Q uality D epartment 200 5 -200 6

1. Quality Department2005-2006

2. TABLE OF CONTENTS • Department Vision • Department Mission • Department Objective • Our perception • Department Goals • Why Quality • Department Structure • Department Platform

3. Q Model Quality Model tells us that “customer satisfaction”, “people(employee) satisfaction“are achieved through “leadership” which drives the “policy and strategy”, “people management” , “resources” and “processes”, leading to excellence in business results

4. To improve Quality of service & Go beyond customer's Satisfaction & Anticipation In a total quality Management System Q Vision

5. Supporting all Geant operations in offering Quality services and products that meet or exceed the needs and expectations of Geant customers and suppliers Q Objective • Drive change in the organization • Build Geant System • Employee empowerment • Continuous improvement • Customer satisfaction

6. Q Mission Build and maintain a Quality system in a Total Quality Management environment  

7. QPerception System, People, Service

8. Q Goals • Defining quality strategies and target in touch with other departments • Planning educations and seminar (Training concept) • Define the quality level and compare this with previous to see the improvement on the all level • Contacting with customer about quality perception & giving reports to the related department • Follow new technique of quality control and apply the suitable in the organization • Authority of controlling all departments in the organization on the quality subject • Support all managers in enhance the process of making management

9. Why Quality? Amanagement philosophy that seeks continuous improvement in the quality of performance of all the processes, Procedures products and services of an organization customer focused.

10. Why Quality? To analyzing the organization by means of Total Quality concept, on-going processes, and existing and non-existing define the strategy and vision of the company with Total Quality topics in the organization and Classify of these topics are applied in the organization or not What to do to improve these processes ?

11. Why Quality? • Quality Requires focus on customer satisfaction in a healthy business environment. • Quality Is the responsibility of all Geant, in everything we do in our daily activities • Quality It aims at achieving long-term business success and employee benefits • Quality Defined processes spanning across different functions, units, departments or divisions are the backbone of any Business Excellence Model • Quality Present New Culture in hypermarket organization charts

12. QStructure Auditing : Audit is about shaping whether processes and the system is meeting requirements and facilitating corrective action when it is not

13. QStructure Quality Control: 1. Develop Management Systems 2. Continually Improve Management operations Systems 3. Risk Management model

14. QPlatform Approved by: Date Of issue QMS Community Advanced Phase

15. QStructure Training: Provide professionals with learning opportunities for understanding processes and systems as they relate to the organization.

16. Together, we will succeed

17. Quality Process Management

18. Quality Process Management Process

19. Quality Management Stage

20. Quality Process Management Training Offered a new approach to learning and training to Geant’s employees as it promotes an organizational culture of continuous learning, bounded with the strategic goals of the company. Purpose To To drive change in the organization To develop the employability of the workforce

21. Quality Process Management Training * Basic Skills. * Learning Skills * Interpersonal skills * Creative Thinking & Problem Solving * Leadership * Self Development Management

22. Quality Process Management Quality Control System Building & Design to monitor a process with built feedback and adjustment steps required to maintain the outcome in Equal with requirements, and resources necessary to effectively manage the goals & standard and Supporting all Geant operations in offering Quality and keep the company image. Purpose, To systemize: KPI & Standard External partner for operations Policy & Procedure Operations & service Evaluation & On job performance

23. Quality Process Management Quality Control The control connected with the following: * Organizational Structure. * Responsibility authority and communication * Continual improvement , Risk Management * Customer focus concept * Design and development, Documentation, implementation • * Geant Image • * Develop a standard service manual for the front liners

24. Quality Process Management Risk Management Risk Management: There is several external and internal factors which have an effect on the operations , External : Suppliers , operations support social factors , tools Internal : Client service , goals and company strategies

25. Quality Process Management Risk Management * Risk Management operations a) Evaluating & implementing treatment risk steps b) Avoid risk by not proceeding with activity c) Transfer all the part of the risk by shifting responsibility with Monitor risk d) effectiveness of the management system plan and set up the control implementation

26. Quality Process Management Risk Management * Risk Management Tools Brainstorming System mapping and process analysis Control analysis Risk rating

27. Quality Process Management Quality Auditing Focusing on quality at all levels base on KPI & standard Audit Standard = Organizational Standard An analysis of elements of a process and appraisal of completeness, correctness of conditions, and possible effectiveness Systematic and independent examination and evaluation to determine whether quality activities and results comply with planned arrangements, and whether these arrangements are implemented effectively and are suitable to achieve objectives

28. Quality Process Management Quality Auditing Reason for Quality Ambassador There is one purpose of audits is to remove bear traps & to break the hidden mistakes via observe and reporting to upper managements Auditor’s Responsibility: Document & observe , Report audit results, Communicate and clarify requirements Report with improvement result, Report with operations gaps Meeting scheduled for departments members

29. Quality Process Management Quality Ambassador Mission Statement: Ensure that the policies & procedures are implemented, control possible deviations, by conducting regular visits to branches and constant tests that standards are implemented properly .

30. Quality Process Management Control Charts

31. Quality Process Management Quality Auditing An individual concept , inspection & evaluate performance Focusing on quality at all levels base on KPI & standard 1 1

32. Quality Process Management Quality Auditing An individual concept , inspection & evaluate performance Focusing on quality at all levels base on KPI & standard 1 1

33. Quality Process Management Quality Auditing An individual concept , inspection & evaluate performance Focusing on quality at all levels base on KPI & standard 1 1

34. Quality Process Management Workflow

35. Quality Process Management KPI Key performance indicator (KPI): A statistical measure of how well an organization is doing. A KPI may measure a company's financial & non-financial performance.

36. Quality Process Management Key performance indicator Regular Seminar will show up for KPI labels

37. Training Stage Effective Training Process

38. Auditing Stage Effective Follow Up & Implementation process Auditing Operation Complex processes and systems require auditing

39. Quality Control Stage Quality Process Management Quality Operation Insert the quality standard & control in all the progress operations

40. Quality Process Management

41. Business Process Improvement

42. Submitted Rejected Evaluated Approved Change Made Audit Verified Closed Change Control Process Impact Analysis Checklist for Requirements Changes

43. 4.Act: Implement the plan 1.Plan: Identify the improvement and make a plan 3.Check: Is the plan working 2.Do: Test the plan PDCA Model

44. Thanks For Your Attention !