Quality Management Principles

Customer Focus

Organizations depends on their customers and should strive to meet their needs

Figure out customer needs and expectations Keep them in the loop Quantify customer satisfaction Systematically manage relationships Keep a balance between customer and employee satisfaction

Leadership

Leaders give organizations goals and unity

Set clear and challenging goals Keep in mind the needs of all parties involved Create and sustain shared values Ensure access to resources and training Recognize and encourage contribution Establish trust

Involvement of people

People are the building blocks of an organization

Accepting responsibility Understanding of roles Sharing knowledge and experience Solving problems and issues with open discussions Self-evaluation Self-improvement

Process approach

Activities and related resources should be viewed and managed as a process

Define the activities required for a goal Assign responsibilities Identify risks Identify the interfaces of activities within the functions of an organizations

System approach to management

Increase efficiency by understanding and managing interrelated processes

Structure a system to achieve objectives in the most effective way Understand the organizations capabilities Improvement through measurement and evaluation Make sure people understand their roles and responsabilities

Continual improvement

An organizations permanent objective should be continual improvement of efficiency

Provide training for employees Recognize improvements Set goals and measure improvement Organization-wide approach Always improve products and processes

Factual approach to decision making

Analyze information in order to make good decisions

Collect accurate and relevant data Make it accessible Extract information Create a balance between experience and facts

Mutually beneficial supplier relationships

Create mutually beneficial relationships between an organization and its suppliers

Identify key suppliers Communicate and share information Joint development Balance short-term gains with long-term considerations