Of course we use the ISO 9001:2015 standard for this purpose in mind. So let’s look at the standard text first. In summary, the standard states that there are three things an organization must consider to establish the context:
- Internal and external issues
- Understanding the needs and expectations of the stakeholders
- The products and services of an organization
The nice thing is that standard describes what an organization needs to do but not how to do it. This allows you some space to give your own interpretation which suits your organization. On the other hand you have the chance to remain behind, with numerous possibilities and where do you even start?
Internal and external issues:
For example. what is meant by issues; which is an extremely general term. We mention some examples here so you can get a better picture what internal and external issues can be. What do you think about the market situation in which your organization is located right now? Someone who is in a niche market has a completely different strategy than someone who operates in a highly competitive market. Another issue you can think of is for example the corporate culture. What is the core value of the organization, how do you communicate and what kind of leadership is present? These things are quite determine for you to accedes to customers.
In management land there have been countless models appeared over the last years, you can use these models to identify internal and external issues. Like SWOT analysss(Strenghts, Weaknesses, Opportunities and Threats) or a risk and opportunity analysis.
Often we can say three stakeholers: customer, shareholder (s) and staff but have you also thought about suppliers, local residents, the bank, the government, competitor, partner (s), students, interest groups and the media? When you are aware of the influence that these parties can have on your organization, then you are able to act for example: by writing a protocol for when you approached by the media or by anticipating developments taking place in the market.
The products and services of an organization:
This speaks for itself but it is sometimes difficult succinctly to give a display of products and services? ”We are actually doing alot!” It may help to cluster all products and services under a few main activities, such as cleaning, maintenance, installation, etc. For example if we look into the standard, there is room to describe these activities into process descriptions and work instructions.
In response to the paragraphs above:
If the points above have been mapped, then there is a good base for the context. Every organization already thought about the context, but it’s good to think about it over the years and if it’s possible to tighten it. We live in a dynamic world where the pace of change, through applications such as the internet, is increasing and organizations requiring optimal alertness. With this article we hope to have provided you to actively deal with the context of your organization to get started. We wish you good luck for now and in the future.