Improvement principle in ISO 9001. How to implement the principle?

Improvement Principle in ISO 9001: What does it mean?

One of the seven principles of quality management outlined in the ISO 9001:2015 standard is the principle of "Improvement". This principle underscores the importance of continuous enhancement in organizational activities.

It is not solely about advancing quality management but rather involves improvements across all organizational processes, including sales systems, supplier relationships, production, accounting, and more.

Why is the principle of "Improvement" Important for Organizations?

The principle of "Improvement" is crucial for organizations to sustain their current performance, adapt to changing conditions inside and outside of the organization (i.e. adapt to the changing context), and seize new opportunities.

The key benefits of applying this principle include:

• Enhancing the effectiveness of processes, organizational capabilities, and customer satisfaction.
• Increasing focus on analyzing and identifying root causes, leading to the implementation of preventive and corrective actions.
• Improving the ability to anticipate and respond to both internal and external risks and opportunities.
• Paying greater attention to all types of improvements.
• Utilizing learning tools more effectively for continuous improvement.
• Boosting the organization’s innovation capabilities.

How to Implement the Improvement Principle?

Each organization may have its own strategy for implementing this principle. Here are some potential actions to consider:

1. Set Improvement Goals at All Organizational Levels
   Goals should be specific, understandable, and achievable for each employee. Larger organizational goals should be broken down into smaller, manageable objectives, so everyone understands their role in the overall process. For example, if the organization's goal is to improve financial performance and increase sales, a shop foreman might focus on improving workplace organization and reducing downtime—areas directly within their control.
   
   
2. Educate and Train Staff
   Educate employees at all levels on applying basic tools and methodologies to achieve improvement goals. It is not enough to set goals; employees need to be equipped with the skills to achieve them. Training on lean manufacturing and the 5S methodology can help with workplace organization. Managers in the logistics department might benefit from attending a conference dedicated to logistics system optimization. Additionally, internal auditors should receive training to improve the quality of audits.
   
   
3. Ensure Employee Competence
   Competence is crucial for successful improvement initiatives. Inadequate knowledge can lead to mistakes or issues. Employees should understand business processes and the context in which they operate. Mastering risk management approach is key when seeking for improvements. Cross-functional teams, comprising representatives from different services with complementary expertise, can help mitigate potential negative effects of improvement efforts.
   
   
4. Develop and Implement Supportive Processes
   People often resist change due to established habits. To address this, provide convenient and understandable mechanisms for suggesting improvements (e.g., application forms, suggestion boxes, resource allocation procedures, evaluation criteria, actions resulting from internal and external audits etc). Simultaneously, foster employee engagement through a motivational program that encourages participation in improvement processes. Creating a culture of improvement where employees feel free to share ideas is essential, as opposed to a culture of rigid adherence to instructions.
   
   
5. Track, Analyze, and Verify Improvement Projects
   Monitor how improvement projects are planned, implemented, and concluded, and assess the results. Do you need formal improvements on paper that don’t give any added value? Supposedly, you set the goal for each employee to submit one improvement idea per month, and it’s perfectly met. But it is not merely the quantity of proposals that matters, but the quality and impact of the implemented ideas. It’s crucial to select the truly useful suggestions, to implement them and to analyze implementation’s results. External and internal audits of the Quality Management System (QMS) can help in monitoring these activities.
   
   
6. Leverage Opportunities for Improvement in New Developments
   When developing new products, services, or processes, consider past experiences and customer feedback—both internal and external. Addressing complaints and suggestions can help eliminate deficiencies, solve current problems, or prevent future issues, ultimately leading to increased customer satisfaction and improved financial performance.
   
   
7. Acknowledge and Celebrate Improvements
   Recognizing and celebrating the achievements of those involved in improvement projects is vital for fostering a positive corporate culture. Rightly organized communication is key to success. Recognition can come in various forms, such as a personal thank you from the CEO, a photo on the honor board, an interview in the company newsletter, a medal, or a cash award. Such acknowledgment reinforces that improvements are valued and appreciated.

For more information on the other principles of quality management, refer to the article 7 of the ISO 9001 principles of quality management.