INTERNATIONAL ISO

STANDARD 10010

First edition
2022-08

Quality management — Guidance to

understand, evaluate and improve
organizational quality culture
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Management de la qualité — Recommandations pour comprendre,

évaluer et améliorer la culture de la qualité organisationnelle

Reference number
ISO 10010:2022(E)

© ISO 2022
 ISO 10010:2022(E)
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© ISO 2022
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 ISO 10010:2022(E)

Contents Page

Foreword......................................................................................................................................................................................................................................... iv
Introduction..................................................................................................................................................................................................................................v
1 Scope.................................................................................................................................................................................................................................. 1
2 Normative references...................................................................................................................................................................................... 1
3 Terms and definitions..................................................................................................................................................................................... 1
4 Context of the organization....................................................................................................................................................................... 2
4.1 Relationship between quality culture and organizational culture.......................................................... 2
4.2 Understand the context of the organization................................................................................................................. 3
4.2.1 External and internal issues..................................................................................................................................... 3
4.2.2 Understanding the needs and expectations of interested parties......................................... 5
5 Determine desired quality culture................................................................................................................................................... 6
5.1 General............................................................................................................................................................................................................ 6
5.2 Leadership roles and responsibilities................................................................................................................................. 6
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6 Determine current quality culture................................................................................................................................................... 7

6.1 General............................................................................................................................................................................................................ 7
6.2 Decide what will be measured and how........................................................................................................................... 7
6.3 Monitoring and measuring current quality culture.............................................................................................. 8
6.4 Analyse and evaluate the current quality culture................................................................................................... 8
6.4.1 General......................................................................................................................................................................................... 8
6.4.2 Analyse current quality culture............................................................................................................................ 8
6.4.3 Evaluate current quality culture.......................................................................................................................... 9
7 Determine and implement actions to achieve desired quality culture...................................................... 9
7.1 General............................................................................................................................................................................................................ 9
7.2 Determine quality culture strategy................................................................................................................................... 10
7.2.1 Aspects of quality culture........................................................................................................................................ 10
7.2.2 Establish quality culture strategy.................................................................................................................... 10
7.2.3 Analyse need for quality culture in terms of quality strategy................................................ 11
8 Embed desired quality culture........................................................................................................................................................... 11
8.1 General......................................................................................................................................................................................................... 11
8.2 Enable continual improvement of quality culture................................................................................................ 11
9 Sustain desired quality culture.........................................................................................................................................................12
9.1 General......................................................................................................................................................................................................... 12
9.2 People engagement........................................................................................................................................................................... 12
9.2.1 Quality culture champions...................................................................................................................................... 12
9.2.2 Awareness and training............................................................................................................................................. 13
9.3 Communication.................................................................................................................................................................................... 13
9.4 Management of change.................................................................................................................................................................. 13
9.5 Continual evaluation and benchmarking...................................................................................................................... 14
Annex A (informative) Evaluation examples............................................................................................................................................ 15
Bibliography.............................................................................................................................................................................................................................. 17

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 ISO 10010:2022(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
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ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
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on the ISO list of patent declarations received (see www.iso.org/patents).

Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.

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 ISO 10010:2022(E)

Introduction
0.1   General
The purpose of this document is to assist an organization in understanding, evaluating, and improving
its quality culture to enhance organizational performance and to help achieve sustained success.
This document provides guidance on how to understand, determine, analyse, evaluate, implement,
embed and sustain the desired quality culture consistent with the context of the organization.
It also details:
— the role of leadership and people engagement in achieving a desired quality culture;
— the role of quality culture in the performance of the organization in satisfying its customers and
other interested parties;
— the ongoing determination of risks and opportunities for improvement relevant to quality culture;
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— integration of the seven quality management principles (see 0.2) in the organization’s quality
culture.
A representation of the framework for recommended actions is provided in Figure 1.

Figure 1 — Quality culture framework

0.2   Quality management principles and fundamental concepts

The quality management principles and fundamental concepts described in ISO 9000:2015 are reflected
in this document as they can assist the organization in developing a quality culture that helps meet
challenges that arise in today’s environment of change and increasing expectations.

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