If you're new here, you may want to subscribe to my RSS feed. Thanks for visiting!

Element 5.3 of ISO 9001 Standard requires an organization to establish a quality policy. More specifically, the standard requires: “The management” of an organization to “ensure that the quality policy”:

- Is appropriate to the purpose of the organization;

- Includes a commitment to comply with requirements;

- Includes a commitment to continual improvement of the effectiveness of the QMS;

- Provides a framework for establishing and reviewing quality objectives;

- Is communicated and understood within the organization;

- Is reviewed for continuing suitability

One my ask, why do we even talk about this requirement of ISO 9001 2000 standard? I believe, there is a very good reason to do so. Quality policy defines the top-level commitment of your company’s management to establish a quality management system in accordance with a particular standard. In other words, what standard will you write your quality manual for, if your quality policy did not specify it? Another reason to talk about it is that most quality policies, per my experience as a consultant and an auditor, do not meet requirements of the standard.

To demonstrate my point, let’s go to the Internet and check a few quality policies. Search for “iso 9001 quality policy” and you will find a list of companies that posted their quality policies on their Websites.

“[Company name] is committed to serve it’s customers and meet their needs and expectations in the design, manufacture and supply of reliable and innovative technologies and products for [product descriptions] using modern management, engineering and material sciences. [Company name] is committed to continuing improvement of it’s products and services to achieve increased customer satisfaction as well as to ensure compliance with the requirements of the Quality Management System and it’s continuing improvement.” Assuming that this quality policy is appropriate to the purpose of the organization and is communicated, these two requirements are met. Customer needs and expectations may be considered as requirements, so this requirement is also addressed. However, commitment to continual improvement of the effectiveness of the QMS, provision of a framework for reviewing quality objectives and commitment to review quality policy for continuing suitability are apparent.

Let’s take a look at another quality policy: “We at [Company name] are committed to value oriented quality from the perspective of the customer. Quality of workmanship and service are encouraged without adding unduly to cost. Quality is primarily dependent upon individual commitment and acceptance of responsibility by each employee for the quality of the products and services offered, both internal and external to the company. Efforts of continuous improvement focus on enhancement of product and process reliability and customer satisfaction.” Besides questionable language, this quality policy really does not have anything to do with ISO 9001 2000 standard requirements. If we compare it to the set of requirements, we probably will not find a single requirement that is addressed in this policy.

One of my clients came up with a quality policy that won my The Worst Quality Policy Grand Prize. They simply said: “I improve the Quality of Patient Care and all things [Company name]” No! I am not kidding and I did not misspelled or took any words out of this sorry example! Obviously, this quality policy does not meet standard requirements.

Popularity: 4% [?]

Bookmark to: