What is Quality Management?

ISO 9000:2015 defines Quality Management as "management with regard to quality." This encompasses establishing quality policies, setting quality objectives, and implementing processes to achieve these quality objectives. Quality management is the foundation of consistent product and service delivery that meets or exceeds customer expectations.

What is a Quality Management System (QMS)?

The Quality Management System (QMS), as defined by ISO 9000:2015, is "part of a management system with regard to quality." In simpler terms, a QMS is a collection of interconnected business processes focused on meeting customer requirements and enhancing their satisfaction. It includes processes such as understanding the context of the organization, leadership involvement, planning, providing resources, managing communication, product design, supply chain management, production, delivery, managing non-conforming products, and performance evaluation.

Seven Quality Management Principles (QMPs)

ISO 9001:2015, the most widely adopted international standard for Quality Management Systems, is based on Seven Quality Management Principles (QMPs). These principles form the backbone of the ISO 9001:2015 standard and guide organizations in building a successful QMS.

Below, we detail each of the Seven Quality Management Principles and their significance in driving quality within an organization:

QMP 1 – Customer Focus

The primary focus of any organization should be its customers. Customer Focus means understanding and fulfilling customer needs and striving to exceed their expectations. A customer-focused organization enhances customer satisfaction, leading to greater loyalty, repeat business, and positive recommendations.

Key Practices:

• Identifying current and future customer needs.

• Measuring customer satisfaction regularly.

• Aligning organizational goals with customer expectations.

QMP 2 – Leadership

Leadership is crucial in establishing unity of purpose and strategic direction. Leaders at all levels must ensure that the organization's QMS aligns with its strategic goals, motivating and empowering employees to achieve quality objectives.

Key Practices:

• Setting a clear vision and communicating it effectively.

• Creating a culture that supports quality initiatives.

• Providing the resources needed for success.

QMP 3 – Engagement of People

Engagement of People emphasizes the importance of involving employees at all levels. Empowered and motivated employees are more likely to take initiative and contribute to the effectiveness of the QMS.

Key Practices:

• Providing training and opportunities for skill development.

• Encouraging open communication and feedback.

• Recognizing contributions that drive quality improvements.

QMP 4 – Process Approach

A Process Approach involves managing activities and related resources as processes that function cohesively. Understanding how processes interlink allows for more efficient management of resources, leading to consistent results.

Key Practices:

• Defining processes and their interactions clearly.

• Optimizing resources to achieve consistent outcomes.

• Using process metrics to monitor performance.

QMP 5 – Improvement

Continuous Improvement is fundamental to sustaining organizational success. This principle encourages organizations to keep refining their processes, products, and services to adapt to changing conditions and improve customer satisfaction.

Key Practices:

• Setting improvement objectives aligned with strategic goals.

• Establishing a culture of learning from mistakes.

• Encouraging innovation to solve problems and enhance quality.

QMP 6 – Evidence-Based Decision Making

Evidence-Based Decision Making means making decisions based on factual information and analysis rather than assumptions. Reliable data ensures that actions are effective and aligned with organizational goals.

Key Practices:

• Collecting accurate and relevant data.

• Using data analysis to identify trends and opportunities.

• Making informed decisions to minimize risks.

QMP 7 – Relationship Management

Relationship Management refers to the development and management of relationships with stakeholders, such as customers, suppliers, and partners. Effective relationships ensure long-term collaboration, trust, and mutual benefit.

Key Practices:

• Collaborating with suppliers to enhance product quality.

• Managing customer relationships through clear communication.

• Fostering long-term partnerships to create value for all stakeholders.

Summary Table: Seven Quality Management Principles

Final Thoughts

The Seven Quality Management Principles are the cornerstone of a successful QMS. By understanding and applying these principles, organizations can build a strong foundation for sustainable quality improvements, enhanced customer satisfaction, and business success. ISO 9001:2015 provides a flexible framework that can be adapted to suit various industries, helping organizations focus on what matters most—delivering value to customers while striving for excellence in all aspects of their operations.