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5.2.1. Developing the quality policy, in ISO 9001

The quality policy must be sharp, employees and leaders must know exactly what to do, so it is extremely important not to leave the quality policy aside.

The quality policy aims to determine a quality standard for the products and services provided by the organization. It is the commitment created with customers, suppliers, employees and all those who receive some kind of influence from the organization.

In today’s article we will talk about the requirement 5.2.1 Developing the Quality Policy, from ISO 9001. We will understand a little more how the quality policy works and its importance within organizations.


What is quality?

The concept of quality is related to the perceptions, needs and results of each individual. Bringing this concept a little more to organizations’ quality policy, we can say that quality is the set of characteristics that are part of a product or service.

These characteristics have the function of satisfying the customer’s need or, as we say in the business world, solving a pain. That is, solving a problem or providing a service that solves the customer’s problem.

The organization must guarantee internal quality in order to consequently have the quality perceived externally and, thus, achieve the main objective: customer satisfaction.


ISO 9001:2015: 5.2.1 Developing the quality policy

Let’s see the requirement as the ISO presents us:


Senior Management must establish, implement and maintain a quality policy that:

a) is appropriate to the purpose and context of the organization and supports its strategic direction;

b) provide a framework for setting quality objectives;

c) includes a commitment to satisfying applicable requirements;

d) includes a commitment to continuous improvement of the quality management system


In addition, it should be noted that top management is responsible for preparing the organization’s quality policy, establishing policies and guidelines. In addition, of course, to ensuring that it meets all the requirements that the standard brings.


Let’s better understand each of these requirements.


a) is appropriate to the purpose and context of the organization and supports its strategic direction

The organization must know what its objective is, that is, know where it wants to go, what point it wants to reach. The organization needs to know which market it is inserted in, be aware of the external and internal factors that affect its processes, whether positive or negative, and express this in the quality policy.

This is because, in order to achieve its goals, it is essential that the organization has a strategic direction. Something that will help her to know what management, tactical and operational actions will be that the organization will adopt for the success of its processes. And politics is one of those drivers.


b) provide a framework for setting quality objectives

Quality objectives are the goals that the organization wants to achieve within its management system. Quality policy must be associated with these objectives and encourage means of achieving them.

For example, an organization aims to increase its production numbers. The objective that can be achieved for this greater objective of increasing demand to be fulfilled is the purchase of more machinery and the hiring of more employees.

It is necessary to create a structure so that small goals are fulfilled, and consequently reach a bigger goal. And politics needs to encourage this!

c) includes a commitment to satisfying applicable requirements

Without a doubt, it is one of the main obligations of an organization to satisfy the applicable requirements, such as those that have been agreed between all involved (or interested) parties.

Thus, it is necessary to comply with its quality policy, statutes and contracts, requirements demanded by customers, regulatory bodies and external regulations that govern the organization. Among several others.

Therefore, the quality policy must provide support, creating facilitating actions so that all these objectives are met.


d) includes a commitment to continuous improvement of the quality management system

Having a commitment to improvement is having an idealization of growth and constant evolution of the organization. The quality policy of an organization must include this requirement, create actions to motivate growth and evolution to always deliver the best for the customer.

Evolving the quality of an organization is essential for its growth, for greater customer satisfaction and for not being left behind its competitors. Imagine that an organization reaches a very high level of production and settles down, not looking for a constant evolution, this will give margin and time for other organizations to reach it, causing it to lose its quality differentials.

Therefore, it is essential that organizations understand that the quality process is a continuous process and that it always seeks evolution!


Importance of applying the quality policy

The standard says that the quality policy needs to be understood, communicated and applied, that is, there is no point in creating it and not putting it into practice. Transforming this policy into a culture within the organization, making it present in the daily lives of employees, customers and leaders, is extremely important.

For this, there must be communication, making it visible and introducing a process of evolution in the operational environment.

During the period of operation of an organization, numerous decisions need to be taken quickly and in the most efficient way possible, knowing what should be done, what action should be taken in a given situation is essential to save time, increase the production and the quality of operations.


For this, the quality policy must be sharp, employees and leaders must know exactly what to do, which is why it is extremely important not to leave the quality policy aside!

QMS Certification

QMS Certification

QMS is an accredited third party certification body, it is currently present in 33 countries and focuses on the certification of management systems. QMS America is managed by the US office and has consistently grown in market recognition by technical level, customer satisfaction and competitive pricing.

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