# Writing the Quality Policy (ISO 9001:2015 5.2)

## What 5.2.1 requires

| Element | What to write | Example phrase |
|---------|---------------|----------------|
| Appropriate to purpose and context | What the company does and what quality means to its customers | "Acme machines safety-critical valve parts, so every feature on the drawing matters" |
| Supports strategic direction | Link to where the business is going | "...as we grow into aerospace work" |
| Framework for objectives | Say objectives are set from the policy and reviewed | "We set measurable quality objectives each year and review them at management review" |
| Commitment to satisfy applicable requirements | Customer, statutory and regulatory | "We meet customer, statutory and regulatory requirements" |
| Commitment to continual improvement of the QMS | Improvement of the system, not only products | "...and continually improve our processes and quality system" |

5.2.2 adds: the policy is documented information, communicated, understood and applied inside the company, and
available to relevant interested parties (website, supplier portal).

## Drafting method

1. Ask top management three questions: what do customers buy from us, what goes wrong when quality fails, where is
   the business heading in 3-5 years. Use their words.
2. Write 50-120 words, first person plural ("we").
3. Cover the four mandatory commitments in plain language.
4. Leave numbers out: targets belong in objectives so the policy survives several years.
5. Run `policy_check.py`, then test it on two operators: can they say what it means for their job?

## Examples

**Machine shop (40 people):**
> Acme Precision machines aluminium and steel parts that customers build into pumps and valves. We deliver every
> part to drawing and on the date we promised. We meet our customers' requirements and the law, set measurable
> quality objectives each year and review them with the whole team, and continually improve our processes and
> our quality management system.

**Software/services company:**
> Northwind builds payroll software that thousands of employers rely on to pay people correctly and on time. We
> meet our customers' contractual and legal requirements, including data protection, set quality objectives for
> accuracy, availability and support response, and continually improve how we design, test and support our product.

**Weak (common) policy and why:**
> "We are committed to world-class quality and zero defects to exceed customer expectations."
> Missing: applicable requirements, continual improvement, objectives framework, anything about this company.

## Proving it is understood (auditor interview)

Auditors ask shop-floor staff "what does the quality policy mean for your job?". Good answers link the policy to
their work ("check the first part against the drawing before running the batch"). Build this into induction and
toolbox talks; reciting the text is not required and not enough.