Elements and Performance Criteria
- Establish requirements of the quality system
- Develop policies expressing the organisation’s commitment to the quality system and processes
- Identify legislative requirements for quality systems
- Determine scope and objectives of the quality system in relation to all business operations, customers, suppliers and contractors
- Establish quality performance standards, including for customer and supplier service, consistent with the direction and goals of the organisation
- Identify resource requirements and include in financial, human resource and operational plans
- Design the quality system
- Apply quality principles to all business operations to achieve business goals and performance standards
- Define and communicate responsibilities for development, implementation and operation of the quality system
- Include personnel from all levels and areas of the organisation in the development and implementation of the quality system
- Develop and validate quality system components, procedures, policies and supporting documentation to meet organisation, customer and regulatory requirements
- Develop consultative and communication strategies to link the quality system with all aspects of business operations
- Negotiate supplier or contractor service standards and audit requirements
- Develop performance measures and indicators to measure performance against policies, goals and performance standards
- Implement and monitor the quality system
- Prepare and resource the implementation plan for the quality system
- Prepare and resource training plans to provide personnel at all levels with quality concepts and skills
- Address quality system requirements and customer focus in the establishment, operation and evaluation of all quality system components
- Identify, develop and monitor control and preventative action measures and procedures
- Establish procedures for reporting, recording and responding to non-conformances and non-compliances
- Monitor and document customer and supplier service standards
- Collect and analyse quality data and report issues
- Monitor quality costs and performance
- Prepare quality system for external review and approval by relevant authorities
- Continuously improve the quality system
- Monitor and review impacts of the quality system on operations
- Respond to and resolve customer complaints and requests, and use the information to improve the system
- Establish procedures for the ongoing identification and resolution of issues
- Update the quality system for changes in process, technical information, customer and regulatory requirements
- Engage stakeholders in decision making and continuous improvement processes and strategies
- Use quality results, findings and conclusions in improvement processes
- Analyse the costs and benefits of the quality system
- Review quality goals and targets continuously
- Communicate quality outcomes