TABLE 2.
2 Quality Management Principles
Principle 1: Customer Focus
Organizations depend on their customers and therefore should understand current and future customer needs, should meet
customer requirements, and strive to exceed expectations.
Principle 2: Leadership
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 organizations objective.
Principle 3: 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 benefit.
Principle 4: Process Approach
A desired result is achieved efficiently when activities and related resources are managed as a process.
Principle 5: System Approach to Management
Identifying, understanding, and managing interrelated processes as a system contributes to the organization’s effectiveness, and
efficiency in achieving its objectives.
Principle 6: Continual Improvement
Continual improvement of the origination’s overall performance should be a permanent objective of the organization.
Principle 7: Factual approach
Effective decisions are based on the analysis of data and information
Principle 8: Mutually Beneficial Supplier Relationships
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of
both to create value.
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Table 2.3 Practices for Implementing Quality Management Principles
Principle 1: Customer Focus
Researching and understanding customer needs and expectations.
Ensuring that the objectives of the organization are linked to customer needs and expectations.
Communicating customer needs and expectations throughout the organization
Measuring customer satisfaction and acting on the results
Systematically managing customer relationships
Principle 2: Leadership
Considering the needs of all interested parties including customer, owners, employees, suppliers, financiers,
local communities and society as a whole.
Establishing a clear vision of the organization’s future
Setting challenging goals and targets
Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.
Establishing trust and eliminating fear.
Providing people with the required resources, training and freedom to act with responsibility and
accountability.
Inspiring, encouraging, and recognizing people’s contribute
Principle 3: Involvement of People
People understanding the importance of their contribution and role in the organization
People identifying constraints to their performance
People accepting ownership of problems and their responsibility for solving them
People evaluating their performance against their personal goals and objectives
People actively seeking opportunities to enhance their competence, knowledge, and experience
People freely sharing knowledge and experience
People openly discussing problems and issues
Principle 4: Process Approach
Systematically defining the activities necessary to obtain a desired result
Establishing clear responsibility and accountability for managing key activities
Analyzing and measuring of the capability of key activities
Identifying the interfaces of key activities within and between the function of the organization
Focusing on the factors such as resources, methods, and materials that will improve key activities of the
organization.
Evaluating risks, consequences, and impacts of activities on customers, suppliers, and other interested
parties.
Principle 5: System Approach to Management
Structuring a system to achieve the organization’s objectives in the most effective and efficient way
6:
Principle Understanding the interdependence between the processes of the system
Continual Improvement
Employing
Structured aapproaches
consistentthat harmonize and integrate
organization-wide processes
approach to continual improvement of the organization’s
performance
Providing a better understanding of the roles and responsibilities necessary for achieving common objectives
Providing people
and thereby with training
reducing in the methods
cross-functional and tools of continual improvement
barriers.
Understanding organizational capabilities and establishing resource constraints prior to action.
Targeting and defining how specific activities within a system should operate
Continually improving the system through measurement and evaluation
Making continual improvement of products, processes, and systems an objective for every individual in the
organization
Establishing goals to guide, and measures to track, continual improvement
Recognizing and acknowledging improvements
Principle 7: Factual Approach to Decision Making
Ensuring that data and information are sufficiently accurate and reliable
Making data accessible to those who need it
Analyzing data and information using valid methods
Making decisions and taking action based on factual analysis, balanced with experience and intuition.
Principle 8: Mutually Beneficial Supplier Relationships
Establishing relationships that balance short-term gains with long-term considerations
Pooling of expertise and resources with partners.
Identifying and selecting key suppliers
Clear and open communication
Sharing information and future plans.
Establishing joint-development and improvement activities.
Inspiring, encouraging, and recognizing improvements and achievements by suppliers.