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Organizations depend on
their customers and therefore
should understand current
and future customer needs,
should meet customer requirements
and strive to exceed customer
expectations. |
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Key benefits: |
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Increased
revenue and market share
obtained through flexible
and fast responses to market
opportunities. |
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Increased
effectiveness in the use of
the organization's resources
to enhance customer satisfaction. |
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Improved
customer loyalty leading to
repeat business. |
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Applying the principle of
customer focus typically leads
to: |
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Researching
and understanding customer
needs and expectations. |
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Ensuring that the objectives
of the organization are
linked to customer needs
and expectations. |
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Communicating
customer needs and expectations
throughout the organization. |
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Measuring customer satisfaction
and acting on the results. |
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Systematically
managing customer relationships. |
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Ensuring a balanced approach
between satisfying customers
and other interested parties
(such as owners, employees,
suppliers, financiers, local
communities and society
as a whole). |
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Leaders establish unity
of purpose and direction
of the organization. They
should create and maintain
the internal environment
in which people can become
fully involved in achieving
the organization's objectives. |
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Key benefits: |
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People will understand and
be motivated towards the organization's
goals and objectives. |
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Activities
are evaluated, aligned and
implemented in a unified way. |
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Miscommunication
between levels of an organization
will be minimized. |
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Applying the principle of
leadership typically leads
to: |
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Considering
the needs of all interested
parties including customers,
owners, employees, suppliers,
financiers, local communities
and society as a whole. |
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Establishing
a clear vision of the organization's
future. |
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Setting
challenging goals and targets. |
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Creating
and sustaining shared values,
fairness and ethical role
models at all levels of the
organization. |
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Establishing
trust and eliminating fear. |
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Providing
people with the required resources,
training and freedom to act
with responsibility and accountability. |
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Inspiring,
encouraging and recognizing
people's contributions |
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People
at all levels are the essence
of an organization and their
full involvement enables
their abilities to be used
for the organization's benefit. |
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Key benefits: |
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Motivated,
committed and involved people
within the organization. |
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Innovation
and creativity in furthering
the organization's objectives. |
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People
being accountable for their
own performance. |
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People
eager to participate in and
contribute to continual improvement. |
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Applying the principle of
involvement of people typically
leads to: |
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People
understanding the importance
of their contribution and
role in the organization. |
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People
identifying constraints to
their performance. |
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People
accepting ownership of problems
and their responsibility for
solving them. |
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People
evaluating their performance
against their personal goals
and objectives. |
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People
actively seeking opportunities
to enhance their competence,
knowledge and experience. |
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People
freely sharing knowledge and
experience. |
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People
openly discussing problems
and issues. |
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A
desired result is achieved
more efficiently when activities
and related resources are
managed as a process. |
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Key benefits: |
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Lower
costs and shorter cycle times
through effective use of resources. |
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Improved,
consistent and predictable
results. |
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Focused
and prioritized improvement
opportunities. |
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Applying the principle of
process approach typically
leads to: |
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Systematically
defining the activities
necessary to obtain a desired
result. |
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Establishing
clear responsibility and
accountability for managing
key activities. |
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Analyzing
and measuring the capability
of key activities. |
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Identifying
the interfaces of key activities
within and between the functions
of the organization. |
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Focusing
on the factors such as resources,
methods, and materials that
will improve key activities
of the organization. |
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Evaluating
risks, consequences and
impacts of activities on
customers, suppliers and
other interested parties. |
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Identifying,
understanding and managing
interrelated processes as
a system contributes to
the organization's effectiveness
and efficiency in achieving
its objectives. |
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Key benefits: |
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Integration
and alignment of the processes
that will best achieve the
desired results. |
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Ability
to focus effort on the key
processes. |
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Providing
confidence to interested parties
as to the consistency, effectiveness
and efficiency of the organization. |
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Applying the principle of
system approach to management
typically leads to: |
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Structuring
a system to achieve the
organization's objectives
in the most effective and
efficient way. |
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Understanding
the interdependencies between
the processes of the system. |
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Structured
approaches that harmonize
and integrate processes. |
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Providing
a better understanding of
the roles and responsibilities
necessary for achieving
common objectives and thereby
reducing cross-functional
barriers. |
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Understanding
organizational capabilities
and establishing resource
constraints prior to action. |
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Targeting
and defining how specific
activities within a system
should operate. |
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Continually
improving the system through
measurement and evaluation. |
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Continual
improvement of the organization's
overall performance should
be a permanent objective
of the organization. |
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Key benefits: |
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Performance
advantage through improved
organizational capabilities. |
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Alignment
of improvement activities
at all levels to an organization's
strategic intent. |
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Flexibility
to react quickly to opportunities. |
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Applying the principle of
continual improvement typically
leads to: |
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Employing
a consistent organization-wide
approach to continual improvement
of the organization's performance. |
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Providing
people with training in the
methods and tools of continual
improvement. |
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Making
continual improvement of products,
processes and systems an objective
for every individual in the
organization. |
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Establishing
goals to guide, and measures
to track, continual improvement. |
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Recognizing
and acknowledging improvements. |
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| Effective
decisions are based on the
analysis of data and information |
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Key benefits: |
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Informed
decisions. |
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An
increased ability to demonstrate
the effectiveness of past
decisions through reference
to factual records. |
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Increased
ability to review, challenge
and change opinions and decisions. |
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Applying the principle of
factual approach to decision
making typically leads to: |
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Ensuring
that data and information
are sufficiently accurate
and reliable. |
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Making
data accessible to those who
need it. |
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Analyzing
data and information using
valid methods. |
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Making
decisions and taking action
based on factual analysis,
balanced with experience and
intuition. |
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| An
organization and its suppliers
are interdependent and a mutually
beneficial relationship enhances
the ability of both to create
value. |
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Key benefits: |
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Increased
ability to create value
for both parties. |
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Flexibility
and speed of joint responses
to changing market or customer
needs and expectations. |
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Optimization
of costs and resources. |
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Applying the principles of
mutually beneficial supplier
relationships typically leads
to: |
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Establishing
relationships that balance
short-term gains with long-term
considerations. |
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Pooling
of expertise and resources
with partners. |
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Identifying
and selecting key suppliers. |
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Clear
and open communication. |
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Sharing
information and future plans. |
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Establishing
joint development and improvement
activities. |
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Inspiring,
encouraging and recognizing
improvements and achievements
by suppliers. |
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The
ISO 9000 family of international
quality management standards
and guidelines over time
has earned a global reputation
as the basis for establishing
quality management systems.
Today HCL as a organization
is not only gaining benefits
to its process and systems
orientation using these
standards, but is passing
on the results of this success
to its customers. |
