This annex contains terms that are referenced by definitions in Clauses 3 to 12, but that differ from the terms and definitions adopted for this part of ISO 8000. The definitions in this annex are included to enable understanding of the definitions that reference them. The definitions in Clauses 3 to 12 are considered normative for this part of ISO 8000.
need or expectation that is stated, generally implied or obligatory
NOTE 1 "Generally implied" means that it is custom or common practice for the organization, its customers and other interested parties, that the need or expectation under consideration is implied.
NOTE 2 A qualifier can be used to denote a specific type of requirement, e.g. product requirement, quality management requirement, customer requirement.
NOTE 3 A specified requirement is one that is stated, for example in a document.
NOTE 4 Requirements can be generated by different interested parties
NOTE 5 This definition differs from that provided in 3.12.1 of ISO/IEC Directives, Part 2:2004.
[ISO 9000:2005, 3.1.2]
set of interrelated or interacting elements
[ISO 9000:2005, 3.2.1]
system to establish policy and objectives and to achieve those objectives
[ISO 9000:2005, 3.2.2]
result of a process
NOTE 1 There are four generic product categories, as follows:
services (e.g. transport);
software (e.g. computer program, dictionary);
hardware (e.g. engine mechanical part);
processed materials (e.g. lubricant).
Many products comprise elements belonging to different generic product categories. Whether the product is then called service, software, hardware or processed material depends on the dominant element. For example, the offered product "automobile" consists of hardware (e.g. tyres), processed materials (e.g. fuel, cooling liquid), software (e.g. engine control software, driver's manual), and service (e.g. operating explanations given by the salesman).
NOTE 2 Service is the result of at least one activity necessarily performed at the interface between the supplier and customer and is generally intangible. Provision of a service can involve, for example, the following:
an activity performed on a customer-supplied tangible product (e.g. automobile to be repaired);
an activity performed on a customer-supplied intangible product (e.g. the income statement needed to prepare a tax return);
the delivery of an intangible product (e.g. the delivery of information in the context of knowledge transmission);
the creation of ambience for the customer (e.g. in hotels and restaurants).
Software consists of information and is generally
intangible and can be in the form of approaches, transactions or
procedures.
Hardware is generally tangible and its amount is a countable
characteristic.
Processed materials are generally tangible and their amount is a
continuous characteristic. Hardware and processed materials often
are referred to as goods.
NOTE 3 Quality assurance is mainly focused on intended product.
[ISO 9000:2005, 3.4.2]
NOTE 4 The notes from the ISO 9000 definition have been omitted.
distinguishing feature
NOTE 1 A characteristic can be inherent or assigned.
NOTE 2 A characteristic can be qualitative or quantitative.
NOTE 3 There are various classes of characteristic, such as the following:
physical (e.g. mechanical, electrical, chemical or biological characteristics);
sensory (e.g. related to smell, touch, taste, sight, hearing);
behavioral (e.g. courtesy, honesty, veracity);
temporal (e.g. punctuality, reliability, availability);
ergonomic (e.g. physiological characteristic, or related to human safety);
functional (e.g. maximum speed of an aircraft).
[ISO 9000:2005, 3.5.1]
fulfilment of a requirement
NOTE The term "conformance" is synonymous but deprecated.
[ISO 9000:2005, 3.6.1]
meaningful data
[ISO 9000:2005, 3.7.1]
NOTE 1 To be considered information, data needs to be understood by the intended recipients. This means that it needs to be in a form suitable for human understanding and interpretation and in a language that the intended recipients can understand.
NOTE 2 Sometimes individual discrete data elements do not constitute meaningful data in their own right, but become meaningful data only when grouped with other data elements. For example, under typical business practice, an invoice date only constitutes meaningful information if it is accompanied by at least three other pieces of data: invoicer, invoicee, and invoice amount. Of course, other data elements, such as invoice number, are also sometimes required within certain contexts.
re-interpretable representation of information in a formalized manner suitable for communication, interpretation, or processing
NOTE Data can be processed by humans or by automatic means.
[ISO/IEC 2382-1:1993, 01.01.02]
knowledge concerning objects, such as facts, events, things, processes, or ideas, including concepts, that within a certain context has a particular meaning
[ISO/IEC 2382-1:1993, 01.01.01]