How to formulate the corporate quality policy and objectives?

[Bob the QE]

I agree with most post's, keep it simple. Train your employees (6 or 600) to talk to the policy. If "Quality is job 1" or your goal is to WOW the customer, then all employees should be able to speak to what makes it job 1 or what makes up the WOW. If this is accomplished and the matrix supports the talking point(s). You hit it out of the park. IMO.

 

[jdjobe]

Hi,

This forum has been a phenominal source of information as I've been developing an ISO 9001 QMS for my company. Thanks!

I have this question: I see many refer to "measurable" objectives as having numbers or percentages associated with them, but does that apply to the very top level objectives one would include in the quality manual?

My company's top objectives are that we want to maximize value to the customer, value to the stakeholders, and value to the employees. It would seem to me that all of those things are measurable (i.e. customer satisfaction, cost-effective production and profit, employee benefits, etc.) and suitable for top level objectives, while lower level objectives should be things that are measurable againsts a reference value (i.e. % on time shipping, % defect, etc.)

I use the search function often, but this answer has eluded me...perhaps the enormous thread lengths cause my eyes to glaze over...

Any guidance would be wonderful.

Thanks!
Jim

 

[Stijloor]

I have this question: I see many refer to "measurable" objectives as having numbers or percentages associated with them, but does that apply to the very top level objectives one would include in the quality manual?

Hi Jim!

Welcome to The Cove Forums!

Please come back often and tell your colleagues about this great source.

To answer your question: Yes, the top-level objectives can be included in the Quality Manual.

Hope this helps.

Stijloor.

 

[joshua_sx1]

Hi,

I have this question: I see many refer to "measurable" objectives as having numbers or percentages associated with them, but does that apply to the very top level objectives one would include in the quality manual?

...it does...

…what I suggest is to make your objectives as part of your manual index… so you won’t need to amend you manual every time you are going to change or revise your objectives…

 

[samarley]

Here is ours..


(XXX) is committed to providing world-class quality products and services that meet or exceed customer requirements and expectations. We will direct continuous improvement by measuring our customer and supplier feedback, monitoring key performance metrics, auditing our Quality System, and regularly reviewing our business objectives.

 

[jdjobe]

...it does...

…what I suggest is to make your objectives as part of your manual index… so you won’t need to amend you manual every time you are going to change or revise your objectives…

Thanks for you posts.

Ok, so what you are saying is that the top level objectives SHOULD have a reference to measure against (i.e. 100% or zero, etc.), and should not just be something like "Maximize value to the customer, maximize value to the stakeholders," etc.

I guess the thing that trips me up is actually the definition of measurable. Any help?

Thanks

 

[Stijloor]

I guess the thing that trips me up is actually the definition of measurable. Any help?

Thanks

Measurable means that you can express performance using actual numbers (variables) instead of ambiguous attributes.

Hard to argue about actual numbers.

Stijloor.

 

[Bob the QE]

Another suggestion is if your management likes to use short or catchy phrases such as "Total Customer Satisfaction" or "Quality is Job 1", the organization should be able to talk to that point. Your policy does not have to read like a quarterly investors meeting. Example may be: Quality Job 1 means we will deliver product on time (measurable or deliverable objective: on time deliveries), provide quality parts (measurable or deliverable objectivebjective reduce scrap pcts). My bottom line is our policy and objectives have to line up, how we line them up is our task.

Good luck

 

[howste]

We've had this discussion in other threads. Some time ago I posted a matrix that I use to help with this. http://elsmar.com/Forums/attachment.php?attachmentid=7013

 

[Bob Bonville]

Quality Policy - The standard outlines what the Quality Policy shall ensure. Why not have some fun with it and make it a contest within your company. Provide groundrules, list the requirements of the standard, show some typical (rather short) examples of what other companies do, and solicit your people. Create a board of judges from among your ranks and give folks a month or so to come up with some suggestions. Winner gets a flat panel color TV or a Volkswagon etc.

Quality Objectives:

I agree with most of those who responded to your post. Keep them top level, something like this:

- No escapes/field returns
- 100% on time delivery
- 100% customer demo success
- No major audit findings
- No customer complaints
- No lost time accidents


When you build more history with your program you can get more detailed and diverse with your quality objectives.