Identify the selected Department Quality Policy and compare it with the ISO 9001:2008 requirements
The Sharjah Airport Authority (SAA) is dedicated to running the operations of the Sharjah International Airport (SIA) through formal and professional system applications, with the aim of ensuring high customer satisfaction, as well as the safety of employees (“Corporate Policy” par. 1). Thus, the SAA seeks to deliver its services by ensuring continuous improvement and applying an Integrated Management System (IMS).
There are three main objectives of the quality management system policy. The first policy is to ensure that the customers, shareholders, and other parties interested in the well-being of the company are satisfied with the services that they receive from the enterprise (“Corporate Policy” par. 3). The company achieves this objective through its information management systems, where it ensures that simple procedures that are customer friendly are used. The company also gives guidance on the provision of excellent services.
The second thing that this policy considers is constant monitoring, evaluating, and reviewing of the actions that can cause possible risks and improving the positive characteristics of service delivery (“Corporate Policy” par. 6).
The third objective is to ensure that the SAA considers continuous improvements in the integrated management system through monitoring and evaluating the performance of the company and how it is suitable for addressing the needs of the customers.
How Well the Policy Meets the Requirements of the ISO 9001: 2015 Standard
The QMS quality policy offers a benchmark through which an organization is able to ascertain a commitment to quality, show dedication to improve system functions to ensure utmost quality, lay a platform through which an organization’s quality objectives are based, and establish a correlation between organizational objectives and customer needs. Thus, there are certain thresholds that an organization’s policy objectives should satisfy in order to be considered ISO 9001: 2008 compliant (Cianfrani, Tsiakals, and West 3). These are, should show a relationship to the organizational goals, and should be in line with the customer needs and expectations (Tricker 35).
In the same regard, an analysis of Sharjah’s quality objectives shows compliance to ISO 9001: 2008 quality standards. One quality requirement of the ISO 9001: 2008 QMS is that a given organizational policy should establish a framework through which the organization can effectively review its quality objectives. Ideally, the quality policy of the Sharjah Airport considers the need to create a framework that encourages constant analysis of the organization’s quality objectives.
Notably, one of the organization’s policy objectives is to carry out constant system monitoring and evaluations so as to understand risks due, and how to mitigate them. This creates a platform through which the organization can determine whether system objectives are being fulfilled or not. In case the functionality of the system is not in compliance with the quality policy, the organization realizes the need to carry out constant improvements of the risk management systems following the quality standard, which stipulates that organizations should endeavor to improve their systems to foster better suitability.
The second requirement for an effective quality policy is that it should show explicit commitment to customer needs and constant improvement. An understanding of this standard shows that the Sharjah international airport information management systems aligns to this quality management standards. One of the quality policies of the company is to ensure high customer satisfaction, through acting in consideration of their needs. This policy is an explicit commitment to foster better quality standards through ensuring excellent service delivery.
Further, the standard explains that the quality of the product offered is dependent on the staff’s motivation level, as well as the perceived level of customer satisfaction. Ideally, customer satisfaction refers to both the external and internal organizational customers (“Now Available: Newly Revised ISO 9001 and ISO 9000 Quality Management Systems Standards Par 3). Notably, there a number of quality policies applied by Sharjah that show that the organization is committed to ensuring high customer satisfaction and high staff motivation.
One such policy is that where the company states that it ensures to offer value to their customers, to the general public, the company stakeholders through the application of simple and customer oriented approaches. This objective shows that the company is committed to ensuring that it meets the needs of its internal and external customers, just as is a requirement of the ISO 9001: 2008 objectives.
However, there is a little mention about how the company aligns their context, their support and operations while utilizing the information management systems. According to ISO 9001: 2015, there is need for an organization to determine their operational context as well as customer needs is that they can be able to implement a system that responds to these needs (“The Lowdown: Quality Management Standard ISO 9001:2015 par. 5).
A New Quality Policy Following the ISO 9001:2008 Requirements
The new policy would read as follows: Sharjah Airport Authority (SAA) is committed to run Sharjah International Airport (SIA) in a highly professional manner through effective and committed leadership to ensure high quality system management processes and planning that will ensure high level of customer satisfaction in the delivery of organizational products and services, following the application of continuous improvement processes, as well as the implementation and design of a suitable integrated management system that aligns with the organizational and customer needs.
Department Quality Objectives of the Sharjah Airport
The first three objectives of the Sharjah airport are as follows: The first objective is to gain the confidence and trust of the various bodies in charge, customers, and stakeholder, through proper adherence and commitment to the appropriate laws and regulations, as well as other requirements enforced through the best practices and the quality management system standard ISO 9001:2008.
The second objective is to ensure that the company’s customers, public, and stakeholders are satisfied with the appropriate services offered by considering simple procedures that are customer based.
The final objective is to apply a systematic review process, carry out constant measuring and monitoring of the system functions, and take the required actions to mitigate actions and manage any adverse risks.
How SMART Each Objective is and if the Objective Meets the ISO 9001:2008 Requirements
The three objectives are hardly smart as they do not specify how these goals are to be achieved, those who are supposed to implement the objectives, and the timeline for these actions to take place. However, the first objective tries to explain the context in which the organization operates and the customers. Additionally, the second objective clearly meets the customer satisfaction standards, which is to ensure that the services and functions of the company are aligned with the needs of the customers to ensure that the clients gain value for their money.
The third objective aligns with the monitoring standard, which requires that the systems are consciously monitored and evaluated to determine the possible areas for improvement (Tricker 35).
Three new SMART Quality Objectives for the selected Department.
The customer care unit will ensure efficient services to their customers and high customer satisfaction will be measured through monthly reports attained from customer response of services provided.
Ensure systematic monitoring and review of the information systems by the information technology department, which will be conducted semi-annually, so as to understand the possible risks, possible mitigation and foster positive improvements in the quality systems.
The IT department shall carry out yearly improvements of the information systems depending on suitability of the system and customer needs.
Cianfrani, Charles A., Joseph J. Tsiakals, and Jack West. ISO 9001: 2008 Explained Milwaukee: ASQ Quality Press, 2009. Print.
“Corporate Policy.” Sharjah International Airport. 2015. Web.
“Now Available: Newly Revised ISO 9001 and ISO 9000 Quality Management Systems Standards.” PR Newswire. 2015. Web.
Seear, David John. ISO 9001: 2015 Back to the Future: A Review of the New ISO. Bloomington: AuthorHouse, 2015. Print.
“The Lowdown: Quality Management Standard ISO 9001:2015.” Sunday Business Post. 2015. Web.
Tricker, Ray. ISO 9001: 2008 for Small Businesses London: Routledge, 2014. Print.