Chapter 3 The Quality Management Principles & the Revision Process

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

The Quality Management 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 needs of all other stakeholders.
- ISO/TC176/SC2/WG15/N130

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Quality Management Principles

1- Customer Focus 2- Leadership 3- Involvement of People 4- Process Approach 5- System Approach 6- Continual Improvement 7- Factual Approach to Decision Making 8- Mutually Beneficial Supplier Relationship
Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Customer focus Organizations depend on customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations. Principle 1

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Customer focus
Determine/Understand customer needs & expectations

Requirements Measure Act

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Customer satisfaction

ISO9001:2000 Internal Auditor Update Trainng Course

Leadership Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people become fully involved in achieving the organizations objectives.

Principle 2
Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Leadership Application
Quality Management: Establish vision, direction and shared values. Set challenging targets and goals and implement strategies to achieve them. Coach, facilitate, and empower people.

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Involvement of people People at all levels are the essence of an organization and their full involvement enables using their abilities to be used for the benefit of the organization. Principle 3

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Involvement of people Application

Quality Management: Create personal ownership of an organizations targets & goals, by using its peoples knowledge & experience, & through training achieve involvement in operational decisions and process improvement.

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

Process approach A desired result is achieved more efficiently when related resources and activities are managed as a process. Principle 4

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Process approach Application

Quality Management: Explicitly identify internal/external customers and suppliers of processes. Focus on the use of resources in process activities, leading to effective use of people, equipment, methods & materials.

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

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System approach to management

Identifying, understanding and managing a system of interrelated processes for a given objective improves the organizations effectiveness and efficiency. Principle 5

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ISO9001:2000 Internal Auditor Update Trainng Course

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System approach to management Application

Quality Management: Identify a set of processes in a system. Understand their interdependencies. Align the processes with the organizations goals & targets. Measure results against key objectives.

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

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Continual improvement Continual improvement should be a permanent objective of the organization Principle 6

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Continual improvement Application

Quality Management: Set realistic & challenging improvement goals, provide resources & give people the tools, opportunities & encouragement to contribute to the continual improvement of the processes.

Issue: 31.01.2001

ISO9001:2000 Internal Auditor Update Trainng Course

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Factual approach to decision making Effective decisions are based on the analysis of data and information. Principle 7

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Factual approach to decision making Application

Quality Management:
Decisions & actions are based on the analyses of data & information to maximize productivity & to minimize waste & rework. Effort is placed on minimizing cost, improving performance & market share through the use of suitable management tools & technology.

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Mutually beneficial supplier relationship

Mutually beneficial relationships between an organization and its suppliers enhance the ability of both organizations to create value. Principle 8

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Mutually beneficial supplier relationship Application

Quality Management:
Establish strategic alliances or partnerships, ensuring early involvement & participation, defining requirements for joint development & improvement of products, processes & systems. Develop mutual trust, respect & commitment to customer satisfaction & continual improvement.

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Revision Process Stages of standard development process: Stage 1 - Proposal Stage 2 - Preparatory (WD - CD) Stage 3 - Committee (CD - DIS) Stage 4 - Enquiry (DIS - FDIS) Stage 5 - Approval Stage 6 - Publication
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ISO9001:2000 Internal Auditor Update Trainng Course

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