Understanding ISO 9001:2015 Verbs in Quality Management Systems

The Importance of Language in QMS Procedures

Some certification body auditors dislike so-called "weasel words" like may, typically, or as necessary when used in QMS procedures. However, the standard explicitly and intentionally distinguishes the strength and meaning of certain verbs.

ISO 9001:2015, Clause 0.1 defines the following:

• shall = requirement

• should = recommendation

• may = permission

• can = possibility or capability

  
  

This hierarchy matters. The authors of ISO 9001:2015 realized that real businesses operate in the real world. If ISO 9001 doesn’t say you shall do something, your procedure doesn’t have to say you will either. Being overly specific creates rigid, high-maintenance documents that force workarounds and invite nonconformities when reality refuses to fit the script.

Practical Applications of ISO Verbs

A practical small business procedure matches the verb used to risk, intent, and value added:

• Use "shall" when the clause, regulation, customer requirement, or business risk demands it.

• Use "should" for preferred defaults, and add conditions (e.g., “should be performed unless X”).

• Use "may" or "can" to allow options by naming the decision-maker and the justification (e.g., who approves, what gets recorded).

  
  

Good auditors differentiate unwitting ambiguity from purposeful discretion. The question isn’t, "are these weasel words?” The auditor's question should be, "is the process effectively controlled and capable of producing conforming outputs?”

The Role of Verbs in Quality Management

When your verbs reflect the standard's intent and your needs, you preserve usability without sacrificing conformance. Sometimes "may, can, might, or won't" is exactly what ISO intended and exactly what your small business needs, and nothing more.

The Impact of Clear Language

Using clear and precise language in your QMS procedures is crucial. It not only helps in compliance but also ensures that all team members understand their roles and responsibilities. This clarity can lead to improved performance and fewer misunderstandings.

Training and Awareness

Training your team on the importance of these verbs can enhance their understanding of the QMS. Regular workshops and training sessions can help reinforce the significance of using the correct terminology. This will ensure that everyone is on the same page and can contribute to a more effective quality management system.

Continuous Improvement

Quality management is not a one-time effort. It requires continuous improvement. Regularly reviewing and updating your procedures will help you stay compliant with ISO 9001:2015 standards. This process also allows you to adapt to changing business needs and market conditions.

Conclusion

In conclusion, understanding the verbs used in ISO 9001:2015 is essential for creating effective QMS procedures. By using the correct terminology, you can ensure that your processes are not only compliant but also practical for your business needs.

Contact us to learn more about our practical consulting approach, including the use of ISO 9001 procedure verbs (not "weasel words").

By focusing on the right language, training, and continuous improvement, your small business can thrive while maintaining compliance with ISO standards.