Please help me come up with a Quality Policy

[arin_23]

One aspect generally not incorporated & which must be is " the commitment to meeting all the statutory & regulatory requirements.
Major B V Naik

Hi buddy!!!!

This is quite obvious that the statutes are the foundation on which you build your QMS.....but I haven't seen many policies where there is a documented statement of "Statutory and regulatory requirements". I would request our experienced buddies to comment on this issue.

Cheers

Arindam

 

[JaneB]

I proposed the following:

"Complete customer satisfaction through continuous improvement"

You'll find (probably have already!) that there's as many opinions on what the policy might say as there are opinions on how to say it.

I liked what you already had. Why? Because it was short, it was clear and it had a voice. It didn't sound like a jumble of 'all the right buzz words' in the most awkward grammatical-but-unreadable-sentence around. Those kinds of policies, IMO and experience, don't actually mean anything to anyone.

Please don't write a policy that's just the words of 5.3 regurgitated. Why bother? That's one reason why people get bored/turned off 'quality' - if their experience is a bunch of meaningless ho hum phrases and words that no one understands, let alone buys into. Policy should be short, clear and pithy - if it isn't, no one will remember it, let alone use it to guide their thoughts & actions. And that's one of the reasons for its existence! It can do that, but only if it's embraced in the right spirit. Garbage in? Don't be surprised about garbage coming out.

The rest is up to management to see if it fits the purpose of the organization. I believe it does...but hey...that's just me

What upsets me is that top management asks me to propose a new QP when this should be their vision and belief...not "only" mine."

Yes, this used to bother me, but I think they find it easier when someone gives 'em a draft/few suggestions to work with. In the process of reviewing those, they get much clearer about what they really want to say (rather like discussing an issue with a good friend can often help you sort out your own thoughts & achieve clarity).

As for how: purely as an illustration, you could go for the 2-tier approach: eg,:

"XYZ is a progressive company of .... (optional)
We build it right first time, every time. (I disagree with Jim that this is a nonsense - it can still be your policy. You may not get there every single time, but it can still be your aim/policy!)

We are committed to achieving company goals & commitments, and to continuous improvement."

And then you can specify both the goals/objectives and the commitments separately, either right after this policy, or in the same document if it's a stand-alone, but you have the link to them from here.

I wouldn't attempt to put 'everything including the kitchen sink' into the policy itself. Remember,it's your system. For example, you could define 'building it right' to include complying with all reg/stat requirements, legislation, etc.

 

[potdar]

If you take my advise - DONT CHANGE A SINGLE WORD.

The policy is to be decided by the managment - not by the auditor.

You may put the auditor's observation for consideration during the next MRM. Decide that the current policy suits you fine for the next three years, or till the next review prompted by any change in circumstances. PUT THE DECISION ON RECORD IN SO MANY WORDS. Reschedule a review in the MRM just preceding your next recertification. That should keep the auditor happy.

If you intend to do everything right the first time, every time - it cannot be done without improvement. It need not be stated in so many words. Commitment to ISO 9001 also need not be stated - after all you happen to have chosen to be, and are certified to it. Definitely not without commitment.

If all the dumb auditors were to be listened to and followed, all certified companies in the world will have a common quality policy - the standard repeated word by word. It could then be 'reviewed' or 'modified' only when ISO chooses to revise the standard. So simple!

 

[nskumar50]

Hi

I would like to add as below:

1) First of all, the quality policy must be drilled down from the Vision statement. The policy must support support the vision statement.

2) The policy is to address that what you would do for your customers and hence this policy must be related to your customers, their expectations and your ambitions in the market place

3) As a general requirement that quality policy shall address the above and also address how you would achieve the policy (example ; involvement of employees, training, etc)

4) Not but the least, the policy should not be framed just for the wordings and for auditors. This must address the prepsent need of the company

Now, coming to your revision of quality policy, please note that it is not mandatory that you need to revise the policy each time you re-register. Generally, the policy would be reviewed at the top management level (preferably in the MRM's) to ensure that the policy is relevant to the present needs of the organisation.

I hope you can now take a call whether to revise the policy and if so, what to do..

Thanks a lot
Suresh

 

[Umang Vidyarthi]

Dear Mumus,
Words have very specific meaning,leaving no scope for jugglary.Hence
"Each and every word used in the quality policy,has to be F U L L Y
understood by the management and to be percolated down the ranks."

'Doing it right the first time every time' is a very powerful & attractive
common phrase,and people normally gravitate towards it.Perhaps,while
electing or selecting it for your quality staement,you overlooked the 'restriction' it imposes,which was caught by the vigilant Auditor.

In line with Kaizen,you can improve it now.My humble suggestion is:

"A PROGRESSIVE COMPANY OF DEDICATED PEOPLE WHO BUILD IT RIGHT
THE FIRST TIME EVERY TIME,BY COTINUALLY IMPROVING THE PROCESS."
OR
"A PROGRESSIVE COMPANY OF DEDICATED PEOPLE WHO BUILD IT RIGHT
THE FIRST TIME EVERY TIME,BY CONTINUAL IMPROVEMENT TO MEET
COMPLETE CUSTOMER(S) SATISFACTION."

Choose the words that suite you the best.

Umang

 

[Colin]

If you take my advise - DONT CHANGE A SINGLE WORD.

The policy is to be decided by the management - not by the auditor.

Sorry but I must be missing something here. Yes, the policy must be decided by the management but it must also satisfy the requirements of clause 5.3 if claiming compliance to ISO 9001.

b) I don't think it includes a commitment to comply with requirements and to continually improve.

c) I don't think it provides a framework for establishing and reviewing quality objectives.

I am all for keeping things simple but surely the policy has to comply without having to imply and 'read between the lines'.

 

[RoxaneB]

Sorry but I must be missing something here. Yes, the policy must be decided by the management but it must also satisfy the requirements of clause 5.3 if claiming compliance to ISO 9001.

b) I don't think it includes a commitment to comply with requirements and to continually improve.

c) I don't think it provides a framework for establishing and reviewing quality objectives.

I am all for keeping things simple but surely the policy has to comply without having to imply and 'read between the lines'.

Colin, I think I could hug you...oh wait...

We've done a poll elsewhere in the Cove regarding the length of people's Quality Policy. My site sits at 1 line. It's rather "embarrassing" when we posted the Quality, Environmental and Safety Policies in these tri-fold frames. Environment and Safety both drone on and on and on...and there's mine...in the middle...big font, one line.

"ABC is committed to fulfilling our Stakeholders' requirements for quality X products by fostering a culture of continual improvement based on teamwork, communication, responsibility and integrity."

The whole idea regarding framework and objectives is referred to within our manual in the Quality Policy portion.

However, C.I. is important here and everyone understands what that means and how they are helping achieveing (i.e., roles in projects, achievement of targets, etc.). As well, at least one of those 'concept' words such as teamwork, communication, etc., applies to each person on an individual level so that they understand their role in a more personal way.

 

[Paul Simpson]

Policy writing is an art.

Much as in any area of communication the wording used is key to the message you want to communicate. I would love to post an example policy that I could recommend but haven't got one that I believe is worth posting - not even for the companies I have helped! The problem is few quality professionals believe in policy statements (have a look at the Cove for examples of how some senior contributors disparage "policy statements"). If we can't agree on the need ....

Colin is right that your policy needs to address all ISO requirements. How you do so and the way your policy looks is up to you. It will take a long time to get it right. I am reminded of Mark Twain's quote:

“I didn't have time to write a short letter, so I wrote a long one instead."

Reminds me of a lot of one page policies I have seen!

Take as an example marketing material - scores of people spend ages making sure they have material they think meets their organization's needs for the message they are trying to send to customers. Perhaps we can get them to "sell" quality by looking at our quality documentation?

 

[Colin]

Colin, I think I could hug you...oh wait...

Roxanne, please don't hesitate - I can manage a 'big hug' at the moment!

Paul - I love the Mark Twain quote - I have not heard that one.

 

[Pazuzu - 2009]

Dear Mumus,
In line with Kaizen,you can improve it now.My humble suggestion is:

"A PROGRESSIVE COMPANY OF DEDICATED PEOPLE WHO BUILD IT RIGHT
THE FIRST TIME EVERY TIME,BY COTINUALLY IMPROVING THE PROCESS."
OR
"A PROGRESSIVE COMPANY OF DEDICATED PEOPLE WHO BUILD IT RIGHT
THE FIRST TIME EVERY TIME,BY CONTINUAL IMPROVEMENT TO MEET
COMPLETE CUSTOMER(S) SATISFACTION."

Choose the words that suite you the best.

Umang

Incredibly close to mine that I posted May 24.
"A PROGRESSIVE COMPANY OF INNOVATIVE PEOPLE WHO ARE DEDICATED TO BUILDING IT RIGHT THE FIRST TIME EVERY TIME THROUGH THE CONTINUED PROGRESSION OF A REGISTERED QUALITY SYSTEM"