The 8 Principles of Quality

  1. Customer Focus

    • Companies depend on customers therefore need to understand current and future customer needs.
    • Ensuring company objectives are in line with customer needs and expectations
    • Communicating customer needs and expectations throughout the company
    • Measuring customer satisfaction and acting on results
    • Systematically managing customer relationships
  2. Leadership

    • Leaders establish an internal environment where people can become fully involved in achieving the company’s objectives
    • Considering the needs of all interested parties i.e. customers, suppliers, employees etc.
    • Setting challenging goals and targets
    • Providing people with resources and training
    • Inspiring, encouraging and recognising peoples contributions
  3. Involvement of People

    • People are the basis of a company and their abilities should be used for the company’s benefit
    • People understanding the contribution of their role in the company
    • People identifying constraints on their performance
    • People evaluating their performance against goals and objectives
    • People openly discussing problems and issues
  4. Process Approach

    • Desired results are achieved when activities and related resources are managed as a process
    • Defining the activities to obtain a desired result
    • Establishing responsibilities and accountability for managing key activities
    • Focussing on factors such as resources, methods and materials to improve key activities at the company
    • Evaluating risks, consequences and impacts on customers, suppliers and other interested parties
  5. System Approach to Management

    • Understanding and managing inter-related processes as a system contributes to the company’s effectiveness and efficiency in achieving its objectives
    • Structuring the system to achieve the company’s objectives in the most efficient way
    • Understanding the interdependencies between the processes of the system
    • Continually improving the system through measurement and evaluation
  6. Continual Improvement

    • Continual improvement of the company’s overall performance should be a permanent objective
    • Employing a consistent companywide approach to continual improvement of the company’s performance
    • Establishing measures to track continual improvement
    • Recognising and acknowledging improvement
  7. Factual Approach to decision Making

    • Effective decisions are based on the analysis of data and information
    • Ensuring that data and information are sufficiently accurate and reliable
  8. Mutually Beneficial Supplier Relationships

    • The company and its suppliers are interdependent and a mutually beneficial relationship enhances the ability to create value
    • Identifying and selecting key suppliers

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