Top management demonstrates leadership and commitment with an ongoing objective for a management system to continually review opportunities for improvement, through the effective application of the management system and its processes for its sustainability and success. There are many processes that can be used in improvement:

• Customer satisfaction will bring sustainable profitability. Ask clients what you are doing well and how you can improve.

• Continuous improvement – setting of strategic plans or goals, policy, objectives and targets with action plans (projects with budgets or measurables, timelines, senior management accountability, and process ownership) for the sustainability and success (profitability) of the organization (change management – buy-in).

• Ensuring the integration of management system requirements into the organization's business processes.

• Determining the risks and opportunities that need to be addressed to achieve continual improvement.

• Ensuring resources needed are available (re-organization, mentoring programs), technology, automation.

• Communicating the importance of effective management and conforming to the management system, and ensuring promotion of customer focus throughout the organization.

• Engaging, directing, and supporting persons to contribute to its effectiveness through creativity and innovation.

• Ensuring integrity of the management system is maintained when changes are planned and implemented (improvement through breakthrough).

• Monitoring and measurement, analysis and evaluation, internal audit, management reviews used to determine need of opportunities for improvement within the management system.

• Reporting on performance of the management system on opportunities for improvement and the need for change or innovation.

• Process of handling nonconformity and corrective action.

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