ISO 9000:2015 principles of Quality Management

The ISO 9000:2015 and ISO 9001:2015 standards are based on seven quality management principles that senior management can apply to promote organizational improvement.

Customer focus
Understand the needs of existing and future customers
Align organizational objectives with customer needs and expectations
Meet customer requirements
Measure customer satisfaction
Manage customer relationships
Aim to exceed customer expectations
Learn more about the customer experience and customer satisfaction

Establish a vision and direction for the organization
Set challenging goals
Model organizational values
Establish trust
Equip and empower employees
Recognize employee contributions
Learn more about leadership

Engagement of people
Ensure that people’s abilities are used and valued
Make people accountable
Enable participation in continual improvement
Evaluate individual performance
Enable learning and knowledge sharing
Enable open discussion of problems and constraints
Learn more about employee involvement

Process approach
Manage activities as processes
Measure the capability of activities
Identify linkages between activities
Prioritize improvement opportunities
Deploy resources effectively
Learn more about a process view of work and see process analysis tools

Improve organizational performance and capabilities
Align improvement activities
Empower people to make improvements
Measure improvement consistently
Celebrate improvements
Learn more about approaches to continual improvement

Evidence-based decision making
Ensure the accessibility of accurate and reliable data
Use appropriate methods to analyze data
Make decisions based on analysis
Balance data analysis with practical experience
See tools for decision making

Relationship management
Identify and select suppliers to manage costs, optimize resources, and create value
Establish relationships considering both the short and long term
Share expertise, resources, information, and plans with partners
Collaborate on improvement and development activities
Recognize supplier successes
Learn more about supplier quality and see resources related to managing the supply chain

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