The ISO9000 series quality management and quality assurance standards (ISO/TC 176) officially promulgated by the Technical Committee for Quality Management and Quality Assurance of the International Organization for Standardization in 1987 have adapted to the development trend of international trade, achieved wide international recognition of the quality assurance system, and are more conducive to protecting the interests of consumers and promoting the healthy development of enterprises.
China held in May 1992? National quality work conference? This decision is equivalent to the adoption of ISO9000 standard, which ensures that China's quality assurance standards fully adopt international standards and are in line with the world. It has upgraded the product quality of China enterprises and laid a solid foundation for promoting outstanding manufacturing enterprises in China to go abroad and participate in international competition.
The quality elements contained in ISO9000 standard include: management responsibilities, quality system, contract review, design control, document and data control, procurement management, customers, process control, inspection and test, inspection, measuring and test equipment control, inspection and test status, unqualified product control, corrective and preventive measures, handling, storage, packaging, protection and delivery, quality record control, internal quality audit, etc.
Gui O9000 standardizes the definition and terminology of quality, and specifies the basic requirements that an enterprise's quality management system should meet. The standard also puts forward eight widely applicable quality management principles, namely, paying attention to customers, leading role, full participation, process method, system management method, continuous improvement, fact-based decision-making method and mutually beneficial relationship with suppliers. The standard divides the enterprise management system into? Management responsibilities? 、? Resource management? 、? Product realization? 、? Measurement analysis and improvement? The four management processes embody the process method, and the standard itself also expounds the requirements of the standard for each process and quality elements of the quality management system from the perspective of process.
Enterprises that have passed this standard certification have gradually changed from manufacturing enterprises to service enterprises, schools, government departments and even community service units.
Second, the total quality management elements
We can regard TQM in feigenbaum era as a narrow concept, while TQM is constantly developing and perfecting today, while modern TQM can be regarded as a broad concept. If we talk about the concept of quality management in a broad sense, then it contains the most comprehensive quality management elements.
Feigenbaum's book Total Quality Management has brought the concept of quality management into a new stage, which is defined as an effective system that integrates the development quality, maintenance quality and improvement quality of all departments in an enterprise in order to conduct market research, design, manufacturing and after-sales service at the most economical level, taking into account the full satisfaction of customers' requirements. As one of the development stages of quality management theory, total quality management is named after this book, from which we can see the importance of this book to the development of quality management theory. Feigenbaum, Zhu Lan and other American quality management experts have made outstanding contributions to the development of this concept.
The method of quality management is also from the mathematical statistics method in the initial statistical process control management stage to the management system theories and methods such as organizational behavior, system theory and concurrent engineering. Total quality management has developed from focusing on work efficiency to a humanized management method that requires both efficiency and employee satisfaction. Generally speaking, TQM includes quality elements: quality leadership, high-quality corporate culture, honest and trustworthy business philosophy, systematic quality strategy recognized by all employees, training, teamwork, smooth and convenient information system, effective quality performance evaluation and reward and punishment system, and appropriate process control system.
Third, the quality elements of excellent performance model
China's outstanding performance model combines the basic contents of quality award standards of the United States and other developed countries in the world, embodies the advanced concepts and methods of modern management, and is a summary of the successful experience of world-class enterprises. In the evaluation of famous brand products in China, the reporting enterprise should provide its own quality management evaluation report according to the excellent performance criteria. Therefore, in order to maintain the status of brand-name products and ensure that the quality level of brand-name products can be continuously improved through three-year re-evaluation, enterprises must implement excellent performance standards as required.
Excellent performance model requires product quality and service quality as the core, emphasizing the overall quality management of the organization, and realizing the business performance of the enterprise by improving the quality. The concept of product quality extends to operational quality. In order to make the enterprise achieve sustainable and stable development, this model puts forward requirements for the leading role, strategy, customer and market-centered, people-oriented and corporate culture of the enterprise. Excellent performance model requires enterprises not to take customers first as a slogan, but to be reflected in their business philosophy, corporate culture and actions. Finally, we should evaluate customer satisfaction, pursue customer satisfaction, and continuously improve customer satisfaction and loyalty according to feedback information. Broadly speaking, quality elements mainly include leadership, quality strategy, customer and market orientation, process management, employee management, measurement and analysis improvement, knowledge management and business effect. Winning the quality award may be the dream of many enterprises pursuing excellent quality, but winning the quality award is not an end, but a process of perfecting the quality management system. Excellent performance system provides a framework and model for enterprises to establish excellent management system. It takes a hard process to achieve excellent management performance, and it is this process that brings rich market and financial returns to enterprises, not the awards themselves (Greg Adams et al. 1999). Zero defect management, quality elements, quality management masters, what are they? Zero defect? Crosby, a management thinker known as father, put forward in the early 1960s? Zero defect? Thought, and launched the zero defect movement in the United States, and then spread to Japan, which was fully promoted in Japanese manufacturing industry, which made the quality of Japanese manufacturing products improve rapidly and reached the world-class level, and then extended to all fields of industry and commerce. The idea of zero defect management is not to find any reason for making mistakes. Crosby has a famous saying: quality is free? Does he think the quality cost is out of thin air? Do things right the first time? If a mistake is made, there will be reworked products, defective products and even waste products, and there will be unnecessary rework losses and price reduction losses, as well as indirect manufacturing costs such as raw materials and workers' working hours, equipment downtime, manufacturing expenses and even management expenses in the daily operation of enterprises.
The idea of zero defect management advocates that enterprises should give full play to the subjective initiative of employees to manage. It requires the organization to have a clearly defined quality goal, namely zero defects. From the very beginning, product producers have done a good job seriously and accurately, made reasonable arrangements from the requirements of product quality, cost consumption and delivery date, and made the right ones at the first time, rather than relying on back testing to correct them. Zero defect emphasizes prevention and control in advance, which is the commitment and product design standard for products to meet customer requirements. From the quality concept of zero defect put forward by management to the establishment of a company-wide quality management team, the quality of work and activities in the organization is measured and measured, the waste caused by bad products and activities is explained by quality cost data, the activities to correct errors are determined, the causes of errors are eliminated, and finally the goal of zero defects is achieved. The goal of zero defect requires the organization to take endless continuous improvement as the driving force and use reasonable incentives to continuously improve the quality of work and products.
Zero defect management requires the organization to do a good job in the following aspects: zero defect quality goal, top management's quality mission, effective implementation system, quality information and effective control, education and training, teamwork, supplier participation, continuous improvement and quality cost management.
Four, six sigma management quality factors
What is the conformity of quality management in the past? 3? Quality standard, that is to say, it will be allowed to approach 2.7 under normal circumstances? In today's mass production or service enterprises, this standard is actually unacceptable. So modern enterprises began to follow suit? 6? Companies that follow this principle try to reduce the defective rate to 3.4PPM (that is, no more than 3.4 defective products per million times). Such a harsh standard is not easy to achieve, and the quality standard of Six Sigma can not be achieved by minor changes and small progress. It needs not only the systematic reform of production mode and management system, but also the continuous improvement of systems and processes, so the six-sigma management system, which is popular all over the world, appears.
Six sigma management requires continuous improvement of the quality of products and services, formulation of quality objectives, and application of quality tools and methods to meet the requirements of customer satisfaction. During the implementation of the six horse-fit projects, the organizational system composed of advocates, black belt masters, black belt and green belt personnel provided organizational guarantee for the smooth implementation of the six horse-fit projects, and various quality tools such as new and old QC7 tools, DMAIC, FMEA, QFD and DOE provided technical guarantee for the smooth implementation of the six horse-fit projects. The management of suitable horses focuses on finding potential and hidden problems, rather than correcting mistakes afterwards, controlling the source and influencing factors in advance, and not giving the wrong results an opportunity. Therefore, six sigma is not only a statistical standard in quality, but also represents a brand-new management concept and philosophy.