Learn about Total Quality Management


In one of our video tutorial we talked in brief about Quality management principles, let’s see now what these principles are.

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

Ensure that:

  • Organizational objectives are aligned with customer expectations
  • Customer needs are understood throughout the organization
  • Necessary skills and knowledge is available to meet and exceed customer expectation
  • Improvements are integral part of organization’s day-to-day activities

Leadership: Leaders at all levels should establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives.

Ensure that:

  • A clear vision of organization’s future is developed and communicated
  • This vision should be translated into measurable goals
  • Employees are involved in the realization of the goals
  • Organization has motivated and competent employees

Engagement of people: Competent, empowered and engaged people at all levels throughout the organization are essential to enhance its capability to create and deliver value.

Ensure that:

  • Employees contribute actively to the improvement of business strategy
  • Employees are aware of and consider organizational goals as their own
  • Employees are involved in decision-making and improvement of the processes

Process Approach: Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system.

Ensure that:

  • Processes ensure achievement of planned results and efficient use of resources
  • Consistent emphasis on process orientation is given to reduce costs and prevent errors

System approach to management: Identifying, understanding and managing interrelated processes as a system, contributes to the organization’s effectiveness and efficiency in achieving its objectives.

Ensure that:

  • An extensive and ambitious business plan is developed, which combine functional and process aspects
  • Sub-goals of individual processes are aligned with organizational goals

Continual Improvement: Successful organizations have an ongoing focus on improvement.

Ensure that:

  • Realistic, measurable and ambitious goals for improvement are set and necessary resources are provided
  • Employees are involved in the process of continual improvement

Factual approach to decision-making: Decisions based on the analysis and evaluation of data and information are more likely to produce desired results.

Ensure that:

  • Company strategies are based on facts and information
  • Relevant comparative data is taken into account, and more realistic and more ambitious goals can be pursued.
  • Recognized methods for data analysis are used, results made available where appropriate.
  • Company’s processes and system performance are optimized, taking into account data and information, improvement processes are managed and future problems are prevented

Mutually beneficial supplier relationship: For sustained success, an organization manages its relationships with interested parties, such as suppliers.

Ensure that:

  • Competitive advantage is increased through the development of strategic partnerships with suppliers
  • More ambitious goals are developed by including suppliers in planning at an early stage
  • Reliability, punctuality and error free compliance of incoming goods is ensured through improved relationships with suppliers
  • Performance capability of suppliers is developed through training activities and joint efforts towards continuous improvement.




  1. ISO 9000-2005
  2. ISO Publication



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