1 – Customer Focus

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

Sustained success is achieved when an organization attracts and retains the confidence of customers and other

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interested parties on whom it depends. Every aspect of customer interaction provides an opportunity to create more
value for the customer. Understanding current and future needs of customers and other interested parties contributes

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to sustained success of an organization

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Explanation:
This is the first of the Seven principles of Quality management and there is no change in the heading of this

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principle. The Eight principle definition stated “Organizations depend on their customers and therefore should
understand current and future customer needs, should meet customer requirements and strive to exceed customer

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expectations.” The Seven principle definition states “The primary focus of quality management is to meet customer

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requirements and to strive to exceed customer expectations.“. Customer focused means putting your energy into
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satisfying customers and understanding that profitability comes from satisfying customers. There should be
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researching ,establishing and understanding current and future customer needs and expectations. The organization
should ensure that the objectives of the organization are linked to customer needs and expectations. The top
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Management should communicate customer needs and expectations throughout the organization. There should be
measuring customer satisfaction and acting on the results. the organization should ensure a balanced approach
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between
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2 – Leadership

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

Rationale

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Creation of unity of purpose, direction and engagement enable an organization to align its strategies, policies, processes and
resources to achieve its objectives.

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Explanation:

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This is the second of the Seven principles of Quality management and there is no change in the heading of this principle. The Eight principle

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definition stated “Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal
environment in which people can become fully involved in achieving the organization’s objectives.” The Seven principle definition states

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“Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the quality

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objectives of the organization. "Leadership is providing role model behaviors consistent with the values of the organization. Behavior that
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will deliver the organizations objectives. Internal environment includes the culture and climate, management style, shared, trust, motivation
and support. The leadership should Consider the needs of all interested parties including customers, owners, employees, suppliers, financier,
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local communities and society as whole. The leadership should establish a clear vision of the organization’s future. The leadership should set a
challenging goals and targets. The leadership should create and sustain a shared values, fairness and ethical role models at all levels of the
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organization. The leadership should Establish trust and eliminate fear. The leadership should provide people with the required resources
training and freedom to act with responsibility and accountability. The leadership should Inspire, encourage and recognize people
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contributions.
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3 – Engagement of People

It is essential for the organization that all people are competent, empowered and engaged in delivering value. Competent,
empowered and engaged people throughout the organization enhance its capability to create value.

Rationale

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To manage an organization effectively and efficiently, it is important to involve all people at all levels and to respect them as

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individuals. Recognition, empowerment and enhancement of skills and knowledge facilitate the engagement of people in
achieving the objectives of the organization.

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Explanation:

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This is the third of the Seven principles of Quality management and the term “Involvement of People” has been change to “Engagement of

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People“. The Eight principle definition stated “People at all levels are the essence of an organization and their full involvement enables their

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abilities to be used for the organization’s benefit.” The Seven principle definition states “It is essential for the organization that all people are
competent, empowered and engaged in delivering value. Competent, empowered and engaged people throughout the organization enhance its

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capability to create value.” Engaging people means employees are committed to their organisation’s goals and values, motivated to contribute
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to organisational success, and are able at the same time to enhance their own sense of well-being. An engaged employee experiences a blend
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of job satisfaction, organisational commitment, job involvement and feelings of empowerment. When we talk of engagement of people it
means that all the employees are competent, empowered and they are delivering value. An engaged employee will have a better perception of
job importance. An engaged employee will have better clarity of job expectation. There will be more improvement opportunities. There will be
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regular feedback and dialog with supervisors. The Quality of working relationships of an engaged employee with peers, superiors, and
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subordinates is much improved. There is effective employee communication.

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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.

Rationale

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The quality management system is composed of interrelated processes. Understanding how results are produced by this

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system, including all its processes, resources, controls and interactions, allows the organization to optimize its performance.

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Explanation:

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This is the fourth of the Seven principles of Quality management and there is no change in the heading of this principle. The Eight principle definition stated
“A desired result is achieved more efficiently when activities and related resources are managed as a process.” The Seven principle definition states

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“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.” Processes are dynamic-they cause things to happen. Processes within an organization should be structured in order to achieve a

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certain objective in the most efficient and effective manner. It helps us in systematically defining the activities necessary to achieve/obtain desired results. It
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helps us in establishing clear responsibility and accountability for managing key activities. It helps us in analyzing and measuring of the capabilities of key
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activities. It helps us in identifying the interfaces of key activities within and between the functions of the organization. It helps us in evaluating risks,
consequences and impacts of activities on customers, suppliers and other interested parties. Quality Management System are constructed by connecting
interrelated processes together to deliver the system objectives which is the satisfaction of the interested parties. This helps us in structuring a system to
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achieve the organizations objectives in the most effective and efficient way and understanding the interdependencies between the processes of the system. It
also helps us in providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross
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functional barriers and targeting and defining how specific activities within a system should operate.
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 5 – Improvement

Successful organizations have an ongoing focus on improvement.

Rationale

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Improvement is essential for an organization to maintain current levels of performance, to react to changes in its

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internal and external conditions and to create new opportunities.

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Explanation:

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This is the fifth of the Seven principles of Quality management and can be mapped to the sixth of the Eight Quality
principle which is “Continual Improvement”. The term “Continual Improvement” has been change to

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“Improvement“. The fifth principle of the Eight Quality principle “System approach to management” no longer

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exist in the Seven principle of quality management. The Eight principle definition stated “Continual improvement of

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the organization’s overall performance should be a permanent objective of the organization.” The Seven principle
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definition states “Successful organizations have an ongoing focus on improvement.” Improvement is the
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improvement in organizational efficiency and effectiveness. The organization should Employ a consistent
organization-wide approach to improvement of the organizations’ tools of improvement. The organization should
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Provide people with the training in the methods and tools of improvement. The organization should Make
improvement of products, processes, and the system an objective for every individual in the organization. The
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organization should Establish the goals to guide and lead.

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6 – Evidence-based Decision Making.

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

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Rationale

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Decision-making can be a complex process, and it always involves some uncertainty. It often involves multiple types and

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sources of inputs, as well as their interpretation, which can be subjective. It is important to understand cause and effect

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relationships and potential unintended consequences. Facts, evidence and data analysis lead to greater objectivity and

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confidence in decisions made.

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Explanation:

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This is the sixth of the Seven principles of Quality management and can be mapped to the seventh of the Eight Quality principle which

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is “Factual approach to decision making “. The term “Factual approach to decision making “ has been change to “Evidence-based
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Decision Making“. The fifth principle of the Eight Quality principle “System approach to management” no longer exist in the Seven
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principle of quality management. The Eight principle definition stated “Effective decisions are based on the analysis of data
and information.” The Seven principle definition states “Decisions based on the analysis and evaluation of data and information are more
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likely to produce desired results.” Evidence is information that shows or proves that something exists or is true. Evidence can be
collected by performing observations, measurements, tests, or by using any other suitable method. Any decision making should away be
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based on evidences. The organization should ensuring that data/information is sufficiently accurate and reliable. The organization should
make datawas accessible
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7 – Relationship Management

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

Rationale

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Interested parties influence the performance of an organization. Sustained success is more likely to be achieved when an

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organization manages relationships with its interested parties to optimize their impact on its performance. Relationship

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management with its supplier and partner network is often of particular importance

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Explanation:

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This is the seventh of the Seven principles of Quality management and can be mapped to the eighth of the Eight Quality principle which is “Mutually beneficial

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supplier relationships “. The term "Mutually beneficial supplier relationships “ has been change to “Relationship Management“. The fifth principle of the Eight

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Quality principle “System approach to management” no longer exist in the Seven principle of quality management. The Eight principle definition stated “An
organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value“ The Seven principle definition

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states “For sustained success, organizations manage their relationships with interested parties, such as suppliers. "An interested party is a person or group that has a

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stake in the success or performance of an organization. Interested parties may be directly affected by the organization or actively concerned about its performance.
Interested parties can come from inside or outside of the organization. Examples of interested parties include customers, suppliers, owners, partners, employees,
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unions, bankers, or members of the general public. Interested parties are also referred to as stakeholders. Relation management with interested parties meaning
sharing knowledge, vision, values, understanding and suppliers are not treated as adversaries. The organization establishes a relationships that balance short-term
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gains with long term considerations. There is pooling of expertise and resources with partners. The Organization identifying and selecting key suppliers. There is
clear and open communication with the stake holders. There is sharing of information and future plans. The organization establishes a joint development and
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improvement activities. The organization inspiring, encourages and recognize improvements and achievement by suppliers.
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