Seven Quality Management principles

Quality.Com Solutions
14 Nov 201809:51

Summary

TLDRThis presentation explores the seven quality management principles essential for organizational success. It emphasizes customer focus, leadership, engaging people, the process approach, improvement, evidence-based decision-making, and relationship management. By applying these principles, organizations can enhance performance, meet customer expectations, and foster a culture of continuous improvement, ultimately leading to mutual success for all stakeholders.

Takeaways

  • 📈 The seven quality management principles are fundamental to guiding organizational performance improvement by understanding and meeting customer requirements.
  • 🎯 Principle one emphasizes customer focus, aiming to meet and exceed customer expectations, which is crucial for an organization's sustained success.
  • 🌟 Leadership, as principle two, involves creating a unified purpose and engaging employees in achieving quality objectives, which leads to increased efficiency and improved communication.
  • 👥 Principle three highlights the importance of engaging people, recognizing that competent, empowered employees are essential for enhancing an organization's capability to deliver value.
  • 🔄 The process approach in principle four uses the Plan-Do-Check-Act (PDCA) cycle to optimize system performance by understanding and managing interrelated processes.
  • 💡 Principle five focuses on continuous improvement, encouraging organizations to systematically monitor and review processes to enhance effectiveness and efficiency.
  • 📊 Evidence-based decision-making, as principle six, stresses the importance of making decisions based on data analysis and evaluation, leading to more objective and effective choices.
  • 🤝 Principle seven underscores the significance of managing relationships with all relevant stakeholders, including suppliers and partners, to ensure mutual success and a well-managed supply chain.
  • 🔍 Understanding customer needs and future requirements is vital for aligning organizational objectives and ensuring customer satisfaction.
  • 🛠️ Implementing a system to deliver and support goods and services that meet customer needs is essential for maintaining customer confidence and satisfaction.
  • 🌐 The script suggests that these principles can be applied across various types of organizations, from corporations to government bodies, and even self-employed individuals, to enhance their success and value addition.

Q & A

  • What are the seven quality management principles mentioned in the presentation?

    -The seven quality management principles are: 1) Customer focus, 2) Leadership, 3) Engagement of people, 4) Process approach, 5) Improvement, 6) Evidence-based decision-making, and 7) Relationship management.

  • Why is customer focus the primary focus of quality management?

    -Customer focus is the primary focus of quality management because it ensures that an organization meets customer requirements and strives to exceed their expectations, which is essential for sustained success and attracting and retaining customer confidence.

  • What benefits can an organization expect from having good leadership?

    -Good leadership can lead to increased efficiency, improved communication, capability development of employees, and achievement of organizational objectives.

  • How does the engagement of people contribute to an organization's success?

    -Engagement of people ensures that all employees are involved and promoted to collaborate, facilitating open discussion and knowledge sharing, which results in achievement of objectives, enhanced creativity, and improved employee satisfaction.

  • What is the significance of the process approach in ISO 9001?

    -The process approach in ISO 9001 is significant as it helps an organization to plan its processes and their interactions, understand how results are produced, and optimize the system and its performance by identifying risks and opportunities.

  • Why is continuous improvement important for an organization?

    -Continuous improvement is important as it helps organizations to improve processes, eliminate causes of variation, and enhance innovation, ensuring ongoing focus for improvement at all levels.

  • What role does evidence-based decision-making play in an organization?

    -Evidence-based decision-making ensures that decisions are based on the analysis and evaluation of data and information, leading to greater objectivity, improved decision-making, and improved processes and effectiveness.

  • Why is relationship management with suppliers and partners important?

    -Relationship management is important to ensure mutual success for all relevant parties, share goals and values, create wealth, improve capabilities, and manage a well-maintained supply chain.

  • What is the PDCA cycle and how does it relate to quality management?

    -The PDCA cycle stands for Plan-Do-Check-Act and is an effective model for systematically managing, controlling, and continually improving all processes, focusing on satisfying customer needs.

  • How can an organization ensure that customer requirements are included in its objectives?

    -An organization can ensure that customer requirements are included in its objectives by implementing a system to measure and monitor customer satisfaction, taking appropriate actions, and determining the needs and expectations of all relevant interested parties.

  • What are some of the benefits of applying the seven quality management principles to an organization?

    -The benefits include improved business performance, customer satisfaction and loyalty, optimized performance of resources, reduced cross-functional barriers, and enhanced innovation.

Outlines

00:00

📈 Quality Management Principles for Organizational Success

The first paragraph introduces the seven quality management principles as fundamental beliefs that guide organizational performance improvement. It emphasizes the importance of understanding customer requirements and managing them as part of the organization's objectives. The principles are applied through a process approach, which involves analyzing and managing interrelated processes systematically. The paragraph also highlights the benefits of focusing on customer satisfaction, such as business growth, customer loyalty, and reputation. Leadership is identified as a key principle, with leaders establishing a unified purpose and creating conditions for employees to contribute to the organization's quality objectives. The plan-do-check-act (PDCA) cycle is presented as an effective model for managing and improving processes.

05:03

🔍 Implementing the ISO 9001 Process Approach for Continuous Improvement

The second paragraph delves into the process approach of ISO 9001, which starts with identifying customer requirements and incorporates the PDCA cycle to plan and optimize processes and their interactions. It discusses the benefits of understanding the system of interrelated processes and using risk-based thinking to identify factors that could affect the organization's processes and quality management system. The paragraph also covers the importance of continuous improvement, evidence-based decision-making, and relationship management with stakeholders. It outlines the benefits of these practices, such as improved processes, innovation, and effective decision-making. The paragraph concludes by summarizing the seven quality management principles and their application across various types of organizations, emphasizing the importance of meeting customer requirements and fostering mutual beneficial relationships with suppliers and partners.

Mindmap

Keywords

💡Quality Management Principles

Quality Management Principles refer to a set of fundamental beliefs, norms, rules, and values that guide organizations in improving their performance. These principles are accepted as true and are used to analyze and understand customer requirements. In the video, they are emphasized as the foundation for guiding organizational performance improvement, highlighting their importance in achieving consistent and predictable results.

💡Customer Focus

Customer Focus is the primary principle that emphasizes meeting customer requirements and striving to exceed their expectations. It is crucial for an organization's sustained success as it involves attracting and retaining the confidence of customers and other interested parties. In the script, it is mentioned as the first principle, highlighting the importance of understanding customer needs and future requirements to influence organizational objectives.

💡Leadership

Leadership in the context of the video refers to the role of leaders at all levels in establishing unity of purpose and creating conditions for people to be engaged in achieving the organization's quality objectives. Leaders are expected to create an inspiring vision, support teams, and ensure a culture of trust and integrity. The script mentions leadership as a principle that can lead to increased efficiency, improved communication, and employee development.

💡Engagement of People

Engagement of People is about recognizing that competent, empowered, and engaged employees are essential for enhancing an organization's capability to create and deliver value. The management is expected to communicate customer requirements and company objectives to ensure the involvement of all employees. The script illustrates this principle by discussing the benefits of recognizing and acknowledging people's contributions, which can lead to enhanced creativity and employee satisfaction.

💡Process Approach

The Process Approach involves understanding and managing activities as interrelated processes that function as a coherent system. It is employed in ISO 9001 and includes the Plan-Do-Check-Act (PDCA) cycle. The script mentions this approach as a way to optimize the system and its performance by identifying risks and opportunities, which can lead to benefits such as focused key processes and reduced cross-functional barriers.

💡Improvement

Improvement is an ongoing focus for successful organizations, promoting and establishing improvement objectives at all levels. It involves systematically monitoring, auditing, and reviewing processes to recognize and acknowledge improvements. The script discusses the continuous improvement culture and its benefits, such as improved processes and enhanced innovation.

💡Evidence-Based Decision-Making

Evidence-Based Decision-Making is about making decisions based on the analysis and evaluation of key data and information that affect the effectiveness and efficiency of processes. Understanding cause-and-effect relationships is crucial for this principle. The script emphasizes the importance of basing decisions on objective evidence, which can improve decision-making and the effectiveness and efficiency of processes.

💡Relationship Management

Relationship Management involves identifying and building relationships with relevant interested parties that influence the performance of an organization. It is not limited to customers and suppliers but also includes employees and society. The script mentions the importance of measuring performance and giving feedback to encourage improvements and achievements, leading to mutual success for all relevant parties.

💡Plan-Do-Check-Act (PDCA)

The Plan-Do-Check-Act (PDCA) cycle is an effective model for systematically managing, controlling, and continually improving all processes. It is mentioned in the script as a way to focus on satisfying customer needs by planning processes and their interactions, checking the results, and acting on the findings to improve performance.

💡Risk-Based Thinking

Risk-Based Thinking is about determining the factors that could cause processes and the quality management system to deviate from planned results. It involves putting in place preventive controls to minimize negative effects and maximize opportunities. The script discusses this concept as a way to ensure that customer requirements are achieved, highlighting its importance in the process approach.

💡Continuous Improvement

Continuous Improvement is a culture that successful organizations promote, focusing on systematically monitoring, auditing, and reviewing the completion and results of processes. The script emphasizes the benefits of a continuous improvement culture, such as improved processes, vacation of causes, and enhanced innovation.

Highlights

Seven quality management principles are fundamental beliefs that guide organizational performance improvement.

These principles help in analyzing and understanding customer requirements to achieve organizational objectives.

Leadership is crucial in engaging all people in the organization and providing necessary resources.

The process approach involves understanding and managing activities as interrelated processes for consistent results.

Decisions based on data analysis and evaluation are more likely to produce desired results and improvements.

Encouraging and recognizing achievements by suppliers and partners is essential for quality management.

Customer focus is key to meeting customer requirements and exceeding expectations for sustained success.

Leaders at all levels should establish a unified purpose and create conditions for people to achieve quality objectives.

Engagement of people is vital as competent, empowered, and engaged employees enhance organizational capability.

The ISO 9001 process approach starts with identifying customer requirements and incorporates the PDCA cycle.

Risk-based thinking helps determine factors that could cause deviations from planned results.

Continuous improvement is a focus for successful organizations, promoting improvement objectives at all levels.

Evidence-based decision-making involves understanding cause-and-effect relationships for better decision quality.

Relationship management is crucial for identifying and building relationships with relevant interested parties.

Organizations should measure performance and give feedback to encourage improvements and achievements.

Mutually beneficial relationships with suppliers and partners are essential for organizational success.

The seven quality management principles can be applied by all organizations to become more successful.

Organizations must ensure they have the capability to meet customer requirements before accepting contracts.

Employees should be empowered and equipped with capable processes to achieve customer expectations.

Ongoing improvements should be initiated and promoted for mutual beneficial supplier relationships.

Transcripts

play00:00

[Music]

play00:05

[Music]

play00:08

in today's presentation we are going to

play00:11

look at the seven quality management

play00:13

principles and how to apply to the

play00:16

organization's processes

play00:20

the seven quality management principles

play00:24

are a set of fundamental beliefs norms

play00:26

rules and values that are accepted as

play00:29

true and can be used as a foundation to

play00:31

guide in organizations performance

play00:33

improvement by analyzing and

play00:36

understanding the customer requirements

play00:38

which will be included and measured in

play00:40

the organization's objectives by the

play00:42

leadership and communicated to engage

play00:44

all the people of the organization by

play00:47

providing the competent and capable

play00:49

resources needed

play00:51

by applying the process approach

play00:53

consistent and predictable results are

play00:56

achieved more effectively and

play00:58

efficiently when activities are

play01:00

understood and managed as interrelated

play01:02

processes that functioned as a coherent

play01:05

system

play01:06

decisions which are based on the

play01:08

analysis and evaluation of data and

play01:10

information will more likely produce

play01:12

desired results and improvements

play01:17

and also to encourage and recognize

play01:19

achievements by suppliers and partners

play01:23

principle number one customer focus the

play01:27

primary focus of qualities to meet

play01:29

customer requirements and the needs of

play01:31

other interested parties and strive to

play01:33

exceed customer expectations sustained

play01:36

success is achieved when an organization

play01:38

attracts and retains the confidence of

play01:41

customers and all relevant external or

play01:44

internal interested parties example

play01:46

legislators and employees that can

play01:49

influence the organization's success it

play01:52

is very important to understand the

play01:54

customer needs and future requirements

play01:56

and how the needs and expectation of

play01:58

interested parties affect the

play02:00

organization's objectives

play02:04

the organization must implement a system

play02:06

to deliver and support goods and

play02:09

services to meet customer needs and

play02:11

expectations

play02:12

it is important to measure and monitor

play02:15

customer satisfaction and take

play02:17

appropriate actions and also to

play02:19

determine the needs and expectations of

play02:22

interested parties that can affect

play02:24

customer satisfaction

play02:25

the plan-do-check-act is an effective

play02:29

model to systematically manage control

play02:32

and continually improve all processes

play02:35

focusing and satisfying the customer

play02:37

needs have the following benefits

play02:41

business

play02:44

customers

play02:46

reputation customer satisfaction and

play02:49

loyalty

play02:53

number two leadership the

play02:55

at all levels establish unity of purpose

play02:58

and create conditions in which people

play03:00

are engaged in achieving the

play03:02

organization's quality objectives

play03:07

direction and objectives throughout the

play03:09

organization encouraged the organization

play03:12

commitment to quality leaders also

play03:15

create inspiring vision for the future

play03:17

and is personally actively doing and

play03:19

supporting the teams the leaders also

play03:22

ensure sustained shared values fairness

play03:26

an ethical model for behavior establish

play03:29

a culture of trust and integrity

play03:33

resources training and authority to act

play03:35

with accountability

play03:39

inspire and recognize employees

play03:41

contribution the following benefits will

play03:44

be evident in the organization due to

play03:46

good leadership

play03:49

increased

play03:50

miss inefficiency

play03:52

improved communication improvement of

play03:56

the capability development of employees

play04:00

and achieving the objectives

play04:03

principle number three engagement of

play04:06

people

play04:08

the organization recognizes that

play04:11

competent empowered and engaged people

play04:13

are essential to enhance its capability

play04:16

to create and deliver values the

play04:18

management communicate customer

play04:20

requirements and company objectives

play04:22

throughout the organization to ensure

play04:24

the involvement of all employees and to

play04:28

promote collaboration facilitate open

play04:31

discussion and sharing knowledge and

play04:33

experience recognize and acknowledge

play04:35

people's contribution learning and

play04:38

improvement

play04:39

an enable self-evaluation of performance

play04:42

against personal objective which will

play04:44

result in the following benefits

play04:47

achievement of objectives

play04:51

member of employees

play04:53

enhanced creativity enhanced employee

play04:56

satisfaction

play04:59

teamwork on collaboration

play05:02

principle number four process approach

play05:05

the iso 9001 employs the process

play05:09

approach starting with identifying the

play05:11

customer requirements and incorporates

play05:14

the plan do check act PDCA cycle which

play05:17

enables an organization to plan its

play05:20

processes and their interactions

play05:21

understanding how results are produced

play05:23

by this interrelated system of processes

play05:26

enables an organization to optimize the

play05:29

system and its performance by

play05:31

identifying the risks and opportunities

play05:33

risk based thinking enables an

play05:36

organization to determine the factors

play05:38

that could cause its processes and its

play05:40

quality management system to deviate

play05:42

from the planned results to put in place

play05:45

preventive controls to minimize negative

play05:47

effects and to make maximum use of

play05:49

opportunities as they arise to ensure

play05:52

that the customer requirements will be

play05:54

achieved the following benefits will be

play05:57

evident ability to focus on key

play06:00

processes systems to align processes

play06:04

optimized performance of resources

play06:07

reduced cross functional barriers and

play06:10

the consistency effectiveness and

play06:13

efficiency principle number five

play06:17

improvement

play06:19

successful organizations have an ongoing

play06:21

focus for improvement

play06:24

they promote and establish improvement

play06:27

objectives at all levels of the

play06:29

organization

play06:31

by systematically monitoring auditing

play06:34

and reviewing the completion and results

play06:36

of the processes

play06:38

recognize and acknowledge the

play06:40

improvement the continuous improvement

play06:44

culture have the following benefits

play06:47

improve processes

play06:50

vacation

play06:52

cause elimination

play06:55

management

play06:56

and enhance innovation principle number

play07:00

six

play07:01

evidence-based decision-making decisions

play07:04

are based on analyses and evaluation of

play07:06

key data and information that affect the

play07:09

effectiveness and efficiency of the

play07:12

processes

play07:13

it is important to understand

play07:15

cause-and-effect relationships and their

play07:17

potential unintended consequences the

play07:21

analyses of facts and data result in

play07:23

greater objectivity and confidence in

play07:25

making decisions and then take actions

play07:28

based on evidence balanced with

play07:30

experience and intuition

play07:32

making decisions based on objective

play07:34

evidence as the following benefits

play07:37

improve decision-making

play07:40

improved processes improve effectiveness

play07:44

and efficiency

play07:46

negotiation power effectiveness of past

play07:50

decisions principle number seven

play07:53

relationship management it is important

play07:56

to identify and build relationships with

play07:58

the relevant interested parties that

play08:00

influence the performance of an

play08:02

organization to ensure continuous

play08:04

success of an organization not only

play08:06

shall we focus on our customers and

play08:08

suppliers but also the relevance

play08:11

interested parties like the employees

play08:13

and the society that can have an effect

play08:15

or be affected by the organization it's

play08:18

important to measure the performance and

play08:21

give feedback encourage in recognizing

play08:23

improvements and achievements by

play08:25

suppliers and partners establish and

play08:28

maintaining mutually beneficial

play08:30

relationships have the following

play08:31

benefits mutual success for all relevant

play08:34

parties share goals and values

play08:38

create wealth for all parties

play08:41

improved capabilities and the

play08:44

well-managed supply chain now let us

play08:47

summarize the seven quality management

play08:49

principles can be applied by all

play08:51

organizations to become more successful

play08:53

and add value from major corporations to

play08:57

government organizations to all

play08:59

manufacturing even tourism and

play09:02

especially if you're self-employed the

play09:05

organization will ensure that they have

play09:07

the capability to meet the customer

play09:09

requirements before they accept the

play09:11

contract the customer requirements will

play09:14

be included in the company objectives

play09:16

designed into the manufacturing

play09:18

processes and communicated to all

play09:20

employees the employees would be

play09:22

empowered competent and equipped with

play09:25

capable processes to achieve the

play09:27

customers expectations the effectiveness

play09:29

and efficiency of the process will be

play09:32

continuously monitored against the

play09:33

objectives and ongoing improvements

play09:36

initiated and promote mutual beneficial

play09:38

supplier relationships

play09:44

come to visit our website at

play09:46

uw-w MP quality comm for more

play09:50

information

Rate This

5.0 / 5 (0 votes)

Related Tags
Quality ManagementCustomer FocusLeadershipEngagementProcess ApproachContinuous ImprovementDecision MakingRelationship ManagementISO 9001Organizational Performance