Key Concept

Eight Quality Management Principles

1. Customer Focus
2. Leadership
3. Involvement of People
4. Process Approach
5. System Approach to Management
6. Continual Improvement
7. Factual Approach to Decision
Making
8. Mutually Beneficial Supplier
Relationship

SPI / RSA 1
Key Concept : 8 QMP

1. Customer Focus
Organizations depend on their customer’s
and therefore should . . .

- Understand current
and future customer
needs
- Meet customer
requirements
- Strive to exceed
customer expectations

SPI / RSA 2
Key Concept : 8 QMP

2. Leadership
Leaders . . .
- Establish unity of purpose
and direction of the
organization

- Should create and

maintain the internal
environment in which
people can become fully
involved in achieving the
organizations objectives
SPI / RSA 3
Key Concept : 8 QMP

3. Involvement of People

♦ Personnel at all levels are

the essence of an
organization

♦ Their full involvement

enables their abilities to
be used for the
organization’s main
benefit

SPI / RSA 4
Key Concept : 8 QMP

4. Process Approach
♦ A desired result is achieved Continual Improvement of
more efficiently when activities QMS
and related sources are
Product
managed as a process

Customer Requirements
Realization

Customer Satisfaction
Measurement
5. System Approach Resource
Management
Analysis &
Improvement

to Management
♦ Identifying, understanding, and
Management
managing inter-related Responsibility

processes as a system
contributes to the organization’s
effectiveness and efficiency in
achieving
its objectives

SPI / RSA 5
Key Concept : 8 QMP

The Process Approach

Process …

Controls
- Any activity (of
transformation) that
receives inputs,
converts them to
Process
outputs, utilizing Input (Transformation ) Output
resources and controls

- All activities within the

Resources
QMS can be viewed as
interrelated processes

SPI / RSA 6
Key Concept : 8 QMP
The Process Model
Continual Improvement of System

Satisfaction
Management
Responsibility
CUSTOMER

CUSTOMER
Measurement
Resource
Management QMS Analysis &
Improvement
Requirements

Product
Realization Product

SPI / RSA 7
Key Concept : 8 QMP

6. Continual Improvement
♦ This should be a permanent
objective of the organization
7. Factual Approach to
Decision Making
♦ Effective decisions are based on
the analysis of data and information

8. Mutually Beneficial
Supplier Relationships
♦ An organization and its suppliers
are interdependent, and a mutually
beneficial relationship enhances
the ability of both to create value

SPI / RSA 8
Key Concept : 8 QMP

Continual Improvement Overview …

♦ An explicit requirement of ISO
9001:2000 (clause 8.5.1)
♦ Means continual improvement of
process, products and/or services
♦ Organization must measure, monitor,
and analyze its process regularly to
achieve continual improvement
♦ Requires commitment from top
management that is expressed in the
quality policy and the quality
objectives
♦ Required as an output of
management review
♦ Accomplished through policy,
planning and practice
SPI / RSA 9
Key Concept : 8 QMP

Continual Improvement
Steps …
♦ Identify reason for improvement
♦ Select the area for improvement
♦ Look for existing conditions
♦ Evaluate the existing efficiency of
the process
♦ Identify recurring problems
♦ Select a problem
♦ Set targets for improvement
♦ Identify and verify the origin
♦ Identify possible solutions
♦ Explore alternatives
♦ Implement improvements which will
eliminate the root cause and
prevent recurrence
SPI / RSA 10
Key Concept : 8 QMP

Continual Improvement
Measurement & Improvement …

♦ Demonstration of
improvement is
required. The
monitoring of customer
activity maybe used to
assist in the
measurement of
process and product
improvement
SPI / RSA 11
Key Concept : 8 QMP

Continual Improvement
Improvement Tools and Techniques
♦ Brainstorming
♦ Pareto Analysis
♦ Cause and Effect
Diagram
♦ Statistical Process
Control (SPC)
♦ Cost of Quality
♦ Failure Mode and
Effect Analysis
SPI / RSA 12
Key Concept : 8 QMP

Continual Improvement
Analysis of Data
♦ Determine, collect and analyze
appropriate data in order to
specify where continual
improvement of the quality
management system can be
implemented

♦ Substantial positive returns

- customer satisfaction
- product conformance
( product / process
characteristics / trends )
- suppliers
SPI / RSA 13
 Continual Improvement
Sources of Evidence
♦ Quality objectives related to
customer complaints
♦ Complaints log
♦ Minutes of investigation meetings
into root causes of problems
♦ Minutes of brainstorming meetings
♦ Minutes of meeting with customer
♦ Corrective action reports
♦ Preventive action reports
♦ Data analysis reports
♦ Customer satisfaction reports
♦ Supplier meeting reports
♦ Process analysis and improvement
reports

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