The overall performance of a quality management system and its processes ultimately depends on the involvement of competent people and whether they are properly introduced and integrated into the organization. The involvement of people is important in order for an organization’s quality management system to achieve outcomes which are consistent and aligned with their strategies and values. It is critical to identify, develop and evaluate the knowledge, skills, behaviour and work environment required for the effective involvement of people with the necessary competence.
This International Standard provides guidelines for human factors which influence people involvement and competence, and creates value that helps to achieve the organization’s objectives.

 Process-based approach to people involvement and competence

This International Standard is based on a strategic process-based approach (see Figure 1) for developing the involvement and competence of people at all levels of the organization.
If people involvement and competence are monitored, measured and analysed within the quality management system, this produces results which enable top management to make decisions for improvement, thus leading to enhanced levels of customer satisfaction.

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