ISO 9001

ISO 9001 is a standard (“normativa”) for certifying quality management systems that conform to a required set of principles. It belongs to the ISO 9000 family of standards.

The latest version, ISO 9001:2015, emphasizes risk management as opposed to risk avoidance.

• When you want to transmit trust to someone — that’s what standards are for.
• When you want to display the world’s most widespread (1M+ companies) quality stamp.
• When you need a generic and broad framework in which to document and measure a company’s processes.

1. A specialist oversees the creation of a documented body describing the company’s processes pertaining to quality of service management and delivery (flowcharts, inputs/outputs).
2. Each of these processes must comply with the Standard.
3. Each process must be regularly measured for performance, in a way that is documented and demonstrable.
4. A third party (i.e. not the ISO) audits your processes and certifies your company complies with ISO 9001:2015.

• PDCA + risk management
• Stakeholders, business model
• Evidence of commitment
• SWOT and PREN
• Targets (OKRs are more than fine)
• “Processes” KPIs
• Process sheets (“fichas de procesos”) — e.g. onboarding, customer service, procurement…

• An “ISO façade” to get the certification, not really representative of how the company works.
• Thinking that being certified means you’re perfect. No — this is usually a bare minimum.
• Thinking that ISO will tell you how to do things. It doesn’t: it is a generic set of principles that can be met in many ways.

• ISO 9001:2015 — official standard requirements
• ISO 9001 — quality management