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Quality Management System
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Quality Management
Coordinated activities to
direct and control an
organization with regard to
quality. Direction and
control with regard to
quality generally includes
establishment of the quality
policy and quality
objectives , quality
planning, quality control ,
quality assurance and
quality improvement.
Quality management
principles
Introduction
Here we introduces the eight
quality management
principles on which the
quality management system
standards of the revised ISO
9000 series are based. These
principles can be used by
senior management as a
framework to guide their
organizations towards
improved performance. The
principles are derived from
the collective experience
and knowledge of the
international experts who
participate in ISO Technical
Committee ISO/TC 176,
Quality management and
quality assurance, which is
responsible for developing
and maintaining the ISO 9000
standards.
The eight quality management
principles are defined in
ISO 9000:2008, Quality
management systems
Fundamentals and vocabulary,
and in ISO 9004, Quality
management systems
Guidelines for performance
improvements.
This document gives the
standardized descriptions of
the principles as they
appear in ISO 9000 and ISO
9004. In addition, it
provides examples of the
benefits derived from their
use and of actions that
managers typically take in
applying the principles to
improve their organizations'
performance.
Principle 1 Customer focus
Principle 2 Leadership
Principle 3 Involvement of
people
Principle 4 Process approach
Principle 5 System approach
to management
Principle 6 Continual
improvement
Principle 7 Factual approach
to decision making
Principle 8 Mutually
beneficial supplier
relationships
Principle 1 Customer focus
Organizations depend on
their customers and
therefore should understand
current and future customer
needs, should meet customer
requirements and strive to
exceed customer
expectations.
Key benefits:
- Increased revenue and
market share obtained
through flexible and fast
responses to market
opportunities.
- Increased effectiveness in
the use of the
organization's resources to
enhance customer
satisfaction.
- Improved customer loyalty
leading to repeat business.
Applying the principle of
customer focus typically
leads to:
- Researching and
understanding customer needs
and expectations.
- Ensuring that the
objectives of the
organization are linked to
customer needs and
expectations.
- Communicating customer
needs and expectations
throughout the organization.
- Measuring customer
satisfaction and acting on
the results.
-
Systematically managing
customer relationships.
- Ensuring a balanced
approach between satisfying
customers and other
interested parties (such as
owners, employees,
suppliers, financiers, local
communities and society as a
whole).
Principle 2 Leadership
Leaders establish unity of
purpose and direction of the
organization. They should
create and maintain the
internal environment in
which people can become
fully involved in achieving
the organization's
objectives.
Key
benefits:
- People will understand and
be motivated towards the
organization's goals and
objectives.
- Activities are evaluated,
aligned and implemented in a
unified way.
- Miscommunication between
levels of an organization
will be minimized.
Applying the principle of
leadership typically leads
to:
- Considering the needs of
all interested parties
including customers, owners,
employees, suppliers,
financiers, local
communities and society as a
whole.
- Establishing a clear
vision of the organization's
future.
Setting challenging goals
and targets.
- Creating and sustaining
shared values, fairness and
ethical role models at all
levels of the organization.
- Establishing trust and
eliminating fear.
- Providing people with the
required resources, training
and freedom to act with
responsibility and
accountability.
- Inspiring, encouraging and
recognizing people's
contributions.
Principle 3 Involvement of
people
People at all levels are the
essence of an organization
and their full involvement
enables their abilities to
be used for the
organization's benefit.
Key benefits:
-
Motivated, committed and
involved people within the
organization.
-
Innovation and creativity in
furthering the
organization's objectives.
-
People being accountable for
their own performance.
-
People eager to participate
in and contribute to
continual improvement.
Applying the principle of
involvement of people
typically leads to:
-
People understanding the
importance of their
contribution and role in the
organization.
-
People identifying
constraints to their
performance.
-
People accepting ownership
of problems and their
responsibility for solving
them.
-
People evaluating their
performance against their
personal goals and
objectives.
-
People actively seeking
opportunities to enhance
their competence, knowledge
and experience.
-
People freely sharing
knowledge and experience.
-
People openly discussing
problems and issues.
Principle 4 Process approach
A desired result is achieved
more efficiently when
activities and related
resources are managed as a
process.
Key benefits:
-
Lower costs and shorter
cycle times through
effective use of resources.
-
Improved, consistent and
predictable results.
-
Focused and prioritized
improvement opportunities.
Applying the principle of
process approach typically
leads to:
-
Systematically defining the
activities necessary to
obtain a desired result.
-
Establishing clear
responsibility and
accountability for managing
key activities.
-
Analysing and measuring of
the capability of key
activities.
-
Identifying the interfaces
of key activities within and
between the functions of the
organization.
-
Focusing on the factors such
as resources, methods, and
materials that will improve
key activities of the
organization.
-
Evaluating risks,
consequences and impacts of
activities on customers,
suppliers and other
interested parties.
Principle 5 System approach
to management
Identifying, understanding
and managing interrelated
processes as a system
contributes to the
organization's effectiveness
and efficiency in achieving
its objectives.
Key benefits:
- Integration and alignment
of the processes that will
best achieve the desired
results.
- Ability to focus effort on
the key processes.
- Providing confidence to
interested parties as to the
consistency, effectiveness
and efficiency of the
organization.
Applying
the principle of system
approach to management
typically leads to:
- Structuring a system to
achieve the organization's
objectives in the most
effective and efficient way.
- Understanding the
interdependencies between
the processes of the system.
- Structured approaches that
harmonize and integrate
processes.
- Providing a better
understanding of the roles
and responsibilities
necessary for achieving
common objectives and
thereby reducing
cross-functional barriers.
- Understanding
organizational capabilities
and establishing resource
constraints prior to action.
- Targeting and defining how
specific activities within a
system should operate.
- Continually improving the
system through measurement
and evaluation.
Principle 6 Continual
improvement
Continual improvement of the
organization's overall
performance should be a
permanent objective of the
organization.
Key benefits:
- Performance advantage
through improved
organizational capabilities.
- Alignment of improvement
activities at all levels to
an organization's strategic
intent.
- Flexibility to react
quickly to opportunities.
Applying
the principle of continual
improvement typically leads
to:
- Employing a consistent
organization-wide approach
to continual improvement of
the organization's
performance.
- Providing people with
training in the methods and
tools of continual
improvement.
- Making continual
improvement of products,
processes and systems an
objective for every
individual in the
organization.
- Establishing goals to
guide, and measures to
track, continual
improvement.
- Recognizing and
acknowledging improvements.
Principle 7 Factual approach
to decision making
Effective decisions are
based on the analysis of
data and information
Key benefits:
- Informed decisions.
- An increased ability to
demonstrate the
effectiveness of past
decisions through reference
to factual records.
- Increased ability to
review, challenge and change
opinions and decisions.
Applying
the principle of factual
approach to decision making
typically leads to:
- Ensuring that data and
information are sufficiently
accurate and reliable.
- Making data accessible to
those who need it.
- Analysing data and
information using valid
methods.
- Making decisions and
taking action based on
factual analysis, balanced
with experience and
intuition.
Principle 8 Mutually
beneficial supplier
relationships
An organization and its
suppliers are interdependent
and a mutually beneficial
relationship enhances the
ability of both to create
value
Key benefits:
- Increased ability to
create value for both
parties.
- Flexibility and speed of
joint responses to changing
market or customer needs and
expectations.
- Optimization of costs and
resources.
Applying
the principles of mutually
beneficial supplier
relationships typically
leads to:
- Establishing relationships
that balance short-term
gains with long-term
considerations.
- Pooling of expertise and
resources with partners.
- Identifying and selecting
key suppliers.
- Clear and open
communication.
- Sharing information and
future plans.
- Establishing joint
development and improvement
activities.
- Inspiring, encouraging and
recognizing improvements and
achievements by suppliers.
