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Quality policy refers to the organization
Top management
The official release of the general quality purpose and direction of the organization. Generally, the quality policy is consistent with the general policy of the organization and is formulated
Quality objective
Provide the framework.
Quality management principle
Can be used as a basis for quality policy.
Quality policy, also known as quality policy, for enterprises, quality policy is an enterprise
Quality behavior
The guidelines reflect the top management of the enterprise
Quality consciousness
Also reflects the enterprise
Quality management
Sum of purpose
Quality culture
. In a certain sense, the quality policy is the quality of the enterprise
Management concept
.
[1]
- Chinese name
- Quality policy
- Official release
- Top management
- nature
- An important part of the general policy
- correlative
- Quality First, service first
The quality policy is
Enterprise management
As part of the general policy, different enterprises can have different quality policies, but all must have clear
charisma
. "Survival by quality, development by product", "quality first, service first", "catching up with the world or the advanced level of the same industry" and so on such a number of quality policies (service enterprises called
Service purpose
It is suitable for the external publicity of enterprises, because it is a high generalization of the quality policy of enterprises and has a strong appeal. However, as far as the internal guidance activities are concerned, such description and generalization are too general, so it needs to be clear and specific.
Quality policy
It generally includes: product design quality, relationship with suppliers, requirements for quality activities, after-sales service, manufacturing quality, economic efficiency and quality inspection requirements, and quality management education and training.
Note 1: Usually the quality policy is consistent with the organization's general policy and provides a framework for setting quality objectives.
Note 2: Proposed in this standard
Quality management principle
Can be used as a basis for quality policy.
Generally include the following aspects:
(1) Product design quality. OK
Enterprise product
The level of quality to be achieved, that is, on the product
Design quality
Different enterprises can have different quality policies:
① Design quality jumped to a leading level in
International market
co-have
Competitive ability
Products can be sold at high prices for a period of time (
High quality and high price
) to enable the enterprise to obtain
Excess profit
;
② The product has high reliability, in
Domestic market
Have the competitive ability to sell at the same price as competitors while increasing
Service quality
Outsell competitors;
③ The product maintains a certain level of quality and is greatly reduced
Manufacturing cost
Appropriately reduce the sales price, in order to small profits and quick sales;
(4)
Product quality
The level is general, but has a variety of other functions, can achieve a multi-purpose machine, to meet user requirements. Every business must be based on
Market demand
Information and this enterprise's
Personnel quality
, Technology, resources, environment,
Productive capacity
And other conditions, determine the design quality policy that should be adopted.
(2) Relations with suppliers. The form of cooperation with the supplier, such as determining the method of acceptance of the supply, shall be long-term cooperation
supplier
Provide various technical and material assistance to assist suppliers
Quality assurance
Activities, regular investigation and evaluation of its quality assurance capabilities.
(3) Requirements for quality activities. General enterprise quality activity requirements are:
② The technical department must provide the quality control department with solutions and specific measures to solve the key quality problems and improve product quality;
③ Establishment, formulation and implementation
Quality objective
,
Quality plan
required
Quality assurance
The organization and its functions;
④ Each department undertakes it
Quality function
Written working procedures and practices should be provided; ⑤ Coordinate various quality activities; 6.
Periodic inspection
The implementation of various technical organizations is completed and so on.
(4) About after-sales service. Identify general principles for selling and serving customers, such as those of an enterprise
Management policy
Acceptance of orders and sales methods,
Technical service
Requirements, product "three guarantees" and "three guarantees" and so on.
(2) Quality cost analysis and control requirements;
(3) The procedure and authority of adaptability judgment;
Case 1
1, establish to meet the requirements of the accreditation criteria
Quality system
And maintain the effective operation of the system, continuous improvement, and build a first-class domestic testing institution;
2, the test results are reliable, the test report is not wrong judgment, misjudgment, annual report
Error rate
≤5‰, unqualified items
Corrective action
100% completion rate, safe
Operation rate
100%;
3. Maintain instruments and equipment
advancement
I'm using the instrument
Equipment integrity rate
100%,
Measuring instrument
Periodic verification rate 100%;
4, seriously do a good job of service, contract performance rate 100%, complaint handling rate 100%,
Customer satisfaction rate
It's 100%.
Case 2
1. Every year
Invest capital
Not less than 1 million yuan for updating instruments and equipment to ensure good resource allocation;
2. Strengthen personnel training and improve personnel
Technical quality
, personnel
Training plan
The actualization rate is 100%. At the same time, there is a purpose to introduce 1-2 high-level players every year
Professional and technical personnel
;
3, set up a special
Information management
Department - Quality Technical Management Department,
Tracking detection
Technical standard
Changes in specifications, always maintain detection
Data validity
.
Sample quality policy diagram
The ISO9000 standard requires managers to formally document the quality policy to ensure that it is understood by all concerned and that appropriate steps are taken to implement it fully. In determining the quality policy, the manager should make it clear that one of the main objectives of the enterprise is to make the user completely satisfied, because the survival of the enterprise can not be separated from the support of consumers at any time. Management's commitment to the quality policy should also be clearly stated.
Good quality is the result of collective cooperation efforts, rather than relying on orders and factory director (or general manager) directives, so the quality policy should be the consensus of all relevant personnel and participation in the development, but also should be the enterprise's background, culture, technology and market trends and managers
Long-term goal
Take that into account.
The quality policy should be issued by the factory director (or general manager), which demonstrates the company's commitment to quality and communicates the right information to lower-level employees to ensure the effective implementation of the quality policy. Within the company, the quality policy should also be communicated in plain language to as many people as possible, and employees should be aware of it
Enterprise objective
And the need to consistently implement a quality policy in order to achieve these objectives.
Staff training and establishment
Quality consciousness
The best way is for managers at all levels to lead by example.
Top management
The quality policy should be adhered to despite its
Implementation process
Products may be rejected, raw materials cancelled or costs temporarily increased. If the top management is not resolute and thorough in the implementation of the quality policy, it will have a serious long-term impact on the enterprise, and employees may no longer strictly implement the quality policy.
Quality policy
Requirements of the new version of the standard
1. Requirements
Top management
The quality policy shall be developed to ensure that it meets the following requirements
(1) Suitable for the purpose of the organization
Because an organization objectively exists multiple
Management system
: For quality management, environmental management,
Financial management
, health and
Safety management system
This requires that each system must be designed to achieve the purpose of the organization and in general
Strategic objective
The establishment of the system requires that the policies and objectives of each system must be compatible with it,
Quality management system
No exception, of course.
Meet the requirements: including customer express, customary implied, applicable laws and regulations to assume the responsibility and obligation, as well as the organization's commitment to the customer; Society is progressing, technology is developing,
Market competition
In the intensification, customer requirements will continue to increase, so in order to survive and develop, the organization must establish the eternal goal of continuous improvement. This is a new requirement clearly put forward by the new standard.
(3) Provide a framework for the development and evaluation of quality objectives
Quality policy is the framework and basis for an organization to establish quality objectives.
Quality objective
It is the development and implementation of quality policy. The purpose of providing the framework is to ensure that the quality objectives established and evaluated are consistent with the quality policy and, consequently, that the quality policy is compatible with the purpose. Providing a framework also requires the organization to establish an expansion of quality objectives
Evaluation system
To ensure full deployment and effective implementation. This is also a new requirement clearly put forward by the new standard.
(4) Communication and understanding at the appropriate level of the organization
The purpose of communication is to understand requirements and resolve inconsistencies; The mode of communication usually consists of
Top management
Communicated/implemented at the appropriate level or issued in the form of a document,
Organizational learning
For the purpose of communication and understanding.
(5) Be evaluated for ongoing suitability
This is not explicitly stated in version 94, but in
Management review
This requirement has been implied in. Many certified registered enterprises have not modified their quality policy, and rarely review the continuous suitability of the quality policy in management review, resulting in implementation
effectiveness
They're not high.
(6) The quality policy shall be documented and followed
File control
It is required to control the links of its formulation, approval, review and modification.
2. Require top management to establish quality objectives at relevant functions and levels of the organization and ensure the following.
(1) Quality objectives can be measured
The quality objective is the development and implementation of the quality policy, especially at the operational level, the quality objective must be quantitative. Otherwise, the implementation of the target can not be checked, can not be evaluated, the implementation is easy to become a mere formality.
(2) Quality objectives must be developed at relevant functions and levels
Expand to "Management by Objectives"
System diagram method
From the top to the bottom of the step by step expansion, in order to achieve from the bottom to the step by step guarantee.
(3) The content of the quality objectives shall be consistent with the framework provided by the quality Policy and shall include a commitment to continuous improvement and all elements to meet the requirements.
This is"
Customer-centric
's
Management principle
, in
Quality objective
In the concrete embodiment, but also the realization"
Customer satisfaction
"An important means. Therefore, the standard puts forward content requirements that meet the "requirements".
The above three points are new requirements or further clarifications proposed by the new version of the standard. Anyway, the new standard is clear
Top management
Responsibility for establishing quality policy and quality objectives: It is emphasized that the establishment of quality policy and quality objectives is to meet customer requirements and requirements
Interested party
It pays attention to the effectiveness of the implementation, so it puts forward the requirement of "continuous suitability review" for the quality policy and puts forward the quality objective
measurable
And unfold the requirements. These are not explicitly mentioned in version 94.
Each enterprise in the establishment, development process has its own specific general policy of management, this policy reflects the business purpose and philosophy of the enterprise. Under the general policy there are many sub-policies, such as
Strategic policy
, Quality policy, safety policy, market policy, technical policy, procurement policy,
Environmental policy
Labor policy and so on. As the whole society people on
Quality consciousness
With the continuous improvement of the quality policy, the status of the general policy of the enterprise is increasingly important, and quite a number of enterprises directly treat the quality policy as the general policy of the enterprise. The enterprise quality policy is the standard of all the behavior of the enterprise. Enterprises set goals, formulate and select strategies, and carry out various qualities
Event planning
And so on, can not leave the guidance of the enterprise quality policy.
Quality is things
Inherent attribute
Everything has quality problems, how do people understand quality problems, how to treat quality problems, that is, people's
Quality consciousness
The problem is the enterprise
Quality culture
An important part of. "Attitude is everything." What kind of quality awareness does the employee have
Quality management system
What kind of process there is, what kind of quality products will be produced. Without the guidance of the enterprise quality policy, the quality awareness of the enterprise staff may be messy and independent, and the products it produces are difficult to meet the needs and expectations of customers. Therefore, to improve the quality awareness of employees, enterprise leaders need to hold up the banner of quality culture and unify the quality awareness of employees in a higher level
Consciousness level
This banner is the quality policy of the enterprise.
2, enterprise quality policy is the starting point for enterprises to solve quality problems
The enterprise is in
Production and management
In the process, quality problems are everywhere, all the time, such as whether the products produced are qualified, whether the work is carried out according to the procedure, how to deal with unqualified and so on. Quality management is the guidance, coordination, control and disposal of quality, etc., of course, also includes the solution of quality problems. Quality policy is the basis and starting point of these activities.
Because people have different views on things, they also have different ways of dealing with problems, often resulting in contradictions and conflicts. You want this, he wants that, then the quality policy and the relevant documents reflecting the quality policy will become the basis for everyone to reach a consensus and solve the problem, and the quality policy will make everyone have a unified understanding on these issues. Things and practices that meet the quality policy are right, and things that do not meet the quality policy cannot be done. Even if the documents or procedures have provisions, or which leader decides, they should be modified or corrected according to the requirements of the quality policy, and cannot be allowed to contradict and deviate from the quality policy for a long time. It often appears in the production and operation of enterprises
Production management
Departments simply pursue output, may disregard quality; The sales department only thinks about expanding sales and bringing defective products to market... . These should be corrected in accordance with the quality policy.
3, the enterprise quality policy is to formulate and review
Enterprise quality objective
The basis of...
Quality policy and objectives are twin sisters linked together. The quality policy provides a framework for formulating and reviewing quality objectives. The quality objectives are established under the guidance of the quality policy. Whether the enterprise has rationally allocated and utilized the resources to achieve the results stipulated by the quality objectives depends on whether it meets the requirements of the general direction of the quality policy.
4, enterprise quality policy The foundation for the establishment and operation of the quality management system
Quality policy is the action program of enterprise operation, and as a guiding ideology, it guides the establishment of quality management system, including quality
Functional decomposition
The setting of the organization, the determination of the process, the allocation of resources, etc., should be unified under the framework of the quality policy. In particular, the establishment of enterprise documented quality management system is the embodiment and embodiment of quality policy in it. The quality policy is the highest standard for testing the effective operation of the quality management system.
