1 Scope
This standard describes the fundamental concepts and principles of quality management which are universally applicable to the following:
——organizations seeking sustained success through the implementation of a quality management system;
——customers seeking confidence in an organization’s ability to consistently provide products and services conforming to their requirements;
——organizations seeking confidence in their supply chain that product and service requirements will be met;
——organizations and interested parties seeking to improve communication through a common understanding of the vocabulary used in quality management;
——organizations performing conformity assessments against the requirements of GB/T 19001;
——providers of training, assessment or advice in quality management;
——developers of related standards.
This standard specifies the terms and definitions that apply to all quality management and quality management system standards developed by SAC/TC 151.
2 Fundamental concepts and quality management principles
2.1 General
The quality management concepts and principles described in this standard give the organization the capacity to meet challenges presented by an environment that is profoundly different from recent decades. The context in which an organization works today is characterized by accelerated change, globalization of markets and the emergence of knowledge as a principal resource. The impact of quality extends beyond customer satisfaction: it can also have a direct impact on the organization’s reputation.
Society has become better educated and more demanding, making interested parties increasingly more influential. By providing fundamental concepts and principles to be used in the development of a quality management system (QMS), this standard provides a way of thinking about the organization more broadly.
All concepts, principles and their interrelationships shall be seen as a whole and not in isolation of each other. No individual concept or principle is more important than another. At any one time, finding the right balance in application is critical.
2.2 Fundamental concepts
2.2.1 Quality
An organization focused on quality promotes a culture that results in the behaviour, attitudes, activities and processes that deliver value through fulfilling the needs and expectations of customers and other relevant interested parties.
The quality of an organization’s products and services is determined by the ability to satisfy customers and the intended and unintended impact on relevant interested parties.
The quality of products and services includes not only their intended function and performance, but also their perceived value and benefit to the customer.
Foreword i
Introduction iii
1 Scope
2 Fundamental concepts and quality management principles
2.1 General
2.2 Fundamental concepts
2.2.1 Quality
2.2.2 Quality management system
2.2.3 Context of an organization
2.2.4 Interested parties
2.2.5 Support
2.3 Quality management principles
2.3.1 Customer focus
2.3.2 Leadership
2.3.3 Engagement of people
2.3.4 Process approach
2.3.5 Improvement
2.3.6 Evidence-based decision making
2.3.7 Relationship management
2.4 Developing the QMS using fundamental concepts and principles
2.4.1 QMS model
2.4.2 Development of a QMS
2.4.3 QMS standards, other management systems and excellence models
3 Terms and definitions
3.1 Terms related to person or people
3.2 Terms related to organization
3.3 Terms related to activity
3.4 Terms related to process
3.5 Terms related to system
3.6 Terms related to requirement
3.7 Terms related to result
3.8 Terms related to data, information and document
3.9 Terms related to customer
3.10 Terms related to characteristic
3.11 Terms related to determination
3.12 Terms related to action
3.13 Terms related to audit
Annex A (Informative) Concept relationships and their graphical representation
Bibliography
Index
1 Scope
This standard describes the fundamental concepts and principles of quality management which are universally applicable to the following:
——organizations seeking sustained success through the implementation of a quality management system;
——customers seeking confidence in an organization’s ability to consistently provide products and services conforming to their requirements;
——organizations seeking confidence in their supply chain that product and service requirements will be met;
——organizations and interested parties seeking to improve communication through a common understanding of the vocabulary used in quality management;
——organizations performing conformity assessments against the requirements of GB/T 19001;
——providers of training, assessment or advice in quality management;
——developers of related standards.
This standard specifies the terms and definitions that apply to all quality management and quality management system standards developed by SAC/TC 151.
2 Fundamental concepts and quality management principles
2.1 General
The quality management concepts and principles described in this standard give the organization the capacity to meet challenges presented by an environment that is profoundly different from recent decades. The context in which an organization works today is characterized by accelerated change, globalization of markets and the emergence of knowledge as a principal resource. The impact of quality extends beyond customer satisfaction: it can also have a direct impact on the organization’s reputation.
Society has become better educated and more demanding, making interested parties increasingly more influential. By providing fundamental concepts and principles to be used in the development of a quality management system (QMS), this standard provides a way of thinking about the organization more broadly.
All concepts, principles and their interrelationships shall be seen as a whole and not in isolation of each other. No individual concept or principle is more important than another. At any one time, finding the right balance in application is critical.
2.2 Fundamental concepts
2.2.1 Quality
An organization focused on quality promotes a culture that results in the behaviour, attitudes, activities and processes that deliver value through fulfilling the needs and expectations of customers and other relevant interested parties.
The quality of an organization’s products and services is determined by the ability to satisfy customers and the intended and unintended impact on relevant interested parties.
The quality of products and services includes not only their intended function and performance, but also their perceived value and benefit to the customer.
Contents of GB/T 19000-2016
Foreword i
Introduction iii
1 Scope
2 Fundamental concepts and quality management principles
2.1 General
2.2 Fundamental concepts
2.2.1 Quality
2.2.2 Quality management system
2.2.3 Context of an organization
2.2.4 Interested parties
2.2.5 Support
2.3 Quality management principles
2.3.1 Customer focus
2.3.2 Leadership
2.3.3 Engagement of people
2.3.4 Process approach
2.3.5 Improvement
2.3.6 Evidence-based decision making
2.3.7 Relationship management
2.4 Developing the QMS using fundamental concepts and principles
2.4.1 QMS model
2.4.2 Development of a QMS
2.4.3 QMS standards, other management systems and excellence models
3 Terms and definitions
3.1 Terms related to person or people
3.2 Terms related to organization
3.3 Terms related to activity
3.4 Terms related to process
3.5 Terms related to system
3.6 Terms related to requirement
3.7 Terms related to result
3.8 Terms related to data, information and document
3.9 Terms related to customer
3.10 Terms related to characteristic
3.11 Terms related to determination
3.12 Terms related to action
3.13 Terms related to audit
Annex A (Informative) Concept relationships and their graphical representation
Bibliography
Index
