Quality Principles Lecture PDF

Principles of quality 1- Customer focus The primary focus of quality management is to meet customer requirements and to exceed customer expectations  Key benefits Actions Increased customer Recognize direct and indirect satisfaction custo...

Principles of quality 1- Customer focus The primary focus of quality management is to meet customer requirements and to exceed customer expectations  Key benefits Actions Increased customer Recognize direct and indirect satisfaction customers as those who receive value from the organization. Improved customer loyalty Understand customers’ Expanded customer base current and future needs and expectations. Measure and monitor customer satisfaction and take appropriate actions. 2. Leadership Leaders establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives.  Key benefits Actions you can take Better coordination of the Establish a culture of trust and organization’s processes. integrity. Improvement of the capability Ensure that leaders at all levels are of the organization and its people positive examples to people in the to deliver desired results. organization. 3. Engagement of people Competent and empowered people at all levels throughout the organization are essential to enhance its capability to create and deliver value  Key benefits Actions you can take Improved process performance Promote improvement of and customer satisfaction objectives at all levels Educate and train people at all levels on how to apply basic tools and methodologies to achieve improvement objectives 4. Process approach Consistent and predictable results are achieved more effectively when activities are understood and managed as Interrelated processes that function as a coherent system  Key benefits Actions Enhanced ability to focus effort on Define objectives of the system and key processes and opportunities processes necessary to achieve for improvement them. Predictable outcomes through a Establish authority, responsibility system of aligned processes and accountability for managing Optimized performance through processes. effective management and efficient Ensure the necessary information use of resources is available to operate , improve and monitor the performance of the overall system. Manage risks that can affect outputs of the processes and 5. Improvement Successful organizations have an ongoing focus on improvement  Key benefits Actions Improved process performance Ensure people are competent to and customer satisfaction successfully promote and complete improvement projects 6. Evidence-based decision making Decisions based on the analysis and evaluation of data and information are more likely to produce desired results 7. Relationship management For sustained success, an organization manages its relationships with interested parties Thank you  Key benefits Actions you can take Enhanced performance of the Determine relevant interested organization related to each parties (such as suppliers, interested party customers, employees, and society) and their relationship with the organization Measure performance and provide performance feedback to interested parties