Introduction to Quality Management Principles (QMPs)

In this series of articles we will be discussing Quality Management Principles and this will be over the next four weeks. There are seven quality management principles (QMPs) that are associated with the ISO 9000 and ISO 9001 and these are related ISO quality management standards. Let’s start with definitions:

Principle can simply be defined as the rule, belief, or theory that influences the way we do things. Therefore, “Quality management principles” can be defined as a set of fundamental rules, beliefs, values, and norms that are generally accepted as the standard for measuring and managing quality.

Thus, the seven QMPs were developed as guides for measuring organizations’ performance improvement. These set of principles are constantly updated by the international experts of ISO/TC 176.

Each QMP has the following:

• Statement – A description of the principle
• Rationale – An explanation on importance of the principle to the organization
• Key Benefits – Case in point of benefits related to the principle
• Expected Actions – Illustration of expected actions meant to improve the organization’s performance while applying the principle

Here’s a list of the seven quality management principles:

• QMP 1 – Customer focus
• QMP 2 – Leadership
• QMP 3 – Engagement of people
• QMP 4 – Process approach
• QMP 5 – Improvement
• QMP 6 – Evidence-based decision making
• QMP 7 – Relationship management

The above numbering is merely for chronological purpose and does not show order of priority. All the principles are important, but each has different level of relevance to different organizations. The level of importance and requirements can change over time in a particular firm.

QMP 1 – Customer Focus

Statement

The ultimate goal of QMP 1 is to meet customer requirements and continually exceeds customer expectations.

Rationale

When an organization earns the trust and loyalty of customers and other stake-holders, achieving success becomes easier. Customer interaction, at every level, presents opportunity to create additional value for the customer. The ability to understand both the current and future needs of customers and other stakeholders determines how an organization is able to sustain success.

Key Benefits

• Increases customer value
• Enhances reputation of the organization
• Expands customer base
• Increases revenue and market share
• Increases customer satisfaction
• Improves customer loyalty
• Enhances repeat business

Expected Actions

• Identify that direct and indirect customers deserve value from the organization.
• Identify the current and future needs of customers including their expectations.
• Connect organization’s objectives to customer’s needs and expectations.
• Ensure customer needs and expectations are communicated all through the organization.
• Direct all plans, designs, development, production, and delivery toward supporting goods and services with the aim of meeting customer needs and expectations.
• Assess and observe customer satisfaction and then take the right action.
• Identify and take necessary action on the needs and expectations of interested parties that can affect customer satisfaction.
• Be actively involved with the management of customers’ relationship to ensure sustained success.