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ISO/CD <strong>9001</strong>07024 © ISO 2013 – All rights reserved © ISO 2013 – All rights reserved
ISO/CD <strong>9001</strong>107110721073Annex AQuality management principles(Informative)10741075107610771078107910801081108210831084108510861087108810891090109110921093109410951096109710981099110011011102110311041105A.1 IntroductionThis document introduces the seven quality management principles on which the quality management systemstandards of the ISO 9000 series are based.The principles were developed and updated by international experts of ISO/TC 176, which is responsible fordeveloping and maintaining the ISO 9000 series on quality management standards.This annex provides a “statement” describing each principle and a “rationale” explaining why an organizationshould address the principle.A.2 QMP 1 – Customer Focusa) StatementThe primary focus of quality management is to meet customer requirements and to strive to exceed customerexpectations.b) RationaleSustained success is achieved when an organization attracts and retains the confidence of customers andother interested parties on whom it depends. Every aspect of customer interaction provides an opportunity tocreate more value for the customer. Understanding current and future needs of customers and otherinterested parties contributes to sustained success of an organizationA.3 QMP 2 – Leadershipa) StatementLeaders at all levels establish unity of purpose and direction and create conditions in which people areengaged in achieving the quality objectives of the organization.b) RationaleCreation of unity of purpose, direction and engagement enable an organization to align its strategies, policies,processes and resources to achieve its objectives.A.4 QMP 3 – Engagement of Peoplea) StatementIt is essential for the organization that all people are competent, empowered and engaged in delivering value.Competent, empowered and engaged people throughout the organization enhance its capability to createvalue.b) Rationale© ISO 2013 – All rights reserved© ISO 2013 – All rights reserved 25
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