Quality Management Principles

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Quality Management Principles
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Outline

• Introduction the to 8 QMPs
• Implication of the principles
• Application of the principles

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QUALITY MANAGEMENT PRINCIPLES

• The revised ISO 90002000 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 in both the - ISO 90002000- (QMS
  Fundamentals and vocabulary) and ISO 90042000-
  (QMS-Guidelines for performance improvement)
  standards

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Introduction

• It is recommended that the principles be used by
  management to guide organizations to improved
  performance.
• The principles should be seen as a consistent set
  and should not be applied individually.
• The ISO 90012008 contains over 133 requirements
  and ISO 90042000 over 268 recommendations  
• The principles enable an organization to
  determine the right things to do and understand
  why they are doing them
• When undertaking any organizational change these
  principles should be used to validate the change.

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Introduction

• The eight quality management principles are-
• 1. Customer focus
• 2. 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 and
  therefore should understand current and future
  customer needs, should meet customer requirements
  and strive to exceed customer expectations
• Implication
• Customer focused means putting your energy into
  satisfying customers and understanding that
  profitability 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 are linked to customer needs and
  expectations.
• c)      Communicating customer needs and
  expectations throughout the organization.
• d)     Measuring customer satisfaction and acting
  on the results
• e)        Ensuring a balanced approach between
  satisfying customers and other interested
  parties.

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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 objectives.
• Implication
• Leadership is providing role model behaviours
  consistent with 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 and
  society 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 role models at all levels of
  the organization.
• e)     Establishing trust and eliminate fear.
• f)        Providing people with the required
  resources training and freedom to 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 essence of an
  organization and their involvement enables their
  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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Application of the principle Involvement of
people

• a)     People identifying constraints to their
  performance.
• b)     People evaluating their performance
  against personal goals and objectives.
• c)      People actively seeking opportunities to
  enhance their competence,knowledge and
  experience.
• d)     People freely sharing knowledge and
  experience
• e)     People openly discussing problems and
  issues.

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4. Process Approach

• A desired result is achieved more efficiently
  when activities and their related resources are
  managed as a process
• Implication
• Processes are dynamic-they cause things to
  happen.processes within an organization should be
  structured in order to achieve a certain
  objective in the most efficient and effective
  manner.

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Application of the principle - process Approach

• a)  Systematically defining the activities
  necessary to achieve/obtain desired results.
• b) Establishing clear responsibility and
  accountability for managing key activities.
• c) Analyzing and measuring of the capabilities of
  key activities
• d)     Identifying the interfaces of key
  activities within and between the functions of
  the organization.
• e) Evaluating risks,consequences and impacts of
  activities on customers,suppliers and other
  interested parties.

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5. System Approach to Management

• Identifying, understanding and managing
  interrelated processes as a system contributes to
  the organizations effectiveness and efficiency
  in achieving its objectives
• Implication
• Systems are constructed by connecting
  interrelated processes together to deliver the
  system objectives which in the case of the QMS is
  the satisfaction of the interested parties.

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Application of the principle system Approach

• a) 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
  common objectives and thereby reducing cross
  functional barriers.
• e) Targeting and defining how specific activities
  within a system should operate.

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6. Continual Improvement

• Continual improvement of the organizations
  overall performance should be a permanent
  objective of the organization
• Implication
• Continual improvement is the progressive
  improvement in organizational 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 of continual improvement
• Providing people with the training in the methods
  and tools of continual improvement
• Making continual improvement of products,
  processes,and the system an objective for every
  individual 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
  factual analysis,balanced with experience and
  intuition.

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8. Mutual Beneficial Supplier relationships

• An organization and its suppliers are
  interdependent and a mutually beneficial
  relationship enhances the ability for both to
  create value
• implication
• beneficial relationships are those in which both
  parties are knowledge,vision,values,and
  understanding.suppliers are not treated as
  adversaries.

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Application of the principle - mutually
beneficial relationships

• a)  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
  improvement activities.
• g) Inspiring,encouraging and recognizing
  improvements and achievement by suppliers.

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