What is a "Quality Policy"?

[RussG1961]

I know this is going to sound stupid, but...

What is the "quality policy"?

Every QSM has a section in it labeled "Quality Policy" but it is usually more of a summary or statement.

Is there usually a separate document that is the "quality policy"

Example:
5.3 Quality policy
Top management ensures that the quality policy is communicated to all
employees. It is included in new employee training and training on the QMS.

It is posted in prominent places throughout the facility to maintain high standards within our organization.

Management reviews the quality policy at each management review meeting to determine the policy’s continuing suitability for our organization.

The Quality
Policy is documented on A-500-001, Quality Policy.
_______________________________________________________________________________________

By this example i come away understanding that this section found in a company's Quality Manual is only a statement and it makes reference to the actual tangible "Quality Policy" that is document number A-500-001

Am i correct or way off base?

Can i assume that the "quality Policy" is actually the complete QMS in writing?


Thanks: Russ G

 

[Marc]

It is essentially a statement. You might want to review some of these existing Quality Policy discussion threads.

The key is that each line item has a measurable and objective(s).

 

[RussG1961]

Thanks Marc.

I will study the threads. Cheers

 

[Bill Mitchell]

A simple answer to what is a quality policy:

Top management's expression of its intentions, direction, and aims regarding quality of its products and processes.

This should be clearly defined and communicated to employees. Auditors will ask employees about the quality policy during the audit. Generally they are looking for an understanding by employees of upper managements commitment and the plan to carry this through.

 

[hogheavenfarm]

Sometimes this is embodied in a "Mission statement" as well. Company 'Vision' is similar. Bills explanation is to the point, it needs to be short, memorable, and measurable. Something like "Right the first time, on time, every time" , which are all measurable aspects.

 

[RussG1961]

Thanks Bill, I appreciate the input.

Here is the example of a Quality Policy that i had originally wrote for our company.

________________________________________________________________________________________
XXXXXX Company, Quality Assurance Manual

2.0 POLICY and OBJECTIVES

XXXX Company’s quality policy is designed to achieve sustained, profitable growth by providing services, which consistently satisfy the needs and expectations of its customers.

This level of quality is achieved through the adoption of a system of procedures that reflect the competence of the company to existing customers, potential customers, and independent auditing authorities.

Achievement of this policy involves all staff, which is individually responsible for the quality of their work, resulting in a continually improving work environment and a quality standard for all.

This policy is provided and explained to each employee by any or all of the Quality Management Team.

To achieve and maintain the required level of quality, the Managing Director retains responsibility for the Quality System while the Quality Manager controls routine operation.

The objectives of the Quality Assurance System are:

a) To maintain an effective Quality Management System complying with International Standard ISO 9001:2008

b) To achieve and maintain a level of quality which enhances the Company's reputation with customers.

c) To ensure compliance with relevant statutory and safety requirements.

d) To endeavor, at all times, to maximize customer satisfaction with the services provided by Emerson Grinding Company.
________________________________________________________________________________________

This was my first ever attempt and i am likely going to re-write it.

We met with a consultant and he pointed out that it isn't headed under the same (clause number as the ISO 9001:2008 (5.3). At first this seemed picky but then he explained it would be much easier during an audit to already have that clause number in our head when the auditor asked if we had a quality policy?

It made sense after he explained it.

However he made no attempt to critique my attempt even when i asked directly if it would pass. He just simply directed a question to another party that was present in the meeting.

If anyone would like to beat my attempt down, feel free. I am here to learn.

Thanks

Russ G

 

[psyched1]

Good start but I have always believed that the Quality Objectives should be measurable. I have in the past used this to drive the development and use of metrics into management review.

For example the typical objectives are Saftey, Quality, Productivity, Teamwork and Customer Satisfaction. During our Management Reviews Department Heads present their metrics related to those objectives and we determine action items to improve the Quality Management System. This provides ownership throughout the management review process for all participants.

 

[Marc]

Yup - I doubt anyone gets through an audit unless each line item of their quality policy has a measurable and objective(s).

 

[Tyler]

Yup - I doubt anyone gets through an audit unless each line item of their quality policy has a measurable and objective(s).

Is this still the case? I am reading ISO9001:2015 and I don't see anything in section 5.2.1 regarding the quality policy needing to be measurable. Was this a requirement of the past?

I am greatly confused by what the quality policy should be. In some threads (including this one) it is suggested that it is a short statement expressing a high-level, measurable goal (e.g., a slogan or motto). Other threads suggest that it should be longer (about a page in length) and include general statements from upper management about goals and commitment to the QMS. Based on what I see in ISO9001:2015 it seems like the latter is more appropriate given 5.2.1 c) and 5.2.1 d).

5.2.1 Establishing the Quality Policy
Top management shall establish, implement, and maintain a quality policy that:
a. is appropriate to the purpose and context of the organization and supports its strategic direction;
b. provides a framework for setting quality objectives;
c. includes a commitment to satisfy applicable requirements;
d. includes a commitment to continual improvement of the quality management system.

My organization's current quality policy satisfies all of the clauses above, but it does not include any specific measurable objectives. We have never been written up on it, but that doesn't mean it is right.

 

[Marc]

Since your auditor is happy with your quality policy and has no requirements for any measureables or objectives, there isn't anything I can say.

Please share your quality policy here and some folks will comment on it.