This document introduces the eight quality management principles on which the quality management system standards of the revised ISO 9000:2000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards.
The eight quality management principles are defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements.
This document gives the standardized descriptions of the principles as they appear in ISO 9000:2000 and ISO 9004:2000. In addition, it provides examples of the benefits derived from their use and of actions that managers typically take in applying the principles to improve their organizations' performance.
Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
组织依赖于他们的客户，所以应该了解客户现在和将来的需求，应该满足客户需求并努力超越客户期望。
Key benefits: 关键好处：
• Increased revenue and market share obtained through flexible and fast responses to market opportunities.
通过灵活和快速的对市场机会的反应提高了收入和市场份额。
• Increased effectiveness in the use of the organization's resources to enhance customer satisfaction.
提高了组织对资源的有效利用来增强客户满意。
• Improved customer loyalty leading to repeat business.
提高了客户忠诚度，留住回头客。
Applying the principle of customer focus typically leads to:
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