Norma ISO 9001. Objetivos y planificación para lograrlos 6.2. ISO 9000:2015

Objectives of Quality in ISO 9001

Introduction to Quality Objectives

• The section discusses the importance of quality objectives within the ISO 9001 framework, specifically focusing on execution and monitoring.

• It emphasizes that Section 6.2 outlines the establishment and planning of quality objectives, which should align with the organization's quality policy.

Alignment with Quality Policy

• An example is provided using Argus ABC's marketing of light passenger vehicles in Bogotá, Lima, and Mexico City to illustrate compliance with stakeholder requirements.

• The commitment to continuous improvement actions is highlighted as essential for enhancing the performance of the quality management system.

Planning Quality Objectives

• Key elements for planning include compliance with applicable requirements, timely service delivery, reliability, and legal adherence.

• Five coherent quality objectives are proposed: meeting stakeholder requirements, ensuring timely service delivery, guaranteeing customer satisfaction regarding service reliability, complying with legal standards, and implementing continuous improvement actions.

Communication and Updates

• It is crucial that these objectives are communicated effectively within processes so that all personnel understand their contributions towards achieving the quality policy.

• Regular updates to strategic direction and organizational action plans are recommended to ensure alignment with changing contexts and stakeholder requirements.

Integration of Strategic Objectives

Coherence Between Quality and Strategic Goals

• The discussion addresses differing views on whether quality objectives should mirror strategic goals within an organization.

• Emphasis is placed on ensuring that these objectives remain relevant for product conformity and customer satisfaction while aligning closely with ISO 9001’s focus on customer needs.

Methodologies for Objective Setting

• Organizations may utilize methodologies like Balanced Scorecard to segment strategic goals into financial perspectives, customer focus, process efficiency, and learning opportunities.

Measurability of Quality Objectives

Importance of Measurable Goals

• All quality objectives must be measurable; without objective evidence of achievement or failure, they cannot contribute effectively to organizational success.

Planning Actions for Achieving Objectives

Developing Concrete Plans

• For each objective established under Section 6.2.2, a detailed plan must outline necessary actions, required resources, responsibilities assigned to individuals or teams, timelines for completion, and evaluation methods.

Example Activities for Service Timeliness

• Suggested activities include conducting time studies to assess task durations accurately and analyzing risks associated with service delays.

Establishing Responsibilities and Timelines in Service Processes

Defining Responsibilities and Process Focus

• The discussion emphasizes the importance of defining responsibilities within service lines, particularly regarding compliance audits for manual processes.

• A process-oriented approach allows for clear assignment of roles across various activities, ensuring accountability in mission-critical tasks.

Time Management and Activity Planning

• Each mission-critical process must conduct a time and motion study to assess the duration of activities, which aids in identifying potential risks associated with service delivery timelines.

• It is crucial to establish concrete deadlines for each activity, ideally specifying exact dates (e.g., September 24), to avoid ambiguity in monthly or quarterly planning.

Evaluating Effectiveness and Setting Objectives

• The evaluation of results should be clearly defined; effectiveness is measured by how well planned activities achieve their intended outcomes as per ISO 9000 standards.

• Utilizing management indicators is essential; a recommended metric includes response times to gauge progress towards quality objectives.

Updating Quality Objectives