Management Commitment

During a discussion in a recent management review, a CEO asked me for some guidance on ways to demonstrate “management commitment” beyond what is written in the standard (ISO 9001:2000, 5.1). I’d like to share what I discussed with the CEO:

1. First, be a “learner.” Determine your customer needs and expectations. Set the tone by constantly seeking out what is important to the customer.
2. Then, “imagine.” Envision the policy and objectives to meet those customer needs and expectations and achieve your vision.
3. You must be a “planner.” Formulate your strategy to achieve those objectives and manage change along the way.
4. “Share” – communicate the direction! Share your values regarding quality. Provide people with the information they need to do their jobs.
5. A CEO should be a “trainer” to ensure that people have the necessary competencies to operate the quality system effectively and efficiently.
6. “Manage” by adopting the process approach to see that system processes are working together to meet the objectives.
7. Be more than a manager, be a “leader.” Direct the organization by personal example, establishing unity of purpose and trust.
8. Build trust by “support.” Create an environment that encourages people’s involvement. Give them support by providing the necessary resources.
9. “Delegate” responsibilities and provide authority. Then hold people accountable.
10. “Participate” in implementing and maintaining the quality system. That way, there is a clear signal about what’s important.
11. Get out of your office and “observe” the work being performed. See for yourself what obstacles and frustrations your people face.
12. At the same time, “listen!” Be willing to hear concerns, get feedback on system performance.
13. Be a “promoter” by raising awareness of customer requirements. Expect results, but be patient.
14. “Measure” those results!
15. “Analyze” that data and look for patterns. Request improved performance.
16. “Review” the performance of the whole quality system on a regular basis.
17. Make informed decisions and “act.” Follow up where needed.“Improve” continually. Monitor gains and set higher targets.