Weitere ähnliche Inhalte Mehr von Paul Robere (20) Kürzlich hochgeladen (20) 8 qmp1. ©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1 1
Eight Quality ManagementEight Quality Management
PrinciplesPrinciples
Beyond ISO9001:2000Beyond ISO9001:2000
2. ©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1 2
8:30 – 9:008:30 – 9:00 RegistrationRegistration
9:00 – 9:309:00 – 9:30 Introduction of delegates of QMPIntroduction of delegates of QMP
9:30 – 10:009:30 – 10:00 Principle 1Principle 1 —— Customer-Focused OrganizationCustomer-Focused Organization
10:00 – 10:3010:00 – 10:30 Principle 2 — LeadershipPrinciple 2 — Leadership
10:30 – 10:4510:30 – 10:45 BREAKBREAK
10:45 – 11:1510:45 – 11:15 Principle 3 —Principle 3 — Involvement of PeopleInvolvement of People
11:15 – 11:4511:15 – 11:45 Principle 4 — Process ApproachPrinciple 4 — Process Approach
11:45 – 12:0011:45 – 12:00 Summary Principles 1-4Summary Principles 1-4
12:00 – 13:0012:00 – 13:00 LunchLunch
13:00 - 13:3013:00 - 13:30 Team ExerciseTeam Exercise
13:30 – 14:0013:30 – 14:00 Principle 5Principle 5 —— System Approach to ManagementSystem Approach to Management
14:00 – 14:3014:00 – 14:30 Principle 6 —Principle 6 — Continual ImprovementContinual Improvement
14:30 – 15:0014:30 – 15:00 Principle 7 — Factual approach to decision makingPrinciple 7 — Factual approach to decision making
15:00 – 15:3015:00 – 15:30 Principle 8Principle 8 —— Mutually beneficial supplier relationshipsMutually beneficial supplier relationships
15:30 – 15:4515:30 – 15:45 BREAKBREAK
15:45 – 16:0015:45 – 16:00 Review Principles 5-8Review Principles 5-8
16:30 – 17:0016:30 – 17:00 FeedbackFeedback
17:00 – 17:3017:00 – 17:30 QuizQuiz
Today’s AgendaToday’s Agenda
3. 3©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
IntroductionIntroduction
QMP are not newQMP are not new
Dr. Deming was promoting his “14 Obligations ofDr. Deming was promoting his “14 Obligations of
Management” many years agoManagement” many years ago
TC176 recognized that more management wasTC176 recognized that more management was
neededneeded
Other standards (QS9000) used more managementOther standards (QS9000) used more management
and customer satisfaction.and customer satisfaction.
The “new” ISO9000 standard is now aThe “new” ISO9000 standard is now a
“management” system not just a QA system“management” system not just a QA system
4. 4©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
TEAM EXERCISE - 15 Min.TEAM EXERCISE - 15 Min.
Define the following:Define the following:
Customer-FocusedCustomer-Focused
LeadershipLeadership
Involvement of PeopleInvolvement of People
Process ApproachProcess Approach
Systems ApproachSystems Approach
Continual ImprovementContinual Improvement
Factual Approach to Decision MakingFactual Approach to Decision Making
Mutually Beneficial Supplier RelationshipMutually Beneficial Supplier Relationship
5. 5©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•EncourageEncourage the organization tothe organization to
analyze customer requirements.analyze customer requirements.
•DefineDefine the process that providethe process that provide
the product that is expected from tthe product that is expected from t
he customer.he customer.
•Provide frameworkProvide framework forfor
continuous improvement to satisfycontinuous improvement to satisfy
the customer.the customer.
•Reduce the riskReduce the risk of failing toof failing to
satisfy the customer.satisfy the customer.
Basic Foundation ofBasic Foundation of
Quality ManagementQuality Management
SystemsSystems
6. 6©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Quality ManagementQuality Management
Principles?Principles?
What are they?What are they?
What is the relationship to ISO9001:2000?What is the relationship to ISO9001:2000?
What do we have to do?What do we have to do?
What are the benefits?What are the benefits?
7. 7©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•A fundamentalA fundamental rulerule for leading and operatingfor leading and operating
an organization.an organization.
•Aim atAim at continually improvingcontinually improving performance overperformance over
the long term period.the long term period.
•Focus onFocus on customerscustomers while addressing thewhile addressing the
needs of all other stakeholders.needs of all other stakeholders.
Quality Management PrinciplesQuality Management Principles
8. 8©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Quality Management PrinciplesQuality Management Principles
Become increasingly important to theBecome increasingly important to the
leadership and management of allleadership and management of all
organizations.organizations.
Apply universally to all user groupsApply universally to all user groups
Focus on the needs of executiveFocus on the needs of executive
managementmanagement
9. 9©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
1.1. Customer-Focused Organization.Customer-Focused Organization.
2.2. Leadership.Leadership.
3.3. Involvement of People.Involvement of People.
4.4. Process Approach.Process Approach.
5.5. System Approach to Management.System Approach to Management.
6.6. Continual Improvement.Continual Improvement.
7.7. Factual approach to decision making.Factual approach to decision making.
8.8. Mutually beneficial supplier relationships.Mutually beneficial supplier relationships.
EightEight Quality Management PrinciplesQuality Management Principles
10. 10©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•policy and strategy.policy and strategy.
• goal and target setting.goal and target setting.
• operational management.operational management.
• human resourceshuman resources
management.management.
Uses of this principle:Uses of this principle:
11. 11©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Principle 1 - Customer-FocusedPrinciple 1 - Customer-Focused
OrganisationOrganisation
"Organizations depend on their customers"Organizations depend on their customers
andand therefore shouldtherefore should understand currentunderstand current
and futureand future customer needs, meet customercustomer needs, meet customer
requirements andrequirements and strive to exceedstrive to exceed
customer expectations".customer expectations".
12. 12©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
1. Customer Focused Actions1. Customer Focused Actions
understanding the whole range of customer needs andunderstanding the whole range of customer needs and
expectations for products, delivery, price,expectations for products, delivery, price,
dependability, etc.dependability, etc.
ensuring a balanced approach among customers andensuring a balanced approach among customers and
other stakeholders (owners, people, suppliers, localother stakeholders (owners, people, suppliers, local
communities and society at large) needs andcommunities and society at large) needs and
expectations.expectations.
communicating these needs and expectationscommunicating these needs and expectations
throughout the organisation,throughout the organisation,
measuring customer satisfaction and acting on results,measuring customer satisfaction and acting on results,
and managing customer relationships.and managing customer relationships.
13. 13©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
• for policy and strategy formulationfor policy and strategy formulation,, making customer needsmaking customer needs
and the needs of other stakeholders understood throughout theand the needs of other stakeholders understood throughout the
organisation;organisation;
•for goal and target settingfor goal and target setting,, ensuring that relevant goals andensuring that relevant goals and
targets are directly linked to customer needs and expectations;targets are directly linked to customer needs and expectations;
•for operational managementfor operational management,, improving the performance ofimproving the performance of
the organisation to meet customer needsthe organisation to meet customer needs
•For human resources managementFor human resources management,, ensuring the peopleensuring the people
have the knowledge and skills required to satisfy thehave the knowledge and skills required to satisfy the
organisation's customers.organisation's customers.
1. Benefits of a1. Benefits of a Customer-FocusedCustomer-Focused
Organization principle.Organization principle.
14. 14©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
A “Customer-Driven”A “Customer-Driven”
OrganizationOrganization
LeadershipLeadershipLeadershipLeadership
PeoplePeoplePeoplePeople
ProcessesProcessesProcessesProcesses
PlanningPlanningPlanningPlanning
ProductProductProductProduct CustomerCustomer
SatisfactionSatisfaction
CustomerCustomer
SatisfactionSatisfaction
15. 15©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: Customer-DrivenTeam Exercise: Customer-Driven
How involved is your companyHow involved is your company
in developing activities toin developing activities to
develop and measure yourdevelop and measure your
customers satisfaction?customers satisfaction?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
16. 16©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
2. Leadership2. Leadership
"Leaders establish unity of"Leaders establish unity of purpose andpurpose and
directiondirection of the organisation.of the organisation.
They should create and maintain the internalThey should create and maintain the internal
environment in which people can becomeenvironment in which people can become
fully involved in achieving thefully involved in achieving the
organisation's objectives."organisation's objectives."
17. 17©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Leadership vs ManagementLeadership vs Management
LeadershipLeadership
VisionVision
Shared ValuesShared Values
Changing BehaviourChanging Behaviour
EffectiveEffective
““Soft”Soft”
Top LineTop Line
ManagementManagement
PolicyPolicy
ProceduresProcedures
ProcessesProcesses
EfficientEfficient
““Hard”Hard”
Bottom LineBottom Line
18. 18©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
2. Leadership Actions:2. Leadership Actions:
• being proactive and leading by example,being proactive and leading by example,
•• understanding and responding to changes in the externalunderstanding and responding to changes in the external
environment,environment,
•• considering the needs of all stakeholders includingconsidering the needs of all stakeholders including
customers, owners, people, suppliers, local communitiescustomers, owners, people, suppliers, local communities
and society at large,and society at large,
•• establishing a clear vision of the organisation's future,establishing a clear vision of the organisation's future,
•• establishing shared values and ethical role models at allestablishing shared values and ethical role models at all
levels of the organisation,levels of the organisation,
•• building trust and eliminating fear,building trust and eliminating fear,
19. 19©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
2. Leadership Actions 22. Leadership Actions 2
•• providing people with the required resources and freedomproviding people with the required resources and freedom
to act with responsibility and accountability,to act with responsibility and accountability,
•• inspiring, encouraging and recognizing people'sinspiring, encouraging and recognizing people's
contributions,contributions,
•• promoting open and honest communication,promoting open and honest communication,
•• educating, training and coaching people,educating, training and coaching people,
•• setting challenging goals and targets, andsetting challenging goals and targets, and
•• implementing strategy to achieve these goals and targets.implementing strategy to achieve these goals and targets.
20. 20©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Establish and communicate a clearEstablish and communicate a clear
vision of the organization’s future.vision of the organization’s future.
•Translate the vision of theTranslate the vision of the
organization into measurable goals aorganization into measurable goals a
nd targets.nd targets.
•Empower and involve people toEmpower and involve people to
achieve the organization’s objective.achieve the organization’s objective.
•Have an empowered, motivated,Have an empowered, motivated,
well informed and stable workforce.well informed and stable workforce.
2. The benefits of applying2. The benefits of applying
the Principle of Leadershipthe Principle of Leadership
21. 21©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: LeadershipTeam Exercise: Leadership
What actions has yourWhat actions has your
company taken to demonstratecompany taken to demonstrate
leadership in your company?leadership in your company?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
22. 22©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
3. Involvement of People3. Involvement of People
"People at all levels are the essence of an"People at all levels are the essence of an
organisation and their full involvementorganisation and their full involvement
enables their abilities to be used for theenables their abilities to be used for the
organisation's benefit".organisation's benefit".
23. 23©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
3. Actions for Involvement of People3. Actions for Involvement of People
accepting ownership and responsibility to solve problems,accepting ownership and responsibility to solve problems,
actively seeking opportunities to make improvements,actively seeking opportunities to make improvements,
actively seeking opportunities to enhance their competencies,actively seeking opportunities to enhance their competencies,
knowledge and experience,knowledge and experience,
freely sharing knowledge and experience in teams and groups,freely sharing knowledge and experience in teams and groups,
focusing on the creation of value for customers,focusing on the creation of value for customers,
being innovative and creative in furthering the organisationsbeing innovative and creative in furthering the organisations
objectives,objectives,
better representing the organisation to customers, localbetter representing the organisation to customers, local
communities and society at large,communities and society at large,
deriving satisfaction from their work, and be enthusiastic and proudderiving satisfaction from their work, and be enthusiastic and proud
to be part of the organisation.to be part of the organisation.
24. 24©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•People effectively contribute toPeople effectively contribute to
improvement of the policy and strategimprovement of the policy and strateg
ies of the organization.ies of the organization.
•People share ownership of thePeople share ownership of the
organization’s goal.organization’s goal.
•People are involved in appropriatePeople are involved in appropriate
decisions and process improvements.decisions and process improvements.
•People are more satisfied with theirPeople are more satisfied with their
job and being actively involve in theirjob and being actively involve in their
personal growth development, for thepersonal growth development, for the
organization benefits.organization benefits.
3.3. The benefits of applyingThe benefits of applying InvolvementInvolvement
of people principle.of people principle.
25. 25©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: Involvement ofTeam Exercise: Involvement of
PeoplePeople
What actions has yourWhat actions has your
company taken to involve yourcompany taken to involve your
staff in the active participationstaff in the active participation
in your company?in your company?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
26. 26©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
4. Process Approach4. Process Approach
"A desired result is achieved more efficiently"A desired result is achieved more efficiently
when related resources and activities arewhen related resources and activities are
managed as a process."managed as a process."
27. 27©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Process Approach ActionsProcess Approach Actions
Define the processDefine the process
Identify the inputs and outputs of theIdentify the inputs and outputs of the
processprocess
Identify the interfaces of the processIdentify the interfaces of the process
Evaluate risks and impacts of processesEvaluate risks and impacts of processes
Establish responsibilityEstablish responsibility
Identify internal and external customersIdentify internal and external customers
28. 28©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Lead to more predictable results, better use ofLead to more predictable results, better use of
resources, shorter cycle time, and lower costs.resources, shorter cycle time, and lower costs.
•Enables the creation of challenging goals andEnables the creation of challenging goals and
targets.targets.
•Lower costs, prevention of errors, control ofLower costs, prevention of errors, control of
variation, shorter cycle times and more predicable ovariation, shorter cycle times and more predicable o
utputs.utputs.
•Establish cost efficient process for human resourceEstablish cost efficient process for human resource
management, such as hiring, education and training.management, such as hiring, education and training.
4.4. The benefits of applyingThe benefits of applying aa ProcessProcess
approachapproach pprinciple.rinciple.
30. 30©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: ProcessTeam Exercise: Process
ApproachApproach
What actions has yourWhat actions has your
company taken to identify thecompany taken to identify the
processes to effectively useprocesses to effectively use
people, equipment, methodspeople, equipment, methods
and materials?and materials?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
31. 31©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team ActivityTeam Activity
Review QMP 1-4Review QMP 1-4
Indicate:Indicate:
– What three barriers you think wouldWhat three barriers you think would
occur in implementing this Principleoccur in implementing this Principle
andand
– What you may do to overcome theWhat you may do to overcome the
barriersbarriers
Which Principle do you think willWhich Principle do you think will
be the hardest to implement andbe the hardest to implement and
why?why?
32. 32©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
5. Systems Approach to5. Systems Approach to
ManagementManagement
"Identifying, understanding and managing a"Identifying, understanding and managing a
system of interrelated processes for a givensystem of interrelated processes for a given
objective improves the organisation's effectivenessobjective improves the organisation's effectiveness
and efficiency."and efficiency."
33. 33©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
System Approach ActionsSystem Approach Actions
Define the systemDefine the system
Structure the systemStructure the system
Understanding the interdependenciesUnderstanding the interdependencies
Continually improving the systemContinually improving the system
Establishing resource constraintsEstablishing resource constraints
34. 34©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Create comprehensiveCreate comprehensive
and challenging plans thand challenging plans th
at link functional and proat link functional and pro
cess inputs.cess inputs.
•The goals and targetsThe goals and targets
of the individualof the individual
processes are aligned wiprocesses are aligned wi
5.5.The benefits of applyingThe benefits of applying a Systema System
AApproach topproach to MManagement principle.anagement principle.
35. 35©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•LeadLead thethe ororganizationganization to understanding ofto understanding of
the causes of problems and timely improvemthe causes of problems and timely improvem
ent actions.ent actions.
•Provide a better understanding of roles andProvide a better understanding of roles and
responsibilities for achieving commonresponsibilities for achieving common
objectives.objectives.
5.5.The benefits of applyingThe benefits of applying a Systema System
AApproach topproach to MManagement principle.anagement principle.
37. 37©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: SystemsTeam Exercise: Systems
ApproachApproach
What actions has yourWhat actions has your
company taken to identify thecompany taken to identify the
processes in your system andprocesses in your system and
measure their results againstmeasure their results against
key objectives?key objectives?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
38. 38©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
6. A “Continual Improvement”6. A “Continual Improvement”
Approach to ManagementApproach to Management
"Continual improvement should be a"Continual improvement should be a
Permanent objective ofPermanent objective of
the organisation."the organisation."
39. 39©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Product/Product/
ServiceService
QUALITY MANAGEMENT SYSTEMQUALITY MANAGEMENT SYSTEM
CONTINUAL IMPROVEMENTCONTINUAL IMPROVEMENT
ManagementManagement
responsibilityresponsibility
Measurement,Measurement,
analysisanalysis
improvementimprovement
ResourceResource
managementmanagement
SS
aa
tt
ii
ss
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aa
cc
tt
oo
nn
CC
uu
ss
tt
oo
mm
ee
rr
CC
uu
ss
tt
oo
mm
ee
rr
RR
ee
qq
uu
ii
rr
ee
mm
ee
nn
tt
ss
OutputOutputInputInput
Quality Management Process ModelQuality Management Process Model
ProductProduct
(and/or service(and/or service))
RRealizationealization
55
88
77
66
PLANPLAN
CHECKCHECK
DODO
ACTACT
40. 40©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
An 8-Step Methodology for CIAn 8-Step Methodology for CI
1.1. Involving the whole organizationInvolving the whole organization
2.2. Initiating quality improvement projects or activitiesInitiating quality improvement projects or activities
3.3. Investigating possible improvementInvestigating possible improvement
4.4. Establishing cause-and-effect relationshipEstablishing cause-and-effect relationship
5.5. Taking preventive or corrective actionsTaking preventive or corrective actions
6.6. Confirming the improvementConfirming the improvement
7.7. Sustaining the gainsSustaining the gains
8.8. Continuing the improvementContinuing the improvement
41. 41©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Continuous Improvement ActionsContinuous Improvement Actions
Make CI an objective for everyoneMake CI an objective for everyone
Apply CI tools in “incremental” and “breakthrough”Apply CI tools in “incremental” and “breakthrough”
improvementimprovement
Periodically assess (benchmark)Periodically assess (benchmark)
Continually improve the efficiency and effectiveness of allContinually improve the efficiency and effectiveness of all
processesprocesses
Provide TrainingProvide Training
Establish measures and goals to track improvementsEstablish measures and goals to track improvements
Recognize improvements (the people)Recognize improvements (the people)
42. 42©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Create and achieve moreCreate and achieve more
competitive business planscompetitive business plans thrthr
ough the integration of continough the integration of contin
ual improvement with strategiual improvement with strategi
c and business planning.c and business planning.
•Set realisticSet realistic and challengingand challenging
improvementimprovement goalsgoals andand providprovid
e the resourcese the resources to achieve theto achieve the
m.m.
•Involve peopleInvolve people in thein the
organization in the continual iorganization in the continual i
mprovement processes.mprovement processes.
6.6. The benefits of applyingThe benefits of applying
Continual Improvement principleContinual Improvement principle..
43. 43©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: ContinuousTeam Exercise: Continuous
ImprovementImprovement
What actions has yourWhat actions has your
company taken to establishcompany taken to establish
new values and behaviornew values and behavior
focusing on measuring andfocusing on measuring and
reviewing performance andreviewing performance and
acting on results?acting on results?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
44. 44©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
7. A Factual Approach to7. A Factual Approach to
Decision makingDecision making
"Effective decisions are based on the"Effective decisions are based on the
analysis of data andanalysis of data and informationinformation."."
45. 45©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
FactsFacts MeasurementMeasurement
DecisionDecision
AnalysisAnalysis InformationInformation
The Fact-to-Act ProcessThe Fact-to-Act Process
DataData
ActionAction
ResultResult
To achieveTo achieve
objectiveobjective
NoNo
YesYes
46. 46©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Factual Approach ActionsFactual Approach Actions
Take measurements and collect dataTake measurements and collect data
Make sure the data is accurate, reliable andMake sure the data is accurate, reliable and
accessibleaccessible
Analyze the dataAnalyze the data
Understand SPCUnderstand SPC
47. 47©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Set up strategies that isSet up strategies that is
based on relevant data and ibased on relevant data and i
nformation which will be monformation which will be mo
re realistic and more likely tre realistic and more likely t
o be achieved.o be achieved.
•Use relevant comparativeUse relevant comparative
data and information to setdata and information to set
realistic and challenging gorealistic and challenging go
7.7. The benefits of applyingThe benefits of applying AA FactualFactual
Approach toApproach to DDecision making.ecision making.
48. 48©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Understand both process and system performanceUnderstand both process and system performance
based on understanding of data and information to guidebased on understanding of data and information to guide
improvements and prevent future problems.improvements and prevent future problems.
•Analyze data and information from sources such asAnalyze data and information from sources such as
surveys, suggestions, and focus groups to guide the formsurveys, suggestions, and focus groups to guide the form
ulation of human resource policies.ulation of human resource policies.
7.7. The benefits of applyingThe benefits of applying a Fa Factualactual
Approach toApproach to DDecision making principle.ecision making principle.
49. 49©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: FactualTeam Exercise: Factual
ApproachApproach
What actions has yourWhat actions has your
company taken to analyzecompany taken to analyze
factual data in the process offactual data in the process of
decision making?decision making?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
50. 50©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
8. Developing Mutually8. Developing Mutually
Beneficial Supplier RelationshipsBeneficial Supplier Relationships
"An organisation and its suppliers are interdependent,"An organisation and its suppliers are interdependent,
and aand a mutually beneficial relationship enhancesmutually beneficial relationship enhances
the ability of boththe ability of both to create value."to create value."
51. 51©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Beneficial SupplierBeneficial Supplier
Relationships: ActionsRelationships: Actions
Identifying and selecting key suppliersIdentifying and selecting key suppliers
Establish relationships with emphasis on long and shortEstablish relationships with emphasis on long and short
term gains with consideration for the organization andterm gains with consideration for the organization and
societysociety
Create clear and open communicationCreate clear and open communication
Initiate joint development and improvement of productsInitiate joint development and improvement of products
and processes.and processes.
Jointly establish understanding of customer’s needs.Jointly establish understanding of customer’s needs.
Sharing information and plansSharing information and plans
Recognize supplier improvementsRecognize supplier improvements
52. 52©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Create competitiveCreate competitive
advantage through the deadvantage through the de
velopment of strategies avelopment of strategies a
lliances or partnership williances or partnership wi
th suppliers.th suppliers.
•Establish moreEstablish more
challenging goals andchallenging goals and
8.8.The benefits of applyingThe benefits of applying MutuallyMutually
beneficial supplier relationships principbeneficial supplier relationships princip
le.le.
53. 53©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
•Create and manageCreate and manage
supplier relationship to ensupplier relationship to en
sure reliable, on-time, defesure reliable, on-time, defe
ct-free delivery of supplierct-free delivery of supplier
s.s.
•Develop and enhanceDevelop and enhance
supplier capabilitiessupplier capabilities
through supplier training,through supplier training,
8.8.The benefits of applyingThe benefits of applying MutuallyMutually
BBeneficialeneficial SSupplierupplier RRelationships princelationships princ
iple.iple.
54. 54©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team Exercise: MutuallyTeam Exercise: Mutually
Beneficial Supplier RelationshipsBeneficial Supplier Relationships
What actions has your companyWhat actions has your company
taken to establish strategictaken to establish strategic
alliances or partnerships withalliances or partnerships with
your suppliers?your suppliers?
Rate yourself from 1 to 10?Rate yourself from 1 to 10?
55. 55©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
Team ActivityTeam Activity
Review QMP 5-8Review QMP 5-8
Indicate:Indicate:
– What three barriers you think wouldWhat three barriers you think would
occur in implementing this Principleoccur in implementing this Principle
andand
– What you may do to overcome theWhat you may do to overcome the
barriersbarriers
Which Principle do you think willWhich Principle do you think will
be the hardest to implement andbe the hardest to implement and
why?why?
56. 56©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
How did you rate?How did you rate?
Complete your “Final Exam” and determineComplete your “Final Exam” and determine
what areas you can improvewhat areas you can improve
Determine yourDetermine your
““Action Plan” forAction Plan” for
Improvement…Improvement…
57. 57©Robere & Associates (Thailand) Ltd. 2000 QI-QMP-E-S Rev 1
What do we do next?What do we do next?
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Hinweis der Redaktion Notes:
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Principle:Customer-Focused Organization
ISO 9001: Assure conformance to defined customer requirements. Ensure effective response to customer feedback.
Beyond ISO 9001: Understand current and future customer needs and expectations. Address customer loyalty. Measure customer satisfaction and act on it.
Dissatisfied, Satisfied or Delighted Customers
Customer satisfaction is the result of the number of positive and negative factors which are experienced by the customer. The more satisfier factors present, the higher customer satisfaction. Eliminating dissatisfiers alone (by improving processes) will not result in increased satisfaction level. It will only result in fewer dissatisfiers. A delighter factor is very positive to the customer when experienced, but not expected. For continued survival, the attention and commitment of very few dissatisfiers and more satisfiers and delighters than the competitors is necessary for achieving business success.
By measuring customer satisfaction and making customer needs visible, targets can be linked to customer expectations and the performance of the organization optimized. A customer-driven organization is directed towards the marketplace.
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Strategic partnership for quality
Continuous feedback on customer needs and requirements to sub-suppliers ensure continuous supply of quality products and services. Based on mutual trust and open communication, partnerships for quality are established with selected primary suppliers for jointly understanding current and future needs of the end-customers.