China has implemented quality system certification for 78 years, and has issued more than 1 10,000 certificates. However, certification bodies generally lack strict requirements for organizational quality policies, and organizations do not know what kind of policies to formulate. If you roughly observe the organization's existing quality policy, there are roughly the following tendencies:
1. Slogan policy
Some organization leaders believe that the fewer words, the easier it is for employees to remember. Because of simplicity, many empty slogans have been formed. The most common ones are: "quality first, customer first"; "Quality first, always first" and so on. These principles can be applied to any organization and any product, which is really "universally applicable". Workers just regard it as a slogan, not the direction of their efforts.
2. Advertising policy
Some guides are exquisitely written, mostly by scholars within the organization, mainly for product formulation. If the product is a cigarette, it is "meticulous"; If the product is a valve (or seal, etc. ), it is "watertight". Others directly use advertising language, such as "My product is your satisfaction"; "There is no best, only better" and so on. Obviously, this pretentious policy is difficult to guide the direction of organizational struggle.
3. Copying the policies of foreign companies
This policy is not in line with the actual situation of the organization. For example, there is a seamless copper tube factory, although the equipment and management are of average level, and the product qualification rate is also average, but the policy of "providing zero-defect products" is put forward. The policy of another factory is to "do the work well the first time". This language is ok as a working code, but as a quality policy, it seems abstract.
The general tendency of certification bodies and auditors is that there is no requirement of quality policy. Some auditors believe that as long as the leaders of the organization can explain the policy, there is no need to investigate its content, and the key is to have quality objectives. What are the audit titles? What happened to the stalks, legs, purple flowers and white dresses of persimmon bran? What's the matter with you? Cooking? Slow down, what are you doing? Persimmon bran peptone? Talk about raising glaze? Hey?
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In practice, many organizations have formulated good (at least intelligent) quality policies according to the actual situation, which have played a guiding role, but some quality policies are not satisfactory. The author collected some quality policies and put forward some opinions.
1. Organize the production of mechanical and electrical products.
1) ×× optical instrument factory
The organization has established the business philosophy of "expanding market share"; Achieve the business goal of "forming the supplier and production base of the best combination of geodetic instrument series products"; Pursue the quality tenet of "every activity, customers are in employees' hearts, and brand names are in Taiwan Province product users' hearts"; Carry forward the spirit of "enterprising and unremitting pursuit" and realize the quality goal of "providing customers with satisfactory products and services in time"; By constantly seeking quality improvement, improve the quality system and ensure the implementation of the quality policy.
Comments: This is the quality policy formulated by 1995, which contains the content of customer satisfaction and continuous improvement. This policy can be combined with the general policy of the whole factory and the products (geodetic instruments) of our factory, even if the 2000 version of the standard is used for inspection, it basically meets the requirements, which is really commendable
2)×× Hardware Products Factory
"Quality first, customer first is our eternal purpose"; "We pursue Excellence at all costs, accurately deliver zero-defect and competitive products, and satisfy our customers"; Following the ISO 9000 family standards, everyone can do things well the first time and do things well every time.
Comment: This is the quality policy formulated by 1998. This policy is based on the Chinese-style "quality first, customer first" and copies the quality policies of some foreign companies. Although it covers a relatively complete area, it is not combined with the actual situation of the organization and the production status of the products, which needs further explanation from the organization leaders.
3)×× Electric Appliance Company
"Insist on scientific and technological progress as the guide, dedicate high-quality brand-name products, proceed from the interests of customers, and constantly meet the needs of consumers".
Comment: This is the quality policy formulated by 1999. In view of the company's positioning, this policy proposes to build brand-name products with scientific and technological progress as the guide. The policy involves customer satisfaction and continuous improvement (continuous satisfaction). Although abstract, it basically meets the requirements of the standard.
4)×× Electric Machine Factory "
"With two high-quality products and services, implement the famous brand strategy (occupy the market, create famous brands and increase benefits)".
Comment: This is the quality policy formulated by 1995. The content of this policy is relatively combined with the actual situation of the factory, but only highlights the competitive content (occupying the market, creating famous brands and increasing efficiency), and does not make a commitment to meet customer requirements and continuous improvement. Of course, we should not be too demanding of the policies formulated by 1995.
2. Medical device production organization
1) ×× Medical Device Company
"Establish the idea of customer first, put safety and reliability first in product quality, establish a documented quality system, strengthen the quality awareness education of all staff, and establish a good cooperative relationship with subcontractors".
Evaluation: This is the quality policy formulated by 1996. This policy combines the characteristics of medical device products, emphasizing safety and reliability; Combined with the characteristics of outsourcing in various parts of the company, it is planned to establish a good cooperative relationship with subcontractors. Therefore, the policy embodies the quality management principles such as customer-centered, leading role, full participation and mutually beneficial relationship between suppliers, but the commitment to continuous improvement needs to be explained separately.
2) ×× Institute of Medical Devices
"We only provide high-tech medical equipment with excellent quality; In order to save lives, the quality of products must be foolproof; Meeting the quality needs of customers is the eternal driving force for our quality pursuit. "
Comment: This is the quality policy formulated by 1997. This policy combines the characteristics of the institute and puts forward that only high-precision products are produced; Combined with the characteristics of medical device products, it is emphasized that product quality must be foolproof; It involves customer satisfaction and quality pursuit (continuous improvement). It can basically meet the requirements of the new standard.
3) ×× Medical Device Company
Establish, implement and continuously improve its documented quality system to improve the quality of its products and services and make customers trust and satisfy. We promise customers all over the world and all over China: to achieve customer satisfaction through quality ".
Comment: This is the quality policy formulated by 1997. This policy involves customer satisfaction, continuous improvement and other contents, and makes a formal commitment, which basically meets the requirements of the new version of the standard. The deficiency lies in the insufficient combination of product characteristics and actual situation of the organization.
4) ×× Biological Materials Co., Ltd.
"Sincere cooperation, Excellence, clinical service and safe use".
Comment: This is the quality policy formulated by 1997. This policy puts forward "serving clinic" in combination with product characteristics, but the other three sentences need further explanation. There is still a tendency of slogan in this policy, which fails to make a clear direction and make two commitments.
3. Service industry
1) ×× Hotel
"We will provide customers with comfortable, safe, hygienic and high-quality products with a smile, warm, thoughtful and fast service."
Comment: This is the quality policy formulated by 1998. This policy fully embodies the characteristics of hotel services, but there are two promises to be explained.
2) ×× Hotel
"'customer first, quality first' is our eternal purpose; All staff must firmly establish the concept that service quality is the lifeline of the hotel, quality is in my heart and quality is in my hands, and insist on all for the guests, all for the guests and all for the guests; Polite and enthusiastic, sincere and friendly, quick and agile, accurate and standardized, and provide quality services to guests in all directions. "
Comment: This is the quality policy formulated by 1998. This policy fully embodies the characteristics of hotel service, and the three "everything" highlights the principle of customer-centered. However, the commitment to continuous improvement needs further explanation.
3) ×× Financial Security Company
"Defending finance is life, and the quality of service is excellent. Only by working together can we achieve good results and survive with credibility first".
Comments: This is the quality policy formulated when the company established the quality management system according to ISO/DIS 900 1 standard in 2000. Originally it was the general policy of the company, and now it is also the quality policy of the company. Combined with the characteristics of the company, this policy puts forward the requirements of financial security and pursuing excellent service quality, but the two commitments are not clear enough and need further explanation from the leaders.
4) ×× blood center
Improve the quality awareness of all staff, strengthen the construction of quality system, improve blood collection and supply services, and ensure the safety of clinical blood transfusion.
Comment: This is the quality policy formulated by 1999. This policy fully embodies the characteristics of blood centers, and also embodies the principle of full participation and quality system construction, but it needs further explanation in order to continuously improve. "
5) ×× Design Institute
"Our hospital believes that providing excellent engineering design for customers is the eternal quality pursuit, and providing quality service for customers is the constant theme of our hospital."
Comment: This is the quality policy formulated by 1999. This policy embodies the characteristics of design institutes, including continuous improvement and customer satisfaction. In explaining this policy, the institute also put forward the principles of technological progress, quality improvement, international integration and customer satisfaction. It basically meets the standard requirements.
6) ×× Technology Testing Company
"Scientific, fair and realistic".
Comment: This is the quality policy formulated by 1999. This should be the general policy of the company, emphasizing the fairness and scientificity of third-party institutions. However, third-party organizations also have their own customers and have to make two promises. Therefore, as a distinctive third-party testing organization (technical testing of XXX products), this auspicious quality policy seems to be not specific enough.
4. Quality policies of foreign companies
Due to the different cultural backgrounds of foreign companies, the expression of quality policy is different from that of China organization. P.B.Crosby, a famous American quality management expert, believes: "It is the first priority to formulate a quality policy, and everyone should know that there is such a policy; And serious implementation is the second. " The only rule of quality policy is clear and unambiguous. As for how to choose words and make sentences, it's up to you. He suggested that the content of the quality policy could be: "We will deliver products or services with zero defects to our customers and deliver them on time." Next, the quality policies of several foreign companies (all formulated before 1990) are introduced. I don't make any comments because I don't know the products and background of every company.
1) 3M company
Every department of the company must meet the requirements and satisfy customers; Otherwise, change the requirements until the customer is completely satisfied.
The implementation of this policy requires everyone's performance to meet the requirements.
Our basic working philosophy is to try our best to prevent problems before they happen, adhere to the attitude of "doing everything right the first time" and make quality management a way of life.
2) BM company
We will deliver zero-defect and competitive products and services to our customers on time.
3) Armco Company,
Provide products that meet customer requirements on time at competitive prices. For the seller, ourselves and customers, our name must be a symbol of quality.
4) Burroughs Company
In order to improve the quality, we will clearly require standards, hoping that everyone can do things right the first time; Follow the required standards or make them more perfect when necessary.
5) milliken Company
The company is determined to provide high-quality products and services that can best help customers grow. The internal work of the company (development, research, market research, product manufacturing, management and service) should be carefully followed to complete the task.
6) crosby Consulting Company
We will complete zero defect work for customers and companies. We fully understand the job requirements and support our system, and we will always meet the requirements and standards.
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Making quality policy is not only a process, but also a very important process, which should be taken seriously. The investigation and analysis of the current situation of the organization can form the input of this process; Discussing and determining the direction and goal is the activity of formulating policies; Finally, forming a practical and satisfactory quality policy is the output of this process. Therefore, the formulation of quality policy can be carried out in the following stages.
1. Survey status. For example, some items to be investigated may be listed, including (but not limited to):
1) What are the characteristics of our products? What is the development trend?
2) What are the main quality problems of our products? What quality accidents have you had? What is the main reason?
3) What is the current situation of the organization's product level, technical level and management level? Compared with competitors and the advanced level in the world, what are the gaps?
4) What are customers most satisfied with the organization? What is the most dissatisfied? What are the main problems of customer complaints?
5) What laws and regulations must the organization's products and their production and operation processes comply with? Is there a problem of violation of law and discipline and tendency?
6) Does the organization's resources meet the requirements? Are there any major gaps?
7) What is the current situation of the organization's quality management system? Is the self-improvement mechanism sound?
8) What is the financial status of the organization? What is the most profitable and popular product? What is the least profitable and unpopular product? What is the customer's traffic?
9) What is the current situation of employees? Do they have the enthusiasm to participate? What are their main needs and expectations?
10) What is the current situation of the leadership? What are their plans for the development prospects of the organization? Are they determined to implement an effective quality management system, obtain certification and continuously improve their performance?
2. Analysis and research. For example, the following issues can be discussed and studied, including (but not limited to):
1) What products or businesses should be developed or eliminated? What level or direction should the developed product or business reach?
2) In terms of product quality, what problems should be solved first?
3) What problems should be solved first to meet customer requirements?
4) Research and determine the indicators and measurement methods of customer satisfaction, which can be used to measure the current customer satisfaction.
5) What are the subjective and objective factors that restrict the improvement of organizational performance? What problems should be solved first?
6) What are the weaknesses of quality management system and process management? What problems should be solved first?
7) What kind of continuous improvement mechanism should be established? How to give full play to the enthusiasm of all employees?
8) What may happen to the external environment (such as laws and regulations, market conditions)? How to take contingency measures?
9) Is the internal environment good? Is it conducive to the full participation and effective operation of the system? What other conditions need to be created?
10) What should be the priority in solving the resource problem?
3. determine the direction. For example, the following issues can be studied, including (but not limited to):
1) How should the organization implement the eight quality management principles?
2) What is the general policy of the organization? How should the quality policy reflect this general policy?
3) At what level should the overall quality objective be positioned? Can the quality policy form the framework of this goal?
4) What commitments can the organization make in meeting customer requirements?
5) What commitments can the organization make in meeting the requirements of relevant laws and regulations?
6) What commitment can the organization make in terms of continuous improvement?
7) Can the quality policy adapt to the products, services and activities of the organization? How to reflect the actual pursuit of the organization?
8) How does the quality policy reflect the values of the organization and the characteristics of corporate culture?
On the basis of analysis, we can draft several quality policies, discuss them, solicit the opinions of middle-level management cadres and even all employees, and finally ask the top management to decide and formally release them.
The above work needs a group of people. Appropriate personnel can be transferred from relevant departments to form a temporary working group to draft quality policies and quality objectives, or personnel can be transferred from quality control offices and other institutions to do this work. The general requirement is to determine the quality policy and quality objectives of the organization on the basis of careful investigation and study, and it must not be decided hastily by a scholar on a whim.
First, "Motor Altman Electric Company"
Excellent quality, perfect day by day, harmonious and economical, dominating the industry.
Second, "Hongta Cigarette Factory"
Meticulous, excellent products, every box, not good.
Three. Yuan Heng electronic information company
Innovation, the essence of life, honesty, success, quality, determination to surpass oneself, efficiency and * * * benefit the team.
Four. Hubei Jintian textile company
Adapt to international competition and meet customer needs; Casting Jintian famous brand and striving for first-class industry.
Verb (abbreviation for verb) electronic factory
All staff are honest and innovative, and provide first-class services to customers with first-class management, first-class quality and first-class benefits.
Six, "textile factory"
Quality first, users first, prevention first, reputation first.
Nine, "twenty"
System management, successful; Give priority to prevention and implement the rule of law.
X. "One station"
Adhere to standardized operation and manage the station well; Building a window of socialist civilization to satisfy passengers.
XI。 property management company
Safe, tidy, comfortable and elegant.
12. Shenzhen Electronic Design Institute (No.30 Fahua North Road)
Respect for people, dedication, science, high quality, high efficiency and Excellence.
Thirteen. Xinyi company
Strive to be the first choice of customers.
Regard talents as the most important resource.
Continuously improve production efficiency.
Every movement can achieve high quality and excellent performance.
Encourage employees at all levels to actively play the pioneering spirit.
Attach importance to long-term cooperation with suppliers.
14. Shenzhen Sanjiu Hotel
Smile, enthusiasm, consideration and warmth
Fifteen, Panasonic's social training:
Understand the mission of engaging in industry thoroughly, seek social improvement and progress, and then make contributions to world culture. Only when all employees live in harmony and work together, progress and development are possible. All employees should unite sincerely and do their best for the society.
Sixteen. Guo Li lighting factory
Customer first, three realities; Full participation and sustainable development.
3. Now refers to the scene, the present and the present.
Seventeen, construction and installation company:
Excellent engineering quality is the eternal pursuit;
Perfect engineering architecture is a contribution to society.
Pursuit, high speed, high efficiency and high quality;
Will become the purpose of every employee in the company.
Excellent management is the guarantee to gain the trust of customers (owners).
18. Bao Li electric appliance factory:
High quality and high efficiency, sincere unity; Rio Tinto market, meet the demand.
Nineteen. Hong Tao decoration engineering company
Rely on the quality consciousness of all employees
Create first-class management
first class quality
First-class technology
first class service
Strive to be the pioneer of world decoration
Twenty, Lianying Electric Appliance Factory
Quality comes first in sustainable management.
Twenty-one, Jintian magnetic technology
In order to build a famous brand in China and a world-class product, GGMT combines honor and responsibility.
GGMT cherishes the long-term cooperative relationship with suppliers and customers, sincerely helping each other and benefiting each other.
Self-improvement, meet challenges, GGMT employees and enterprises grow together.
Being enterprising and pursuing Excellence, GGMT spares no effort to achieve the best quality management.
We may not be great, but we must not be outstanding.
Twenty-two, the first technology seiko
Customer first, abide by laws and standards, and improve the quality of products and services.
Give a fair evaluation and reward to the diligent, and work with outstanding talent groups to build an enterprise worthy of the struggle of all employees.
With high-tech enterprises, we can produce domestic first-class molds and stamping products.
Twenty-three, textile enterprises
Attract first-class talents with first-class benefits,
Build a first-class enterprise with first-class talents,
Use first-class enterprises to produce first-class products and services,
Provide first-class benefits with first-class products and services,
And then provide first-class benefits with first-class benefits.
Twenty-four, Fujin Mould Factory No.2
Listen to customers and put forward their expectations.
However, our company had better think for itself. The above is just a reference.