Top Quality Objectives

24 May 2016

Andrew Holt, Technical Content Executive at the CQI, looks at how ISO 9001:2015 sets out the development and communication of the quality policy and what this means for quality professionals.

Sub-clause 5.2.1 of ISO 9001:2015 sets out the requirements of top management in respect of the organization’s quality policy.

Top management must establish a quality policy that is appropriate to the purpose and context of the organization and crucially, it must support its strategic direction.

It must additionally provide a framework for the setting and review of quality objectives, and include commitments to satisfy any applicable requirements and to continually improve the quality management system.

It is the responsibility of top management to implement and maintain the quality policy.

Implications for quality professionals

ISO 9001:2008 requires top management to “establish” the quality policy (5.1), and to “ensure” that it is reviewed for continuing suitability. It requires top management to “establish, implement and maintain” a quality policy.

ISO 9001:2015 requires that the quality policy is also appropriate to the context of the organization, not just its purpose.

This will require the review and possible update of the organization’s quality policy if there is any change in the context of the organization or the relevant requirements of the relevant interested parties.
Another reinforcement of the concept that the QMS is not just an add-on to business is a crucial requirement that the quality policy is in tune with the organization’s strategic direction. Any change in strategic direction will now require a rethink of the quality policy.

The policy must include a commitment to continually improve the QMS and provide a framework for setting and reviewing quality objectives.

5.2.2 Communicating the quality policy

Sub-clause 5.2.2 sets out specific requirements in respect of the organization’s quality policy communication.

As in the 2008 edition the policy must be available as documented information. It must be communicated, understood and applied inside the organization and must be available to relevant interested parties as appropriate.

Implications for quality professionals

As an item of documented information, the quality policy can now be held in any manner that meets the requirements of ISO 9001:2015 Clause 7.5.

Quality professionals should note that there is now an explicit requirement for the quality policy to be applied throughout the organization.

How this is done is up to the organization, but linking to quality objectives, process design, acceptance criteria, monitoring and measurement data and management review should be considered.

The new requirement for the quality policy to be available to relevant interested parties, as appropriate, means that the organization will need to consider how this is done – which could include a website, social media or literature.

6.2 Quality objectives and planning to achieve them

Sub-clause 6.2.1 is an enhancement and extension of ISO 9001:2008 requirements. It requires an organization to set quality objectives for relevant functions, levels and processes within its quality management system. It is for the organization itself to decide which functions, levels and processes are relevant.

The quality objectives must be consistent with the organization’s quality policy and be relevant to the conformity of products and services, and the enhancement of customer satisfaction.

Quality objectives must be measurable, take into account applicable requirements, and be monitored in order to determine whether they are being met. They must also be monitored, communicated across the organization and be updated as and when the need arises.

An important change from 2008 is the deletion of the qualifier that quality objectives are “within the organization”. This recognizes that externally provided processes, products and services may also need quality objectives assigned.

Information on the quality objectives needs to be maintained by the organization as documented information.

Implications for quality professionals

This is an extension of ISO 9001:2008 sub-clause 5.4.1“Quality objectives”.

The requirement for quality objectives to be measurable and consistent with the organization’s quality policy is carried across, as is the requirement for objectives to be set for relevant functions and levels.

New for ISO 9001:2015 are requirements to set quality objectives for relevant processes and  to monitor progress against the achievement of objectives.

Also new is the need for the quality objectives to be relevant to product and service conformity as well as the enhancement of customer satisfaction.

Under ISO 9001:2015 there are explicit requirements for people doing work under the organization’s control to be aware of the organization’s quality policy, any quality objectives that are relevant to them, how they are contributing to the effectiveness of the QMS and what the implications are of them not conforming to QMS requirements.

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Register here Andrew Holt, Technical Content Executive at the CQI, looks at how ISO 9001:2015 sets out the development and communication of the quality policy and what this means for quality professionals.