5.3 Quality Policy for ISO9K2K

[matthew evans - 2002]

Quality policy for ISO9K2K

My organisation is preparing to convert to the new ISO9001:2000. I firstly want to, with the aid of the senior management, define our quality policy and objectives.
We are a manufacturing company. Anyone got ant examples of policy's

Thanks

 

[Marc]

See Quality Policy Measureables - One and
Quality Policy Measureables - Two

A Search here in the forums will yeild a number of other related posts. Check the ISO 9001:1994 and QS9000 forums as well.

[This message has been edited by Marc Smith (edited 11 December 2000).]

 

[Jim Triller]

"We make widgets that:
*Meet or exceed specifications,
*On-time
*In a continuous improvement environment."

Short, direct, relevant to both your customers and your organization and easily measurable.

 

[JohnH]

5.3 Quality Policy

The ISO9000/2000 revision 5.3 for the Quality Policy leaves me puzzled. The requirement asks for five requirements to be fullfilled. Hypothetically,if I change our quality policy to say something like: Company X will comply to ISO9000/2000, will continually improve the quality management system, and will establish and review quality objectives. This technically is all I need as long as I prove that the policy is communicated and understood throughout the organization and that we review it periodically, say in Management Review. This part of the revision seems to be somewhat short of the 1994 requirements. Am I right or wrong? Any thoughts?

 

[John C]

John H,
Most people err on the side of saying only what they want to happen; 'We will make our customers happy. We will become the biggest company in the business'. They don't say how and forget that a policy is a route to a goal, not the goal itself.
You have said how you intend to achieve your goal but you haven't said what the goal is. Maybe the standard has missed it out but I think you should put in what your company's main business objectives are. Then you say you intend to achieve this by...... and go on to say how, as you have above. I think that would be very satisfactory. Of course, some auditors would like to see a lot more, but that's their choice. You have the choice to make it what you want and, what you have said regards the means to achieving your goals, is right on target, especially the objectives because to set and meet measureable objectives that really focus on the business goals and continuous improvment of the QMS
is the basis of meeting the new requirements of ISO 9k2k. Don't forget the 'measurable'.
rgds, John C

 

[JohnH]

Thanks for your insight. It is much appreciaed.

John H

 

[Todd W]

Hi;

The requirements for Quality Policy in 5.3 state that "Top Mgmt shall ensure that the quality policy includes a commitment to comply with requirements and continually improve the effectiveness of the QMS...".

I just took a training class given by a Registrar and they said we needed to change our quality policy because it did not contain verbage that included the words from above... "continual improving the effectiveness of the QMS" I disagree with the Registrar. If our Policy includes a commitment to deliver high quality products and services that ensure customer satisfaction, I think this meets the intent of the standard.

I'd appreciate any comments you have on this.

 

[energy]

John,
I agree with Todd. You must show a "commitment to continually improve the effectiveness of the QMS." To do this, a statement that addresses commitment to continuous improvement should be in the Policy statement. The standard looks pretty clear as to what's required in the policy. JMHO
energy

 

[John C]

Todd,
Commitment to continually improving the DMS is not the same as achieving customer satisfaction.
Let me explain;
You are selling chestnuts on the street corner, a dollar a bag. Your customers are happy. Then another guy on the opposite corner puts up a sign which says 'Chestnuts 75c a bag'.
Your customers are no longer happy. They think you've been cheating them. So they go across the street and buy for 75c. They're happy again, but you're not.
Will you get your customers back or will you go out of business? Either way, you should have been continually improving so that no one could get the jump on you.
It's not enough to keep your customers happy. You're not there to do business but to stay in business. Don't believe me, believe Deming.
rgds, John C

 

[Todd W]

John C & energy;

I appreciate your feedback on the Quality Policy (and would like to hear more). Can you point me towards an example of what you think a good Quality Policy should say? What do you think of the following statement to be included in a Quality Policy:

......on-time delivery of high quality products and services that ensure customer satisfaction. This is achieved by 1)capturing best practice, 2) measuring effectiveness, and 3) continually improving the Quality Management System.

This shows a goal / high-level business objective, a commitment to continual improvement and how it will be achieved.

I've been involved with ISO for about 10 years and have seen several examples of Quality Policies but never gave it much attention compared to the rest of the Quality System. With the new standard and the emphasis on customer focus and continual improvement, it made me take a closer look.

Again, many thanks

Todd