Change: ADDITIONAL Requirements
Procedure Required: Must document quality objectives
Record(s) Required: NONE
Comments:
ISO 9000:2000 - "Quality management systems — Fundamentals and
vocabulary", section 3.2.5 defines the term quality objective
as:
quality objective
something sought, or aimed for, related to quality
This helpful definition necessitates that we re-visit ISO 9000:2000 - "Quality management systems — Fundamentals and vocabulary", section 3.1.1, for the definition of the word quality:
quality
degree to which a set of inherent characteristics fulfills requirements
The next logical question requires that we visit ISO 9000:2000 - "Quality management systems — Fundamentals and vocabulary", section 3.1.2, for the definition of the word requirement:
requirement
need or expectation that is stated, generally implied or obligatory
In my experience the vast majority of quality professionals lack a
sufficient grasp of the legal concept of "breach of contract". I would never
establish a quality objective of anything less than complete and full
compliance with all contractual obligations. Upon understanding the
risks associated with establishing quality objectives, one begins to
realize the relationship between the quality function and risk
management.
Barring the establishment of quality objectives that could place the
organization at risk (full admition of a lack of capability to fully
meet contractual obligations), this would only leave unspecified
(undocumented) customer needs and expectations with which to create
quality objectives of less than full compliance.
Although clearly defined (above) many quality professionals also
confuse the concept of efficiency with quality. Reducing the amount of
nonconforming product manufactured during a process results in an
efficiency improvement, not necessarily a quality improvement. Later,
the standard will address the concept of continuous improvement,
completely ignoring the concept of process optimization and refusing to
recognize the relationship between quality and risk management.
ISO 9001:2000, section 5.4.1 requires top management to ensure that
quality objectives, including those needed to meet requirements for
product [ref. 7.1a)], are established
at relevant functions and levels within the organization. The
quality objectives must be measurable and consistent with the
quality policy.
Guidance:
Follow in the proven footsteps of Hampton Inn. They only have one
quality objective and its posted in every one of their hotels. It
states "100% Customer Satisfaction". While all of us living in the real
world
will seriously doubt that every organization will allways achieve 100%
customer satisfaction, we must also recognize that it would be
illogical to admit that we weren't attempting to achieve that goal.
I suggest establishing two quality objectives:
(1) 100% compliance with customer requirements
(2) full compliance with ISO 9001:2000
I suggest documenting these quality objectives in your quality manual.
100% compliance with customer requirements can easily be measured through:
Full compliance with ISO 9001:2000 can be measured through the
internal
audit process.
Comments:
ISO 9001:2000, section 5.4.2a is essentially another redundant
requirement stating that the planning of the quality management
system must recognize the requirements contained in section 4.1 and 5.4.1.
ISO 9001:2000, section 5.4.2b introduces ISO 9000 users to the concept of change management.
Guidance:
Suggest addressing this requirement through simply paraphrasing the
wording of the standard in your Quality Manual. Be prepared to provide
appropriate "lip service" to your ISO 9000 auditor.
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Copyright © 2003 by Richard C. Randall This Page Last Revised: |
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