Systematic process improvement using ISO 9001:2000 and CMMI

62 Revised Frameworks: ISO 9001:2000 and the CMMI ®
inside or outside the organization. Merely satisfying customer requirements
may not be enough to achieve success in the marketplace—the requirements
may have to be exceeded. By understanding the customer’s requirements,
an organization may better position itself in the marketplace, respond faster
to changes in requirements and trends, and develop stronger customer loyalty.
The essence of this principle is that an understanding of customer
requirements should be propagated through the whole organization, from
marketing and sales to production and support. Understanding the customer’s
needs also means having quantitative knowledge of customer satisfaction,
balancing customer requirements with other organizational needs (such
as profit, investments in new technology, and supplier relationships) and
then taking steps to address those needs.
Principle 2: leadership
Leadership is reflected in organizational direction, motivation, and communication
of goals and objectives through all organizational levels. Periodically,
management must reevaluate its goals and objectives and then communicate
them to the staff. Successful management provides clear vision, sets challenging
goals and objectives, creates shared values, provides required resources,
and encourages and recognizes staff contributions. Understanding corporate
goals and objectives helps motivate improved performance.
Principle 3: involvement of people
People must be recognized for their contributions and must be involved in
decision making. Achieving organizational goals and objectives requires these
tasks to be accomplished:
• Motivating and involving staff at all levels;
• Fostering innovation and creativity;
• Encouraging participation in continuous improvement;
• Holding people accountable for their performance.
Performance constraints must be identified and resolved. New opportunities
that will lead to the satisfaction of organizational goals and objectives
need to be identified. Free sharing of knowledge and open discussion of
problems will foster staff resolve to seek solutions that may have been hidden.