Quality management and quality awareness information
The 21st century is the "quality century". Currently, the Yingkou Cigarette Factory of Hongta Liaoning Tobacco Co., Ltd. is carrying out a new round of educational activities to popularize basic knowledge of total quality management. The purpose is to further improve the quality of employees and thereby enhance the competitiveness of the company. Attitude determines everything, thoughts determine actions. Therefore, the focus of quality management work is the formation of quality control awareness. Below is the relevant information on quality management and quality awareness that I have collected. Welcome to read.
Quality management and quality awareness information
1. Awareness determines behavior, and the key to quality management is to improve people’s quality awareness
Quality refers to the quality of products or work degree. According to the definition given by ISO9000, "quality" refers to the degree to which a set of inherent characteristics meets requirements. Quality awareness is the degree to which an enterprise and its employees attach importance to quality. In enterprise management, the formation of quality awareness among all employees requires a long-term development process. The degree to which enterprise employees attach importance to daily work and the quality of products mainly depends on quality awareness, which guides and regulates employees' quality behaviors. Consciousness is the way people evaluate their own behavior, and it is an inner psychological activity. "Attitude determines everything, thoughts determine action." People's work behavior and work direction mainly depend on the guiding role of consciousness. Thoughts control behavior, and all human behaviors are controlled by thoughts and ideas. If an enterprise wants to develop, it cannot be separated from people, and it cannot be separated from the "awareness" that guides people to conduct behavioral activities. The core of the scientific development concept is "people-oriented". For enterprises, it should also start from the cultivation of "people" quality awareness and strengthen it. quality management. Truly achieve the effect of autonomous management. In the past 10 years, the company's employees have been replaced by old and new employees, and each position has some new employees. In order not to affect the improvement of product quality and service levels, the company's management department should start from the details, insist on strengthening quality management, and organize regular employee training activities to increase their quality knowledge reserves and establish strict quality management awareness among employees. "Only excellent employees can make excellent products." This is the wise saying of Haier Group. "Before the troops are moved, food and grass go first." To manage product quality, we must first establish the quality control awareness of all employees within the enterprise. Broadly speaking, corporate image can be reflected by the importance employees attach to product quality and service levels. Employee quality awareness is also an objective reflection of their overall quality.
At present, most companies seem to have reached a consensus that strengthening inspections is the only effective way to control product quality. In fact, this concept is unscientific. You know, quality is determined by doing it, not by inspection. Frequent inspections can indeed play a certain role in strengthening product quality management, but in the long run, it will inevitably affect employees' enthusiasm for work and even make them tired of handling inspections. To establish the quality control awareness of all employees and standardize the quality behavior of employees, we start from the employees' ideas and concepts, embed the quality management awareness into the employees' ideas, and then control their quality behaviors through their own quality concepts, so as to improve the products. quality purpose.
Facts have also proved that technical factors are not the main reason that affects product quality improvement, but backward quality concepts and quality management awareness are the key factors. The emergence of many substandard products is mostly due to temporary negligence, lack of dedication, or some luck. These all show how important employees' awareness and work attitude are.
2 Strengthen quality awareness education and promote total quality management
Employees generally lack quality awareness. The root cause is not only the employees’ own backward quality concepts, but also the lack of corresponding cultural atmosphere and an industry within the enterprise. An effective management mechanism is also one of the main factors. In other words, there is no relatively complete quality education and training mechanism in the enterprise. Enterprises carry out quality education and training with the purpose of establishing quality management awareness among all employees within the enterprise and improving the overall quality of employees.
The training of production knowledge and operating skills is only one of the contents of product quality training. It is important to regularly emphasize the awareness of production responsibility and quality management concepts through regularly held training activities, in order to subtly influence the work behavior of employees and urge them to always tighten up the quality. The "string" of control. Enterprises can try various forms of publicity such as keynote speeches, training and lectures, strengthen employees' "quality awareness" education through multiple channels and channels, and create a "quality first" environment within the enterprise so that employees can be influenced by it and accept issues related to quality on their own. Management ideology, over time, the overall quality of employees will be significantly improved.
To establish quality awareness among all employees, an enterprise should create a cultural atmosphere with quality management as the main line within the enterprise. The management must attach great importance to product quality management and adopt certain incentive measures to reward advanced individuals or departmental groups in quality control, so as to form a good situation in which all employees participate in quality management; at the same time, fully implement the quality management system and improve the corresponding Management system, and supporting performance evaluation system, so that quality management is directly linked to the interests of employees, and employees are encouraged to establish a sense of competition and standardize their own operating behaviors. Corporate management should pay close attention to the behavior of employees, commend outstanding employees with outstanding performance in a timely manner, provide guidance and help to employees who are relatively lagging behind, and severely punish non-cooperation and inaction.
Business management should realize that both the quality control process and the final results are very important for improving product quality. After the quality awareness of all employees has been initially formed within the company, they should pressurize themselves with higher quality goals to make product quality meet higher industry standards; at the same time, fully stimulate employees' subjective initiative and work enthusiasm, and according to the company's development goals and quality goals to strengthen independent learning capabilities to increase their own product quality knowledge reserves and fundamentally change the concept of quality.
All employees are direct participants in the company’s production activities. The key to the establishment of the company’s internal quality management system and the improvement of product quality lies in all employees’ understanding of product quality and its importance, as well as their understanding of product quality and their importance during the production process. Enforcement of quality specifications. In view of this, if an enterprise wants to establish quality awareness among all employees and strengthen quality management, it should first improve the overall quality of all employees through learning and training, and regard the improvement of the overall quality of its employees as the first step in the formation of enterprise product quality and quality. As the basis for business development, enterprises can select key contents according to the work characteristics of personnel at all levels of the enterprise through special speeches, lectures, training and learning, and repeatedly conduct education and training on quality management, so that they can fully realize the importance of quality management to the enterprise. importance, fully understand how to effectively implement quality management, thereby continuously improving the quality of corporate products, enhancing corporate competitiveness, and achieving continuous development and progress.
3 Conclusion
The quality of products is made by people. The level of quality often depends on the quality concept and attitude of the personnel. If the quality concept and attitude of the personnel deviate, then No matter how perfect the product system is, no matter how advanced the quality control methods are, they cannot solve the fundamental problem. A person's consciousness will directly affect his behavior and results. Therefore, management must shift from "managing people's behavior" to "managing people's thoughts", and management methods must shift from command, control, and punishment to guidance and motivation. To do a good job in quality management, the key is to improve people's quality awareness. With good awareness, it will always be with us, always reminding us of the rigor and responsibility of our work, and prompting us to constantly pursue the goal of perfection.
1. Basics of quality management
Whether these basic tasks are solid and reliable is directly related to the improvement of the company's quality management and even the overall management level. The basic work of quality management is relatively extensive. Below we will only introduce you to the most basic aspects of work, including: quality target management and standardized management.
Skill point 1: Quality policy
Subject headings: Quality management·Basics of quality management·Quality policy
Quality policy, also known as quality policy.
It is the company's overall quality purpose and quality goals that are officially approved and issued by the company's top manager (in our company, the company's chairman). It is an action guide that all employees of the company must abide by and comply with when performing quality functions and engaging in quality management activities.
The quality policy is different in every enterprise. Some contents are comprehensive, and some contents are personalized contents combined with the characteristics of the enterprise itself. For example, the quality policy of Gemdale Properties is: "People-oriented, customer-centered, through innovative management methods, continuous improvement and implementation of the quality management system, constantly improving the quality of our management services, meeting the growing needs of customers, and realizing Gemdale's "enhance value through quality" "Vision and goals."
Quality policy is not a slogan, but a guide to action for quality activities. When major quality problems occur in daily safety work, our team leader cannot simply deal with the person responsible and end it. Instead, he must seize the opportunity to help team members analyze the ideological reasons and compare them with the quality policy to draw lessons. , to deepen employees’ understanding of the quality policy. In normal times, we also need to strengthen publicity and communication, so that not only ourselves but also our team members can understand the quality policy. Only by understanding can we say we have mastered it and can truly implement it.
To implement the quality policy, we usually establish the company’s quality management system and reflect the requirements of the quality policy through documents and processes. If our documents and processes violate and conflict with the policy, the documents should be revised and improved. . Any employee has the right to resist practices that sacrifice quality and has the right to report violations of the quality policy to top management.
The implementation of the quality policy also needs to be measured and inspected regularly for management review. Measurement of quality policy, such as: measurement of customer satisfaction, internal audit of quality management system, regular inspection of property management service quality, etc. The results of these measurements can be used as a measurement of the implementation of quality policy. If these measurement results fail to meet the expected requirements and cannot satisfy the provisions of the quality policy, then the implementation of the quality policy is not good, and it is necessary to strengthen the operation of the quality management system through management review, or to improve the quality management system. On the contrary, if these measurement results meet the predetermined requirements and meet the provisions of the quality policy, we cannot immediately conclude that the implementation and implementation of the quality policy are very good. We also need to review the quality policy itself. The review of the general quality policy and the review of the quality system are synchronized, that is, at least once a year. This is an institutional requirement. The review of quality policy generally includes two aspects: effectiveness and appropriateness. After a review, it is found that the quality policy cannot maintain continued suitability or that there are problems with its effectiveness. The company usually makes necessary revisions and improvements to the quality policy.
The quality policy is the guiding standard for guiding enterprises to carry out quality management. It cannot stay on the slogan, but must be truly put into practice. During the implementation, continuous review and revision must be carried out to ensure the directionality and accuracy of the quality policy. Keep improving.
Skill Point 2: Quality Objectives
Subject headings: Quality Management·Basics of Quality Management·Quality Objectives
Quality objectives are based on the quality policy. A quality policy sets specific, measurable objectives within a given framework. It is the expected result that the company should achieve in terms of quality within a certain period of time, and is the embodiment of the company's quality policy.
——Quality goals are classified according to time and can be divided into:
l Medium and long-term goals
l Short-term goals
——Quality Objectives are classified by level and can be divided into:
l Company quality objectives
l Department quality objectives
l Team quality objectives
l Personal quality goals
These quality goals can also be combined with each other to form a wide variety of quality goals.
■How to set quality goals?
1. First find the problem. Problem points are problems that must be solved to achieve the quality policy and quality objectives, including unqualified, insufficient, defective, and advanced gaps, etc.
①Customer complaints
②Results of management review
③Results of quality inspection
④Report of nonconformity
⑤Satisfaction survey and market research
⑥Corrective and preventive measures
⑦Other major quality issues
⑧Other measurement results
2. Differentiate problem points and formulate quality goals at different levels. The impact of problem points is different. Some are problems that do not meet the specified requirements, while others are problems that affect the long-term development of the enterprise. For the latter, quality objectives should be particularly concerned. We sorted out the problem points and put forward specific quality goals.
Quality goals determined based on problem points are often specific, targeted, and challenging. The more accurately the problem points are identified, the better the quality goals will be formulated and the implementation will be much easier.
■How to implement quality objectives
When an enterprise formulates accurate and specific quality objectives, it must transform the quality objectives into relevant tasks for staff in each department to effectively implement the quality objectives. Make an effort. The steps for implementing quality objectives are as follows:
1. Publicity and communication
① Announce the quality objectives to all employees so that employees can remember them.
②Translate quality goals into specific work of employees so that employees can experience the process of achieving quality goals.
③ Break down the quality objectives layer by layer.
2. Implementation
① The key to implementing goals is to transform the goals into employees' respective work tasks and form a work plan.
② Combine daily work with quality goals, so that any link can assume not only daily work tasks, but also quality work tasks.
③Establish evaluation of quality objectives and link them to the reward and punishment system.
④Organization, coordination and control. The general person in charge of setting a quality goal (the company is the management representative and quality management department, and the team is our team leader), who is specifically responsible for coordinating and controlling quality.
3. Evaluation
How well the quality goals are achieved also needs to be measured regularly. Company-level annual goals are generally set annually. and one measurement at the end of the year. Quality goals directly related to daily work must be measured on a monthly basis. The measurement results should be linked to the reward and punishment system, and praise should be given to those who have completed well; for those who have not completed well, in addition to identifying the reasons, clarifying responsibilities, and formulating corrective measures, necessary punishments should also be given.
4. Revision
Quality objectives can be revised when necessary.
Skill point 3: Standardized management
Subject headings: Quality management·Basics of quality management·Procedural and standardized management
Standards are for repetitive things and concepts unified regulations. It is based on the comprehensive results of science, technology, and practical experience, and is approved by the competent authorities after consensus among relevant parties. It is released in a specific form and serves as the criterion and basis for everyone to abide by.
Standardization is a series of organized activities that formulate, revise and implement standards. It is an enterprise's rational formulation of some procedures and regulations related to equipment, services, production, etc. based on its scale and actual conditions. Through the use of effective restrictions, all operations of the enterprise can be based on evidence and achieve the best results.
1. The role of standardization:
①Unification. Unify various methods and standards into one or several methods and standards.
②Generalization. Reduce uniqueness and expand compatibility.
③Serialization. Evolve a standard into a corresponding series of standards based on product characteristics.
④Simplification. Transform complex and difficult technologies into basic skills that are easy to understand and master.
2. Establish standards
Standards generally include time, purpose of formulation, scope of application, process, methods, requirements, drawings, etc.
Company management standards are standards developed to coordinate and unify management matters in various standardization fields. They include quality manuals, procedural documents, management specifications and standard management documents.
The company's work standards are work quality standards formulated according to positions, which are expressed in work instructions.
3. Implementation standards
If they are not implemented, no matter how perfect the standards are, they will not be of any help to the enterprise. In order to ensure that the established standards can be implemented, we must establish a correct understanding: standards are the highest instructions for employees to operate, and everyone must operate in accordance with the standards.
4. Revision of standards
The standards were formulated based on the actual operating conditions and the management, service, and technical levels at the time. They only represented the most advanced, convenient, and safest at the time. working methods. As actual operating conditions change and technical levels continue to improve, the operating methods specified in the standards may become unsuitable for reality. Standards that are inconsistent with reality will not help the enterprise, and may also hinder normal work, and must be revised in a timely manner.
2. Quality Resource Management
The implementation of quality management requires the provision of certain resources as a guarantee. These resources include: personnel, funds, infrastructure, information, working environment and suppliers, etc. wait.
Personnel engaged in quality management activities in the enterprise should have the ability to perform their jobs, and this ability is based on education and training; the facilities necessary to meet product quality requirements should also be strengthened and maintained and maintenance; in addition, a good working environment, a complete quality information collection and processing system and a good cooperative relationship with suppliers are all indispensable and valuable resources for quality management.
Skill Point 1: Quality Training Management
Subject headings: Quality Management·Quality Management Basics·Quality Training Management
The quality of personnel is the basis of product quality. Improving the quality of personnel is very important for quality management, because companies need quality training management.
How to do a good job in quality training management?
1. The first problem to be solved in quality training is the quality awareness of employees. Only when employees fully understand the importance of quality will they put quality first at all times, everywhere and in everything, and will they not sacrifice quality in pursuit of quantity and progress. The quality awareness of employees is the basis for the establishment and normal operation of an enterprise's quality management system. If employees, especially leaders at all levels with management responsibilities, do not have a strong sense of quality, it is simply impossible for the quality management system to achieve real results.
What is quality awareness?
Quality awareness is employees’ awareness and understanding of the importance of quality.
2. The goal of training is to equip enterprise employees with corresponding knowledge and skills, and the combination of these knowledge and skills with employees' practical experience will greatly improve employees' capabilities. Training is the biggest benefit of an enterprise. Employees gain knowledge and gain benefits through training. In turn, it will return the investment of the enterprise and benefit the enterprise.
3. The content of training can include four aspects: technology, skills, awareness, and management.
4. The implementation of training must be planned, organized, evaluated, summarized, and recorded.
In short, quality training management is an important part of quality management. Only when all employees in the enterprise have good quality awareness can good results be achieved in the implementation of quality management. For employees who have improved their abilities through training and who have achieved results in their jobs, we must provide certain incentives, including promotions and giving them more important responsibilities and authorities. For those who are unwilling to participate in training and have poor results after training, Employees are dealt with in a timely manner, including demotion or even dismissal.
Quality cost management, equipment management, working environment management, quality information management, supplier management, these will not be described in detail (zhui)
3. Quality control management
Quality control is a systematic activity carried out to meet specified quality requirements.
To implement quality control, we must first formulate quality standards. Enterprises should analyze and control the process capabilities of management and services based on complete and specific standards. With the continuous development of enterprises, quality control activities are no longer completely limited within the enterprise. Meeting customer needs and improving customer satisfaction have also become basic requirements for quality control, because sampling surveys of customers and controlling service quality have also become a general trend. In addition, companies must also analyze the effectiveness of quality control through quality record management and internal quality audits, and take timely measures to improve them.
Skill Point 1: Quality Standards
Subject headings: Quality Management·Basics of Quality Management·Quality Standards
Standards refer to people’s efforts to better meet all aspects To achieve the same requirements and achieve good benefits, on the basis of advanced science, technology, management and practical experience, for things and things that have many repetitions, they are formulated within a certain scope and go through certain procedures. Approval of unified regulations issued and implemented in a specific form.
Quality standards are an important part of quality control management work, specifically including:
1. Operation standards, in the form of work instructions, describe in written form what the operator should do Documents on how to operate during production operations, how to handle emergencies, and how to reflect management service status, etc. Usually each work instruction covers only one position or one job. It is not appropriate to compile tasks for different types of work into one work instruction.
2. Inspection standards, including quality inspection standards and inspection operation instructions
Quality standards are the basic basis for quality control, and their accuracy directly affects the effect of quality control. Therefore, we need to formulate quality standards for each different project to ensure that quality control activities are well-founded.
Skill Point 2: Service Quality Control
Subject headings: Quality Management·Basics of Quality Management·Service Quality Control
The modern marketing concept is customer-oriented , pursue customer satisfaction. Therefore, quality control will not be limited to the quality control of tangible products, but also the quality control of intangible products - services.
To carry out service quality control, you need to understand the following:
1. Understand the characteristics of services
Service refers to "in order to meet the needs of customers, the supplier and the customer The activities of contact between suppliers and the results of the internal activities of the supplier mainly have the following characteristics:
Intangibility.
Difference.
Not storable.
It is not a physical object, but an activity and process.
2. Implement quality control of the service process
Only focus on quality control of the service provision process. The service delivery process is the process of providing services from service enterprises to customers. The quality management of the supply process mainly includes the following aspects:
Customer evaluation.
Service provider assessment.
Make up for unqualified services.
Service has increasingly become an important weight for enterprises to compete in the market, and consumers are paying more and more attention to the quality of services. Therefore, enterprises should strengthen the control of service quality to attract and retain more consumers. who.
Quality record management, internal quality audits, quality performance analysis, etc. will not be described in detail here.
4. Control of non-conforming products
5. Quality improvement measures
Continuous improvement is necessary and requires everyone’s participation. ;