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THE PRINCIPLES OF QUALITY MANAGEMENT

THE PRINCIPLES OF QUALITY MANAGEMENT. DEFINING QUALITY. Good Appearance? High Price? The Best? Particular Specification? Not necessarily, but always: Fitness for Purpose Meets Customer Requirements. THE NATURE OF QUALITY. Meeting Customers’ and the Organisation’s Needs

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THE PRINCIPLES OF QUALITY MANAGEMENT

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  1. THE PRINCIPLES OF QUALITY MANAGEMENT

  2. DEFINING QUALITY • Good Appearance? • High Price? • The Best? • Particular Specification? Not necessarily, but always: • Fitness for Purpose • Meets Customer Requirements

  3. THE NATURE OF QUALITY • Meeting Customers’ and the Organisation’s Needs • Integral Part of the Business • Assuring Quality Systematically • Prevention Culture • Right First Time • Continuous Improvement

  4. QUALITY TERMINOLOGY • Quality Control = Correction • Quality Assurance = Prevention • Quality Management = Enhance Customer Satisfaction and Continual Improvement

  5. THE REQUIREMENTS OF ISO 9001: 2000 • An International Standard for Quality Management Systems • Covers the planning, the management and operation of any Organisation • Assures Customers of your reliability and competence to deliver what you promise

  6. THE PRINCIPLES OF ISO 9001: 2000 • Customer Focused Organisation • Leadership • Involvement of People • Process Approach • System Approach to Management • Continual Improvement • Factual Approach to Decision Making • Mutually Beneficial Supplier Relationships

  7. ISO 9001: 2000FIVE CHAPTERS • Quality Management System • Management Responsibility • Resource Management • Product Realization • Measurement, Analysis and Improvement

  8. ISO 9001: 2000THE KEY THEMES • Knowing your Customers • Continual Improvement • Planning • Communications

  9. QUALITY POLICY • Set by the Organisation’s Directors • Controlled and Updated • Establishes Principles • Identifies Corporate Responsibilities

  10. ORGANISATION • Designated Quality Manager • Defined Employee Responsibilities • Clear Lines of Authority and Accountability • Shows Trained Staff

  11. DOCUMENTATION • Written Policies, Process Maps and Training Documents • Standard Methods of Best Practice • Process Approach • Authorisation and Control • Evidence of Compliance

  12. REASONS FOR DOCUMENTING PROCESSES • Defines clearly which staff are responsible • Assures work is done in a consistent way • Assures work is done to the same high standard • Useful for training new personnel

  13. DOCUMENT HIERARCHY • Quality Manual - Policies, Organisation, ISO 9001 • Process Maps - Why, Who by, How • Reference Documents - Training Documents, Forms • MUST BE KEPT CURRENT

  14. PROCESS MAPS • Scope - What it is about • Objective - Why you do it • Responsibilities - Who does it • Documentation - Forms, records • Process Method - How to do it

  15. CUSTOMER REQUIREMENTS • Clear understanding of your Customer’s Needs • Defining the Service • Amending Requirements • Customer Communication • Customer Satisfaction • Customer Complaints

  16. ROLE OF YOUR SUPPLIERS • Approval of Suppliers • Evaluation and Re-evaluation • Clear Specification • Performance Monitoring

  17. PROCESS APPROACH • Defining the Core Processes that add value • Agreeing Best Practice • Checking Performance Measures • Checking Internal and External Standards • Monitoring Status

  18. CONTINUOUS IMPROVEMENT • Record Mistakes and Problems • Immediate Corrective Action • Preventive Action on Causes • Analyse Trends • Monitor Effectiveness of Changes

  19. MAINTAINING THE SYSTEM • Internal Quality Audits • Management Review • Independent Certification and Surveillance

  20. ISO 9000COMMON CRITICISMS • Failure to address Customers • Excessive and constraining Bureaucracy • Too much unnecessary Paperwork • Unsuited to Small Companies • Only for Manufacturing • Extra Costs and Staffing • NOT IF YOU GET IT RIGHT

  21. BENEFITS OF ISO 9000 • EXTERNAL • Internationally Recognised Standard • Approved Supplier Status • Competitive Advantage • Clear Demonstration of your Commitment to Quality

  22. BENEFITS OFISO 9000 • INTERNAL • Less Waste of Time and Effort • Improved Efficiency and Effectiveness • Fewer Complaints • Culture of Problem Prevention and Continuous Improvement • Focus on Customer Service and Business Results

  23. ISO 9000 RESULTS • A Survey of 2317 Firms found that after Certification: • 89% Gained Operational Efficiency • 48% Improved Profitability • 76% Improved Marketing • 26% Improved Export Sales

  24. STEPS TO ISO 9000CERTIFICATION • Initial Audit and Review • Gain Management Commitment • Management Steering Group • QA Awareness for all staff • Write Quality Manual • Map Core Processes • Train QMR and Auditors • Implement and Test • Internal Audits • Management Review • External Accreditation

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