【正文】 designed and developed (. product design and development or process design and development). procedure specified way to carry out an。 an activity performed on a customersupplied intangible product (. the ine statement needed to prepare a tax return)。 process is defined as “set of interrelated or interacting activities which transforms inputs into outputs.” If the term “process” is replaced by its definition, as follows: product then bees “result of a set of interrelated or interacting activities which transforms inputs into outputs.” A concept limited to a special meaning in a particular context is indicated by designating the subject field in angle brackets, , before the definition, for example, technical expert audit (). Terms relating to quality quality degree to which a set of inherent characteristics () fulfils requirements () NOTE 1 The term “quality” can be used with adjectives such as poor, good or excellent. NOTE 2 “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent characteristic. requirement need or expectation that is stated, generally implied or obligatory NOTE1 “Generally implied” means that it is custom or mon practice for the anization (), its customers () and other interested parties (), that the need or expectation under consideration is implied: NOTE2 A qualifier can be used to denote a specific type of requirement, . product requirement, quality management requirement, customer requirement. NOTE3 A specified requirement is one which is stated, for example, in a document (). NOTE4 Requirements can be generated by different interested parties. grade category or rank given to different quality requirements () for products () processes () or systems () having the same functional use EXAMPLE Class of airline ticket and category of hotel in a hotel guide. NOTE 4 Requirements can be generated by different interested parties. customer satisfaction customer’s perception of the degree to which the customer’s requirements () have been fulfilled NOTE1 Customer plaints are a mon indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction. NOTE2 Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction. ISO9000:2020(E) 8 capability ability of an anization (), system () or process () to realize a product () that will fulfill the requirements () for that product NOTE Process capability terms in the field of statistics are defined in ISO . Terms relating to management system set of interrelated or interacting elements management system system () to establish policy and objectives and to achieve those objectives NOTE A management system of an anization () can include different management system, such as a quality management system (), a financial management system or an environmental management system. quality management system management system () to direct and control an anization () with regard to quality () quality policy overall intentions and direction of an anization () related to quality () as formally expressed by top management () NOTE1 Generally the quality policy is consistent with the overall policy of the anization and provides a framework for the setting of quality objectives (). NOTE2 Quality management principles presented in this International Standard can form a basis for the establishment of a quality policy. (See .) quality objective something sought, or aimed for, related to quality () NOTE 1 Quality objectives are generally based on the anization’s quality policy (). NOTE2 Quality objectives are generally specified for relevant functions and levels in the anization (). management coordinated activities to direct and control an anization () NOTE In English, the term “management” sometimes refers to people, . a person or group of people with authority and responsibility for the conduct and control of an anization. When “management” is used in this sense it should always be used with some form of qualifier to avoid confusion with the concept “management” defined above. For example, “management shall…” is deprecated whereas “ top management () shall …” is acceptable. top management person or group of people who direct and controls and anization () at the highest level quality management ISO9000:2020(E) 9 coordinated activities to direct and control an anization () with regard to quality () NOTE Direction and control with regard to quality generally includes establishment of the quality policy () and quality objectives (), quality planning () quality control (), quality assurance () and quality improvement (). quality planning part of quality management () focused on setting quality objectives () and specifying necessary operational processes () and related resources to fulfill the quality objectives NOTE Establishing quality plans () can be part of quality planning. quality control part of quality management () focused on fulfilling quality requirements () quality assurance part of quality management () focused on providing confidence that quality requirements () will be fulfilled quality improvement part of quality management () focused on increasing the ability to fulfill quality requirements () NOTE The requirements can be related to any aspect such as effectiveness (), efficiency (...15) or traceability (). continual improvement recurring activity to increase the ability to fulfill requirements () NOTE The process () of establishing objectives and finding opportunities for improvement is a continual process through the use of audit findings () and audit conclusions (), analysis of data, management reviews ()