The document discusses key principles of ISO 9001:2015 quality standards. It outlines 8 quality principles: customer focus, leadership, involvement of people, a process approach, improvement, evidence-based decision making, mutually beneficial supplier relationships. It emphasizes understanding customer needs and exceeding their expectations. Organizations should consider current and future customer requirements and feedback to translate them into technical specifications and deliver quality products and services.

1. Quality Principles
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2. Module 2
Understanding Quality
Principles in ISO 9001:2015
Module 2
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3. In this session, you will:
 Understand key changes in ISO 9001:2015
 Learn 8 key quality principles of the standards
 Learn the characteristics of customer-focused organization
 Understand important aspect of leadership to establish a purpose and direction of
the company
 Learn changes from the elements to processes in ISO 9001:2015
Objectives
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4. Content
 ISO9001:2015 – Key Principles
 Key changes
 ISO 9001:2015 Quality Principles
 Customer Centric View
 Customer Focused Organization
 Leadership
 Involvement of People
 Process Approach
 Process We Need to Manage
 ISO 9001:2015 Process Approach
 Improvement
 Evidence Based Decision Making
 Mutually Beneficial Supplier
Relationships
 Tools for excellence
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5. 5
ISO 9001:2015 – Key Principles
• Typically, an industry sector or group communicates the need for a standard
Respond to a need in the market
• Subject experts negotiate all aspects of the standard, including its scope, key
definitions and content and methodology and hence it provides a global
benchmark
Are based on global expert opinion
• As includes multi stakeholders, it brings a common agreed platform
Developed through a multi-stakeholder process
• Since there is a consensus, its implementation by all stakeholders is easy
Based on a consensus
ISO standards…

6. 6
ISO 9001:2015
Key Changes
Doing away with
quality manual
requirements
Emphasis on
organization
context and risk
based
management
No requirement
of management
representative
New standard
does not make
any reference to
the exclusions
ISO 9001:2015 – Key Changes

7. 7
ISO 9001:2015 – Quality Principles
• Understand current & future customer needs and strive to exceed
expectations.
Customer Focus
• Establish purpose, direction and the environment in which employees can
become fully involved in achieving organizational objectives.
Leadership
• Involve all employees at every level, enabling each person to utilize his/her
abilities to benefit the organization.
Involvement of People
• Use processes to manage resources and activities to achieve efficient
results.
Process Approach
• An ongoing and permanent objective.Improvement
• Manage by data/fact.Factual Approach to Decision Making
• Create value by developing mutually beneficial & interdependent
partnerships.
Mutually Beneficial Supplier
Relationships

8. 8
Customer Centric View
This is highlighted explicitly by including a clause statement:
“Organizations depend on their customers and therefore should
understand current and future customer needs, should meet customer
requirements and strive to exceed customer expectations.”

9. 9
Customer Centric View
•Consider current and future needs of the customer
and strive to exceed their expectations
Customer Needs
and Expectations
•Their requirements
•Perceptions
•Expectations
•And complaints
Voice of the
Customer
•The standard guides through a process
•To understand the needs of the customer
•And convert the needs into a set of design and
manufacturing or service requirements
Standardized
Process

10. 10
Customer Centric View
Prioritize spoken and unspoken customer wants
and needs.
Translate these needs into technical
characteristics and specifications.
Build and deliver a quality product or service by
focusing everybody toward customer
satisfaction.
Organization will have to strive to:

11. 11
Customer Centric View
How are customer requirements, expectations and preferences determined?
How are key product/service features determined and are they relevant to the customer?
What is the company’s approach to listening and learning from customers and potential customers,
and is it updated with changes in the marketplace?
How is information collected from the customer used to understand and anticipate needs and
opportunities?
Organization will have to address…

12. 12
Check Your Understanding
Customer satisfaction
Employee satisfaction
Skill enhancement
Environmental issues
The objective of ISO 9000 Quality Management is:

13. In this lesson, you learned that:
 ISO standards…
 Respond to a need in the market
 Are based on global expert opinion
 Developed through a multi-stakeholder process
 Based on a consensus
 The key quality principles are:
 Customer focus
 Leadership
 Involvement of people
 Process approach
 Improvement
 Factual approach to decision making
 Mutually beneficial supplier relationships
 The major components of a Quality Management System are:
 Customer needs and expectations
 Voice of the customer
 Standardized process
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Summary