Ways to Show Management Commitment

How can top management demonstrate their commitment to the quality management system as required by clause 5.1 of the ISO 9001:2000 standard? Some suggested actions for top management are:

1. Learn
Determine your customer needs and expectations. Understand the ISO 9001 requirements.

2. Imagine
Envision the policy and objectives needed to meet requirements and achieve your vision.

3. Plan
Formulate your strategy to achieve the quality objectives and manage change along the way.

4. Share
Communicate your direction and values regarding quality. Make relevant information available.

5. Train
Ensure the necessary competence is available for effective and efficient operation of the system.

6. Manage
Adopt the process approach. Ensure the system processes are working well together to meet objectives.

7. Lead
Direct the organization by personal example to establish unity of purpose and develop employee trust.

8. Support
Create an environment that encourages the involvement of people. Provide the necessary resources.

9. Delegate
Define responsibilities. Make assignments. Provide resources and authority. Hold people accountable.

10. Participate
Be actively involved in implementing and maintaining the system. Send a clear signal on its importance.

11. Observe
Leave the office and see the work being performed. Find out about possible obstacles and frustrations.

12. Listen
Be willing to hear concerns and gain feedback on system performance. Generate rapport with employees.

13. Promote
Raise the awareness level. Encourage involvement. Set a positive tone. Expect results. Be patient.

14. Measure
Request performance data on processes and products. Keep score of conformity and effectiveness.

15. Analyze
Look at measurement data for trends and patterns. Request changes for improved performance.

16. Review
Examine status and performance of the system on a regular schedule. Seek improvement ideas.

17. Act
Avoid paralysis by analysis. Make informed decisions based on facts. Follow up on assignments.

18. Improve
Establish continual improvement as a permanent objective. Monitor gains and set higher targets.

In other words, perform the basic management duties of directing, controlling, and improving the organization.