品质管理原则（Quality management principles）•Customer focused organization以顾客为中心
•Leadership领导作用
•Involvement of people全员参与
•Process approach过程方法
•System approach to management系统管理
•Continual improvement持续改进
•Factual approach to decision making依据事实决策
•Mutually beneficial supplier relationships互利的供应商关系
Customer - Focused Organisation
原则一------以客户为中心
•Understanding customer needs and expectations 理解客户的需求和期望•Communicating these needs and expectations throughout the organisation 将这些需求和期望在全组织内进行传递沟通
•Measuring customer satisfaction and acting on results 测量客户满意度并以依此而改进
原则二------领导（Leadership）
•Being proactive & leading by example 以身作则
•Establishing a clear vision of the organisation’s future建立组织未来的清晰远景规划( 品质政策)
•Providing people with required resources and freedom to act with responsibility and accountability 为员工提供所需资源涉及责任和权力•Educating, training and coaching people 教育，培训和示范
•Setting challenging goals and targets 设定具有挑战性的目标
•Implementing strategy to achieve these goals and targets 达成这些目标的实施策略
原则三------Involvement of People全员参与
•Accept ownership and responsibility to solve problems 接受解决问题的责任
•Actively seek opportunities to make improvements 积极寻求改进的机会•Actively seek opportunities to enhance their competencies, knowledge and experience 积极寻求提高员工能力，知识和经验的机会
•Freely share knowledge and experience in teams and groups 在团体内自已分享知识和经验
原则四------Process Approach 过程方法
•Define Processes needed to achieve desired results 定义需要取得期望结果的过程
•Identify & Measure Inputs & Outputs 鉴别和量测输入和输出
•Evaluate risk, consequence and impact on customers 评估风险，结果和对客户的影响
•Establish responsibility, authority and accountability for managing processes 建立管理过程的职责和权限
•Consider methods, training, resources, etc to achieve desired result 考量达到期望结果的方法，培训和资源
原则五------System Approach管理的系统方法
把为达到既定目标而鉴别、掌握和管理相关过程作为一个系统来提高组织效率和有效性。
木桶效應
－－－最短的一只木板決定總量
原则六------Continual Improvement 持续改进
•Products, Processes & Systems 产品，过程和体系
•Incremental & Breakthrough Concepts 循序渐进和突破式的概念
•Periodic Assessment against established Criteria 定期按所设定准则去评审•Efficiency & Effectiveness of processes 过程的效率和效益
•Promote prevention-based activities 推广基于预防的活动
Provide training on continual improvement tools 提供持续改进工具的培训•Establish measures & goals to guide & track improvements 建立量测和目标来引导和追踪持续改善
Factual Approach to Decision-Making
原则七------基于事实的决策方法
•Measuring & Collecting Data & Information 量测和收集数据和信息
•Ensure accurate, reliable & accessible 确保其准确，可靠和能获得
•Analyse data and information 分析数据和信息
•Understand value of Statistical Techniques 理解统计技术的价值
•Make Decisions and Take Actions on results of analysis 按照分析的结果做决策和采取行动
Mutually Beneficial Supplier Relationships
原则八与供方互利的关系
•Identify and Select key suppliers 鉴别和选择主要供应商
•Create clear and open communications 创造坦率开放的沟通
•Initiate joint development and improvement of products and processes 联合发展和改善产品及过程
•Establish joint understanding of customers’needs 建立对客户要求的一致理解
•Share information and future plans 分享信息和未来计划
质量（Quality）
质量------指产品、体系或过程的一组固有特性满足要求的程度
注：“要求”的定义——明示的、通常隐含的或必须履行的需求或期望。
自定义------品质即是满足客人要求程度的一种意识上的感受。
管理——指挥和控制组织的协调的活动。
质量管理——在质量方面指挥和控制组织的协调活动。
质量管理体系定义——在质量方面指挥和控制组织的管理体系。