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
Despite the fact that these requirements appear to be rather simple, most companies I worked with as a consultant or an auditor, had difficulties with documenting their ISO 9001 quality policies by not addressing all the requirements above. Establishing a quality policy that, as a minimum, addresses all the requirements above is important because of our commitment to establish a QMS that comply with a given standard. Therefore, we have to adhere to it's requirements. What if our quality policy does not require its review "for continuing suitability"? Most likely that this review will not be done.
To illustrate my point, I invite you to browse the Internet and see what you find in response to "iso 9001 quality policy". If you are not at the computer, I will help you. Your search will show a list of companies that chose to post their quality policies on their Websites. Let's review a few examples:
"We at [company name] believe in total quality. We are committed to achieve total customer satisfaction. To fully realize this commitment we shall strive to: understand needs and expectations of our valuable customers through constant communication and exchange the process details with them; spread detailed knowledge about [] culture and art through out the world through our handicraft items; facilitate growth of local artists in the region; continually comply with the requirements of ISO 9001 : 2000 and improve effectiveness of our QMS." Comparing this set of commitments to the requirements of the standard, you should notice that perhaps the only requirement that is addresses here is to continually improve the effectiveness of the quality management system. While all those "believes" in customer service, understanding their needs and facilitation of growth of their artists are admirable, this quality policy does not meet requirements of ISO 9001:2000 standard.
Another example: "Quality is the heart of our business and key to our goal of total customer satisfaction. Therefore it is our policy to: Consistently provide valued products and services that meet the current and future needs of our customers and suppliers; support each other in the daily use of quality systems, processes and methods to improve every activity constantly and forever; continuously look for means to construct change which provides for significant improvements in quality beyond what can be achieved by continuous improvement methods alone." As you can see, this quality policy did not address any, I think, of the requirements of the standard. Can you imagine their quality manual or the entire quality management system?
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.
About the Author:
Mark Kaganov is a Director of Operations and a Lead Consultant with Quality Works. Before you spend your time into developing or tuning up your quality policy, make sure you check our ISO 9001 2000 Quality Policy.
No comments:
Post a Comment