1/21 Quality Management Principles. 2/21 Quality Management Principles Outline Introduction the to 8...

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Quality Management

Principles

2/21Quality Management Principles

Outline

Introduction the to 8 QMPs Implication of the principles Application of the principles


QUALITY MANAGEMENT PRINCIPLES

The revised ISO 9000:2000 series of standards are based The revised ISO 9000:2000 series of standards are based on 8 Quality Management principles.on 8 Quality Management principles.

The Principles are derived from The Principles are derived from collective experiencescollective experiences of of the ISO/TC/176 members.the ISO/TC/176 members.

The eight quality management principles are defined in both The eight quality management principles are defined in both the: -the: - ISO 9000:2000ISO 9000:2000:- (QMS Fundamentals and :- (QMS Fundamentals and vocabulary) and vocabulary) and ISO 9004:2000:- (QMS:-Guidelines for ISO 9004:2000:- (QMS:-Guidelines for performance improvement) standardsperformance improvement) standards


Introduction

It is recommended that the principles be used by It is recommended that the principles be used by management to guide organizations to improved management to guide organizations to improved performance. performance.

The principles should be seen as a The principles should be seen as a consistent setconsistent set and and should should not be applied individually.not be applied individually.

The ISO 9001:2008 contains over The ISO 9001:2008 contains over 133 requirements133 requirements and and ISO 9004:2000 over ISO 9004:2000 over 268 recommendations268 recommendations: :

The principles enable an organization to determine the right The principles enable an organization to determine the right things to do and understand why they are doing themthings to do and understand why they are doing them

When undertaking any When undertaking any organizational changeorganizational change these these principles should be used to validate the change.principles should be used to validate the change.


Introduction

The eight quality management principles are:-1.1. Customer focusCustomer focus

2.2. The role of The role of LeadershipLeadership3.3. Involvement of PeopleInvolvement of People4.4. Process ApproachProcess Approach5.5. System Approach to ManagementSystem Approach to Management6.6. Continual Improvement Continual Improvement 7.7. Factual Approach to Decision MakingFactual Approach to Decision Making8.8. Mutual Beneficial Supplier relationshipMutual Beneficial Supplier relationship


The Principles

1.1. Customer focusCustomer focus

Organizations depend on their customers and Organizations depend on their customers and therefore should understand current andtherefore should understand current and future future customer needs, should meet customer customer needs, should meet customer requirements and strive to exceed customer requirements and strive to exceed customer expectationsexpectations

ImplicationCustomer focused means putting your energy into satisfying customers and understanding that profitability comes from satisfying customers.


Application of the principle-customer focus

a) Researching ,establishing and understanding current and future customer needs and expectations

b) Ensuring that the objectives of the organization are linked to customer needs and expectations.

c) Communicating customer needs and expectations throughout the organization.

d) Measuring customer satisfaction and acting on the results

e) Ensuring a balanced approach between satisfying customers and other interested parties.


2. Leadership Leaders Leaders establishestablish unity of purposeunity of purpose and and directiondirection of of the organization.They should create and maintain the the organization.They should create and maintain the internal environmentinternal environment in which in which people can become people can become fullyfully involvedinvolved in achieving the organization’s in achieving the organization’s objectives.objectives.

ImplicationLeadership is providing role model behaviours consistent with the values of the organization.Behaviour that will deliver the organizations objectives. Internal environment includes the culture and climate, management style, shared, trust, motivation and support.


Application of the principle- Leadership

a) Considering the needs of all interested parties including customers, owners, employees, suppliers, financier, local communities and society as whole.

b) Establishing a clear vision of the organization’s future.c) Setting challenging goals and targets.d) Creating and sustaining shared values, fairness and ethical role

models at all levels of the organization.e) Establishing trust and eliminate fear.f) Providing people with the required resources training and freedom

to act with responsibility and accountability.g) Inspiring, encouraging and recognizing people’ contributions.


33. Involvement of People. Involvement of People

People at all levels are the People at all levels are the essenceessence of an of an organization and organization and their involvementtheir involvement enablesenables their their abilities to be used for the organization,s abilities to be used for the organization,s benefitbenefit

implicationimplication

involving people means sharing knowledge, encouraging involving people means sharing knowledge, encouraging and recognizing their contribution, utilizing their and recognizing their contribution, utilizing their experience and operating with integrity.experience and operating with integrity.


Application of the principle – Involvement of people

a) People identifying constraints to their performance.

b) People evaluating their performance against personal goals and objectives.

c) People actively seeking opportunities to enhance their competence,knowledge and experience.

d) People freely sharing knowledge and experience

e) People openly discussing problems and issues.


4. 4. Process ApproachProcess Approach

A A desired resultdesired result is achieved more is achieved more efficientlyefficiently when when activities and their related resources are activities and their related resources are managedmanaged as a as a processprocess

Implication

Processes are dynamic-they cause things to Processes are dynamic-they cause things to happen.processes within an organization should be happen.processes within an organization should be structured in order to achieve a certain objective in the structured in order to achieve a certain objective in the most efficient and effective manner.most efficient and effective manner.


Application of the principle - process Approach

a) Systematically defining the activities necessary to achieve/obtain desired results.

b) Establishing clear responsibility and accountability for managing key activities.

c) Analyzing and measuring of the capabilities of key activities

d) Identifying the interfaces of key activities within and between the functions of the organization.

e) Evaluating risks,consequences and impacts of activities on customers,suppliers and other interested parties.


5. System Approach to Management5. System Approach to Management

IdentifyingIdentifying, , understandingunderstanding and and managingmanaging interrelated processes as a system interrelated processes as a system contributescontributes to to the organization’s the organization’s effectivenesseffectiveness and and efficiencyefficiency in in achieving it’s objectivesachieving it’s objectives

ImplicationSystems are constructed by connecting interrelated processes together to deliver the system objectives which in the case of the QMS is the satisfaction of the interested parties.


Application of the principle – system Approach

a) Structuring a system to achieve the organizations objectives in the most effective and efficient way.

b) Understanding the interdependencies between the processes of the system

c) Structured approach that harmonize and integrate processes.

d) Providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross functional barriers.

e) Targeting and defining how specific activities within a system should operate.


6. Continual Improvement6. Continual Improvement

Continual improvementContinual improvement of the organization’s of the organization’s overall performance should be overall performance should be a permanenta permanent objective of the organizationobjective of the organization

ImplicationImplication

Continual improvement is the progressive improvement in Continual improvement is the progressive improvement in organizational efficiency and effectiveness.organizational efficiency and effectiveness.


Application of the principle- continual Improvement

Employing a consistent organization-wide approach to continuous improvement of the organizations’ tools of continual improvement

Providing people with the training in the methods and tools of continual improvement

Making continual improvement of products, processes,and the system an objective for every individual in the organization.

Establishing the goals to guide and lead.


7.Factual Approach to Decision Making7.Factual Approach to Decision Making

Effective decisions are based on the decisions are based on the analysisanalysis of of data and informationdata and information

Implication:

Facts are obtained from observations performed by Facts are obtained from observations performed by qualified people using qualified means of measurements qualified people using qualified means of measurements i.e. the integrity of the the information is known.i.e. the integrity of the the information is known.


Application of the principle – Factual Approach

Ensuring that data/information is sufficiently accurate and reliable.

Making data accessible to those who need them.

Analyzing data using appropriate tools.

Making decision and taking actions based on factual analysis,balanced with experience and intuition.


8. Mutual Beneficial Supplier 8. Mutual Beneficial Supplier relationshipsrelationships

An organization and An organization and it’sit’s suppliers are suppliers are interdependentinterdependent and and a mutually beneficial a mutually beneficial relationshiprelationship enhancesenhances the ability for the ability for bothboth to create to create valuevalue

implicationimplication

beneficial relationships are those in which both parties are beneficial relationships are those in which both parties are knowledge,vision,values,and understanding.suppliers are knowledge,vision,values,and understanding.suppliers are not treated as adversaries.not treated as adversaries.


Application of the principle - mutually beneficial relationships

a) Establishing relationships that balance short-term gains with long term considerations.

b) Pooling of expertise and resources with partners

c) Identifying and selecting key suppliers

d) Clear and open communication

e) Sharing information and future plans

f) Establishing joint development and improvement activities.

g) Inspiring,encouraging and recognizing improvements and achievement by suppliers.

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