Quality Policy Draft - Please review

[Mallya]

Hi
I have a policy draft for my agency, will you help to check if is ok

Quality Policy
The GCPA Policy is to provide Quality and cost effective laboratory Services to the customers for safeguarding human health, environment and Social well-being.

These aims will be achieved through;
 Our Commitment to meet and exceed customer expectations as well as comply with regulatory requirements and continual improvement of the Quality Management System,
 Establishing and reviewing quality objectives at various levels of the organization,
 Communicating the policy to stakeholders and employees,
 Effective implementation of a management system compliant with ISO 9001 .
The management system and its processes, including Quality Policy will be systematically reviewed for continuing suitability to identify opportunities for improving its effectiveness and enhancing Customer Satisfaction.




Signed by: Laboratory Manager
November 1st 2012

 

[immaya08]

Hi

just want to ask how the organisation intends to accomplish "exceed customer expectations'?

 

[immaya08]

'safeguarding human health, environment and Social well-being'

as an entity providing lab services, how is this relevant especially the statement on "safeguarding human health". remember that ISO 9001, requires organisations to have a quality policy that is appropriate to the purpose of the organization. the statement above does not truly reflect the stuff that your organization is doing. IMO

 

[Randy]

As a Quality auditor I could ask you to provide me evidence of every claim you state and evidence of planning for every promise you're making

Your policy is an auditable document...Every word of it!

And in line with the previous poster (immaya08) ...Prove that you exceed customer expectations.

And do you really want to include "safeguarding human health, environment and Social well-being?"....You're opening Pandora's Box if you do because I can hold your feet to the fire on tht statement as well (I am also an Envirnmental, Health & Safety auditor and an experienced professional in the field)

You may want to rethink your policy and get rid of the warm, fuzzy stuff

 

[Mallya]

Thanks a lot; I agreed with you to phase out safeguarding human health, environment, social wellbeing and environment and concentrate with providing quality service to our customers.

 

[Randy]

There you go, ..."identify requirements and strive to achieve them"

 

[Mikishots]

Hi

just want to ask how the organisation intends to accomplish "exceed customer expectations'?

Agreed; this sounds nice, warm and fuzzy, but will be questioned and examined by any competent auditor. "How do you do this?" they'll ask.

Better have a good answer. Any hard evidence on exactly what your customers expect? Things I would expect as a customer:

On-time delivery
Correct order fulfillment every time
Flawless quality - all products checked and verified before I receive them.
Perks or discounts for loyalty or volume buying.
Prompt repsonse and solutions to any problems I have.

How do you plan on exceeding these things? Only when your customers have lowered expectations to begin with can you hope to exceed them.

 

[AndyN]

Hi
I have a policy draft for my agency, will you help to check if is ok

Quality Policy
The GCPA Policy is to provide Quality and cost effective laboratory Services to the customers for safeguarding human health, environment and Social well-being.

These aims will be achieved through;
 Our Commitment to meet and exceed customer expectations as well as comply with regulatory requirements and continual improvement of the Quality Management System,
 Establishing and reviewing quality objectives at various levels of the organization,
 Communicating the policy to stakeholders and employees,
 Effective implementation of a management system compliant with ISO 9001 .
The management system and its processes, including Quality Policy will be systematically reviewed for continuing suitability to identify opportunities for improving its effectiveness and enhancing Customer Satisfaction.




Signed by: Laboratory Manager
November 1st 2012

What does your top management say? We can debate all day about what we think (and there are some good comments) but the real test is what your people think...

 

[Steve Prevette]

From the ISO perspective of "Quality Policy" vs "Quality Objectives" this looks to be a reasonable policy. Now, the interesting thing will be the development of Quality Objectives to implement the Policy and measure the effectiveness of Quality as envisioned by the Policy.

 

[isoalchemist]

Hate to be picky, but unless the Laboratory Manager is the top level at the facility this should be signed at a higher level. The Lab Manager may be committed to this, but it's of little meaning unless they have support of the Top Management.