QUALITY MANAGEMENT SYSTEM 1

Definitions:
1) A system is an ordered set of ideas, principles, and theories or chain of operations that
produce specific results and to be a chain of operations, the operations needed work
together in a regular relationship.
2) Shannon defined a system as a group or set of objects united by some form or regular
interaction or independently to perform a specific function.
3) Deming defines a system as a series of Functions or Activities within an organization that
work together for the aim of the organization.
4) ISO 9000 defines a Quality Management System as a set of inter-related or inter-acting
processes that achieves the Quality Policy and the Quality Objectives.
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Observations from the work place have been taken into:

 Consideration by Academia;
 For analysis To emerge as
 For synthesis, and Universal
 For refinement Principles for
Quality
Management
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PRINCIPLES
 A Quality Management Principle is a Comprehensive and Fundamental Rule or
Belief, for Leading and Operating an Organization, aimed at Continually
Improving Performance over the Long Term by Focusing on Customers while
addressing the need of all other stakeholders.
EIGHT QUALITY MANAGEMENT PRINCIPLES 4

Customer
Focus

Continual
Leadership
Improvement

QMS
Mutually
beneficial Process
supplier Approach
relationship

Involvement of System
People Approach

Factual
Approach
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PRINCIPLES
Principle 1: Customer focused organization:
 Organizations depend on their customer and therefore should understand current and future
customer needs, should meet customer requirements and should strive to exceed customer
expectations.

Principle 2: Leadership:
 Leaders establish unity of purpose, direction, and the internal environment of the organization.
They create the environment in which people can become fully involved in achieving the
organizations objectives.
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PRINCIPLES
Principle 3: Process Approach:
 A desired result is achieved more efficiently when related resources and activities are managed as
a process.

Principle 4: System Approach to Management:

 Identifying, understanding and managing a system of interrelated processes for a given objective
contributes to the effectiveness and efficiency of the organization.
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PRINCIPLES
Principle 5: Factual Approach to Decision Making:
 Effective decisions are based on the logical or intuitive analysis of data and information.

Principle 6: Involvement of People:

 People at all levels are the essence of an organization and their full involvement enables their abilities
to be used for the organization’s maximum benefit.
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PRINCIPLES
Principle 7: Mutually Beneficial Supplier Relationships:
 The ability of an organization and its suppliers to create value is enhanced by mutually beneficial
relationships.
Principle 8: Continual Improvement:
 A permanent objective of the organization is continual improvement;
 Continual improvement or processes of QMS;
 Continual quality improvement;
 Essential for organization’s and competitiveness and sustainability.