Quality Objectives based on ISO 9001:2015.

Solid quality objective helps create an effective Quality Management System (QMS). The quality objectives converts the key statements of Quality Policy into very specific and concrete targets and action points.

ISO 9001:2015 [The PDCA cycle 

— Plan: establish the objectives of the system and its processes, and the resources needed to deliver results in accordance with customers’ requirements and the organization’s policies, and identify and address risks and opportunities;]

In PDCA (Plan-Do-Check-Act) cycle objectives are determined in the Planning stage. It is based on the quality policy and address risk and opportunities of the organization.

ISO 9001:2015 [6.2 Quality objectives and planning to achieve them

6.2.1 The organization shall establish quality objectives at relevant functions, levels and processes

needed for the quality management system.

The quality objectives shall:

a) be consistent with the quality policy;

b) be measurable;

c) take into account applicable requirements;

d) be relevant to conformity of products and services and to enhancement of customer satisfaction;

e) be monitored;

f) be communicated;

g) be updated as appropriate.

The organization shall maintain documented information on the quality objectives.]

Let’s have a close look of the above standard and explain key points:

Consistent with the quality policy:

To establish a quality objective, we have to focus on quality policy and its key elements. Quality policy gives a framework for the quality objectives. So objectives must be consistent with the quality policy statement. E.g. If the quality policy states “We provide safe product”, the quality objective must have an objective based on product safety e.g. “To ensure product safety in all manufacturing stages.”

Applicable requirements, product conformity & customer satisfaction:

Objective focuses on applicable requirements. These requirements are adapted from local law or customer specific requirements. E.g. regarding product safety, some fashion retail brands has requirements for metal detection. Some fashion retail brands need metal detection for all of its products. Thus to comply with product conformity and satisfy customer, the objective can be “To provide metal free products.” Then we have to implement metal detection for all the manufactured products. Some has metal detection requirements for children products only. Thus quality objective can be liter than previous one “To provide metal free children product”. Then we shall perform metal detection only for children products.

Monitored & Measureable:

There must be a monitoring system or KPI (Key Performance Indicator) analysis based on quality objectives. So we have to set measurable objectives so that we can set KPI points against it easily. E.g. “To ensure 100% metal free final products as per customer requirements.” So when we set a monitoring system/ KPI analysis it will be easy to set a KPI that all finished goods will be 100% metal free. We shall check metal detection reports to know how many products were rejected for metal contamination, how many complain we get for metal contamination, how many shipments were rejected for metal contamination.

If we get some complains from customers or get shipment rejection for metal contamination and too many rejection in metal detection report, it shows that our operation does not met our quality objective.

If we get no complain from customer but a lot of rejection records in metal detection report, it shows that the detection system is working and we are giving metal free products to our customers. So, it meets our objective (i.e. metal free products to customer).  But we need improved in the production process so that we can ensure less rejection in metal detection. Considering this situation we can set a objective like "To reduce rejection rate in metal detection process."

Updated & Communicated:

Objectives has to be reviewed and updated as appropriate. If we get high rejection rate (e.g. 10%) in the previous year’s monitoring records our metal detection process, we can set our objective “To reduce rejection rate in metal detection operation from 10% to 5%.” These objective will be easy enough to communicate with all relevant parties. 

As we discussed above, we can put below summary example:

Quality Policy:

- We provide ... safe product…… (just a fraction of a statement)

Quality objective:

- To reduce rejection rate in metal detection operation from 10% to 5% for all children products.

(It is consistent with quality policy, measurable, meet product conformity, focus customer requirement, possible to monitor, can be updated and communicated easily. So it meets all the requirement of ISO 9001:2015. Here we have taken only a fraction of a policy statement which has given only one statement of quality objective. A quality policy statement can be focused on few key areas. Quality objectives must focus all the key areas.)