Quality Objectives - Is this an audit nonconformity?

[LUV-d-4UM]

They are business objectives that is the output of the Company's business plan.

 

[Jen Kirley]

They are business objectives that is the output of the Company's business plan.

Yes. Higher level objectives supported by the quality objectives representing processes that make the business objectives possible to achieve. It is okay to have both, but it is necessary for top management to understand the nature and role of both.

 

[normzone]

...but it is necessary for top management to understand...

I think that sums up the majority of our challenges...

 

[LUV-d-4UM]

I see your point. Thanks Jen

 

[QualitySteve]

I believe your are correct in your assumption. Went through ISO 9001:2015 Lead Auditor training back in August (Exemplar Global certified). The instructor was on one of the technical committees and he kept stressing the use of the word business management system vs quality engagement system.

 

[indubioush]

We need to definitely revisit this poll! This is definitely a nonconformity with regards to the new revision of ISO 9001. The only exception would be if this organization was a service provider the helps businesses reduce their costs and improve sales. If this is an organization that manufactures a tangible product, this is a nonconformity.

The company has developed and deployed 5 quality objectives:
1. Improve sales by 40%
2. Improve profit by 20%
3. Reduce energy consumption by $1 million
4. Reduce loss time accidents to 0
5. Reduce product rework to 0.2% of total production


Nonconformity: The organization is unable to demonstrate that the quality/business objectives are intended to improve product conformity and/or customer satisfaction.
Requirement: ISO 9001:2015 Section 6.2.1d: The quality objectives shall be relevant to the conformity of products and services and to enhancement of customer satisfaction.
Objective Evidence: All observed quality/business objectives are relevant to financial aspects of the company and do not consider nor make a connection to product conformity and/or customer satisfaction.

Above would only apply if the organization provides a product or service unrelated to financial services.

Anyone else agree?

 

[Big Jim]

We need to definitely revisit this poll! This is definitely a nonconformity with regards to the new revision of ISO 9001. The only exception would be if this organization was a service provider the helps businesses reduce their costs and improve sales. If this is an organization that manufactures a tangible product, this is a nonconformity.

The company has developed and deployed 5 quality objectives:
1. Improve sales by 40%
2. Improve profit by 20%
3. Reduce energy consumption by $1 million
4. Reduce loss time accidents to 0
5. Reduce product rework to 0.2% of total production


Nonconformity: The organization is unable to demonstrate that the quality/business objectives are intended to improve product conformity and/or customer satisfaction.
Requirement: ISO 9001:2015 Section 6.2.1d: The quality objectives shall be relevant to the conformity of products and services and to enhancement of customer satisfaction.
Objective Evidence: All observed quality/business objectives are relevant to financial aspects of the company and do not consider nor make a connection to product conformity and/or customer satisfaction.

Above would only apply if the organization provides a product or service unrelated to financial services.

Anyone else agree?

I would think that reducing rework may qualify as a quality objective objective for product quality. I would need to better understand how it fits into the context of the organization.

It would most certainly be a stretch to try to claim any of the others cover customer satisfaction though, even the improve sales one.

I agree, these are mostly business objectives, and the new standard requires that the quality management system and business management system be integrated. Management isn't fully on board.

 

[howste]

I would think that reducing rework may qualify as a quality objective objective for product quality. I would need to better understand how it fits into the context of the organization.

It would most certainly be a stretch to try to claim any of the others cover customer satisfaction though, even the improve sales one.

I agree, these are mostly business objectives, and the new standard requires that the quality management system and business management system be integrated. Management isn't fully on board.

I agree - they should have something that addresses customer satisfaction. If these are their stated objectives and I saw that they also have KPIs to support them that included customer satisfaction metrics I would say it's no problem.

It looks like they are meeting this requirement:

Top management shall demonstrate leadership and commitment with respect to the quality management system by... b. ensuring that the quality policy and quality objectives are established for the quality management system and are compatible with the context and strategic direction of the organization...

 

[Big Jim]

I agree - they should have something that addresses customer satisfaction. If these are their stated objectives and I saw that they also have KPIs to support them that included customer satisfaction metrics I would say it's no problem.

It looks like they are meeting this requirement:

I would respectively disagree. I must qualify this with the comment that there may be more than meets the eye at the moment.

The reason that I disagree that their management system and quality system have effectively merged is that it appears to be badly lopsided away from quality.

 

[howste]

I would respectively disagree. I must quality this with the comment that there may be more than meets the eye at the moment.

The reason that I disagree that their management system and quality system have effectively merged is that it appears to be badly lopsided away from quality.

Is it really lopsided away from quality? Or is it only lopsided away from product quality?

Here's the ISO definition of quality:

3.6.2
quality
degree to which a set of inherent characteristics of an object fulfills requirements

And since the word "object" can be confusing:

3.6.1
object
entity
item
anything perceivable or conceivable

EXAMPLE Product, service, process, person, organization, system, resource.