标准编号：ISO 18091:2019
中文名称：质量管理体系 地方政府中 ISO 9001 应用指南
英文名称：Quality management systems — Guidelines for the application of ISO 9001 in local government
发布日期：2019-03
标准范围
This International Standard specifies requirements for a quality management system when an organ-
ization:
a) needs to demonstrate its ability to consistently provide products and services that meet customer
and applicable statutory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the system, including
processes for improvement of the system and the assurance of conformity to customer and
applicable statutory and regulatory requirements.
All the requirements of this International Standard are generic and are intended to be applicable to any
organization, regardless of its type or size, or the products and services it provides.
NOTE 1 In this International Standard, the terms “product” or “service” only apply to products and
services intended for, or required by, a customer.
NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.
This document gives guidelines for local governments on understanding and implementing a quality
management system that meets the requirements of ISO 9001:2015, in order to meet the needs and
expectations of their customers/citizens and all other relevant interested parties by consistently
providing them with products and services.
It promotes implementing a quality management system in a responsible and accountable manner,
through the application of ISO 9001 on a comprehensive basis. These guidelines do not add, change or
modify the requirements of ISO 9001.
It is applicable to all local government processes at all levels (i.e. strategical, tactical-managerial and
operational) in order to constitute a comprehensive quality management system that focuses on the
local government achieving its objectives. The comprehensive character of this system is essential to
ensure that all the areas of the local government have a specified level of reliability (i.e. effectiveness of
the processes).
Annex A, as a starting point for users of this document, gives a diagnostic methodology for local
governments to evaluate the scope and maturity of their processes and products and services. Annex B
gives the processes necessary to provide reliable products and services to customers/citizens.
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