DraftInternalISO 9001ISO 14001ISO 27001
SW-IMS-MAN-004
IMS Manual - Context of the Organization (Clause 4)
Version
1.0
Owner
CEO
Effective Date
TBD
Review Date
TBD
IMS Manual - Context of the Organization (Clause 4)
Document Information
Document ID: SW-IMS-MAN-004
Version: 1.0
Status: Draft
Effective Date: [TBD]
Review Date: [TBD]
Owner: CEO
Approved by: [TBD]
1. Introduction
This section of the IMS Manual describes how Swedwise AB understands its organizational context and determines the needs and expectations of interested parties (stakeholders). This understanding forms the foundation for designing and implementing an effective Integrated Management System.
Alignment with ISO Standards:
- ISO 9001:2015, Clause 4: Context of the Organization
- ISO 14001:2015, Clause 4: Context of the Organization
- ISO 27001:2022, Clause 4: Context of the Organization
2. Understanding the Organization and its Context (Clause 4.1)
2.1 Overview
Swedwise systematically analyzes internal and external issues that affect our ability to achieve the intended outcomes of the IMS. This context analysis informs strategic planning, risk assessment, and objective setting.
Process Reference: SW-IMS-PRO-011 - Context and Interested Parties Procedure
2.2 Internal Context
2.2.1 Company Profile
Company Name: Swedwise AB
Founded: [TBD]
Headquarters: Karlstad, Sweden
Additional Offices: Stockholm, Uddevalla
Employees: Approximately 35 (as of [date])
Ownership: [TBD - Private company / Ownership structure]
Business Model:
- Software licensing (OpenText, Salesforce, other platforms)
- Consulting and implementation services
- SaaS offerings (Swedwise Communications)
- Support and maintenance services
Target Market:
- Large public sector organizations (government, municipalities, healthcare)
- Private sector enterprises (financial services, utilities, manufacturing)
- Geographic focus: Nordic region (primarily Sweden, Norway, Denmark)
Brand Promise: "Make Time For The Good"
- Helping customers automate and optimize business-critical processes
- Freeing staff time for value-added activities
- Delivering reliable, efficient, and secure solutions
2.2.2 Organizational Structure
Management Team:
- CEO: Overall business leadership and IMS accountability
- Management Team: Strategic direction and functional leadership
Organizational Units:
| Unit | Function | Headcount |
|---|---|---|
| Customer Acquisition | New customer sales, business development, marketing | ~[TBD] |
| Customer Development | Account management, customer relationship growth | ~[TBD] |
| Customer Success | Service delivery, implementation, support, onboarding | ~[TBD] |
| Resource Management | Staff allocation, capacity planning, training coordination | ~[TBD] |
| Discipline Forums | Technical expertise (OpenText, Salesforce, etc.) | Cross-functional |
| PMO | Internal project governance and delivery | ~[TBD] |
| Support Functions | Finance, HR, IT, administration | ~[TBD] |
Reporting Structure:
- Relatively flat organizational structure
- Emphasis on autonomy and empowerment
- Cross-functional collaboration through Discipline Forums
- Matrix structure for consultants (report to Resource Management, work in customer projects)
2.2.3 Organizational Culture
Philosophy: "The Machine" framework
- Learning organization emphasizing continuous reflection and improvement
- Agility and adaptability over rigid hierarchy
- Autonomy and trust over command-and-control
- Empowerment of teams and individuals to make decisions
- Collaboration and knowledge sharing
Values:
- Customer Focus: Customer success drives our success
- Quality: Excellence in everything we do
- Integrity: Honest, ethical, and transparent
- Innovation: Continuous learning and improvement
- Sustainability: Responsible stewardship of resources and environment
- Teamwork: Collaboration, respect, and mutual support
Work Environment:
- Mix of office-based, remote, and on-site (at customer locations)
- Flexible working arrangements
- Distributed workforce across three office locations
- Consultants primarily working at customer sites
2.2.4 Strategic Objectives
Growth Strategy:
- Expand SaaS service offerings to meet public procurement requirements
- Grow existing customer accounts through deeper engagement
- Acquire new customers in target verticals (public sector, financial services)
- Increase recurring revenue through SaaS and support contracts
- Maintain high customer retention through quality and service
Capability Development:
- Achieve ISO 9001, ISO 14001, ISO 27001 certifications
- Build mature SaaS operations capability
- Strengthen internal processes and documentation
- Enhance staff competencies through training and certification
- Develop thought leadership in key technology areas
Market Position:
- Recognized leader in OpenText and Salesforce implementations in the Nordic region
- Trusted partner for business-critical solutions
- Differentiation through quality, security, and environmental certifications
- "Make Time For The Good" positioning resonating with customer values
2.2.5 Resources and Capabilities
Human Resources:
-
Strengths:
- Deep technical expertise in OpenText, Salesforce, and business integration
- Experienced consultants with long customer relationships
- Learning culture fostering continuous improvement
- Nordic language capabilities (Swedish, Norwegian, Danish, English)
-
Limitations:
- Small workforce (~35) limits capacity and redundancy
- Resource conflicts between customer work and internal initiatives
- Externally-focused staff (limited availability for internal projects)
- Recruitment challenges in competitive Nordic IT market
Technical Resources:
- Cloud infrastructure partnerships (AWS, Azure, Google Cloud)
- Data center partnership (Entiros, Sweden) for SaaS hosting
- Development tools and platforms
- Monitoring and management tools
Financial Resources:
- [TBD - Financial position, access to capital, constraints]
Knowledge and Intellectual Property:
- Implementation methodologies and best practices
- Customer solutions and templates
- Integration patterns and code libraries
- Industry and vertical expertise (public sector, financial services)
2.2.6 Process Maturity
Current State:
| Process Area | Maturity Level | Notes |
|---|---|---|
| Quality Management | Level 2 (Repeatable) | Informal processes; not documented systematically; some repeatability through individual expertise |
| Environmental Management | Level 1 (Initial) | Ad-hoc; minimal formalization; reactive compliance |
| Information Security | Level 2 (Repeatable) | Some processes in place; not comprehensive or formalized for ISO 27001 |
| SaaS Operations | Level 1-2 (Initial to Repeatable) | New service; building operational maturity; monitoring in place but processes evolving |
| Documentation | Level 1 (Initial) | Weak; historically limited documentation of processes and procedures |
| Training and Competence | Level 2 (Repeatable) | Training occurs but not systematically tracked or managed |
Target State (Post-ISO Certification):
| Process Area | Maturity Level | Timeframe |
|---|---|---|
| All IMS Areas | Level 3 (Defined) | 12-18 months post-certification |
| SaaS Operations | Level 4 (Managed) | 18-24 months (to achieve mature, measured SaaS operations) |
2.3 External Context
2.3.1 PESTLE Analysis Summary
A comprehensive PESTLE analysis is conducted annually (see SW-IMS-PRO-011). Key factors:
Political:
- Stable political environment in Sweden and Nordic region
- Public procurement regulations driving ISO certification requirements
- Government digitalization initiatives creating opportunities
- EU regulations influencing Swedish law (GDPR, environmental directives)
Economic:
- Strong Nordic economy supporting IT investment
- Potential economic downturn risk reducing discretionary spending
- Recurring revenue (SaaS, support) providing revenue stability
- Currency fluctuations affecting cross-border business
Social:
- Remote work normalization expanding talent pool
- Work-life balance expectations aligning with "Make Time For The Good"
- Increasing sustainability awareness among customers and employees
- Digital literacy rising, driving demand for automation
Technological:
- Rapid shift from on-premises to cloud and SaaS
- AI and automation presenting opportunities and competitive threats
- Cybersecurity threats increasing (ransomware, phishing, supply chain attacks)
- Continuous technology evolution requiring ongoing learning
- API economy and integration capabilities critical
Legal:
- GDPR (General Data Protection Regulation): Mandatory compliance for personal data processing
- Swedish Data Protection Act: Supplements GDPR with national provisions
- Public Procurement Act: Requirements for quality, environmental, security in public tenders
- Work Environment Act: Health and safety obligations
- Environmental Code: Limited applicability (office-based operations)
- Contractual obligations to customers (SLAs, data residency, security requirements)
Environmental:
- Climate change driving carbon reduction expectations
- Customers increasingly requiring suppliers to demonstrate environmental responsibility
- Limited direct environmental impact (office-based, no manufacturing)
- Indirect impacts: business travel, energy consumption, e-waste
- Opportunity to help customers reduce environmental impact through digitalization
2.3.2 Market and Competitive Landscape
Market Trends:
- Public sector digital transformation accelerating
- High-volume communication needs (government notices, utility bills, financial statements) driving SaaS demand
- Compliance and security requirements favoring certified suppliers
- Sustainability as procurement criterion
- Move toward managed services and outsourcing
Competitors:
| Competitor Type | Examples | Competitive Position |
|---|---|---|
| Large Global Firms | Accenture, Deloitte, Capgemina, CGI | Stronger brand, broader resources; less specialized, higher cost |
| Boutique Nordic Consultancies | [Competitors in region] | Similar size, local focus; differentiation through certifications and SaaS offering |
| In-house IT Teams | Customer internal teams | Direct knowledge, lower cost; limited capacity and expertise |
| Offshore Providers | [India, Eastern Europe] | Lower cost; time zone, language, quality concerns |
Swedwise Competitive Advantages:
- Deep expertise in OpenText and Salesforce
- Nordic presence and language capabilities
- Customer-centric approach and long relationships
- ISO certifications (in progress) demonstrating quality, security, environmental commitment
- SaaS offering for high-volume communications (Swedwise Communications)
- "Make Time For The Good" value proposition
Competitive Threats:
- Larger firms' resources and brand recognition
- Price competition from offshore and in-house teams
- Customer insourcing of capabilities
- New entrants with innovative SaaS offerings
2.3.3 Regulatory Environment
Key Regulations Affecting Swedwise:
| Regulation | Impact | Compliance Approach |
|---|---|---|
| GDPR | High - All customer data processing | ISMS controls, Data Protection Policy, DPO, privacy by design |
| Public Procurement Act | High - Required for public sector tenders | ISO certifications, quality and environmental documentation |
| Work Environment Act | Medium - Employee health and safety | HR policies, work environment risk assessment |
| Environmental Code | Low - Limited direct applicability | Voluntary environmental management (ISO 14001) |
| Tax and Corporate Law | Medium - Corporate compliance | Finance and legal compliance processes |
Industry Standards:
- ISO 9001 (Quality): Required for public procurement, customer expectation
- ISO 14001 (Environmental): Increasingly required or preferred in procurement
- ISO 27001 (Information Security): Critical for SaaS, customer expectation, procurement requirement
2.3.4 Technology Landscape
Cloud Platforms:
- AWS, Azure, Google Cloud: Hyperscaler partners for infrastructure
- Kubernetes: Container orchestration for SaaS platform
- Entiros (Sweden): Data center partner ensuring Swedish data residency
Software Vendors:
- OpenText: Primary technology platform; strategic partnership
- Salesforce: CRM and platform; strategic partnership
- Other platforms: Microsoft, SAP, Adobe, etc.
Cybersecurity Threats:
- Ransomware and malware targeting businesses
- Phishing and social engineering attacks
- Supply chain and third-party risks
- Insider threats (unintentional and malicious)
- Cloud misconfigurations and vulnerabilities
- Data breaches and privacy violations
Technology Evolution:
- AI and machine learning for automation and personalization
- Low-code/no-code platforms
- API-first architectures
- Microservices and containerization
- DevSecOps and continuous deployment
2.4 Context Analysis Process
Frequency:
- Comprehensive analysis: Annually (Q4, before strategic planning)
- Quarterly updates: Part of management review
- Triggered reviews: Significant changes (merger, major market shift, new regulation)
Method:
- Facilitated workshop with Management Team, IMS Owner, department heads
- SWOT analysis (Strengths, Weaknesses, Opportunities, Threats)
- PESTLE analysis (Political, Economic, Social, Technological, Legal, Environmental)
- Competitive analysis
- Regulatory scan
Documentation:
- Context Analysis Report (annual)
- Summary in Management Review minutes (quarterly)
- Stored in IMS Repository
Approval: Management Team
Process Reference: SW-IMS-PRO-011 - Context and Interested Parties Procedure
3. Understanding Needs and Expectations of Interested Parties (Clause 4.2)
3.1 Interested Parties Identification
Swedwise systematically identifies interested parties (stakeholders) who can affect or be affected by our decisions and activities. These interested parties have requirements and expectations relevant to the IMS.
Categories of Interested Parties:
3.1.1 Customers
Current Customers:
- Public sector organizations (government agencies, municipalities, healthcare)
- Private sector enterprises (financial services, utilities, manufacturing)
- End users of customer solutions
Prospective Customers:
- Organizations considering Swedwise services
- Participants in procurement processes
Customer Requirements:
- High-quality service delivery (on-time, on-budget, meeting specifications)
- Expertise and responsiveness
- Data security and privacy (GDPR compliance, confidentiality)
- Service availability (≥99.9% for SaaS)
- ISO certifications (quality, environmental, security)
- Environmental responsibility
- Clear communication and transparency
3.1.2 Employees
Employee Groups:
- Full-time staff (~35 employees)
- Consultants (on-site at customers, remote, office-based)
- Management Team
- New hires
Employee Requirements and Expectations:
- Fair compensation and benefits
- Career development and training opportunities
- Work-life balance ("Make Time For The Good")
- Safe and healthy work environment (physical and psychosocial)
- Meaningful work and autonomy
- Clear roles and expectations
- Supportive culture and team environment
- Job security and business stability
3.1.3 Suppliers and Partners
Key Suppliers:
- OpenText: Software vendor, strategic partner
- Salesforce: Platform vendor, strategic partner
- Cloud Providers: AWS, Azure, Google Cloud (infrastructure)
- Entiros AB: Data center partner (SaaS hosting, Swedish data residency)
- Subcontractors and Freelancers: Supplemental consulting capacity
Supplier/Partner Requirements:
- Timely payment and fair contracts
- Clear communication and partnership approach
- Compliance with vendor agreements
- Mutual business growth
- Professional conduct
Swedwise's Requirements of Suppliers:
- Quality products and services
- Reliability and availability
- Security and compliance (especially for cloud and data center)
- Competitive pricing
- Responsive support
3.1.4 Regulators and Authorities
Regulatory Bodies:
- Integritetsskyddsmyndigheten (IMY): Swedish Data Protection Authority
- Arbetsmiljöverket: Swedish Work Environment Authority
- Skatteverket: Swedish Tax Agency
- Certification Bodies: ISO auditors (quality, environmental, security)
Regulatory Requirements:
- GDPR and data protection compliance
- Work environment health and safety compliance
- Tax and financial reporting compliance
- ISO standard conformance
3.1.5 Owners and Investors
Ownership:
- [TBD - Shareholders, ownership structure]
Owner/Investor Requirements:
- Profitable and sustainable business growth
- Risk management and governance
- Compliance with legal and contractual obligations
- Return on investment
- Strategic direction aligned with market opportunities
3.1.6 Community and Society
Local Communities:
- Karlstad, Stockholm, Uddevalla communities
Society Expectations:
- Employment opportunities and fair labor practices
- Local economic contribution
- Environmental responsibility
- Ethical business conduct
- Corporate social responsibility
3.1.7 Environment
Environmental Considerations:
- Climate change mitigation (carbon footprint reduction)
- Responsible resource use (energy, materials)
- Waste reduction and recycling
- Future generations (sustainability legacy)
3.2 Interested Parties Register
Swedwise maintains an Interested Parties Register documenting:
- Interested party identification
- Requirements and expectations
- Relevance to IMS (QMS, EMS, ISMS)
- Engagement approach
- Monitoring method
Register Reference: SW-IMS-REG-006 - Interested Parties Register
Prioritization: Power-Interest Matrix
- Manage Closely (High Power, High Interest): Customers, employees, management, regulators
- Keep Satisfied (High Power, Low Interest): Key suppliers, owners
- Keep Informed (Low Power, High Interest): Professional associations, community groups
- Monitor (Low Power, Low Interest): General public, peripheral stakeholders
3.3 Requirements Relevant to IMS
Summary of IMS-Relevant Requirements:
| Interested Party | Key Requirements | IMS Relevance |
|---|---|---|
| Customers | - Quality service delivery - 99.9% SaaS uptime - GDPR compliance - ISO certifications - Environmental responsibility |
QMS, ISMS, EMS |
| Employees | - Career development - Safe work environment - Work-life balance - Clear processes |
QMS, ISMS (HR security) |
| Regulators | - GDPR compliance - ISO conformance - Work environment safety |
ISMS, QMS, EMS |
| Owners | - Business growth - Risk management - Compliance |
All |
| Suppliers (Cloud, Data Center) | - Security, availability, compliance | ISMS, QMS |
| Environment | - Carbon reduction - Responsible resource use |
EMS |
How Requirements are Addressed:
- Incorporated into IMS policies, procedures, and controls
- Translated into objectives and targets
- Monitored through KPIs and metrics
- Reviewed in management reviews
- Included in risk assessments
3.4 Monitoring Changes
Interested parties and their requirements evolve. Swedwise monitors through:
Ongoing Monitoring:
- Customer feedback: Surveys, Quarterly Business Reviews (QBRs), support tickets
- Employee feedback: Annual engagement surveys, 1-on-1s, team meetings
- Regulatory updates: Legal monitoring, industry newsletters, certification body updates
- Supplier reviews: Quarterly or annual reviews, SLA monitoring
- Market intelligence: Industry reports, conferences, competitive analysis
Frequency: Quarterly review in management reviews; annual comprehensive update
Process: SW-IMS-PRO-011 - Context and Interested Parties Procedure
4. Determining the Scope of the IMS (Clause 4.3)
4.1 IMS Scope Statement
Based on the understanding of organizational context and interested party requirements, Swedwise has determined the scope of the Integrated Management System.
The IMS Scope:
4.1.1 Activities Covered
- Software license sales and account management
- Consulting and implementation services (OpenText, Salesforce, other platforms)
- SaaS service delivery (Swedwise Communications: OpenText Exstream + Notifications)
- Customer support and success (onboarding, technical support, account management)
- Internal operations and management (finance, HR, IT, PMO, Resource Management)
4.1.2 Locations Covered
- Karlstad (Head Office): [Address]
- Stockholm Office: [Address]
- Uddevalla Office: [Address]
- Remote Work Locations: Employee homes and temporary remote work sites
- Customer Sites: Where Swedwise consultants deliver services
- Data Center: Entiros facility, Sweden (for SaaS platform hosting)
4.1.3 Organizational Units Covered
- All departments and functions within Swedwise AB
- Customer Acquisition
- Customer Development
- Customer Success
- Resource Management
- Discipline Forums
- PMO
- Support Functions (Finance, HR, IT, Administration)
- Management Team
4.1.4 Products and Services Covered
- Software licensing (all vendors and platforms)
- Consulting and implementation services (all customer engagements)
- SaaS services (Swedwise Communications)
- Support and maintenance services (all support contracts)
4.1.5 Management System Standards Covered
- ISO 9001:2015 - Quality Management System
- ISO 14001:2015 - Environmental Management System
- ISO 27001:2022 - Information Security Management System
4.2 Boundaries and Applicability
Included:
- All Swedwise employees (full-time, contractors, temporary)
- All business activities and processes
- All information systems and data (corporate and customer-facing)
- All physical locations controlled by Swedwise
- SaaS infrastructure (hosted at Entiros data center)
Excluded:
- None. No exclusions are claimed from ISO requirements.
Rationale for Scope:
- Comprehensive coverage ensures consistent quality, environmental management, and security across all Swedwise activities
- Scope aligns with customer expectations (ISO certifications for all services)
- Scope supports public procurement requirements
- Scope reflects operational reality (small company, integrated operations)
4.3 Exclusions and Justifications
Current Status: No exclusions claimed.
If exclusions are identified in future:
- Must be justified based on organizational context (e.g., activity not applicable to office-based service company)
- Cannot affect ability to deliver conforming products/services
- Cannot absolve Swedwise from meeting customer, legal, or regulatory requirements
- Must be approved by Management Team and documented here
- Must be acceptable to certification body
Potential Future Considerations (none currently apply):
- ISO 9001 Clause 8.3 (Design and Development of Products): Could be excluded if Swedwise offers only implementation of vendor products without custom development. Current Status: Not excluded; SaaS platform involves design and configuration.
4.4 Scope Review
The IMS scope is reviewed:
- Annually: During context analysis (Q4)
- When significant changes occur: New services, new locations, organizational restructuring, mergers/acquisitions
- During management review: Quarterly assessment of scope appropriateness
- Before certification/surveillance audits: Verification of scope accuracy
Approval: Management Team
Documentation: This section of IMS Manual (updated as needed)
Communication: Scope communicated to all staff and made available to certification body and interested parties
5. IMS and its Processes (Clause 4.4)
5.1 Process Approach
Swedwise manages the IMS as a network of interconnected processes. Each process has:
- Inputs: Resources, information, or materials entering the process
- Activities: Work performed to transform inputs
- Outputs: Results delivered by the process
- Controls: Policies, procedures, metrics governing the process
- Ownership: Designated process owner accountable for performance
- Interactions: Links to other processes (upstream inputs, downstream outputs)
5.2 IMS Process Model
The IMS processes are organized into categories:
5.2.1 Management Processes
Processes that provide direction, governance, and oversight:
| Process | Owner | Description | Reference |
|---|---|---|---|
| Strategic Planning | CEO | Define vision, strategy, objectives | Management review |
| Management Review | CEO | Review IMS performance, make decisions | SW-IMS-PRO-004 |
| Risk Management | CISO, Quality Lead, Environmental Lead | Identify, assess, treat risks | SW-IMS-PRO-002 |
| Context and Stakeholder Analysis | IMS Owner | Understand context, interested parties | SW-IMS-PRO-011 |
| Communication | Management Team | Internal and external communication | SW-IMS-PRO-XXX |
5.2.2 Operational Processes
Core processes that deliver value to customers:
| Process | Owner | Description | Reference |
|---|---|---|---|
| Sales and Business Development | Customer Acquisition Lead | Identify opportunities, win customers | [TBD] |
| Account Management | Customer Development Lead | Grow existing customer relationships | [TBD] |
| Project Delivery | Customer Success Lead | Implement customer solutions | [TBD] |
| SaaS Service Delivery | Service Delivery Manager | Operate Swedwise Communications platform | SW-IMS-PRO-XXX |
| Support and Incident Management | Customer Success Lead | Provide technical support, resolve incidents | SW-IMS-PRO-XXX |
| Customer Onboarding | Customer Success Lead | Onboard new customers to SaaS platform | [TBD] |
5.2.3 Support Processes
Processes that enable operational effectiveness:
| Process | Owner | Description | Reference |
|---|---|---|---|
| Document Control | IMS Owner | Manage IMS documentation | SW-IMS-PRO-001 |
| Competence and Training | Resource Management Lead | Ensure staff competence, provide training | SW-IMS-PRO-XXX |
| Resource Allocation | Resource Management Lead | Assign staff to projects and activities | [TBD] |
| Procurement and Supplier Management | [TBD] | Select, manage suppliers | SW-IMS-PRO-XXX |
| IT Infrastructure Management | IT Manager | Manage corporate IT systems | [TBD] |
| HR Management | HR Lead | Recruit, onboard, manage employees | SW-ISMS-POL-006 (HR Security) |
5.2.4 Monitoring and Improvement Processes
Processes that measure performance and drive improvement:
| Process | Owner | Description | Reference |
|---|---|---|---|
| Monitoring and Measurement | Quality Lead, CISO, Environmental Lead | Track KPIs, collect performance data | SW-IMS-PRO-006 |
| Internal Audit | IMS Owner | Verify IMS conformance and effectiveness | SW-IMS-PRO-003 |
| Nonconformity and Corrective Action | IMS Owner | Address nonconformities, prevent recurrence | SW-IMS-PRO-005 |
| Continual Improvement | IMS Owner | Identify and implement improvements | SW-IMS-PRO-XXX |
| Customer Feedback | Quality Lead | Gather, analyze customer satisfaction | SW-IMS-PRO-XXX |
5.3 Process Interactions
Processes are interdependent. Key interactions:
Example: Customer Project Delivery Process
| Interaction Point | Upstream Process | Downstream Process |
|---|---|---|
| Input | Sales: Customer requirements, contract | Project Delivery: Implementation plan |
| Resource | Resource Management: Consultants assigned | Project Delivery: Staff working on project |
| Control | Risk Management: Project risks assessed | Project Delivery: Risk mitigation in plan |
| Support | Document Control: Templates, procedures | Project Delivery: Use of procedures |
| Output | Project Delivery: Completed solution | Customer Support: Ongoing support begins |
| Measurement | Monitoring: Project KPIs tracked | Improvement: Lessons learned captured |
Process Interaction Map: Visual representation of process interactions maintained in IMS Repository.
5.4 Process Ownership and Accountability
Each critical process has a designated Process Owner who:
- Ensures the process is documented and understood
- Monitors process performance against objectives
- Identifies and implements improvements
- Ensures resources are available
- Reports performance to management
Process Ownership Matrix: Maintained in IMS Repository, reviewed annually.
5.5 Process Performance
Processes are measured using relevant KPIs. Performance is:
- Monitored regularly (monthly, quarterly, or real-time depending on process)
- Reported in management reviews
- Analyzed for trends and improvement opportunities
- Compared to objectives and targets
Process Performance Dashboard: Maintained by Quality Lead, reviewed in management reviews.
5.6 Documented Information for Processes
Each critical process is supported by documented information:
| Documentation Level | Examples |
|---|---|
| Policies | High-level direction (e.g., Quality Policy, Information Security Policy) |
| Procedures | Step-by-step "what" and "who" (e.g., SW-IMS-PRO-003 Internal Audit Procedure) |
| Work Instructions | Detailed "how" (e.g., checklists, templates) |
| Records | Evidence of execution (e.g., audit reports, training records) |
Documentation is controlled according to SW-IMS-PRO-001 - Document Control Procedure.
6. Integration Across Management Systems
6.1 Unified Approach
Swedwise's IMS integrates quality, environmental, and information security management systems into a single coherent framework:
Common Elements:
- Single context and stakeholder analysis (this document)
- Integrated risk management (SW-IMS-PRO-002)
- Unified document control (SW-IMS-PRO-001)
- Combined internal audit program (SW-IMS-PRO-003)
- Integrated management review (SW-IMS-PRO-004)
- Shared corrective action process (SW-IMS-PRO-005)
Discipline-Specific Elements:
- Quality (QMS): Customer satisfaction, project delivery, SaaS performance
- Environmental (EMS): Environmental aspects (travel, energy, waste), objectives
- Information Security (ISMS): Risk assessment, controls, incident management
6.2 Alignment with Business Strategy
The IMS is not a separate "compliance system" but is integrated with business strategy:
- IMS objectives align with strategic business objectives
- IMS processes are the business processes (not parallel bureaucracy)
- IMS supports business goals (customer satisfaction, growth, risk management)
- IMS enables market access (public procurement, customer requirements)
7. Document Control
7.1 Document Information
| Attribute | Value |
|---|---|
| Document ID | SW-IMS-MAN-004 |
| Title | IMS Manual - Context of the Organization (Clause 4) |
| Owner | CEO |
| Approver | CEO |
| Classification | Internal |
| Review Frequency | Annual |
7.2 Version History
| Version | Date | Author | Changes | Approved By |
|---|---|---|---|---|
| 1.0 | [TBD] | [IMS Owner name] | Initial creation for ISO certification | [CEO name] |
7.3 Approval
Next Review Date: [TBD - typically 12 months from effective date]
| Role | Name | Signature | Date |
|---|---|---|---|
| CEO | [TBD] | ||
| IMS Owner | [TBD] |
8. Related Documents
IMS Manual Sections:
- SW-IMS-MAN-001: Introduction and Overview
- SW-IMS-MAN-005: Leadership (Clause 5)
- SW-IMS-MAN-006: Planning (Clause 6)
Policies:
- SW-IMS-POL-001: Integrated Management System Policy
- SW-QMS-POL-001: Quality Policy
- SW-EMS-POL-001: Environmental Policy
- SW-ISMS-POL-001: Information Security Policy
Procedures:
- SW-IMS-PRO-011: Context and Interested Parties Procedure
- SW-IMS-PRO-002: Risk Assessment Procedure
- SW-IMS-PRO-001: Document Control Procedure
- SW-IMS-PRO-004: Management Review Procedure
Registers:
- SW-IMS-REG-006: Interested Parties Register
- SW-IMS-REG-001: Risk Register
Supporting Documents:
- Context Analysis Report (annual)
- IMS Scope Statement (this document, Section 4)
- Process Interaction Map
- Process Ownership Matrix
This document is approved by Swedwise AB management and is effective from the date specified above.