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Fuente: www.iso.org

Quality management principles

The following text is an integral reproduction of the content of the document "Quality Management Principles".

Introduction

This document introduces the eight quality management principles on which the quality management system standards of the ISO 9000:2000 and ISO 9000:2008 series are based. These principles can be used bysenior 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 qualitymanagement principles are defined in ISO 9000:2005, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements.

This document gives the standardized descriptions of the principles as they appear in ISO 9000:2005 and ISO 9004:2000. In addition, it provides examples of the benefits derived from their use and ofactions 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 marketopportunities.
▪ 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 needsand 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 awhole).
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'sfuture.
▪ 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...