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Introduction and support package:
Guidance on the Terminology used in ISO 9001 and ISO 9004

Document ISO/TC 176/SC 2/N 526R2
October 2008

1.    Introduction

Great care has been taken during the development of ISO 9001 and ISO 9004 to use the correct English words and terms to describe their concepts and requirements, to assist in their readability and translation. The objective is to use simple technically accurate terms, and to the greatest extent possible, rely on common dictionary definitions. As with most technical subjects, there are some terms that have a very specific meaning different from the common dictionary one; in such cases, the appropriate technical definition is provided in one of the following:

In all other cases, for the purpose of this guidance, definitions are selected from the Concise Oxford Dictionary.  Definitions in ISO 9000:2005 have normative status, which takes precedence over their common dictionary definitions.

The table below provides the selected dictionary definitions for common words, which should be applied when using the standards.

2.    Table of important words and terms used in the ISO 9000 family of Standards

Word Form Meaning
accordance noun (In accordance with) in a manner conforming with
activity noun something done in pursuit of an objective
adequacy noun sufficiency to satisfy a requirement or meet a need
adjustment noun operation of bringing a measuring instrument into a state of performance suitable for its use [VIM]
analysis noun Detailed examination of the elements or structure of something
appropriate adjective suitable (for, to)
applicable adjective - relevant
- appropriate
assess verb - evaluate
- estimate the value of
assure verb synonym: ensure
make certain
authority noun - right to command or give a final decision
- body that has legal powers and rights
available adjective able to be used or obtained
awareness noun knowledge or perception of a situation or fact
calibration noun - set of operations that establish, under specified
- conditions, the relationship between values of
- quantities indicated by a measuring instrument
- or measuring system, or values represented by
- a material measure or a reference material, and
- the corresponding values realized by standards
- [VIM]
can verb SO/IEC Directives Part 2 Annex G
- be able to
- there is a possibility of
- it is possible to
cannot verb ISO/IEC Directives Part 2 Annex G
- be unable to
- there is no possibility of
- it is not possible to
state of being dedicated to a cause or policy
commitment noun state of being dedicated to a cause or policy
communication noun action of sharing or exchanging information ideas
complain verb express discontent, displeasure
comply verb (person or organization) meet specified standards
compromise noun support or establish the certainty or validity of
confirm verb (item) meet specified requirements
consistent adjective (consistent with) conforming to or in agreement with
consistently adverb unchanging over time
control noun - power to direct or to restrain something
- means of restraining or regulating
control verb - direct or restrain something
- restrain or regulate
data noun - facts and/or statistics, used for reference or analysis
- information based on facts
deficiency noun lack or shortage
define verb state or describe exactly the nature, scope or meaning of
demonstrate verb show clearly (with objective evidence)
deploy verb put into use or action
deployment noun implementation
determine verb establish or find out with certainty by research, examination or calculation
distribution noun act of allocating to recipients
disposition noun action of dealing with things in a particular way
documentation noun see Note 2 to ISO 9000:2005 clause 3.7.2
A set of documents, for example specifications and records, is frequently called “documentation”.
enhance verb Improve the quality, value or extent of
ensure verb synonym: assure
make certain
essential adjective absolutely necessary, fundamental
establish verb set up
evaluate verb assess
exclusion noun - process or state of keeping out or preventing
the occurrence of
- item or eventuality specifically not covered
expectation noun - belief about (or mental picture of) the future
- wishing with confidence of fulfilment
experience noun practical contact with and observation of facts and events
facilitate verb - make easy or easier
- promote, help forward (an action, result, etc.)
facility noun building, service or piece of equipment provided for a particular purpose
feedback noun information given in response to a product, a person’s performance of a task, etc., used as a basis for improvement
focus noun centre of interest or activity
framework noun essential supporting or underlying structure
functional adjective designed to be practical and useful rather than attractive
hardware noun see the definition of “product” in ISO 9000:2005
clause 3.4.2
identify verb establish the identity of someone or somebody
identity noun the individual characteristics by which a thing or person is recognized or known
identifiable adjective recognizable through a unique characteristic
impartiality noun state of being without prejudice or bias
implement verb put into effect
improvement noun action or process of making or becoming better, also see “continual improvement” and “quality improvement” in this table.
independent
(noun: independence) 		adjective - not connected with another; separate
- not subject to another’s authority
integrity noun - state of being whole; the condition of being unified or sound in construction
- quality of having strong moral principles
irrespective adjective in spite of everything
justification noun evidence proving that something is right or reasonable
learning organization noun institution, place, organization, etc. where the cognitive process of acquiring skill and knowledge is carried out
legible adjective possible to be read by a person or a machine for intended use
liaison noun communication or cooperation between people or organizations
maintain verb cause or enable (a condition or state of affairs) to continue
maintenance noun process or state of keeping (a system, building, machine, etc) in good condition by checking or repairing it regularly
may verb ISO/IEC Directives Part 2 Annex G
- is permitted
- is allowed
- is permissible
measurable adjective adjectiveable to be measured
measure verb ascertain the size, amount, or degree of
(something) by comparison with a standard unit
or with an object of known size
methodology noun system of methods used in a particular field
monitor verb observe and check over a period of time;
maintain regular close observation over
necessary adjective required to be done, achieved or present
need noun something that is wanted or required
objective noun something to be achieved
objective adjective not influenced by personal feelings or opinions
in considering or representing facts
obsolete adjective no longer produced or used; out of date
origin noun point at which something begins or arises
outsource verb obtain goods or services from an outside
supplier
perception noun way of regarding, understanding or interpreting
something
performance noun - the ability to achieve something
- the achievement itself
periodic adjective - recurring or reappearing at regular or any intervals (of time or space)
- intermittent
permissible adjective - that can or ought to be permitted
- allowable
personal qualification noun attribute that must be met or complied with and that fits a person for something
physical adjective tangible or concrete
plan noun scheme, programme or method worked out beforehand for the accomplishment of an objective
plan verb decide on and arrange in advance
preservation noun action or act of maintaining something in its original or existing state
prevention noun action of keeping something from happening or arising
previous adjective existing or occurring before something else in time or in order
process approach noun systematic identification and management of the processes employed within an organization and particularly the interactions between such processes
promote verb further the progress of, support or encourage
property noun thing or things belonging to a person, persons or organization
protect verb keep safe from damage
quotation noun contractor’s (supplier’s) estimate for a specified
job, etc.
rationale noun exposition of principles or reasons
realization noun action of achieving something desired or anticipated; fulfilment
recognize verb be fully aware of
regulatory adjective required, permitted or enacted by a rule or directive passed by an authority
relevant adjective closely connected or appropriate to the matter in hand
require verb need because it is essential to the fulfilment of something
resource noun stock or supply of materials or assets
responsibility noun something which a person or organization is required to do or control as part of a job, role or legal obligation
responsible adjective having an obligation to do something or having control over or care for someone
retain verb keep possession of; not abolish, discard or alter
retrievable adjective capable of being brought back
safeguard verb protect or prevent something undesirable (from happening)
scope noun extent of the area or subject matter that something deals with or to which it is relevant
sequence noun a particular order in which related events, movements, etc, follow each other
shall verb ISO/IEC Directives Part 2 Annex G
- is to
- is required to
- it is required that
- has to
- only … is permitted
- it is necessary
shall not verb ISO/IEC Directives Part 2 Annex G
- is not allowed [permitted] [acceptable] [permissible]
- is required to be not
- is required that … be not
- is not to be
should verb ISO/IEC Directives Part 2 Annex G
- it is recommended that
- ought to
should not verb ISO/IEC Directives Part 2 Annex G
- it is not recommended that
- ought not to
skill noun ability to do something well
software noun see definition of “product” in ISO 9000:2005
clause 3.4.2
specific adjective of or relating to a particular subject
specify verb state explicitly, clearly and definitely
statutory adjective required, permitted or enacted by a written law
passed by a body having the power to make laws
strategy noun an elaborate and systematic plan of action
suitability noun characteristics that are right or appropriate for a particular purpose
suitable adjective right or appropriate for a particular purpose
supply verb make available for use
systematic adjective done or acting according to a fixed plan or system; methodical
training noun act of teaching a particular skill or type of behaviour through practice and instruction
unambiguous adjective having only one meaning
utilities noun services such as gas, water, electricity, telecommunication, etc.
validate verb carry out validation, see ISO 9000:2005 clause 3.8.5
validity noun conformity to fact, accuracy or precision
verify verb carry out verification, See ISO 9000:2005 clause 3.8.4
workspace noun area in which work is performed

Related information

Related standards

  • ISO 9004:2009
    Managing for the sustained success of an organization -- A quality management approach
  • ISO 9001:2008
    Quality management systems -- Requirements

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