Criterios de interpretación de los requisitos de
ISO 9001:2015
--------------------------------------------------------------------------------------------------------------------------Customer focus covers a range of organisational thinking from developing the company
policy towards delivering quality to a customer through to continual improvement of the
system with a view to enhancing customer satisfaction.
5.2 Policy
5.2.1Establishing the quality policy
A quality policy is a published statement by a company of its intentions in relation to the
quality and performance of its business activities and its outputs. The content of it should
incorporate the following aspects:
-

Corporate responsibility – describes the range of responsibilities for the quality
performance of the business activities.
Customer accountability – describes the expectations of clients and customers
associated with the outputs of the business activities.
Performance expectations – describes the quality performance when carrying out
business activities.
Communication requirements – describe the need to facilitate clear
communications and understanding within the organization.

The published output document from a quality policy is the quality statement, it should be:
-

Clear and understandable to a wide audience;
Presented in an unambiguous format;
A true reflection of organization intentions;
Linked to aims, objectives for the quality operations and outputs;
Committed to a continual improvement;
Published with Company identity;
Flexible for use in annual reports, publicity material and advertising media;
Authorised by signature of the CEO.

The appropriate content and presentation of policy are fundamental to the effective
establishment of quality management of system. The quality policy and statement must be
delivered to each level of management to all employees and be easy accessible for all
stakeholders interested.
5.3 Organizational roles, responsibilities and authorities.
It is the responsibilities of top management to establish the framework for effective quality
management in and throughout the whole organization. They must take leading role in
ensuring the structure is clearly configured and communicated to senior, or directive,
management.

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