Seven Principle of Quality Management System (ISO 9001:2015)

1 – Customer Focus

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

Rationale

Sustained success is achieved when an organisation attracts and retains the confidence of customers and other interested parties on whom it depends. Every aspect of customer interaction provides an opportunity to create more value for the customer. Understanding current and future needs of customers and other interested parties contributes to sustained success of an organisation

Key Benefits (As per ISO 9000:2015)

§  There is an increase  in customer value;

§  There is an increase in customer satisfaction;

§  There is an improvement in customer loyalty;

§  It enhances in  repeat business;

§  It enhances in  reputation of the organisation;

§  There is an expansion  of customer base;

§  There is increase in revenue and market share.

2 – Leadership

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

Rationale

Creation of unity of purpose, direction and engagement enable an organization to align its strategies, policies, processes and resources to achieve its objectives.

Key Benefits (As per ISO 9000:2015)

§  It increases the effectiveness and efficiency in meeting the organization’s quality objectives;

§  There is a better coordination of the organization’s processes;

§  There is improvement in communication between levels and functions of the organization;

§  It develops and improves the capability of the organization and its people to deliver desired results.

3 – Engagement of People

It is essential for the organization that all people are competent, empowered and engaged in delivering value. Competent, empowered and engaged people throughout the organization enhance its capability to create value.

Rationale

To manage an organization effectively and efficiently, it is important to involve all people at all levels and to respect them as individuals. Recognition, empowerment and enhancement of skills and knowledge facilitate the engagement of people in achieving the objectives of the organization.

Key Benefits (As per ISO 9000:2015)

§  It improves understanding of the organization’s quality objectives by people in the organization and increased motivation to achieve them;

§  It enhances involvement of people in improvement activities;

§  It enhances personal development, initiatives and creativity;

§  It enhances people satisfaction;

§  It enhances trust and collaboration throughout the organization;

§  It increases attention to shared values and culture throughout the organization.

4 – Process Approach
Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system.

Rationale

The quality management system is composed of interrelated processes. Understanding how results are produced by this system, including all its processes, resources, controls and interactions, allows the organization to optimize its performance.

Key Benefits (As per ISO 9000:2015)

§  It enhances ability to focus effort on key processes and opportunities for improvement;

§  There is a consistent and predictable outcomes through a system of aligned processes;

§  It can optimize performance through effective process management, efficient use of resources and reduced cross-functional barriers;

It enables the organization to provide confidence to interested parties related to its consistency, effectiveness and efficiency.

5 – Improvement

Successful organizations have an ongoing focus on improvement.

Rationale

Improvement is essential for an organization to maintain current levels of performance, to react to changes in its internal and external conditions and to create new opportunities.

Key Benefits (As per ISO 9000:2015)

§  There is improved process performance, organizational capability and customer satisfaction;

§  There is enhanced focus on root cause investigation and determination, followed by prevention and corrective actions;

§  There is enhanced ability to anticipate and react to internal and external risks and opportunities;

§  There is enhanced consideration of both incremental and breakthrough improvement;

§  There is improved use of learning for improvement; There is enhanced drive for innovation.

6 – Evidence-based Decision Making.

Decisions based on the analysis and evaluation of data and information are more likely to produce desired results.

Rationale

Decision-making can be a complex process, and it always involves some uncertainty. It often involves multiple types and sources of inputs, as well as their interpretation, which can be subjective. It is important to understand cause and effect relationships and potential unintended consequences. Facts, evidence and data analysis lead to greater objectivity and confidence in decisions made.

Key Benefits (As per ISO 9000:2015)

1.   There is an improvement in decision making processes;

2.   There is an improvement in  assessment of process performance and ability to achieve objectives; 

3.   There is an improvement in operational effectiveness and efficiency;

4.   There is an increased ability to review, challenge and change opinions and decisions;

There is an increased ability to demonstrate the effectiveness of past decisions.

7 – Relationship Management

For sustained success, organizations manage their relationships with interested parties, such as suppliers.

Rationale

Interested parties influence the performance of an organization. Sustained success is more likely to be achieved when an organization manages relationships with its interested parties to optimize their impact on its performance. Relationship management with its supplier and partner network is often of particular importance

Key Benefits (As per ISO 9000:2015)

§  There is an enhanced performance of the organization and its relevant interested parties through responding to the opportunities and constraints related to each interested party;

§  There is a common understanding of objectives and values among interested parties;

§  There is an increased capability to create value for interested parties by sharing resources and competence and managing quality related risks;

§  There is a a well-managed supply chain that provides a stable flow of products and services.