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
One may ask, why we started talking about this requirement. There is a very good reason. Quality policy defines the top-level commitment of your company's management to establish a QMS in accordance with a particular standard. The reason to talk about it is that most quality policies, per my more than decade long experience as a consultant and an auditor, did not meet requirements of the standard.
To illustrate this I invite you to browse the Internet and see what you find in response to "iso 9001 quality policy". If you are not at the computer, I will help you. Your search will show a list of companies that chose to post their quality policies on their Websites. Let's review a few examples:
"We at [company name] believe in total quality. We are committed to achieve total customer satisfaction. To fully realize this commitment we shall strive to: understand needs and expectations of our valuable customers through constant communication and exchange the process details with them; spread detailed knowledge about [] culture and art through out the world through our handicraft items; facilitate growth of local artists in the region; continually comply with the requirements of ISO 9001 : 2000 and improve effectiveness of our QMS." Comparing this set of commitments to the requirements of the standard, you should notice that perhaps the only requirement that is addresses here is to continually improve the effectiveness of the quality management system. While all those "believes" in customer service, understanding their needs and facilitation of growth of their artists are admirable, this quality policy does not meet requirements of ISO 9001:2008 standard.
Another one: "Quality is the heart of our business and key to our goal of total customer satisfaction. Therefore it is our policy to: Consistently provide valued products and services that meet the current and future needs of our customers and suppliers; support each other in the daily use of quality systems, processes and methods to improve every activity constantly and forever; continuously look for means to construct change which provides for significant improvements in quality beyond what can be achieved by continuous improvement methods alone." As you can see, this quality policy did not address any, I think, of the requirements of the standard. Can you imagine their quality manual or the entire quality management system?
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! - 15246
- 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
One may ask, why we started talking about this requirement. There is a very good reason. Quality policy defines the top-level commitment of your company's management to establish a QMS in accordance with a particular standard. The reason to talk about it is that most quality policies, per my more than decade long experience as a consultant and an auditor, did not meet requirements of the standard.
To illustrate this I invite you to browse the Internet and see what you find in response to "iso 9001 quality policy". If you are not at the computer, I will help you. Your search will show a list of companies that chose to post their quality policies on their Websites. Let's review a few examples:
"We at [company name] believe in total quality. We are committed to achieve total customer satisfaction. To fully realize this commitment we shall strive to: understand needs and expectations of our valuable customers through constant communication and exchange the process details with them; spread detailed knowledge about [] culture and art through out the world through our handicraft items; facilitate growth of local artists in the region; continually comply with the requirements of ISO 9001 : 2000 and improve effectiveness of our QMS." Comparing this set of commitments to the requirements of the standard, you should notice that perhaps the only requirement that is addresses here is to continually improve the effectiveness of the quality management system. While all those "believes" in customer service, understanding their needs and facilitation of growth of their artists are admirable, this quality policy does not meet requirements of ISO 9001:2008 standard.
Another one: "Quality is the heart of our business and key to our goal of total customer satisfaction. Therefore it is our policy to: Consistently provide valued products and services that meet the current and future needs of our customers and suppliers; support each other in the daily use of quality systems, processes and methods to improve every activity constantly and forever; continuously look for means to construct change which provides for significant improvements in quality beyond what can be achieved by continuous improvement methods alone." As you can see, this quality policy did not address any, I think, of the requirements of the standard. Can you imagine their quality manual or the entire quality management system?
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! - 15246
About the Author:
Mark Kaganov is a Director of Operations and a Lead Consultant with Quality Works. The company specializes in consulting, documentation, auditing and optimization of quality systems and environmental management systems. Before spending your time on developing or revising your policy, make sure you check our ISO 9001 quality management system quality policy.
