Quality Management System Manual

For
Your IT Company Name

Date: [Insert Date]

Version: 1.0

Table of Contents

1. Introduction

o Purpose of the QMS

o Scope of the QMS

o References to ISO 9001:2015

o Definitions and Terminology

2. Context of the Organization (Clause 4)

o Understanding the Organization and Its Context

o Understanding the Needs and Expectations of Interested Parties

o Determining the Scope of the QMS

o QMS and Its Processes

3. Leadership (Clause 5)

o Leadership and Commitment

o Quality Policy

o Organizational Roles, Responsibilities, and Authorities

4. Planning (Clause 6)

o Actions to Address Risks and Opportunities

o Quality Objectives and Planning to Achieve Them

o Planning of Changes

5. Support (Clause 7)

o Resources

o Competence

o Awareness
 o Communication

o Documented Information

6. Operation (Clause 8)

o Operational Planning and Control

o Requirements for Products and Services

o Design and Development of Products and Services

o Control of Externally Provided Processes, Products, and Services

o Production and Service Provision

o Release of Products and Services

o Control of Nonconforming Outputs

7. Performance Evaluation (Clause 9)

o Monitoring, Measurement, Analysis, and Evaluation

o Internal Audit

o Management Review

8. Improvement (Clause 10)

o General

o Nonconformity and Corrective Action

o Continual Improvement

1. Introduction

1.1 Purpose of the QMS

The purpose of this QMS manual is to outline the framework through which [Your IT Company Name]
ensures consistent delivery of high-quality IT services that meet customer requirements and enhance
customer satisfaction, in alignment with ISO 9001:2015.

1.2 Scope of the QMS

The QMS applies to all processes within [Your IT Company Name], covering the provision of IT solutions,
including software development, IT consulting, and managed services.

1.3 References to ISO 9001:2015

This manual is aligned with the requirements of ISO 9001:2015. It serves as a central document that
references all related procedures, policies, and records.
1.4 Definitions and Terminology

Define any specific terms and abbreviations used within your QMS manual.

2. Context of the Organization (Clause 4)

2.1 Understanding the Organization and Its Context

Describe the internal and external factors that affect your organization’s ability to achieve the intended
outcomes of the QMS.

2.2 Understanding the Needs and Expectations of Interested Parties

Identify the interested parties (customers, suppliers, employees, regulatory bodies) and their needs and
expectations.

2.3 Determining the Scope of the QMS

Define the boundaries of the QMS, including the areas and processes it covers.

2.4 QMS and Its Processes

Document the processes needed for the QMS, including their sequence, interaction, and criteria for
operation.

3. Leadership (Clause 5)

3.1 Leadership and Commitment

Outline the roles of top management in promoting the QMS and ensuring its integration into business
processes.

3.2 Quality Policy

Include your company’s Quality Policy, ensuring it is aligned with the strategic direction of the
organization.

3.3 Organizational Roles, Responsibilities, and Authorities

Clarify the responsibilities and authorities within your organization for ensuring the QMS is implemented
effectively.

4. Planning (Clause 6)

4.1 Actions to Address Risks and Opportunities

Detail the approach to identifying, assessing, and mitigating risks and opportunities that can impact the
QMS.

4.2 Quality Objectives and Planning to Achieve Them

Define measurable quality objectives at relevant functions and levels within the organization.

4.3 Planning of Changes

Describe how changes to the QMS are planned and managed to ensure the integrity of the system.

5. Support (Clause 7)

5.1 Resources

Describe how resources, including human resources, infrastructure, and the work environment, are
determined and provided.

5.2 Competence

Detail how the competence of personnel is assessed, maintained, and enhanced.

5.3 Awareness

Ensure that employees are aware of their contribution to the effectiveness of the QMS.

5.4 Communication

Outline the internal and external communication processes related to the QMS.

5.5 Documented Information

Describe how documented information (e.g., procedures, records) is managed and controlled.

6. Operation (Clause 8)

6.1 Operational Planning and Control

Define the methods for planning and controlling processes to meet QMS requirements.

6.2 Requirements for Products and Services

Document how customer requirements are determined, understood, and communicated.

6.3 Design and Development of Products and Services

Outline the design and development process, including stages and responsibilities.

6.4 Control of Externally Provided Processes, Products, and Services

Describe the criteria for selecting and controlling external providers.

6.5 Production and Service Provision

Detail the processes for production and service provision, including validation, monitoring, and control.

6.6 Release of Products and Services

Specify the criteria for the release of products and services to ensure they meet requirements.

6.7 Control of Nonconforming Outputs

Explain how nonconforming outputs are identified, controlled, and corrected.

7. Performance Evaluation (Clause 9)

7.1 Monitoring, Measurement, Analysis, and Evaluation

Detail how the performance and effectiveness of the QMS are monitored, measured, and analyzed.

7.2 Internal Audit

Describe the process for conducting internal audits, including planning, execution, and reporting.

7.3 Management Review

Outline the management review process, including inputs, outputs, and frequency.

8. Improvement (Clause 10)

8.1 General

Commit to continual improvement of the QMS and related processes.

8.2 Nonconformity and Corrective Action

Describe how nonconformities are managed and corrective actions are implemented.

8.3 Continual Improvement

Explain the processes for identifying opportunities for improvement and implementing them.