1. What is Quality? The degree to which a set of inherent characteristics of an object fulfils requirements [IS...
1. What is Quality?
The degree to which a set of inherent characteristics of an object fulfils requirements [ISO 9000:2015, 3.6.2 ].
In other words, quality refers to “The extent to which a product, service, or process meets defined requirements, specifications, and expectations”
2. Defining Quality Management System [QMS]
A
management system comprises of set of interrelated or interacting elements of
an organization to establish policies and objectives, and processes to achieve
those objectives.
Therefore,
as per ISO [9000:2015, 2.2.2] a Quality management system (QMS) comprises of activities by which the organization
identifies its quality objectives and determines the processes and resources
required to achieve the desired results.
The QMS manages the interacting processes and resources required to provide value and realize results for relevant interested parties. [ISO 9000:2015, 2.2.2]
3. Quality Management Principles
Quality
management principles are fundamental guidelines that organizations follow to
achieve and sustain high-quality performance in products and services. These
principles are typically based on the ISO 9000 standards, which provide a
framework for effective quality management systems.
According to [ISO 9001:2015, 0.2], Quality Management System (QMS) is based on the following Seven (07) Principles:
The primary focus of quality management is to meet customer requirements and strive to exceed customer expectations. [ISO 9000:2015, 2.3.1]
Organizations should understand and meet customer needs and put their efforts to exceed customer expectations. Focusing on customer satisfaction is vital for long-term success.
3.2 Leadership:
Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives.[ISO 9001:2015, 2.3.2]
Leaders should establish a clear vision and direction, create an environment that encourages people to engage in achieving the organization’s objectives, and ensure alignment with the company’s goals.
Competent, empowered and engaged people at all levels throughout the organization are essential to enhance the organization’s capability to create and deliver value. [ISO 900;2015, 2.3.3].
Engagement of people through ensuring that everyone in the organization is involved and empowered is crucial. People at all levels contribute to the success of the quality management system through their knowledge, skills, and experiences. A culture of engagement encourages teamwork and continuous learning.
3.4 Process Approach:
Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system. [ISO 9000:2015, 2.3.4].
Managing activities and resources as processes that are interrelated can lead to more consistent and predictable results. Understanding and optimizing the flow of work allows for better resource management and improved efficiency.
3.5 Improvement:
Successful organizations have an ongoing focus on improvement [ISO 9000:2015, 2.3.5].
Continuous improvement must be a perpetual goal of the organization. Through consistent evaluation and improvement of processes, products, and services, an organization can boost its performance, minimize waste, and enhance efficiency.
3.6 Evidence-Based Decision Making:
Decisions based on the analysis and evaluation of data and information are more likely to produce desired results. [ISO 9000:2015, 2.3.6].
Effective decision-making relies on data, analysis, and factual information rather than intuition or assumptions. Data-driven decision-making enables organizations to pinpoint areas needing improvement, track their progress, and maximize results.
3.7 Relationship Management:
For sustained success, organizations manage their relationships with relevant interested parties.
Relevant interested parties influence the performance of an organization. Sustained success is more likely to be achieved when the organization manages relationships with all of its interested parties to optimize their impact on its performance. Relationship management with its provider and partner networks is of particular importance. [ISO 9000:2015, 2.3.7]
Summary
Quality management principles are targeted to meet customer needs, improving processes, and encouraging continuous improvement. Key principles include customer focus, leadership, employee engagement, and a process-based approach to increase value and efficiency. Evidence-based decision-making fortifies informed choices, while relationship management builds strong partnerships with interested parties. These principles work together to drive consistent quality, innovation, and customer satisfaction.
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