Quality Policy... Meet Requirements?

G

GoKats78

We are having a discussion concerning the development of a new quality policy that would meet the requirements of 5.3.

5.3 Quality Policy
Top management shall ensure that the quality policy
a) is appropriate to the purpose of the organization,
b) includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system,
c) provides a framework for establishing and reviewing quality objectives,
d) is communicated and understood within the organization, and
e) is reviewed for continuing suitability

This is what has been developed...Thoughts?
Does this meet the requirements?

Acme Inc. is committed to exceeding Customer expectations through:
People, Teamwork, & Continual Improvement.
 

normzone

Trusted Information Resource
It reads like any other generic QP. That may or may not be your goal.

[ ISO 9000:2005 (E) Quality management systems – Fundamentals and vocabulary ]
recommends as follows:

2.5 Quality policy and quality objectives

Quality policy and quality objectives are established to provide a focus to direct the organization.
Both determine the desired results and assist the organization to apply its resources to achieve these results.
The quality policy provides a framework for establishing and reviewing quality objectives.
The quality objectives need to be consistent with the quality policy and the commitment to continual improvement, and their achievement needs to be measurable.
The achievement of quality objectives can have a positive impact on product quality, operational effectiveness and financial performance and thus on the satisfaction and confidence of interested parties.
 
R

Reg Morrison

Personally, the fluff about EXCEEDING customer expectations is so wishful thinking, IMO. Let's be real: suppliers should strive to MEET customer requirements.

Exceeding customer expectations without accompanying premium financial rewards could be a sign of management dereliction, not being financially responsible.

If I were an auditor and would be presented with this, I would ask many probing questions and look for evidence of customers getting more than what they've ordered. Otherwise, you would not be fulfilling your promise/policy.
 
F

Freddyfred

To me Quality Policy should show your true philosophy to meet your customer satisfaction. But within the policy the items required per standard must be infused.
 

John Broomfield

Leader
Super Moderator
We are having a discussion concerning the development of a new quality policy that would meet the requirements of 5.3.



This is what has been developed...Thoughts?
Does this meet the requirements?

Acme Inc. is committed to exceeding Customer expectations through:
People, Teamwork, & Continual Improvement.

GoKats,

Tone down the hyperbole to make it more believable.

Replace exceeding with meeting. Expectations are fickle so focus on customer requirements.

You are meant to be taking the process approach so where do you mention the importance of your processes? Teamwork may refer to process teams.

You could add "through use and improvement of the Acme Teamwork System" if that is right for Acme.

John
 

Marcelo

Inactive Registered Visitor
A policy should drive action.

Acme Inc. is committed to exceeding Customer expectations through:
People, Teamwork, & Continual Improvement.

What action would be driven from that?
 

Colin

Quite Involved in Discussions
How does it provide a framework for establishing and reviewing quality objectives?
 
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