Quality management focuses on the quality of the product or services that a company provides, how to achieve high quality and how to improve the standards of quality. The International Organization for Standardization’s (ISO) technical committee has set standards on the best practices that quality management should follow. These standards include eight principles, outlined here, that should be followed.

Customer Focus

This principle conveys the importance of identifying and addressing the customer’s needs and going beyond the customer's expectations. This is achieved by ensuring that the needs of the customers are in alignment with the company’s goals and measuring customer satisfaction.


Leadership is an aspect of quality management that aims to unite the employees toward the same overall goal and create a productive environment. This can be achieved by effectively communicating the company’s desired future path, setting goals for the employees and ensuring the employees have the resources that they need.

Involvement of People

All members of the company should be involved, regardless of position. Applying this principle has numerous benefits, including an improved sense of responsibility of the staff and employees taking an interest in self-improvement.

Process Approach

This principle recommends that management should treat the activities of the company and all resources as a process. Process refers to the planning and execution of an activity. This method leads to the systematic definition of activities in order to meet goals and the identification of the resources needed to improve the activities of the company.

System Approach to Management

This involves identifying the interdependence of the different processes in the company and managing these processes as a complete system. Managing in this way involves creating a system through which the company’s goals can be efficiently achieved and providing a better understanding to the employees of how to achieve common objectives.

Continual Improvement

The improvement of the company should be an ongoing process. This is done by establishing goals, measuring performance and providing training for employees.

Factual Approach to Decision Making

Decisions should be based on data analysis and factual information. This approach includes making data available to those who need it and analyzing data using valid methods.

Mutually Beneficial Supplier Relationships

Obtaining harmonious and beneficial relationships with suppliers involves establishing relationships that address the short- and long-term goals of both the company and the suppliers. Providing inspiration and giving praise to the supplier is also encouraged.