How 7 principles of quality contributes to the stability of the organization

The development of quality in every organization starts from its foundation. What is common in the business of any organization are ups and downs, but what sets them apart is the quality of each of the offered services or products. And this is the main criterion for survival in the market.
Regardless of whether the organization already has a quality management system or wants their business to adapt a new way of governance, the principles of quality are key elements towards which we should re-examine the organization.
What are the principles of quality and how they were involved in the daily operations of the organization, is shown in the example of the establishment and maintenance of the ISO 9001 quality management system company Copy Electronic engaged in the sale, lease and maintenance of office equipment, which includes hardware and software solutions, and consulting company Marinorm.

Principle 1 - Customer Focus
The organization if you want continuous success must take account of the requirements and expectations of its customers to meet all customer requirements and to exceed the expectations of its customers. With customers all begins and ends so you should take special care about the customers. It is important to determine customer requirements, or how with its own product or service to solve the problem of the customer.
Example: Electronic Copy this principle adopted by continually listening to customer needs, and they continually providing new technology solutions through its own range of products and services so that the client provide concrete ways to lower their own costs in office. The reaction to the request was almost instantaneous by all modes of electronic communication. Client is always first asks for office purposes and are therefore make targeted offers. This is confirmed by Ricoh MPS certificate to optimize printing solutions. The same situation is with service calls where the response to the client's request measurable in hours. Measurable customer satisfaction is the number of years a very high and statistically speaking, there is little room for growth. What is important to point out that the approach to clients' needs and their expectations constantly surpass.

Principle 2 - Leadership
The organization must have a unique leadership. We are all aware of the similarities and differences between managers and leaders. Sometimes it is just a general term administration, but here is a special emphasis on the conduct of which means their way to show an example to everyone involved could take this example.
Example: Electronic Copy is an example of keeping the organization because the whole administration and included in planning and in execution. Regular and effective internal communication to share information on the status of business objectives and the realization of the strategy. So all employees know the direction of the organization.

Principle 3 - Involvement of employees
For the success of any organization are responsible to its employees so they must be competent, which means that their knowledge and experience. The powers and responsibilities must be known to everyone, and everyone has their place in the organizational hierarchy. When everyone knows their role then all aware that their work involved in creating and delivering value to the customer. Employees then price your work and the work of their colleagues thus creating a stimulating and motivating environment in the organization. By involving employees in the functioning of the organization Administration encourages respect among employees, and very often it is just a lack of respect among colleagues sign of poor organizational culture.
Example: Team spirit and positive working environment is a virtue that adorns Electronic Copy. Longtime positive attitude administration to employees and joint involvement in solving everyday business situation has resulted in a sense of belonging to staff the organization. What specifically describes Copy Electronic respect. Extremely great respect that is manifested at all levels of relationships, both among employees and business partners. 25 years of success Copy Electronic owes its employees because they are all through the years in the development of the company have woven a part of themselves and thereby develop a stable and successful business system.

Principle 4 - Process approach
A successful process approach covers substances, energy and information as input into the process, the very activity of performing the process with controls, criteria and responsibilities of these substances, energy and information as well as out of the process. Source entrance to the processes we offer customers and suppliers while recipients exit buyers. Successful organizations are consistent in achieving the expected results with greater productivity and efficiency because its business activities are organized through the processes. If you understand the way the system produces results can be easily optimize organizational effectiveness and efficiency, as one of the processing elements, creates a competitive advantage. It is this efficiency of the main differences between the different organizations involved in the same activity and one more successful than others.
Example: Description of the process of technical services sector in Electronic Copy in the new customer begins with the announcement of the sale process of installing a new device through the warehouse dispatch. In the case of existing customer process begins by calling user with a request for service or regular maintenance. When call-checked whether it is a random call user or contractual maintenance - records of visits apparatus leased. Work order received by the Assistant Head of Technical Department and recorded JMBA (personal identification number of the device) on the work order. Work Order with the terms and conditions visit the customer is given a specialized technician who goes to the warehouse after goods (spare parts, supplies, a new device) and signed by borrowing. A technician with a work order comes on the field and does the job or driveway devices to locate and record the activity in the service book of the device. Activity performed after completion record and the work order, shall be certified by the technicians. The technician returns to the Copy Electronic and record completed work orders into the computer, discharged unused spare parts and performs the processing costs and invoicing according to the price list or contract. A few days after the rendered service shall include the verification of customer satisfaction conducted the service.

Principle 5 - Improvements
Successful organizations have a continuous focus on improvement. Improvements are necessary to enable it to maintain the current level of performance, to respond to changes in the environment and to enable them to create new business opportunities. When everything is as it should be and when it seems that no longer need to change anything, just that it is the right time to introduce new improvements because while some sleep the second working hard.
Example: Copy Electronic continuously working plans for the improvement of its business activities to the difficult market conditions failed to keep pace with the development of services and new technologies in the industry. Therefore continually acquire new knowledge to optimize customer service print office equipment. It also continuously optimize its own processes, particularly sales, purchase and service to more and better closer to customers with better business conditions.

Principle - 6 Decisions based on facts
Adopt an important business decision is often a major challenge. Decision-making can be a complex process and always involves a certain level of uncertainty, especially if you're in any part subjective. It is important to understand the causes and consequences of the decision. Facts, evidence and analysis of water greater objectivity and confidence in the decisions made and a lot more likely that such a decision and give the desired results.
Example: Definition of business analytics has led to the gathering of essential information that contributed to the making of high-quality and successful business decisions and achieving business objectives in Electronic Copy.

Principle - 7 Relationship Management
Interested parties (customers, suppliers, employees, owners, distributors, regulatory hand, banks ..) with which an organization comes in contact affect the performance of the organization. Sustainable success is likely to be achieved when the organization manages relationships with stakeholders in order to optimize their impact on your performance, or creates a new value. Customer Relationship Management means that we know who they are with whom we come in contact, why, what their essential requirements and which are expected. All these relations form the context in which the organization operates.
Example: As an example of good practice management relations Copy Electronic constantly evolving communication with customers and suppliers so as to listen to and question the customer needs and new ideas are exchanged with suppliers to customers quality could present new technologies and improvements in office customers.

As pointed out by the seven principles of quality primary purpose of ISO 9001 quality management system is that everything works for the customer and for the customer. This approach to business interactions with the environment creates the basis of long-term partnerships that are stable and from which benefit all parties involved. From such a business relationship develops added value of all involved, and result in the stability of the organization. If the situation can turn around and put yourself in the customer the same kind of relationship it is natural to expect from our suppliers. How many are in this respect harmonized to the greatest extent it depends on ourselves. The development of partnership, but this time in the other direction. Maybe it's weird to go from the position that any initiative should not start from our side, but is that really the beauty of it. When our organization becomes a generator of business culture in our environment very quickly for a return to a much greater extent than we expected with the same or on the side where we did not even expect. And so going back to the beginning of our story, it would be useful to the seven principles of quality at least once a year to the service of reviewing operational stability of the organization.

07/03/2016
Marijana Staneković