Você está na página 1de 73

Quality management systems Guidelines for performance

improvement

& "' ()
-

"#

$
0

( 4"' +
.

5
0+

! " "#
+ #

6
5

07
6

/ 01 %( +,"
2 !

1 /

<=> ' - #"

= * 6. % D

CA

B>

2), % # % ! B
2 < "' +

! " " E 1 -

. +

9 5

: 0 !
- ;

$ %

/0

. * 6.

2
/ #"

"# @?
6 % D

. * 6.

% &'!

FG

D%

!
"#

+ ,"

=, -

'

- /

: J 4"' ()

<=> '

! "+

<

< F D #

! " # E 1 +

'H

0 I FH

2% # EH
2& #
2*

" ),

2%G

% #,

% ! + N
2+ .

<

! B

+ "9!
, +#

L=
+

- " #"

6 %>

+."

< #

2+#

/
2

% #, *
9

E , + "'
!

' <

1 . +

$ + " # L<
7 7#

. ?
E D

% +

- ,H +'

A ! 4"' +
E, + #

2<
< "# ) , %'
K

+'

* 6. *

. 4"' < ,
#

7 .H

/ 0D

"#
2

?G

+ 7D +,"

*6. K
-

H %>
L=

!"

+ . %
2*

<

<,

- /

1 +6(

H +

=,

*" 4 "'

0%#
4"' % #

'?

- /

O> G H

# -

'

1 G

64.
/ #

+ "' '
2 !

-> ' ,

'-

+
.

4 ->

% .

+ " # 4 F> R + " ' KD ' +

+ "' A

- " #"

2C+ " ' L< @ &


4"'

2< 6
+ 0D 4"'

) L<

< >' ,

- "#
0 + " # L<

0
7

+ "'
.D

- "#

0 %(

, + "#
&

'

2- "
2+ G

% !

* 6.

+ 6 *"# - " #

<

SD

1 4 + .

2+ #, + " # E D L= * 6.
2 ' G
T%!

- " #"

+ " # 4"'

Q
"

5 6 4"' E

0? G
->

- /
HT% !

- "

1 <, +"
Q

.
Q

2V 4 U

- 6,

+ 6 + "# -

<

#" ?

"#

6?

- /

2% , ;

?G

.
< "

SQ

- /

1 G

1
+

4"' - " # ?G

% &'!

!
"#

'!)

'( %&

+ *,

Continual improvement of the quality management system

-.
/0 !
3 1 20
4

'5

+ *, !

-.
/0 !
3
4

!6*

, !7 8

' !

'(

3.2'

2+ G

'!)

$/%
3

+ 6 - !
2- "# *

'(% & "

#$

>
WXXY 7 1

WXXT 7 1

<G # >
N
%

!; 0 <

+< !

' %6

<

H +,"

=!

<

<6

<

<

'

%6

D H +< !

I %

8 #
<6
'

# 8

4"' A,

NZ D * (
2% # -

/ 0 *"#

."+
WXXY 7 1
7 1 - "
&
-

6
"
6, # 4

# & B! H <
- +
.

D !

"

. * 6.

WXXT 7 1

2 < #, B

4 %6H

+ #

"+
M

D%!
!

E,

"# <

%! E 1

WXXT 7 1

% D

&
A

% ' -H

. 4"' ! $ WXXY 7 1

B A
G

=,

# +" , -

- "

4 "' 7

F#

<

2+,"
<

4"' '
#

% ! *
6"

#"

+6

% ' -H

"

B! H

% ! G D <
2

<

"
4"'

=.

%!

" E Z

-[! " !
.

2+

# 8

(D A

<#

WXXT

N1 D * (

* 6. % D

WXXT 7 Z +

1 -

% &'!

0 \+

!
"#

.> \

"#

2? G

5
D <,

1 20
M

+ ! -

D+
5

<

D + =
;

'5 %&
5

% D

>

< %)* @

%( ;
D +

- +

<

! "+

4 "' % #

! "+

! $

Scope

6 - "

&

% # G

/ 0D I WXXT 7 1 &

2#

E D ?

B 4"' E
0/ 0

E>

# G

!
2 !

%>

- /
- " ' 4"' *

<

6 5

2WXXT 7 1 *

E D

"%

5 6

5 6K
%

'

% %!

' 0 !

WXXT 7 1

1 G

.
L

< "' 7

$ 3

. * 6. 0 +

2?
*(

0H % D
6

"K

5 6

E, + #

D+

$ D+ >
D+ 6

/
2+

< +< !
!

$ +

D+.
2+"

7 %

KD 4"' % ! H +

+.

0?

- ;
5

H K #

1 /

6
1

0/
H D

Normative reference A

E 1

. %

< "

0 +
2&

- "
5

0E

4"'

< #

<)
0K .

! F= B 0

71 +

?6

3
- "

G 0

-, #

+ .>

! 3 , /4

- ."

.+

, 5 # 0 9

0K

2_XXX^WXXX 7 Z +
WXXY 7 1

% #"+ =

6 8

N1

- ."
7 +" " /

% D
:

2C?
< \L \ ?"

- /
<

D@ % ' `SSSS ! `SSSS

" +

0*

%>
2\+

'!)
3
" D

%! <

4"' E 6$ *
* 6. *

'B

%!

%>
%!

!
a

'( % &
'( %&

% 9!
*6.

E D E, + #

?G
. &

% &'!

!
"#

%!

+ "'

2?

- /

2;
'B

% #

. &

1 +

"#

1 % -

.
G

$ 4"'
: J *

+ #, <

<

a G

< <

- "'

SD

2E,
* 6. +

:% #

. &
2

6 - "#

.
5

! +

E D4
D 4"' -

"#

6 %( + " #

2 ! " G

E D

! +"( D % !

6 - "' +

2
+ #

% #, % 9!

.
.

6 +

6 &

6."

+ "#

2+
D

<

3 $/

'!)

'( %&

B>

'!)
.

& "'

5 6

*
0- "

3 $/
*(
!
6
A *,
& #

: J
6
! 4"'
+ " - "#
. SD
2- " # 0 %' ,
# .S
% 9!
% + "'
G + " *
#
. SQ
2- " # 0
% 9! ' +
G - "#
G S
2- " #
2- " # 0 % ". 5
+
S
. +
L= * 6. +
G -E $ *
S
2- " # <

2 !

'& 6

G
0+

,.
2

!; 0
'( % & ?

0- "

A *,

- "#

6
2

4
!
25 6 L

- "
A L
G 0 .

+6

+ " - " # :+ ."


$ - ! - "' % !

<

4"' () + " ' KD ? 6 !


2- " # 0 G !

"

2
Documentation C D!

+"
% 9!

- ->

'

& "'

*(

,.

*
2 !

.
+ $+ "
- " # ),

% #,

% &'!

+# !

!
"#

- "
?

*(

- ;
D +9

- #"

1 /
KD

2 '

% D

'

2?

- /

# A

* ,

+"
1 - #"

*(

- +"
-

"#
"#

:%(

# % 6 !
+'

E,

%( @ +,

2+ "

2/ 01 2

$ + # +6"#

+ "6

E>

'%

+ . - "
2* (

+
2?

E!
2CA

. +

6 %

- -# !

2-[!
-

# - "

+
+"

.H

- /

1 % #

- "

O 6 + "$ +
2+

. +

! " + =>

1 /

2 !

E> # - #"

. * 6. * (
- ;

+#

*(
: J

2?

+6

O>

-> ' ,
- ;

- ;

1 /

"# %

2 !

3 $/

'!)

+ <

4"' E

'( %&

*( "

B>
C D! 3 $/

!; 0
?
?

: J
/ 0D

2
2
% 9! % #,

5 6

0
G

2
<

5 6

5 6
2& "'

\*( E
,. &6

+ "
%

0%

*(
G
+6( - $
2
%
+6( - E $
+ " *=(
2 < "'
"
->

\ ?"
&6( &
*( ;

<

(. :T +
E $

SD
S
SQ
S
S
."
#

/"

:_ + ."
6 ; D
2- ! O
!
. SD
2 < > ' , - " # 6# S
2 ,
E , SQ
:

%! DO

KD

*=(

+6(

-E

:b +
2

."
D

% &'!

!
"#

'!)

'
?
:% ! K
% 4"' .
6
! 4"'
KD - N
% ,B
% '%
SD
2- E (
A
D
<
+6( - E $ S
2< M
2
- "'
%' ," /
SQ
3 ' * /$9 :
?
->
#
<"
G
+ 6 - " " 6 < G
M
O
2YS_SY
:+ "
G
2
$ % 4 <
' -

. *( E
+
+ => 4"' +
" SD
c . +#
S
B
2
G
2" . ? 6 AG
- 9
.
G SQ
+ "6 +
+" - $
G S
2
H 6
* "
2 0 . / # %<
E 6 E6 G S
2
% 1 - %
G
.
G S
" D
+ 6 "
6
N
H A S7
28 N K1 < "' E 6$
< +
/ #
- " "+ 6
%
E 6
->
46
* ( E
+
7
H + .

'!) 3.)* /$9 ?


?
< "' ,.
->
+
%' , % 9!
> +"
< "' / # %<
7
/ #" + "
G
.
2
->
M "
E6 H

% &'!

!
"#

'!)
<

&I ?
6

%!

& 6

'(E '$ %'2 * : ?

% 9!

% D

+ ,!

2
6

"#

$ %

<

+ "6

+ J &

2& #"
&

/ <
< .

+ "' d
2 !

E 1

D +

"
+

+=

SD

<=H %
-@!!

<"

0 <

2 ! " +#,

D * 6.

<

<

SQ
/"

<"#

<

*6. :Process approach

+
!

+"

<

'+ #

. :System approach to management


+

'5 $ % &

- >' - - "'
2 < 0D *6.

:Continual improvement
2=

/ 0D * 6. % D

+ #

0-

*" < "'

# :Involvement of people +

2+ ! - " # -

H & "

<=H

(D % ! + N

6 :Leadership ' 8 S

+"

( 4"'

. < < "' 9

.4

" # %#

"#

D-

# :Customer focus

<=> ' 4 "' -[!


* 6. < "'

$3

H3

% !

=.

<
!

/0 0 " E Z

E,
+ *,

% ". 4"' +"' , -

6 7

8 < 4 #8 8,

S7

2Mutually beneficial supplier '

4"' <

, +

'$

* 6.
7 +

( +

* " +

+'!

3 =.

Sa

+ > ' % # :relationships

!
2+

"#

*"
$ 3

=#

< %

7 7#

. %( ?

- /
2

'5

Z
6 H

!6*

3'
'8
+

2?

"#

- /
G

EH

7 H

Z = , * 6. %'
7 * 6. 4"' % # K

2<" '

/0A +

+6( E

% ". *

"#

E, + # 4

$ 4"' 9

+ 6

&
. A !
+
L

' !

6
!

0 * 6.

+ ) AG

6 %( *

' c.

2 ! "+ G

=,

/ 0D +6"#

#
+

:%( - E
2 !

%
+

# + 9 &
< - "'

% &'!

!
"#

2 <, - " ' E , + # 4"' ()


2 "#
2 ! "+

*6.

+
H

- " # %(

EH

4"' A ! += *"

' +

G D "#
<N "

/ 01 2

2c ( /
- ;

1 /

E D5 6F

:% ! *

+'

6 *
"#

E 1 5

2- " # 5

%(

E> # G

5 6

;
2?

- ;

1 /

E> # <
2& 6

2
+

$ + #
.

$ %

->

;
-

1 a
"#

K
'5

' G D

G B
2 !

G)
B

'H

SY
< 7

?G

!
<

<

6*

$ 4"'

$ 4"'
*

"#

E D

# 3
:+

'

0 4"' E

2- " " + G $ + "6


" #

+ . % # - #"

0 +#

'

7 / 01

. <

2 !
2 !

- "# / <

. +

2 9 E
2+."
6

- /
"#

Z G

$ 4"'

* 6. % '

E D

4"'

.
.

"

,." + "

- "#

. G D "#

. D !

< - "'

.
!

<
"#

L=

6 E (D
$ 4"'

% ! %

% 4"' ()
- /
$

1 - #"

- " # %' , % #, % ".


: J

f " <

9
$

"' E , + #

<, - " ' B

(-

), + # + ! - " # % '
"#

+ G$

2?
-

AG

- " # 4"' +

$ 4"'
-

2<,

%6
%

# &I

!
/=

4"'

'

- " # %' ,

2 E , + #,
2< G
-

a G

" # % 9! + #

+ " # ->

*6. " -

.
->

G
+
2+

2E 1

. -

, +

,
.

% &'!

!
"#

2- " #"

. + "' % <

2+"

+ .>

+ =

% ".

&.

AG

+ "# B"

2+ " # / 0D * 6. + " ' % O G


2?

3 $/

- /

'!)

1 - #"

'(%&

B>
!; 0
'5 !6* F

'5 %;
F
"#
$ 4"'

*
:*

'B

- "

< 7 4"' %
& #,
.
% # - "
* 6. + 0D !
SD
2 !
+ 6 +
2
+
+
S
2
/ 0D
G SQ
2<
+ $ -#
S
2
G S

/0 3 / ! 3 ) ,

F
F

< /

:-[!

?
?

< /
- /

D !

1 % !

=<

E> #

"#

2 !
-'

D
2C !

1
M

< 1
0 &

".@
K

- #"

^B >

# O 6 B
2E

2<

D !

( K

<

+'

*"#

3 / ! 3 ) ,@
+ "6

. -

1 B

.H * 6.

= <

- /

".
2?

4"' ?

< 4"' !

1 - #"

. E> # - #"

- ;

1 /

. * 6.

1 -

4 "'

,.

<# ?

- /

- #"

.H

Z +

* 6.

'

!
.

<

0+

2 !

'H

2 < #"
2- "

< % D
: J

+ 7

.H

4"' % #
- "

G + "#

. 4"' 7

2?
4 "' = <

% # - #"

. * 6. % D
: !

2 ".
2

=<

E> # B
<

<=> ' - #"


<=> # +
2<

2+ "6
= <

=, &,#G
E> # - #"

= L
D

. <

M =

6 *
-

M
. +"( D % !
: !

% &'!

!
"#

2Conformity +6

2Dependability + (

2Availability

2Delivery "
2Post-realization activities <, #
2Price and life-cycle costs L

2Product liability c

+ #

6 < " ' - #"

! K

,;

D L=

." L

L=

#"
: !

=,

'H

* " % D

! +
-

2 ". E

! ;

0 %(

"#

.H

!
2

- #"

! "+

!+

$ 4"'

4"' -

4"'

.
B> "

6 +

0H

$+ ".
%

'

2
+

+>

2Environmental impact =
0

2Product safety L

% # G

A -

! 7

4"' B

'

1 -[!

2E> # - #"

! .G

<

2E

! .G

<

! M

! - #"
2+ =
: "

< "' 9
2+ >

0D AG
A < ># !

+.

+ =

'
<

2+ #

+
2+

4"'

4"'

,. B

.H *

" +" 6 - # !

+ . - (

'%! A
2<

4"' +" .

< "' <

3 $/

%>

'!)

'( %&

+,

6% # -

. * 6.

B>
;

! 8!
+

6 +

"

0 %(

: J

- "

!
G

4'

. - " "+

+ #
<

&

!
2

+"' , +

"#

$ 4"' 9

< "'

FG D

!; 0
F
$ 4 "'
2 G

3 $/

".

"
7 7#

'

<

4"' *
'

+ > 1

# "L

2
2?

- /
2A

1 <

+ .

'!)
!

6 +6

"#

* * : F

$
2 <= D

A
"#

E7
$ 4 "' 9

+
+

' 2 ! "+

H +"
: "

'

% &'!

2+.

!
"#

! "

"

2% # G

"6

. O

+ N

DA

2 !
2?

- ;

1 /

2WXXT 7 1 - "
2E
:
2 !

%6
2 !

" +

"#
1 - #"

" +" .

- 0

+
"#

+#

4"' * ," + "

. % D
+

$ +) A + N

+ <,

/ 01 ?

=>

"#

<

2/ 01
%

+.G

7 H +

4"' '
2 "#

- #"

. * 6. >

&,

2?
2
<#

1 /

% ! <"

1 %# -

- ;

%( <"(

1 E> #

%' % ! f

+
2K

% !

3 $/

'!)

:
+

B>
!; 0
'!) * * : F

- " "+

'( %&

/ 0D +#
2 !
2=

"#
$ 4 "'
2 ! / 0D A E>
SD
H < 7 4"' % ! S
2
+ $%'
SQ
%
< < < #
S
% D
<#
S

'!)
A G

E D

. 4

+ #
< "' /

'

+
6 / 01

+" ' % <


01

! "
0+

% D

/ /2

? F

'HI

? F

"#

$ 4"'

/ 0D

5 6" +" / 01
6

' 2

2 !

$ %

), %' % !
: '

2&

2+

! " + "6

+ . -

$ +#

+"
- /

. L

1 G
2

. M

6 L=

% ". O>
2/ 01 * 6. + "

- L=

2+ " # E D
2?

.H

% &'!

!
"#

" #" ?

+6

/ 0D ! +
2

3 $/

/ 0D !
+ =

G B

'!)

2 <N "

'( %&

< $

% ! <. 6

B>

<#

!; 0
/ /2

? F

'!)
'HI ? F
"#
$ G
- " * 6. + "
! %
2
+

/ 01 B
/ 0D
+ ># - /=
L
A +
5 6" +"
/ 0D

'!) / /2
7

!
/ 0
->

+ =
%' % !
% !

2 !

$ A" G

, + "

- "#

? F

. 4"'

A +

- "

:),
2 !
2+
2?

- ;

1 /

2+6

/ 01

.H

6 +

- "

2-

E D-

2- " # E D -

1 E> # - #"
2+

%' ,

+.G

6
2+.

. M

2
L

<

/, -

+"

.
1+ "

+'

+ "

+ #

- <

2E 1

+ "

+ =

+ "

E D

2- 1

. -7
B

2%
%! -

6 . -

3 $/

+#

'!)

* 6. % D
2

'
2

9
- "' E ,

'( %&
B>
'!)
'( % & / /2
:&

*( "+ .

2 !

6 - "

- "#

2 !

2 !
2+ . +

:%(

+ "'

"#

!; 0
? F

$ 4 "'
SD
/ 0D B
TSY
+ > 4 "' ,.
S
4 "' - 9

% &'!

!
"#

'$ ! / * !
/ *!

+ "

+ =

2& "' +

4.+ "
2< 7

"#

!6* F F

!6*

$ 4"' 9

), %' % !
+ =

< #

<

3 $/

/ 0D * 6.

'!)

'( %&

A 7

"#

< $

B>

/ *!
-

!; 0

!6* F F

!6*

$
2 !

F F

9
< >' ,

'5 D
"#

$ %

% 9!

77#

6A

+ .>

#
"(

- ;

<.

"(

6
1

6
.

- "
,.

<'> G
:% !
+ "

),

E> # A E J %
2

3 $/

'!)

"#
+6"#

'( %&

F F

4"' 9 2
1 /

% D

"# ?

4 ! ! / *!
- "

F F

% #,
e
G6

B>
!; 0
'5 D
F F
$ E G 'D # "#
$ 4 "'
; 1 - =
'
/
- "# *
+
SD

KD

E D

2 !
A

2 < "'
$ 4
6 A S
2 ."Q .
' 7 7#
G SQ

"#

% # - "

H +<

$ %( + =
*"# G

:+ ."
/ 1

#2' 4
- "
-

), + # - " ' *

"#

0% (

B! H

/ 0D f " + " '


"

"#

$ 4"'

- 7 $ / 01

+ !

$ & "' / ! K

27 $

6 -'
2+ "

1 -'

2- .

3 $/

+ =>
2

+ !D% !
D

+
*"#

H %

- > '$ - .
$ + > '$ %=

'!)

'
<

H * , -'

+ =. /.
+=

# + 9 A !

%#

->
+'

% ! <" ' B !
:> ( %

'$ ? F F

-.

!$

'( %&
B>
!; 0
# 2 ' 4 @ '$ : F F
"#
1

$
%

% &'!

!
"#

'5

J F
J F

* 6. ; # K
!
L

$ +#

D+

%!

"#

+ "' 4

$ -#

07 ,.

$
E, + #
2

->

% #, 4"' G D % #

6 a , g 6 A

1 %
2 "#

+ #

%>

6 +#
* ,-

$ +#
+'

!
- "#

'

+#

+ " ' ->

4 +

2 !

3 $/

"#

4"' +

+
-

.H

E, + #

E D

/G

<, - " ' E D

'!)

'( %&

'5

-#

B>
)

!; 0
J F
J F

70 G

4"' !

"#
& # &
9 + .

$ -#

$ A
& E>
G +
." 6 M
+#
2
+
/ 0D B
->

,.

)
+ #
:% !

E,

6 4 "' ->

- ;
2

1 /

. -

$ +#

- /

'H

/ 0D L=
E

2 ! "
64 .

J F

%#

1 % #

2+
+

3.2'

6
1 G

#
AG

AG

-6
'+

L=

# + 9

2<
2

E D

c.

%( *

2O>

!
%

H -

! L=

2
2
2L

. % D

+6

+ =

+'

H +

6 ! -

! + #G

+"

% .1

4"' ()

2+"

- +

6 +

'!)

'( %&
)

$ +#

->
G
2- 6
L=
2% #" + # + 9

"# +

3 $/

: '-

H E

+.

- ( -

'

D%
-

E D

' -H . + " #

2*
2

'

B>
3.2'

!; 0
J F

SD
S

% &'!

!
"#

2+6

2L
+6
+ " # E D SQ
2+ =
+..
- E $ + #G
S
-#
'+
+#
-E
S
4"' ()
+
- 9 S
2 ."S7

)
*6.
->

"#

$ %

0 +#

!
+

$ +#

$ +#
$

%!

2 !

. - "#

E D

. M

+ "' K ) /

G$ -

2 ! "

A
-

"#

%<

$ + #

7 7# +

4 +

+ "# + # H

- #
-

3) 2 : J F

!
4 "' =,

2- " #

2 !
G

+
2?

2 .
2+ "6

+
-

4"' E ,

. / 0D

+ =>
-

- ;

/ 0D

(
H

1 /

/,
.H

" E D / 0D

2 ! "E D
#

"

" #" <


:% ( %

E>

"-

1
A

"#

+ "'

6 %<

+ G

< #

6 8

9 +

< #

->
G % D

$ +#
2 ! "

3 $/

'!)

'( %&
)

'+

$ + #

G
: J *"# - E
- "' + #
. SD
*"# L
. S
2
- . SQ

2
2% # - "

B>
!; 0
3) 2 : J F

$ -#

L= %

' !

'( J

3'

'8
*

B
- ;
%

1 /

'+ =

+ . +

E>

"#
!

/ 0D * 6.

# G

"' '
2+

.
'

2-

E D
M

, *"#

% 9!
2?

G)
:%( !

"#

6*

0H 4
"

% &'!

!
"#

-> <
2C-

@+
K

<, %( +

, - "

"

"6

!
%>

. ' -.
( ;

3 $/

:+ "
* 6. *

"#

E , 7 7#

+#

'( %&

%> 9
-

'!)

6 - <

2+ "6

.
2& "

2+= 4"'

2& #,

. B
2

/ 6(

. A ! - 7

2O !
2 "#

"

.H

B>
'!

!; 0
'( J

' !
!
!
.
4"' + .
*
' % # G 7 7#

J
SD
S

+!

+
!
!

4 "'
<= D

E, + #

. 4"' !

2 "# '
. / 0D * 6.
:%>

J
%#

B ! %>

'
0

<"'
<"'+

2+ < "

! A !

A !

=
2 < .>

<

2L=

6 E 1
2

$+'

6 +'

/ 0D

/ 01 AG

%<

2
2

<

a , -

"#

<" '-

2E J - .
2<

6. "

" # %#

3 $/

'!)

%<
*"

H %

'( %&

%# + #

2 "# G

. +#

H 4"' A ! K
2 '

*6.

B>
$ ' !

!; 0
J
J

4"' ()

% '1
)
"# 5 1 6

,
E,

+ '+
4 "'
- <

G ' !# ! K-

%!
+

!
.

% 9! +

E , -

G
.

E,
% % ".

2 !
:%(
2+

H + "9! / 01

0H
. =

G
!
E,

E, Q . +6"#

+ "6

4"'

), %'

+ 6 +#
' %!

% &'!

!
"#

2+" #

# -

. - N

2- J - 1
2 . 4 "'

4"' ()

- "'

! E 1
#

" # E,
+# !

2?

- "
-

<

# ! !G '
+#

&

G
-

'

"# "

2 !

+ 6(

"#

A - <
"

FG D
* 6.
'

* 6. +
2?
< , + .
<" '

+ #

0D 4"' "#
- ;

%.

" # ?"
)

1 /

<"'

0
<E,

- "'
.

<"

# <

E> # - #"

!
/ 0D * 6. ' % D

2- "

: J

"# "

2 "#
2+.G
2+

+ G

+ #

$ - <

. - D

2* , E
2+" !
2%
2 '

H B "

%.
- <
+ 6(

- ;

1 /

E> # - #"

1 + #

2?
2O $ *"
:G D

"# % !

"# B !

% D

2 !
2 !

%6
-

2 <6

/ 0D

2A
2
6"

+)

. - "# E

2O $ *"

2*

=,

4"' !

(D

" #" + < L

"#

.! +

:4"'

2/ 01

% !
2L0

2+ "
2K

*"#
2+ "6

& 6

/ #

2 " # E , 7 7# *"#

4 "'

"

'

2 !
(D - #"

(D

+ "' 5
"#

6
E , + # 4"'

% &'!

!
"#

3 $/

'!)
'( %&
B>
G ' !# ! K-

!; 0
J

: J
6 ! 4 "'
G E,
. SD
2L
2- .H 0 * 6. ; D - E
D
S
20
-E $
+ # 6 SQ
+ 6( +" <
< ! + 0D
<
G
S
2
/ 0D * 6.
< /
< !
2
- <
"# +
+ => ->
,.H S

4"' () K

%#

"+

,
'B
+

% !

<, +
?

+ . +

- /

1 - #"

- #

- 1

+ "' % !

2->

%=

: J ), % # L
E 1

+ ,

+ . +
' O

. +

- /

1 % - #"

< * 6. +
.
1

+>

G +

"

# 0 D
+ .
-

G
+ .
+,"

SD
+
S
-

*6.
%

"#

+ . +

D*

' % % 9!

'H

0 4'

'

.
A

-H

2&
2?

%#

01 % (
2

* 6. %

$ : J

+
& 0D 4"'

. % 6 + . +

6 SQ

4"' +

%( + . +

+6"#

2% !
+

4"'

' - ,
+#

/ ,
2?

+=

. +
- /

c "

+#

+ "

4'

+ .

'!)

'( %&

+6

B>

,
* 6. + "

'

()

1 + . -

3 $/

G6

!; 0
$ : J

+ . +
4"' .
!
.
:% ( % 4"' + % ! L
+6
- "
2& +
*
%#
SD
2L
7< D
A
- i S
2-H H ->
SQ

6$ ? J
G
%

7 ,. 4"'

( < % # +=

'+ = * " %!
:+ J "# ; +

2 !
'H +

6 <,

E D 7 7# % D

+ ! %
+

! M

"# E D

#" /> = <,


' $ %# *

2 !
2+

- #

&

+>
2<

'
7< D

2% # A
2 '
2 !

H %' ,

" #" -> <

% &'!

!
"#

2c "

7 7 0H +

L G

3 $/

"

2E G

+.

4"'

'!)

* 6. + "

'( %&

,.

B>

% # +=

!; 0
6$ ? J

.
2L " +6

3 !
%

D
#

<,
!

H + " 7 ,. +
: J

$ % #

' 6"

+#

6 !

+"

2 !

<

* 6.

A G

" 6 A

"#

"#

+ 0

4"# -

22+

F J

"#

% D

<

"#

+.

<"9

+ # 4 -

"#

% .

+ #

"#

2 < 0D
2+ =>
-

"#

. % D

"#

=,
2+ #

2+

+
*"

A - >'

- " # E , + #, %

$
.

+'! !3
%<

J J

6
6%

+ "'

<

# %>

<

7 -[! " M

# B 0
:%( <= !

D-

4"'

% !

" +#

2E

'

K %
%

"' + 7

6 +6

- '7

6 % #,

!
6

."L
!

2), %' % ! <,


H

A !

.
-

' =7 *6.

B !

. +6

E !

2B !
+

".

2+ .
-

"D +
2+,"

2 < "'

" - "'
E

! B !

2B !
2E

-7 $

<

$/ ' !
+#
'
4 "' +

0+ "

D
E D

G
+

L J

+ 0D !

F (
D+

+=

- ( <
D

! "

- ( c . % "6 D A % D

c . 0E D 4 "' ()
! "

2< =

< %=
2 !

% &'!

!
"#

' !
+

6 -

.H

%!
G

-E

+
!

+
2+

. -

2+

% 6

"#,

4 "'

,.

. +

H L0

'

FG D

E, + #
:% ( %

2G

0 D L

-H . 8

4"#

E D

()
! "+

L=

+ "# - , 8 ,

# /

+ 6"#

- , 8 ,

2*

1 E> #

!"+
2

$ 4"'

2 !
% !

/ 0D f " ), %'

A !

M J

4"'

F"

SD

+ ,

$ -#

+6

%
3'

L
L
L

+
-

'

- "#
<

D EG

<," ),
4"'

% #, % 9!
!

c . +6

+ "# + !

% &'!

"+

2 !

!
"#

/G -

N% ! +

KD D +"

" #" + "

% ',

07

4"' %

/G

! "+

- "

G FG D + '

!"

$+

." <, - " ' K )


'

- "#

' + "' %

->

->

&

.
2),

<' L

6# - " #" +

$ B

! " ),
2;

- >#

%' , % 9!

D + " # ->

G % D

+ "# -

G)
'

!"

= ' + "#

+ " ' <,


.

+ "# % (

-E

"# +

* , +

#
E Z

. * 6. B

E , + #
C

. + "#@ ,
."+

"

-E

<

6 L= FG D

->

!
* 6.

- "#

.
62 !

. 4"' '

+ " ' ->

C @ *."

2 <,
-

6*

+ " # ->

+ " #" + "

+#

2 !
E D

<

2- " # E , + #,
* (

) ,

% ' , % 9!

' + "# * (
: J '

2- " #" + < - 7

- " # *"#
%

2- " # % 9! 4"'
2% # - '

* ,

+ #

2- " # *
2- " #
:% D

- "#

. +#
"#

+.

- <
2- " # *

2+ " # % ".

. 4"' !
, L=

#, %>

+"
# 2=,

<66.

% ".

'

H ;

." #

* 6. <

%> 9
+

E 1

" # ->

2 "# ;
+ #

2 "# +>
2+

0 <,

- "# E ,

7 % # G

5 6" +" 6 L= " +"( D

'( 3

L
+

<
N

<, + "

G % D
-

"B

- "#

- ;

+6

+'

$
1 /

< % "6

2- " #"

* 6. % D

.
1

"

E,

E> # - "
0H &

% &'!

!
"#

G
2;

-E

%#

: G

2C

"#

- "#

-,

+ "# -

1 -7<

$ + "9! +

%( @ -

->

2- " #
2-

AG
- "

- "# + #
2+ (

*6.

/,

2+ =

+..

-E

. -E

- " #" c .
:

- 9

- " # +"( D % !
22+

"#

2 "#

+"

2+
2+ '

+ " # % ".

2+ " #
2-

+>

+ . +
+ .

7< D

2*

)
B

+ " # ->

& + " # L<

*6. " <


2 ! "+

+"

! 3 ) 2 ! 3.2'
- "

D+

->

% !

G
'

% D
-

+ #

"

+ G

->

+# G
!

D+

+"

%! < 6

2+

+#

) , + "' +
->

" % ". K
!

4"' ->

< #

% D
+"( D % !

1 A

- "#

2+ " #

*6.

L "+

6"

D+ < -

:< '
2 " # E,

2* (
2+

-7<

E,

2% # += + >
-

"

- ;
#

6 <

1 /
->

+..

-E

E> # - #"

- "

% 6 -

E , +

- > H

. % D

+ "# -

+ ".

+ "#

. % 6
*6.

D +=

+ " # E (D L

22+

8
-E

->

0 AG
+6

' -H .

!
+"( D % !
;
+

->
/ 01 A -

N1 B

% 6

$ D+

+#

2+ " # +
2+" .

*6.

G + "# E 1 +
:+#

+.

6 %

'

.
-

->

+ "#
6
2% 9! +
+ (

E,

% &'!

!
"#

2-

. E

2+ ".

3 $/

'!)

'( %&

B>

;
J

3
6 !
<

<, + " - " #


1 - "# - " A L
. ! 4"' 9 L

2L
+
! M . +

<, -

%!
- #

, <

% !

/ /2

0. K

- "'

6 - "

-(-

?
B

!; 0
% L
L

<

' 2
: => B
2L
- "
/ 0D SD
* ( - " ' + $ Q .H S
+ #,
" *6. + " ' SQ
2L
%
# L
+
H
"'
-( %
+ " ->
S
2- "
, & "' % .

2 ! % 9! +6
B
@
6' D O !
DL
bSj

N %=

%
L

- ;
! H

CL
&

:T + ."
< - "'
!
#

2L

:_ + ."
< - "'

N ! ,.4 : :

+ #

1 /
Q

1 EG
% ' + #,

E> # - #"
-

%=

2?

- ;

1 /

D E> # % !

:% !

2L

'H

# <#G

/ 0D +

2- #

+ "0D D E ,

% 9! /

2L

*
2L

M "

2+ = 4"' L

"+

+ 7-

+ "'

+#

%> + #, + .>

%#,
"+

2L

2+

0G

E> # - #"

+ '&

2+ " # 4"' ()

.> < 6
-

9 E7
:- " #

2+ " + ' +

- -

2L

4 "' %

' .G

. % D

7 #

2B
2
-

N A!
< 6 <"

. 4"' ;

),
!

# L

%' ,
4"' =,

Hc .

- /

?
1 /

*
9 DL

- ;

# + "# -

1 - " # 4"' 0 ( < % D


2?

(.

*6. ?

. " + "' !

< G

G
1 - #"
<#

1 E> # - #"

% &'!

M =

!
"#

4 "' ()

..

% D

e -

9 E

+ "#

"#

I E "+

9 KD !
+6

+ "

4"'

,. % D

2 !
2 G

9 KD # -

%!

0H FG D
2- " #
+" .

%!

- ,$

/ ,

+ =

2
D

-E
:

9
6

20 .
"D

2 #
2+ > # ?G

% ".

+
.

- 6

2+ (

+
-

- "' - . !

2?

- ;

<,

% ', B

1 /
. 4

!$ +"

- -

:+ " # -

G - "#

! "-

$ 4"'

0 %( 4"'
?

2?

1 /

"

*
1 - #"

. - "#
- ;

1 /

.
- /

"# " +#

- ;

<=> ' A ), %' % ! %

<

"# +"( D % !
2?

/0 $ 4
G

- "#

2 (J % ". + " # 7 '

,.

. L=

6 - D +"( D

G +"

% D

$ *

% #,

-H . A

( % .

E D
+ " ' 4"'

1 E> #"

1 D% # - "

2 =<

O 6 -

c.

2 6# - "
2
2
2+
D %
<,

6 +

# + "' - "
0

0E

3 $/

>

+
2%

%!

'!)

'( %&

A +#

+ 6

- " "+

- "#

<, !
E % B

% ".

;
?

- ;
H 6

B>

1 /

1
(

!; 0

% &'!

!
"#

$ 4
$ 4

' ',
L
: . ! 4 "'
- ! - " B
% # %
. - "
SD
2 "
#
< "' M
N- "
S
G
<DH % # %
2/ #
6
H D
6
>
2L
+"
+ 6 +
- "
SQ
2 ! %
. + G - " KD S

"
+

3 $/

$ 8
3 $/
)
L
0 ,
L
+6"# - "
+#
! 4 "'
%
D E ' " %( @ % #" L
7 !
7 % +#
:B %,
C- " D 6'
9 %
D - " D 6'
2L
- "
. &
SD
2&".
6 &' '
' + " D 6# /"
' S
2 . - "
* 6.
! ;
' SQ
' !
4
&

+ #
+ #

-E
B

+#

L= ->

% 6 % % # - "
2+6(

<" #
4
B
?

+" - 0 9
- "

4 "' !
D "

,.H
2+#
*
6% # A

2L

/
- "

- $ ' A -H . -H . 8 #
:+ ."
< % + "' N + <
9
B 'H
2+ ='
D+" - L
- "#

3 $/

'!)

'( %&

B>

!; 0

*"# E> # A %

"-

2L
/ #
SD
6# D - , H S
% #" + # + 9

2+ " +
2% # ; ! B

4"' -

. -6

- .

"#

.H ) , % # % !

E> # %
!

. L

. D- ,
-E

+>

+=

<

' KD

6 L=

6 - D +"( D % !

G
!

- "#
%

# % %

- ;

1 /

+.

%#

% .

+ (

$ * ' 4"' A6

- "' -

+ =

H +"

G + = FG D
2 !

<=> ' - #"

<

4 "# 2?

M "

1
-

* 6.

%( %

0H 4"'

H +"
2

: L

- /

+ "# E D L

'

3'

- "'

<' ! '
1 <=

: L

2?
. <,=

!/ ! % 4
$

D-

O $:
L
. ! 4 "'

% .
% .

/,
6

6
- "#

20 .

/,
: J 4"'

2- ( % ". -

*,

"D

% &'!

!
"#

2 #

% ".

2+ (
2+ > # ?G

2
2

3 $/

%>

+
2-

!
=

% +".
2

'!)

'( %&

4 "' ()

0
:B

->

+"( D "

B>
!/ ! % 4

!; 0
: L

c .

3 ) 2 ! 3.2'
- "'

: L

4"'

), %' % ! + " # E D %<

2?
!

6 A E>

. * 6. %
+ =>

- 6

!/ ! % 4 / /2
: L
G
!
: . ! 4"'
"
2
%.
SD
+ => + #, *6. +#
S
- .>
- =
SQ

!/ ! % 4
-

+ ,"
-'
-> ' , !
O> G H a G
%' , %
G

- 6

B" A <

- ;
7

1 /
+

- " # ->
:%( +

1 E> # - #"
- #"
- "
->

.H
<
ST

2*
2+."

- ;

1 /

% # - #"

1 +

- #"

2
2 !
2+

- <

- "

->
+" - -

2 "

2+=
2= <
+

- "
% . B

+ 6

->
-

<N
#, *6.

*6.
6

: J
2<

- "
!$
+ "'

0 %(

% # - "

' + #, L

% !

! +"( D % !

+ " # ->
2% 6

"# 4"' -

->

+ 0D 4

+ #, M .
-

->
2+#

M "

+
+

.H

* 6.

6 +

2+

- " "

+ 6 ?G

# B

-,

2+ " # - ,
2
2

H -,
2

2B "<

-,

- "
-

"#

2E ! - "

% &'!

!
"#

I C,
#
#

%8 3 4 2
'8

$+

6 Self-assessment

'

'

LG

, # 7
2<

. % D

<"

0&

'$

6 2 !
*"#

/ 01 % 6

6 5

$Q

< / #

/ #

7=

6&
LG

6 E

4"'

G D
2/ 01

<

-[! "
+

&,

# 4"'
Q

B" A

27

-[!

.
+

.D E i

,
.

+ "$

*."
. 4 Q .
:

(D

E , + #, *"#

6 E

= % '1

*
Q

6 L<
H %<

L<

+ !1

0 _XXX^WXXY 7 Z

2+ " ' KD 4 "' D & E7 4"' D

.
.

!
-

% 4"' <6

2 < E7 4 "' D !
2+ "

% 4"' <6
A +'

<

4"'
G D

% &'!

!
"#

. M

!+

DB ! *

2 "#
(D % !

<

6" + " ' ?

'

>

46"

%!
2+

2
+

- E D-

. % D

, +

D%<

* 6. .

LG % <
2+

6" _XXX^WXXY 7 1 + <

7 1

E D@ U 4

6%
N

LG

@T

6 0% D

4 "' _XXX^WXXY

on scale ranging from 1 (no formal system) to 5 (best-in- C 7

+"= D %
+

! $ +

= - 6,

< *."

<= D

0 6

'

4"'

2class performance)

<

+
2_XXX^WXXY 7 1

L=
6

7=

L<

& D L<

< ;

LG ;

2 !

H5

1 =,
6

= 0

"

"5
2+

- '0
6" + <

E 1 LG -

9 3 !*
6
2CTSD@ %

% &'!

!
"#

CTSD@

P )!

- '0 1 ! *

;
LG

L=
)

H ?G
H L=

L< %
D +#G

L=

H
D
2<

:? .
L=

D +" ! 4"' 4
L<
' - "#
4 1 .
2 .

+ ".

!
+ " # 4"' 4 L<
!
.
/ 01 A +6
' - "#
2 ."-0
L=

H
2 77#

L<

#, L<

L<

. + "'
. %

!
& "'

L=

K . 4"' +"
20 <
<=

%G

. + "'
%G ,

%G

1 E 1
&=

#
A

7Z
V4

;
Q

< +"= 1

6 Q

7=

E D

6 M

+'

+ ' , - 6,

LG

!
6 @ <

. A

6 +"= D

# * 6. + " # L<
kE 1

. 4 K)

% ,
<

+
+

+"( D "

$ *
- "#

6
0

0
- 6,

DA

'( %&
/

#"

_XXX^WXXY
5

2C <

6* I : I

6 ><

% 4"'

? 3
E , +

% 8

- 6, 4"' E

SD

Q*

?
% 9!

'

->

k !

'

(R

C D!

Documentation

- " # ),

Q*
SD

%' ,

'5

Management Responsibility

!6*

: Q*

F %
k<

< 7

<

Needs and

"#

A -

. /
%#

1 /

=,

1 - #"

k/ 01 AG
+

< /
.

6 +

- "

: F
-

k+.G

. /

4 K)
!

G /

k<

- #"

Quality Policy

0H

'!)

* *

. <

&

G /

k?

- ;

1 /

1 E> #

+#

? Q*

'',

! + $ +" .

- ;

SD

/0 3 / ! 3 ) ,

"# k

3 /! 3), T

6" Q .

k<

<

Expectations of Interested Parties

S%6' 7 * I "
G

6/

F Q*
SD

% &'!

!
"#

k% 6 " !

+)

? F
+ "

< /

Planning

/ 01

SQ

/ /2

6/

J Q*
SD

k5 6"
G

$ -

% 4 / 01
k7

* 6. +

"

/
1

<

G /

SQ

k/ 01
Responsibility,

4 @ '$ ! ,.4

F F
<"

<

+ #

->

G /

. -

"#

"#

"#

k+

$ +#

$ +#
k !

SD

"# 4

'5

Management Review

L Q*

Authority and Communication

k !

J F

K !6*

G /

M Q*
SD

% #,
!

6/

- "' E ,

J % '

(R

'!

Resource Management

"#

'(

> Q*

SD

J
'

4 "' "#

k !
-

.H

Workers

$ %# /

E, + #

" # E,

* 6.

G /

$
k !

? J
G

+ #

k !

+ =>

G /

Q*

SD

/ 0D

6$

G /

Information

"#
kA

Q*

SD

"# E D

F J
+ <

Work Environment

% # +=

SD

+ J

Infrastructure

. +

Q*

"#

k+ "6

: J

$
4"'

3 !

G /
6 A

: Q*
SD

% &'!

!
"#

J J Supplier and Partnerships -

A +

L J
+

! -

SD

$/ ' !

Natural Resources

+#

? Q*

$ B ! /
k+

!+'!

F Q*
SD

k < < - "#

M J

) , % ' %!
k !
!

"#

/ 0D * 6.

'

! +'

'

(R

- "#

"#

SD

G /

Product Realization

+ " # L<

J Q*

+ $ +

k/
L %

' !

Financial Resources

$ *

<, - " ' % 9!

E,

k+6

+ "#

SD

L Q*

Processes

L
'

/0 $ C

Related to Interested Parties

G % # +6"#

- "#

. /

k% # - ;
/

1 /

1 +6"#

1 - #"

- "#
.

0H

. /

E>

" ' "#

' - #"

k?

!/ ! % 4
$

- ;

. /

- "

1 /

/ # B
-

0H

- "'

SD

1
/

k+
%( -

> Q*

- "'

* 6.

+#

.H <

"' % !

G ?

Design and Development

SD

k?

: L

M Q*

KD 4

+ "' ,

SQ

6
k

? L
G

Purchasing

E ! - " ' "#


k !

Q*

$ - ./
,

kE ! - " '

SD

% &'!

!
"#

+6

G /

SQ

k% 6 4 . +,

'2 !

Production and Service

5 3

F L
<, - " ' ->
-

1 /

"#
1

Operations

G /

# -

Q*
SD

. + 0D
k?

->

<, - " '

SQ

k+

#, *6.

%( -

0H

k <, + " '


Control of Measuring

$=

! 7 8 ; )I /$9

J L
G +

5 6 7< D
k+. .

and Monitoring Devices

5
*6.

6 + 0D +
!

E D

(R

4"'
G k?

6/

SD

+ *, !

M % '
% ".

4"' %

Measurement, Analysis

Q*

K7 8

and Improvement

$ %# /
!
- /

.
1

SD

: Q*

% ". " % # +6"#

$=

Measuring and Monitoring

."-

1 /

G /

"# 4"' %
A

k ! "+"

E,

+ #,

8$/

Control of Non-conformity

SD

G / S

% ". " ?
6

? Q*

. % D

. +

!7 8

SQ

%' 3@ , /$9

F Q*

: M
kL
%

+ " # +6
D

'+ .

+6

6/

' -H . % ".

6/

k+ " #

? M
.

<= D

. 5

% ".

!
k

F M
+

k < A

..

Improvement

SD

+ *,

k <= D 4 "' ()

+"

% !

J Q*

6/

E6

Analysis of Data

6 -

SD

L Q*
SD

% &'!

- D

!
"#

. *

G /

k !

E D

Documentation of Self-assessment

SQ

% 8

6 C D! ? I
Results

E 1
L0

6 +"= D +N

.D ? G

+" .

( B 0

. -E

LG

2C_SD@
6 %

+ *,

- )(

+ "' E
B
*

%
E

% ". + #
-

KD
#

"
D 4"'
. * 6.

/=

B
D 4"' O

), > ' &

DY

_SU

D_

_SU

6 +"= D
6 E 1 L0

%=
Q*

%G
#
; D - "'
05,M
<

- '0 3 &,.

+,"
.

+ .
0>
'
k4

.H

'

+ " -

L= % ( C_SD@

-H #

.D

E7

! +'

" & E7

$ *, +

J L<

% 4"'
+'
6"

D
6

D +'
/

(2

% #,

6 0

D +'

27

Linking

% 8 $

B>

H * 6.

? !; U

0 <

'6!

/$ F I

potential benefits of ISO 9004 to self-assessment

-E

+,"

0H 0 L0

1
0 .D

%>

<

. A !

F>

! " = , %G

. +

#
6" +

F# +" .

L<

= ," + G $
0 2K
2 !

= ," +"( D

6
0

= , +"( D 2 !

6" L<
+ # +'

=> + =

0 %(

%<

- 6, Cb D@
*>

+"= 1 %

+ 6 +"( 1

0
: H[ +" .

Managing Systems and

&0
?

% 9!

6 +.G

E , +

+6
.

Documentation

#, ' %

'6

Processes

%! E 1

'(

"#
2

C D!

'6

% &'!

'

(R

!
"#

'5

Management Responsibility

!6*

: '6

F %
2+.G
Needs and

"#

4
F

$ +

%!

4 "' %

." ?

/0 3 / ! 3 ) ,

? '6

Expectations of Interested Parties

<

G
- /

1 % - #"
2), % #

: F
6 ?
+. G

- /
L= 4

Quality Policy

1 -

6K

. %
%!

'!)
<

* *

F '6

! "&
2+#

? F
5 6" +" / 0D 4
2 !

+ <

.
2+6

Responsibility,

4"' ?G

Planning

J '6

4 @ '$ ! ,.4

F F

/ /2

"# 7 7#

K !6*

Authority and Communication

L '6

>

- /

!
1 %

*
-

4"' L<
=

D ?G
2?

% &'!

!
"#

J F
2
E

'5

Management Review

"#

<66.

(R

M '6

$ B !

% '

. " =>

'!

Resources Management

'(

> '6

J
+
E

" # *"#

+ =>

/ 0D * 6.

+
"#

% # +=

4.+

+ .

+#
2 !

J
77 # / 01
* 6. %

People

1 %G
-

3 !
Natural

? J

6 A !

F! : K

Work Environment

$/ ' ! ! F J

Information

L J
2+ !

'

. / 0D

Infrastructure

'6

<

2E 1

6$ K : J

Resources

" %' , %> 9 H

'6

/ 01 + "

G M

6 < 7 7#
2* 6. "

Suppliers and Partnerships

!+'!

? '6

J J
= ," ;

1 -[!

! - >' +
2+

2 !

/ 0D

% '

(R

),

%' ,

. A !

' !

Financial Resources

J '6
L

2 = , +,"
2 !

/ 01 ),

+ > #" %G D <

%' , 7 $ .

% '

(R

. A !

Product Realization

L '6

L
2+ N
Process Related to

* 6.

/T$ 4
L

2- " # ?

- /

1 - #"

- "' E

Interested Parties

!
-

3
G

. %

<
2 !

M '6

% &'!

: L

!
"#

!/ ! % 4

Design and Development

), %' % !
- ;

> '6

- "' E

1 /

E>

# - #"

.H

2?

? L
2 !

/ 0D

Purchasing

7 .

Product and Service

"

2% # - #"

5 3
G

'

$=

! 7 8 ; )I /$9

J L
2% ".

Measurement, Analysis

M % '
+ #

/=

'6

and Monitoring Devices

+ *, !
(R

K7 8

: '6

and Improvement

E, + #
2

'6

Operations

Q I % #" 77# G

Control of Measuring

'6
G

'2 !
F L

Measuring and Monitoring

$=

G
+

!7 8

? '6

2-

- "# +

5 6+

Control of Non-conformity

8$/

%'

, /$9

F '6

: M
+6

' -H .

M " " +"' +6


2- " #

? M
2

Analysis of Data

6 A

F M

+#

4"' E

+ *,

E , + "'

J '6

+"

Improvement

2 !
2%

4"' 7

L '6

Você também pode gostar