ISO 9001 Implementation Guide

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6.3 Infrastructure

The organization shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements. Infrastructure includes, as applicable

a) buildings, workspace and associated utilities,
b) process equipment (both hardware and software), and
c) supporting services (such as transport and communication)
(from BS EN ISO 9001:2000)

Although infrastructure issues were partially addressed in the 1994 standard (Clause 4.9), ISO 9001:2000 takes infrastructure needs to a new level.

"Competence" was defined so clearly in the new standard because sometimes a person can be well educated and well trained but have zero competence at doing the job. ISO 9001:2000 now requires that an organization evaluate the qualification criteria of personnel before hiring or promoting them. The competence concept is a direct attempt for the organization to take preventive action before a problem arises.

ISO 9001:2000 is specific when it addresses infrastructure, outlining these issues (but only if they are applicable to your organization):

Buildings, workspace and associated utilities;
Process equipment (both hardware and software); and
Supporting services (such as transport or communication).

For example, if you work at a manufacturing plant that might have a power interruption or water main burst, it is obviously a good idea to have a contingency plan for any utility disruption. Or if you're part of a service organization that receives a large portion of its business through the Internet, having a reliable backup in the event of a server crash is imperative.

These resources, or lack thereof, can have a significant impact on quality. Addressing resources issues early on during implementation is an absolute must.

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