New Quality Policy - Feedback Wanted

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I

IEGeek - 2006

#12
My first shoot from the hip response upon reading this was "this is more of a "Mission Statement" or a "Core Values" statement that would be posted in the lobby with pretty calligraphy, or as a byline on your webpage." Upon reading the other posts from the Covers, I have some additional thoughts.

1) You mentioned that you did not think any customer has ever seen it or asked for it. If they did, would you comply quickly? And if you did, would they see it is a marketing pitch or as a quality policy?

2) You mentioned that you do not have the cojones to show this to your boss. Why not? If you are the Quality Manager, is it not your responsibility to advise him on Quality functions and activity?

3) As I read the Quality Policy, it was evident that the last line was added to meet a requirement and not as an integral part of the company policy. Most team members in a company barely know the company has a "Mission Statement" let alone work by it. Is this the case where you are?

4) I agree with Wes wholeheartedly. As a business pitch, it is not very good. You are going to listen to me, WOW thanks. As a polysylballic statement, a prep school kid could do better. As for the employees, what about me?

5) I do not think you will garner a Non-conformance for the way it is currently written, however it could be revised to more accurately reflect what your company can and will do in regards to Quality, Business Acumen, and Sustainability.

Just some thoughts.....
 
B

Bridget

#13
Quality Policy Requests

Wes,
You seem shocked that none of our customers have asked for our policy. About 90% of our business is with Canada, Australia, and the EU, all countries who know we have these documents but it seems that our certificates, mostly the declaration of confomity, are what they request.

By the way I checked out some of the links at the bottom of this thread and found an almost identical one to ours as well as many other lengthy policies. One even included a statement about competitive pricing.

I made a typo on one sentence, it should state Knowledable technical support. Our type of business requires that we know a lot about our products as well as the others that are used in conjunction with them. We have customers ask what they should use in a certain situation so I think that knowledable technical support is important and has always scored well on our customer surveys that are derived from the policy.

IEGEEK
1. Yes, I would provide a copy of the policy asap to any customer who asked.
2. Okay I would not show this post to the owner who wrote it out of respect but I will discuss it to the Director of Operations in an attempt to obtain his support in changing it.
3.I feel the same way, he just added it onto the existing policy, but I wanted to see what he would do before I attempted a draft of my own.
4. I will have to think about your input on this issue.
5. Yes I agree.

I may not have answered all of everyones questions but I will use your feedback and answers for the final review of the policy. I appreciate the honesty that was expressed in this post. Thanks to all of you.
Bridget
 

Wes Bucey

Quite Involved in Discussions
#14
Whatever works for you

Bridget said:
Wes,
You seem shocked that none of our customers have asked for our policy. About 90% of our business is with Canada, Australia, and the EU, all countries who know we have these documents but it seems that our certificates, mostly the declaration of confomity, are what they request.
Not shocked - I've never found anyone who cared about a company's "Quality Policy" except a clerk who needed to fill a space in a supplier file folder.

By the way I checked out some of the links at the bottom of this thread and found an almost identical one to ours as well as many other lengthy policies. One even included a statement about competitive pricing.
My mom used to say, "If your friends jumped in the lake, would you jump in, too?" (This was next to Lake Michigan, which has about a four week swimming season when the water is warm enough to survive a dip.) Just because someone else does it, does NOT make it correct or effective. I can still take you to places with the "big honkin' binder" - and those are just laughable.
I made a typo on one sentence, it should state Knowledable technical support. Our type of business requires that we know a lot about our products as well as the others that are used in conjunction with them. We have customers ask what they should use in a certain situation so I think that knowledable technical support is important and has always scored well on our customer surveys that are derived from the policy.
You probably mean "knowledgeable".

I may not have answered all of everyones questions but I will use your feedback and answers for the final review of the policy. I appreciate the honesty that was expressed in this post. Thanks to all of you.
Bridget
 
M

mickb

#15
Your top management seem to forget one thing, ISO 13485 also says:

5.3 Quality policy

Top management shall ensure that the quality policy...

d) is communicated and understood within the organization, and...

it seems to me that if the people in this forum have problems with it then your shop floor personnel may well have the odd difficulty.

So many times the Cove members use the acronym K.I.S.S and that is what a Quality Policy should be.

Any employee should stand a chance of being able to give an external auditor a reasonable explanation of the QP. Even if all they say is something like, Oooh err yes, high quality, improvement, customer satisfaction and sticking to the regulations, something like that, mmmmm, it is on the first page of our Quality Manual and there is a poster in reception.

Otherwise it is not effectively communicated or understood, and an external auditor may well see this as a non-conformance.

Why not try this approach to get Top Management to simplify and abbreviate the QP.

Mick B
 
S

surendro - 2009

#16
Since the Quality Policy is supposed to be read, understood and acted upon by all those who are concerned with it which also includes workers, it should be simple.

More over since the standard is all about customer satisfaction, it should also emphasise the same.

In the light of above, I would reword the Quality Policy as under:

"XYX Company is dedicated to total customer satisfaction by providing the right quality products, at the right price and time the customer needs it.

The Company achieves this by continually upgrading its production/Service facilities and the Quality Management System."

Surendro
 
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