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

Here we introduces the seven 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 seven quality management principles are defined in ISO 9000, Quality management systems Fundamentals and vocabulary, and in ISO 9004, Quality management – Quality of an organization – Guidance to achieve sustained success.

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 Engagement of people
Principle 4 Process approach
Principle 5 improvement
Principle 6 Evidence-based decision making
Principle 7  Relationship Management 

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Principle 1 Customer focus

The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations.

Key benefits:

  • increased customer value
  • increased customer satisfaction;
  • improved customer loyalty;
  • enhanced repeat business;
  • enhanced reputation of the organization;
  • expanded customer base;
  • increased revenue and market share.

Principle 2 Leadership

Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives.

Key benefits:

  • increased effectiveness and efficiency in meeting the organization’s quality objectives;
  • better coordination of the organization’s processes;
  • improved communication between levels and functions of the organization;
  • development and improvement of the capability of the organization and its people to deliver desired results.

Principle 3 Engagement of people

Competent, empowered and engaged people at all levels throughout the organization are essential to enhance the organization’s capability to create and deliver value.

Key benefits:

  • improved understanding of the organization’s quality objectives by people in the organization and increased motivation to achieve them;
  • enhanced involvement of people in improvement activities;
  • enhanced personal development, initiatives and creativity;
  • enhanced people satisfaction;
  • enhanced trust and collaboration throughout the organization;
  • increased attention to shared values and culture throughout the organization.

Principle 4 Process approach

Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system.

Key benefits:

  • enhanced ability to focus effort on key processes and opportunities for improvement;
  • consistent and predictable outcomes through a system of aligned processes;
  • optimized performance through effective process management, efficient use of resources and reduced cross-functional barriers;
  • enabling the organization to provide confidence to interested parties related to its consistency, effectiveness and efficiency.

Principle 5 improvement

Successful organizations have an ongoing focus on improvement.

Key benefits:

  • improved process performance, organizational capability and customer satisfaction;
  • enhanced focus on root cause investigation and determination, followed by prevention and corrective actions;
  • enhanced ability to anticipate and react to internal and external risks and opportunities;
  • enhanced consideration of both incremental and breakthrough improvement;
  • improved use of learning for improvement;
  • enhanced drive for innovation.

Principle 6 Evidence-Based decision making

Decisions based on the analysis and evaluation of data and information are more likely to produce desired results.

Key benefits:

  • improved decision making processes;
  • improved assessment of process performance and ability to achieve objectives;
  • improved operational effectiveness and efficiency;
  • increased ability to review, challenge and change opinions and decisions;
  • increased ability to demonstrate the effectiveness of past decisions.

Principle 7 Relationship Management 

For sustained success, organizations manage their relationships with relevant interested parties, such as providers.

Key benefits:

  • enhanced performance of the organization and its relevant interested parties through responding to the opportunities and constraints related to each interested party;
  • common understanding of objectives and values among interested parties;
  • increased capability to create value for interested parties by sharing resources and competence and managing quality related risks;
  • a well-managed supply chain that provides a stable flow of products and services.

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