Principles of Quality Management
Customer onboarding
Statement
The main goal of quality management is to meet customer needs and strive to exceed customer expectations.
Rationale
Continued success is achieved when an organization attracts and maintains the trust of its customers and other interested parties. Every aspect of customer interaction offers an opportunity to create added value for customers. Understanding the current and future needs of customers and other stakeholders contributes to the continued success of the organization.
Main advantages
- Increased customer value
- Increased customer satisfaction
- Increased customer loyalty
- Recurring business upgrades
- Improvement of the organization's reputation
- Expansion of the customer base
- Increased customer value of organizations that earn direct revenue and Understand the needs and expectations of current and future customers.
- Connect organizational goals with customer needs and expectations.
- Communicate customer needs and expectations throughout the organization.
- Plan, design, develop, manufacture, supply and support goods and services to meet customer needs and expectations.
- Measure and monitor customer satisfaction and take necessary actions.
- Identify and act on the needs and expectations of interested parties that may affect customer satisfaction.
- Actively manage customer relationships for continued success.
Leadership
Affirmation
Leaders at all levels create a unity of goals and directions and create conditions under which people are engaged in achieving organizational quality goals.
Rationale
Creating unity of purpose and direction and engaging people allows adapting organizational strategies, policies, processes and resources to achieve goals.
Main advantages
- Increased effectiveness and efficiency in achieving organizational quality goals
- Better coordination of organizational processes
- Better communication between levels and functions of the organization
- Develop and improve the capabilities of the organization and its personnel to achieve the desired results
Actions you can take
- Communicate the organization's mission, vision, strategy, policies and processes throughout the organization.
- Creating and maintaining common values, fairness and ethical operating models at all levels of the organization.
- Creating a culture of trust and honesty.
- Pushing the entire organization towards quality.
- Ensuring that leaders at all levels are positive role models for the people in the organization.
- Ensure the resources, training, and authority necessary to act responsibly.
- To inspire, encourage and recognize people's contributions.
Engaging people
Statement
Competent, empowered, and engaged people at all levels of the organization are essential to enhance their ability to create and deliver value.
Reason
To manage the organization efficiently and effectively, it is important to engage everyone at all levels and respect them as individuals. Recognition, empowerment and competency building facilitate community participation in achieving organizational quality goals.
The most important benefits
- Better understanding of organizational quality goals by people in the organization and greater motivation to achieve them
- Greater participation of people in development activities
- Growth of personal development, initiative and creativity
- Increased satisfaction of people
- Increased trust and cooperation across the organization
- Greater attention to values and culture across the organization
Actions you can take
- Communicating with people helps you understand the importance of their personal contributions.
- Promote collaboration across the organization.
- Promote open discussion and sharing of information and experiences.
- Empowering people to define performance boundaries and take the initiative without fear.
- Recognize and recognize the contribution, learning and development of people.
- Allows self-evaluation of performance with respect to personal goals.
- Conduct surveys to assess community satisfaction, communicate results and take appropriate action.
Process Approach
Statement
Consistent and predictable results are achieved more effectively and efficiently when operations are understood and managed as interrelated processes that serve as a unified system.
Reason
The quality management system consists of interconnected processes. By understanding how these systems deliver results, organizations can optimize the system and its effectiveness.
Main advantages
- Greater ability to focus on core processes and improvement opportunities
- Consistent and predictable results through a harmonized process system
- Optimal performance through efficient process management, efficient use of resources and reduction of congestion
- Enable organizations to provide stakeholders with confidence in their consistency, effectiveness and efficiency
Activities, what you can do
- Defines the goals of the system and the processes necessary to achieve them.
- Establish authority, responsibility and accountability in managing processes.
- Understand organizational capabilities and define resource limits before acting.
- Find out the interdependence of processes and analyze the influence of changes made in individual processes on the system as a whole.
- Manage processes and their relationships as a system to achieve organizational quality goals effectively and efficiently.
- Ensure the availability of information necessary to operate and improve processes and monitor, analyze, and evaluate overall system performance.
- Risk management that can affect the performance of the process and the overall quality system.
Increased
Statement
Successful organizations focus on continuous improvement.
Reason
Updates are needed so that the organization can maintain its current performance, respond to changing internal and external conditions and create new opportunities.
Main advantages
- Improved process efficiency, organizational capabilities, and customer satisfaction
- Increased focus on root cause discovery and investigation followed by preventive and remedial measures
- Enhanced ability to anticipate and respond to internal and external risks and opportunities
- Improved further improvement of decision making and success
- Greater use of learning for improvement
- Increased willingness to innovate
Actions you can take
- Drive improvement goals at all levels of the organization.
- Educate and train people at all levels to apply basic tools and methods to achieve improvement goals.
- Make sure qualified people successfully promote and implement improvement projects.
- Develop and implement processes for implementing improvement projects throughout the organization.
- Monitor, control, and review the planning, execution, completion, and outcomes of improvement projects.
- Integrating aspects of improvement into the development of new or modified goods, services and processes.
- Agree and accept the fix.
Evidence-Based Decision Making
Statement
Decisions based on data analysis and evaluation are more likely to produce the desired results.
Reason
Decision making can be a complex process and is always accompanied by uncertainty. This often involves different types and different sources of input and their interpretation, which can be subjective. It is important to understand the causal relationship and the potential for unintended consequences. Facts, evidence, and data analysis increase objectivity and confidence in decision-making.
Main advantages
- Better decision making
- Assessment of better process performance and ability to achieve goals
- Better operational efficiency and effectiveness
- Better ability to review, challenge and change opinions and decisions
- Better ability to demonstrate the effectiveness of past decisions
- Actions you can take
- Assign, measure, and control key indicators to demonstrate organizational performance.
- Provide all the necessary information to the relevant person.
- It is ensured that the information is sufficiently accurate, reliable and safe.
- Analyze and evaluate data using appropriate methods.
- Ensure that data is analyzed and evaluated by qualified people where possible.
- Making decisions and acting on evidence, balanced with experience and intuition.
Management Relationships
Statement
To continue to be successful, the organization manages its relationships with stakeholders such as suppliers.
Reason
The parties affect the activities of the organization. Continued success is more likely to occur when an organization develops relationships with all stakeholders to optimize its impact on performance. Managing relationships with suppliers and their partner networks is critical.
Main advantages
- Improving the effectiveness of organizations and stakeholders by responding to opportunities and constraints related to each stakeholder
- Sharing understanding of goals and values among stakeholders
- Building capacity to create value for stakeholders through sharing and quality of resources and knowledge of risk management
- A well-managed supply chain that provides a sustainable flow of goods and services
Actions you can take
- Identify relevant stakeholders (e.g. suppliers, partners, customers, investors, employees, and society in general) and their relationship with the organization.
- Define and prioritize stakeholder relationships that need to be managed.
- Build relationships that balance short-term gains with long-term considerations.
- Collect and share information, knowledge and resources with relevant parties.
- Performance measurement and performance feedback to stakeholders to improve improvement initiatives.
- Create collaborative development and improvement activities with suppliers, partners, and other interested parties.
- Encourage and recognize the improvement and achievements of suppliers and partners.
Next steps
This document provides an overview of the quality management principles behind ISO quality management standards. It provides an overview of these principles and shows how together they can form the basis for improved organizational performance and excellence. These principles of quality management can be applied in a variety of ways. The nature of the organization and the specific challenges it faces will determine its implementation. Many organizations find it useful to build a quality system based on these principles.