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Human-centred quality is an outcome and a measure of the extent to which requirements for usability, accessibility, user experience and avoidance of harm from use are met. This document describes the rationale, principles and activities needed to improve the human-centred quality of an organisation’s products, systems and services, and the significant business benefits that can be achieved. It provides requirements and recommendations for the principles that management needs to implement for achieving human-centred quality. The principles and activities address the needs of people directly interacting with the outputs of the development process as well as other people who are stakeholders in their operation. While the document is not intended to be directly applicable to organizational design and the design of work systems, it can be adapted for these purposes. It does not provide in detail coverage of the methods and techniques; processes that implement the human-centred design approach are described in ISO 9241-220. This document does not address domain-specific health or safety requirements. The information in this document is intended for use by those responsible for planning and managing projects that develop products and services. It provides a framework for ergonomists and human factors professionals involved in human-centred activities to structure their work for integration in project planning and governance. This document operates within the framework of ISO 26800, that sets out the overall principles of ergonomics. The application of detailed ergonomics/human factors knowledge in specific domains can be used in conjunction with this document. These issues are addressed in a number of other TC 159 standards including parts of ISO 9241, ISO 6385, ISO 20282-1, ISO 11428 and ISO TS 20646.