Clause 5.2.1 of the ISO 9001:2015 standard, titled "Establishing the Quality Policy," focuses on the requirements for the creation, documentation, and communication of an organization's quality policy. This clause mandates that top management must ensure the quality policy:
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Is Appropriate: The quality policy must be relevant to the purpose and context of the organization, including the nature, scale, and impact of its activities, products, and services. It should support the strategic direction and framework for setting quality objectives.
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Includes a Commitment to Satisfy Applicable Requirements: This means the policy should commit to meeting applicable customer, statutory, and regulatory requirements.
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Includes a Commitment to Continual Improvement: The policy must express a commitment to the ongoing enhancement of the quality management system (QMS) to increase its effectiveness.
Furthermore, the quality policy must be:
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Documented: The policy needs to be formally recorded and controlled as documented information.
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Communicated and Understood Within the Organization: It is essential that the quality policy is communicated to all persons working for or on behalf of the organization to ensure they are aware of their individual contributions to its effectiveness.
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Available to Relevant Interested Parties: The policy should be accessible to stakeholders and other interested parties who may benefit from understanding the organization's commitment to quality.
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Maintained as Documented Information: This requirement ensures the quality policy is preserved and remains accessible for use where and when it is needed.
The establishment of a quality policy is a crucial step in defining an organization's overarching goals regarding quality. It provides a direction and a basis for setting measurable objectives, thereby guiding the organization’s strategic planning and daily operations towards improving performance and enhancing customer satisfaction.