This introduces the eight quality management principles on which the quality management system standards of the ISO 9000 series are based.
These principles can be used by senior management as a framework to
guide their organizations towards improved performance.
The principles are derived from the collective experience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards.
The eight quality management principles are defined in ISO 9000:2005, Quality management systems – Fundamentals and vocabulary, and in ISO 9004:2009, Managing for the sustained success of an organization – A quality
Principle 1 – Customer focus
Principle 2 – Leadership
Principle 3 – Involvement of people
Principle 4 – Process approach
Principle 5 – System approach to management
Principle 6 – Continual improvement
Principle 7 – Factual approach to decision making
Principle 8 – Mutually beneficial supplier relationships
Principle 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.
Principle 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.
Principle 3 – Involvement of people: People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit.
Principle 4 – Process approach:
A desired result is achieved more efficiently when activities and related resources are managed as a process.
Principle 5 – System approach to management:
Identifying, understanding and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives.
Principle 6 – Continual improvement:
Continual improvement of the organization’s overall performance should be a permanent objective of the organization.
Principle 7 – Factual approach to decision making:
Effective decisions are based on the analysis of data and information.
Principle 8 – Mutually beneficial supplier relationships:
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
Principles are established by International Standard Organisation