The Quality Policy, as defined in ISO 9000 – Fundamentals and Vocabulary, is “The overall intentions and direction of an organization related to quality as formally expressed by top management.” In writing this, one must first understand the requirements of the ISO 9001 standard. Sub-clause 5.3 requires:

Top management shall ensure that the quality policy

a)     is appropriate to the purpose of the organization,

This requires the Top Management to express the nature of business of the organization in their quality policy, (e.g.  …provides quality electronic sub-contracting services…; …provides quality Hard Disk Drive Sub-assemblies…; provides quality third party logistics services…). Depending on the direction of the top management on its quality commitment to the customers and with due consideration on the organization’s capability to deliver products or services, the Top Management may even use the specific and appropriate quality dimension. Thus replacing the word “quality”, one might have the following statements instead: …provides efficient electronic sub-contracting services…; …provides Hard Disk Drive Sub-assemblies at six sigma quality…; …provides reliable third party logistics services.

b)    includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system,

Simply, there should be a stated commitment to comply with customer, statutory and regulatory requirements and commitment to continually improve the effectiveness of the QMS.

c)     provides a framework for establishing and reviewing quality objectives,

This requires that the quality objectives are specifically established to achieve what the quality policy commits to deliver to its customers or stakeholders.

d)    is communicated and understood within the organization,

Communicating the quality policy is more of articulating it during meetings or general assemblies other than the common approach of distributing quality policy cards to employees. As always, it is best understood when leaders “walk the talk”.

e)     is reviewed for continuing suitability.

Many times, business directions change over time brought by economic circumstances as often determined during strategic planning. Therefore, it is the responsibility of the top management to review the suitability of the quality policy in terms of new business ventures or diversification.

While items a and b are commonly stated in the quality policy, items c, d and e are typically expressed as postscripts in section of the quality manual where quality policy is stated. For better appreciation, below are the sample quality policies:

(Sample 1)

We provide efficient and effective total logistics and business process outsourcing services;

We exceed customers’ expectations;

We adhere to statutory and regulatory requirements; and

We involve the whole organization;

So that we can deliver products and services to all our external and internal customers

On-time, every time!

In order to do these:

Management spearheads the implementation of this quality policy to both our customers and our personnel through the following:

-         Ensuring that quality objectives are established in support to the achievement of the Quality Policy.

-         Continuously reviewing and improving the effectiveness of the Quality Management System.

-         Reviewing the continuing suitability of the quality policy to the company’s services during Management Review.

-         Articulating the Quality Policy through the organization’s Internal Communication processes.

(Sample 2)

We provide proactive, timely and accurate executive decisions to effectively carry out the mission and functions of THE INSTITUTION.

We commit to fulfill legal and stakeholder requirements by:

Empowering our people,

Involving the whole organization and

Continually improving the effectiveness of our Quality Management System

In order to do these:

Management spearheads the implementation of this quality policy to both our stakeholders and personnel through the following:

-         Ensuring that quality objectives are established in support to the achievement of the Quality Policy.

-         Reviewing the continuing suitability of the quality policy to the institution’s services during Management Review.

-         Articulating the Quality Policy through the institution’s Internal Communication processes.