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5.1.1 General
Top management must ensure that the requirements of the management system, including the
policies and objectives, are consistent with the strategic context and direction of your
organization, and that the policies and objectives are established whilst ensuring that the human
and financial resources needed for implementing the Management System are available.
You should look for evidence that Top management has taken a ‘hands-on’ approach to the
management system during interviews and whilst recording compliance to other requirements
e.g. determining organizational context, policies, objectives, management review minutes,
provision of resources etc.
Without solid management commitment, you will not have a successful management system.
This is not a commitment in words; it is the continuous and active demonstration to everyone in
the organization that the need to meet customers' expectations is vital. The actions required of
Top management must include:
Customer focus involves determining customer requirements and ensuring that processes exist to
meet the requirements and achieve customer satisfaction. Enhance customer satisfaction by
ensuring that customer requirements are identified. The principal message that Top management
must convey is that the objective of the business is to satisfy your customers by ensuring a
process exists to achieve the following:
When auditing customer focus, you should assess whether customer satisfaction is adequately
determined and whether appropriate corrective action is undertaken when things go wrong. The
customer feedback process should be audited as a process in its own right and not just as a clause
in the standard. Determine how this process is planned, implemented and improved as these
factors will affect the processes’ ability to provide meaningful information about the
effectiveness of the management system.
Top management must also ensure that customer and applicable statutory and regulatory
requirements are identified and consistently met and that the focus on enhancing customer
satisfaction is maintained. Top management must also determine and address the risks and
opportunities that can affect conformity of products and services and the organization’s ability to
enhance customer satisfaction.
You should seek and record evidence that Top management is taking a ‘hands-on’ approach to
the management of the management system, be prepared to constructively challenge Top
management’s commitment. Top management's commitment can likely be demonstrated by their
actions, and by their views on the what the EHQMS policies mean to the everyday activties of
your organization, as well as policies relationship with organization's strategic direction.