Inverifi logo

Clause 5 - Leadership

Get compliant with ISO 9001 and simplify compliance for your organisation.

Emphasises the importance of the leadership team's involvement in the QMS's operation. This clause highlights the need for management commitment and involvement to ensure the QMS's success.

5.1 Leadership and commitment

5.1.1 General

To demonstrate leadership and commitment to the QMS, top management should fulfil the following responsibilities:


  • Take accountability for the effectiveness of the QMS, and ensure that it aligns with the organisation’s goals and objectives.
  • Establish quality policy and objectives that are compatible with the organisation’s strategic direction.
  • Integrate QMS requirements into business processes
  • Promote process approach and risk-based thinking in the QMS.
  • Ensure resources availability for the QMS to function effectively.
  • Communicate the importance of effective quality management and conformity to the QMS requirements.
  • Ensure QMS achieves intended results.
  • Engage, direct and support personnel to contribute to the effectiveness of the QMS.
  • Promote improvement in the QMS and its processes.
  • Support other relevant management roles in demonstrating their leadership in areas of their responsibility.

5.1.2 Customer focus

The leadership team of the organisation must show dedication and leadership in prioritising customer satisfaction. To achieve this, they must ensure that the organisation:


  • Identifies and comprehends the requirements of their customers and applicable statutory and regulatory requirements.
  • Addresses any potential risks and opportunities that can affect the conformity of products and services and the ability to improve customer satisfaction.
  • Maintains a strong focus on enhancing customer satisfaction.


By demonstrating this commitment to customers, the organisation can increase customer loyalty and trust, which can lead to increased revenue and long-term success.

5.2 Policy

5.2.1 Establishing the quality policy

The quality policy is a formal statement by the top management of an organisation, expressing their overall intent and direction with regard to quality.


It outlines the path that the organisation intends to take in terms of quality, and its development.


According to the standard, the quality policy should be reviewed for continued suitability at least once a year to ensure that it remains relevant to the organisation’s goals and objectives.


In order to create an effective quality policy the following should be taken into account.


  • Identify the organisation’s customers and their requirements.
  • Identify the organisation’s products and services.
  • Identify the organisation’s goals and objectives.

5.2.2 Communicating the quality policy

The quality policy should be documented and maintained by the organisation.


This information should be communicated to the entire organisation to ensure that all staff members are aware of the policy and understand their role in achieving it.


The purpose of communicating the quality policy to all staff members is to reinforce the organisation’s commitment to quality and to ensure that all employees understand their responsibilities in achieving this goal.


When employees are aware of the organisation’s commitment to quality and understand their role in achieving it, they are more likely to be motivated to work collaboratively towards the common goal of delivering high-quality products and services.


By emphasising the importance of the quality policy, the organisation can create a culture of quality that is integrated into its operations. This can lead to improved efficiency, reduced waste, and increased customer satisfaction. In addition, a strong quality culture can help to identify and address potential quality issues before they become problems, reducing the risk of product recalls or other quality-related incidents.

5.3 Organisational roles, responsibilities and authorities

Top management holds the responsibility to assign, communicate and ensure the understanding of the relevant roles and authorities within the organisation. This is crucial for the effectiveness of the quality management system.


Top management should assign the responsibility and authority for the following:


  • Ensuring the quality management system complies with the requirements..
  • Ensuring the processes are delivering their desired outcome.
  • Reporting on the performance of the quality management system and opportunities for improvement, particularly to top management.
  • Encouraging and prioritising the satisfaction and needs of customers at all levels of the organisation.
  • Ensuring that any changes planned and implemented in the quality management system do not compromise the overall effectiveness and reliability of the system, and that the system continues to meet the requirements of ISO 9001.


By assigning these responsibilities and authorities, top management can ensure the successful implementation and maintenance of the quality management system. It is also essential to communicate these responsibilities and authorities clearly to avoid confusion or misunderstandings within the organisation.


Furthermore, assigning these roles and authorities demonstrates the commitment of top management to the QMS’s success, customer satisfaction, and continuous improvement.