Transcript QUALITY MANAGEMENT PRINCIPLES

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 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 in
both the: - ISO 9000:2000:- (QMS Fundamentals and
vocabulary) and ISO 9004:2000:- (QMS:-Guidelines for
performance improvement) standards
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Introduction
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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 9001:2008 contains over 133 requirements and
ISO 9004:2000 over 268 recommendations:
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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.
3.
4.
5.
6.
7.
8.
The role of Leadership
Involvement of People
Process Approach
System Approach to Management
Continual Improvement
Factual Approach to Decision Making
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)
b)
c)
d)
e)
Researching ,establishing and understanding current
and future 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
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 organization’s
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)
b)
c)
d)
e)
f)
g)
Considering the needs of all interested parties including customers,
owners, employees, suppliers, financier, local communities and
society as 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 eliminate fear.
Providing people with the required resources training and freedom
to act with responsibility and accountability.
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 organization’s effectiveness and efficiency in
achieving it’s 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 organization’s
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
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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
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Ensuring that data/information is sufficiently accurate and
reliable.
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Making data accessible to those who need them.
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Analyzing data using appropriate tools.
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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 it’s 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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