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IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM, MFI……

IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM, MFI……. (special thanks to Geoff Leese). From people to quality. HR is a responsibility now devolved throughout the organisation’s line managers, with a core staff of specialist advisers (last lecture)

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IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM, MFI……

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  1. IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM, MFI…… (special thanks to Geoff Leese)

  2. From people to quality • HR is a responsibility now devolved throughout the organisation’s line managers, with a core staff of specialist advisers (last lecture) • Responsibility for quality is also now seen as devolved, throughout the organisation itself, with a core staff of specialists who assure quality by their liaison through the workplace

  3. The Future In the future there will be two kinds of company - Those who have implemented Total Quality and those who have gone out of business. You do not have to do this - survival is not compulsory W Edwards Deming

  4. Definitions of Quality • Innate excellence • Error free • Fit for purpose • Measurable to standards • Value

  5. Quality Characteristics Characteristics or Factors • function • appearance • reliability • durability • recovery • contact

  6. Investment Cost of Quality • people • skills • training • plant • fit for purpose • process • fit for purpose • resources fit for purpose • resources for rework

  7. External ‘Cost’ of Quality • Customers and their perceptions • Returns and handling • Rework • Replace • Reputation • Customer chain • Value for money

  8. Controlling Quality • Measuring performance • Interpreting the evidence • Finding the cause of problems • Improving performance • Presenting the information • Whose responsibility? • Taking action

  9. Assuring Quality • Process design • Handling statistics • Beyond direct manufacturing/service provision • Quality cultures • Customer in view

  10. Managing Quality • Modern methods • Whose responsibility • Quality Culture? • TQM • Quality Circles • Zero Defects

  11. Quality Standards • What is relevant to your operation? • International standards • BS EN ISO 9000 • 1 Guidelines (TickIT) • etc • ISO 9004 • 1 system elements • 2 service • 3 processed materials • etc • BS 4778 defines terms used • How necessary?

  12. Total Quality Management • Systematic method to ensure all activity is as planned, meeting customer requirements • Quality Control belongs to all • all empowered to take action • internal customer concept • zero defects • monitoring of procedures • team work, sharing ideas • Total management involvement

  13. Reading • Bott section 2.3.5 • Clifton section 9.12

  14. Tutorial Tasks • How might one assess the quality of a sandwich? • Consider • what is meant by “quality” • how one might measure these things • how those measurements might be “judged” • what control measures might be taken?

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