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Prepared by : Syed Mubbashir hUSSAIN.
Omer Taimoor.
Article Review

1. Quality: The degree of excellence of something.
2. Customer satisfaction: meet customer expectation
3. ISO standards 9000:2000
Introduction

1. Build efficient relationships with the customers;
2. Offer clients reliable and high quality services;
3. Help customers find the suited way to satisfy their wishes;
4. Follow the clients’ feedback in order to improve the
services’ quality.
Quality and Control

1. 1990 , ISO 9000/2000.
2. Nowadays then known as ISO 9001:2008.
3. Why it was so necessary to implement
these?
Implementation of ISO standards.

 ISO 9000 is a quality management standard that presents
guidelines future to increase business efficiency and
customer satisfaction.
 ISO 2000 is a set of standards relating to quality
management systems designed to assist organizations
while ensuring the needs of customers and other
stakeholders.
Implementation
Iso 9000 Iso 2000
For increase in business efficiency and
customer satisfaction.
Standards quality management .
Customer and stakeholders

The eight quality management principles
which form the base for setting a policy
regarding quality.
Quality Management Principles

Principle 1: Customer focus.
Organizations depend on their customers and therefore
must understand current and future customer needs.
Key benefit:
1. Increased revenue and market share.
2. Increased effectiveness to get more satisfaction level.
3. Improved customer loyalty.

Principle 2: Leadership
Leaders establish unity of purpose and direction of the
organization.
Key benefits:
1. People will understand and be motivated towards goals.
2. Exercises are evaluated.
3. Miscommunication

Principle 3: 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.
Key benefits
1. Motivated, committed and involved people.
2. Innovation and creativity
3. People eager to participate

Principle 4: Process approach.
 A desired result is achieved more efficiently when activities
and related resources are managed as a process.
Key benefits
1. Improved, consistent and predictable results.
2. Focused and prioritized improvement opportunities
3. Lower costs and shorter cycle times through effective
use of resources

Principle 5: 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.
Key benefits:
1. Incorporation and arrangement of the techniques .
2. Capacity to center exertion on the key methods.
3. Providing confidence to interested parties as to the
consistency, effectiveness and efficiency of the
organization;

 Principle 6: Continual improvement
Continual improvement of the organization's overall
performance should be a permanent objective of the
organization.
Key benefits:
1. Performance advantage
2. Alignment of improvement activities

 Principle 7: Factual approach to decision making.
Effective decisions are based on the analysis of data and
information
Key benefits:
 • Polished choices.
 • An expanded capacity to exhibit the viability of past
choices through reference to verifiable records.
 • Expanded capacity to survey, test and change
assessments and choices.

 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
Key benefits:
 • Increased ability to create value for both parties;
 • Flexibility and speed of joint responses to changing market or
customer needs and
 expectations;
 • Optimization of costs and resources.

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