1. Quality elements of ISO9 international quality management system
ISO9 series of quality management and quality assurance standards, which were officially promulgated by the Technical Committee on Quality Management and Quality Assurance (ISO/TC176) of the International Organization for Standardization in 1987, have adapted to the developing 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.
it was held in China in may 1992? National quality work conference? The decision is equivalent to the adoption of ISO9 standard, which ensures that China's quality assurance standards fully adopt international standards, and is in line with the world, laying a solid foundation for the product quality of Chinese enterprises to by going up one flight of stairs, and for promoting China's outstanding manufacturing enterprises to go abroad and participate in international competition.
the quality elements contained in iso 9 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, control of unqualified products, corrective and preventive measures, handling, storage, packaging, protection and delivery, and control of quality records.
the iso 9 standard standardizes the definition and terminology of quality, and defines the basic requirements that an enterprise's quality management system should meet. In the standard, eight widely applicable principles of quality management are also put forward, namely, focusing on customers, leading role, full participation, process method, systematic 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.
the iso 9 standard has been gradually improved from an initial set of management system standards suitable for the manufacturing industry, and it is more widely applicable, and has become a quality management system standard that can be adopted and implemented by various types of organizations. Enterprises that have passed this standard certification have gradually become service enterprises, schools, government departments and even community service units from manufacturing enterprises.
Second, the elements of total quality management
We can regard the total quality management in Fegenbaum's era as a narrow concept, while today's total quality management is constantly developing and perfecting, while the modern concept of total quality management can be regarded as a broad one. If we talk about the concept of quality management in a broad sense, then it contains the most comprehensive quality management elements.
Fegenbaum's book Total Quality Management has brought the concept of quality management into a new stage. Its definition is: in order to conduct market research, design, manufacture and after-sales service at the most economical level, taking into account the full satisfaction of customers' requirements, it is an effective system that integrates the development quality, maintenance quality and improvement quality of all departments in the enterprise. As one of the development stages of quality management theory, total quality management is named after the book, from which we can see the importance of the book to the development of quality management theory. American quality management experts such as Feigenbaum and Zhu Lan have made outstanding contributions to the development of this concept.
The methods of quality management are also from the mathematical statistics methods in the initial statistical process control management stage, the management system theories and methods developed by organizational behavior, system theory and concurrent engineering. Total quality management has developed from paying attention to work efficiency to the humanized management method that requires paying attention to both efficiency and employee satisfaction. Generally speaking, TQM includes quality elements: quality leadership, corporate culture of pursuing high quality, honest and trustworthy business philosophy, systematic quality strategy recognized by all staff, training, teamwork, smooth and convenient information system, effective quality performance evaluation and reward and punishment system, and appropriate process control system.
3. Quality elements of excellent performance model
China's excellent performance model combines the basic contents of the quality award standards that are the most influential in developed countries in the world, such as the American National Quality Award, and reflects the advanced concepts and methods of modern management, which 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 the evaluation report of its own quality management according to the criteria for performance excellence. Therefore, in order to maintain the status of brand-name products, ensure that the quality level of brand-name products can be continuously improved through the triennial re-evaluation, enterprises must implement the criteria for performance excellence as required.
excellent performance mode requires product quality and service quality as the core, emphasizes the overall quality management of the organization, and realizes the business performance of the enterprise by improving the quality. The concept of product quality is extended to the quality of operation. In order to make the enterprise achieve sustained and stable development, this model puts forward requirements for the leadership role, strategy, customer and market-centered, people-oriented and corporate culture of the enterprise. Excellent performance model requires enterprises not to take customer first as a slogan, but to embody it in their business philosophy, corporate culture and actions. Finally, we should evaluate customer satisfaction, pursue customer satisfaction, and constantly improve customer satisfaction and loyalty according to feedback information. From a broad perspective, the quality elements mainly include leadership, quality strategy, customer and market-oriented, process management, employee management, measurement and analysis improvement, knowledge management and business effect. Winning the quality award may be a dream for 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 precisely this process, not the award itself, that brings rich market and financial returns to enterprises (Greg Adams, etc.1999). Zero defect management quality elements quality management master, have? Zero defect? Crosby, the management thinker known as the father, put forward in the early 196s? Zero defect? Thought, and carried out 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 expanded 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 cost of quality comes from nothing? Do things right the first time? If you make a mistake, you will produce repaired products, defective products and even waste products, and you will have unnecessary rework losses, price reduction losses, and 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 Defects advocates that enterprises should give full play to the subjective initiative of employees to carry out business management. It requires the organization to have a clearly defined quality goal, that is, zero defects. From the very beginning, the product producers have done their work accurately in a serious manner, and made reasonable arrangements from the requirements of product quality, cost and consumption, delivery date, and made them right the first time, instead of relying on back testing to correct them. Zero defect emphasizes prevention and control in advance, which is the promise that the product meets the requirements of customers and the product design standard. From the management's quality concept of zero defect to the establishment of a company-wide quality management team, the quality of work and activities in the organization is measured and measured, and the waste caused by bad products and activities is explained by quality cost data, and the activities to correct mistakes are determined to eliminate the causes of mistakes and finally achieve the goal of zero defect. 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. < P > Zero defect management requires the organization to do well in the following aspects: zero defect quality goal, quality mission of top management, 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 elements
what did the past quality management follow? 3? Quality standards, which means that under normal circumstances will allow nearly 2.7? In today's mass production or service enterprises, this standard is actually unacceptable. So modern enterprises began to follow? 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 can't be achieved easily, and the quality standard of Six Sigma can't be achieved by local small changes and small progress. It needs not only the systematic production mode and management system reform, but also the continuous improvement of the system and process, so the Six Sigma management system that is popular all over the world has emerged.
Six Sigma management requires continuous improvement of product and service quality, formulation of quality objectives and application of quality tools and methods to meet customer satisfaction requirements. During the implementation of Six Sigma project, the organizational system composed of advocates, black belt masters, black belt and green belt personnel provided organizational guarantee for the smooth development of Six Sigma project, and various quality tools such as new and old QC7 tools, DMAIC, FMEA, QFD and DOE provided technical guarantee for the successful implementation of Six Sigma project. Six Sigma management focuses on finding potential and hidden problems, rather than correcting mistakes afterwards, controlling the source and influencing factors in advance, and not giving opportunities for wrong results. Therefore, Six Sigma is not only a statistical standard in quality, but also represents a brand-new management concept and philosophy.