NEN EN 9120 : 2010

Introduction
0.1 General
0.1 Process approach
1 Scope
    1.1 General
    1.2 Application
2 Normative references
3 Terms and definitions
4 Quality management system
    4.1 General requirements
    4.2 Documentation requirements
         4.2.1 General
         4.2.2 Quality manual
         4.2.3 Control of documents
         4.2.4 Control of records
5 Management responsibility
    5.1 Management commitment
    5.2 Customer focus
    5.3 Quality policy
    5.4 Planning
         5.4.1 Quality objectives
         5.4.2 Quality management system planning
    5.5 Responsibility, authority and communication
         5.5.1 Responsibility and authority
         5.5.2 Management representative
         5.5.3 Internal communication
    5.6 Management review
         5.6.1 General
         5.6.2 Review input
         5.6.3 Review output
6 Resource management
    6.1 Provision of resources
    6.2 Human resources
         6.2.1 General
         6.2.2 Competence, awareness and training
    6.3 Infrastructure
    6.4 Work environment
7 Product realization
    7.1 Planning of product realization
    7.2 Customer-related processes
         7.2.1 Determination of requirements related to the product
         7.2.2 Review of requirements related to the product
         7.2.3 Customer communication
    7.3 Design and development
    7.4 Purchasing
         7.4.1 Purchasing process
         7.4.2 Purchasing information
         7.4.3 Verification of purchased product
    7.5 Production and service provision
         7.5.1 Control of production and service provision
         7.5.2 Validation of processes for production and service
                provision
         7.5.3 Identification and traceability
         7.5.4 Customer property
         7.5.5 Preservation of product
    7.6 Control of monitoring and measuring devices
8 Measurement, analysis and improvement
    8.1 General
    8.2 Monitoring and measurement
         8.2.1 Customer satisfaction
         8.2.2 Internal audit
         8.2.3 Monitoring and measurement of processes
         8.2.4 Monitoring and measurement of product
         8.2.5 Evidence of conformance - Certificate of
                conformity
    8.3 Control of nonconforming product
    8.4 Analysis of data
    8.5 Improvement
         8.5.1 Continual improvement
         8.5.2 Corrective action
         8.5.3 Preventive action
Bibliography

Defines requirements for a quality management system where an organization: a) needs to demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements; b) aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.