ISO 10015 quality management guidelines for training 5

Courtesy: ISO 10015 quality management guidelines for training

The Quality management principles underlying the ISO 9000 family of standards (of which the ISO 10000 series
form a part) emphasize the importance of human resource management and the need for appropriate training.
They recognize that customers are likely to both respect and value an organization’s commitment to its human
resources and its ability to demonstrate the strategy used to improve the competence of its personnel.
Personnel at all levels should be trained to meet the organization’s commitment to supply products of a required

The training process should be initiated after a needs analysis of the organization has been conducted and
competence-related issues have been recorded, as depicted in Figure 1 in the Introduction.
The organization should define the competence needed for each task that affects the quality of products, assess
the competence of the personnel to perform the task, and develop plans to close any competence gaps that may
exist.
The definition should be based on an analysis of present and expected needs of the organization compared with
the existing competence of its personnel.
The purpose of this stage should be to:
a) define the gaps between the existing and required competence;
b) define the training needed by employees whose existing competence does not match the competence
required for the tasks; and
c) document specified training needs.
The analysis of the gaps between existing and required competence should be conducted to determine whether
the gaps can be closed by training or whether other actions might be necessary (see Table A.1).
4.2.2 Defining the needs of the organization
The organization’s quality and training policies, quality management requirements, resource management and
process design should be considered when initiating training, as an input to 4.2, to ensure that the required training
will be directed toward satisfying the organization’s needs.
4.2.3 Defining and analysing competence requirements
Competence requirements should be documented. This documentation can be periodically reviewed or as
necessary when work assignments are made and performance is assessed.
The definition of an organization’s future needs relative to its strategic goals and quality objectives, including the
required competence of its personnel, may be derived from a variety of internal and external sources, such as:

organizational or technological change that affects work processes or impacts on the nature of products
supplied by the organization;

data recorded from past or current training processes;

the organization’s appraisal of the competence of the personnel to perform specified tasks;

turnover or seasonal fluctuation records involving temporary personnel;

internal or external certification needed for the performance of specific tasks;

quality in a rapidly changing market place where customer requirements and expectations are increasing
continuously.
This International Standard provides guidelines to assist organizations and their personnel when addressing issues
related to training. It may be applied whenever guidance is required to interpret references to “education“ and
“training“ within the ISO 9000 family of quality assurance and quality management standards. Any references to
“training“ in this document includes all types of education and training.
An organization’s objectives for continual improvement, including the performance of its personnel, might be
affected by a number of internal and external factors including changes in markets, technology, innovation, and the
requirements of customers and other stakeholders. Such changes may require an organization to analyse its
competence-related needs. Figure 1 illustrates how training could be selected as an effective means of addressing