quality management principles slides

7/31/2019 Quality Management Principles Slides

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QualityManagement

Principles


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2/21Quality Management Principles

Outline Introduction the to 8 QMPs

Implication of the principlesApplication of the principles


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QUALITY MANAGEMENT PRINCIPLESThe revised ISO 9000:2000 series of standards are based

on 8 Quality Management principles.

The Principles are derived from collective experiences of

the ISO/TC/176 members.

The eight quality management principles are defined inboth the: -ISO 9000:2000:- (QMS Fundamentals and

vocabulary) and ISO 9004:2000:- (QMS:-Guidelines for

performance improvement) standards


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Introduction

It is recommended that the principles be used bymanagement to guide organizations to improved

performance. The principles should be seen as a consistent set and

should not be applied individually.

The ISO 9001:2008 contains over133 requirements andISO 9004:2000 over268 recommendations:

The principles enable an organization to determine theright things to do and understand why they are doing them

When undertaking any organizational change theseprinciples should be used to validate the change.


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Introduction

The eight quality management principles are:-

1. Customer focus2. The role of Leadership

3. Involvement of People

4. Process Approach

5. System Approach to Management

6. Continual Improvement

7. Factual Approach to Decision Making

8. Mutual Beneficial Supplier relationship


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The Principles

1. Customer focus

Organizations depend on their customers andtherefore should understand current and futurecustomer needs, should meet customerrequirements and strive to exceed customerexpectationsImplicationCustomer focused means putting your energy intosatisfying customers and understanding thatprofitability comes from satisfying customers.


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Application of the principle-customer focus

a) Researching ,establishing and understanding current

and future customer needs and expectations

b) Ensuring that the objectives of the organization arelinked to customer needs and expectations.

c) Communicating customer needs and expectations

throughout the organization.

d) Measuring customer satisfaction and acting on theresults

e) Ensuring a balanced approach between satisfying

customers and other interested parties.


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2. LeadershipLeaders establish unity of purpose and direction ofthe organization.They should create and maintain theinternal environment in which people can becomefully involved in achieving the organizationsobjectives.

ImplicationLeadership is providing role model behaviours consistentwith the values of the organization.

Behaviour that will deliver the organizations objectives.

Internal environment includes the culture and climate,management style, shared, trust, motivation and support.


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Application of the principle- Leadership

a) Considering the needs of all interested parties including customers,owners, employees, suppliers, financier, local communities andsociety as whole.

b)

Establishing a clear vision of the organizations future.c) Setting challenging goals and targets.

d) Creating and sustaining shared values, fairness and ethical rolemodels at all levels of the organization.

e) Establishing trust and eliminate fear.

f)

Providing people with the required resources training and freedomto act with responsibility and accountability.

g) Inspiring, encouraging and recognizing people contributions.


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3. Involvement of People

People at all levels are the essenceof an

organization and their involvement enablestheir

abilities to be used for the organization,s benefit

implication

involving people means sharing knowledge, encouraging

and recognizing their contribution, utilizing their

experience and operating with integrity.


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4. Process ApproachA desired resultis achieved more efficiently whenactivities and their related resources are

managedas a process

Implication

Processes are dynamic-they cause things to

happen.processes within an organization should bestructured in order to achieve a certain objective in the

most efficient and effective manner.


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Application of the principle -

process Approacha) Systematically defining the activities necessary to

achieve/obtain desired results.

b)Establishing clear responsibility and accountability formanaging key activities.

c)Analyzing and measuring of the capabilities of keyactivities

d) Identifying the interfaces of key activities within andbetween the functions of the organization.

e)Evaluating risks,consequences and impacts of activitieson customers,suppliers and other interested parties.


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5. System Approach to Management

Identifying, understandingand managinginterrelated processes as a system contributestothe organizations effectivenessand efficiencyinachieving its objectives

ImplicationSystems are constructed by connecting interrelatedprocesses together to deliver the system objectives whichin the case of the QMS is the satisfaction of the interestedparties.


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Application of the principle

system Approacha)Structuring a system to achieve the organizations

objectives in the most effective and efficient way.

b)Understanding the interdependencies between the

processes of the system

c) Structured approach that harmonize and integrate

processes.

d) Providing a better understanding of the roles and

responsibilities necessary for achieving commonobjectives and thereby reducing cross functional barriers.

e)Targeting and defining how specific activities within a

system should operate.


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6. Continual ImprovementContinual improvementof the organizations

overall performance should be a permanent

objective of the organization

Implication

Continual improvement is the progressive improvement inorganizational efficiency and effectiveness.


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Application of the principle- continual

Improvement Employing a consistent organization-wide approach to

continuous improvement of the organizations tools ofcontinual improvement

Providing people with the training in the methods andtools of continual improvement

Making continual improvement of products,

processes,and the system an objective for everyindividual in the organization.

Establishing the goals to guide and lead.


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7.Factual Approach to Decision Making

Effective decisions are based on the analysis of

data and information

Implication:

Facts are obtained from observations performed by

qualified people using qualified means of measurements

i.e. the integrity of the the information is known.


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Application of the principle Factual

Approach Ensuring that data/information is sufficiently accurate and

reliable.

Making data accessible to those who need them.

Analyzing data using appropriate tools.

Making decision and taking actions based on factualanalysis,balanced with experience and intuition.


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8. Mutual Beneficial Supplier

relationshipsAn organization and its suppliers are

interdependentand a mutually beneficial

relationship enhancesthe ability forbothto createvalue

implication

beneficial relationships are those in which both parties areknowledge,vision,values,and understanding.suppliers are

not treated as adversaries.


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Application of the principle - mutually

beneficial relationshipsa) Establishing relationships that balance short-term gains

with long term considerations.

b) Pooling of expertise and resources with partners

c) Identifying and selecting key suppliers

d)Clear and open communication

e) Sharing information and future plans

f) Establishing joint development and improvementactivities.

g)Inspiring,encouraging and recognizing improvements and

achievement by suppliers.


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