International standard iso 9000

3.12.1
requirement
expression in the content of a document conveying criteria to be fulfilled if compliance with the document is to be
claimed and from which no deviation is permitted
3.1.3 
grade
category or rank given to different quality requirements for products (3.4.2), processes (3.4.1) or systems
(3.2.1) having the same functional use
EXAMPLE Class of airline ticket and category of hotel in a hotel guide.
NOTE When establishing a quality requirement, the grade is generally specified.
3.1.4 
customer satisfaction
customer's perception of the degree to which the customer's requirements (3.1.2) have been fulfilled
NOTE 1 Customer complaints are a common indicator of low customer satisfaction but their absence does not necessarily
imply high customer satisfaction.

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ISO 9000:2005(E)
8
© ISO 2005 – All rights reserved
NOTE 2 Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily
ensure high customer satisfaction.
3.1.5 
capability
ability of an organization (3.3.1), system (3.2.1) or process (3.4.1) to realize a product (3.4.2) that will fulfil
the requirements (3.1.2) for that product
NOTE Process capability terms in the field of statistics are defined in ISO 3534-2.
3.1.6 
competence
demonstrated ability to apply knowledge and skills
NOTE The concept of competence is defined in a generic sense in this International Standard. The word usage can be
more specific in other ISO documents.
3.2 Terms relating to management
3.2.1 
system
set of interrelated or interacting elements
3.2.2