ISO 9001 6.2 – Quality objectives and planning to achieve them
In this section, the main objective is defining clear, measurable quality objectives aligned with the organization’s quality policy and its strategic direction. The clause requires organizations to establish quality objectives and develop plans to achieve them to enhance customer service and the overall improvement of the effectiveness of the QMS.
In this blog post we will be discussing the following:
· Setting quality objectives
· Planning to achieve objectives
· Communication and Integration
· Review and Adjustment
· Benefits of compliance
International Organization for Standardization. ISO 9001:2015 Quality Management Systems – Requirements:
6.2 Quality objectives and planning to achieve them
6.2.1 The organization shall establish quality objectives at relevant functions, levels and processes needed for the quality management system.
The quality objectives shall:
a) be consistent with the quality policy;
b) be measurable;
c) take into account applicable requirements;
d) be relevant to conformity of products and services and to enhancement of customer satisfaction;
e) be monitored;
f) be communicated;
g) be updated as appropriate.
The organization shall maintain documented information on the quality objectives.
6.2.2 When planning how to achieve its quality objectives, the organization shall determine:
a) what will be done;
b) what resources will be required;
c) who will be responsible;
d) when it will be completed;
e) how the results will be evaluated.
Setting quality objectives
The organization must establish objectives that are:
1. Measurable: The objectives must be specific and quantifiable.
2. Relevant: Quality objectives should address areas that impact on customer satisfaction, product or service quality, and the organization’s performance.
3. Time-bound: Objectives must have clear deadlines to track progress.
4. Consistent with the quality policy: Quality objectives should align with the organization’s commitment to quality and continuous improvement.
Some examples of quality objectives include:
· Reducing product returns by 10%
· Enhancing on-time delivery performance to 95%
· Improving customer satisfaction scores by 5%.
Planning to achieve objectives
The organization must determine:
1. What will be done: Actions or initiatives to achieve the objectives.
2. What resources will be required: Identify people, materials, equipment, or funds needed.
3. Who will be responsible: Assigning roles and accountability for implementation and monitoring progress.
4. When it will be completed: Establishing timelines for each step and the overall objective.
5. How results will be evaluated: Defining methods for tracking and measuring success, such as performance metrics or KPIs.
Communication and Integration
1. The quality objectives must be communicated throughout the organization.
2. They should be integrated into the organization’s processes and considered in decision-making.
Review and Adjustment
1. Objectives may need to be updated or refined based on performance, changing needs, or external conditions.
2. During management reviews or other evaluation processes progress towards quality objectives should be reviewed.
Benefits of compliance
By implementing this clause effectively, organizations ensure that their quality objectives are actionable, achievable, and aligned with their overarching quality goals.
· Drives continuous improvement and aligns with quality initiatives with organizational roles.
· Enhances overall customer service satisfaction and competitiveness.
· Encourages a focused, strategic approach to quality management.
Quality Management System (QMS) Manual
The Quality Manual is a high-level document that it utilized to describe an organizations Quality Management System.
This digital download is fully customizable and includes all the base requirements to meet the intent of the ISO 9001:2015 Quality Management System.
In conclusion, 6.2 ISO 9001 Quality objectives and planning to achieve them emphasizes the importance of setting clear, measurable, and relevant goals to drive continuous improvement within the organization’s quality management system (QMS). In the next blog post we will be diving deeper into Clause 6.3 Planning of changes.
Related blog posts -
ISO 9001 – Planning Overview Clause 6: 6.1 – 6.3
ISO 9001 6.1 Actions to address risks and opportunities
How to determine your QMS Scope of Certification
Improvement- The Seven Quality Management Principles
4 Steps to Achieving ISO 9001 Quality Management System Certification
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