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1) Customer Focused
Organization
Take care of the customer first.
Companies that focus their energies on customers outperform those
that are inwardly focused. Customers don’t reward their suppliers
for simply following a procedure. You depend on your customers. You
should understand their requirements and expectations and work to
exceed them.
2)Leadership
Top management should be leaders.
Continual improvement and increased customer satisfaction are
attainable when led by top management. Leaders provide direction and
make sure everyone is steering the same course.
3) Involvement of people
People make quality a reality. The
folks that do the work must know what their customer expects. And,
everyone works toward the same goal … the customer’s satisfaction.
4) Process Approach
Plan and setup work the way it
naturally flows. When operations and departments work together
toward the same goals there is a structure for managing and
improving. The whole must be greater than the sum of its parts.
5) System Approach to
Management
A company will be more effective
if they manage a system of interacting processes. Managing
each process as standalone operations causes conflicts among
processes because they work toward individual goals and not what the
customer wants.
6) Continual Improvement
Being world class isn’t achieved
by accepting the status quo. Small improvements made on an ongoing
basis makes world class a reality.
7) Factual Approach to Decision
Making
Decisions about change are based
on empirical information. Wishing something better doesn’t work.
8) Mutually Beneficial Supplier
Relationships
Make
suppliers partners in your efforts and theirs. You depend on
suppliers so you should work toward win-win outcomes. Everybody
prospers.
9 (Bonus Goal) Defect
Prevention
Controlling the input to processes through
goal # 4 emphasizes the importance of good input resulting in good
output. Thereby, theoretically reducing the need to rely on defect
detection methods.
More information on these pages
What is ISO 9000?
What is ISO 9001?
What is ISO 9004?
What is ISO 19011?
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