Cover; Half Title; Title Page; Copyright Page; Table of Contents; Preface; Acknowledgments; Author; 1: Scope; 2: Normative References; 3: Terms and Definitions; 4: Context of the Organization; 4.1 Understanding the Organization and Its Context; 4.2 Understanding the Needs and Expectations of Interested Parties; 4.3 Determining the Scope of the Quality Management System; 4.4 Quality Management System and Its Processes; 5: Leadership; 5.1 Leadership and Commitment; 5.1.1 General; 5.1.2 Customer Focus; 5.2 Policy; 5.2.1 Establishing the Quality Policy; 5.2.2 Communicating the Quality Policy

5.3 Organizational Roles, Responsibilities, and Authorities6: Planning; 6.1 Actions to Address Risks and Opportunities; 6.2 Quality Objectives and Planning to Achieve Them; 6.3 Planning of Changes; 7: Support; 7.1 Resources; 7.1.1 General; 7.1.2 People; 7.1.3 Infrastructure; 7.1.4 Environment for the Operation of Processes; 7.1.5 Monitoring and Measuring Resources; 7.1.6 Organizational Knowledge; 7.2 Competence; 7.3 Awareness; 7.4 Communication; 7.5 Documented Information; 7.5.1 General; 7.5.2 Creating and Updating; 7.5.3 Control of Documented Information; 8: Operation

8.1 Operational Planning and Control8.2 Requirements for Products and Services; 8.2.1 Customer Communication; 8.2.2 Determining the Requirements for Products and Services; 8.2.3 Review of Requirements for Products and Services; 8.2.4 Changes to Requirements for Products and Services; 8.3 Design and Development of Products and Services; 8.3.1 General; 8.3.2 Design and Development Planning; 8.3.3 Design and Development Inputs; 8.3.4 Design and Development Controls; 8.3.5 Design and Development Outputs; 8.3.6 Design and Development Changes

8.4 Control of Externally Provided Processes, Products, and Services8.4.1 General; 8.4.2 Type and Extent of Control; 8.4.3 Information for External Providers; 8.5 Production and Service Provision; 8.5.1 Control of Production and Service Provision; 8.5.2 Identification and Traceability; 8.5.3 Property Belonging to Customers or External Providers; 8.5.4 Preservation; 8.5.5 Post-Delivery Activities; 8.5.6 Control of Changes; 8.6 Release of Products and Services; 8.7 Control of Nonconforming Outputs; 9: Performance Evaluation; 9.1 Monitoring, Measurement, Analysis, and Evaluation; 9.1.1 General

9.1.2 Customer Satisfaction9.1.3 Analysis and Evaluation; 9.2 Internal Audit; 9.3 Management Review; 9.3.1 General; 9.3.2 Management Review Inputs; 9.3.3 Management Review Outputs; 10: Improvement; 10.1 General; 10.2 Nonconformity and corrective action; 10.3 Continual Improvement; Index