Quality Policy - Need to include "Customer Satisfaction & Continual Improvement?

[berseak]

QP shall input wording "Customer Satifaction and Continues Improvment"

This is necessery or not?

Thank
Berseak

 

[Colin]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

Well, as I am sure you know, clause 5.3 b) requires the quality policy to include 'a commitment to comply with requirements and continually improve the effectiveness of of the QMS'.

Now it could be argued that customer satisfaction is not mentioned by name but it would make sense to mention it to me, after all, section 1 Scope, does tell us that is what the standard is about.

 

[Randy]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

Nope not "required" language....But ya gotta figure out how you can say it so that it is understood that you mean customer satisfaction and continual improvement

 

[AndyN]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

Nope not "required" language....But ya gotta figure out how you can say it so that it is understood that you mean customer satisfaction and continual improvement

Plus, if the policy is there as a framework for setting objectives.......

 

[JaneB]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

Nope not "required" language....But ya gotta figure out how you can say it so that it is understood that you mean customer satisfaction and continual improvement

Very good answer Randy! And putting it in 'your language' I'm sure means more than the same ol' same ol' cookie-cutter 'just copy these words out of the Standard' approach.

 

[Randy]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

Whut we promise (folks call dis da policy)

We be gonna to make folks who give us money happy, do better an better all de time and do the stuff we plan like we was running for de goal line inna game.

(Doesn't really matter how you say it)

 

[brahmaiah]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

QP shall input wording "Customer Satifaction and Continues Improvment"

This is necessery or not?

Thank
Berseak

It is necessary.
V.J.Brahmaiah

 

[Tony C]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

There is no specific requirement in the standard to include customer satisfaction in the quality policy but it does dictate that that the quality policy should include a commitment to comply with requirements and continually improve the effectiveness of the quality management system.

Since customer satisfaction is important to anyone in business it can be considered a requirement and is usually included in the quality policy.

Regards,

Tony

 

[berseak]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

There is no specific requirement in the standard to include customer satisfaction in the quality policy but it does dictate that that the quality policy should include a commitment to comply with requirements and continually improve the effectiveness of the quality management system.

Since customer satisfaction is important to anyone in business it can be considered a requirement and is usually included in the quality policy.

Regards,

Tony

In your experience CB issue CAR for this case?

 

[Bob the QE]

Re: Quality policy - Need to include "Customer Satisfaction & Continual Improvement?

We did not receive a CA for this but we did get a opportunity for improvement sighted. The auditor's point was along the line of the post by Tony C. The auditor felt if we included some form of it we would point to meeting 5.1 a) the importance of meeting the customer requirements. We felt it was a valid point so we included it with little or no pain. The registration auditor found no concerns with policy, so I guess it helped.