The high-level structure and the core text established in Annex SL, Appendix 2, have introduced two new clauses related to the context of the organisation:
4.1 Understanding the organisation and its context
4.2 Understanding the needs and expectations of interested parties
These two clauses require the organisation to determine the issues and requirements that can impact the planning of the quality management system (QMS) and can be used as input for the development of the QMS.
The stakeholder approach, considered one of the most modern corporate governance principles, is new. This approach is based on the assumption that long-term business success can only be ensured by considering the requirements of company stakeholders.
The approach has been described for many years in ISO 9004:2009, Section 4.4 "Interested parties, needs and expectations", and has been introduced in the draft standard. In comparison to "Customer Relationship Management" (CRM), which only addresses the relationship between an organisation and its customers, the principle of Stakeholder Relationship Management (SRM) goes significantly further. It tries to balance the relationship of the organisation with all, or with the most important, stakeholders/interested parties. These could include direct consumers, suppliers and retailers and other parties along the supply chain, authorities and other relevant interested parties. As a new feature in this draft, the term "interested parties" now also includes owners, people in an organisation, bankers and even competitors.
Although this DIS refers to the determination of the requirements of major interested parties, it does not require that products and services have to fulfil the need and expectations of external parties. This is with the exclusion of already mentioned external parties in ISO 9001:2008, i.e. customer and authorities, etc. Such a requirement would require a change in the scope of the standard, which is not covered under the revision.