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Quality management principles

Introduction

This document introduces the eight quality management principles on which the quality management system standards of the 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 ofthe 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 9000:2005, Quality management systems – Fundamentals and vocabulary, and in ISO 9004:2009, Managing for the sustained success of an organization– A quality management approach. This document gives the standardized descriptions of the principles as they appear in ISO 9000:2005 and ISO 9004:2009. 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.

Contents : 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 The next step

Principle 1 – Customer focus

Organizations depend on their customers and therefore should understand current andfuture 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. • Researching andunderstanding customer needs Applying and expectations the principle of customer • Ensuring that the objectives of the organization focus typically are linked to customer needs and expectations leads to : • 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 theorganization’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 includingcustomers, 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 andfreedom 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 •...