Quality Management Principles

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Prepared By: Dr. Maged Shaheen

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What is Quality? Quality is achieving sustained customer satisfaction through meeting customer needs and expectations within an organizational environment committed to continual improvement.

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Every Business has its own language. To be quality professional you should acquire quality language. Every Language has its own words and letters. The basic word of the quality language is: “PROCESS” Quality Language

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Output Process Inputs Resources Structures Results Outcomes Quality Management BY Process Concept

Process Approach:

Process Approach Activity Customer’s Satisfaction Customers Requirements Inputs Outcomes Feed Back (Measure) 2 3 4 1 5 6 7 Resources

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Activity Everyone is Customer & Supplier Activity Needs Feedback Supplier Customer Supplier Customer Supplier Customer Needs Feedback Staff A Staff C Supplier-Customer Chain Staff B

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RECOGNITIONS Licensure Certification For Individuals For Organizations Accreditation Award/Prize/Excellence

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CBAHI Standards ….. Established 2006 Joint commission….. Established 1951 European foundation for quality management (EFQM)……. Established 1988 ISO 9000 Examples for quality management system standards

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Basic ( Eight ) Quality Management Principals Customer focused Leadership Involvement of people Process approach System approach to management Continuous improvement Factual approach to decision making Mutually beneficial relationships

"Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations". :

"Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations". Principle 1 Customer-Focused Organization

Steps in application of this principle are: :

Steps in application of this principle are: Understand customer needs and expectations for products, delivery, price, dependability, etc. Ensure a balanced approach among customers and other stake holders (owners, people, suppliers, local communities and society at large) needs and expectations. Communicate these needs and expectations throughout the organization. Measure customer satisfaction & act on results, Manage customer relationships.

"Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives“.:

"Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives“. Principle 2 Leadership

Steps in application of this principle are: :

Steps in application of this principle are: Be proactive and lead by example. Understand and respond to changes in the external environment. Consider the needs of all stake holders including customers, owners, people, suppliers, local communities and society at large. Establish a clear vision of the organization's future. Establish shared values and ethical role models at all levels of the organization.

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Build trust and eliminate fear. Provide people with the required resources and freedom to act with responsibility and accountability. Inspire, encourage and recognize people's contributions. Promote open and honest communication. Educate, train and coach people. Set challenging goals and targets. Implement a strategy to achieve these goals and targets.

"People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit". :

"People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit". Principle 3 Involvement of people

Steps in application of this principle are: :

Steps in application of this principle are: Accept ownership and responsibility to solve problems. Actively seek opportunities to make improvements, and enhance competencies, knowledge and experience. Freely share knowledge & experience in teams. Focus on the creation of value for customers. Be innovative in furthering the organization’s objectives. Improve the way of representing the organization to customers, local communities and society at large. Help people derive satisfaction from Service provided. Make people enthusiastic and proud to be part of the organization.

"A desired result is achieved more efficiently when related resources and activities are managed as a process“.:

"A desired result is achieved more efficiently when related resources and activities are managed as a process“. Principle 4 Process Approach

Steps in application of this principle are: :

Steps in application of this principle are: Define the process to achieve the desired result. Identify and measure the inputs and outputs of the process. Identify the interfaces of the process within the functions of the organization.

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Evaluate possible risks, consequences and impacts of processes on customers, suppliers and other stake holders of the process. Establish clear responsibility, authority, and accountability for managing the process. Identify internal and external customers, suppliers and other stake holders of the process, and When designing processes, consider process steps, activities, flows, control measures, training needs, equipment, methods, information, materials and other resources to achieve the desired result.

"Identifying, understanding and managing a system of interrelated processes for a given objective improves the organization's effectiveness and efficiency“.:

"Identifying, understanding and managing a system of interrelated processes for a given objective improves the organization's effectiveness and efficiency“. Principle 5 System Approach to management

Steps in application of this principle are: :

Steps in application of this principle are: Define the system by identifying or developing the processes that affect a given objective. Structure the system to achieve the objective in the most efficient way. Understand the interdependencies among the processes of the system. Continually improve the system through measurement and evaluation. Estimate the resource requirements and establish resource constraints prior to action.

"Continual improvement should be a permanent objective of the organization." :

"Continual improvement should be a permanent objective of the organization." Principle 6 Continual Improvement

Steps in application of this principle are: :

Steps in application of this principle are: Make continual improvement of products, processes and systems an objective for every individual in the organization. Apply the basic improvement concepts of incremental improvement and breakthrough improvement. Use periodic assessments against established criteria of excellence to identify areas for potential improvement.

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Continually improve the efficiency and effectiveness of all processes. Promote prevention based activities. Provide every member of the organization with appropriate education and training, on the methods and tools of continual improvement such as the Plan-Do-Check-Act cycle , problem solving , process re-engineering, and process innovation. Establish measures and goals to guide and track improvements, and Recognize improvements.

"Effective decisions are based on the analysis of data and information“.:

"Effective decisions are based on the analysis of data and information“. Principle 7 Factual Approach to Decision Making

Steps in application of this principle are: :

Steps in application of this principle are: Take measurements and collect data and information relevant to the objective. Ensure that the data and information are sufficiently accurate, reliable and accessible. Analyze the data and information using valid methods. Understand the value of appropriate statistical techniques, and Make decisions and take action based on the results of logical analysis balanced with experience and intuition.

"An organization and its suppliers are interdependent, and a mutually beneficial relationship enhances the ability of both to create value“.:

"An organization and its suppliers are interdependent, and a mutually beneficial relationship enhances the ability of both to create value“. Principle 8 Mutually Beneficial Supplier Relationship

Steps in application of this principle are: :

Steps in application of this principle are: Identify and select key suppliers. Establish supplier relationships that balance short-term gains with long-term considerations for the organization and society at large. Create clear and open communications.

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Initiate insight development and improvement of products and processes. Establish a clear understanding of customers' needs. Share information and future plans. Recognize supplier methods for improvements and achievements.

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T H A N K Y O U F O R Y O U R A T T E N T I O N