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Quality Management Principles

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Title: QUALITY MANAGEMENT PRINCIPLES Author: KEBS Last modified by: user Created Date: 2/23/2005 12:48:56 PM Document presentation format: On-screen Show – PowerPoint PPT presentation

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Title: Quality Management Principles


1
Quality Management Principles
2
Outline
  • Introduction the to 8 QMPs
  • Implication of the principles
  • Application of the principles

3
QUALITY MANAGEMENT PRINCIPLES
  • The revised ISO 90002000 series of standards
    are based on 8 Quality Management principles.
  • The Principles are derived from collective
    experiences of the ISO/TC/176 members.
  • The eight quality management principles are
    defined in both the - ISO 90002000- (QMS
    Fundamentals and vocabulary) and ISO 90042000-
    (QMS-Guidelines for performance improvement)
    standards

4
Introduction
  • It is recommended that the principles be used by
    management to guide organizations to improved
    performance.
  • The principles should be seen as a consistent set
    and should not be applied individually.
  • The ISO 90012008 contains over 133 requirements
    and ISO 90042000 over 268 recommendations  
  • The principles enable an organization to
    determine the right things to do and understand
    why they are doing them
  • When undertaking any organizational change these
    principles should be used to validate the change.

5
Introduction
  • The eight quality management principles are-
  • 1. Customer focus
  • 2. The role of Leadership
  • 3. Involvement of People
  • 4. Process Approach
  • 5. System Approach to Management
  • 6. Continual Improvement
  • 7. Factual Approach to Decision Making
  • 8. Mutual Beneficial Supplier relationship

6
The Principles
  • 1. Customer focus
  • Organizations depend on their customers and
    therefore should understand current and future
    customer needs, should meet customer requirements
    and strive to exceed customer expectations
  • Implication
  • Customer focused means putting your energy into
    satisfying customers and understanding that
    profitability comes from satisfying customers.

7
Application of the principle-customer focus
  • a)     Researching ,establishing and
    understanding current and future customer needs
    and expectations
  • b)     Ensuring that the objectives of the
    organization are linked to customer needs and
    expectations.
  • c)      Communicating customer needs and
    expectations throughout the organization.
  • d)     Measuring customer satisfaction and acting
    on the results
  • e)        Ensuring a balanced approach between
    satisfying customers and other interested
    parties.

8
2. Leadership
  • 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
    organizations objectives.
  • Implication
  • Leadership is providing role model behaviours
    consistent with the values of the organization.
  • Behaviour that will deliver the organizations
    objectives.
  • Internal environment includes the culture and
    climate, management style, shared, trust,
    motivation and support.

9
Application of the principle- Leadership
  • a)     Considering the needs of all interested
    parties including customers, owners, employees,
    suppliers, financier, local communities and
    society as whole.
  • b)     Establishing a clear vision of the
    organizations future.
  • c)      Setting challenging goals and targets.
  • d)     Creating and sustaining shared values,
    fairness and ethical role models at all levels of
    the organization.
  • e)     Establishing trust and eliminate fear.
  • f)        Providing people with the required
    resources training and freedom to act with
    responsibility and accountability.
  • g)     Inspiring, encouraging and recognizing
    people contributions.

10
3. Involvement of People
  • People at all levels are the essence of an
    organization and their involvement enables their
    abilities to be used for the organization,s
    benefit
  • implication
  • involving people means sharing knowledge,
    encouraging and recognizing their contribution,
    utilizing their experience and operating with
    integrity.

11
Application of the principle Involvement of
people
  • a)     People identifying constraints to their
    performance.
  • b)     People evaluating their performance
    against personal goals and objectives.
  • c)      People actively seeking opportunities to
    enhance their competence,knowledge and
    experience.
  • d)     People freely sharing knowledge and
    experience
  • e)     People openly discussing problems and
    issues.

12
4. Process Approach
  • A desired result is achieved more efficiently
    when activities and their related resources are
    managed as a process
  • Implication
  • Processes are dynamic-they cause things to
    happen.processes within an organization should be
    structured in order to achieve a certain
    objective in the most efficient and effective
    manner.

13
Application of the principle - process Approach
  • a)  Systematically defining the activities
    necessary to achieve/obtain desired results.
  • b) Establishing clear responsibility and
    accountability for managing key activities.
  • c) Analyzing and measuring of the capabilities of
    key activities
  • d)     Identifying the interfaces of key
    activities within and between the functions of
    the organization.
  • e) Evaluating risks,consequences and impacts of
    activities on customers,suppliers and other
    interested parties.

14
5. System Approach to Management
  • Identifying, understanding and managing
    interrelated processes as a system contributes to
    the organizations effectiveness and efficiency
    in achieving its objectives
  • Implication
  • Systems are constructed by connecting
    interrelated processes together to deliver the
    system objectives which in the case of the QMS is
    the satisfaction of the interested parties.

15
Application of the principle system Approach
  • a) Structuring a system to achieve the
    organizations objectives in the most effective
    and efficient way.
  • b) Understanding the interdependencies between
    the processes of the system
  • c)  Structured approach that harmonize and
    integrate processes.
  • d)  Providing a better understanding of the roles
    and responsibilities necessary for achieving
    common objectives and thereby reducing cross
    functional barriers.
  • e) Targeting and defining how specific activities
    within a system should operate.

16
6. Continual Improvement
  • Continual improvement of the organizations
    overall performance should be a permanent
    objective of the organization
  • Implication
  • Continual improvement is the progressive
    improvement in organizational efficiency and
    effectiveness.

17
Application of the principle- continual
Improvement
  • Employing a consistent organization-wide approach
    to continuous improvement of the organizations
    tools of continual improvement
  • Providing people with the training in the methods
    and tools of continual improvement
  • Making continual improvement of products,
    processes,and the system an objective for every
    individual in the organization.
  • Establishing the goals to guide and lead.

18
7.Factual Approach to Decision Making
  • Effective decisions are based on the analysis of
    data and information
  • Implication
  • Facts are obtained from observations performed
    by qualified people using qualified means of
    measurements i.e. the integrity of the the
    information is known.

19
Application of the principle Factual Approach
  • Ensuring that data/information is sufficiently
    accurate and reliable.
  • Making data accessible to those who need them.
  • Analyzing data using appropriate tools.
  • Making decision and taking actions based on
    factual analysis,balanced with experience and
    intuition.

20
8. Mutual Beneficial Supplier relationships
  • An organization and its suppliers are
    interdependent and a mutually beneficial
    relationship enhances the ability for both to
    create value
  • implication
  • beneficial relationships are those in which both
    parties are knowledge,vision,values,and
    understanding.suppliers are not treated as
    adversaries.

21
Application of the principle - mutually
beneficial relationships
  • a)  Establishing relationships that balance
    short-term gains with long term considerations.
  • b)  Pooling of expertise and resources with
    partners
  • c)  Identifying and selecting key suppliers
  • d) Clear and open communication
  • e)  Sharing information and future plans
  • f)  Establishing joint development and
    improvement activities.
  • g) Inspiring,encouraging and recognizing
    improvements and achievement by suppliers.

22
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