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Involvement of People


Being a member of an organization provides the opportunity for an individual to contribute. However, the extent to which an organization achieves its desired objectives will depend on how it is able to organize and involve its people in the manner that will enable them to use their abilities and contribute to the organization’s objectives.


The top management’s role is to provide the environment where people are empowered to realize the organization’s objectives. Top management needs to establish the quality policy, ensure the quality objectives are established at relevant  functions and levels in the organization, communicates to all employees on the importance of meeting customer as well as stator and regulatory requirements, conduct management reviews and ensure the availability of resources.


Communication is particularly crucial to ensuring involvement of all employees. Under ISO 9001 Clause 5.5.3 “Internal Communication”, top management must ensure that appropriate communication channels are established within the organization and that communication really takes place regarding the effectiveness of QMS. The communication process must be effective and efficient for communicating quality policy, planned requirements, objectives and feedback on accomplishments. Top management should also encourage active feedback from the people to ensure continuing involvement. The act ivies for communication encompass:


Under ISO 9001 Clause 5.5.1 “Responsibility and Authority”, the top management has to define and communicate the responsibility and authority to implement and maintain QMS. Only then employees will be clear about their involvements and how they are expected to contribute to organization’s mission, vision and objectives.



In a system context, individual actions can and will impact others, and therefore the individual employee need to receive ongoing information about the surrounding environment. For self-management to take place, work needs to be defined in terms of outcomes, example expected results, the expectations about the person’s role in achieving the outcomes must be clearly communicated, and the person needs to receive the necessary feedback on his/her performance.


Self-management demands discipline from every employee involved. Discipline is needed to implement QMS activities and adhere to established practices. Discipline will ensure that customers are consistently served according to contractual requirements. All employees who perform the work must have the discipline to follow the established procedures and work instructions each time they do their jobs. They must have the discipline to check the results against specified requirements and produce the necessary records to show evidence of achievements. It is through involvement and commitment that the high level of discipline is developed and the practice of quality assurance is institutionalized.


The establishment of the documented QMS empowers the employees at relevant functions and levels to self-manage their work operations and activities. Here it is assumed that the individual employee has the skills, knowledge, information, and data required to do the job, to make decision about changes related to it, and to satisfy customers’ needs. Under ISO 9001 Clause 6.2.2 “Competence, training and awareness”, it is the responsibility of management to determine the necessary competence of personnel performing work that will affect product quality, and to provide the necessary training to achieve the necessary competence.


Applying the Principle of Involvement of People In ISO 9001

Applying The Principle of Involvement of People In ISO 9001

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