ISO/DIS 9001 - LEADERSHIP

ISO/DIS 9001 - LEADERSHIP

Keshav Ram Singhal

Clause 5 of ISO/DIS 9001 provides requirements related to the leadership. Leaders at all levels in an organization establish unity of purpose and direction of the organization to achieve the purpose. Leaders create suitable environment in which people become fully involved and engaged in achieving organization's quality objectives. Here it is important to note that 'leadership' is one of the quality management principles on which ISO/DIS 9001 is based.
The relevant sub-clauses are as under:
5.1 Leadership and commitment
5.1.1 Leadership and commitment for the quality management system
5.1.2 Customer focus

5.2 Quality policy

5.3 Organizational roles, responsibilities and authorities

Similar requirements are the part of ISO 9001:2008 standard in clause 5 under the heading 'Management responsibility'.

Leadership and commitment for the quality management system

As per requirements of ISO/DIS 9001, top management of the organization is required to provide evidence of (demonstrate) leadership and commitment with respect to the quality management system of the organization. Accordingly, top management is required to:
- take accountability of the quality management system effectiveness
- ensure: (i) establishing quality policy and quality objectives for the quality management system that are compatible with the strategic direction to which the organization moves and the context of the organization, (ii) communicating, understanding and applying quality policy within the organization, (iii) business processes of the organization are carried out with the integration of the quality management system requirements, (iv) availability of resources needed for the quality management system, (v) quality management system of the organization achieving organization's intended results
- promote: (i) process approach awareness, (ii) continual improvement
- communicate: (i) importance of effective quality management system, (ii) importance of meeting quality management system requirements
- engage, direct and support people to contribute to quality management system effectiveness
- support other relevant management roles

It has been clarified in ISO/DIS 9001 that the term 'business' in ISO/DIS 9001 mean those activities that are core to the purposes of the organization's existence and it applies to the organization that is public, private, for profit or not for profit.

The development of the quality management system of the organization is the responsibility of the top management at the strategic level in the organization. Accordingly, implementation of all requirements of ISO/DIS 9001 is the responsibility of the top management, however, requirements mentioned in clause 5 of ISO/DIS 9001 are indeed the main responsibility of the top management. All requirements in clause 5 commence with the wordings - "Top management shall ...."

Top management of the organization has important and relevant role in implementing quality management system in the organization. Top management is the person or group of people who directs and control the organization. Top management has the power to delegate authority and provide resources within the organization.

Commitments, on the part of the top management, were added in ISO 9001:2000 standard, also retained in ISO 9001:2008 and now part of ISO/DIS 9001, were not mentioned in 1994 versions of ISO 9001/2/3 standards.

Customer focus

Customer focus is one of the quality management principles on which ISO/DIS 9001 is based. The term 'customer focus' with respect to the quality management system means that the organization makes sincere efforts for continual successful relationship with its customers, potential customers and end-users of the product or service that is provided by the organization to meet customer requirements and to strive to exceed customer expectations. A customer is a person or organization that could or does not receive a product or a service, which is intended for or required by this person or organization.

As per ISO/DIS 9001 requirements, top management is required to provide evidence of (demonstrate) leadership and commitment with respect to the customer focus. Top management is required to:
- determining: (i) customer requirements, (ii) applicable legal (statutory and regulatory) requirements, (iii) risks and opportunities (that can affect conformity of products and services, and the ability to enhance customer satisfaction)
- addressing determined risks and opportunities
- meeting determined customer requirements and applicable legal requirements
- maintaining the focus on: (i) consistently providing products and services that meet customer and applicable legal requirements, (ii) enhancing customer satisfaction.

If we carefully look to the ISO/DIS 9001, the whole document addresses the requirements for the quality management system with the aim to achieve customer satisfaction.

... To be continued