5.3 The Quality Policy – ISO Explained

Why is it necessary to have a Quality Policy?

The quality policy serves an important role in the function of your QMS and, therefore, your overall business. It provides the highest level objective for your system’s function, providing direction for each action and decision by all members of your team. When the quality policy is thoughtfully and intentionally created and circulated, it has the ability to affect the full culture of your business, aligning each member of your team to the common goal. It isn’t just important — it’s a crucial component of the success of your QMS.

Communicating a Quality Policy Statement

Because of its role in your success, you must prioritize ensuring your team is educated about the policy. Communication is key.

This statement is a high-level planning topic, so it must resonate with and be understood by all members of the team. During the certification audit, the registrar will ask employees to tell them about the company’s quality policy. Each member of your team will be expected to be able to convey its main themes and tell how it relates to their day-to-day actions. It isn’t required for them to recite it verbatim, but it’s crucial that they are able to demonstrate their understanding of the policy’s goals.

For your team to contribute to your audit’s success, you must do the work to educate them on the policy — its function, purpose, and content.

Once your quality assurance statement has been created and approved by leadership, create a communication plan that targets each member of your organization. Employ multiple channels, providing both auditory and visual explanations of the policy, and be sure to provide ample time to allow the policy to seep into your team’s vocabulary.

The following are just a few suggestions you may consider as ways to communicate your quality policy to your team:

• Town hall-style meetings: Hold meetings where the entirety of your team receives the information directly from your quality department or business leaders.
• Email communications: Send emails to team members and key stakeholders detailing the new policy and offering an in-depth explanation of its purpose and importance.
• Print materials: Posters, stickers or T-shirts can provide the quality policy in print for each team member to see and read independently.
• Verbal Repitition: Restate the quality policy at key points in your team’s experience, such as during morning announcements or at the start of each team meeting.

When it comes to communication,  especially surrounding a new and complex topic, companies are often met with a bit of pushback. Stay diligent. Consistently remind your team why you are pursuing ISO certification and why their thorough understanding of the quality policy statement — and any following objectives — is important. Convey the direct benefits they will receive from the creation of the quality policy. For example, it could help set clearer expectations for their role, guide safer and more efficient processes, or even lead to the contribution of their continued learning and opportunities for the future.