5.9 Appropriate Detail Level

There is also considerable debate with regard to the detail required in a quality policy statement. We have found that the conflict lies in the belief that a lack of detail is an appropriate way to create quality policy statements (e.g., just paraphrase the Standard and add the company's name).

We wish to demonstrate that although the level of detail varies widely with quality policy statements, what is of prime importance is that enough detail be available so that the reader can use your described rules and methods to intelligently make business decisions that impact their organization.

5.9.1 An ISO 9000-Certified Vendor

Every day buyers and quality personnel make joint decisions on whether to add a new key vendor to their approved supplier list. In those cases where the new supplier is ISO 9000-certified, one of the decisions that can be made is to avoid the expense of a vendor audit and rely on the depth and scope of the supplier's quality manual for the decision on whether to add the vendor to the approved supplier list (ASL).

We have been there when the quality manual arrives and is so nebulous that it cannot be used as part of the decision process. The first response is to laugh about it and wonder how in the world they were ever certified. The final response is anger because now thousands of dollars and several precious days must be spent to run the vendor audit. The final blow comes when the audit is run. The vendor turns out to have an effective QMS in place—another case were the manual does not reflect the competency of the supplier—a very common event.

We wish to demonstrate that a carefully determined level of detail in a quality policy statement can be an appropriate way to decide on the effectiveness of the statement.

5.9.2 Example #1—On Work Environment

First Statement The following is a broadly stated quality policy statement in partial response to 6.4: Work Environment: "All Excellent Corporation employees shall comply with work environment procedures."

Second Statement This is also a quality policy statement on the same subject, but it is definitive: "All Excellent Corporation employees wear safety glasses and ear plugs before entering designated manufacturing areas and are supplied with anti-ESD-compliant work stations, as required (Re: EC Work Instruction 6.4.01)."

Example #1 Analysis The first statement is a philosophical directive equivalent to reading back (or paraphrasing) the Standard. It uses the future tense, so it is not clear that the rule is actually in place yet. It is a common paraphrasing technique that deflates the effectiveness of the Standard. The second statement is in the present tense and has sufficient detail to be clear to anyone reading it that this is what the organization requires—and it can be readily audited. This statement is presented in a way that is similar to the phraseology used in ISO 10013:1995 Quality Manual Guideline, page 11.

5.9.3 Example #2—On Control of Monitoring and Measuring Devices (Clause 7.6)

First Statement A paraphrased quality policy statement: "The Excellent Corporation shall determine the monitoring and measurement to be undertaken and the equipment needed to provide product conformance to requirements."

Second Statement A definitive quality policy statement: "The engineering and quality-assurance departments of Excellent Corporation jointly establish the degree of acceptance testing required on all products during engineering transfer of product to production via ECO control; and documents such tests in production on specification work order. All inspection, measuring, and test equipment purchased for this purpose is reviewed and approved jointly by the engineering and quality-assurance departments for the accuracy and precision required. A 4:1 rule or better is used, as applicable, to determine instrument accuracy."

Example #2 Analysis The first statement yields neither responsibility nor method. The second statement is very clear and provides the reader with the type of knowledge necessary to either choose the vendor or prepare a productive audit of the vendor. One gets the feeling of competence and completeness.

5.9.4 Example #3—On Internal Audits (Clause 8.2.2)

First Statement A broad policy statement improved somewhat over a para-phrased one: "At Excellent Corporation, internal audits shall be scheduled on the basis of how important the activity is to the company and how well it has performed in previous audits."

Second Statement A definitive policy statement prescribed in ISO 10013: 1995(E), page 11, Par. 4.17.4.2: "The scope of the audits is determined with regard to the importance of the activities in question and the knowledge of any existing or likely problems. The audit frequency is, at least, for quality system audits—once per year; for product quality audits—twice per year; for process quality audits—once per year. Audit plans are made up and documented once per year. Checklists are prepared as an aid."

Third Statement This one is a definitive policy statement that specifies responsibility and avoids specific numbers, which could vary widely during the year: "At Excellent Corporation, to ensure QMS effectiveness, all of the elements of the Standard are audited against every department in both the Evergreen Street and Fir Street facilities, as applicable, with all areas covered during each calendar year by means of monthly audits. The director of manufacturing establishes the audit plan, selects and trains the auditors, and issues the internal audit schedules—which include vendor audits—as required. The frequency with which a given department is audited is based on the results of both previous audits and events that have occurred during the interim. The total audit program includes systems, process, and product audits. All audits require checklists prepared prior to the audit by the auditors and approved by the lead auditor."

Example #3 Analysis The first statement is again philosophical and uses the future tense. The second and third statements are detailed, yet concise, and loaded with information about the company. The reader has little trouble visualizing the depth and scope of the audit program in either statement #2 or #3.

5.9.5 Suggested Rule

A slightly modified journalistic formula of who, what, where, when, how, and why is a suggested rule to keep in mind as you write quality policy statements. For example, in Example #3, third statement, we can apply "the five Ws and an H" as follows:

Who = responsibility and authority = director of engineering and lead auditor;
What = the activity = an internal audit of all departments against all appropriate clauses;
Where = location of activity = in the two enterprise facilities;
When = frequency of activity = monthly audits during a calendar year;
Why = objective = to ensure QMS effectiveness;
How = method used = systems, process, and product audits.

The more we define the five Ws and an H, the clearer the quality policy statement becomes. The clearer the quality policy statement, the higher the rate of information within the enterprise.