ISO 9001 Standard requires a business to establish a quality policy. Specifically, "The management" of a company to "ensure that the quality policy":
- Is appropriate to the purpose of the organization;
- Includes a commitment to comply with requirements;
- Includes a commitment to continual improvement of the effectiveness of the QMS;
- Provides a framework for establishing and reviewing quality objectives;
- Is communicated and understood within the organization;
- Is reviewed for continuing suitability
Despite the fact that these requirements appear to be rather simple, most companies I worked with as a consultant or an auditor, had difficulties with documenting their ISO 9001 quality policies by not addressing all the requirements above. Establishing a quality policy that, as a minimum, addresses all the requirements above is important because of our commitment to establish a QMS that comply with a given standard. Therefore, we have to adhere to it's requirements. What if our quality policy did not require its review "for continuing suitability"? Most likely that this review would never be done.
To demonstrate my point, let's go to the Internet and check a few quality policies on the Internet. Search for "iso 9001 quality policy" and you will find a list of companies that posted their quality policies on their Websites.
"It is the policy of [Company name] to provide a range of [services] which is reliable and consistent with the expectations and requirements of its clients; the Company's objective of consistent high quality performance is met by mandatory adherence to protocol, through staff training and the development of personal responsibility for all personnel, together with the provision of adequate resources, according to the principles of Quality Assurance. Company policy is to review and update as necessary the Quality System through the mediation of a Quality Team, whose members undertake the responsibility of ensuring that the Quality policy is understood, implemented and maintained at all levels within the Company." Can we say what standard this company is compliant with? Do you see a commitment for continual improvement of the effectiveness of the QMS? Do you understand how this company establishes and reviews their quality objectives? I did not find answers to these questions. However, the policy does commit to communication and understanding of its quality policy and review for suitability.
The second example states: "Our goal is to exceed our customers' expectations continually by delivering the highest quality services. [Company name] complies with our quality policy by: Consistent management focus on quality, Continually improving the effectiveness of our Quality Management System; motivating our employees to take ownership of their work; understanding our customers goals and embracing them; providing ongoing training to advance the skills of our greatest asset, our employees; identifying and solving problems to avoid compromising the quality of our services. [Company name] places a premium on excellence of service. We clearly appreciate and respect today's market forces that mandate delivery of quality services and products. We know that our survival as a company depends on providing the highest quality of service on every engagement." This quality policy, while apparently customer-focused, still does not cover a framework for establishing and reviewing quality objectives and commitment to review it for continuing suitability.
These samples were not selected - I just pick them up from search results simply to demonstrate my point that most of quality policies do not meet requirements of ISO 9001 2000 standard. If you think these quality policies may be improved, wait a second! One of my clients, I had "pleasure" working with, came up with a quality policy that I cannot forget. "I improve the Quality of Patient Care and all things [Company name]" No! I am not joking and I did not misspelled or took any words out of this challenging example! - 16955
- Is appropriate to the purpose of the organization;
- Includes a commitment to comply with requirements;
- Includes a commitment to continual improvement of the effectiveness of the QMS;
- Provides a framework for establishing and reviewing quality objectives;
- Is communicated and understood within the organization;
- Is reviewed for continuing suitability
Despite the fact that these requirements appear to be rather simple, most companies I worked with as a consultant or an auditor, had difficulties with documenting their ISO 9001 quality policies by not addressing all the requirements above. Establishing a quality policy that, as a minimum, addresses all the requirements above is important because of our commitment to establish a QMS that comply with a given standard. Therefore, we have to adhere to it's requirements. What if our quality policy did not require its review "for continuing suitability"? Most likely that this review would never be done.
To demonstrate my point, let's go to the Internet and check a few quality policies on the Internet. Search for "iso 9001 quality policy" and you will find a list of companies that posted their quality policies on their Websites.
"It is the policy of [Company name] to provide a range of [services] which is reliable and consistent with the expectations and requirements of its clients; the Company's objective of consistent high quality performance is met by mandatory adherence to protocol, through staff training and the development of personal responsibility for all personnel, together with the provision of adequate resources, according to the principles of Quality Assurance. Company policy is to review and update as necessary the Quality System through the mediation of a Quality Team, whose members undertake the responsibility of ensuring that the Quality policy is understood, implemented and maintained at all levels within the Company." Can we say what standard this company is compliant with? Do you see a commitment for continual improvement of the effectiveness of the QMS? Do you understand how this company establishes and reviews their quality objectives? I did not find answers to these questions. However, the policy does commit to communication and understanding of its quality policy and review for suitability.
The second example states: "Our goal is to exceed our customers' expectations continually by delivering the highest quality services. [Company name] complies with our quality policy by: Consistent management focus on quality, Continually improving the effectiveness of our Quality Management System; motivating our employees to take ownership of their work; understanding our customers goals and embracing them; providing ongoing training to advance the skills of our greatest asset, our employees; identifying and solving problems to avoid compromising the quality of our services. [Company name] places a premium on excellence of service. We clearly appreciate and respect today's market forces that mandate delivery of quality services and products. We know that our survival as a company depends on providing the highest quality of service on every engagement." This quality policy, while apparently customer-focused, still does not cover a framework for establishing and reviewing quality objectives and commitment to review it for continuing suitability.
These samples were not selected - I just pick them up from search results simply to demonstrate my point that most of quality policies do not meet requirements of ISO 9001 2000 standard. If you think these quality policies may be improved, wait a second! One of my clients, I had "pleasure" working with, came up with a quality policy that I cannot forget. "I improve the Quality of Patient Care and all things [Company name]" No! I am not joking and I did not misspelled or took any words out of this challenging example! - 16955
About the Author:
Mark Kaganov is a Director of Operations and a Lead Consultant with Quality Works. The company specializes in consulting in the areas of quality assurance, ISO 9001, ISO 13485 and ISO 14001. Before you invest your time into developing or tuning up your quality policy, make sure you check our ISO 9001 quality policy.
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