Seven Quality Management principles

Summary

This 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.

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

[Music]

[Music]

in today's presentation we are going to

look at the seven quality management

principles and how to apply to the

organization's processes

the seven quality management principles

are a set of fundamental beliefs norms

rules and values that are accepted as

true and can be used as a foundation to

guide in organizations performance

improvement by analyzing and

understanding the customer requirements

which will be included and measured in

the organization's objectives by the

leadership and communicated to engage

all the people of the organization by

providing the competent and capable

resources needed

by applying the process approach

consistent and predictable results are

achieved more effectively and

efficiently when activities are

understood and managed as interrelated

processes that functioned as a coherent

system

decisions which are based on the

analysis and evaluation of data and

information will more likely produce

desired results and improvements

and also to encourage and recognize

achievements by suppliers and partners

principle number one customer focus the

primary focus of qualities to meet

customer requirements and the needs of

other interested parties and strive to

exceed customer expectations sustained

success is achieved when an organization

attracts and retains the confidence of

customers and all relevant external or

internal interested parties example

legislators and employees that can

influence the organization's success it

is very important to understand the

customer needs and future requirements

and how the needs and expectation of

interested parties affect the

organization's objectives

the organization must implement a system

to deliver and support goods and

services to meet customer needs and

expectations

it is important to measure and monitor

customer satisfaction and take

appropriate actions and also to

determine the needs and expectations of

interested parties that can affect

customer satisfaction

the plan-do-check-act is an effective

model to systematically manage control

and continually improve all processes

focusing and satisfying the customer

needs have the following benefits

business

customers

reputation customer satisfaction and

loyalty

number two leadership the

at all levels establish unity of purpose

and create conditions in which people

are engaged in achieving the

organization's quality objectives

direction and objectives throughout the

organization encouraged the organization

commitment to quality leaders also

create inspiring vision for the future

and is personally actively doing and

supporting the teams the leaders also

ensure sustained shared values fairness

an ethical model for behavior establish

a culture of trust and integrity

resources training and authority to act

with accountability

inspire and recognize employees

contribution the following benefits will

be evident in the organization due to

good leadership

increased

miss inefficiency

improved communication improvement of

the capability development of employees

and achieving the objectives

principle number three engagement of

people

the organization recognizes that

competent empowered and engaged people

are essential to enhance its capability

to create and deliver values the

management communicate customer

requirements and company objectives

throughout the organization to ensure

the involvement of all employees and to

promote collaboration facilitate open

discussion and sharing knowledge and

experience recognize and acknowledge

people's contribution learning and

improvement

an enable self-evaluation of performance

against personal objective which will

result in the following benefits

achievement of objectives

member of employees

enhanced creativity enhanced employee

satisfaction

teamwork on collaboration

principle number four process approach

the iso 9001 employs the process

approach starting with identifying the

customer requirements and incorporates

the plan do check act PDCA cycle which

enables an organization to plan its

processes and their interactions

understanding how results are produced

by this interrelated system of processes

enables an organization to optimize the

system and its performance by

identifying the risks and opportunities

risk based thinking enables an

organization to determine the factors

that could cause its processes and its

quality management system to deviate

from the planned results to put in place

preventive controls to minimize negative

effects and to make maximum use of

opportunities as they arise to ensure

that the customer requirements will be

achieved the following benefits will be

evident ability to focus on key

processes systems to align processes

optimized performance of resources

reduced cross functional barriers and

the consistency effectiveness and

efficiency principle number five

improvement

successful organizations have an ongoing

focus for improvement

they promote and establish improvement

objectives at all levels of the

organization

by systematically monitoring auditing

and reviewing the completion and results

of the processes

recognize and acknowledge the

improvement the continuous improvement

culture have the following benefits

improve processes

vacation

cause elimination

management

and enhance innovation principle number

six

evidence-based decision-making decisions

are based on analyses and evaluation of

key data and information that affect the

effectiveness and efficiency of the

processes

it is important to understand

cause-and-effect relationships and their

potential unintended consequences the

analyses of facts and data result in

greater objectivity and confidence in

making decisions and then take actions

based on evidence balanced with

experience and intuition

making decisions based on objective

evidence as the following benefits

improve decision-making

improved processes improve effectiveness

and efficiency

negotiation power effectiveness of past

decisions principle number seven

relationship management it is important

to identify and build relationships with

the relevant interested parties that

influence the performance of an

organization to ensure continuous

success of an organization not only

shall we focus on our customers and

suppliers but also the relevance

interested parties like the employees

and the society that can have an effect

or be affected by the organization it's

important to measure the performance and

give feedback encourage in recognizing

improvements and achievements by

suppliers and partners establish and

maintaining mutually beneficial

relationships have the following

benefits mutual success for all relevant

parties share goals and values

create wealth for all parties

improved capabilities and the

well-managed supply chain now let us

summarize the seven quality management

principles can be applied by all

organizations to become more successful

and add value from major corporations to

government organizations to all

manufacturing even tourism and

especially if you're self-employed the

organization will ensure that they have

the capability to meet the customer

requirements before they accept the

contract the customer requirements will

be included in the company objectives

designed into the manufacturing

processes and communicated to all

employees the employees would be

empowered competent and equipped with

capable processes to achieve the

customers expectations the effectiveness

and efficiency of the process will be

continuously monitored against the

objectives and ongoing improvements

initiated and promote mutual beneficial

supplier relationships

come to visit our website at

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information