1

Focus
on your
customers

Organizations rely on customers. Therefore:

•  Organizations should understand customer needs.

•  Organizations should meet customer requirements.

•  Organizations should exceed customer expectations.

2

Provide
leadership

Organizations rely on leaders. Therefore:

•  Leaders should establish a unity of purpose and
set the direction the organization should take.

•  Leaders should create an environment that encourages
people to achieve the organization's objectives.

3

Involve 
your 
people

Organizations rely on people. Therefore:

•  Organizations should encourage the
involvement of people at all levels.

•  Organizations should help people to
develop and use their abilities.

4

Use a
process
approach

Organizations are more efficient and effective
when they use a process approach. Therefore:

•  Organizations should use a process approach
to manage activities and related resources.

5

Take a
systems
approach

Organizations are more efficient and effective
when they use a systems approach. Therefore:

•  Organizations should identify interrelated
processes and treat them as a system.

•  Organizations should use a systems approach
to manage their interrelated processes.

6

Encourage
continual
improvement

Organizations are more efficient and effective
when they continually try to improve. Therefore:

•  Organizations should make a permanent commitment
to continually improve their overall performance.

7

Get the facts
before you
decide

Organizations perform better when their
decisions are based on facts. Therefore:

•  Organizations should base decisions on the
analysis of factual information and data.

8

Work
with your
suppliers

Organizations depend on their suppliers 
to help them create value. Therefore:

•  Organizations should maintain a mutually
beneficial relationship with their suppliers.

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 Updated on January 14, 2015. First published on September 30, 2001.

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