Você está na página 1de 22

Quality Management Principles


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

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
Quality Management Principles



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:

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.

Quality Management Principles

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

Quality Management Principles


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.
Quality Management Principles


Application of the principle-customer focus





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.

Quality Management Principles

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.
Quality Management Principles


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. Establishing a clear vision of the organizations 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.

b) c) d) e) f) g)

Quality Management Principles


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.

Quality Management Principles


Application of the principle Involvement of people

a) b) People identifying constraints to their performance. People evaluating their performance against 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.


d) e)

Quality Management Principles

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.
Quality Management Principles


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.
Quality Management Principles


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.
Quality Management Principles


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.
Quality Management Principles


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.

Quality Management Principles


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.

Quality Management Principles

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.

Quality Management Principles


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.

Quality Management Principles

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.
Quality Management Principles


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.
Quality Management Principles