The 7 Principles of Quality Management in
ISO 9001:2015

The 7 Quality Management Principles form the foundation of ISO 9001. Developed by ISO/TC 176, the international committee responsible for maintaining ISO’s quality management standards, these principles provide a framework to help organisations build a robust Quality Management System (QMS).

For businesses seeking to optimise their operations and customer satisfaction, these principles provide a clear roadmap to achieving quality excellence.

As you’d expect, customer focus is the first principle, right where it should be. It covers both customer needs and customer service, emphasising that a business should understand what its customers need, when they need it, and how to exceed their expectations.

Businesses that proactively anticipate and adapt to customer needs build stronger loyalty, drive revenue growth, and reduce waste. By refining processes and continually improving their approach, organisations can enhance customer satisfaction, creating a solid foundation for long-term success.

Without strong leadership, an organisation lacks direction. This principle highlights the importance of leaders at all levels, aligning their teams towards shared goals.

Clear communication of organisational vision results in higher employee engagement and motivation, leading to better customer service. Employees who understand the company’s objectives tend to be more productive and proactive, reducing complaints about miscommunication.

Previously known as “People Involvement,” this principle stresses the value of engaged and empowered employees.

When every individual is empowered to contribute to the organisation’s success, innovation thrives, problem-solving improves, and a strong culture of quality takes root. Employees who feel valued and included are more likely to take ownership of their work, leading to greater efficiency, higher performance, and a more engaged workforce.

ISO 9001 Training  

Discover how your business could benefit from the ISO 9001 Training Courses.

Learn More

A process-driven organisation achieves greater efficiency, consistency, and effectiveness. This principle ensures that activities are structured and managed as interconnected processes rather than isolated tasks.

By defining clear responsibilities and optimising resource allocation, businesses can reduce costs, eliminate waste, and improve quality outcomes.

Previously known as “Continual Improvement,” this principle refers to improvement, reinforcing the need for organisations to embrace change and ongoing development.

A commitment to improvement enhances flexibility, adaptability, and performance, allowing businesses to thrive in evolving market conditions and seize new opportunities.

Previously known as the “Factual Approach to Decision Making,” this principle emphasises the importance of basing decisions on reliable data and thorough analysis. By adopting a data-driven mindset, organisations can minimise risks, make more strategic choices, and lay the foundation for long-term success. Consistently gathering and evaluating information not only improves decision-making but also provides a sharper understanding of market trends and customer behaviours, giving businesses a competitive edge in an ever-evolving landscape.

Previously focused solely on supplier relationships, this principle has been expanded to encompass all stakeholders, including customers, suppliers, employees, and regulatory bodies.

Managing relationships strategically helps organisations optimise costs, improve collaboration, and adapt more effectively to market changes. Prioritising meaningful partnerships not only builds trust and reliability but also creates a foundation for long-term success and shared growth.

These 7 principles drive everything within a Quality Management System, but there’s much more to a QMS. See our Quality Management System (QMS) Guide to learn more.