What does the "Plan" phase of ISO 9001 include?

The "Plan" phase of ISO 9001 is a critical component of the quality management system, focusing primarily on establishing a robust foundation for effective processes that align with the organization’s objectives. Defining the quality policy is a vital part of this phase as it establishes the organization's commitment to quality, sets the direction for quality management, and provides a framework for setting quality objectives.

The quality policy outlines the organization's intentions and directions in relation to quality, reflecting its overall business goals. In this phase, organizations analyze customer needs and expectations, assess the context in which they operate, and evaluate risks and opportunities, ensuring that the quality policy supports the achievement of their strategic objectives and the satisfaction of customers.

While setting performance metrics, regular training of employees, and finalizing service delivery methods are important elements within the broader quality management landscape, they fall under other phases or aspects of the quality management process. Performance metrics are typically established during the execution and monitoring phases. Employee training is essential for maintaining competence and is part of operational execution, while service delivery methods would be defined in operational planning. Hence, the primary focus during the "Plan" phase is on defining the quality policy to guide the organization's quality endeavors.