It objects to you main of ISO 9001 are the satisfaction of the customer and the continuous improvement of the effectiveness.
ISO 9004 increases the concept of satisfaction to all the interested parts and introduces the concept of efficiency of the organization, beyond to that one of effectiveness.
ISO 9001 resumes more times the attention to the customer in the business activities; this because the job of the company must be turned he and to its requirements.
According to the norm, it is the direction that, in order before, would have to render aware all the members of the company of the importance of the satisfaction of the own customers. Task of the high direction would be, between the others, that one to characterize the characteristics of the prodotto/servizio with prevailing importance for the own customers and the final customers and to communicate them to the inside of the organization. In this way the collaborators can concentrate on requirement demands, carrying to the satisfaction of the same customers.
C$r-with regard to the management of the resources, the adequate organization would have to put to disposition human, economic and infrastructural resources for being able to improve the system of management for the quality and consequently to comply with requirement of the customers, increasing some the satisfaction.
In the phase of realization of the product the customer sure more is been involved regarding other makes itself.
Task of the organization is, in the first place, that one to determine requirement specifies you from the customer, comprised that relati you to the attendance and delivery activities post sale, and requirement do not specify to you from the customer, but necessary for the use specified, or attended. Before supplying a product to the customer, the organization must riesaminare and estimate relative requirement you to the same product. The analysis is made with the scope to define in way univoco requirement demands, to control that eventual divergences between requirement pass to you and put into effect are levelled them, and above all in order to verify that the company has the abilities in order to satisfy requirement defined.
Complementary to this activity it is that one of the communication with the customer; the organization must establish and implement effective modalities of communication with the customers with respect to relative information to the product, relative information with respect to the modalities of management of orders, contracts and varying, and information of return from part of the customers (comprised the claims).
Last point of involvement of the customer in this phase is that relative one to the property of the customer.
The organization must have cure of the property of the customer, when these are under the control of the company or come from this used.
The organization must identify and to control the products puttinges to disposition from the customer for being uses you or assembles to you. The loss, the damaging or the inadequacy of the supplied product the customer must ready be communicated the same customer and to give to place to one relative recording.
The property of the customer can be constituted also from intellectual property.
The last requirement specified from ISO 9001 is constituted from the measurements, the analyses and the improvement.
Also in this within the customer covers its just importance. The organization must analyze to the relative information to the perception of the customer on how much the organization has satisfied its requirement; this is one of the measurements of the performances of the system of management for the quality.
It must be a systematic activity, therefore it must establish the criteria and the modalities for the collection and I use it of give to you; these must demonstrate to the adequacy and the effectiveness of the system of management for the quality, and must concur to characterize the areas in which putting into effect the continuous improvement of the effectiveness of the same system.
In particular, the analysis of gives you must concur of having information with respect to the satisfaction of the customer and to the conformity of the product to requirement. After to have analyzed they give obtained to you, it must put into effect of the corrective actions in order to eliminate the causes of the conformities and in order not to prevent theirs to repeat itself. In particular, a documented procedure must be established that it indicates requirement for the re-examination of not the conformities, included the claims of the customers.

• Note 12: "With of persons and means, with defined responsibility, authority and interrelations". Definition draft from norm UNI EN ISO 9000, article 3,3,1, op. cit.
• Note 13: "Requirement or expectation that can be express, generally implicit or cogente". Definition draft from norm UNI EN ISO 9000, article 3,1,2, op. cit