บทที่ 1 บทนำ

1. บทที่ 1 บทนำ ความหมายของ คุณภาพ ISO 9000:2000 defines Quality as: “degree to which a set of inherent characteristics fulfils requirements”

2. การประกันคุณภาพ ISO 9000:2000 defines the Quality Assurance as: “ part of quality management focused on providing confidence that quality requirement will be fulfilled”

3. Quality Control and Quality Assurance • Quality control (ISO 9000:2000) is defined as: “part of quality management focused on fulfilling quality requirement” • ISO 9000:2000 defines Quality Management as: “co-ordinated activity to direct and control an organisation with regard to quality”

4. PDCA P A D C

5. Quality Management Principle • Customer focus • Leadership • Involvement of people • Process approach • System approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationship

6. Total Quality Management (TQM) • Assumption • No one in the organization is excluded, and every one is participates in implementing quality and has an impact on the customer’s perception of quality, appreciation by society. • It is not only the external customer that needs to be satisfied but internal customer must be satisfied as well. Therefore the organization is views as a series of customer supplied relationships. • Appreciation of the organization by society may and often does play a vital role in securing the success of the business.

7. Fundamental requirement of TQM • Know your customer, both external and internal. Possible actions: • Customer surveys • Functional analysis • Quality cost analysis • Quality function deployment

8. Fundamental requirement of TQM 2. Know your competitors. Possible actions: • Customer surveys • Competitor analysis • Bench marking

9. Fundamental requirement of TQM 3. Know the cost of nonconformance (CONC) Possible actions: • Quality cost analysis • Functional analysis

10. Fundamental requirement of TQM 4. Measure performance against key customer driven parameters. Possible actions: • Customer surveys • Competitor analysis • Benchmarking

11. Fundamental requirement of TQM 5. Make sure that each employee understands and commits themselves to the Quality objectives of the business. Possible actions: • Functional analysis • Education and training • Communication

12. Fundamental requirement of TQM 6. Management commitment to continuous improvement of quality within business. Possible actions: • Quality cost analysis • Functional analysis • Education and training • Communication

13. Fundamental requirement of TQM 7. Define the purpose of each department and activity in term of satisfying external and internal customer requirements. Possible actions: • Functional analysis

14. Fundamental requirement of TQM 8. Enable the employee to fulfill their commitment to quality by influencing the programme of continuous improvement. Possible actions: • Education and training • Communication • Corrective action task force, corrective actions groups • etc.

15. Fundamental requirement of TQM 9. Whenever possible replace the inspection and correction techniques of quality control with the preventive actions. Possible actions: • Error cause removal schemes • Quality circles • Problem solving • Suggestion programs

16. Fundamental requirement of TQM 10. Never accept a non-conforming output in the form of a product for external or internal customers. Possible actions: • Quality cost analysis • Functional analysis • Education and training • Communication

17. Fundamental requirement of TQM 11. Plan effectively before undertaking any actions. Possible actions: • Quality Improvement Team/

18. Other concepts and Vocabulary • Audit “Systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extend to which audit criteria are fulfilled” • Process “set of interrelated or interacting activities which transforms inputs into outputs”

19. Other concepts and Vocabulary • Nonconformity “non-fulfillment of a requirement” • Document “information And its support medium” • Record “document stating the results achieved or providing evidence of activities performed”