ISO 9001:2000

5.5 Responsibility, authority and communication

Change: NEW Requirement
Procedure Required: NO
Record(s) Required: NONE

5.5.1 Responsibility and Authority

Comments:
A meaningless requirement.

Guidance:
Although not specifically required, I suggest that (as a minimum) you develop an organization chart depicting the hierarchy of the organization. Some ISO 9000 auditors believe that an organization chart is the minimum method possible to address this requirement!

A more comprehensive means of addressing this requirement is through the development of job descriptions (that include responsibilities and levels of authority). Most organizations should already have these documents. Responsibility and authority may also be addressed in documented procedures.

5.5.2 Management Representative

Comments:
ISO 9001:2000, section 5.5.1 requires that top management appoint a member of management as management representative. The management representative must have the responsibility and authority to:

a)  ensure that processes needed for the quality management system are established, implemented and maintained,
b)  report to top management on the performance of the quality management system and any need for improvement, and
c)  ensure the promotion of awareness of customer requirements throughout the organization.

Guidance:
Top management typically appoints a management representative through naming a position title (e.g., Quality Manager, Quality Director) within the quality manual; with the required responsibility and authority. The management representative typically reports directly to the president or CEO. If this is not the case in your organization (due to organizational culture or some other reason), then I suggest top management appoint a figure head management representative to whom a Quality  Manager can report directly. An ISO 9000 auditor will generally understand and spend their time with the Quality Manager.

The requirements of 5.5.2b also serve as a reference to 5.6 - Management Review. I suggest addressing this requirement through simply paraphrasing the wording of the standard in your Quality Manual.

The requirement contained in 5.5.2c is essentially meaningless because there are no procedures, records or any other form of objective evidence required to substantiate that the requirement has been met. I suggest addressing this requirement through simply paraphrasing the wording of the standard in your Quality Manual.

5.5.3 Internal Communication

Comments:
Another meaningless requirement.

Guidance:
I 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. If you would like to elaborate in your quality manual, common methods of communication regarding the effectiveness of the quality management system typically include (but are not limited to):

• A central e-mail address and phone directory
• Employee meetings / forums
• E-mails to all employees with access to a PC
• Messages on the internal and/or external web site
• Company newsletters
• Bulletin board postings