5.0  Management Responsibility

5.1   Management Commitment

In order to comply with the standard, we have to establish management commitment. We achieve this by doing the following:

• Communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements,
• Establishing the quality policy
• Ensuring that quality objectives are established.
• Conducting management reviews.
• Ensuring the availability of resources.

These are the first points that we are going to focus on in establishing your quality management system.

Note;
Throughout all modules we may not follow the sequential order that each element is presented under a specific heading. Sometimes we will completely omit an element(s) to be completed at a later date.

The Quality Policy

We would like you to first establish your quality policy.

Quality policy
The quality policy is an element requirement of ISO 9001, clause 5.3 states:

Top management shall ensure that the quality policy:

• Is appropriate to the purpose of the organization.
• Includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system.
• Provides a framework for establishing and reviewing quality objectives.
• Is communicated and understood within the organization, and
• Is reviewed for continuing suitability.

This means that management, with executive responsibility, must determine and commit in writing:

• A signed commitment to quality by management with executive responsibility.
• What the objectives for quality are.
• How the quality objectives aim to meet customer need and expectations.

The signature on the policy confirms a commitment to both employees and customers through the organization’s quality policy. The point of the quality policy defined by those with executive responsibility is that it demonstrates commitment from those who have the power to act upon it.
Typically, the CEO or equivalent signs the quality policy. However, in some organizations, the entire management team has signed the quality policy. In other organizations, the entire population, i.e.: management and employees have signed the quality policy.

The policy should be made available to the whole organization as a means of communicating the intent and commitment by senior management. All employees should understand the quality policy. Management should decide how this is to be achieved. Usually some form of education such as awareness training for all employees, and induction for new employees is used.
The intent of the quality policy is that if a customer or potential customer approached an employee of a company which has implemented a Quality Management System, the employee would be able to sum up the policy statements.

In summary, the quality policy is a declaration signed and issued by the CEO, indicating the organization’s commitment to quality. The importance and use of this document is often underrated. It can be an effective marketing mechanism when displayed in foyers, notice boards, desktops, etc, and can provide an organization’s visitors with an opportunity to gain an overview of the organization’s intentions towards quality. It can also serve as a useful reminder to employees that the quality policy is a visionary document communicating the organization’s quality values or as a training tool during induction.

For the ease of preparing a quality policy, the structure has been presented in the form of 7 steps. It should be remembered however, that the headings in each step are NOT necessarily sequenced in this order. These ‘steps’ are in fact components which can be arranged in any order to suit the style of the organization.

1. Introduction
   The area of technology or industry field in which the company operates – e.g. what the company does.
2. Objectives
   The company’s intention concerning the products it manufactures or service it provides, with regard to quality. For example, the supply of only quality products ensuring customer satisfaction, and compliance with relevant regulatory and statutory requirements, e.g.: Product Standard, Environmental Standards and OH&S.
3. Commitment
   A brief statement of the company’s attitude and overall commitment to quality.
4. How
   A description of how to establish and maintain an effective quality assurance system, planned and developed in conjunction with other management functions – e.g.: staff training, customer focus and research and development.
5. Basis
   A reference to the appropriate compliance standard and/ or model upon which the quality system is based.
6. Directive
   An assertive statement by the CEO requiring all functions or levels in the company support the implementation of quality policy.
7. Result
   What will be achieved? For example, continued competitive position and/ or improved reputation in the market place.

HELPFUL HINT
If having trouble separating some of the seven parts, it is acceptable to combine any part of them.
The first example follows the above format exactly.

Example 1: Quality Policy

Quality Policy ABC is committed to be an international best practice company within the competitive food storage & Distribution Industry attuned to understanding its markets and in meeting or exceeding its customers needs. It is our objective to adopt a Total Quality Management approach, integrating the principles of continuous improvement of our systems and process, involving all our employees, and working in partnership with our customers and suppliers to ensure the storage and distribution of products meeting all regulatory requirements. Our commitment to quality is driven by senior management and extends to all functions and all levels of the organization. The company will maintain and constantly review, a Quality Manual which describes the quality system and responsibilities associated with the implementation and achievement of our quality objectives. The Quality Manual and associated systems will be structured in accordance with the appropriate International Standards described in ISO 9001:2000 and other applicable International Standards. Through Total Quality Management the company will develop and maintain culture which encourages and demands teamwork and participation in meeting our quality objectives. This policy assigns a responsibility for quality to all employees. The result will provide the basis for ABC to achieve competitive advantage and thereby prosper through growth and improved profitability. Signed by Fredrick Falsehammer Managing Director

Example 2: Quality Policy

Quality Policy ABC is a manufacturer of PVC Pipes made to comply with the International Standard ISO 11961:1996. It is our policy to strive to supply products and service to our customers that always meet or exceed their expectations. We, the top management, have committed to continually improve our products and systems in the pursuit of excellence in order to satisfy our customers’ needs and obtain a competitive edge in quality. In order to achieve this objective, ABC shall provide the necessary resources and training for all staff. Our training program is designed to ensure that all levels of staff understand our commitment to quality and emphasize that quality is the responsibility of every member of the staff. We believe that quality can always improve thereby we shall regularly review objectives and systems and ensure that they are consistent with ISO 9001:2000. Signed by Fredrick Falsehammer Managing Director

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