WORKING POLICY TYPE · QUALITY
Quality policies,
built around your business.
A quality policy should explain what your business wants to achieve for its customers and how it approaches consistent work. Policy Logic is being developed to help turn those intentions and arrangements into a clear draft.
Working prototype · Browser only · Download your draft before leaving
Questions that get beyond a company name
1. What do you deliver, and to whom?
Describe the products or services, customers and the scope of the business covered by the policy.
2. How do you understand customer needs?
Explain how requirements are agreed, changes are handled and expectations are communicated.
3. How do you check the work?
Describe relevant checks, responsibilities, supplier decisions and how problems are raised.
4. How do you learn and improve?
Explain how complaints, feedback and recurring issues lead to decisions and follow-up.
Use questions to make the wording specific
A business providing a service might describe how it agrees the brief and checks the result with the customer. A manufacturer might describe how it defines product requirements and deals with a failed check. The draft should reflect those answers rather than insert the same statement into both documents.
“Customer satisfaction” is a broad ambition. A more useful question is how the business receives feedback, who reviews it and what happens when the same problem is reported repeatedly. The answer can inform a commitment without claiming that a measurement or process already exists.
Policy, objectives and everyday work
ISO's quality management principles include customer focus and improvement. The proposed builder would use practical prompts around those themes, while leaving the organisation to agree its objectives and the arrangements that support them.
See ISO's quality management principles for the wider context. A quality policy alone does not establish conformity with ISO 9001 or provide certification.
Check what the draft promises
Before issue, confirm that the wording reflects actual responsibilities, agreed commitments and the way the business handles customer requirements. Keep unanswered questions and proposed changes visible for the people reviewing the draft.
See the question-to-draft approach
Explore a fictional business example, then use the review checklist when checking a policy. Compare the four policy types →
Policy Logic is in development. These pages explain the proposed approach and example questions.