When a business organization lacks in the human resources with correct attitude and capability for designing and operating the business processes that fulfill the customer expectations, the QMS may fail to deliver any tangible results. This is the reason, why ISO 9001 :2015 has the HRM principles embedded in the basic structure. People oriented philosophy is apparent in the following quality management principles:
- QMP2 principle of leadership,
- QMP 3 principle
of people engagement
- QMP 7 principle of relationship management
The international standard gives a lot of importance to the human aspect of an organization. Enthusiastic teams of trained and motivated employees can ensure that the company achieves business purpose and QMS objectives by supporting the system whole heartedly.
HRM functions include
- defining the organization structure, authority and responsibilities of the employee roles,
- clear communication of these roles and job descriptions to employees,
- determining skills and
abilities(competence, experience , education ) needed for each role,
- evaluating competence of employees and
building competence through training,
- evaluating the effectiveness of training
- managing performance and compensation to
motivate the workforce and
- enhancing employee engagement .
Detailed HRM requirements of ISO 9001 certification
Planning for ISO 9001 certification should be done with active involvement of HR professionals as well as ISO 9001 consultants. Detailed clauses affecting HRM are mentioned below.
ISO 9001:2015, in clause 4.4 d requires resources (including human resources) needed for the business processes be determined. Clause 4.4e requires that authorities and responsibilities be assigned for all processes in a very clear manner.
Clause 5.1.1 states that the top management of the enterprise must display leadership with commitment by
- accepting accountability for maintaining effectiveness of the QMS,
b. making sure that quality policy is established along with quality objectives, (quality policy must be fully aligned to strategic direction and business environment( context)
c. communicating quality policy to ensure understanding and application
d integrating QMS into enterprise processes
e creating employee awareness in favor of process approach
f providing resources for QMS including human resources
g promoting employee awareness of total quality management and need for conformity to QMS requirements
h achieving business results through effectiveness of QMS
I motivating, directing, engaging and supporting all people to contribute to QMS effectiveness
J supporting and promoting improvement throughout the enterprise
K providing support to different management roles for leadership in areas of their responsibility towards QMS
Delegating authority and responsibility for QMS
Clause 5.3 stipulates that authorities as well as responsibilities for roles relevant to QMS must be clearly assigned, with clear communication for understanding. This delegation is for
A. ensuring conformity to requirements
B. making enterprise QMS processes to deliver intended outputs
C. reporting to top management about QMS performance and need for changes as well as improvements
D. making sure that customer focus is promoted
E. maintaining integrity during managing changes for the system.
6.2.2 c requires determination of who will achieve objectives.
6.3 c says that while planning changes, management should ensure availability of resources( human as well as others) and (6.3d )consider changes in responsibility authority to make changes fruitful.
Requirement of competence
7.2a. requires that the competence requirement of persons affecting quality performance of the organization must be determined
7.2b. requires that management make sure (by collecting information) that people are competent ( through experience, training as well as education)