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-- QualitySystemManual - 02 Jul 2008

5. Management Responsibility & Leadership

5.1 Management Commitment

Top management has been actively involved in implementing the quality management system. It has provided the vision and strategic direction for the growth of the quality management system, and established quality objectives and the quality policy.

To continue to provide leadership and show commitment to the improvement of the quality management system, management performs the following:

  • Communicate the importance of meeting customer as well as statutory and regulatory requirements,
  • Establish the quality policy,
  • Establish quality objectives,
  • Conducting management reviews, and
  • Ensuring the availability of resources.

5.2 Customer Focus

The organization strives to identify current and future customer needs, to meet customer requirements and exceed customer expectations.

Top management ensures that customer requirements are understood and met with the aim of enhancing customer satisfaction. Customer requirements are determined, converted into internal requirements, and communicated to the appropriate people in the organization. (see 7.2.1 and 8.2.1). One of the purposes of the system is to insure that Customer On-Time Delivery and Quality Metrics Goals are achieved.

5.3 Quality Policy

We are committed to consistently meet or exceed our customers' expectations in product quality and delivery. We promote continuous improvement of customer satisfaction as part of our quality system.

Top management ensures that the quality policy

  • is appropriate to the business objectives of the organization,
  • includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system,
  • provides a framework for establishing and reviewing quality objectives,
  • is communicated and understood within the organization, and
  • is reviewed for continuing suitability.

5.4 Planning

5.4.1 Quality Objectives

Top management ensures that quality objectives, including those needed to meet requirements for product (see 7.1), are established at relevant functions and levels within the organization. The quality objectives are measurable and consistent with the quality policy.

  • Meet or exceed customer expectations by effective communication and review of customer requirements.
  • Provide our customers high quality products and services, on time delivery, and at a reasonable cost.
  • Effectively manage our products, processes, and services to provide superior customer satisfaction.
  • Promote the safety, awareness, and well being of employees through training and education.
  • Continuously improve our processes
5.4.2 Quality Management System Planning

Top Management ensures that:

  • the planning of the quality management system is carried out in order to meet the requirements given in 4.1, as well as the quality objectives, and
  • the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented.

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and Authority

Top management ensures that responsibilities and authorities are defined and communicated within the organization. An Organization Chart is maintained to illustrate the responsibility and relative authority of the personnel who manage, perform, and verify the activities affecting the Quality Management System. Job descriptions define the responsibilities and authorities of each of the positions on the organizational chart.

Supporting Documentation:

5.5.2 Management Representative

Top management has appointed a management representative who is a member of the organization's management, irrespective of other responsibilities, has the responsibility and authority that includes:

  • ensuring that processes needed for the quality management system are established, implemented and maintained,
  • reporting to top management on the performance of the quality management system and any need for improvement, and
  • ensuring the promotion of awareness of customer requirements throughout the organization.
  • the freedom to resolve matters pertaining to quality at all levels of the organization.

NOTE: The responsibility of a management representative can include liaison with external parties on matters relating to the quality management system.

5.5.3 Internal Communication

Top management ensures that appropriate communication processes are established within the organization and that communication takes place regarding the effectiveness of the quality management system.

5.6 Management Review

5.6.1 General

Top management reviews the organizationís quality management system, at planned intervals, to ensure its continuing suitability, adequacy and effectiveness. The review includes assessing opportunities for improvement and the need for changes to the quality management system, including the quality policy and quality objectives. Records from management reviews are maintained (see 4.2.4).

Supporting Documents:

Management Review Meeting Requirements

5.6.2 Review Input

Assessment of the quality management system is based on a review of information inputs to management review.

The inputs to management review include information on:

  1. Input from Top Management
  2. results of audits
  3. customer feedback,
  4. process performance and product conformity,
  5. status of preventive and corrective actions,
  6. follow-up actions from previous management reviews,
  7. changes that could affect the quality management system, and
  8. recommendations for improvement.

5.6.3 Review Output

The output from the management review includes any decisions and actions related to:

  • improvement of the effectiveness of the quality management system and its processes,
  • improvement of product related to customer requirements, and
  • resource needs.
Supporting Documentation:

Management Review Web

Next Component : 6. ResourceManagementComponent

Topic revision: r25 - 30 Apr 2018 - JohnKreis
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