Underlying Quality Principles
These principles are consistent with Integrated
Safety Management Policy, P 450.4A and support
- Define Policies and Objectives--Ensure they
are Understood and Accepted.
Management must set expectations for the organization
as a whole before employees can do their jobs,
satisfy their customers, and strive to improve
the quality of their work. This is accomplished
by developing and implementing specific policies
and objectives that reflect the operating
philosophy of the facility's management. Once
these policies and objectives have been established,
all managers must take the necessary actions
to ensure that each employee shares their
vision of the organization's purpose.
- Specify Roles and Responsibilities--Ensure
they are Understood and Accepted.
Each employee must take responsibility for
the work they perform. Everyone contributes
to the quality and to meeting the performance
objectives established by management. It is
management's obligation to ensure that the
employees understand what is being asked of
them. Individual and team performance is the
key to achieving management's objectives.
- Specify and Communicate Expectations--Identify
and Allocate Resources to Achieve Them.
Management must identify resources and capable
individuals for carrying out the organization's
work. Management must provide employees with
the material and training necessary to accomplish
their tasks. Before taking responsibility
for their work, employees must possess the
1. knowledge of management's expectations
2. knowledge of why the task is being performed
3. empowerment to carry out assigned tasks
- Strive to Improve.
Management is responsible for creating an
environment that encourages employees to improve
the quality of the work and work processes
with which they are associated. Employees
must consistently seek new, more innovative
ways to increase quality, efficiency, and
- Ensure People are Competent at the Work
Management must ensure that each employee
is capable of performing his/her assigned
tasks. Employees should be afforded the appropriate
education and training, including professional
development and on-the-job training.
- Ensure the Right People have the Right Information
at the Right Time.
Decision-making must be based on accurate
information. Information that is the basis
for the decision-making process must be available
to employees when they need it.
- Seek and Use Relevant Experience.
Management must make use of information, such
as new technology or lessons learned, from
internal and external organizations that could
potentially affect its operations. By recognizing
the failures and successes of the past, management
will be better prepared to promote a culture
committed to excellence.
- Plan and Control the Work.
Work must be carefully planned and controlled
to ensure that management's objectives are
met. This requires needs to be thought out,
organizational goals identified, lines of
communication established, and required manpower
- Use the Right Material, Tools, and Processes--Control
any Changes to Them.
Management must ensure that the right material,
tools, and processes are in place and are
used so that the organization's products and
services are of the highest possible quality.
- Assess Work to Ensure It Meets Expectations.
All employees must critically assess their
efforts and determine if they have accomplished
what they set out to do as part of meeting
management's expectations. As a way of providing
additional assurance that the product and
service quality has been attained, a system
of assessments must be established and implemented
by management. In carrying out these assessments,
work performance should be measured against
defined standards. The assessments must be
performed by competent individuals who are
performance-oriented and focused on improving
the product and service quality.
- Identify and Remedy Errors and Deficiencies.
All problems must be identified, documented,
analyzed, resolved, and followed up. Management
must be committed to preventing problems where
problems are viewed as opportunities for improvement.
- Periodically Review Management Processes
to Improve Effectiveness and Efficiency.
Management, at all levels, must continually
assess its systems and processes. These management
assessments should be conducted to determine
the effectiveness of the management process,
rather than establishing compliance with organizational
and statutory requirements. They should address
broad categories of management issues, such
as the mission of the organization, employee
understanding of the mission and of management's
objectives, customer expectations, and if
the expectations are being met in the most
For additional information regarding this page or feedback on its content, please contact:
Colette Broussard, Director, Quality
Assurance Policy and Assistance,
This page was last updated on
January 15, 2013