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Process Improvement Essentials by James R. Persse PhD

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Section 5. Management Responsibility

Section 5 of the ISO 9001:2000 Standard describes management's responsibility in establishing and maintaining the organization's Quality Management System.

The requirements here are not extensive or demanding, but they are of special importance.

ISO 9001 places particular emphasis on the participation of management in the quality program. In some organizations (and we've probably all seen this), management may have the inclination to vouch audibly for process improvement and quality management, but when it's time for the rubber to hit the road, the work is delegated somewhere downstream, out of management's sight. But with ISO 9001, benign acquiescence is not the way.

Management is required to work as a key partner in the program's use, evolution, and ultimate success. In fact, this involvement is a big part of the 9001 audit process. Management must demonstrate its close involvement with the program.

To support this, Section 5 is organized into six requirements: management commitment, customer focus, Quality Policy, planning, accounting for responsibility and communications, and management review.

Next is a brief description of each.

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