Management system guidance
5.0 Leadership
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5.2 Quality policy
5.2.1 Establishing the quality policy
ISO 9001:2026 requires Top management to establish a quality policy that is appropriate to the purpose of your organization, provides a framework for setting quality objectives, commits to meeting applicable requirements and to continually improving the QMS, and takes into account the context of the organization while supporting its strategic direction. This means that once your organization has determined its context and the relevant requirements of its interested parties, Top management must review the quality policy in light of that information.
What changed in ISO 9001:2026: in 2015, item a) required the policy to suit both the purpose and the context of the organization. The 2026 edition keeps 'purpose' in a) and moves context into a new item e), which also requires the policy to support the organization’s strategic direction. In 5.2.2 the policy must be 'available as documented information' (previously 'maintained'), and it must be implemented as well as understood and applied. Annex A adds that the policy can reflect the organization’s quality culture and its expectations for ethical behaviour.
You should review your organization's existing quality policy to determine whether it is appropriate to the purpose of the organization, takes its context into account and supports its strategic direction, that there is a commitment to continually improving the quality management system, and that the quality objectives are consistent with the quality policy. Top management should also be able to demonstrate that the quality policy is compatible with the strategic direction of the organization, as required by Clause 5.1.1a.
Your organization will need to review its policies as necessary to ensure that any changes in context, interested parties or their requirements is reflected in the quality policy and whether your organization’s objectives are affected (6.2.1 a). The policy does not have to include objectives but should create a framework for establishing them.
The policy should be stated in such a way that it aims toward continual improvement. It should be reviewed and possibly revised to meet higher aspirations. Develop and implement a policy that is consistent with the company’s codes of conduct and business practices. The policy should be signed by senior management and commit to:
- Preventing process loss or quality impacts;
- Meeting applicable requirements, including statutory and regulatory requirements;
- Promoting continual improvement;
- Adopting best practice;
- Creation of measurable and achievable targets for performance improvement;
- Providing resources to achieve targets;
- Communicating and consulting with all stakeholders regarding the QMS;
- Meeting customer requirements;
- Reflecting the quality culture and ethical behaviour expected within the organization.
Certification does not require that the quality policy includes the words ‘continual improvement’; however it must be ascertained that processes of continual improvement are implied and known throughout the organization. To meet the intent of this clause, the auditor would be looking for clearly defined quality policy that is sufficiently detailed to provide a framework for the subsequent objectives that can be monitored for continual improvement.
The auditor’s intent is not just conformance to the requirements but also to assist an organization in meeting their business objectives, better customer satisfaction and eventually more market share, which, in time, brings more profits for the organization.
When interviewing Top management, their input into, and commitment to, the quality policy should be determined. For multi-site/corporate certifications, the policy must be applicable for all sites and be fully integrated with the objectives.
5.2.2 Communicating the quality policy
ISO 9001:2026 requires the quality policy to be available as documented information (see Clause 7.5), communicated within the organization, available to relevant interested parties as appropriate, and implemented, understood and applied within the organization. You should check whether the policy has been communicated and understood throughout your organization. Communicating the policy to customers and external providers also helps them to understand its intent.
If the personnel interviewed do not know what their measurable objectives are and/or do not know what the organizational objectives are that they have a direct effect upon, the auditor would be further directed to evaluate top management’s communication of the quality policy and objectives.
Inferred awareness through knowledge of procedures is not considered sufficient; otherwise why have the requirement in the first place? A quick and convenient way to promote and communicate the quality policy might be to create a shortened version of main policy; try condensing it to five key words or even a couple of short sentences. This can be posted on bulletin boards in each department.
You could even add it to the reverse side of staff security passes or ID badges. If an auditor asks an employee whether they are aware of the quality policy; they can point to the bulletin board, or point to it on their badge. The employee can further elaborate to the auditor, what the policy means to them and how it influences their work.
Auditors will wish to determine if the quality policy meets the intent and is understood, by interviewing personnel at all levels. Although the exact content of the quality policy does not need to be recited by interviewees, the awareness of the policy and how their job affects the company objectives should be determined.
This does not require your employees to memorize the quality policy but it does mean they should be aware of it, know where it may be found and be able to paraphrase, or give an interpretation as it applies to them.
More information on PDCA
Planning
Context
Planning
Support
Doing
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Operations
Checking
Monitoring, measurement, analysis and evaluation
Acting
Improvement
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