ESTABLISHING QUALITY POLICY
What Does this Mean?
ISO 9000:2005 defines a quality policy as the overall intentions and direction of an organization related to quality as formally expressed by top management. It also suggests that the policy be consistent with the overall policy of the organization and provides a framework for setting quality objectives. Furthermore, ISO 9000:2005 advises that the eight quality management principles be used as a basis for forming the quality policy. The quality policy can therefore be considered as the values, beliefs and rules that guide actions, decisions and behaviours.
Why is this Necessary?
Defining the purpose or mission of the business is one thing but without some guiding principles, the fulfilment of this mission may not happen unless effort is guided in a common direction. If every manager chooses his or her direction and policies, the full potential of the organization would not be realized. The purpose of corporate policies is to influence the short- and long-term actions and decisions and to influence the direction in which the mission will be fulfilled. If there were policies related to the organization’s customers, they could be fulfilled at the expense of employees, investors and society. If there were policies related to profit, without other policies being defined, profit is positioned as a boundary condition to all actions and decisions. Clearly this may not direct the organization towards its mission.
How is this Demonstrated?
To establish means to put in place permanently. A quality policy that is posted in the entrance hall is published, but not established. For a policy to become established, it has to reflect the beliefs of the organization and underpin every conscious thought and action. This will only arise if everyone shares those beliefs. For this to happen, managers need to become the role model so