The adoption of a Quality Management System should be a strategic decision made by the organisation's top management.
Top management must provide evidence and demonstrate their commitment to the QMS and continual improvement by:
There is considerable emphasis on top management being seen to be on-board and playing the game. Top management is defined as the person(s) who direct an organisation at the highest level.
The principal message that management must get across is that the objective of this business is to keep the customer happy.
Specifically, management must communicate these ideas (5.1, 5.2, 5.3, 5.5.1, 5.5.2, 5.5.3) to the employees who should be aware of their own roles and responsibilities (6.2.2).
Notice that none of these clauses specify a procedure or a record – you are simply required to do it.
As a result, the Certification Body auditor will want to speak to the Managing Director/Chief Executive and the staff. This something your internal auditors must also do.
Top management must:
It’s clear that without solid management commitment, you will not have a successful quality management system. This is not a commitment in words; it is the continuous and active demonstration to everyone in the organisation that the need to meet customers' expectations is vital.
This is documented and explained in our Quality Manual Template and guidance document.