7 Principles of Quality Management

1 – CUSTOMER FOCUS

2 – LEADERSHIP

3 – ENGAGEMENT OF PEOPLE

4 – PROCESS APPROACH

5 – IMPROVEMENT

6 – EVIDENCE-BASED DECISION MAKING

7 – RELATIONSHIP MANAGEMENT

1. CUSTOMER FOCUS

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

• 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

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.

• 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
• Ensure that leaders at all levels are positive examples to people in the organization
• Provide people with the required resources, training and authority to act with accountability
• Inspire, encourage and recognize people’s contribution

3. ENGAGEMENT OF PEOPLE

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

• 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

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.

• 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 as to its consistency, effectiveness and efficiency

5. IMPROVEMENT

Successful organizations have an ongoing focus on improvement. Improvement is essential for an

organization to maintain current level of performance, to react to changes in its internal and external conditions and to create new opportunities.

• Improved process performance, organizational capabilities 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

6. EVIDENCE-BASED DECISION MAKING

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

• 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

7. RELATIONSHIP MANAGEMENT

For sustained success, an organization manages its relationships with interested parties, such as suppliers.

• Enhanced performance of the organization and its interested parties through responding to the opportunities and constraints related to each interested party
• Common understanding of goals 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 goods and services

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