ISO 9001-2015 | ACCREDITATION

Key benefits: Applying the principle of customer focus in a quality management system typically leads to :

• Increased revenue and market share obtained through flexible and fast responses to market opportunities.
• Increased effectiveness in using the organisation’s resources to enhance customer satisfaction.
• Improved customer loyalty leading to repeat business.
• Researching and understanding customer needs and expectations.
• Ensuring that the organisation's objectives are linked to customer needs and expectations.
• Communicating customer needs and expectations throughout the organisation.
• Measuring customer satisfaction and acting on the results.
• Systematically managing customer relationships.
• Ensuring a balanced approach between satisfying customers and other interested parties (such as owners, employees, suppliers, financiers, local communities and society).

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Leaders establish unity of purpose and direction of the organisation. They should create and maintain an internal environment in which people can become fully involved in achieving the organisation’s quality management system objectives.

Key benefits: Applying the principle of leadership typically leads to the following:

• People will understand and be motivated towards the organisation’s goals and objectives.
• Activities are evaluated, aligned and implemented in a unified way.
• Miscommunication between levels of an organisation will be minimised.
• Considering the needs of all interested parties, including customers, owners, employees, suppliers, financiers, local communities and society.
• Establishing a clear vision of the organisation’s future.
• Setting challenging goals and targets.
• Creating and sustaining shared values, fairness and ethical role models at all levels of the organisation.
• Establishing trust and eliminating fear.
• Providing people with the required resources, training and freedom to act with responsibility and accountability.
• Inspiring, encouraging and recognising people’s contributions.

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People at all levels are the essence of an organisation, and their full involvement enables their abilities to be used for the organisation’s benefit.

Key benefits: Applying the principle of involvement of people typically leads to :

• Motivated, committed and involved people within the organisation.
• Innovation and creativity in furthering the organisation’s objectives.
• People being accountable for their performance.
• People are eager to participate in and contribute to continual improvement.
• People understanding the importance of their contribution and role in the organisation.
• People identifying constraints to their performance.
• People accepting ownership of problems and their responsibility for solving them.
• People evaluating their performance against their personal goals and objectives.
• People actively seeking opportunities to enhance their competence, knowledge and experience.
• People freely sharing knowledge and experience.
• People openly discussing problems and issues.

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The desired result is achieved more efficiently when activities and related resources are managed as a process.

Key benefits: Applying the principle of process approach typically leads to :

• Lower costs and shorter cycle times through effective use of resources.
• Improved, consistent and predictable results.
• Focused and prioritised improvement opportunities.
• Systematically defining the activities necessary to obtain the desired result.
• Establishing clear responsibility and accountability for managing key activities.
• Analysing and measuring the capability of critical activities.
• Identifying the interfaces of key activities within and between the organisation's functions.
• Focusing on the factors – such as resources, methods, and materials – will improve the organisation's key activities.
• Evaluating activities' risks, consequences and impacts on customers, suppliers and other interested parties.

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Identifying, understanding and managing interrelated processes as a system contributes to the organisation’s effectiveness and efficiency in achieving its objectives.

Key benefits :  

• Integration and alignment of the processes that will best achieve the desired results.
• Ability to focus effort on the key processes.
• Providing confidence to interested parties regarding the organisation's consistency, effectiveness and efficiency.

Applying the principle of system approach to management typically leads to :

• Structuring a system to achieve the organisation’s objectives most effectively and efficiently.
• Understanding the interdependencies between the processes of the system.
• Structured approaches that harmonise and integrate processes.
• Providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross-functional barriers
• Understanding organisational capabilities and establishing resource constraints prior to action.
• Targeting and defining how specific activities within a system should operate.
• Continually improving the system through measurement and evaluation.

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Continual improvement of the organisation’s overall performance should be a permanent objective of the organisation.

Key benefits :   

• Performance advantage through improved organisational capabilities.
• Alignment of improvement activities at all levels to an organisation’s strategic intent.
• Flexibility to react quickly to opportunities.

Applying the principle of continual improvement typically leads to the following:

• Employing a consistent organisation approach to continual improvement of the organisation’s performance.
• Providing people with training in the methods and tools of continual improvement.
• Making continual improvement of products, processes and systems an objective for every individual in the organisation.
• Establishing goals to guide and measures to track continual improvement.
• Recognising and acknowledging improvements.

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