SO9004:2000E) managing each process to achieve the process objectives, and the needs and expectations of interested parties Iso 9001: 2000, Quality management systems-Requirements 5 Management responsibility 5.1 Management commitment Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by a)communicating to the organization the importance of meeting customer as well as statutory and requirements, b)establishing the quality policy, c)ensuring that quality objectives are established d)conducting management reviews, and e)ensuring the availability of resources 5.2 Needs and expectations of interested parties 5.2.1 General Every organization has interested parties, each party having needs and expectations. Interested parties of organizations include customers and end-users people in the organization, owners/investors(such as shareholders, individuals or groups, including the public sector, that have a specific interest in the organization) society in terms of the community and the public affected by the organization or its products 5.2. 2 Needs and expectations The success of the organization depends on understanding and satisfying the current and future needs and expectations of present and potential customers and end-users, as well as understanding and considering those of other interested parties In order to understand and meet the needs and expectations of interested parties, an organization should identify its interested parties and maintain a balanced response to their needs and expectations, translate identified needs and expectations into requirements communicate the requirements throughout the organization, and focus on process improvement to ensure value for the identified interested parties. To satisfy customer and end-user needs and expectations, the management of an organization should understand the needs and expectations of its customers, including those of potential customers, determine key product characteristics for its customers and end-usersISO 9004:2000(E) 7 - managing each process to achieve the process objectives, and - the needs and expectations of interested parties. 5.2 Needs and expectations of interested parties 5.2.1 General Every organization has interested parties, each party having needs and expectations. Interested parties of organizations include - customers and end-users, - people in the organization, - owners/investors (such as shareholders, individuals or groups, including the public sector, that have a specific interest in the organization), - suppliers and partners, and - society in terms of the community and the public affected by the organization or its products. 5.2.2 Needs and expectations The success of the organization depends on understanding and satisfying the current and future needs and expectations of present and potential customers and end-users, as well as understanding and considering those of other interested parties.. In order to understand and meet the needs and expectations of interested parties, an organization should - identify its interested parties and maintain a balanced response to their needs and expectations, - translate identified needs and expectations into requirements, - communicate the requirements throughout the organization, and - focus on process improvement to ensure value for the identified interested parties. To satisfy customer and end-user needs and expectations, the management of an organization should - understand the needs and expectations of its customers, including those of potential customers, - determine key product characteristics for its customers and end-users, ISO 9001:2000, Quality management systems – Requirements 5 Management responsibility 5.1 Management commitment Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by a) communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements, b) establishing the quality policy, c) ensuring that quality objectives are established, d) conducting management reviews, and e) ensuring the availability of resources