Quality Management Principle 3 is Engagement of People, let’s take a look at what that means.

It is essential for the organization that all people are competent, empowered and engaged in delivering value. Competent, empowered and engaged people throughout the organization enhance its capability to create value.

To manage an organization effectively and efficiently, it is important to involve all people at all levels and to respect them as individuals. Recognition, empowerment and enhancement of skills and knowledge facilitate the engagement of people in achieving the objectives of the organization.

Enagement of people – key benefits

Some potential key benefits are:

  • improved understanding of the organization’s quality objectives by people in the organization and increased motivation to achieve them;
  • enhanced involvement of people in improvement activities;
  • enhanced personal development, initiatives and creativity;
  • increased people satisfaction;
  • enhanced trust and collaboration throughout the organization;
  • increased attention to shared values and culture throughout the organization.

What do we mean by Engagement of People?

Communication is key to this principle.

How can organisations engage and communicate with people?

  • communicate with people to promote understanding of the importance of their individual contribution;
  • promote collaboration throughout the organization;
  • facilitate open discussion and sharing of knowledge and experience;
  • empower people to determine constraints to performance and to take initiatives without fear;
  • recognize and acknowledge people’s contribution, learning and improvement;
  • enable self-evaluation of performance against personal objectives;
  • conduct surveys to assess people’s satisfaction, communicate the results and take appropriate actions

The ISO clauses that contribute to this are:

7.1 Resources

Human resource and physical resources are treated as just resources. There is a requirement to determine the resources and not just provide them. Resources for continual improvement of the management system must also not be overlooked.

7.1.3/4 Infrastructure and Environment for the operation of processes

These include buildings, utilities, hardware, software, transportation, IT technology, physical, social, psychological, environmental, temperature, humidity etc. The organization is required to determine, provide and maintain these (for the operation of its processes).

7.1.5 Monitoring and measuring resources

These are applicable to all resources and need to be determined/provided to ensure valid and reliable results. Controls will include: suitable resources, maintenance, documented information, measurement traceability (if required) including: verification, measuring equipment status, adjustment safeguards, and appropriate action on equipment malfunction (unfit for its intended purpose).  

7.1.6 Organizational knowledge

This can include information such as intellectual property and lessons learned. The requirement here is to determine, maintain and make available (extent necessary) the knowledge necessary for the operation of its processes, AND to achieve conformity of products and services. Knowledge necessary to address changing needs and trends will also need considering, and how to acquire or access any additional knowledge necessary.

Sources: (Internal) learning from failure/success, capturing knowledge of experts, gained by experience etc.

7.3 Awareness

This clause requires relevant person(s) doing work under its control to be aware of certain things. It does not stipulate how these persons will be made aware, and it’s up to the organization to ensure awareness on policy, objectives, their contribution, benefits of improving and implications of not doing so.

7.4 Communication

The management system will have certain relevant information that the organization determines is worthy of internal and external communication. Once this has been determined the approach on how this will be communicated also needs to be determined. This will include topics such as; when to communicate, whom to communicate, and who communicates.

If you want to know more about the subject we cover these topics in our courses, namely: