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Statement
Statement
The primary focus of quality management Leaders at all levels establish unity of purpose
is to meet customer requirements and to strive and direction and create conditions
in which people are engaged in achieving
to exceed customer expectations
the organizations quality objectives
Rationale
Rationale
Sustained success is achieved when an
Creation of unity of purpose and direction
organization attracts and retains the confidence
and engagement of people enable
of customers and other interested parties.
an organization to align its strategies,
Every aspect of customer interaction provides
policies, processes and resources to achieve
an opportunity to create more value for the customer.
its objectives.
Understanding current and future needs of
customers and other interested parties contributes
to sustained success of the organization. Key benefits
Increased effectiveness and efficiency
in meeting the organizations quality
Key benefits
objectives
Increased customer value
Better coordination
Increased customer satisfaction
of the organizations processes
Improved customer loyalty
Improved communication between
Enhanced repeat business
levels and functions of the organization
Enhanced reputation of the organization
Development and improvement
Expanded customer base
of the capability of the organization
Increased revenue and market share
and its people to deliver desired results
Actions you can take
Actions you can take
Recognize direct and indirect customers as those
Communicate the organizations mission, vision,
who receive value from the organization.
strategy, policies and processes throughout
Understand customers current and future needs
the organization.
and expectations.
Create and sustain shared values, fairness
Link the organizations objectives to customer
and ethical models for behaviour at all levels
needs and expectations.
of the organization.
Communicate customer needs and expectations
Establish a culture of trust and integrity.
throughout the organization.
Encourage an organization-wide commitment
Plan, design, develop, produce, deliver and
to quality.
support goods and services to meet customer
Ensure that leaders at all levels are positive
needs and expectations.
examples to people in the organization.
Measure and monitor customer satisfaction
Provide people with the required resources,
and take appropriate actions.
training and authority to act with accountability.
Determine and take actions on interested
Inspire, encourage and recognize peoples
parties needs and expectations that can affect
contribution.
customer satisfaction.
Actively manage relationships with customers
to achieve sustained success.
Engagement of people Process approach
Statement
Competent, empowered and engaged people at all Statement
levels throughout Consistent and predictable results are achieved
the organization are essential to enhance its capability more effectively and efficiently when activities
to create are understood and managed as interrelated
and deliver value processes that function as a coherent system.
Rationale Rationale
To manage an organization effectively and efficiently, The quality management system consists of interrelated
it is important processes. Understanding how results are
to involve all people at all levels and to respect them produced by this system enables an organization
as individuals. to optimize the system and its performance
Recognition, empowerment and enhancement of
competence Key benefits
facilitate the engagement of people in achieving the Enhanced ability to focus effort on key processes
organizations and opportunities for improvement
quality objectives. Consistent and predictable outcomes through
a system of aligned processes
Key benefits Optimized performance through effective
Improved understanding process management, efficient use of resources,
of the organizations quality objectives and reduced cross-functional barriers
by people in the organization Enabling the organization to provide confidence
and increased motivation to achieve them to interested parties as to its consistency,
Enhanced involvement of people effectiveness and efficiency
in improvement activities
Enhanced personal development, Actions you can take
initiatives and creativity Define objectives of the system and processes necessary to achieve
Enhanced people satisfaction them.
Enhanced trust and collaboration Establish authority, responsibility and accountability
throughout the organization for managing processes.
Increased attention to shared values Understand the organizations capabilities and determine resource
and culture throughout the organization constraints prior to action.
Determine process interdependencies and analyse the effect
Actions you can take of modifications to individual processes on the system as a whole.
Communicate with people to promote Manage processes and their interrelations as a system to achieve
understanding of the importance the organizations quality objectives effectively and efficiently.
of their individual contribution. Ensure the necessary information is available to operate and improve
Promote collaboration throughout the processes and to monitor, analyse and evaluate the performance
the organization. of the overall system.
Facilitate open discussion and sharing Manage risks that can affect outputs of the processes and overall
of knowledge and experience. outcomes of the quality management system.
Empower people to determine constraints
to performance and to take initiatives
without fear.
Recognize and acknowledge peoples
contribution, learning and improvement.
Enable self-evaluation of performance
against personal objectives.
Conduct surveys to assess peoples
satisfaction, communicate the results,
and take appropriate actions
Improvement Evidence-based
Statement
Rationale
Interested parties influence the performance of an
organization. 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 supplier
and partner networks is of particular importance.
Key benefits
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