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The ISO 9001 family is primarily concerned with
"quality management". This means
what the organization does to fulfil:
- the customer's quality requirements,
and
- applicable regulatory requirements, while
aiming to
- enhance customer satisfaction, and
- achieve continual improvement of its performance
in pursuit of these objectives.
Quality
management principles
Selection
and Use of the ISO 9001:2000 family of standards
The following
text is an integral reproduction of the
content of the document "Quality Management
Principles".
Introduction
This document
introduces the eight quality management
principles on which the quality management
system standards of the revised ISO 9001:2000
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 9001 standards.
The eight
quality management principles are defined
in ISO 9001:2000, Quality management
systems Fundamentals and vocabulary,
and in ISO 9004:2000, Quality management
systems Guidelines for performance improvements.
This document
gives the standardized descriptions of the
principles as they appear in ISO 9001:2000
and ISO 9004:2000. In addition, it provides
examples of the benefits derived from their
use and of actions that managers typically
take in applying the principles to improve
their organizations' performance.
- 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
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Organizations
depend on their customers and therefore
should understand current and future
customer needs, should meet customer
requirements and strive to exceed
customer expectations.
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Key benefits:
- Increased revenue
and market share obtained through flexible
and fast responses to market opportunities.
- Increased effectiveness
in the use of the organization's resources
to enhance customer satisfaction.
- Improved customer
loyalty leading to repeat business.
Applying
the principle of customer focus typically
leads to:
- Researching and
understanding customer needs and expectations.
- Ensuring that the
objectives of the organization are linked
to customer needs and expectations.
- Communicating customer
needs and expectations throughout the
organization.
- Measuring customer
satisfaction and acting on the results.
- Systematically managing
customer relationships.
- Ensuring a balanced
approach between satisfying customers
and other interested parties (such as
owners, employees, suppliers, financiers,
local communities and society as a whole).
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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.
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Key benefits:
- People will understand
and be motivated towards the organization's
goals and objectives.
- Activities are evaluated,
aligned and implemented in a unified
way.
- Miscommunication
between levels of an organization will
be minimized.
Applying
the principle of leadership typically leads
to:
- Considering the
needs of all interested parties including
customers, owners, employees, suppliers,
financiers, local communities and society
as a whole.
- Establishing a clear
vision of the organization's future.
- Setting challenging
goals and targets.
- Creating and sustaining
shared values, fairness and ethical
role models at all levels of the organization.
- Establishing trust
and eliminating fear.
- Providing people
with the required resources, training
and freedom to act with responsibility
and accountability.
- Inspiring, encouraging
and recognizing people's contributions.
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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.
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Key benefits:
- Motivated, committed
and involved people within the organization.
- Innovation and creativity
in furthering the organization's objectives.
- People being accountable
for their own performance.
- People eager to
participate in and contribute to continual
improvement.
Applying
the principle of involvement of people typically
leads to:
- People understanding
the importance of their contribution
and role in the organization.
- People identifying
constraints to their performance.
- People accepting
ownership of problems and their responsibility
for solving them.
- People evaluating
their performance against their personal
goals and objectives.
- People actively
seeking opportunities to enhance their
competence, knowledge and experience.
- People freely sharing
knowledge and experience.
- People openly discussing
problems and issues.
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A desired result
is achieved more efficiently when
activities and related resources
are managed as a process.
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Key benefits:
- Lower costs and
shorter cycle times through effective
use of resources.
- Improved, consistent
and predictable results.
- Focused and prioritized
improvement opportunities.
Applying
the principle of process approach typically
leads to:
- Systematically defining
the activities necessary to obtain a
desired result.
- Establishing clear
responsibility and accountability for
managing key activities.
- Analysing and measuring
of the capability of key activities.
- Identifying the
interfaces of key activities within
and between the functions of the organization.
- Focusing on the
factors such as resources, methods,
and materials that will improve key
activities of the organization.
- Evaluating risks,
consequences and impacts of activities
on customers, suppliers and other interested
parties.
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Identifying,
understanding and managing interrelated
processes as a system contributes
to the organization's effectiveness
and efficiency in achieving its
objectives.
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Key benefits:
- Integration and
alignment of the processes that will
best achieve the desired results.
- Ability to focus
effort on the key processes.
- Providing confidence
to interested parties as to the consistency,
effectiveness and efficiency of the
organization.
Applying
the principle of system approach to management
typically leads to:
- Structuring a system
to achieve the organization's objectives
in the most effective and efficient
way.
- Understanding the
interdependencies between the processes
of the system.
- Structured approaches
that harmonize and integrate processes.
- Providing a better
understanding of the roles and responsibilities
necessary for achieving common objectives
and thereby reducing cross-functional
barriers.
- Understanding organizational
capabilities and establishing resource
constraints prior to action.
- Targeting and defining
how specific activities within a system
should operate.
- Continually improving
the system through measurement and evaluation.
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Continual improvement
of the organization's overall performance
should be a permanent objective
of the organization.
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Key benefits:
- Performance advantage
through improved organizational capabilities.
- Alignment of improvement
activities at all levels to an organization's
strategic intent.
- Flexibility to react
quickly to opportunities.
Applying
the principle of continual improvement typically
leads to:
- Employing a consistent
organization-wide approach to continual
improvement of the organization's performance.
- Providing people
with training in the methods and tools
of continual improvement.
- Making continual
improvement of products, processes and
systems an objective for every individual
in the organization.
- Establishing goals
to guide, and measures to track, continual
improvement.
- Recognizing and
acknowledging improvements.
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Effective decisions
are based on the analysis of data
and information
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B benefits:
- Informed decisions.
- An increased ability
to demonstrate the effectiveness of
past decisions through reference to
factual records.
- Increased ability
to review, challenge and change opinions
and decisions.
Applying
the principle of factual approach to decision
making typically leads to:
- Ensuring that data
and information are sufficiently accurate
and reliable.
- Making data accessible
to those who need it.
- Analysing data and
information using valid methods.
- Making decisions
and taking action based on factual analysis,
balanced with experience and intuition.
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An organization
and its suppliers are interdependent
and a mutually beneficial relationship
enhances the ability of both to
create value
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Key benefits:
- Increased ability
to create value for both parties.
- Flexibility and
speed of joint responses to changing
market or customer needs and expectations.
- Optimization of
costs and resources.
Back
Selection
and Use of the ISO 9001:2000 family of standards
Applying
the principles of mutually beneficial supplier
relationships typically leads to:
- Establishing relationships
that balance short-term gains with long-term
considerations.
- Pooling of expertise
and resources with partners.
- Identifying and
selecting key suppliers.
- Clear and open communication.
- Sharing information
and future plans.
- Establishing joint
development and improvement activities.
- Inspiring, encouraging
and recognizing improvements and achievements
by suppliers.
The following text is an integral reproduction
of the content of the brochure"ISO 9001 - Selection and use". Hard copies
of the brochure are available from sales@iso.org.
The ISO 9001 family of international
quality management standards and guidelines
has earned a global reputation as the
basis for establishing quality management
systems.
This brochure has been developed by ISO
Technical Committee ISO/TC 176, Quality
management and quality assurance, which
is responsible for developing and maintaining
the ISO 9001 family. The brochure has
been updated to take into account the
revisions of several of the core series
standards in the ISO 9001 family which
were published on 15 December 2000 by
ISO (International Organization for Standardization).
These revised standards are identified
by the "2000" in their designation.
The purpose of this brochure is to provide
you with a general perspective on the
ISO 9001 family of standards with emphasis
on the features of the revised versions.
It presents an overview of the standards
and demonstrates how, collectively, they
form a basis for continual improvement
and business excellence. In particular,
you will see how to distinguish between
the various documents in the ISO 9001
family and how they may be utilized to
your maximum benefit.
The familiar three standards ISO 9001,
ISO 9002 and ISO 9003 have been integrated
into the new ISO 9001:2000. This brochure
provides you with general information
on how to use the revised standard together
with other documents in the ISO 9001 family
to meet your specific requirements.
ISO 9001:2000 specifies requirements
for a quality management system for any
organization that needs to demonstrate
its ability to consistently provide product
that meets customer and applicable regulatory
requirements and aims to enhance customer
satisfaction.ISO 9001:2000 has been organized
in a user-friendly format with terms that
are easily recognized by all business
sectors. The standard is used for certification/registration
and contractual purposes by organizations
seeking recognition of their quality management
system.
The greatest value is obtained when you
use the entire family of standards in
an integrated manner. It is suggested
that, beginning with ISO 9001:2000, you
adopt ISO 9001:2000 to achieve a first
level of performance. The practices described
in ISO 9004:2000 may then be implemented
to make your quality management system
increasingly effective in achieving your
own business goals. ISO 9001:2000 and
ISO 9004:2000 have been formatted as a
consistent pair of standards to facilitate
their use. Using the standards in this
way will also enable you to relate them
to other management systems (e.g. environmental),
many sector specific requirements (such
as ISO/TS/16949 in the automotive industry)
and will assist in gaining recognition
through national award programmes.
This brochure provides you with:
A list of the ISO 9001 quality management
standards and guidelines;
Examples of typical applications of the
documents;
A step-by-step process to implement a
quality management system;
A brief view of the future evolution of
the ISO 9001 family.
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