We have written about eight Quality Management Principles, based on the standard ISO 9001: 2008. But we all knew that the fifth edition of ISO 9001 (ISO 9001: 2015) was published in September 2015 that replaces the fourth edition (ISO 9001: 2008). The process of drafting the ISO 9001: 2015 is done gradually and organizations were given a transition period of 3 years after the ISO 9001: 2015 issued to update quality management system before. ISO 9001: 2015 is based on the following seven principles of quality management: Konsultan Iso Freelance
- Principle 1 – Customer Focus
The main focus of quality management is to meet customer needs and strive to exceed the expectations of customers.
ongoing success is achieved when an organization attract and retain the trust of customers and other interested parties depends depends who it is. Every aspect of customer interaction provides an opportunity to create more value for customers. Understanding the needs of customers and other interested parties today and our future as well as contributing to sustainable results of an organization.
- Improve customer value;
- Improve customer satisfaction;
- To increase customer loyalty;
- Increase in repeat business;
- Improve the reputation of the organization;
- Expanding the customer;
- Increase revenue and market share.
Action which enables
Some possible actions that organizations can improve customer focus include:
- Identify and recognize the customer directly and indirectly from the organization that receives the value of the organization;
- Understanding customer needs and expectations of current and future;
- Linking organizational objectives with customer needs and expectations;
- Communicating customer needs and expectations throughout the organization;
- Plan, design, develop, manufacture, and deliver products and support services to meet the needs and expectations of customers;
- Measure and monitor customer satisfaction and take appropriate action;
- Determine and take action on the needs of the relevant stakeholders and appropriate expectations can affect customer satisfaction;
- Actively manage relationships with customers to achieve sustained success.
No change in this point, this principle states:
“Organizations depend on their customers and therefore should understand customer needs today and future, should meet customer requirements and strive to exceed customer expectations. ”
Similarly, in eight previous principle which states:
” The primary focus of quality management is to meet customer needs and strive to exceed customer expectations. “
First and foremost the organization must have a clear understanding of who the customer direct and indirect customers. Focusing on the customer means concentrating the energy to customer satisfaction and understand the benefits. Organizations must examine, develop and understand customer needs and expectations of current and future. the organization must ensure that the organization’s objectives related to customer needs and expectations. Top-Management should communicate the needs and expectations of customers across the organization, measure the level of customer satisfaction and follow up of the results of such measurements. Organizations should ensure a balanced approach between satisfying customers with other interested parties.
- Principle 2 – Leadership
Leaders in all departments establish unity of purpose and direction, and create conditions in which people are involved in achieving the organization’s quality objectives.
The creation of unity of purpose, direction and involvement allows organizations to align strategies, policies, processes and resources to achieve its objectives.
- Improving the effectiveness and efficiency in meeting quality objectives of the organization;
- Provide better coordination of the organization;
- Improving communication between the different levels and functions of the organization;
- Develop and improve the ability of the organization and its people to deliver the desired results.
Action which enables
Some possible actions that organizations can do include:
- To communicate the mission, vision, strategy, policies and organizational processes across the organization;
- Creating and sustaining shared values, fairness and ethical models for behavior at all levels of the organization;
- Build a culture of trust and integrity;
- Encouraging the organization-wide commitment to quality;
- Ensuring that leaders at all levels is a positive example to the people in the organization;
- Providing people with the required resources, training and authority to act with accountability;
- Inspire, encourage and recognize people’s contributions.
This is the second point of the 7 Principles of Quality Management , and no change in this principle. 8 principles previously stated:
“Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can be fully involved in achieving the organization’s objectives. “
In the 7 Principles of Quality Management stated:
” Leaders at all levels establish unity of purpose and direction and create conditions in which people are involved in achieving quality objectives of the organization , ”
Leadership is an example that is consistent with the values of the organization that will provide the organization’s objectives. The internal environment includes the culture and climate, management model, togetherness, trust, motivation and support. Leadership must consider the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole. leadership must set a clear vision of the future of the organization, set goals and targets are challenging, create and sustain shared values, fairness and ethics at all levels of the organization, to build trust and eliminate fear, provide people with training necessary resources and freedom to act with responsibility and accountability and inspire, encourage and recognize people’s contributions.
- Principle 3 – Involvement
It is important for an organization in which all people are competent, empowered and involved in delivering value across the organization is able to improve the ability to create value.
To manage the organization effectively and efficiently, it is important to involve all people at all levels and respect them as individuals. Recognition, empowerment and enhancement of skills and knowledge and facilitating the involvement of people in achieving organizational goals.
- Improving understanding of the organization’s quality objectives by people in the organization and increased motivation to achieve it;
- Increase involvement in improvement activities;
- Increase personal development, initiative and creativity;
- Increased community satisfaction;
- Increase trust and cooperation across the organization;
- Increasing attention to shared values and culture throughout the organization.
Actions that can be taken
few actions that can be taken include:
- Communicating with people to promote understanding of the importance of the contribution of each;
- Increase cooperation across the organization;
- Facilitate open discussion and the sharing of knowledge and experience;
- Empowering people to determine the performance constraints and take the initiative without hesitation;
- Recognize and acknowledge the contributions, learning and improvement;
- Allows self-evaluation of performance against personal goals;
- Conduct a survey to assess the level of community satisfaction, communicating the results of the survey and take appropriate action.
This is the third point of the 7 Principles of Quality Management and the term “Involvement” turned into “Empowering People” . 8 principles states:
“People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the benefit of the organization.”
7 Principles of Quality Management stated:
“It is important for an organization that everyone is competent, empowered and engaged in delivering value. Competent, empowered and engaged throughout the organization to increase the ability to create value. “
Engaging people means employees are committed to the goals and values of their organizations, motivated to contribute to the success of the organization, and at the same time is able to improve themselves. When we talk about the involvement of people, meaning that all appropriate personnel are empowered and they are able to deliver value. An employee involved will have a better perception of the importance of work, have better clarity than expected jobs, have more opportunities for improvement. Having regular feedback and dialog with the supervisor, has the quality of the working relationship between an employee with colleagues, superiors, and subordinates as well as having an effective employee communication.
- Principle 4 – Process Approach
If the activity is understood and managed as interrelated processes that functions as a system that can consistently koherensif then mempredikisi results more effectively and efficiently.
quality management system consists of interrelated processes. Organizations need to understand how the results produced by this system, including all the processes, resources, control and interaction, enabling organizations to optimize its performance.
- Improving the ability of businesses to focus on key processes and opportunities for improvement;
- Getting the consistent and predictable through the system processes are aligned;
- Can optimize performance through effective management processes, and to optimize the efficient use of resources and reduce barriers to cross-functional;
- Allows organizations to give confidence to interested parties related to the consistency, effectiveness and efficiency.
Actions that may be
some measures that might be taken by the organization include:
- Being able to determine the purpose of the system and processes needed to achieve them;
- Able to establish authority, responsibility and accountability for managing the process;
- Can understand the organizational capability and determine resource constraints prior to action;
- Interdependence can determine and analyze the effect of the modification process to the individual processes in the system as a whole;
- Able to Manage processes and linkages as a system to achieve the organization’s quality objectives effectively and efficiently;
- Able to ensure the necessary information is available to operate and improve the process, and to monitor, analyze and evaluate the performance of the overall system;
- Being able to manage the risks that may affect the output of the process and the overall results of the QMS.
It is the fourth principle of the 7 Principles of Quality Management , and no change in this point. 8 principles previously stated:
“A desired result is achieved more efficiently when activities and related resources are managed as a process.”
7 Principles of Quality Management states:
“The results are consistent and predictable achieved more effectively and efficiently when activities conceived and managed as a process interrelated functions as a system that koherensif. “
the process that causes the dynamic processes within an organization should be structured to achieve certain goals. Act most efficiently and effectively to assist us in defining the activities to achieve the desired results assist us in establishing responsibility and accountability are clear to manage the activity. This key helps us in analyzing and measuring the activity and assist us in identifying an organization functions. This key also help in evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
Quality Management System is built by connecting processes that are related to one another to give the purpose of the system which is the satisfaction of interested parties. Because it helps us in structuring the system to achieve organizational goals in a way that is most effective and efficient and understanding the dependencies between the processes of the system. It also helps us to provide a better understanding of the roles and responsibilities necessary to achieve common objectives and thereby reducing cross-functional barriers and targeting and defining how specific activities within a system should operate.
- Principle 5 – Increased
Successful organizations have an ongoing focus on improvement.
improvement is important for an organization to maintain a level of performance that reacts to changes in internal and external conditions and creates new opportunities.
- Improving the performance of processes, organizational capabilities and customer satisfaction;
- The ability to focus the investigation on the root causes and followed by preventive and corrective actions;
- The ability to anticipate and react to internal and external risks and increase opportunities;
- Ability consideration of incremental improvement and increasing innovation;
- Increase knowledge for the improvement.
Actions that may
Some possible actions that organizations can do is as follows:
- Can promote the formation of improvement objectives at all levels of the organization;
- Can educate and train people at all levels on how to apply the basic tools and methodologies to achieve the goal of improvement;
- Can ensure a competent person to successfully promote improvement projects;
- Can develop and deploy processes to implement improvement projects across the organization;
- Be able to search, review and clicking audit planning, execution, completion and results of improvement projects;
- Can integrate consideration of an increase in the development of processes, products and or services;
This is the fifth principle of the Principles of Quality Management and can be mapped on to the sixth principle of the eight Quality Management Principles “Continual Improvement” . The term “Continual Improvement” has turned into “Improvement”. The fifth principle of the eight Quality Management Principles, namely “System approach to management” has been omitted in the 7 Principles of Quality Management . 8 Quality Management Principles states:
“Continual improvement of the organization’s overall performance should be a permanent goal of the organization.”
Quality Management Principles states:
“Successful organizations have an ongoing focus on improvement.”
Improvements is the increased efficiency and effectiveness of the organization. organizations must Employing a consistent organization-wide approach to improvement of organizational tools repair. the organization must provide people with training in the methods and tools repair. organizations should make improvement of products, processes, and systems objectives for each individual in the organization. organizations should Establish goals to guide and lead.
- Principle 6 – Decision-making based on evidence
The decision is based on the analysis and evaluation of data and information is more likely to produce the desired results.
Decision-making can be a complex process and often involve multiple types and sources of input, as well as the subjective interpretations. It is important to understand the relationship of cause and effect as well as unintended consequences. Facts, evidence and analysis of data leads to greater objectivity and confidence in the decisions made.
- Improvements in the decision making process;
- Improvement in the performance appraisal process and the ability to achieve goals;
- Increasing the effectiveness and efficiency of operations;
- Increased ability to review and change opinions and decisions;
- Improved ability to demonstrate the effectiveness of the decisions in the past.
Actions that may
Some possible actions that organizations can take include:
- Can determine, measure and monitor the key indicators to demonstrate the performance of the organization;
- Can make all the necessary data available to relevant persons;
- Can ensure that data and information are sufficiently accurate, reliable and secure;
- Can analyze and evaluate data and information with appropriate methods;
- Can ensure a competent person to analyze and evaluate the necessary data;
- Can make decisions and take action based on the evidence, balanced with experience and intuition.
This is the sixth of seven Quality Management Principles , and can be mapped to the seventh of the eight principles of quality “factual approach to decision-making”. The term “Factual approach to decision-making” has been changed to “evidence-based decision making” . The fifth principle of the 8 Principles of Quality Management “systems approach to management” no longer exists in the 7 Principles of Quality Management . 8 Principles of Quality Management states:
“Effective decisions are based on the analysis of data and information.”
7 Principles of Quality Management stated:
“The decision is based on the analysis and evaluation of data and information is more likely to produce the desired results.”
Evidence is information that shows or proves that something exists or is true. Evidence can be collected by observation, measurement, test, or by using other suitable methods. Every decision must be based on evidence. the organization must ensure the availability of data / information that is sufficiently accurate and reliable. the organization must make the data accessible to those who need it. Organizations need to analyze the data using the tool .Organisai organizations also have to make decisions and take actions based on the analysis of the data are balanced with experience and intuition.
- Principle 7 – Management Relations
For sustained success, organizations manage their relationships with stakeholders, such as suppliers.
Interested parties affect the performance of the organization. Sustainable success is more likely to be achieved when an organization to manage relationships with stakeholders to optimize their impact on performance. management of relationships with suppliers and partner networks are often of particular importance
- There is a performance improvement of organizations and relevant stakeholders to respond to the opportunities and constraints associated with each of the parties concerned;
- There is a common understanding of the goals and values of the parties concerned;
- There is an increase in creating value for stakeholders by sharing resources and competencies and manage quality related risks;
- There is a supply chain managed by either providing a steady stream of products and services.
Actions that may
Some of the actions that may be performed by the organization:
- Can determine the relevant interested parties (such as vendors, partners, customers, investors, employees or the community as a whole) and their relationship with the organization;
- Can determine and prioritize stakeholder relationships that need to be managed;
- Can build relationships that balance short-term gains with long-term considerations;
- Can gather and share information, expertise and resources with relevant stakeholders;
- Can measure performance and provide performance feedback to stakeholders, as appropriate, to enhance improvement initiatives. It can build development activities and increased collaboration with providers, partners and other interested parties;
- To encourage and recognize improvements and achievements by providers and partners.
This is the seventh principle of the 7 Principles of Quality Management and can be mapped into the eight principles of Quality Management Principle 8 that “mutually beneficial supplier relationships”. The term “mutually beneficial supplier relationships”has turned into “Relationship Management” . The fifth principle of the 8 Principles of the Quality Management “systems approach to management” no longer exists in the 7 Principles of Quality Management . 8 Principle previously stated:
” An organization and its suppliers are interdependent and a mutually beneficial relationship increases the ability of both to create value.” 7 Principles of Quality Management states: “For sustained success, organizations manage their relationships with stakeholders, such as suppliers.”
an interested party is the person or group that has a stake in the success or performance of an organization. interested parties can be directly influenced by the organization concerned about its performance. Interested parties can come from inside or outside the organization.
Examples of interested parties including customers, suppliers, owners, partners, employees, unions, bankers, or members of the public. interested parties are also referred to as stakeholders (Stakeholders). Management relationships with stakeholders means sharing knowledge, vision, values, understanding and suppliers are not treated as adversaries organization. Establish a balanced relationship to short-term gains with long-term considerations.
The organization shall identify and select major suppliers and there are clear and open communication with shareholders and can share information and future plans. Organizations must be able to establish joint development and improvement activities and inspire, encourage improvements and achievements by suppliers.