The International Organization for Standardization (ISO) is the world’s largest developer of voluntary international standards. They have a lot to say about quality management (leadership) because international standard ISO 9004 applies to any organization that does work through people.
ISO 9000 pertains to quality management principles within government as well as industry. (Incidentally, this standard is very compatible with my Principles of Quality Leadership and the teachings of Dr. W. Edwards Deming.)
The Principles of Quality Management 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.
- Leadership: 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.
- Involvement of people: 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.
- Process approach: A desired result is achieved more efficiently when activities and related resources are managed as a process.
- 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.
- Continual improvement: Continual improvement of the organization’s overall performance should be a permanent objective of the organization.
- Factual approach to decision making: Effective decisions are based on the analysis of data and information.
- Mutually beneficial supplier relationships: An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
The ISO was founded in 1947. Since that time they have published more than 19,000 standards covering almost all aspects of technology and business; from food safety to computers, and agriculture to healthcare. The ISO has members from over 160 countries and has organized and developed over 3,000 technical bodies to address the development of standards.
The result is that ISO standards impact all our lives.
ISO 9004 sets a standard of how leaders ought to behave in an organization.
ISO 9004 can improve the way you lead and the services you provide to your community.
How do you and your organization conform to ISO 9004?
For more about ISO 9004 CLICK HERE.