7 Core Principles of Quality Management | Paldesk (2023)

7 Core Principles of Quality Management | Paldesk (1)

⏱ Reading Time: 9 minutes

If you want to serve your customers better, you’ve got to pay attention to quality management. Maybe you’ve been trying already to create products and services in a more consistent way. Understanding the principles of quality management can help you do so. It can even help you exceed customer expectations.

🚀Read The Ultimate Guide to Productivity🚀

In this article we’ll go through the definition of quality management and we’ll explain in detail its core principles according to ISO standards.

What is Quality Management?

The concept of quality management is associated with the International Organization for Standardization (ISO). It refers to a set of business processes that ensure that the products and services offered by a business consistently meet up with both customer and regulatory requirements.

Ultimately, the quality of a product or service depends on the extent to which it meets customer expectations. When you focus on quality management, you show to your customers that you care about them, giving them the very best.

What are the Core Principles of Quality Management?

According to the ISO, there are seven quality management principles. These principles ensure that an organization is able to continuously improve.

  1. Customer focus
  2. Leadership
  3. Engagement of people
  4. Process approach
  5. Improvement
  6. Evidence-based decision making
  7. Relationship management

These principles are not listed in priority order. Instead, the relative importance of each principle changes based on the stage that the business is currently in. Let us discuss ways to use these principles to make your customer experience better.

(Video) Seven Quality Management principles

Customer Focus

For your business to be successful in the long-term, you need to attract and maintain the confidence of your customers. This means that you need to build a customer-centric company. When your company is focused on customers, you will find ways to interact with them and ask for their feedback.

You can achieve this by linking your company’s objectives to the needs of your customers. When these two elements are closely connected, it makes it easier for you to produce high quality products. It also makes it easier for the various departments in your company to stay focused on the same mission.

As a part of working towards a customer focus, organizations should also aim to improve their user experience (UX). Quality management and UX design are also connected. Effective designs consider both user needs and business goals. By investing in UX design courses and tools for their teams, customer-centric companies are able to anticipate the needs of users. They can then incorporate this information into the product development cycle.

Read How to Achieve and Measure Customer Satisfaction

Picture 2. Customer focus


Leadership is an important part of quality management. Quality starts with a vision. At one point, someone decided to create and sell a product or service that would bring value to a specific audience. That vision then spread throughout the company. Leaders at all levels of a business help to promote a feeling of unity. This builds an environment where people are willing to support each other.

Leadership also involves creating shared values at all levels of the organization. Members of an organization should know their role and the ethical standards that are expected of them. Management should provide people with the required resources, training and authority to act with accountability. These resources should give people the ability to monitor and measure results within the business. The ISO standard also includes caring for the social, psychological, and physical health of your people.

Although leaders provide direction, employees and leaders should work together unitedly. Leaders should show employees respect as they teach them about business processes. Employees should also be encouraged to share their feedback on ways that the organization can improve. When you empower your employees, they take more pride in their work. Leaders have a powerful effect on a business. When leaders make a commitment to quality, others will commit too.

Read 7 Ways Organizational Culture Influences Employee Productivity

Engagement of People

Engagement of people is another key factor to consider. It is important to engage your people and appreciate them as individuals. Engaged employees are essential to the success of your business. They enable you to deliver value to each customer that interacts with your company.

Engaged employees show up every day with a passion, purpose and a sense of duty. A workplace report by Gallup found that teams who score in the top 20% in engagement realize a 41% reduction in absenteeism, and 59% less turnover.

Engaged teams are more profitable. This makes sense. After all, we all feel a stronger connection to organizations that appreciate us. When you engage your employees, they will have a stronger desire to do their best. Moreover, when you focus on shared values, it builds greater trust and collaboration throughout the organization.

Employee engagement is not an abstract feeling. It is seen through your actions. For example, it is evident when you give your employees clear expectations and provide them with the tools they need to excel. Successful organizations recognize and acknowledge employees who go out of their way to develop new skills. They know that it takes effort to leave your comfort zone and take charge of your learning.

Therefore, these organizations also encourage employees to evaluate their performance based on their own personal goals. Personal goals provide huge motivation, and can move employees to break down barriers to their growth. When companies view employee engagement in this way, it helps them connect this area to the core business strategy.

(Video) ISO 9001 Seven Quality Management Principles

Picture 3. Employee engagement

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Process Approach

When you create a quality management system, you should define and implement a process approach. First, you should identify your key business processes. Then you should define standards for those processes, and decide how you will evaluate each process. Next, you should document your approach to quality. When you document your approach, it creates a system that enables you to continuously improve.

For example, proposal writing is an area where many businesses should use a process approach. By using a proposal template, you simplify your business process. How? You create a document that you can reference to throughout the entire project. This is useful for the client’s understanding of the proposal. But it is also useful to you. It keeps you on track and helps you ensure that each task in the project adds value to your client.

So, you should establish quality goals and look back to see how your processes support those goals. When you do so, your business will be able to use resources more efficiently. Many businesses have also found that a process approach helps to keep things consistent across departments. In the end, processes are just a way to make your results more predictable. When you clarify actions in your business, everyone reaps the benefits.

Read Setting Small Business Goals


If you want to keep producing high-quality products and services, you must find ways to improve. Improvement initiatives are beneficial for at least two reasons. First, they enable you to keep your current level of performance so you don’t lose out to competitors. Secondly, improvement allows your business to grow, adapt to changes, and find new opportunities.

It’s important to keep a pulse on activities that can influence the success of your business and loyalty of your buyers. One key factor is the quality of your customer service. You can keep improving in this area by collecting user feedback and recordings of your customer service conversations. This gives you useful information about which segments of your product or service need the most improvement.

Delivering quality does not have to be complicated. You simply need to hear back from the people you design products and services for. When you maintain a feedback loop, it enables you to fix the most frequent problems that your customers have. Even small improvements can make a big difference.

Evidence-based Decision Making

Decision making is a complex process. It can involve multiple sources and various levels of uncertainty. Since hundreds of decisions are made every day in your business, there could be areas where information slips through the cracks. It’s important to pay attention to this, because it greatly affects the quality of your results.

(Video) ISO 9000: 2015: 7 Quality Management Principles - Part 1 | Hindi | Bhavya Mangla

That’s why evidence-based decision making is important. Decisions based on data analysis will produce more trustworthy results. When you have access to the facts, it allows you to review and change decisions as often as you need.

When you look at your data, you also need to understand cause-and-effect relationships. Being able to identify when one factor causes another allows you to arrive at the proper conclusion. Another element of this is understanding unintended consequences. You should stay alert to ways your data could be affected when you change or add various factors.

When you use evidence-based analysis methods, you are able to prove the effectiveness of past decisions. It is always a confidence boost to know that your business is backed up by facts and logic. When you have a system based on evidence, it guides your decision making and ensures that you take the right actions to grow your business.

Read Resource Planning – How to Do It Right

Relationship Management

Quality is also supported by the relationships that you develop with customers, partners, suppliers, and other parties. You can achieve long-term success when you manage these relationships in a way that results in a common understanding of goals and values. In other words, you should constantly make sure that you and your stakeholders are on the same page.

Conflict resolution plays a key role in relationship management. Sometimes it’s easy to forget that you and your stakeholders all want the same thing – a happy customer. Keeping the customer in the focus will enable you to address any disagreements that arise so you can solve the problem together.

When you take steps to improve your relationship management, there are a few things to keep in mind. First, you should determine interested parties and their relationship with your business. Then you should make an effort to pool and share information and resources with those parties. Aim to balance short-term gains with long-term considerations.

The way you treat people today will affect the opportunities you have tomorrow. You can make your relationships stronger by going the extra mile and finding ways to delight your stakeholders. When you make sure that your business relationships are in good condition, you will promote a stable flow of goods and services and reduce quality-related risks.


The above principles of quality management are useful to organizations of all sizes. As you aim to keep your customers happy, pay attention to ways that you can promote consistency across your business. Create systems that produce quality results on autopilot. This takes effort, but it pays off. When you’re consistent, you’ll build confidence and trust in the minds of all stakeholders, especially your customers.

Roli Edema is a personal development author and digital marketer. On her blog, Roli provides individuals with useful tools to enable them to reach their personal, career, and business goals.

(Video) What Are The 7 Quality Management Principles?


7 Core Principles of Quality Management | Paldesk? ›

7 key quality management principles—customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making and relationship management.

What are the seven 7 main principles of quality management? ›

7 key quality management principles—customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making and relationship management.

Are there 7 or 8 quality management principles? ›

A primer for quality

The eight principles are: Principle 1 – Customer focus: Organizations can establish this focus by trying to understand and meet their customers' current and future requirements and expectations.

How many principles of quality management are there in total ________? ›

The eight principles of TQM are customer focus, employee involvement, integrated system, process-centric approach, systematic flow, continual efforts, fact-based decision-making, and relationship management.

What are the 7 key benefits of a quality management system QMS )? ›

Advantages of quality management systems
  • greater efficiency and less waste.
  • better and consistent control of major business processes.
  • a better understanding of customer needs.
  • regulation of successful working practices.
  • improved risk management.
  • increased customer satisfaction.
  • improved participation of employees.

Who gave 7 principles of management? ›

Henri Fayol was known as the father of modern management. He gave us the famous 14 principles of management.

What are quality management principles? ›

“ Quality management principles ” are a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management. The QMPs can be used as a foundation to guide an organization's performance improvement.

What are the core elements of quality management system? ›

When broken down, quality control management can be segmented into four key components to be effective: quality planning, quality control, quality assurance, and quality improvement.

What is the core of total quality management? ›

A core definition of total quality management (TQM) describes a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work.

Which of the following is not one of the 7 principles of quality management? ›

The correct answer is option (D) Dedication. There are seven main principles in the quality management ISO standards, but dedication is not the one principle, and all others are part of ISO 9000:2015. Option A is incorrect. Involvement or engagement of people is the third important principle of standards.

What are the seven types of quality? ›

7 Types of Quality
  • Product Quality. Products that fit customer needs and fulfill customer expectations. ...
  • Service Quality. Services involve intangible elements of quality such as environments, customer service and customer experience. ...
  • Experience Quality. ...
  • IT Quality. ...
  • Data Quality. ...
  • Information Quality.
May 6, 2017

What are the 8 principles of Total Quality Management? ›

The 8 universal principles of quality management are:
  • Customer focus.
  • Leadership.
  • People involvement.
  • Process approach.
  • Systematic approach to management.
  • Continual improvement.
  • Factual approach to decision making.
  • Mutually beneficial supplier relations.
Oct 4, 2018

What are the 5 basic principles of total quality management? ›

The concept of TQM rests largely on five principles:
  • Produce quality work the first time.
  • Focus on the customer.
  • Have a strategic approach to improvement.
  • Improve continuously.
  • Encourage mutual respect and teamwork.

What are the 3 C's of total quality management? ›

The three Cs – culture, communication, and commitment – provide “soft outcomes” for the TQM model. Do not underestimate the importance of the three Cs! Create values and ethics to support the development of a total quality culture and ensure that creative and learning activities are developed and implemented.

How many QMS are there? ›

5 Development and Certification of the QMS. Four types of quality processes are prominent in many industries: ISO 9001, AS9100, Six Sigma, and CMMI. Choosing one depends on its fit to the industry and the understanding of the particular QMS by both employees and customers.

What are the 4 stages of quality management? ›

The four main stages of project quality management are quality planning, quality control, quality assurance, and quality improvement.

What is principle of management answer in one sentence? ›

The principles of management aim at influencing the behaviour of employees. With the help of principles of management, the managers try to bring desired changes in the behaviour of employees so as to achieve the organisational goals.

Why are the principles of management important? ›

Importance of Principles of Management:

The application of principles of management helps the managers to take right decisions at the right time. These principles of management help managers to tackle the diverse problems in a dynamic business environment.

Who 7 is called as father of scientific management? ›

Frederick Winslow Taylor: Father of Scientific Management Thinker | The British Library.

What is an example of quality management? ›

An effective quality management system incorporates customers. For example, a company might design a survey system, review process or call center. Businesses can document and record customer data to track and ensure quality.

What are the three most important element of quality management? ›

The entire process of Total Quality Management is built on a strong foundation of Ethics, Integrity and Trust. Total Quality Management involves every single employee irrespective of his designation and level in the hierarchy.

What is the core concept of quality? ›

In other words, quality is the level of perfection of a process, service, or product delivered by your company in such a way that meets the requirements defined by ISO and of course, by your customers.

How do you maintain quality? ›

10 ways to maintain consistent project quality
  1. Define quality.
  2. Commit to quality.
  3. Stick to project requirements.
  4. Manage quality.
  5. Perform quality assurance.
  6. Control the quality.
  7. Focus on requirements.
  8. Follow project processes.

What is the importance of quality? ›

Quality makes sure that a high-class product/service is being produced. Quality is important for customer satisfaction that ultimately results in customer loyalty. Quality management assists an organisation to create and developing a product/service which is desired by the customers.

What is the meaning of 7 quality tools? ›

7 QC Tools Definition

7 QC tools are a set of graphical data representation and problem-solving techniques. These seven basic quality tools are integral to any process improvement methodology, including Six Sigma, total quality management (TQM), etc. They help in troubleshooting a variety of quality-related issues.

What are the seven major quality characteristics? ›

Seven Characteristics That Define Quality Data
  • Accuracy and Precision.
  • Legitimacy and Validity.
  • Reliability and Consistency.
  • Timeliness and Relevance.
  • Completeness and Comprehensiveness.
  • Availability and Accessibility.
  • Granularity and Uniqueness.
Jan 26, 2017

What are the 9 total quality management practices? ›

Considering the practices of TQM as discussed in six empirical studies, Cua, McKone, and Schroeder (2001) identified nine common TQM practices:
  • Cross-functional product design;
  • Process management;
  • Supplier quality management;
  • Customer involvement;
  • Information and feedback;
  • Committed leadership;
  • Strategic planning;

What is the golden rule of total quality management? ›

Total quality management seeks to hold all parties engaged in the manufacturing process responsible for the final product's or service's overall quality. A simple but effective approach to describe it is the Golden Rule: Do unto others as you would like to be treated.

What are the 6 dimensions of total quality management? ›

In this chapter, the six primary dimensions – leadership and top management commitment, strategic planning, empowerment, teamwork, continuous improvement, and customer and employee satisfaction – are shown to drive the TQM transformation.

What is the 6th principle of total quality management? ›

6. Continual improvement. Optimal efficiency and complete customer satisfaction doesn't happen in a day—your business should continually find ways to improve processes and adapt your products and services as customer needs shift.

What are 3 examples of importance of total quality management? ›

Reduced costs and better cost management. Higher profitability. Improved customer focus and satisfaction. Increased customer loyalty and retention.

What are the 4 types of quality? ›

What are the four types of Quality Control? The four types of quality control are process control, control charts, acceptance sampling, and product quality control.

What is the most common QMS? ›

The most popular framework used is the ISO 9001 quality management system. By certifying to the standard, businesses demonstrate they have a sound level of control over their processes and are invested in satisfying the needs of their customers.

What are the 2 types of quality control? ›

Types of quality control
  • Inspection. A common approach to quality control is the inspection method. ...
  • Statistical sampling. ...
  • Taguchi method. ...
  • Process inspection. ...
  • Setting testing standards. ...
  • Testing raw materials and different product stages. ...
  • Correcting defects. ...
  • Data collection and decision making.
Dec 20, 2022

What are the principles of quality management? ›

“ Quality management principles ” are a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management. The QMPs can be used as a foundation to guide an organization's performance improvement.

What are the 4 core concepts of quality management? ›

The four main components of a quality management process are Quality Planning, Quality Assurance, Quality Control and Continuous Improvement.

What are the 4 absolutes of quality management? ›

Throughout his work, Crosby's thinking was consistently characterised by four absolutes:
  • The definition of quality is conformance to requirements.
  • The system of quality is prevention.
  • The performance standard is zero defects.
  • The measurement of quality is the price of non-conformance.

What is the first principle of quality management? ›

Principle 1: Customer focus

The first, and arguably most important principle, argues that a business wouldn't exist without its customers. Therefore, organisations should strive to understand their current and future customers, in order to better meet their requirements and expectations.

What are the three C's of quality management? ›

Best-in-Class Continuous Improvement Capabilities

As companies prioritize digital transformation and quality, the Three C's of cloud solutions, committed leadership, and continuous improvement are a good place to start for those who are just beginning their journey.

What are the 3 key quality management concepts? ›

There are three main processes of project quality management. These are Quality Planning, Quality Assurance, and Quality Control.

What are the four 4 concepts elements of total quality management? ›

When broken down, quality control management can be segmented into four key components to be effective: quality planning, quality control, quality assurance, and quality improvement.


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