July 9, 2017

Quality Management Principles and Actions

ISO Quality Management Principles

 “ Quality management principles (QMP) ” are a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management.

The seven quality management principles are :

QMP1 – Customer focus
QMP2– Leadership
QMP3 – Engagement of people
QMP4 – Process approach
QMP5– Improvement
QMP6 – Evidence-based decision making
QMP7 – Relationship management

QMP1 – Customer focus

The primary focus of quality management is to meet customer requirements and to strive
to exceed customer expectations.

Actions to be taken
•  Recognize customers: Recognize direct and indirect customers as those who receive value from the organization.
•  Research the needs and expecations of the customers (current and potential): Understand customers’ current and future needs and expectations.
•  Organizations objectives have to reflect customer needs: Link the organization’s objectives to customer needs and expectations.
•  Wide dissemination of customer requirements in the organization: Communicate customer needs and expectations throughout the organization.
•  Utilize customer needs understanding in developing products and services: Plan, design, develop, produce, deliver and support goods and services to meet customer needs and expectations.
•  Measure post purchase and use customer satisfaction: Measure and monitor customer satisfaction
and take appropriate actions.
•  Utilize customer feedback: Determine and take actions on interested parties’ needs and expectations that can affect customer satisfaction.
•  Maintain relations with customers: Actively manage relationships with customers
to achieve sustained success.

Customer focus is a part of market orientation.

QMP2– Leadership

Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives.

Managers at all levels have to create conditions in the work areas and the organization under them the conditions conducive to practice of quality principles.

Actions to be taken

• Communicate the organization’s mission, vision, strategy, policies and processes throughout
the organization. In the context of quality, quality policy and processes are to be communicated.
• Create and sustain shared values, fairness and ethical models for behaviour at all levels
of the organization. Quality must be a value in the organization.
• Establish a culture of trust and integrity. When any person in the organization provides an output to a customer, the quality is checked and confirmed by that person or he checks whether some other designated person has checked the item from quality angle. Self inspection by an operator is also valid quality check.
• Encourage an organization-wide commitment to quality.
• Ensure that leaders at all levels are positive examples to people in the organization. Every person in the organization follows the quality policy and processes.
• Provide people with the required resources, training and authority to act with accountability. The people are to be educated and trained in the quality processes and necessary tools are to be provided to them. Adequate authority is to be given to them to correct any item if a defect is found at any time.
• Inspire, encourage and recognize people’s contribution. People are economic people as well as social people. Positive social messages through verbal and body language, small rewards and awards will keep up the spirit of the people to engage in the activities of the organization energetically and happily.

Source: ISO Quality Management Principles


ISO 9001 is an internationally recognized Quality Management System standard published by ISO (International Organization for Standardization). A Quality Management System, as described in the current ISO 9001 Standard, helps an organization to implement streamlined processes and improve operational efficiency  based on the Quality Management principles.


Deming’s 14 Principles or Commandments for Total Quality Management

Create constancy of purpose for improving products and services.
Adopt the new philosophy.
Cease dependence on inspection to achieve quality.
End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier.
Improve constantly and forever every process for planning, production and service.
Institute training on the job.
Adopt and institute leadership.
Drive out fear.
Break down barriers between staff areas.
Eliminate slogans, exhortations and targets for the workforce.
Eliminate numerical quotas for the workforce and numerical goals for management.
Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system.
Institute a vigorous program of education and self-improvement for everyone.
Put everybody in the company to work accomplishing the transformation.

The list of 14 commandments is basis for  total quality management philosophy and thus is the foundation for TQM and its successor, quality management systems.

Juran’s 10 steps for Quality management and Quality improvement 

Build awareness of opportunity to improve.
Set-goals for improvement.
Organize to reach goals.
Provide training
Carryout projects to solve problems.
Report progress.
Give recognition.
Communicate results.
Keep score.
Maintain momentum by making annual improvement part of the regular systems and processes of the company.

Phil Crosby's Prnciples

The definition of quality is conformance to requirements (requirements meaning both the product and the customer's requirements)
The system of quality is prevention
The performance standard is zero defects (relative to requirements)
The measurement of quality is the price of nonconformance
The principle of "doing it right the first time" (DIRFT).

Total Quality Management: Focus on Six Sigma - Review Notes

Top Management Challenges

This article is part of #AtoZChallenge 2017 for Blogging Posts. My Theme for the Challenge is Top Management Challenges - Full List of Articles  http://nraomtr.blogspot.com/2016/12/a-to-z-2017-blogging-challenge-top.html

Updated 11 July 2017, 20 April 2017

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