ISO 9001:2000

5.3 Quality Policy

Change: ADDITIONAL Requirements
Procedure Required: NO
Record(s) Required: NONE

Comments:
ISO 9000:2000 - "Quality management systems — Fundamentals and vocabulary", section 3.2.4 defines the term quality policy as:

quality policy
overall intentions and direction of an organization related to quality as formally expressed by top management.

With this ambiguous definition, ISO 9001:2000, section 5.1b requires the establishment of a quality policy and section 4.2.1a requires that the quality policy be documented. This section (5.3) requires that "top management" ensure that the quality policy:

1. a) is "appropriate" to the purpose of the organization,
2.        Note - the word "appropriate" always suggests ambiguity and subjectiveness rendering every word that follows it un-auditable (or at the very least highly arguable).
3. b) includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system,
4. c) provides a framework for establishing and reviewing quality objectives,
5. d) is communicated and understood within the organization, and
6. e) is reviewed for continuing suitability.

Guidance:
The quality policy can be as simple as the following example:

"ABC Company is committed to comply with requirements and continually improve the effectiveness of the quality management system."

I suggest documenting the quality policy in the Quality Manual to satisfy sections 5.1b, 4.2.1a & 5.3.

The "Framework" mentioned in 5.3c is addressed in the above sample quality policy by establishing and limiting the quality objectives to simply (1) complying with requirements and (2) continuous improvement of the "effectiveness" of the quality system. Questioning whether such a simple quality policy meets the requirements and intent of ISO 9001:2000, many organizations make the mistake of expanding their quality policy to include areas that are, by definition, not quality related. Reference the definition for quality contained in ISO 9000:2000 - "Quality management systems — Fundamentals and vocabulary", section 3.1.1:

quality
degree to which a set of inherent characteristics fulfills requirements

5.3d further requires that the quality policy be communicated and understood within the organization. This is most easily accomplished through including it as a part of employee training.

CAUTION - Phantom Requirement:
Some ISO 9000 auditors expect workers to actually know the quality policy. While employees are not typically expected to recite the quality policy from memory, they should have ready access to the quality policy.

Note:
5.3e requires the quality policy to be reviewed for continuing suitability. This requirement is an unnecessary duplication of the requirement contained in section 5.6.1, "Management Review" for the quality policy to be reviewed during management reviews!