9.3 Management Review (9.3.1)

9. PERFORMANCE EVALUATION

9.3 Management Review

9.3.1 General

Top management shall review the organization’s quality management system, at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the organization.


Cross reference
Clause 4.4.1 (QMS and its processes)

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5.3 Organizational Roles, Resonsibility and Authorities

5. LEADERSHIP

5.3 Organizational Roles, Responsibility and Authorities

Top management shall ensure that the responsibilities and authorities for relevant roles are assigned, communicated and understood within the organization. Top management shall assign the responsibility and authority for:

• a) ensuring that the quality management system conforms to the requirements of this International Standard;
• b) ensuring that the processes are delivering their intended outputs;
• c) reporting on the performance of the quality management system and on opportunities for improvement (see 10.1), in particular to Top management;
• d) ensuring the promotion of customer focus throughout the organization;
• e) ensuring that the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented.

Cross reference
Clause 4.4.1 (QMS and its processes)

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5.2 Policy (5.2.1)

5. LEADERSHIP

5.2 Policy

5.2.1 Developing the Quality Policy

Top management shall 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) provides a framework for setting quality objectives
• c) includes a commitment to satisfy applicable requirements
• d) includes a commitment to continual improvement of the quality management system.

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5.1 Leadership and Commitment (5.1.2)

5. LEADERSHIP

5.1 Leadership and Commitment

5.1.2 Customer focus

Top management shall demonstrate leadership and commitment with respect to customer focus by ensuring that:

• a) customer (via 8.1) and applicable statutory and regulatory requirements (via 8.2.2) are determined, understood and consistently met;
• b) the risks and opportunities (via 6.1.2) that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed;
• c) the focus on enhancing customer satisfaction (via 9.1.2) is maintained.

Cross reference
Clause 4.4.1 (QMS and its processes)
Clause 10.1 (Improvement)
Clause 8.5.5 (Post delivery activities)

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5.1 Leadership and Commitment (5.1.1)

5. LEADERSHIP

5.1 Leadership and Commitment

5.1.1 General

Top management shall demonstrate leadership and commitment with respect to the quality management system by:

• a) taking accountability for the effectiveness of the quality management system
• b) ensuring that the quality policy and quality objectives are established for the quality management system and are compatible with the context and strategic direction of the organization;
• c) ensuring the integration of the quality management system requirements into the organization’s business processes;
• d) promoting the use of the process approach and risk-based thinking;
• e) ensuring that the resources needed for the quality management system are available;
• f) communicating the importance of effective quality management and of conforming to the quality management system requirements;
• g) ensuring that the quality management system achieves its intended results;
• h) engaging, directing and supporting persons to contribute to the effectiveness of the quality management system;
• i) promoting improvement;
• j) supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.

NOTE Reference to “business” in this International Standard can be interpreted broadly to mean those activities that are core to the purposes of the organization’s existence, whether the organization is public, private, for profit or not for profit.

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