By Mat Khaloobagheri
In business we are often distracted and can lose focus on what is important. The quality manual and the management system help to keep us focused — ensuring that the services and products your organization delivers continually meet customer requirements.
What Is a Quality Manual?
A Quality Manual is a document that was first required by the ISO 9001 standard for Quality Management Systems. It is a top-level document that describes an organization's Quality Management System (QMS). The quality manual describes the QMS in accordance with the stated quality policy and objectives, while the procedures describe the processes and activities required to implement the quality management system.
Organizations often address the requirements of the standards by preparing a management system manual and by implementing procedures to control processes.
Many businesses and operators of mature quality systems recognize the added value these elements bring to their operations. The quality manual, policies, processes, and procedures are all about what your company has decided is important to ensure it can provide services and products that continually meet customer requirements, deliver satisfaction, and help the business meet its own targets and objectives.
Scope & Management Responsibilities
The quality manual provides the scope of the management system — what the business does, wants, and expects. It also contains an overview of management's and employees' responsibilities, as well as conformity statements applicable to the ISO 9001:2015 clauses contained and supported by your management system.
Processes & Procedures
The management system processes and procedures provide detailed requirements for each key process, specifying who does what, when, where, and how each process, action, or task is performed — and what documentation is used to verify that all required quality-related activities have been executed as required.
Quality Manual Basics
Ensure the quality manual addresses all relevant requirements, clearly noting any non-applicable requirements. Operational procedures should be included or referenced in the quality manual, and the interaction between the processes of the quality system should be documented (e.g., process maps, flowcharts, etc.).
The quality manual is often used as the normative basis of reference to international standards, and when used internally provides an overview of ISO 9001:2015 requirements and processes. All management system documents should be properly controlled — each change should be authorized and logged, and the updated document should receive a new revision number or code.
Alternatives to a Formal Manual
Why have a manual if none is required for accreditation? You can document the procedures, scope, policy, and anything else your business and the standard requires through various formats:
- A booklet-sized resource referencing all QMS documents
- A series of tabs in a spreadsheet document stored on a shared drive
- Procedure references listed on a process map
- Procedures referenced as part of risk-mitigation actions within your risk register
There are many practical methods to replace or supplement a traditional quality manual, provided all required information is accessible and controlled.
Communicating the Quality Manual
Communicating your quality manual via the intranet or internet actively encourages engagement with stakeholders, employees, customers, suppliers, and other interested parties. As a top-level, controlled document, the quality manual is often used as a business tool with a wide range of indispensable benefits.
Key Benefits of a Quality Manual
- Communicates business strategy
- Defines how customer needs are identified, met, and monitored
- Establishes and embeds organizational credibility and accountability
- Documents management system scope
- Documents management system processes
- Communicates sequence and interaction of processes
- Communicates the quality policy
- Communicates the quality objectives
- Establishes relevance to products, services, and sector
- References documented information
- Outlines core expectations
- Attracts pre-qualification offers
- Documents and explains exclusions
- Supports alignment and compliance to standards and regulations
- Facilitates certification/registration and pre-audit reviews
- Defines well-structured procedures and processes
- Serves as a supplier audit reference
- Acts as a useful induction tool for new staff
- Provides greater visibility of quality assurance for products and services
FAQs
What is a Quality Manual?
A Quality Manual is a top-level document that describes an organization's Quality Management System (QMS). It outlines the quality policy, objectives, scope, management responsibilities, and how processes are controlled, originally required by the ISO 9001 standard.
Is a Quality Manual required by ISO 9001:2015?
ISO 9001:2015 no longer mandates a formal Quality Manual document, but many organizations maintain one because it provides clear structure and communicates the QMS effectively to employees, customers, and auditors.
What should a Quality Manual include?
A Quality Manual typically includes the scope of the QMS, quality policy and objectives, management responsibilities, process interactions (e.g., process maps or flowcharts), references to procedures, and conformity statements to applicable standards.
How does a Quality Manual benefit a business?
A Quality Manual communicates business strategy, defines how customer needs are identified and met, establishes organizational credibility, supports certification and pre-audit reviews, and serves as an induction tool for new staff — among many other benefits.
Can Acetake Group help create or update a Quality Manual?
Yes. Acetake Group's quality manuals, procedures, and audit checklists are trusted by hundreds of Canadian businesses to reduce the risk of non-conformances during the implementation and certification of quality management systems such as TSSA and CWB.
Looking for Help with Your Quality Manual?
If you're looking to create a quality manual or update an existing one, Acetake Group can help. Our quality manuals, procedures, and audit checklists are trusted by hundreds of Canadian businesses to reduce the risk of non-conformances and corrective action during the implementation, operation, and certification of quality management systems such as TSSA and CWB.
Contact the Acetake Group team today to create or update your quality manual.