A quality policy is a guideline created by companies to ensure a quality standard for the products/services offered by them. This type of policy is used to guide the continuous improvement of processes and decision-making that directly impact customers.

See also: 5 steps to build a good compliance policy

What is Quality Policy

The quality policy is directly related to the ISO 9001:2015 standard, which brings a very specific requirement for its training. Item 5.2 of the rule establishes the obligations that this document must have. This includes its structure, the roles and responsibilities of the people involved in it, as well as defining how policy communication should be done within an organization.

Therefore, the quality policy is probably the most important step in the implementation of an effective Quality Management System (QMS). In practice, it is a documented and publicly available statement indicating the organization’s commitment and intentions to ensure customer satisfaction.

Your quality policy should include the organization’s general guidelines, intentions, and objectives regarding quality. It should be connected to the purpose and context of the organization, support its strategic direction, provide a framework for setting quality objectives, and include a commitment to continuous improvement of the QMS.

How to establish the quality policy?

The quality policy must present the commitment to meeting all the company’s own requirements, as well as those of other stakeholders, to continuously improve your company’s results.

Before preparing it, it is important to check the context of the organization, and the processes determined and define clarity in relation to what the quality policy wants to achieve. That way, you can be sure that it supports the company’s strategic direction.

The document description needs to demonstrate management’s commitment, be appropriate to the organization’s purpose, and provide a reference system for establishing objectives.

It is through the quality policy that all stakeholders, such as customers, suppliers, employees, and shareholders, among others, will be aware of how the company thinks and practices quality in its daily life.

During quality audits, this policy is often consulted and tested to ensure that the objectives, goals, and the review itself are consistent with the policy statement.

Therefore, it is of utmost importance that the content of the policy is clear and does not contain far-fetched and confusing statements that are difficult to demonstrate, measure, or achieve.

When preparing this document, it is essential to consider the strategies and specificities of your company. Copying pre-made templates and examples may not reflect your organization’s objectives and strategic direction, causing problems for your management system and certainly leading to non-conformities in your audits.

Instead, you can rely on a few steps that will guide you in building your quality policy in the right direction. Check out six tips to help in this process:

1. Understanding the Context of the Organization: Understand your company’s internal and external environment, including the needs and expectations of all stakeholders.
2. Involvement of Senior Management: Senior management must be committed to and involved in the creation of the quality policy. It is essential that they act in defining the organization’s intentions and directions in relation to quality.
3. Definition of Clear Objectives: The policy needs to provide a framework for establishing quality objectives that are measurable and aligned with the company’s strategy.
4. Effective Communication: The quality policy must be communicated to all levels of the organization to ensure that everyone understands it and is committed to it.
5. Review and Continuous Improvement: This documentation should be reviewed periodically to ensure that it remains relevant and effective, promoting the continuous improvement of the QMS.
6. Documentation and Dissemination: Document the quality policy and ensure that it is available to all stakeholders, both internal and external, easily and securely.

These steps help ensure that the quality policy is an effective guide for the organization, promoting excellence and customer satisfaction while considering the specifics of your business.

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Quality policy and continuous improvement

The policy must be defined to aim at continuous improvement. That is, the organization needs to review it whenever necessary to ensure that any changes in the context, stakeholders, or its requirements are reflected in it.

Quality policy and senior management

Top management is responsible for establishing, implementing, and maintaining the company’s quality policy. In addition, this officer(s) should ensure that responsibilities and authorities for relevant roles are assigned, communicated, and understood in the organization.

In other words, top management must be fully involved in all stages of the policy: creation, reviews, and disclosures. It is common, although not mandatory, for an organization to demonstrate the commitment of its management by signing the approval of the policy by senior management.

How to disseminate the quality policy in the company

All employees need to be aware of the quality policy and the organization needs to ensure that the requirements contained in it are understood, implemented and maintained.

How the policy is made public may vary from company to company. Below, see some examples of ways for companies to publicize and raise awareness of the policy:

• Banners in the physical space of the establishment;

• Description on employee badges;

• Description on the wallpaper of the company’s cell phones and computers;

• Controlled copies are distributed in the places most frequented by employees;

• Description on the company’s website.

In addition, it is important to promote continuous training explaining to all levels of the organization how each policy requirement is measured and controlled within your company. Another strategy is to carry out sporadic evaluations of how this knowledge is shown among employees.

A valuable tip: do not focus only on production operators, as it is often the administrative employees who do not clearly assimilate the policy — therefore, they cannot explain it to an auditor, for example.

Also, remember that communication should also be done to everyone who works for or on behalf of your organization. This includes subcontractors, temporary staff, and distant workers. Everyone needs to be aware of their roles and responsibilities concerning politics.

Conclusion

Quality policy is a fundamental element for any organization that seeks excellence and customer satisfaction. It not only sets internal standards and expectations but also communicates the company’s commitment to quality to all stakeholders.

Implementing an effective quality policy requires the involvement of senior management, the definition of clear and measurable objectives, and effective communication at all levels of the organization. Additionally, periodic reviews and continuous improvement are necessary for the policy to remain relevant and aligned with the company’s strategic objectives.

By adopting a robust quality policy, companies can create a culture of improvement and innovation, which is essential for staying competitive in the market. This care serves as a guide for all quality-related decisions and actions, promoting a proactive approach.

With an unwavering commitment to quality, organizations can not only meet but exceed customer expectations. This way, you can strengthen your reputation and ensure sustainable growth in the long term.

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