ISO 9001 Consultants | Cheshire | North Wales | Manchester

5. Leadership

5.1 Leadership and commitment

5.1.1 General


Your Top Management should demonstrate leadership and commitment to the QMS by


  • Being accountable for the QMS and its effectiveness.


  • Ensuring that the quality policy and objectives are established.


  • Ensuring that your QMS is integrated fully into daily working.


  • Ensuring that you establish and promote the process based approach with a focus on risk based consideration covered at 6.1.


  • Ensuring that sufficient resources are in place for your QMS operation.


  • Communicating the importance of effective quality management and conforming to QMS requirements by open discussion.


  • Ensuring that our QMS achieves its intended results and monitored through management review.


  • Engaging, directing and supporting all staff to contribute to the QMS by getting people involved.


  • Promoting continual improvement through induction, awareness and methods of reporting non-compliance. Promote improvement when issues are found.


  • Supporting management roles to enable them to effectively support your QMS, as it applies to their area of responsibility.



5.1.2 Customer focus


Top Management demonstrate leadership and commitment throughout by recognising the need to identify, at the earliest possible stage, your client requirements and whether you have the skills, resources and facilities capable of meeting their needs and providing customer satisfaction.


Top management aim to


a) Understand your customer compliance issues and ensure that they are determined, understood and met.


b) Understand the risks and opportunities that can affect your organisation, products and / or services and ensure that customer satisfaction is maintained.


c) Focus on enhancing and maintaining customer satisfaction in a sensible fashion.


5.2 Policy

5.2.1 Establishing the quality policy


Top management should establish a quality policy. This policy is periodically checked and is evaluated as still appropriate for your purpose. The policy sets out the framework for the setting out of your quality objectives at 6.2.


The policy should be


a) Appropriate to your organisation's purpose and context.


b) A commitment to satisfy applicable requirements.


c) A commitment to continual improvement of the QMS.



5.2.1 Communicating the quality policy


The quality policy should be


a) Documented.


b) Available to interested parties as appropriate.


c) Communicated on induction.


d) Available to your employees.



5.3 Organizational roles, responsibilities and authorities


Top management ensure that responsibilities and authorities for roles relevant for quality and ISO 9001 are in place.


The Person(s) Overseeing Quality Management is / are:


You do this by


a) Having Quality representatives in place, who in turn decide on the conformity towards ISO 9001.


b) Having inductions for staff and promote awareness of your management system.


c) Ensuring that processes are responsibly assigned by promoting responsibilities through operational procedures and training.


d) Increasing communication and awareness for opportunities relating to continual improvement.


e) Ensuring that the QMS is properly controlled, especially when changes are required, implemented and potentially documented.


Reporting of the QMS performance to top management is proven by


  • Internal audits


  • Management review


  • External certification body visits


I hope this helps

SteveB