Quality Management System (QMS) Goals and Objectives

by Sneha Naskar

A quality management system (QMS) is a framework business can use to deliver high-quality products and services. It helps organizations set objectives and targets for quality and then track progress towards achieving those goals. Quality management system objectives and targets template set the groundwork for your quality management system (QMS). They provide a framework for your QMS and help to ensure that it is aligned with your organization's strategic goals. It can be challenging to determine whether your QMS is effective without specific objectives and targets.

ISO 9001 Implementation Toolkit


Examples of QMS Objectives and Targets

1. Improving the quality of products and services:
The quality includes three major components: greater accuracy, compliance with regulatory standards, and high customer satisfaction. The system's goal is to track each component's performance and make changes. For example, product testing can determine accuracy and standard compliance, whereas functional testing can determine whether items satisfy client expectations. Test results provide insight into issues and point to areas where there is a possibility for development.

2. Influence culture:

If quality to commitment does not originate from the management, employees will not raise standards. The following aspects of a quality-based company's culture can be used to identify it:

  • People are adaptable to new situations.
  • People who are willing to listen, learn, and participate in process improvement.

3. Focused on training needs:

The skills, training, and qualifications required to complete specific tasks are detailed in quality management systems. Additional training will be needed if problems arise despite employee skills. When employees fail to meet the company's quality goals, the test results often reveal the root cause of the problem and the type of training required to improve performance.

Requirements for quality objectives and targets Template:

Setting quality objectives is an essential part of the quality management system. However, to develop practical purposes, you must understand the requirements for quality.

  • Specific: your objectives should be focused on a particular aspect of your business. This means that it's clear what each goal is trying to refer to. A plan must clearly state the outcomes that must be seen to be considered complete.
  • Measurable: A goal is only a goal if we can measure where we are now and compare it to where we want to be in the future. We can't hide behind catchphrases like "industry leaders" or "excellent service." We need to connect our vision of where we want to go with a metric that we can track.
  • Attainable: Goals should be difficult but not impossible to achieve. It's pointless to say that we'd like to get a 100 percent market share when our current market share is only 1%. As a result, ISO 9001 encourages us to set quality goals that we believe we can achieve. Plans should also be based on activities that we have control over.
  • Relevant: The quality objectives set must be relevant to the organization's overall goals. In other words, each set of objectives must be linked in some way to the findings of the ISO 9001 standard's Clause 4 evaluations (context of the organization). Being relevant implies that the objectives we set must be worthwhile of our time and effort.
  • Time-bound: Most people fail because they do not have concrete goals and do not have a timeline. By setting time-bound objectives, you force yourself to be accountable and achieve your goal in the specified timeframe.

What You Should Avoid While Setting QMS Quality Objectives?

We'll go over the most typical mistakes that lead to non-compliances being discovered during ISO 9001 audits. The following are examples of some common mistakes:

  • Don't forget to set goals that can be measured.
  • Remember to create a credible plan to reach your goals.
  • Make sure your objectives aren't too narrowly defined. Quality goals must be established at all levels and departments of the company.
  • Make no objectives relevant to the organization (as per the ISO 9001:2015 Clause 4.1 requirements).
  • Don't forget to track and review your progress toward meeting your quality goals. A management review report is frequently used to document this.


    How To Implement Quality Objectives?

    1. Documentation: Make sure you keep track of all the quality goals you've set and agreed to meet. The revised ISO 9001:2015 standards demand a business to document everything for thorough validation and verification, particularly during a regulatory visit. The ideal choice is to use electronic document management software, which will allow you to keep track of all critical data and actions, such as nonconformance's and action plans. Maintaining the quality objective written will also enable you to provide timely guidance to your team to achieve the organization's goals.

    2. Communication: Make sure you effectively convey the quality objectives to your team once they've been determined and documented. Several strategies to improve communication include holding awareness training and establishing a centralized platform where your staff can interact and communicate.

    3. Key performance indicators: One of the most significant changes in ISO 9001:2015 is the requirement to assess to what extent (i.e., how much) the customer's needs and expectations have been met. You can quantify or qualitatively evaluate whether a customer's expectations have been satisfied, for example:

    • Revenue generated by existing customers or customer retention research or Net Promoter Score (NPS) Satisfaction Benchmark Survey
    • Forms for providing feedback
    • Results of the audit/issue analysis

    4. Failure analysis: You'll ensure it doesn't repeat if you have a systematic problem that keeps recurring and costs money, resources, or customer pleasure. When this happens, performing a thorough root cause analysis as part of your corrective action plan will help you get the most out of the situation by permanently resolving the issue.

    5. Monitoring and Evaluation: Establish suitable processes for measuring quality targets for each team, department, and function. These evaluation procedures should be scheduled at regular periods to assess the need for quality objective adjustments or improvements.

    6. Review the objectives: After you've defined the quality targets, you'll need to examine them regularly, as well as the methods in place to track their progress. Internal audits and management reviews are the two methods for reviewing quality targets. 

    ISO 9001 Implementation Toolkit