Principles of Quality Management
Based on the ISO 9000 Standard
1. Customer Focused Organization

Organizations depend on their customers and, consequently, must endeavor to understand their current and future needs, satisfy their demands and persevere in exceeding their expectations. 

2. Leadership

Leaders establish the unity of purpose and the focus for the management of the organization. They must create and maintain an internal environment in which employees may become fully involved in achieving the objectives of the organization.

3. Employee Participation

Employees are the essence of an organization and their full involvement allows their skills to be used for the benefit of the organization. 

4. Process-based Management

A desired outcome is achieved more efficiently when the activities and the resources involved are managed as a process.

5. System Approach to Management

Identify, understand and manage the interlinked processes as one system contributes towards the effectiveness and efficiency of an organization in the achievement of its objectives.

6. Continual Improvement

A daily commitment to excellence should be the permanent objective of an organization. 

7. Fact-based Decision-Making

Effective decisions are based on the analysis of information and the facts. 

8. Mutually Beneficial Suppliers Relationship

An organization and its suppliers are inter-dependent. A mutually beneficial relationship increases the capacity of both parties to create value.

Benefits of Quality Management Systems (QMS)
  • Encourage a culture of quality among the institution’s personnel, making significant progress from a bureaucratic culture to one of customer service  management.
  • Involve the organization in a non-stop process of continual improvement, encouraging a review of the management system that evaluates the efficiency of the quality system.
  • The continual improvement of local services results in a competitive advantage of an institution vis-à-vis other public institutions.
  • Create a favorable climate for modernizing Public Administration in its broadest sense.
  • Rationalize, simplify and standardize procedures, eliminating unnecessary processes that make a customer’s relationship with the institution difficult.
  • Ensure the replication of tasks, independently of the time taken between the setting up of the procedure or the official who carries them out and, thus, guarantee the observation of administrative provisions.
  • Set short-, medium- and long-term objectives and carry out a regular monitoring of the results, correcting any deviations detected.
  • Listen to the citizen, facilitate the filing of complaints and claims, and be concerned to focus the services to their needs.
  • Improve the internal coordination between the areas and encourage team work.
  • Train officials and employees, guiding their knowledge to meet the needs of their jobs and maintaining the records  that support said knowledge.