QUALITY MANAGEMENT PRINCIPLES

ANUP R
T4 MBA
CETSOM
QUALITY MANAGEMENT PRINCIPLES STANDARDIZED BY ISO

1. Customer focused organization

2. Leadership
3. Involvement of people
4. Process orientation
5. System approach to management
6. Continuous improvement
7. Factual approach to decision making
8. Mutually beneficial supplier relationships
1. Customer focused organization
Identification of customers
Understanding needs and expectations
Establishing measures of satisfaction customer needs and expectations
Efficient processing of customer complaints
Determining how far customer needs are being met at present

2. Leadership
Establish long term vision and strategy
Search for challenging opportunities to change, grow and innovate and improve
Experiment, take risk and learn from the mistakes
Promote cooperative goals and building trust
Recognize individual contributions
3. Involvement of people
Employees must be treated with dignity and respect
Employees must be encouraged to bring out weakness in the organization
They must be trained to build competence where required
Involve employees in quality plans
Assess employee satisfaction and take measures to improve their morale

4. Process orientation
Planning of processes to meet the customer requirements
Process capability study and qualification of process
Establishment of mechanism to keep the process under control
Ownership of process with full responsibility of quality
Analysis of process data for improvement
5.System approach to management
Clear objectives
Planning for quality
Control of functions affecting quality
Audit mechanism for self regulated organization
Coordinating of interrelated processes

6.Continous improvement
Measurement of quality
Benchmarking
Recognition of significant achievements
Analysis of quality data
Seeking opportunities for improvement
7. Factual approach to decision making
Quantitative production
Equipment failures
Process conditions
Delivery performance
Customer complaints

8. Mutually beneficial supplier relationships

Consideration of quality capability while selecting vendors
Specification of quality on purchase of documents
Clear understanding of supplier needs
Mutual trust and share responsibility and accountability
Clear and open communication