This document introduces the seven quality management principles (QMPs) that ISO 9000, ISO 9001, and related quality management standards are based upon. The seven QMPs are customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making, and relationship management. For each principle, the document provides a statement, rationale, key benefits, and examples of actions organizations can take to apply that principle.
roducing quality work (the first time) means quality is built into the processes for producing products or providing services, and continual improvement measures are taken to ensure the processes work every time. Employees are empowered to make decisions to improve a process and are provided with continual training to develop their skills.
Culture is an integral part of an organization and Quality is one of the key focus of current business environment.Thus creating a need of changing existing traditional culture in to a quality culture.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/total-quality-process-tqp-349
Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.
Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts.
NO. OF SLIDES = 83
LEARNING OBJECTIVES
1. Explain the Principles of Quality
2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
9. Understand a manager's role in quality improvement
roducing quality work (the first time) means quality is built into the processes for producing products or providing services, and continual improvement measures are taken to ensure the processes work every time. Employees are empowered to make decisions to improve a process and are provided with continual training to develop their skills.
Culture is an integral part of an organization and Quality is one of the key focus of current business environment.Thus creating a need of changing existing traditional culture in to a quality culture.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/total-quality-process-tqp-349
Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.
Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts.
NO. OF SLIDES = 83
LEARNING OBJECTIVES
1. Explain the Principles of Quality
2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
9. Understand a manager's role in quality improvement
"Culture of Quality" Plenary Presentation
Mary Oates, Vice President, Global Quality Operations, Pfizer
From the ISPE/FDA Co-sponsored Redefining the "C" in CGMP Conference
Culture of Quality Can Accelerate Growth and Performance in the EnterpriseASQ
A culture of quality starts with a common language that an organization uses to talk about how it meets the needs of its customers and ensures its customers or clients are satisfied.
Like all cultures, a quality culture is built around shared values and is embodied within the organizations. Those values are illustrated through the stories an organization tells about quality and the actions it takes to ensure everyone knows the importance of quality, from the governance to the measurement to the training.
When these stories, actions and value are instilled through every level of an organization, a culture of quality is created.
"Culture of Quality: Accelerating Growth and Performance in the Enterprise" explores the key components of a successful culture of quality. This first-of-its-kind global study offers actionable insight into how a quality-driven culture can accelerate business performance.
Download the free report and learn more about the research here: www.cultureofquality.org.
Total Quality Management (TQM) was originated in 1950s and the historical evolution of TQM as can categorized in four stages. i.e. Quality Inspection, Quality Control, Quality Assurance and Total Quality Management. Total Quality means the attitude, organization and culture of the company which strives to satisfy the customer needs with their products and services. It is method by which management and its employees get involved in the continuous improvement of the production of goods or services. For this reason, quality and managements tools are combined together and aimed at growing business and reducing the losses caused due to wasteful or inefficient practices.
Quality Management Principles
Quality Management System(QMS)
Total Quality Management(TQM)
ISO
ISO 9000
PPT
Seven Quality Management Principles
Customer Focus
Leadership
Engagement of People
Process Approach
Improvement
Evidence-Based Decision Making
Relationship Management
Statement
Rationale
Key benefits
quality assurance
quality control
gmp
"Culture of Quality" Plenary Presentation
Mary Oates, Vice President, Global Quality Operations, Pfizer
From the ISPE/FDA Co-sponsored Redefining the "C" in CGMP Conference
Culture of Quality Can Accelerate Growth and Performance in the EnterpriseASQ
A culture of quality starts with a common language that an organization uses to talk about how it meets the needs of its customers and ensures its customers or clients are satisfied.
Like all cultures, a quality culture is built around shared values and is embodied within the organizations. Those values are illustrated through the stories an organization tells about quality and the actions it takes to ensure everyone knows the importance of quality, from the governance to the measurement to the training.
When these stories, actions and value are instilled through every level of an organization, a culture of quality is created.
"Culture of Quality: Accelerating Growth and Performance in the Enterprise" explores the key components of a successful culture of quality. This first-of-its-kind global study offers actionable insight into how a quality-driven culture can accelerate business performance.
Download the free report and learn more about the research here: www.cultureofquality.org.
Total Quality Management (TQM) was originated in 1950s and the historical evolution of TQM as can categorized in four stages. i.e. Quality Inspection, Quality Control, Quality Assurance and Total Quality Management. Total Quality means the attitude, organization and culture of the company which strives to satisfy the customer needs with their products and services. It is method by which management and its employees get involved in the continuous improvement of the production of goods or services. For this reason, quality and managements tools are combined together and aimed at growing business and reducing the losses caused due to wasteful or inefficient practices.
Quality Management Principles
Quality Management System(QMS)
Total Quality Management(TQM)
ISO
ISO 9000
PPT
Seven Quality Management Principles
Customer Focus
Leadership
Engagement of People
Process Approach
Improvement
Evidence-Based Decision Making
Relationship Management
Statement
Rationale
Key benefits
quality assurance
quality control
gmp
Capital Investment Case Waterways Corporation is a private.docxhacksoni
Capital Investment Case
Waterways Corporation is a private company providing irrigation and drainage products
and services for residential, commercial, and public sector projects, including farms,
parks, and sports fields. It has a plant located in a small city north of Toronto that
manufactures the products it markets to retail outlets across Canada. It also maintains a
division that provides installation and warranty servicing in the Greater Toronto Area.
The mission of Waterways is to manufacture quality parts that can be used for effective
water management, be it drainage or irrigation. The company hopes to satisfy its
customers with its products, provide rapid and responsible service, and serve the
community and the employees who represent it in each community.
Waterways puts much emphasis on cash flow when it plans for capital investments. The
company chose its discount rate of 8% based on the rate of return it must pay its
owners and creditors. Using that rate, Waterways then uses different methods to
determine the best decisions for making capital outlays.
In 2020 Waterways is considering buying five new backhoes to replace the backhoes it
now has at its installation and training division. The new backhoes are faster, cost less
to run, provide for more accurate trench digging, have comfort features for the
operators, and have associated one-year maintenance agreements. The old backhoes
are working well, but they do require considerable maintenance. The operators are very
familiar with the old backhoes and would need to learn some new skills to use the new
equipment.
The following information is available to use in deciding whether to purchase the new
backhoes.
Old Backhoes New Backhoes
Purchase cost when new $90,000 $200,000
Salvage value now $42,000 None
Investment in major overhaul needed in next year $55,000 None
Salvage value in 8 years None $ 50,000
Remaining life 8 years 8 years
Net cash flow generated each year $25,250 $ 41,000
Instructions
a. Using the following methods, evaluate whether to purchase the new equipment or
overhaul the old equipment. (Hint: For the old machine, the initial investment is the cost
of the overhaul. For the new machine, subtract the salvage value of the old machine to
determine the initial cost of the investment.) Ignore income taxes in your analysis.
1. Use the net present value method for buying new or keeping the old.
2. Use the payback method for each choice. (Hint: For the old machine, evaluate the
payback of an overhaul.)
3. Compare the profitability index for each choice.
4. Compare the internal rate of return for each choice to the required 8% discount rate.
b. Are there any intangible benefits or negatives that would influence this decision?
c. What decision would you make and why?
Capital Investment CaseInstructions
quality
Quality management
principles
http://www.iso.org
This document introduces seven quality .
“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives”.
William A. Foster
6th sem b pharma QC,QA
pharmaceutical quality assurance
Quality Management System
Introduction to ISO 9000
Eight Quality Management Principles
ISO 9000 Series
Advantages
Clauses
Introduction to ISO 14000
Standards under ISO 14000 series
NABL accreditation ( National Accreditation Board for Testing and Calibration Laboratories)
Function of NABL
Process of NABL
Culture of quality workshop - Qualsys Training WorkshopQualsys Ltd
Establish and nurture a culture of quality within your organisation with this quality culture training.
More tools and resources at https://quality.eqms.co.uk/culture-of-quality-toolkit
The slides contain:
- How to sustain a culture of quality
- Culture of quality and continuous improvement
- Culture of quality vision statement
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
2. This document introduces seven
quality management principles (QMPs).
ISO 9000, ISO 9001 and related
ISO quality management standards
are based on these seven QMPs.
One of the definitions of a “principle” is that it is a basic belief,
theory or rule that has a major influence on the way in which
something is done. “Quality management principles” are a set
offundamentalbeliefs,norms,rulesandvaluesthatareaccepted
as true and can be used as a basis for quality management.
The QMPs can be used as a foundation to guide an organization’s
performance improvement. They were developed and updated
by international experts of ISO/TC 176, which is responsible for
developingandmaintainingISO’squalitymanagementstandards.
This document provides for each QMP :
• Statement : Description of the principle
• Rationale : Explanation of why the principle is important
for the organization
• Keybenefits :Examplesofbenefitsassociatedwiththeprinciple
• Actions you can take : Examples of typical actions to improve
the organization’s performance when applying the principle
The seven quality management principles are :
QMP 1 - Customer focus
QMP 2 - Leadership
QMP 3 - Engagement of people
QMP 4 - Process approach
QMP 5 - Improvement
QMP 6 - Evidence-based decision making
QMP 7 - Relationship management
Theseprinciplesarenotlistedinpriorityorder.Therelativeimportance
ofeachprinciplewillvaryfromorganizationtoorganizationandcan
beexpectedtochangeovertime.
3. 1 QMP
Customer focus
Statement
The primary focus of quality management
is to meet customer requirements and to strive
to exceed customer expectations.
Rationale
Sustained success is achieved when an
organization attracts and retains the confidence
of customers and other interested parties.
Every aspect of customer interaction provides
an opportunity to create more value for the cus-
tomer.Understandingcurrentandfutureneedsof
customersandotherinterestedpartiescontributes
to sustained success of the organization.
Key benefits
• Increased customer value
• Increased customer satisfaction
• Improved customer loyalty
• Enhanced repeat business
• Enhanced reputation of the organization
• Expanded customer base
• Increased revenue and market share
Actions you can take
• Recognize direct and indirect customers as those
who receive value from the organization.
• Understand customers’ current and future needs
and expectations.
• Link the organization’s objectives to customer
needs and expectations.
• Communicate customer needs and expectations
throughout the organization.
• Plan, design, develop, produce, deliver and
support goods and services to meet customer
needs and expectations.
• Measure and monitor customer satisfaction
and take appropriate actions.
• Determine and take actions on interested
parties’ needs and expectations that can affect
customer satisfaction.
• Actively manage relationships with customers
to achieve sustained success.
4. 2 QMP
Leadership
Statement
Leaders at all levels establish unity of pur-
pose and direction and create conditions
in which people are engaged in achieving
the organization’s quality objectives.
Rationale
Creation of unity of purpose and direc-
tion and engagement of people enable
an organization to align its strategies,
policies,processesandresourcestoachieve
its objectives.
Key benefits
• Increased effectiveness and efficiency
in meeting the organization’s quality
objectives
• Better coordination
of the organization’s processes
• Improved communication between
levels and functions of the organization
• Development and improvement
of the capability of the organization
and its people to deliver desired results
Actions you can take
• Communicate the organization’s mission, vision,
strategy, policies and processes throughout
the organization.
• Create and sustain shared values, fairness
and ethical models for behaviour at all levels
of the organization.
• Establish a culture of trust and integrity.
• Encourage an organization-wide commitment
to quality.
• Ensure that leaders at all levels are positive
examples to people in the organization.
• Provide people with the required resources,
training and authority to act with accountability.
• Inspire, encourage and recognize people’s
contribution.
5. 3 QMP
Engagement of people
Statement
Competent,empoweredandengagedpeopleatalllevelsthroughout
the organization are essential to enhance its capability to create
and deliver value.
Rationale
To manage an organization effectively and efficiently, it is important
to involve all people at all levels and to respect them as individuals.
Recognition, empowerment and enhancement of competence
facilitate the engagement of people in achieving the organization’s
quality objectives.
Key benefits
• Improved understanding
of the organization’s quality objectives
by people in the organization
and increased motivation to achieve them
• Enhanced involvement of people
in improvement activities
• Enhanced personal development,
initiatives and creativity
• Enhanced people satisfaction
• Enhanced trust and collaboration
throughout the organization
• Increased attention to shared values
and culture throughout the organization
Actions you can take
• Communicate with people to promote
understanding of the importance
of their individual contribution.
• Promote collaboration throughout
the organization.
• Facilitate open discussion and sharing
of knowledge and experience.
• Empower people to determine constraints
to performance and to take initiatives
without fear.
• Recognize and acknowledge people’s
contribution, learning and improvement.
• Enable self-evaluation of performance
against personal objectives.
• Conduct surveys to assess people’s
satisfaction, communicate the results,
and take appropriate actions.
6. 4 QMP
Process approach
Statement
Consistent and predictable results are achieved
more effectively and efficiently when activities
are understood and managed as interrelated
processes that function as a coherent system.
Rationale
The quality management system consists of inter-
related processes. Understanding how results are
produced by this system enables an organization
to optimize the system and its performance.
Key benefits
• Enhanced ability to focus effort on key processes
and opportunities for improvement
• Consistent and predictable outcomes through
a system of aligned processes
• Optimized performance through effective
process management, efficient use of resources,
and reduced cross-functional barriers
• Enabling the organization to provide confidence
to interested parties as to its consistency,
effectiveness and efficiency
Actions you can take
• Define objectives of the system and processes necessary to achieve them.
• Establish authority, responsibility and accountability
for managing processes.
• Understand the organization’s capabilities and determine resource
constraints prior to action.
• Determine process interdependencies and analyse the effect
of modifications to individual processes on the system as a whole.
• Manage processes and their interrelations as a system to achieve
the organization’s quality objectives effectively and efficiently.
• Ensure the necessary information is available to operate and improve
the processes and to monitor, analyse and evaluate the performance
of the overall system.
• Manage risks that can affect outputs of the processes and overall
outcomes of the quality management system.
7. 5 QMP
Improvement
Statement
Successful organizations have an ongoing focus
on improvement.
Rationale
Improvementisessentialforanorganizationtomaintain
current levels of performance, to react to changes
in its internal and external conditions and to create
new opportunities.
Key benefits
• Improved process performance, organizational
capabilities and customer satisfaction
• Enhanced focus on root-cause investigation
and determination, followed by prevention
and corrective actions
• Enhanced ability to anticipate and react
to internal and external risks and opportunities
• Enhanced consideration of both incremental
and breakthrough improvement
• Improved use of learning for improvement
• Enhanced drive for innovation
Actions you can take
• Promote establishment of improvement
objectives at all levels of the organization.
• Educate and train people at all levels on
how to apply basic tools and methodologies
to achieve improvement objectives.
• Ensure people are competent to successfully
promote and complete improvement projects.
• Develop and deploy processes to implement
improvement projects throughout
the organization.
• Track, review and audit the planning,
implementation, completion and results
of improvement projects.
• Integrate improvement considerations into
the development of new or modified goods,
services and processes.
• Recognize and acknowledge improvement.
8. 6 QMP
Evidence-based
decision making
Statement
Decisions based on the analysis and evaluation
ofdataandinformationaremorelikelytoproduce
desired results.
Rationale
Decision making can be a complex process, and
it always involves some uncertainty. It often
involves multiple types and sources of inputs,
as well as their interpretation, which can
be subjective. It is important to understand
cause-and-effect relationships and potential
unintended consequences. Facts, evidence
and data analysis lead to greater objectivity
and confidence in decision making.
Key benefits
• Improved decision-making processes
• Improved assessment of process performance
and ability to achieve objectives
• Improved operational effectiveness
and efficiency
• Increased ability to review, challenge
and change opinions and decisions
• Increased ability to demonstrate
the effectiveness of past decisions
Actions you can take
• Determine, measure and monitor
key indicators to demonstrate
the organization’s performance.
• Make all data needed available
to the relevant people.
• Ensure that data and information
are sufficiently accurate, reliable
and secure.
• Analyse and evaluate data
and information using suitable
methods.
• Ensure people are competent
to analyse and evaluate data
as needed.
• Make decisions and take actions
based on evidence, balanced with
experience and intuition.
9. 7 QMP
Relationship
management
Statement
For sustained success, an organization manages its
relationshipswithinterestedparties,suchassuppliers.
Rationale
Interestedpartiesinfluencetheperformanceofanorgan-
ization. Sustained success is more likely to be achieved
when the organization manages relationships with all
of its interested parties to optimize their impact on its
performance. Relationship management with its sup-
plier and partner networks is of particular importance.
Key benefit
• Enhanced performance of the organization
and its interested parties through responding
to the opportunities and constraints related to each
interested party
• Common understanding of goals and values among
interested parties
• Increased capability to create value for interested
parties by sharing resources and competence
and managing quality-related risks
• A well-managed supply chain that provides a stable
flow of goods and services
Actions you can take
• Determine relevant interested parties
(such as suppliers, partners, customers,
investors, employees, and society as a whole)
and their relationship with the organization.
• Determine and prioritize interested party relationships
that need to be managed.
• Establish relationships that balance short-term gains
with long-term considerations.
• Pool and share information, expertise and resources
with relevant interested parties.
• Measure performance and provide performance
feedback to interested parties, as appropriate,
to enhance improvement initiatives.
• Establish collaborative development and improvement
activities with suppliers, partners and other interested
parties.
• Encourage and recognize improvements
and achievements by suppliers and partners.
10. The next step
This document provides a general perspective
onthequalitymanagementprinciplesunderlying
ISO’s quality management standards. It gives
an overview of these principles and shows how,
collectively,theycanformabasisforperformance
improvement and organizational excellence.
There are many different ways of applying these
quality management principles. The nature
of the organization and the specific challenges
it faces will determine how to implement them.
Many organizations will find it beneficial to set
up a quality management system based on these
principles.
Further information on ISO 9000,
ISO 9001 and related ISO quality
management standards is available
from ISO’s national member bodies
or from the www.iso.org.