Diving into a field of expertise can sometimes feel like learning a new language. We’ve put together this handy glossary to make your journey smoother. Think of it as your cheat sheet for all the essential terms and ideas sprinkled throughout the content. Terms and definitions are essential building blocks of any standard. No ISO standard is complete without them. So, as you explore this chapter, you’ll discover carefully assembled descriptions of pivotal terms designed to enhance your understanding.
Note: Here’s a little insider tip. Each term isn’t just described; it’s linked directly to its definition and original context in various ISO standards. However, we’ve refrained from replicating definitions due to ISO’s stringent copyright policies.
Standard & Standardization
This section provides key terms and definitions related to standards and standardization:
Standard
Definition:
ISO/IEC Guide 2, 3.2
Description:
A standard is a set of guidelines, criteria, or specifications used to ensure that a product, service, or system meets a certain level of quality or performance. Standards may be established by regulatory bodies, industry groups, or other organizations and may be voluntary or mandatory.
Technical specification
Definition:
ISO/IEC Guide 21-2, 3.1
Description:
Technical specifications are detailed documents that describe the technical requirements, characteristics, or performance of a product, system, or service. Technical specifications typically include information such as design and construction details, materials and components, performance parameters, and testing and quality assurance requirements.
Technical report
Definition:
ISO/IEC Guide 21-2, 3.3
Description:
A technical report is a document that presents the results of technical or scientific research or investigation. Technical reports are typically used to communicate the findings of a project or study to a specific audience, such as engineers, scientists, or policymakers.
Workshop agreement
Definition:
ISO/IEC Guide 21-2, 3.7
Description:
A workshop agreement is a document that outlines the terms and conditions of a workshop or training session. It typically includes information such as the workshop’s purpose and objectives, the event’s location and dates, the participants and facilitators, and any fees or expenses involved.
Guide
Definition:
ISO/IEC Guide 21-2, 3.4
Description:
A guide is a document that provides non-mandatory information and guidance on a particular subject or technology. They are used to support ISO standards and provide additional information to stakeholders.
Standardization
Definition:
ISO/IEC Guide 2, 1.1
Description:
Standardization is developing and implementing standards to ensure that products, systems, and services meet certain performance and quality criteria. Standardization helps to ensure that products and systems are safe, reliable, and compatible with other products and systems, and it can also help to reduce costs and improve efficiency.
Draft standard
Definition:
ISO/IEC Guide 2, 9.2
Description:
A draft standard is a preliminary version of a technical standard still being developed. It is created to gather feedback and suggestions from relevant stakeholders, including industry experts, manufacturers, and consumers before being finalized and published as a formal standard.
Technical regulation
Definition:
ISO/IEC guide 2, 3.6.1
Description:
Technical regulation is regulating products, systems, and services to meet certain technical standards or requirements. Technical regulations may be established by government agencies, industry groups, or other organizations, and they may be mandatory or voluntary.
Content of Standards
This section provides key terms and definitions related to content of standards:
Framework
Definition:
ISO 15638-8, 4.28
Description:
A framework is a set of guidelines, principles, or rules that provide a structure or outline for something. In the business context, a framework may refer to guidelines or principles to guide the development and implementation of policies, processes, or systems.
Policy
Definition:
ISO 9000, 3.5.8
Description:
A policy is a set of guidelines, principles, or rules adopted by an organization or government to regulate the actions of its members or employees and guide decision-making. Policies are often implemented to achieve objectives or address problems or concerns.
Guidance
Definition:
–
Description:
Guidance is advice or recommendations to help someone decide or take action. Guidance can be formal or informal and provided by various sources, including government agencies, professional associations, or experts in a particular field.
Guideline
Definition:
ISO 21745, 3.15
Description:
A guideline is a set of recommendations or principles that provide guidance or direction on a particular issue or topic. Guidelines are often used to help individuals or organizations make informed and strategic decisions or to provide a framework for taking a particular course of action.
Fundamental
Definition:
–
Description:
Fundamentals refer to the basic principles, concepts, rules, and building blocks that form the foundation of a subject or field of study. In this sense, the fundamentals provide a basis for understanding and mastery of a particular area.
Principle
Definition:
ISO 26000, 3.14
Description:
A principle refers to fundamental truths, rules, or beliefs that are the foundation for a particular system or ideology. Principles provide guidance, direction, and a sense of purpose and are often used as the basis for decision-making and behavior.
Concept
Definition:
ISO 18308, 3.15
Description:
A concept is an abstract idea representing a particular class or category of things. Concepts are used to organize and understand information and are essential to human thought and language.
Vocabulary
Definition:
ISO 11615, 3.1..85
Description:
Vocabulary refers to the set of words that a person knows and uses in their language. A person’s vocabulary includes all the words they are familiar with and uses when speaking, reading, and writing.
Terminology
Definition:
ISO 23185, 2.9
Description:
The terminology refers to specialized words, phrases, and expressions in a particular field or profession. Terminology describes concepts, processes, or phenomena specific to a particular discipline or industry.
Method
Definition:
ISO/IEC 19796-3, 4.3
Description:
A method is a systematic approach to achieving a particular goal or objective. Methods can be used in various contexts, including scientific research, problem-solving, and business processes.
Procedure
Definition:
ISO 9000, 3.4.5
Description:
A procedure is a set of steps or actions followed in a specific order to achieve a particular result or to carry out a particular task. Procedures are often used in various contexts, including scientific research, business processes, and medical or technical procedures.
Model
Definition:
ISO 19103, 4.23
Description:
A model is a simplified representation of a complex system, process, or concept. Models are used to help understand and explain how things work or to make predictions about how they will behave in different circumstances.
Classification
Definition:
ISO 7200, 3.1
Description:
Classification organizes objects, ideas, or information into groups or categories based on shared characteristics or features. Classification is used to make it easier to understand and communicate complex or large data sets, and it is a fundamental aspect of human cognition and language.
Characteristic
Definition:
ISO 5127, 3.1.1.04
Description:
A characteristic is a quality or feature that is distinctive or unique to a particular person, thing, or group. Characteristics can be physical, such as the color of someone’s hair or the shape of a fruit, or behavioral or psychological, such as someone’s personality or the way a machine operates.
Requirement
Definition:
ISO 9000, 3.6.4
Description:
A requirement is a condition or thing that must be present or fulfilled to achieve a particular goal or objective. Requirements can be related to various topics, including performance, quality, safety, and compliance.
Recommendation
Definition:
ISO/IEC guide 2, 7.2
Description:
A recommendation is a suggestion or recommendation made by someone about something they believe is good or worth considering. Recommendations can be made about various topics, such as products, services, books, movies, music, or places to visit.
Statement
Definition:
ISO/IEC guide 2, 7.2
Description:
A statement is a written or spoken expression that conveys information or an opinion. It can be formal or informal communication and can be made in various contexts, such as in a conversation, in writing, or a public forum.
Instruction
Definition:
ISO/IEC guide 2, 7.3
Description:
Instruction refers to giving information or guidance on how to do something. It can be formal or informal and can be provided in various ways, such as through written instructions, verbal instructions, or demonstration.
Best practice
Definition:
Description:
A best practice is the most effective or efficient way to achieve a particular goal or objective. Best practices are proven methods or approaches that successfully achieve desired results in business.
Code of practice
Definition:
ISO/IEC guide 2, 3.5
Description:
A code of practice is a set of guidelines or rules that outline the standards of behavior, performance, or conduct expected of individuals or organizations within a particular industry or profession. A professional association or regulatory body often develops a code of practice, which may be mandatory or voluntary.
Essential Concepts
This section provides key terms and definitions related to essential concepts for top management:
Governance
Definition:
ISO 37000, 3.1.1
Description:
Governance in an organization refers to the system of rules, practices, and processes by which a company is directed and controlled.
Compliance
Definition:
ISO 37000, 3.2.5
Description:
Compliance refers to the act of following rules, regulations, or standards. It involves conforming to or adhering to established guidelines or requirements.
Asset
Definition:
ISO 55000, 3.2.1
Description:
Assets refer to resources the organization uses to support its operations and achieve its goals. Assets can include tangible and intangible resources, such as computers, software, buildings, and intellectual property.
Information security
Definition:
ISO/IEC 27000, 3.28
Description:
Information security refers to the practices and technologies used to protect electronic data and information systems from unauthorized access, use, disclosure, disruption, modification, or destruction.
Sustainability
Definition:
ISO 37000, 3.2.13
Description:
Sustainability refers to the ability to meet the needs of the present without compromising the ability of future generations to meet their own needs. It involves balancing environmental, social, and economic considerations over the long term.
Social responsibility
Definition:
ISO 26000, 2.18
Description:
Social responsibility is the concept that organizations must consider the impact of their actions, including the ethical and moral implications of their business practices and the social and environmental consequences of their operations.
Risk
Definition:
ISO 31000, 3.1
Description:
Risk is, in simple terms, the possibility of something bad happening. Risk involves uncertainty about the effects/implications of an activity with respect to something humans value, often focusing on negative, undesirable consequences.
Safety
Definition:
ISO/IEC Guide 51, 3.14
Description:
Safety refers to the measures taken to prevent harm or injury to people, property, or the environment. In organizations, safety refers to the measures taken to ensure the well-being of employees and others whom the organization’s activities may impact.
Security
Definition:
ISO 28002, 3.60
Description:
Security protects people, property, and information from harm, theft, or unauthorized access. In organizations, security refers to the measures taken to protect the organization’s assets, employees, customers, and information from various threats.
Resilience
Definition:
ISO 31073, 3.3.39
Description:
Resilience refers to the ability of an individual, organization, or system to recover from challenges, setbacks, and disruptions quickly. It is the ability to continue functioning and delivering value to its stakeholders despite unexpected events.
Collaboration
Definition:
ISO 30400, 3.3.2
Description:
Collaboration refers to the process of working together with others to achieve a common goal or objective. In organizations, collaboration involves employees from different departments, teams, and functions working together to achieve a shared goal.
Innovation
Definition:
ISO 56000, 3.1.1
Description:
Innovation is creating new or improved products, services, processes, or business models. In the context of organizations, innovation refers to developing and implementing new ideas and approaches that drive growth, increase competitiveness, and deliver value to stakeholders.
Top Management
This section provides key terms and definitions related to top management:
Management
Definition:
ISO 9000, 3.3.3
Description:
Management refers to the process of organizing and coordinating activities in a business or organization in order to achieve its goals. It involves setting goals, planning, organizing resources, directing and controlling activities, and evaluating results. There are many different approaches to management.
Top management
Definition:
ISO 9000, 3.1.1
Description:
Top management, also known as senior management or executive management, refers to an organization’s highest management level. It typically includes the board of directors, the chief executive officer (CEO), and other top executives with the authority to make strategic decisions for the organization.
Organization
Definition:
ISO 9000, 3.2.1
Description:
An organization is a group of people who work together to achieve common goals. Organizations can be formal or informal and found in many sectors, including businesses, government, non-profits, etc.
Vision
Definition:
ISO 9000, 3.5.10
Description:
A vision is a long-term, aspirational goal that an organization or individual strives to achieve. It is a statement of what the organization or individual hopes to become or accomplish. A vision is often broader and more abstract than a specific, concrete goal, and it helps to provide a sense of direction and purpose for the organization or individual.
Mission
Definition:
ISO 9000, 3.5.11
Description:
A mission is a statement that defines the purpose of an organization or individual and the objectives they hope to achieve. It describes the reason for the organization’s existence and the values that guide its work. A mission is often broader and more abstract than specific, concrete goals, and it helps to provide a sense of direction and purpose for the organization or individual.
Strategy
Definition:
ISO 9000, 3.5.12
Description:
A strategy is a plan of action designed to achieve specific goals. In business, strategy refers to the long-term plan for an organization, which outlines the steps it will take to achieve its goals and objectives. A successful strategy considers the organization’s strengths, weaknesses, opportunities, threats, and the competitive environment in which it operates.
Objective
Definition:
ISO 9000, 3.7.1
Description:
An objective is a specific, measurable, attainable, relevant, and time-bound (SMART) goal that an organization or individual hopes to achieve. Objectives are typically more specific and concrete than a vision or mission, and they help to provide a clear direction for the organization or individual.
Delegation
Definition:
ISO 37000, 3.2.5
Description:
Delegation refers to assigning responsibility or authority to someone else for a task, decision, or function. It involves entrusting someone else with the ability to make decisions or act on the delegator’s behalf.
Responsibility
Definition:
ISO 37000, 3.2.3
Description:
Responsibility refers to the obligation to take ownership of one’s actions and decisions and to be accountable for the outcomes of those actions and decisions. It involves being answerable to someone or something for the results of one’s actions or decisions.
Accountability
Definition:
ISO 37000, 3.2.2
Description:
Accountability is the obligation to accept responsibility for one’s actions or decisions. It involves being answerable or accountable to someone or something for the outcomes of those actions or decisions.
Value Generation
This section provides key terms and definitions related to value generation:
Process
Definition:
ISO 9000, 3.4.1
Description:
A process is a series of actions or steps to achieve a particular end. It can refer to a series of events or activities that produce a specific result, such as a manufacturing process that turns raw materials into a finished product. Processes can be simple or complex, and individuals or organizations can carry them out.
Product
Definition:
ISO 9000, 3.7.6
Description:
A product is a tangible or intangible item created due to a process or activity and offered for sale or exchange. Products can be physical goods, such as a car or a cellphone, or intangible services, such as a haircut or a consulting session.
Service
Definition:
ISO 9000, 3.7.7
Description:
A service is an intangible product or offering that is provided by one party to another. Individuals or organizations can perform services, which can be physical or intangible.
Key Performance Indicator (KPI)
This section provides key terms and definitions related to KPIs:
Performance
Definition:
ISO 9000, 3.7.8
Description:
Performance refers to the way in which a task, activity, or system is carried out or functions. It can refer to the efficiency, effectiveness, or quality of the work or processes and the results or outcomes produced.
Indicator
Definition:
ISO 14050, 3.2.24
Description:
An indicator is a measure or sign that provides information about a particular condition, trend, or phenomenon. Indicators can monitor and evaluate various issues, including economic performance, social and environmental conditions, and health and well-being.
Measurement
Definition:
ISO 9000, 3.11.4
Description:
Measurement is determining the size, quantity, or extent of something. Measurement is an important aspect of many fields, including science, engineering, and business, and it is used to describe and compare physical and abstract quantities accurately.
Metric
Definition:
ISO 18504, 3.4
Description:
A metric is a standard of measurement. It is a standard unit used to express the size, quantity, or amount of something. Metrics are used in various fields, including science, business, and economics, to help people understand and compare data.
Efficiency
Definition:
ISO 9000, 3.7.10
Description:
Efficiency means producing a desired result with minimal waste, effort, or expense. It measures how well something can use resources, such as time, money, or materials, to achieve a desired outcome.
Effectiveness
Definition:
ISO 9000, 3.7.11
Description:
Effectiveness refers to the ability to produce a desired result or outcome. It measures the success or effectiveness of an action, system, or process in achieving its intended purpose or goal.
Customer satisfaction
Definition:
ISO 9000, 3.9.2
Description:
Customer satisfaction measures how well a product or service meets the needs and expectations of a customer. High levels of customer satisfaction can lead to increased customer loyalty and repeat business, while low satisfaction levels can result in lost customers and negative word-of-mouth.
Complaint
Definition:
ISO 9000, 3.9.3
Description:
A complaint is a formal expression of dissatisfaction or annoyance about a product, service, or situation. Complaints can be made in various ways, such as in person, over the phone, or in writing. Complaints may be made to a company, organization, or individual. They can be about various issues, such as poor-quality products or services, unprofessional behavior, or unfair treatment.
Fitness for purpose
Definition:
ISO/IEC guide 2, 2.1
Description:
Fitness for purpose is a term that refers to the ability of a product, system, or service to meet the requirements or needs for which it was designed. It measures the suitability or appropriateness of something for a particular use or purpose. In other words, it refers to whether something is suitable or adequate for the job or task it intends to perform.
Dependability
Definition:
ISO 9000, 3.6.14
Description:
Dependability refers to the ability of something to be relied upon to perform as expected. It is a measure of the reliability or trustworthiness of something.
Traceability
Definition:
ISO 9000, 3.6.13
Description:
Traceability refers to the ability to track or trace the history or movement of something, such as a product or information. It involves following the progression or movement of something through a process or supply chain and identifying its origins or previous locations.
Capability
Definition:
ISO 9000, 3.6.12
Description:
Capability refers to the ability or capacity to do something. It can refer to the ability of an individual to perform a particular task or function or to the ability of an organization or system to perform a particular function or achieve a particular goal.
Compatibility
Definition:
ISO 17261, 3.11
Description:
Compatibility refers to the ability of different systems, devices, or components to work together effectively and efficiently. In technology, compatibility refers to the ability of different software, hardware, or devices to function together and exchange information without problems or conflicts.
Management System
This section provides key terms and definitions related to management systems:
System
Definition:
ISO 9000, 3.5.1
Description:
A system is a set of interconnected or interdependent components that work together to achieve a common goal or perform a specific function. Systems exist in various contexts, including technology, biology, economics, and social organizations.
Management system
Definition:
ISO 9000, 3.5.3
Description:
A management system is a framework of policies, processes, and procedures that are put in place to ensure that an organization is run efficiently and effectively. It includes the tools and resources needed to plan, execute, and monitor the various activities and tasks required to achieve the organization’s goals.
Improvement
Definition:
ISO 9000, 3.3.1
Description:
Improvement refers to the process of making changes to something in order to make it better or more effective. In the business context, improvement can refer to making changes to a product, process, or system in order to increase efficiency, reduce costs, or improve customer satisfaction.
Continual improvement
Definition:
ISO 9000, 3.3.2
Description:
Continual improvement, also known as continuous improvement, is a process of making incremental changes and improvements to a product, service, or process over time. The goal of continual improvement is to optimize performance, increase efficiency, and eliminate waste.
Conformity
Definition:
ISO 9000, 3.6.11
Description:
Conformity refers to following or adhering to established norms, rules, standards, or expectations. Conformity may involve adopting the same beliefs, attitudes, or behaviors as those around you or complying with laws, regulations, or other rules or requirements.
Nonconformity
Definition:
ISO 9000, 3.6.9
Description:
Nonconformity refers to not following or adhering to established norms, rules, standards, or expectations. Nonconformity may involve rejecting or opposing the beliefs, attitudes, or behaviors of others, or it may involve disobedience or defiance of laws, regulations, or other rules or requirements.
Deviation
Definition:
ISO 56000, 3.8.10
Description:
Deviation refers to departing from a norm, standard, or expectation. Deviation can refer to a departure from a statistical norm, such as when a measurement falls outside the usual range of values. Deviation can also refer to a departure from a social, cultural, or legal norm, such as when an individual or group behaves in a way that is different from the usual or expected behavior.
Preventive action
Definition:
ISO 9000, 3.12.1
Description:
Preventive action refers to measures taken to prevent potential problems or issues from occurring rather than reacting to them after they have already happened. Preventive action aims to proactively identify and eliminate potential harm or risk sources and maintain a system’s stability, reliability, and effectiveness.
Corrective action
Definition:
ISO 9000, 3.12.2
Description:
Corrective action is a measure or action taken to address a problem, issue, or deficiency that has been identified. Corrective action may be taken to fix a problem, prevent a problem from recurring, or improve a process or system.
Conformity Assessment
This section provides key terms and definitions related to conformity assessment:
Assessment
Definition:
ISO 56000, 3.8.4
Description:
Assessment is the process of evaluating something, such as a person, system, or situation, to determine its characteristics, quality, or value. Assessment can measure knowledge, skills, abilities, attitudes, or performance.
Conformity assessment
Definition:
ISO 17000, 4.1
Description:
Conformity assessment is the process of evaluating whether a product, system, or service meets specified requirements. These requirements can be technical standards, regulations, or other specified criteria. Various organizations can perform a conformity assessment.
Accreditation
Definition:
ISO 17000, 7.7
Description:
Accreditation is the process of evaluating and formally recognizing the quality and credibility of an institution, program, or service. Accreditation is often used to ensure that an institution, program, or service meets certain standards or requirements for quality, integrity, and performance. Accreditation is typically granted by a third-party organization recognized as competent to evaluate a particular field or industry.
Audit
Definition:
ISO 56000, 3.8.6
Description:
An audit is a systematic and independent examination of an organization’s financial statements, accounts, records, and processes to assess the information’s accuracy, completeness, and reliability and to ensure that the organization complies with relevant laws, regulations, and standards.
Attestation
Definition:
ISO 17000, 7.3
Description:
Attestation is providing assurance or confirmation that something is true or accurate. In law, attestation refers to the formal act of witnessing or verifying the authenticity of a document, statement, or signature. A notary public often performs attestation, a public official authorized to witness and certify the authenticity of documents.
Certification
Definition:
ISO 17000, 7.6
Description:
Certification formally recognizes that an individual or organization has met certain predetermined standards or requirements. Certification is often used to demonstrate that an individual or organization has a certain knowledge, skill, or competency in a particular field or area of expertise.
Decision
Definition:
ISO 17000, 7.2
Description:
A decision is a choice made between two or more alternatives. It is a process of selecting a course of action or a solution to a problem based on the available information and the preferences and goals of the decision-maker.
Declaration
Definition:
ISO 17000, 7.5
Description:
A declaration is a statement that sets out a company’s goals, policies, values, or objectives. The company’s management team may make declarations, board of directors or other executives. They may be communicated to stakeholders through various channels, such as company documents, presentations, or communications.
Inspection
Definition:
ISO 17000, 6.3
Description:
Inspection evaluates, examines, or tests a product, process, or system to determine its quality, condition, or compliance with relevant standards or requirements. Inspection is often used to ensure that a product or system meets certain specifications, tolerances, or performance criteria and to identify any defects, problems, or issues that must be addressed.
Review
Definition:
ISO 56000, 3.8.7
Description:
A review is a critical evaluation or assessment of something, such as a book, film, product, or process. A review is typically based on analyzing the strengths and weaknesses of the thing being reviewed. It may provide a recommendation or a conclusion about whether the thing is worth reading, watching, purchasing, or using.
Sampling
Definition:
ISO 17000, 6.1
Description:
Sampling is the process of selecting a subset of a population or a sample to represent the characteristics of the entire population. Sampling is commonly used in research and statistical analysis to study and draw conclusions about a larger group or population based on a smaller, more manageable sample.
Testing
Definition:
ISO 17000, 6.2
Description:
Testing evaluates a product, process, or system to determine its performance, functionality, or effectiveness. Testing is often used to verify that a product or system meets certain standards or requirements or to identify problems or issues that need to be addressed.
Validation
Definition:
ISO 17000, 6.5
Description:
Validation is the process of ensuring that something is accurate, correct, or true. Validation often ensures that a product, process, or system meets certain standards or requirements. Validation may be done by testing, analyzing, or reviewing the product, process, or system to ensure that it functions as intended and meets the necessary criteria.
Verification
Definition:
ISO 17000, 6.6
Description:
Verification is checking or confirming that something is true or accurate. Verification often ensures that a product, process, or system functions as intended and meets certain standards or requirements. Verification may be done through various methods, such as testing, reviewing, or analyzing the product, process, or system to ensure that it operates correctly and meets the necessary criteria.