Objective:

Each quality management principle has a specific intent, intended to benefit

an organisation in some aspect of their operations, to enable the organisation
to meet the needs and expectations of all interested parties.

1. Customer Focus
2. Leadership
3. Engagement of People
4 Process Approach
5. lmprovement
6. Evidence-based Decision Making
7. Relationship Management

Task:

Individually attempt to match each definition given below with a specific

quality management principle

Note there is only one correct definition for each princlple.

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

For sustained success, organisations manage their relationships with

interested parties, such as suppliers
7

It is essential for the organisation that all people are competent, 7

empowered and engaged in delivering value

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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
objectives of the organisation

Successful organisations have an ongoing focus on improvement ,

The primary focus of quality management is to meet customer

requirements and to strive to exceed customer expectations i

Consistent and predictable results are achieved more effectively and ul

efficiently when activities are understood and managed as interrelated
processes that function as a coherent system

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 INTERESTED PARTIES
ISO 9000 Standard provides a definition of interested parties as "person or
organisation that can affect, be affected by, or perceive themselves to be
affected by a decision or activity".

Every organisation hasa number of interested parties (stakeholders) who

have needs and expectations in relation to the quality of the products and/or
services provided by the organisation.

ISO 9001 Standard Section 4.2 (Understanding the Needs and Expectations
of lnterested Parties) specifies that an organisation needs to:
1. Determine the interested parlies that are relevant to the quality
management system; and
2 Determine the requirements of those interested parties.

It is important that organisations understand, analyse and act on the needs of

the relevant interested parties, to ensure their needs and expectations have
been satisfied

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 Objective:

Organisations must ensure the quality management system meets the needs
of their interested parties. ln order to achieve this, an organisation must first
identify who is considered an interested party.

Task:

ln your teams, consider a large organisation, and identify as many categories

of interested parties (i.e. customers) as possible within the timeframe
allocated by your trainer.

Be prepared to share your work with the other groups.

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NOTES

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 NOTES

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