOMERSNEEDSANDEXPECTATIONSDDETERMININGPERSONNELREQUIREMENTS,SUCHASKNOWLEDGE,SKILLSANDBEHAVIOUREASSESSINGRESOURCEREQUIREMENTS,SUCHASINFRASTRUCTURE,WORKENVIRONMENTANDWORKCONDITIONSFPROVIDINGTHERESOURCESREQUIREDGENCOURAGINGCOMMUNICATION43PEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONPROCESSCOMPETENCECANBEADDRESSEDINDEVELOPMENTPLANSWHICHALSOCONTRIBUTETOPEOPLEINVOLVEMENTTHEPROCESSFORPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONISDESCRIBEDINFIGURE272COMPETENCEANALYSIS73COMPETENCEPLANNING74REALIZATION75EVALUATION44ANALYSIS4546IMPLEMENTATION47EVALUATIONIMPROVEMENTINPUTORGANIZATIONSNEEDSPOLICIESANDOBJECTIVESPREVIOUSREVIEWSOUTPUTAPPROPRIATECOMPETENCEINVOLVEDPEOPLEDOCUMENTATIONFORREVIEWPLANNINGFIGURE2DEVELOPMENTPROCESSOFPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONWITHINANORGANIZATIONTHEPROCESSISBASEDONTHEFOURSTEPSOUTLINEDBELOWAANALYSISSEE44DATAARECOLLECTEDANDANALYSEDINRELATIONTOTHEORGANIZATIONSSHORTANDLONGTERMOBJECTIVESFORPEOPLEINVOLVEMENTANDCOMPETENCEBPLANNINGSEE45PROCEDURESAREESTABLISHEDANDMAINTAINEDTOPLANTHEPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONPROCESSONANORGANIZATIONAL,GROUPANDINDIVIDUALLEVEL2ISO2012ALLRIGHTSRESERVEDISO100182012ENCIMPLEMENTATIONSEE46THEPLANSANDASSOCIATEDACTIONSAREIMPLEMENTEDINORDERTOACHIEVETHEOBJECTIVEOFPEOPLEINVOLVEMENTANDCOMPETENCEDEVALUATIONSEE47PLANS,ACTIONSANDOUTCOMESAREREVIEWEDANDEVALUATEDFORCONTINUALIMPROVEMENTTHERESHOULDBEAREVIEWCARRIEDOUTATEVERYSTEPTOENSURETHATTHEINPUTANDOUTPUTDATAARECORRECTTHESESTEPSAPPLYTOALLLEVELSOFTHEORGANIZATION,GROUPANDINDIVIDUAL44ANALYSISOFPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITION441NEEDSIDENTIFICATIONTHEORGANIZATIONSHOULDIDENTIFYITSSHORTANDLONGTERMPEOPLEINVOLVEMENTANDCOMPETENCENEEDSATPLANNEDINTERVALSTHEIDENTIFICATIONOFNEEDSMAYINCLUDEORGANIZATIONALSTRATEGIES,VALUES,BUSINESSPLANS,POLICIESANDINPUTFROMINTERESTEDPARTIES,SUCHASCUSTOMERSTHEIDENTIFICATIONPROCESSWILLBEGINBYEVALUATINGTHECURRENTLEVELSOFPEOPLEINVOLVEMENTANDCOMPETENCE,IDENTIFYIN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CREATIVITYCREATESAHIGHERSENSEOFPERSONALFULFILMENTANDCONSEQUENTLYENHANCESINVOLVEMENTCREATIVITYISTHEPROCESSOFPRODUCINGNEWIDEAS,WHILEINNOVATIONISTHEPROCESSOFAPPLYINGSUCHTHESEIDEASINTHECONTEXTOFANORGANIZATION,THETERMINNOVATIONREFERSTOTHEENTIREPROCESSBYWHICHINDIVIDUALSORGROUPSGENERATECREATIVENEWIDEASANDCONVERTTHEMINTOPRODUCTS,SERVICES,ORBUSINESSPRACTICESSEECLAUSEA5RECOGNITIONANDREWARDSTHEORGANIZATIONSHOULDTAKEACTIONSTOCONTINUALLYIMPROVEPEOPLEINVOLVEMENTTHISISACHIEVEDTHROUGHRECOGNITIONANDREWARDSASWELLASFEEDBACKFORINDIVIDUALSORTEAMSTHATHAVEBEENINVOLVEDINACHIEVINGRESULTSTOTHEBENEFITOFTHEORGANIZATIONSEECLAUSEA11INADDITIONTOTHEABOVEFACTORS,OTHERFACTORSDESCRIBEDINANNEXAALSOAFFECTTHELEVELOFPEOPLEINVOLVEMENT,IELEADERSHIPSEECLAUSEA9,EMPOWERMENTSEECLAUSEA7,ATTITUDEANDMOTIVATIONSEECLAUSEA2,ANDEDUCATIONANDLEARNINGSEECLAUSEA6EXAMPLESEXAMPLESOFMETHODSFORMEASURINGTHEEXTENTTOWHICHSOMEOFTHESEHUMANFACTORSAREIMPLEMENTEDAREGIVENBELOWTHESEMEASUREMENTSCANBEOBTAINEDTHROUGHSTAFFSURVEYS,FOCUSGROUPSORINDIVIDUALINTERVIEWSAWARENESSTHEDEGREEOFUNDERSTANDINGOFTHEPOLICIESANDOBJECTIVESOFTHEORGANIZATIONSQUALITYMANAGEMENTSYSTEMNETWORKINGTHEEFFECTIVENESSOFHOWGROUPSOFPEOPLEWORKTOGETHERANDSUPPORTEACHOTHERINCRITICALTASKSENGAGEMENTTHELEVELOFSATISFACTIONPEOPLEHAVEINACTIVITIESSUCHASCOMMUNICATION,LEARNINGANDMANAGEMENTTEAMWORKTHEEXTENTTOWHICHATEAMREACHESITSOBJECTIVESINKEYPROJECTMILESTONESANDPROCESSREQUIREMENTSCREATIVITYANDINNOVATIONTHENUMBERSOFIDEASGENERATEDWHENCOMPAREDTOTHEIRIMPLEMENTATIONRATES463IMPLEMENTATIONOFCOMPETENCEPLANSTHEORGANIZATIONSHOULDCARRYOUTPLANNEDACTIVITIESFORCOMPETENCEACQUISITIONTHEINPUTTOTHISSTEPISTHECOMPETENCEACQUISITIONPLANACTIVITIESINANACQUISITIONPLANFORTHEORGANIZATIONCOULDBEEDUCATIONANDTRAINING,RECRUITMENT,ESTABLISHINGPARTNERSHIPSANDOUTSOURCINGFORTHEINDIVIDUAL,ACOMPETENCEDEVELOPMENTPLANCANBECOMPRISEDOFACTIVITIESSUCHASEDUCATIONANDTRAINING,BOTHCLASSROOMORONTHEJOB,NETWORKING,TEAMWORK,READINGANDSELFSTUDYACTIVITIESTHATHAVEBEENCARRIEDOUTSHOULDBERECORDED47EVALUATIONTHEORGANIZATIONSHOULDFOLLOWPROCEDURESFOREVALUATIONOFTHEEFFECTIVENESSOFPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONACTIVITIESTHATHAVEBEENCOMPLETEDTHEEVALUATIONSHOULDCOMPARERESULTSOFPEOPLEINVOLVEMENTANDCOMPETENCEACQUISITIONWITHTHEPREVIOUSLYPREPAREDPLANS,ANDTHEOUTCOMESSHOULDBECOMMUNICATEDTOALLAFFECTEDPARTIESIMPROVEMENTSSHOULDTHENBEIMPLEMENTEDEVALUATIONSSHOULDBECONDUCTEDATPLANNEDINTERVALS,ANDTHEOUTCOMESSHOULDBERECORDEDANDUSEDASANINPUTTOTHEMANAGEMENTREVIEWPROCESSMOSTOFTHEACTIVITIESLISTEDINCLAUSES5TO8CANBEUSEDASACHECKLISTTOASSESSTHECURRENTSTATUSOFANORGANIZATIONREGARDINGPEOPLEINVOLVEMENTANDCOMPETENCETHELEVELSOFPEOPLEINVOLVEMENTANDCOMPETENCECANBECHECKEDBYCOMPARINGTHECOMPLETEDACTIONSAGAINSTTHEITEMSLISTEDINEACHCLAUSEANNEXBALSOPROVIDESAMETHODOFORGANIZATIONALSELFASSESSMENTISO2012ALLRIGHTSRESERVED5ISO100182012EN5MANAGEMENTRESPONSIBILITY51MANAGEMENTCOMMITMENTWHENDEMONSTRATINGTHEIRCOMMITMENTTOPEOPLEINVOLVEMENT,MANAGEMENTSHOULDAEXPLAINTOTHEPEOPLEINTHEORGANIZATIONTHEVALUECREATEDBYTHEQUALITYMANAGEMENTS