1. Gain understanding of all relevant policies A policy is described by ISO 9000:2015 3.5.8 as, “intention and direction of an organization as formally expressed by its top management”. An understanding of top managements’ intention and direction helps you ensure all the work you do falls in line with that intent. It is not a matter of memorising the policy but understanding what top management are trying to achieve in the grand scheme of things and working toward that. If your company policy includes a commitment to meet customer requirements (as would be expected) you may ensure to always check and double check your work to make sure customer requirements as related to your role are met; i