ISO 9001:2000 is the world's most successful standard addressing best practice in the application of quality management systems. The standard is based around the principles of customer satisfaction, continual improvement and the development of a process based quality management system. Although not referenced in the standard itself the ISO 9001:2000 document is underpinned by eight key quality management principles;

• a customer focused organization
  
  

• leadership
  
  

• the involvement of people
  
  

• ensuring a process approach
  
  

• a systematic approach to management
  
  

• a factual approach to decision making
  
  

• mutually beneficial supplier relations
  
  

• continuous improvement

The standard emphasizes the need for an organization to continually monitor their own processes and systems, with many clauses making reference to self monitoring or measurement or both. This emphasis aims for an integrated approach to business processes. Instead of operating to a business plan on one hand and a quality management system on the other, the standard aims to integrate both of these functions into one system.

All of the clauses in ISO 9001:2000 are in some way focused towards meeting and exceeding the customer's expectations. For example the requirement of management to determine and communicate the importance of customer requirements throughout the organization, and the review of customer orders to ensure that they can be met. Companies are required to implement methods for effective communication with the client at all stages of the business including ascertaining customer satisfaction after the product or service has been delivered as well as resolving customer complaints.