ISO 9000:2000 Quality Management Principles

The rules of the ISO 9000:2000 series are based on specific principles. These principles are presented for use by senior management as a structure designed to help their organizations improve their functioning.

1. Customer Focus

Organizations (businesses) depend on their customers. They must understand current and future needs, meet their requirements, and strive to exceed their expectations. From here, phrases like "Quality is defined by the customer" and "The customer is King" arise. A satisfied customer will tell three people, while a dissatisfied one will tell ten.

2. Leadership

Leaders establish the unity of purpose and direction of the organization. They must create and maintain the internal environment in which people can become fully involved in achieving the organizational objectives.

Examples:

• Create and maintain shared values, fairness, and ethical role models at all levels.
• Foster a climate of trust.
• Provide training and resources.
• You pay for thinking.
• High emotional levels: High levels lead to commissions; low levels lead to volunteering.

3. Involvement of People

The personal involvement of staff, irrespective of the level of the organization in which they are placed, is the essence of it. Their full involvement enables their abilities to be used for the benefit of the organization. Dr. Kamil represents human resources as the most important factor in the organization.

Understanding Motivation

Definition of Motivation: It is the set of factors involved as the cause of conduct or the motive for action. Very little is known about the process of individual motivation. Each person has their own values, goals, and objectives in life. However, we know the elements that serve to motivate individuals and groups generated by the organization itself.

Factors Affecting Motivation

• Low Wages and Unclassified Roles: Money cannot buy happiness, but it can calm the nerves (Mistinguett).
• Lack of Professional Horizons: For example, a young person with healthy ambition who finds their employment has reached a terminal point and cannot feel good.
• Negative Environment: In some companies, the most basic human relationships are missing. Constant aggressive images, mistrust, poor education, bad manners, criticizing colleagues, comparisons, and envy create a poor environment. Under these conditions, it is impossible to have the breeding ground essential for growing and reproducing motivation.
• Injustice: This is a value deeply ingrained in everyone. We have a great sensitivity to detect areas where there is injustice, and it is difficult to support. This includes injustice in treatment, rewards, promotion, pay, and influence peddling.
• Routine and Bureaucracy: Technology can and should be used to banish routine tasks. Regarding bureaucracy, one part is necessary for order and organization, but here we mean it in a pejorative sense: spending many hours a day filling in forms and reports which no one has time to read.