How to Develop Quality Goals and Objectives | ISO 9001 2015

Описание: This video shows how to develop quality goals and objectives and how quality objectives can be consistent with the quality policy and be measurable. Per ISO 9000 2015 Quality management systems — Fundamentals and vocabulary, element 3.5.8 policy includes “…intentions and direction of an organization.” In other words, our quality policy should contain our commitment to the interested parties, specifically our customers.

“We will meet or exceed our customer needs and expectations.” This statement is nearly a boilerplate in almost all policies I have seen. It may sound good, but there is a problem here. For example, what objective should be for on-time shipping to be consistent with this policy? Right, it should be at least 100 percent on the promised date, but very few companies follow this rule. More often than not, I see objectives 90 percent, 95, 98, or whatever, but not 100%. Such a combination of commitments and quality goals and objectives is a non-conformity against requirement 6.2.1 a), so be thoughtful when setting your objectives related to your pledges in your quality policy.

This confusion related to how to develop quality goals and objectives may arise from the buzzword used by some presenters. They advocate that quality objectives should be SMART or specific, measurable, achievable, realistic, and timely. While some of these are good tips for quality objectives, some of them are debatable at best. Let’s examine them and see what works and what does not.
Objectives should be specific, that is right: reduce scrap, increase customer satisfaction score, and others.
Measurable, of course: reduce scrap by 5 percent; Increase customer satisfaction score by 5 points, and others.
The following two are a big “no-no.” Objectives could not be “achievable” or “realistic” if we were to comply with the standard because the standard does not contain these terms or suggest that objectives shall be realistic or achievable. Objectives SHALL BE CONSISTENT WITH THE QUALITY POLICY, period!
The last bullet: “Timely,” is a valid point: you should not consider objectives without when you need them. Reduce scrap by 5 percent by the third quarter of this year; increase customer satisfaction score by 5 points by the end of the fiscal year; and others.

Bruce Lee once said:
“A goal is not always meant to be reached; it often serves simply as something to aim at.”

I hope this video on how to develop quality goals and objectives will help you set your objectives that meet the requirements of ISO 9001 2015 standard.


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