Quality Progress - February 2018 - 9

THIS MONTH'S SECOND QUESTION

Regarding ISO 9001:2015, Clause
4.2-Understanding the needs and
expectations of interested parties: What
tools can be used to monitor and review
information about interested parties and
their relevant requirements? Is there a
monitoring tool that can be adopted to fill
the requirements of this clause?

OUR RESPONSE

There are proactive and reactive approaches to monitoring and reviewing information about interested
parties and their relevant requirements. There also are
appropriate tools that can be used to analyze and review
the information.
The first step is to identify all relevant interested parties.
This is effectively done by brainstorming with the heads of
various functions of the organization and top management.
Review the list as a team to determine whether any other
parties should be added.
If in doubt, consult ISO 9001:2015, which defines
"interested party" as a "person or organization that can
affect, be affected by, or perceive itself to be affected by a
decision or activity."¹
While interested parties-such as customers, external
providers and employees-are obvious, other interested parties-such as the society and community, opposing pressure
groups and the competition-sometimes are ignored because
an organization thinks they are irrelevant.
In some cases, new interested parties emerge due to
shifts in an organization's strategy. If an organization
decides to close one of its manufacturing locations or
reduce headcount, for example, this can have a negative
effect on a community's unemployment rate and the local
economy. On the other hand,

opening a new office or factory can positively affect a
community by bringing more jobs. Monitoring societal
impact is important in this situation.
A competitor's approach to a breakthrough technology in product and service offerings could make
your organization's offerings less competitive, so
monitoring market intelligence is important for the
organization's survival.
Your industry may be levied a higher tariff by the
government, but monitoring the information through
the appropriate political action committee may help in
taking proactive measures.
Online Table 1, which can be found on this department's webpage at www.qualityprogress.com,
provides an example of a comprehensive review of
interested parties, sources of information, frequency of
monitoring and monitoring tools. It is important to note
that information may be a compilation of numerical and
textual data from various sources.
REFERENCE
1. International Organization for Standardization (ISO),
ISO 9001:2015-Quality management systems-
Fundamentals and vocabulary.
BIBLIOGRAPHY
Ramu, Govind, "Ready or Not," Quality Progress, January 2018,
pp. 16-21.
Tague, Nancy R., The Quality Toolbox, second edition, ASQ Quality
Press, 2005.

This response was written by Govind Ramu, ASQ fellow
and quality management professional, Fremont, CA.

For more information about the ISO 9001:2015
transition, visit asq.org/learn-about-quality/
iso-9000/iso-9001-2015.
qualityprogress.com ❘ February 2018

QP 9


http://www.qualityprogress.com http://www.asq.org/learn-about-quality/iso-9000/iso-9001-2015 http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - February 2018

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Career Coach
Office Efficiency
The Crown Jewels of Design
Open Lines
Less Is More
ASQ 2018 Six Sigma Resource Guide
Standard Issues
Six Sigma Solutions
Statistics Spotlight
Marketplace
Footnotes
Try This Today
Quality Progress - February 2018 - intro
Quality Progress - February 2018 - cover1
Quality Progress - February 2018 - cover2
Quality Progress - February 2018 - 1
Quality Progress - February 2018 - 2
Quality Progress - February 2018 - 3
Quality Progress - February 2018 - 4
Quality Progress - February 2018 - 5
Quality Progress - February 2018 - Seen and Heard
Quality Progress - February 2018 - 7
Quality Progress - February 2018 - Expert Answers
Quality Progress - February 2018 - 9
Quality Progress - February 2018 - Progress Report
Quality Progress - February 2018 - 11
Quality Progress - February 2018 - Mr. Pareto Head
Quality Progress - February 2018 - 13
Quality Progress - February 2018 - Career Coach
Quality Progress - February 2018 - 15
Quality Progress - February 2018 - Office Efficiency
Quality Progress - February 2018 - 17
Quality Progress - February 2018 - 18
Quality Progress - February 2018 - 19
Quality Progress - February 2018 - 20
Quality Progress - February 2018 - 21
Quality Progress - February 2018 - The Crown Jewels of Design
Quality Progress - February 2018 - 23
Quality Progress - February 2018 - 24
Quality Progress - February 2018 - 25
Quality Progress - February 2018 - 26
Quality Progress - February 2018 - 27
Quality Progress - February 2018 - 28
Quality Progress - February 2018 - 29
Quality Progress - February 2018 - Open Lines
Quality Progress - February 2018 - 31
Quality Progress - February 2018 - 32
Quality Progress - February 2018 - 33
Quality Progress - February 2018 - 34
Quality Progress - February 2018 - 35
Quality Progress - February 2018 - 36
Quality Progress - February 2018 - 37
Quality Progress - February 2018 - Less Is More
Quality Progress - February 2018 - 39
Quality Progress - February 2018 - 40
Quality Progress - February 2018 - 41
Quality Progress - February 2018 - 42
Quality Progress - February 2018 - 43
Quality Progress - February 2018 - ASQ 2018 Six Sigma Resource Guide
Quality Progress - February 2018 - 45
Quality Progress - February 2018 - Standard Issues
Quality Progress - February 2018 - 47
Quality Progress - February 2018 - 48
Quality Progress - February 2018 - 49
Quality Progress - February 2018 - Six Sigma Solutions
Quality Progress - February 2018 - 51
Quality Progress - February 2018 - 52
Quality Progress - February 2018 - Statistics Spotlight
Quality Progress - February 2018 - 54
Quality Progress - February 2018 - 55
Quality Progress - February 2018 - 56
Quality Progress - February 2018 - 57
Quality Progress - February 2018 - Marketplace
Quality Progress - February 2018 - 59
Quality Progress - February 2018 - Footnotes
Quality Progress - February 2018 - 61
Quality Progress - February 2018 - 62
Quality Progress - February 2018 - 63
Quality Progress - February 2018 - Try This Today
Quality Progress - February 2018 - cover3
Quality Progress - February 2018 - cover4
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