Discuss ISO’s quality principle.
As a manager which of the principle is above would guide you in IT management.
Definition of Quality Management Principle:
A quality management principle is a comprehensive and fundamental rule / belief, for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all other stake holders A principle is a fundamental truth or law and therefore quality management principles are the fundamental truth or laws that form the basis of quality management. These principles have been identified to facilitate the achievement of quality objectives and form the foundation for effective quality management. The table below describes each of the principles as they are currently defined in ISO 9000:2005.
Use this as a more effective means of conducting a Gap Analysis than simply looking at the requirements. For a condensed version use our unique Self Assessment Tool. Both tools will enable you to establish the gap between where your QMS is today and where it needs to be to meet the intent of ISO 9000:2008. Also among the resources opposite is a detail list of what you would expect to find happening in an organization that had adopted the 8 QM principles. This is key to understanding.
The ISO 9000 family of standards is related to quality management systems and designed to help organizations ensure that they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to the product. The standards are published by ISO, the International Organization for Standardization, and available through National standards bodies. ISO 9000 deals with the fundamentals of quality management systems, including the eight management principles on which the family of standards is based. ISO 9001 deals with the requirements that organizations wishing to meet the standard. ISO International Standards ensure that products and services are safe, reliable and of good quality. For business, they are strategic tools that reduce costs by minimizing waste and errors and increasing productivity. They help companies to access new markets, level the playing field for developing countries and facilitate free and fair global trade.
Responsibilities of an IT Manager
Information technology managers are responsible for implementing and maintaining an organization’s technology infrastructure. Businesses rely on a central information processing system to support efficient data management and communications. The IT manager monitors the organization’s operational requirements, researches strategies and technology solutions, and builds the most cost-effective and efficient system to achieve those goals. The following are ISO principles will guide the IT Manager in delivering there services Principle 1 – 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. IT Manager benefits from customer focus by increased revenue and market share obtained through flexible and fast responses to market opportunities. Also it increases effectiveness in the use of the organization’s resources to enhance customer satisfaction.
Improved customer loyalty leads to repeat business thus benefiting the organization to achieve the goal of the business.
IT manager applies the principle in order to research and understand customer needs and expectations relating to the information Technology. Also by ensuring that the objectives of the organization are linked to customer needs and expectations and communicating customer needs and expectations throughout the organization. Measuring customer satisfaction and acting on the results in their service delivery and systematically managing customer relationships thus improving the performance of the business. For example, IT manager at Orange Company, who effectively serve the customer by focusing their needs improves customer relations to the organization thus realizing greater performance. 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.
Principle 2 – Leadership
Leadership is establishing a unity of purpose and direction of the organization. This principle helps them to create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives. IT manager benefits by this principle by understanding and being motivated towards the organization’s goals and objectives. Activities are also evaluated, aligned and implemented in a unified way. Miscommunication between levels of an organization will be minimized. IT manager applies this principle in order to considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.. It also helps in establishing a clear vision of the organization’s future.
Setting challenging goals and targets that are concern with information technology. Also creating and sustaining shared values, fairness and ethical role models at all information technology levels of the organization. Establishment of trust and eliminating fear among the employees is also eliminated. Also management will provide people with the required resources, training and freedom to act with responsibility and accountability. Management will also help in inspiring, encouraging and recognizing people’s contributions. For example, IT manager at Eldoret Water and Sanitation Limited with good leadership skills make the business to grow and realize its goals as planned in an effective way. 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 organizations’ future.
Establish shared values and ethical role models at all levels of the organization. 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, and
Implement a strategy to achieve these goals and targets.
Principle 3 – Involvement of people
A desired result is achieved more efficiently when activities and related resources are managed as a process. IT manager benefits by lowering costs and shorter cycle times through effective use of resources in their service delivery. Improved, consistent and predictable results is also realized. Focused and prioritized improvement opportunities in the organization also increases. IT manager applying the principle of Involvement of people typically leads to systematically defining the activities necessary to obtain desired results that pertains to service delivery to the people.
Establishing clear responsibility and accountability for managing key activities and analyzing and measuring of the capability of key activities and by identifying the interfaces of key activities within and between the functions of the organization. Focusing on the factors – such as resources, methods, and materials – that will improve key activities of the organization and evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties. For example IT manager at jamii telcom Company benefits it by involving the stakeholders in the management process the organization will grow due to better relationship.
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 organizations’ objectives. Improve the way of representing the organization to customers, local communities and society at large. Help people derive satisfaction from their work, and
Make people enthusiastic and proud to be part of the organization.
Principle 4 – Process approach
Process approach is identifying, understanding and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives. Process approach benefits the organization by integration and alignment of the processes that will best achieve the desired results. Ability to focus effort on the key processes and ability in providing confidence to interested parties as to the consistency, effectiveness and efficiency of the organization.
IT manager by applying this principle leads in structuring a system to achieve the organization’s objectives in the most effective and efficient way. Understanding the interdependencies between the processes of the system is also achieved in structured approaches that harmonize and integrate processes. Also providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross-functional barriers. Understanding organizational capabilities and establishing resource constraints prior to action targeting and defining how specific activities within a system should operate and by also continually improving the system through measurement and evaluation. For example, IT manager uses the input, transformation, output methods in this approach at Orange Company Limited. 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, and Estimate the resource requirements and establish resource constraints prior to action.
Principle 5 – System approach to management
System approach to management is a principle by identifying, understanding and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives. System approach to management benefits the information technology sector by integration and alignment of the processes that will best achieve the desired results. Ability to focus effort on the key processes and providing confidence to interested parties as to the consistency, effectiveness and efficiency of the organization. IT manager applies this principle of system approach to management typically in structuring a system to achieve the organization’s objectives in the most effective and efficient way. Understanding the interdependencies between the processes of the system.
Structured approaches that harmonize and integrate processes and providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross-functional barriers. This principle also helps in understanding organizational capabilities and establishing resource constraints prior to action, targeting and defining how specific activities within a system should operate and also continually improving the system through measurement and evaluation. ICT manager at Moi University understand the activities as a system. This helps in achieving the goals of the institution. 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, and
Principle 6 – Continual improvement
Continual improvement of the organization’s overall performance should be a permanent objective of the organization. IT manager benefits by applying the performance advantage through improved organizational capabilities, alignment of improvement activities at all levels to an organization’s strategic intent and flexibility to react quickly to opportunities.
IT manager applies the principle by employing a consistent organization-wide approach to continual improvement of the organization’s performance that are concern with the Information Technology department. This also helps in providing people with training in the methods and tools of continual improvement and making continual improvement of products, processes and systems an objective for every individual in the organization. It also lead in establishing goals to guide, and measures to track, continual improvement and recognizing and acknowledging improvements. For example, IT Manager at Equity Bank continually improve the performance with the people in order to realize the goal of the organization 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. 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. Recognize improvements.
Principle 7 – Factual approach to decision making
Effective decisions are based on the analysis of data and information. IT Manager employs this approach by benefiting the organization in informed decisions and an increased ability to demonstrate the effectiveness of past decisions through reference to factual records which helps the organization and by increasing ability to review, challenge and change opinions and decisions. This principle helps the IT manager in ensuring that data and information are sufficiently accurate and reliable in decision making. Data accessibility to those who need it, analyzing data and information using valid methods and also in making decisions and taking action based on factual analysis, balanced with experience and intuition. For example, IT manager at Orange Company Limited uses this approach by using actual facts which are crucial in decision making process. 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.
Principle 8 – Mutually beneficial supplier relationships
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value. IT manager maximizes the use of this principle by increasing ability to create value for both parties, flexibility and speed of joint responses to changing market or customer needs and expectations and optimization of costs and resources.
The organization benefits by establishment of relationships that balance short-term gains with long-term considerations, pooling of expertise and resources with partners, identifying and selecting key suppliers. Clear and open communication is also established and sharing information and future plans is also achieved. Establishing joint development and improvement activities, inspiring, encouraging and recognizing improvements and achievements by suppliers which are crucial in the success of the organization. For example, IT manager applies this of approach mutually beneficial supplier relationships in Agricultural Farmers Association by building mutual relationship with the farmers using information technology. Steps in application of this principles 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. Initiate joint development and improvement of products and processes. Jointly establish a clear understanding of customers’ needs. Share information and future plans. Recognize supplier improvements and achievements.
The above principles guide in efficient and effective service delivery to the people and thus benefiting the Information Technology department which ultimately promote the development of the whole organization at large. Therefore IT managers should follow these principles for better performance and service delivery in order to meet its objectives.
Nederpelt, Peter van (2012). Object-oriented Quality and Risk Management
(OQRM). A practical and generic method to manage quality and risk. MicroData. ISBN 978-1-291-037-35-7.
Rose, Kenneth H. (July, 2005). Project Quality Management: Why, What and How. Fort Lauderdale, Florida: J. Ross Publishing. p. 41. ISBN 1-932159-48-7.