The function of Top Management include Management of Quality Management along with other disciplines. To succeed in Business, the top management can utilize the quality management principles identified by the International Standards like ISO 9000 Family. The Same principle apply for the other standards like AS 9100, TS 16949 which are supplement to ISO 9001. The Principles of Quality Management Systems are
Customer Focus
The Organization depend its our customers and should understand the current and future customers’ needs, should meet their requirements, and strive to exceed their expectations.
The organization must make sure that:
Customer needs & expectations are determined
Customer needs are converted into specific requirements
Customer requirements are fulfilled with the aim of “exceeding” expectations to “enhance” customer Satisfaction.
Customer Satisfaction : Customer’s perception of the degree to which the customer’s requirements have been fulfilled”(Ref: ISO 9000:2000, 3.1.4)
Customer Complaints are a common indicator of low customer satisfaction, but their absence does not necessarily imply high customer satisfaction. Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction.Research shows that fewer than 5% of dissatisfied customers actually complain.
Leadership
Leaders establish a unity of purpose and the direction of the organization. They must create and maintain the internal environment in which all employees can become fully involved in achieving the organizations objectives. There is a need for “Top Management” to play an active role in the operation & performance of the QMS.
“Top Management” involvement in the implementation & improvement of the QMS will be checked by external auditors.
Involvement of People
People at all levels are the essence of the organization and their full involvement enables their abilities to be used for the organization’s benefit. the most valuable assets of an organization is its Human Resources. The organization should create an internal environment for people at all levels feel the ownership of their task and improving it to achieve the desired customer satisfaction.
Process Approach
A desired result is achieved more efficiently when activities and related resources are managed as a process.
What is a “Process”? : “an activity using resources and managed to enable the transformation of inputs to outputs”. Often the output from one process directly forms the input to the next.
Systems Approach to Management
Identifying, understanding and managing interrelated processes as a system contributes to the organizations effectiveness and efficiency in achieving its objectives. Though this term looks like the previous one Process approach, there is distinct difference between them. to Identify clearly, “A set of processes interacting symmetrically will become a system”.
continual Improvement
Definition : Recurring activity to increase the ability to fulfill requirements (ref. ISO 9000:2000, 3.2.13)
The organization Shall strive to enhance its overall performance and this should be a permanent objective of the organization. There is a scope for everyone in the organization to Working in the business ( doing their Job) and Working on the business(improving the efficiency)
Factual Approach to Decision Making
Appropriate data should be identified, gathered and analyzed for trending and tracking to provide opportunities for improvement. This will lead to effective decision-making.
Mutually beneficial Supplier Relations
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
If an organization buys in poor (good) quality, it can negatively (positively) affect the organization’s performance.
The above principles identified by the ISO 9000 Family of standards as the basis for any Quality Management Systems.
If these principles are used effectively, the organization will have a sound quality management system and will lead to success.
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Customer Focus
The Organization depend its our customers and should understand the current and future customers’ needs, should meet their requirements, and strive to exceed their expectations.
The organization must make sure that:
Customer needs & expectations are determined
Customer needs are converted into specific requirements
Customer requirements are fulfilled with the aim of “exceeding” expectations to “enhance” customer Satisfaction.
Customer Satisfaction : Customer’s perception of the degree to which the customer’s requirements have been fulfilled”(Ref: ISO 9000:2000, 3.1.4)
Customer Complaints are a common indicator of low customer satisfaction, but their absence does not necessarily imply high customer satisfaction. Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction.Research shows that fewer than 5% of dissatisfied customers actually complain.
Leadership
Leaders establish a unity of purpose and the direction of the organization. They must create and maintain the internal environment in which all employees can become fully involved in achieving the organizations objectives. There is a need for “Top Management” to play an active role in the operation & performance of the QMS.
“Top Management” involvement in the implementation & improvement of the QMS will be checked by external auditors.
Involvement of People
People at all levels are the essence of the organization and their full involvement enables their abilities to be used for the organization’s benefit. the most valuable assets of an organization is its Human Resources. The organization should create an internal environment for people at all levels feel the ownership of their task and improving it to achieve the desired customer satisfaction.
Process Approach
A desired result is achieved more efficiently when activities and related resources are managed as a process.
What is a “Process”? : “an activity using resources and managed to enable the transformation of inputs to outputs”. Often the output from one process directly forms the input to the next.
Systems Approach to Management
Identifying, understanding and managing interrelated processes as a system contributes to the organizations effectiveness and efficiency in achieving its objectives. Though this term looks like the previous one Process approach, there is distinct difference between them. to Identify clearly, “A set of processes interacting symmetrically will become a system”.
continual Improvement
Definition : Recurring activity to increase the ability to fulfill requirements (ref. ISO 9000:2000, 3.2.13)
The organization Shall strive to enhance its overall performance and this should be a permanent objective of the organization. There is a scope for everyone in the organization to Working in the business ( doing their Job) and Working on the business(improving the efficiency)
Factual Approach to Decision Making
Appropriate data should be identified, gathered and analyzed for trending and tracking to provide opportunities for improvement. This will lead to effective decision-making.
Mutually beneficial Supplier Relations
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
If an organization buys in poor (good) quality, it can negatively (positively) affect the organization’s performance.
The above principles identified by the ISO 9000 Family of standards as the basis for any Quality Management Systems.
If these principles are used effectively, the organization will have a sound quality management system and will lead to success.
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