Qmp 2012

Q uality
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
andknowledge 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 9000:2005, Quality management systems – Fundamentals and vocabulary, and in ISO 9004:2009, Managing
for the sustained success of anorganization – 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 – Customerfocus
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 thereforeshould 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 leadingto repeat
business.
• Researching and understanding 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 inwhich 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 trustand 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...