4 QUALITY MANAGEMENT SYSTEM

4.1 Management systems and processes

Successful leadership and management organization requires a systematic and transparent management. To succeed, you must implement and maintain a management system designed to continually improve the effectiveness and efficiency of the organization, taking into account the needs of stakeholders. Management of the organization along with other aspects include quality management.
Top management should create an organization that focuses on the consumer, through:
a) identify the systems and processes that can be clearly understood, subject to management and improved in terms of effectiveness and efficiency;
b) To ensure effective and efficient implementation and management processes, as well as indicators and data to determine the satisfactory organization.
Examples of activities to build a consumer-oriented organizations are:
- Identification and development of processes leading to the improvement of the organization;
- Collection and use of data and process information on an ongoing basis;
- Development in the direction of continuous improvement;
- Use appropriate methods to evaluate process improvement, such as self-assessment and management review.
Examples of self-assessment and continuous improvement processes are in Appendices A and B, respectively.

4.2 Documentation

Management should define the documentation, including relevant records necessary to develop, implement and maintain the quality management system and support effective and efficient execution of processes.
The nature and extent of documentation to meet the requirements established by the contract, laws and regulations, requirements and expectations of customers and other stakeholders, as well as the organization's needs. Documentation can be in any form or on any media based on the needs of the organization.
In order to provide documentation that meets the needs and expectations of stakeholders, management should consider:
- Contractual requirements of customers and other stakeholders;
- The use of the organization of international, national, regional and branch of industry standards;
- The relevant requirements set by laws and regulations;
- Decisions of the organization;
- Sources of external information concerning the possibilities of the organization;
- Information about the needs and expectations of stakeholders.
Development, use and management of documentation should be weighed against the effectiveness and efficiency of the organization based on criteria such as:
- Functionality (eg processing speed);
- Friendly to the user;
- The need for resources;
- Policies and objectives;
- Current and future requirements relating to management of knowledge;
- Comparison with the best systems documentation;
- Interaction between customers, suppliers and other stakeholders of the organization.
Access to documentation provided by the organization to employees and other interested parties on the basis of the communication policy of the organization.

4.3 Use of quality management principles

For the successful management of the organization and its operation must be managed systematically and openly. Recommendations to management organization, proposed in this International Standard is based on eight quality management principles.
These principles have been developed for use by senior management to improve the organization. They are included in the content of this International Standard and are given below:

a) Customer focus

Organizations depend on their customers and therefore should understand current and future needs, meet customer requirements and strive to exceed their expectations.

b) Leadership

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 the organization's objectives.

c) Involvement of people

People at all levels are the essence of an organization and their full involvement enables organizations to capitalize on their abilities.

d) Process approach

The desired result is achieved more efficiently when activities and related resources are managed as a process.

e) System approach to management

Identifying, understanding and managing interrelated processes as a system contributes to the efficiency and effectiveness of the organization in achieving its objectives.

f) Continuous improvement

Continual improvement of the organization as a whole should be regarded as a permanent objective.

g) Making decisions based on facts

Effective decisions are based on analysis of data and information.

h) Mutually beneficial supplier relationships

The organization and its suppliers are interdependent and mutually beneficial relationship enhances the ability of both to create value.
Successful use of the organization of eight management principles will result in benefits to interested parties, such as increasing cash flow, creating value and improving stability.