Implementing ISO 9001:2015 at an NGO

For me, according to my experience, the big difference between NGO’s and companies, with regard to the implementation of an ISO 9001:2015 QMS, is that we don’t have the classic customer, but we have, at least, two kinds of “customers”:

According to its purpose: to whom the NGO works?
Who is going to finance the NGO operation?

That is why I consider that with NGO's I believe that clause 4.2 of ISO 9001:2015 is even more important, more relevant than for companies. For example, I can think about:

* Those we work for
* Those who finance us (can be members of the NGO, can be governments, or can be patrons)
* Those who help us
* Those who provide us with products and services
* Those that regulate us
* Those that work for us (employees)

Then, the next step is mapping the main processes, once that is done the rest will be like implementing a QMS within a company.

For example, consider an NGO that has by a purpose to help people suffering from particular chronic illness:

The main processes will transform a “person in need” into a “person with” – gather a team from your NGO and with sticky notes draw the flow.
Those main processes to be executed need financing. For example, part of that financing will come from members of the NGO that contribute with an annual or monthly fee:
The NGO shall have a Membership process in place that receives contacts from persons that care for those that suffer from that particular chronic illness in order to transform them in members that support the organization. Naturally, the NGO shall have activities to proactively look for potential persons that care and can become members. The NGO shall have a Communication process to demonstrate to its members that their money is well used, by communicating results, outcomes, effectiveness and being responsible with the money received.

Now one can think of patrons that can help, what process(es) can exist to attain that purpose? One can think of doctors that can act as volunteers for the NGO: how to attract them? How to work with them? More processes.

You can find more information about implementing ISO 9001 in a nonprofit organization in the following links:
- ISO 9001 – Should universities implement ISO 9001? - https://advisera.com/9001academy/blog/2015/04/21/should-universities-implement-iso-9001/
- free online training ISO 9001:2015 Lead Implementer Course - https://advisera.com/training/iso-9001-lead-implementer-course/
- book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/