Quality Policy Statement and Quality Objectives

When embarking on a new quality management system, one of the most important decisions you’ll want to make is regarding what it is exactly that you want to accomplish. What you decide now will have a great impact on the direction your quality system takes.

A requirement of an ISO9001:2000 quality management system is to formulate an organizational quality policy statement. This is an overall, high level statement that gives a general idea of where your goals are. It should not be too specific. Something like “Our goal is to achieve 100 percent customer satisfaction, strive for excellence and continual improvement in all our activities” is a good example of a quality policy statement.

Quality objectives are also a requirement of ISO9001:2000. Quality objectives are intended to be specific, measurable goals that you keep track of on a regular basis, and keep records of how you’re doing. Your performance in relation to your quality objectives is one of the records that will be looked at during a third party audit.

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24 Responses to “Quality Policy Statement and Quality Objectives”

  1. Christo says:

    Quality objectives, is this only quality related ? What about other objectives related to other departments, such as procurement, production, sales, etc., should it be incorporated in “quality objectives”, and if so should it be operational or strategic ?

  2. Timothy says:

    Measurable quality objectives are a requirement of an ISO9001:2000 quality management system, which is the subject of this blog. The ISO9001 standard does not specify how many you should have, or what they should be. You can choose any objectives you wish, as long as they make sense for your operation, and make sense to the independent auditor who will be looking at your quality system. If you wish to add other objectives, regarding other areas of your operation, of course you can do this. If you feel these additional objectives are a necessary part of running your company, then by all means incorporate them into your ISO9001 quality system.

    The only caveat I would add is that the more complicated your quality management system becomes, the more work will be required to maintain it, and the less people are inclined to follow your procedures. It’s often very difficult to get people to follow procedures on even the most basic of quality systems, if you start adding all kinds of other procedures it may make your life more difficult.

  3. Daniel says:

    Thanks for posting this. It is right on. How can you measure your system’s performance if your objectives aren’t measurable? Try to incorporate some objectives that your company already measures. This makes it much easier for everyone to focus on them.

  4. Felix says:

    Greetings

    Can you please send details about

    Quality Objectives explanation

    How to create Quality Objectives (Referring Quality Policy)

    How to link with Quality Policy

    How to achieve Quality Objectives (With example)

    If not meeting the requirement how to close

    Can you please provide all with examples

    Thanks

    With Warm Regards,

    Felix

    Mail: felixlarance@gmail.com
    felixlarance@yahoo.com

  5. Mohan says:

    Hai Daniel , please provide me the detail of :
    How to create Quality Objectives (Referring Quality Policy)

    How to link with Quality Policy

    How to achieve Quality Objectives (With example)

    If not meeting the requirement how to close

    Can you please provide all with examples

    Thanks

    With Warm Regards,

    Mohan

  6. I want to prepare integrated policy where ISO 9001:2008, ISO 14001: 2004 and ISO 18001: 2007 requirements comply in a integrated certificate. Kindly send available policies

    Thanks

    Raj

  7. I want to built the quality objectives for ISO 9001 : 2008 for incoming raw material section. What type of objectives are there inward material section. Pl. give the clarification.

  8. Timothy says:

    ISO9001:2008 does not specifically require any quality objectives regarding incoming raw materials. If you wish to have such a quality objection, it is completely up to you to decide what measurement and objective makes the most sense for your operation. As an example, if your quality system calls for an incoming inspection, but sometimes your inspectors miss something, and the error is caught later in production, you might want to keep track of the number of errors that occur. If you typically experience 5 such errors each month, maybe your quality objective in this area should be 1 error per month.

  9. Arichnam Muthusamy says:

    How to have an objective for the Documentation control for the ISO 9001-2008.Can someone feed me some info or an objective.

  10. Timothy says:

    Why would you want to have a quality objective for document control? There is no requirement to do this, and I can’t see how such an objective would be possible, let alone productive.

  11. Timothy, document control is an integral part of a good quality system. For example, how can you be sure that an employee, whom has actually taken it upon themselves to adhere to a documented procedure, is actually operating according to the most current version?

    If an employee has an old copy of the procedure on his laptop, it would be necessary to ensure that when a new version of that procedure is implemented, the employee must be notified, delivered an up to date version.

    Therefore, a relevant Document Control Quality Objective could be defined thus:

    “My Company” will control all copies of the Quality Manual through maintenance of a Quality Manual Register. When content of the Quality Manual is amended all Quality Manuals will be updated with the latest version, to ensure the “My Company” will always be operating in accordance with up to date procedures. ;)

  12. Timothy says:

    Mr. Quality, you’re right of course that document control is absolutely necessary. However a quality objective must be measurable, and you must have a goal, an objective. For example, orders are shipped on-time 99 percent of the time, or customer satisfaction rating of 98 percent. Those are measurable, you can gather statistics to see where you’re at. And when you reach your objective, you must revise the objective so that you are continually improving. What you write about document control is a noble thought, but what’s the measurable objective? How do you measure it? How are you continually improving it? If an employee has an unauthorized copy of a document on his laptop, that’s a nonconformance and corrective action is needed.

  13. That is a good point Timothy and I guess adds to the definition of a policy versus objective. Where an objective requires 100% success, as you have stated it becomes a compliance. Perhaps then a relevant quality objective relating to document control is a stated improvement in response time to document change requests, whether they be driven by internal or external requests.

    Then again that also raises the point that much of your quality objectives should come as a result of either managerial review or customer feedback. Moreover, that would indeed make it far more difficult to Arichnam’s request for guidance in regard to document control related quality objectives, because each objective should be generated to address entity specific performance issues.

    I do believe we have just exercised a microcosm quality system. :)

  14. Innocent says:

    I do sincerly believe that objectives can and should be set for all processes of an organization including document control.

  15. Yogendra says:

    Hai Daniel , please provide me the detail of :
    How to create Quality Objectives (Referring Quality Policy)

    How to link with Quality Policy

    How to achieve Quality Objectives (With example)

    If not meeting the requirement how to close

    Can you please provide all with examples

    Thanks

    With Warm Regards,

    Yogendra

  16. surey says:

    I want to quality objectives for ISO 9001 : 2008 for incoming raw material section. What type of objectives are there inward material section. and give good quality policy Pl. give the clarification.

    regards
    surey

  17. Francis says:

    I have a bit of a problem understanding QMS requirements for quality policy. During audit how do you tell a quality policy is suitable for purpose of the organization?

    Regards,

    Francis

  18. Timothy says:

    Your quality policy is totally up to you, and it’s extremely unlikely an auditor would find it not suitable. Quality policies are usually somewhat vague, grandiose statements such as “Our policy is to provide quality products on time to satisfy our customers and continually improve”. No one will find fault with something like this.

  19. At Fourie says:

    I am in the process in implementing ISO 9001:2008 for a company with the following scope.”The design,development,prepares data, implementation,train and support of an Integrated Municipal Information System,with the utilizing of SPATIAL Technologies with the purpose to align customers particular strategies and business processes”.

    This is a first off ISO Implementation in South Africa. Almost all services are software related.CAN SOMEONE PLEASE ADVICE

  20. Timothy says:

    Advise regarding what? What is your question?

  21. Ravi Kumar T says:

    Could you please provide a sample quality policy statement for a services providing organization?

  22. saba says:

    hi all

    ] need IT service management (ITSM) policy sample based on iso 20000
    Can someone help me?

  23. vergel says:

    Im an employee of the company that has a section called “Review and Improvement” – a group of internal auditors. Is Review and Improvement Section considered as process? I’ve read that objectives “should” be set to all processes. If the answer to my question is yes, does it also means that there is necessary for our Review and Improvement section to have KPI (Key Performance Indicator)?

  24. Timothy says:

    ISO9001-2008 section 5.5.1 requires that management establishes quality objectives at relevant functions and levels within the organization. Like much of the ISO9001-2008 quality standard, this is subject to interpretation. If you want to establish a quality objective for your company’s group, of course you can do so. But “should” you? That’s up to your company’s management. I’m a fan of simplicity. If I were in charge of your company, I don’t think such a quality objective would be helpful. As far as “key performance indicator” is concerned, this is not a requirement, or even mentioned, in the ISO9001-2008 standard, so its totally up to management to decide if they want to implement this.

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