Objectives and Policy - Satisfying the 'Objectives' Requirements

[engjane]

Ive been working with a company for a few weeks now on their upgrade to TS (2002) from QS .
We are having a large headache right now over the policy and objectives

The management want to keep the existing policy
"to exceed internal and external Customer expectations in all we do"

they are happy to add in the magic words "continually improve" but thats about all

Would it be reasonable to extract, from that policy, the following "objectives"

1) customer focus
2) safety first
3) involvement of people
4) value to shareholder

(I personally dont think its viable but Im too close to it now)

Do these 4 headings, if they're any good, need to have goals?

eg OTD, zero accidents, exceed share return price, and so on

Any comments would be gratefully recieved especially if theyre quotable to the management!

 

[Marc]

Your current policy in its entirety is "to exceed internal and external Customer expectations in all we do"?

 

[Sam]

Ive been working with a company for a few weeks now on their upgrade to TS (2002) from QS .
We are having a large headache right now over the policy and objectives

The management want to keep the existing policy
"to exceed internal and external Customer expectations in all we do"

they are happy to add in the magic words "continually improve" but thats about all

Would it be reasonable to extract, from that policy, the following "objectives"

1) customer focus
2) safety first
3) involvement of people
4) value to shareholder

(I personally dont think its viable but Im too close to it now)

Do these 4 headings, if they're any good, need to have goals?

eg OTD, zero accidents, exceed share return price, and so on

Any comments would be gratefully recieved especially if theyre quotable to the management!

Refer to 5.3 - Each statement, a) thru e), is required to be addressed by your QP. These become the quality objectives.

Refer to 5.4.1 - next objectives for product is required, then implemented at relevant functions and levels, and shall be measurable.

Refer to 5.4.1.1 - included in the business plan, and how you are going to make the policy known.

 

[Wes Bucey]

What's so strange?

Your current policy in its entirety is "to exceed internal and external Customer expectations in all we do"?

Gee, Marc, you sound surprised. Is it too short or too long? Maybe you think it is too trite? Could you please explain?
We are an FAA-PMA certified manufacturer. Our "policy" in full (including the sentence "Our Quality Policy is simple."):

Our Quality Policy is simple. "We are committed to exceeding the expectations of customers worldwide by providing complete, reliable products, service, and support based on industry standards."

That's the entire policy. The fulfillment (and implementation) is an entirely different matter.

 

[Marc]

Yes - I'm surprised. I'm used to seeing a couple of sentences - Or something like you posted just above.

Just checking to make sure that engjane didn't give a 'snippet'. Maybe I expected to see the 'T' in the first word capitalized.

 

[engjane]

Yes thats it....

the manual goes on to waffle about safety first, involvement of people etc at more detail but the policy statement is as I quoted it (sorry if the small t misled you)

I understand the standard (to an extent) but its the battle we have in trying to utilise the original policy and add in the new requirements. Management struggle to see why as well as how.

It is my understanding that we need to mention "continual improvement of effectiveness of qms" - is that so?

 

[Sam]

It is my understanding that we need to mention "continual improvement of effectiveness of qms" - is that so?

Yes that is correct.

 

[engjane]

Thanks Sam

The fog is starting to clear - now I need to saddle up and charge into the management skirmish!

Jane :truce:

 

[Greg B]

Hi All,

I don't know if I really understand the question. How do people Quantify 'Exceed' as in 'Exceed Customer Expectations'? I am pushing my management to ensure that we have a Policy (currently under review) that reflects our business Objectives and they ARE measurable and attainable.

Greg B

 

[sal881vw]

Hi All,

I don't know if I really understand the question. How do people Quantify 'Exceed' as in 'Exceed Customer Expectations'? I am pushing my management to ensure that we have a Policy (currently under review) that reflects our business Objectives and they ARE measurable and attainable.

Greg B

Greg,
IMHO, I define, exceeding of customer expectations, as excelling to customer expectations. Customers are our product recipients and are internal and external to any company, organisation, etc.
Some points that I think exceed customer expectations are,
Superceding statutory requirements,
Having your product/service approved by recognised certificating bodies.
Awards of national and international acclaim.


A good link is the following
www.businessballs.com/tompetersinsearchofexcellence.htm