A quality policy is a short document published by the executive management of an organization that establishes what quality means to the firm. This is published to all employees and is often made public so that it can be accessed by investors, customers, suppliers and regulators. A quality policy typically describes your business and your commitment to quality. The core information offered is a small set of quality principles. The following are common examples.
Indicating that products will meet customer needs. This is often phrased in marketing terms. For example, the principle that products will "delight consumers" or "be affordable, safe and reliable."
Customer PreferencesIndicating that products will be designed to customer requirements, be customizable or be offered in variety designed to suit customer preferences.
Service & ExperienceA customer service and/or customer experience principle.
ListeningA commitment to listen to the customer and use their input to improve quality.
ComplianceCompliance to regulations and standards.
Health & SafetyCommitting to a safe product.
DefectsA commitment to work towards zero defects in products and services.
AccuracyAccuracy beyond zero defects such as accurate product descriptions. For example, a principle of honesty and directness.
TestingSpecifically mentioning how you will test. For example, mentioning that every item is tested before it gets out the door.
WasteA commitment to work towards zero waste.
ImprovementThe principle that you will continually improve.
Industry SpecificStating your value proposition. In other words, promising to be good at something.
PeopleA commitment to have a positive impact on the communities in which you operate.
PrivacyIf your firm handles a good deal of customer data, promise to secure it and keep it private.
EnvironmentA commitment to environmentally responsible products, services and operations.
SourcingThe principle that parts, materials and services will be responsibly sourced.Next: Quality Culture
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