ISO 9000 Quality Management Principles | ASQ

ISO 9000 Quality Management Principles

Knowledge Center > Learn About Quality > ISO 9000 > Quality Management Principles

The ISO 9000:2015 and ISO 9001:2015 standards are based on seven quality management principles that senior management can apply for organizational improvement:

  1. Customer focus
    • Understand the needs of existing and future customers
    • Align organizational objectives with customer needs and expectations
    • Meet customer requirements
    • Measure customer satisfaction
    • Manage customer relationships
    • Aim to exceed customer expectations

    Learn more about  the customer experience and customer satisfaction.  

  2. Leadership
    • Establish a vision and direction for the organization
    • Set challenging goals
    • Model organizational values
    • Establish trust
    • Equip and empower employees
    • Recognize employee contributions

    Learn more about leadership and find related resources.

  3. Engagement of people
    • Ensure that people’s abilities are used and valued
    • Make people accountable
    • Enable participation in continual improvement
    • Evaluate individual performance
    • Enable learning and knowledge sharing
    • Enable open discussion of problems, constraints  

    Learn more about employee involvement.

  4. Process approach
    • Manage activities as processes
    • Measure the capability of activities
    • Identify linkages between activities
    • Prioritize improvement opportunities
    • Deploy resources effectively

    Learn more about a process view of work and see process analysis tools.

  5. Improvement
    • Improve organizational performance and capabilities
    • Align improvement activities
    • Empower people to make improvements
    • Measure improvement consistently
    • Celebrate improvements

    Learn more about approaches to continual improvement.

  6. Evidence-based decision-making
    • Ensure the accessibility of accurate and reliable data
    • Use appropriate methods to analyze data
    • Make decisions based on analysis
    • Balance data analysis with practical experience

    See tools for decision-making.

  7. Relationship management
    • Identify and select suppliers to manage costs, optimize resources, and create value
    • Establish relationships considering both the short and long term
    • Share expertise, resources, information, and plans with partners
    • Collaborate on improvement and development activities
    • Recognize supplier successes

    Learn more about supplier quality and see resources related to managing the supply chain.

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