ISO 9001:2015 Clause 4.3 Determining the scope of the quality management system

ISO 9001:2015 Requirements

The organization shall determine the boundaries and applicability of the quality management system to establish its scope.
When determining this scope, the organization shall consider:
a) the external and internal issues referred to in 4.1;
b) the requirements of relevant interested parties referred to in 4.2;
c) the products and services of the organization.
The organization shall apply all the requirements of 9001:2015 Standard if they are applicable within the determined scope of its quality management system.
The scope of the organization’s quality management system shall be available and be maintained as documented information. The scope shall state the types of products and services covered, and provide justification for any requirement of 9001:2015 Standard that the organization determines is not applicable to the scope of its quality management system.
Conformity to 9001:2015 Standard may only be claimed if the requirements determined as not being applicable do not affect the organization’s ability or responsibility to ensure the conformity of its products and services and the enhancement of customer satisfaction.

1) The organization shall determine the boundaries and applicability of the quality management system to establish its scope.

Defining the scope of your management system is a key step when developing any management system. The scope should concisely describe the activities, regulatory requirements, facilities, and remote locations that are to be covered under, and supported by the management system. The scope of registration and certification will need to reflect precisely and clearly the activities covered by your organization’s management system; any exclusion to non-applicable requirements of the standards should be documented and justified in the manual. No single business-related activity should exist outside of the scope. You should discuss the scope of registration very early in your contact with the registrar, prior to or during the selection process.From a review of the nature of your business’s operations, products and services, the scope of the management system should be apparent by the extent of the processes and controls that your organization has already established.The scope of your management system may include the whole of the organization, specific and identified functions within the organization, specific sections of the organization, or one or more functions across a group of organizations Consideration of the boundaries and applicability of the management system can include:

1. The range of products and services;
2. Different sites and activities;
3. External provision of processes, products and services;
4. Common support provided by centralised functions;
5. Processes, procedures, instructions, or site-specific requirements.

Here’s how an organization can go about determining the scope of its QMS:

1. Identify Key Processes and Activities:
   • List all the processes, activities, and functions within the organization that are related to delivering products or services to customers.
   • Consider areas such as design, production, customer support, procurement, and distribution.
2. Consider Stakeholder Expectations:
   • Understand the expectations and requirements of interested parties, including customers, regulatory authorities, and industry standards.
   • Evaluate which processes directly impact meeting these expectations.
3. Define Product or Service Offerings:
   • Clearly define the products or services offered by the organization that fall under the QMS.
   • Include variations or specific types of products or services.
4. Evaluate Organizational Boundaries:
   • Determine if there are any subsidiary companies or separate divisions that should be included or excluded from the QMS scope.
   • Consider the extent to which these entities impact product quality and customer requirements.
5. Identify Exclusions:
   • Identify any processes, activities, products, or services that will be excluded from the QMS scope.
   • Clearly document the reasons for these exclusions.
6. Consider Interfaces and Interactions:
   • Evaluate how processes and activities interact with each other, both internally and externally.
   • Include processes that impact the delivery of quality products or services.
7. Compliance with Regulations:
   • Identify which regulatory requirements apply to the organization and the QMS processes.
   • Ensure that the QMS scope includes the processes necessary for regulatory compliance.
8. Review Organizational Goals and Objectives:
   • Consider the organization’s strategic goals and objectives related to quality and customer satisfaction.
   • Align the QMS scope with these goals to ensure a focused approach.
9. Stakeholder Communication:
   • Clearly communicate the determined scope to relevant stakeholders, including employees, customers, and regulatory authorities.
10. Document the QMS Scope:
    • Document the determined scope of the QMS in a scope statement.
    • The scope statement should clearly outline the boundaries, applicability, exclusions, and reasons for exclusions.
11. Regular Review and Updates:
    • Periodically review and reassess the QMS scope to ensure it remains aligned with organizational changes, stakeholder expectations, and industry trends.
12. Get Leadership Buy-In:
    • Ensure that organizational leadership approves and supports the determined QMS scope.
    • Their endorsement is essential for effective implementation.

By thoroughly defining the boundaries and applicability of the QMS, an organization can establish a clear framework for quality management efforts. This scope ensures that the QMS focuses on areas that directly impact product or service quality and customer satisfaction, leading to more efficient processes, improved performance, and enhanced customer trust.

2) When determining this scope, the organization shall consider the external and internal issues

When determining the scope of the Quality Management System (QMS), considering both external and internal issues is crucial because they provide valuable context that influences the organization’s operations, processes, and overall approach to quality management. Here’s why these factors should be taken into account:

1. Alignment with Purpose and Strategy:

• External issues, such as market trends, competition, and regulatory changes, impact the organization’s strategic direction.
• Internal issues, including culture, values, and organizational structure, shape how the organization operates.
• Aligning the QMS scope with these issues ensures that quality efforts are in line with the organization’s purpose and strategy.

2. Comprehensive Understanding:

• Analyzing external factors helps the organization understand customer needs, market demands, and industry trends.
• Internal issues provide insights into the organization’s strengths, weaknesses, and internal capabilities.
• A comprehensive understanding of both sets of issues allows the organization to make informed decisions about the QMS scope.

3. Risk Management:

• Identifying external risks, such as changes in regulations or competitive landscape, helps the organization proactively manage potential disruptions.
• Internal issues like resource constraints or process inefficiencies can also pose risks to quality.
• Integrating risk considerations into the QMS scope ensures that risk management is embedded in quality practices.

4. Effective Stakeholder Management:

• Understanding external stakeholders’ needs and expectations helps tailor the QMS to meet customer and regulatory requirements.
• Addressing internal issues like employee satisfaction and engagement contributes to a positive organizational culture that supports quality.

5. Compliance and Regulatory Requirements:

• External issues include legal and regulatory requirements that may impact the organization’s products and services.
• Aligning the QMS scope with these requirements ensures that the organization meets relevant standards and regulations.

6. Resource Allocation:

• Internal issues like resource availability and capacity affect the organization’s ability to implement and maintain the QMS.
• Considering these factors helps allocate resources effectively to support quality initiatives.

7. Continuous Improvement:

• Analyzing internal issues related to process inefficiencies or gaps helps identify areas for improvement.
• External issues may highlight emerging trends or customer expectations that can drive innovation and enhancement.

8. Transparent Communication:

• Addressing external and internal issues demonstrates transparency and accountability to stakeholders.
• Clearly defining the scope based on these issues helps in effective communication with employees, customers, and regulatory bodies.

9. Tailored Approach:

• A QMS scope informed by external and internal issues allows the organization to focus on areas that matter most for quality improvement.
• It prevents unnecessary efforts in areas with limited impact on quality.

Incorporating external and internal issues into the determination of the QMS scope ensures that quality management efforts are well-informed, strategically aligned, and relevant to the organization’s broader context. This approach enhances the organization’s ability to provide products and services that meet customer requirements and regulatory obligations effectively.

3) When determining this scope, the organization shall consider the requirements of relevant interested parties

When determining the scope of the Quality Management System (QMS), considering the requirements of relevant interested parties is essential for several reasons:

1. Meeting Stakeholder Expectations:

• Interested parties such as customers, regulatory authorities, suppliers, and employees have specific expectations regarding product quality, safety, and compliance.
• Incorporating these requirements into the QMS scope ensures that the organization’s quality efforts align with stakeholder expectations.

2. Enhancing Customer Satisfaction:

• Customers are a primary group of interested parties with expectations related to product performance, delivery, and support.
• Addressing customer requirements within the QMS scope leads to improved customer satisfaction and loyalty.

3. Regulatory Compliance:

• Regulatory authorities set standards and requirements that organizations must meet.
• Including regulatory requirements in the QMS scope ensures that the organization remains compliant with legal obligations.

4. Risk Management:

• Some interested parties might raise concerns about potential risks associated with product safety, data security, or ethical practices.
• Addressing these concerns in the QMS scope allows the organization to mitigate risks and prevent issues.

5. Reputation and Trust:

• Meeting the requirements of interested parties, such as industry standards or ethical expectations, contributes to building a positive reputation and trust.
• A good reputation enhances the organization’s market position and customer trust.

6. Effective Communication:

• Clearly defining the QMS scope based on interested parties’ requirements enables transparent communication with stakeholders.
• It shows a commitment to meeting their needs and addressing their concerns.

7. Supplier Relationships:

• Suppliers are important stakeholders with expectations regarding quality, delivery, and collaboration.
• Considering supplier requirements in the QMS scope fosters effective supplier relationships and a reliable supply chain.

8. Employee Engagement:

• Employees are internal stakeholders with expectations related to working conditions, training, and opportunities for improvement.
• Addressing employee requirements in the QMS scope contributes to a positive workplace culture and higher engagement.

9. Continuous Improvement:

• Feedback from interested parties can highlight areas for improvement in processes, products, or services.
• Incorporating these improvement areas in the QMS scope promotes ongoing enhancement.

10. Holistic Quality Approach: – Including requirements from a range of interested parties ensures a comprehensive quality approach that considers diverse perspectives.

11. Legal and Ethical Considerations: – Some interested parties, such as industry associations or ethical advocacy groups, may have specific requirements related to sustainability, social responsibility, or ethical practices. – Adhering to these requirements demonstrates the organization’s commitment to ethical behavior.

Incorporating the requirements of relevant interested parties into the QMS scope helps the organization create a holistic and customer-centric quality management approach. It ensures that the QMS focuses on areas that matter most to stakeholders, resulting in improved product quality, customer satisfaction, and overall organizational success.

4) When determining this scope, the organization shall consider the products and services of the organization

Considering the products and services of the organization is crucial when determining the scope of the Quality Management System (QMS). The scope should reflect the organization’s focus on delivering high-quality products and services that meet customer requirements and align with its strategic objectives. Here’s why the organization should consider its products and services when defining the QMS scope:

1. Alignment with Core Business Activities:

• The primary purpose of the organization is to design, produce, and deliver products or services to customers.
• The QMS scope should encompass all processes and activities directly related to the creation, delivery, and support of these offerings.

2. Customer Requirements:

• The organization’s products and services must meet customer expectations and specifications.
• The QMS scope should include processes that ensure consistent adherence to these customer requirements.

3. Product and Service Quality:

• Ensuring the quality of products and services is at the heart of the QMS.
• The scope should cover all aspects of quality control, assurance, and improvement throughout the product or service lifecycle.

4. Regulatory Compliance:

• Products and services often need to adhere to industry-specific regulations and standards.
• Including these compliance requirements in the QMS scope ensures that the organization meets legal and regulatory obligations.

5. Continuous Improvement:

• A well-defined QMS scope supports the organization’s commitment to continuous improvement in product design, production, and customer satisfaction.

6. Risk Management:

• The QMS should address risks related to the development, production, and delivery of products and services.
• Risk mitigation strategies should be included within the scope to ensure product safety and customer satisfaction.

7. Supply Chain Considerations:

• The scope should include processes that manage suppliers and their impact on the quality of inputs used in products or services.

8. Customer Experience:

• The scope should cover processes related to customer interactions, feedback, and support.
• This ensures a positive customer experience throughout the product or service lifecycle.

9. Strategic Focus:

• Products and services are integral to the organization’s strategic goals and objectives.
• The QMS scope should be aligned with these strategic priorities to drive growth and competitiveness.

10. Brand Reputation: – The quality of products and services directly influences the organization’s brand reputation. – The QMS scope should encompass processes that contribute to maintaining and enhancing the brand’s image.

11. Resource Allocation: – Focusing on products and services in the QMS scope allows the organization to allocate resources effectively to areas that impact customer satisfaction.In summary, the products and services offered by the organization form the core of its business activities.

Defining the QMS scope to include these offerings ensures that quality efforts are centered on meeting customer requirements, delivering compliant products and services, and driving continuous improvement. This approach helps the organization achieve its quality objectives and maintain a competitive edge in the market.

5) The organization must provide justification for any requirement of 9001:2015 Standard that the organization determines is not applicable to the scope of its quality management system.

When defining the scope of the Quality Management System (QMS), the organization needs to provide justification for any requirement of the ISO 9001 Standard that it determines is not applicable to the scope of its QMS. This requirement ensures transparency, accountability, and a clear understanding of the organization’s decisions regarding the applicability of certain ISO 9001 requirements. Here’s why this justification is necessary:

1. Clarity and Transparency: Providing justifications for exclusions ensures that stakeholders, including customers, employees, and auditors, understand why certain ISO 9001 requirements have not been included in the QMS scope.
2. Regulatory Compliance: If the organization excludes a requirement due to its inapplicability, the justification ensures that there’s a legitimate reason for this decision and that no regulatory obligations are overlooked.
3. Accountability to Stakeholders: By offering clear explanations for exclusions, the organization demonstrates its accountability to stakeholders, particularly those who may have concerns about omitted requirements.
4. Preventing Misinterpretation: Justifications prevent any misinterpretation or miscommunication regarding the organization’s intention to exclude certain requirements from the QMS scope.
5. Preventing Inconsistencies: Providing clear justifications helps prevent inconsistencies between the organization’s QMS scope and the expectations of interested parties.
6. Audit and Certification: During audits or certification assessments, auditors will examine the organization’s justifications to ensure they are valid and aligned with the ISO 9001 requirements.
7. Process Improvement: Evaluating and justifying exclusions encourages the organization to critically assess its processes and align the QMS with its business needs.
8. Documentation of Decision-Making: Justifications provide documented evidence of the organization’s decision-making process, adding a layer of formality and thoroughness to the QMS establishment.
9. Organizational Context: Justifications may relate to the organization’s unique context, such as its industry, size, and complexity. Explaining these contextual factors helps stakeholders understand the reasoning.
10. Avoiding Misrepresentation: – By explaining why certain ISO 9001 requirements are not applicable, the organization avoids misrepresenting its adherence to those requirements when they don’t apply.

Incorporating clear justifications for exclusions aligns with the principle of “Applicability” within ISO 9001 and ensures that the QMS scope accurately reflects the organization’s processes, products, and services. This approach supports effective communication and transparency, and it ensures that the organization’s QMS remains focused on areas that are relevant and impactful for quality management.

6) The organization shall apply all the requirements of 9001:2015 Standard if they are applicable within the determined scope of its quality management system.

This clause emphasizes that an organization should apply all the requirements outlined in the standard if they are applicable within the determined scope of its Quality Management System (QMS). This means that whenever a requirement is relevant to the organization’s operations and aligns with the QMS scope, the organization should fully implement and comply with that requirement. Here’s why adhering to applicable requirements is important:

1. Consistency and Uniformity: Applying all applicable ISO 9001 requirements ensures consistency and uniformity in the organization’s quality management practices.
2. Meeting Stakeholder Expectations: Stakeholders, including customers and regulatory authorities, expect the organization to follow industry standards and requirements.
3. Quality Assurance: Implementing all applicable requirements contributes to a robust QMS that focuses on quality assurance and meeting customer needs.
4. Risk Management: The ISO 9001 requirements include provisions for risk-based thinking. By adhering to these requirements, the organization can effectively identify and mitigate risks that could impact product quality and customer satisfaction.
5. Demonstrating Compliance: Following applicable ISO 9001 requirements demonstrates the organization’s commitment to quality and its willingness to comply with internationally recognized standards.
6. Enhanced Competitiveness: Organizations that fully implement ISO 9001 requirements are often seen as more reliable, consistent, and credible in the eyes of customers and partners.
7. Continuous Improvement: ISO 9001 requirements provide a framework for continuous improvement. Applying these requirements helps the organization identify areas for enhancement and innovation.
8. Audits and Assessments: During internal audits and external assessments, the organization’s adherence to applicable ISO 9001 requirements will be evaluated.
9. Risk Mitigation: ISO 9001 requirements cover various aspects of risk management, including risk identification, analysis, and mitigation. By implementing these requirements, the organization enhances its ability to prevent quality-related risks.
10. Legal and Regulatory Compliance: – Some ISO 9001 requirements relate to legal and regulatory compliance. – Adhering to these requirements helps the organization stay compliant with relevant laws and regulations.
11. Improved Customer Satisfaction: – Applying ISO 9001 requirements ensures that the organization focuses on processes that directly impact customer satisfaction and product quality.

In summary, the organization’s commitment to implementing applicable ISO 9001:2015 requirements within the determined scope of the QMS demonstrates a dedication to quality, customer satisfaction, and continuous improvement. This approach aligns with the standard’s principles and helps the organization create a strong foundation for effective quality management practices.

7) The scope of the organization’s quality management system shall be available and be maintained as documented information.

The scope of the organization’s Quality Management System (QMS) must be documented and available as “documented information.” This documentation ensures clarity, transparency, and consistency in communicating the boundaries and applicability of the QMS.

• Documenting the QMS scope allows for clear communication within the organization, ensuring that all employees understand the extent of the QMS.
• Having the scope as documented information ensures that there’s a consistent and agreed-upon understanding of the organization’s QMS boundaries.
• Making the scope available as documented information promotes transparency among stakeholders, including customers, suppliers, and auditors.
• Auditors and certification bodies can review the documented scope to verify that it aligns with the organization’s practices and compliance with ISO 9001.
• A documented scope provides a reference point for the organization to ensure that all relevant processes are within the QMS.
• A well-documented scope helps the organization align its QMS with its strategic goals and objectives.
• Management can use the documented scope to make informed decisions about the QMS and its alignment with the organization’s context.
• If the scope needs to be revised due to organizational changes or shifts in strategy, having it documented makes updates more systematic.
• The documented scope serves as a training and awareness tool for new employees, ensuring they understand the organization’s quality boundaries.
• Customers and other external stakeholders can reference the documented scope to understand the organization’s commitment to quality.
• The requirement for documenting the scope is in line with ISO 9001’s emphasis on documented information to support the QMS.
• The documented scope can be used as a reference point to identify areas for improvement and expansion of the QMS in the future.

In summary, maintaining the scope of the organization’s QMS as documented information is a crucial practice that supports effective communication, compliance, decision-making, and transparency. It ensures that the QMS scope remains accurate, aligned with organizational context, and supportive of the organization’s quality objectives.

8) Conformity to 9001:2015 Standard may only be claimed if the requirements determined as not being applicable do not affect the organization’s ability or responsibility to ensure the conformity of its products and services and the enhancement of customer satisfaction.

an organization can claim conformity to the standard even if certain requirements are determined to be not applicable within the scope of its Quality Management System (QMS). However, there’s an important condition attached to this claim. The requirements that are determined as not applicable should not affect the organization’s ability or responsibility to ensure the conformity of its products and services and the enhancement of customer satisfaction. In other words, the exclusion of certain requirements should not compromise the organization’s commitment to quality and customer satisfaction. Here’s why this condition is significant:

1. Ensuring Quality Assurance:

• The primary goal of the ISO 9001 standard is to ensure consistent quality and customer satisfaction.
• The condition prevents organizations from excluding requirements that are crucial for maintaining product quality and customer trust.

2. Accountability to Customers:

• Organizations must demonstrate that their products and services conform to customer requirements.
• Excluding requirements that impact product quality or customer satisfaction could erode trust and credibility.

3. Balancing Customization and Standardization:

• Organizations often need to tailor their QMS to their unique context.
• However, this customization should not compromise adherence to essential quality requirements.

4. Meeting Legal and Regulatory Obligations:

• Some requirements within the ISO 9001 standard are related to legal and regulatory compliance.
• Excluding these requirements could lead to non-compliance and legal risks.

5. Upholding Customer Expectations:

• Customers expect organizations to follow industry standards and deliver products and services that meet their needs.
• Excluding requirements that impact quality could result in dissatisfied customers.

6. Holistic Quality Approach:

• The condition encourages organizations to take a comprehensive approach to quality management that addresses all aspects of customer satisfaction.

7. Maintaining a Competitive Edge:

• Organizations that consistently meet customer requirements and deliver high-quality products and services often have a competitive advantage.

8. Building and Sustaining Reputation:

• The organization’s reputation is built on its ability to consistently provide quality products and services.
• Excluding critical requirements could damage this reputation.

In summary, while the ISO 9001 standard allows for the exclusion of certain requirements under specific circumstances, it’s important to ensure that such exclusions do not compromise the organization’s commitment to quality and customer satisfaction. The condition helps strike a balance between customization and adherence to essential quality requirements, ultimately contributing to the organization’s success in delivering value to its customers and stakeholders.

Documented Information Requirement

The scope of the Quality Management System (QMS) should be documented in a clear and concise manner to ensure that all relevant stakeholders understand the boundaries and applicability of the QMS. Here’s a step-by-step guide on how to document the scope of the QMS:

1. Scope Statement: Start by preparing a scope statement that provides a brief and accurate description of the scope of the QMS. This statement should outline the key products, services, processes, and activities that fall within the scope.
2. Inclusions and Exclusions: Clearly specify what is included and excluded from the QMS scope. This can help manage expectations and prevent misunderstandings.
3. Applicability Criteria: Describe the criteria used to determine whether a particular process or activity is within the QMS scope. This could include factors like relevance to product quality, customer requirements, regulatory compliance, etc.
4. Industry Context: Provide a brief overview of the industry or sector in which the organization operates. This context helps stakeholders understand the external environment that influences the QMS scope.
5. Organizational Context: Describe the organization’s structure, size, locations, and any relevant internal factors that impact the QMS scope. This provides a clear picture of the internal context.
6. Stakeholder Considerations: Mention how the requirements of relevant interested parties have been considered in defining the QMS scope. This shows alignment with stakeholder expectations.
7. Product and Service Description: Briefly describe the main products and services offered by the organization that are covered by the QMS scope. This helps stakeholders understand the organization’s core activities.
8. Regulatory and Legal Considerations: Mention any relevant regulations, standards, or legal requirements that influence the QMS scope. This demonstrates a commitment to compliance.
9. Process Overview: Provide a high-level overview of the key processes that are within the QMS scope. This helps stakeholders understand how the organization operates.
10. Leadership Approval: – Include a section indicating that the QMS scope has been reviewed and approved by organizational leadership.
11. Document Control: – Clearly indicate the version number, date, and any revision history associated with the scope document.
12. Distribution and Access: – Specify how the scope document will be distributed and accessed within the organization. This ensures that relevant parties can easily refer to it.
13. Document Format: – The scope document can be prepared in various formats, such as a formal document, presentation, or infographic, depending on the organization’s communication preferences.
14. Regular Review: – Mention that the QMS scope will be periodically reviewed and updated as needed to ensure its accuracy and alignment with organizational changes.
15. Document Signatures (if applicable): – If required by organizational policies, include signatures of authorized personnel to validate the document.The scope document should be easily understandable and accessible to all relevant stakeholders, both internal and external. It serves as a foundational document that guides the organization’s quality management efforts and ensures alignment with the organization’s strategic direction, customer expectations, and regulatory requirements.

Example of Scope of QMS

Here’s an example of a scope statement for a Quality Management System (QMS) based on a fictional manufacturing company that produces electronic devices:

Scope of Quality Management System (QMS) – ABC ElectronicsABC Electronics is committed to delivering high-quality electronic devices to our customers. Our QMS encompasses all processes and activities related to the design, production, and distribution of our electronic devices. This scope covers our main product lines, which include smartphones, tablets, and smart home devices.

Inclusions:

• Design and development of electronic devices
• Procurement of components and materials
• Manufacturing and assembly processes
• Quality control and testing of finished products
• Packaging and labeling of products
• Distribution and delivery to customers
• Customer support and service related to our products

Exclusions:

• Internal administrative processes unrelated to product quality
• Activities related to subsidiaries not engaged in electronics manufacturing
• Services provided by third-party vendors not directly related to our products

Applicability Criteria: Our QMS scope applies to all electronic devices manufactured at our main facility. The scope is determined based on the importance of the processes to product quality, customer satisfaction, and regulatory compliance.

Industry Context: ABC Electronics operates in the consumer electronics industry, which is characterized by rapid technological advancements and evolving customer preferences.

Organizational Context: Our organization comprises a single manufacturing facility with a workforce of approximately 500 employees. We are focused on producing innovative and reliable electronic devices that meet customer needs.

Stakeholder Considerations: The requirements of our customers, regulatory authorities, and industry standards have been considered when defining our QMS scope. We are committed to meeting customer expectations and delivering products that comply with relevant regulations.

Regulatory and Legal Considerations: Our QMS aligns with ISO 9001:2015 standards and relevant industry regulations. Compliance with these standards is essential for maintaining product quality and customer trust.

Process Overview: Our key processes include product design, component procurement, assembly, testing, and distribution. Each process is designed to ensure product quality, safety, and performance.

Leadership Approval: This scope document has been reviewed and approved by [Name], [Title], on [Date].

Document Control: Version: 1.0 Date: [Date]

Distribution and Access: This document is accessible to all employees through our document management system.

Regular Review: This scope will be reviewed annually and updated as needed to ensure its accuracy and alignment with organizational changes.

[Signature]

[Name]

[Title]

[Date]

Please note that this example is fictional and meant for illustrative purposes. The actual scope statement should be tailored to reflect the unique characteristics and context of your organization.