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What is ISO 9001:2008 (quality management system / QMS)
ISO 9001:2008 (quality management system / QMS) is the world’s most successful standard addressing best practice in the application of quality management systems. The standard is based around the principles of customer satisfaction, continual improvement and the development of a process based quality management system / QMS. Although not referenced in the standard itself the ISO 9001:2008 (quality management system / QMS) document is underpinned by eight key quality management principles :

• A customer focused organization
• Leadership
• The involvement of people
• Ensuring a process approach
• A systematic approach to management
• A factual approach to decision making
• Mutually beneficial supplier relations
• Continual improvement

ISO 9001:2008 (quality management system / QMS) has been written to ensure that its guiding principles are equally relevant to all sectors of industry and to all types of organization. Although containing requirements to control the key processes within an organization, it only requires six documented procedures. The standard emphasizes the need for an organization to continually monitor their own processes and systems, with many clauses making reference to self monitoring or measurement or both. This emphasis aims for an integrated approach to business processes. Instead of operating to a business plan on one hand and a quality management system on the other, the standard aims to integrate both of these functions into one system.

What is a quality management system?
ISO 9001:2008 (quality management system / QMS) is a standard that specifies criteria for a quality management system (QMS). A QMS incorporates those elements of an organizations management system that direct and control it with regard to quality. Such a system will need to be supported by top management who will need to be able to demonstrate management commitment.

How do you demonstrate management commitment?
Management commitment is one of the cornerstones of ISO 9001:2008 (quality management system / QMS), requiring top management to develop and improve the QMS throughout the organization. This commitment can be demonstrated by a number of methods including creating a quality policy, conducting management reviews and establishing quality objectives.

What is a quality policy?
ISO 9001:2008 (quality management system / QMS) specifies that an organization must have a quality policy that documents the organizations overall intentions and direction related to quality as formally expressed by top management. Such a policy will include a commitment to comply with ISO 9001:2008, to continuously improve the QMS and to set and monitor measurable quality objectives.

What are quality objectives?
The quality objectives are those targets sought or aimed for by the organization that are related to quality. These quality objectives must be SMART (suitable, measurable, achievable, reviewed and timely). Examples of quality objectives might be; to reduce machine down time by 20% or to reduce rework costs by 2% p/m. Whatever quality objectives are chosen they must be meaningful and adequately resourced by the organization.

What is a management review?
A management review is a key element of how the top management of an organization can assess its performance in terms of the objectives it sets itself, the requirements set by the standard and how its systems are operating. Normally, a management review is a regular meeting of the top management team and uses the information that the organization’s systems have derived. It is a useful forum to review and revise quality objectives.

What are internal audits and why do I need to carry them out?
Internal audit is one of the key monitoring processes required by the standard and functions as a check on the organization’s systems. It is the opportunity for an organization to determine compliance to the systems it has established and maintained to meet the needs of its customers and identify opportunities for improvement. Internal audit can be seen as a ‘health check’ for an organization.

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