Upload
m-sayid-dwi
View
217
Download
0
Embed Size (px)
Citation preview
7/25/2019 03 Global Quality and International Quality Standards
1/50
2004 Prentice-Hall2004 Prentice-Hall
S. Thomas Foster, Jr.S. Thomas Foster, Jr.
Boise State UniversityBoise State University
PowerPointPowerPoint
reare! "yreare! "y#ave $a%ee#ave $a%ee
University o& 'ent(c)yUniversity o& 'ent(c)y
*e+in%ton omm(nity olle%e*e+in%ton omm(nity olle%e
Chapter 3Chapter 3
Global Quality and InternationalGlobal Quality and InternationalQuality StandardsQuality Standards
7/25/2019 03 Global Quality and International Quality Standards
2/50
Sli!e -2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Chapter OverviewChapter Overview
$ana%in% (ality &or the $(ltinational Firm
(ality 1mrovement/ The merican 5ay
The $alcolm Bal!ri%e 6ational (ality war!
(ality 1mrovement/ The Jaanese 5ay
(ality 1mrovement/ The 3(roean 5ay
1S7 8000/2000
re (ality roaches 1n&l(ence! "y (lt(re9
7/25/2019 03 Global Quality and International Quality Standards
3/50
Sli!e -: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Managing Quality for the MNFManaging Quality for the MNFSlide 1 of Slide 1 of
$echanisms That Firms Use 1n ;lo"alioint vent(res or
artnerin%.
= ;lo"ali
7/25/2019 03 Global Quality and International Quality Standards
4/50
Sli!e -4 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Managing Quality for the MNFManaging Quality for the MNFSlide ! of Slide ! of
;lo"al Factors That &&ect (ality-?elate! #ecisions
Physical
Environment
Social
Environment
Task
Environment
Quality
Management
Figure 3.3
7/25/2019 03 Global Quality and International Quality Standards
5/50
Sli!e -@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Managing Quality for the MNFManaging Quality for the MNFSlide 3 of Slide 3 of
3+ortin%
= nother means o& enterin% international mar)ets is to not
%lo"ali
7/25/2019 03 Global Quality and International Quality Standards
6/50
Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Managing Quality for the MNFManaging Quality for the MNFSlide of Slide of
3+ort (ality $o!el
Firm
Characteristics
Product
StrategyPerformance
Lo Price
Lo Price
!igh Quality
!igh Quality
Standardi"ation
Standardi"ation
Promotion
Promotion
E#$ort Success
E#$ort Success
Entre$reneurshi$
Entre$reneurshi$
E#$ort Planning
E#$ort Planning
Figure 3.%
l l ld i i l Q li
7/25/2019 03 Global Quality and International Quality Standards
7/50Sli!e -C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide 1 of 11Slide 1 of 11
$alcolm Bal!ri%e 6ational (ality war!
= The awar! is oen to small Dless than @00 emloyeesE an!
lar%e &irms Dmore than @00 emloyeesE in the
man(&act(rin% an! service sectors.
= 1t is not oen to ("lic-sector an! not-&or-ro&it
or%ani
7/25/2019 03 Global Quality and International Quality Standards
8/50Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
'ey haracteristics o& the $B6
= The criteria &oc(s on "(siness res(lts. omanies m(st
show o(tstan!in% res(lts in a variety o& areas to win.
= The Bal!ri%e criteria are nonrescritive an! a!ative.ltho(%h the &oc(s on the Bal!ri%e is on res(lts, the means
&or o"tainin% these res(lts are not rescri"e!.
= The criteria s(ort comany-wi!e ali%nment o& %oals an!
rocesses.
= The criteria ermit %oal-"ase! !ia%nosis. The criteria an!
scorin% %(i!elines rovi!e assessment !imensions.
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide ! of 11Slide ! of 11
l l ld i i l liM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
9/50Sli!e -8 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide 3 of 11Slide 3 of 11
Bal!ri%e war! Framewor)
%
&nformation and analysis
3Customer and
market focus
'Process
management
(
Leadershi$
)
*usiness
results
+Strategic
$lanning
,!- develo$.
management
/rgani"ational Profile0
Environment1 -elationshi$s and Challenges
Figure 3.,
l l ld i i l Q liM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
10/50Sli!e -0 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide of 11Slide of 11
M*2Q Categories
Category (
ard criteria forleadershi$. The e#tent to
hich to$ management is
involved in creating and
reinforcing goals1 values1
directions1 customerinvolvement and other
issues.
Category +
Focuses on ho thecom$any esta4lishes
strategic directions and
ho it sets it tactical
actions $lans to im$lement
the strategic $lans.Concerned ith methods1
measures1 de$loyment1
and evaluation.
M l l $ ld i N i l Q liM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
11/50Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide & of 11Slide & of 11
M*2Q Categories
Category 3
ddresses the customerand market focus. The
$rocesses for listening to
and learning from
customers and markets
must 4e evaluated1im$roved1 and ke$t
current.
Category %
&nformation and analysisrelates to the firm5s
selection1 management1
and use of information to
su$$ort com$any
$rocesses and to im$rovefirm $erformance.
M l l $ ld i N ti l Q litM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
12/50Sli!e -2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide ' of 11Slide ' of 11
M*2Q Categories
Category ,
6eals ith humanresources focus. The
orkforce is to 4e ena4led
to develo$ and use its full
$otential1 aligned ith
com$any o47ectives.
Category '
E#amines the key as$ectsof $rocess management.
This includes customer8
focus in design1 delivery
$rocess design for services
and $roducts1 su$$ort$rocesses1 and $rocesses
relating to $artners.
M l l $ ld i N ti l Q litM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
13/50Sli!e -: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide ( of 11Slide ( of 11
M*2Q Categories
Category )
6ocuments the results ofthe other si# categories
and re9uires a series of
ta4les and gra$hs that
demonstrate the
o$erational and 4usinessresults of the firm.
M l l $ ld i N ti l Q litM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
14/50Sli!e -4 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide ) of 11Slide ) of 11
The Bal!ri%e Process= The &irst ste is eli%i"ility !etermination.
= The comlete! alication is sent to the 6ational 1nstit(te o&
Stan!ar!s an! Technolo%y D61STE.
= The alication is reviewe! "y e+aminers an! then "y
>(!%es, who will !etermine whether the alication will "e
%iven a consens(s score "y the e+aminers.
= Firms that are %rante! Bal!ri%e site visits sometimes re&er to
themselves as BaldrigeQualified.
= The site visit consists o& a team o& 4 to e+aminers visitin%
a comany over a erio! not to e+cee! one wee).
= 7ne o& the most imortant o(tcomes is e+aminer &ee!"ac).
M l l $ ld i N ti l Q litM l l $ ld i N ti l Q lit
7/25/2019 03 Global Quality and International Quality Standards
15/50Sli!e -@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide * of 11Slide * of 11
*aldrige Evaluation Process
-eceive a$$lications-eceive a$$lications
Stage (
&nde$endent revie
Stage (
&nde$endent revie
Select for
consensus revie:;udges
Select for
consensus revie:;udges
Stage +
Consensus revie
Stage +
Consensus revie
Select for site visit:
;udges
Select for site visit:
;udges
Stage 3
Site visit revie
Stage 3
Site visit revie
-evie and
recommend inners
;udges
-evie and
recommend inners
;udges
Feed4ack
re$ort to
a$$licant
Feed4ack
re$ort
7/25/2019 03 Global Quality and International Quality Standards
16/50Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide 1+ of 11Slide 1+ of 11
Fee!"ac) ?eort= Scorin% s(mmary is a synthesis o& the most imortant
stren%ths an! areas &or imrovement.
= 1n!ivi!(al scorin% ran%e rovi!es insi%ht concernin% the
relative areas o& stren%th an! areas &or imrovement.
= Scorin% !istri"(tion rovi!es the ercenta%e o& alicants
&or a artic(lar year scorin% in each o& the ei%ht scorin%
"an!s.
= 3+aminer comments %ive &ee!"ac) concernin% the
or%ani
7/25/2019 03 Global Quality and International Quality Standards
17/50Sli!e -C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality
%ward%wardSlide 11 of 11Slide 11 of 11
Bein% a Bal!ri%e 3+aminer= ointment to the "oar! o& Tr(stees &or the $B6
Boar! o& 3+aminers is a very resti%io(s !esi%nations.
= 3+aminers are (nai! vol(nteers, an! m(st "e willin% to
%ive ( aro+imately 0G o& their year to serve as an
e+aminer.
State war!s
= F(ll-Bal!ri%e aroach= Bal!ri%e-lite aroach
= $(ltilevel aroach
7/25/2019 03 Global Quality and International Quality Standards
18/50
Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Quality I#prove#ent, -he .apaneseQuality I#prove#ent, -he .apanese
/ay/ay
#emin% Pri
7/25/2019 03 Global Quality and International Quality Standards
19/50
Sli!e -8 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide 1 of (Slide 1 of (
#emin% Pri
7/25/2019 03 Global Quality and International Quality Standards
20/50
Sli!e -20 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide ! of (Slide ! of (
#emin% ate%ories= Policy
= 7r%ani
7/25/2019 03 Global Quality and International Quality Standards
21/50
Sli!e -2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide 3 of (Slide 3 of (
6eming Categories
Policy /rg. and /$erations
The first category of the
6eming Pri"e addresses
the areas of management
of 9uality $olicy1 9uality
formation1 $olicycorrectness and
consistency1 and related
to$ics.
The organi"ation and
o$erations $ortion of the
6eming a$$lication
re9uires the a$$licant to
document $rocesses forclarifying authority and
res$onsi4ility1 and
related to$ics.
7/25/2019 03 Global Quality and International Quality Standards
22/50
Sli!e -22 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide of (Slide of (
6eming Categories
&nformation nalysis
The information that is
collected for this item
includes information that
is gathered on the outside
and inside.
The analysis category of
the 6eming Pri"e covers
the areas of selection of
$riority $ro4lems and
themes1 correct use ofanalytical methods1 and
use of statistical methods.
7/25/2019 03 Global Quality and International Quality Standards
23/50
Sli!e -2: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide & of (Slide & of (
6eming Categories
Planning for the Future Education Training
To $lan ell for the
future1 firms must
understand their $resent
condition ell1 hich is
the documentationre9uired for this
category.
$$licants document
$lans and
accom$lishments relating
to education and
training.
7/25/2019 03 Global Quality and International Quality Standards
24/50
Sli!e -24 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide ' of (Slide ' of (
6eming Categories
Quality ssurance Quality Effects
s discussed in Cha$ter (1
9uality assurance has to
do ith the design of
$roducts and the ne
$roduct develo$ment$rocess.
Quality effects relate to
the documentation of
4enefits1 outcomes1 and
results of 9uality
im$rovement.
7/25/2019 03 Global Quality and International Quality Standards
25/50
Sli!e -2@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
0e#ing ri2e for Quality0e#ing ri2e for QualitySlide ( of (Slide ( of (
6eming Categories
Standardi"ation Control
The systems of setting
standards1 monitoring
$erformance against the
standards1 and revision of
standards aredocumented.
The a$$licants descri4e
ho they are using SQC1
control $oints1 control
items1 statistical thinking1
and the current state ofcontrol in the com$any.
Other .apanese Contributions to
7/25/2019 03 Global Quality and International Quality Standards
26/50
Sli!e -2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toQualitySlide 1 of (Slide 1 of (
*ean Pro!(ction
Jaanese Total (ality ontrol DTE
isi"ility
1n-Process 1nsection 6 I 2 TechniA(e
Total 1nvolvement o& the 5or)&orce
The Five Ss
Other .apanese Contributions toOther .apanese Contributions to
7/25/2019 03 Global Quality and International Quality Standards
27/50
Sli!e -2C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide ! of (
*ean Pro!(ction
= Two views emer%e in the literat(re that ertain to *ean
Da.).a. >(st-in-time DJ1TE man(&act(rin%E.
= The &irst view o& *ean is a hilosohical view o& wastere!(ction. This view asserts that anythin% in the rocess
that !oes not a!! val(e &or the c(stomer sho(l! "e
eliminate!.
=The secon! view o& *ean is a systems view statin% the J1Tis a %ro( o& techniA(es or systems &oc(se! on otimi
7/25/2019 03 Global Quality and International Quality Standards
28/50
Sli!e -2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide 3 of (Slide 3 of (
Jaanese Total (ality ontrol
= J(st as the Jaanese *ean aroach reA(ires attention to
!etail in every asect o& the rocess, so !oes the T
aroach.
= This attention to !etail r(ns !ee in the Jaanese c(lt(re.
Other .apanese Contributions toOther .apanese Contributions to
7/25/2019 03 Global Quality and International Quality Standards
29/50
Sli!e -28 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlideSlide of ( of (
isi"ility
= Pro"lems m(st "e ma!e visi"le "e&ore they can "e
a!!resse!.
= n!on or warnin% li%hts= *ine-sto a(thority
1n-Process 1nsection
= ll wor) is insecte! at each sta%e o& the rocess.
= 5or)ers insect their own wor).
Other .apanese Contributions toOther .apanese Contributions to
7/25/2019 03 Global Quality and International Quality Standards
30/50
Sli!e -:0 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide & of (Slide & of (
6 I 2 TechniA(e
= The 6 I 2 techniA(e is an alternative to accetance samlin%.
= Us(ally, an accetance samlin% lan involves r(les s(ch as/
1& 2 or &ewer !e&ects, accet the lot. 1& more than 2 !e&ects, re>ect the lot.
Total 1nvolvement o& 5or)&orce
= Hori
7/25/2019 03 Global Quality and International Quality Standards
31/50
Sli!e -: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide ' of (Slide ' of (
The Five Ss. The &ive Ss are a seA(ential rocess thatcomanies &ollow to literally Kclean ( their acts.L TheSs are/= Seri/ or%ani
7/25/2019 03 Global Quality and International Quality Standards
32/50
Sli!e -:2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide ( of (Slide ( of (
(ality ircles
= re nat(ral wor) teams ma!e ( o& wor)ers that are
emowere! to imrove rocesses they (se.
Preventive $aintenance DP$E= The i!ea "ehin! this concet is that the worst con!ition a
machine sho(l! ever "y is on the !ay yo( (rchase it.
Q lit I t -h Q lit I t -h
7/25/2019 03 Global Quality and International Quality Standards
33/50
Sli!e -:: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Quality I#prove#ent, -he uropeanQuality I#prove#ent, -he uropean
/ay/ay
1S7 8000/2000
= 1s the 3(roean stan!ar! &or A(ality that has "een e+an!e!
worl!wi!e.
3(roean (ality war! D3E= The hi%hest level is the 3 &or the most accomlishe!
alicant in a %iven year.
= The secon! level %iven is the 3(roean (ality Pri
7/25/2019 03 Global Quality and International Quality Standards
34/50
7/25/2019 03 Global Quality and International Quality Standards
35/50
Sli!e -:@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide 1 of 11Slide 1 of 11
5orl!wi!e 1mact= 7n a worl!wi!e "asis, 1S7 8000/2000 has ha! a m(ch more
si%ni&icant imact than any o& the A(ality awar!s in terms o&
the n(m"er o& comanies that have imlemente! the
aroach..
Foc(s o& 1S7 8000/2000
= The &oc(s o& 1S7 8000/2000 is &or comanies to !oc(ment
their A(ality systems in a series o& man(als to &acilitate tra!e
thro(%h s(lier con&ormance.
1S7
= 7r%ani
7/25/2019 03 Global Quality and International Quality Standards
36/50
Sli!e -: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide ! of 11Slide ! of 11
Three Stan!ar!s. 1S7 8000/2000 - (ality mana%ement systems -
F(n!amentals an! voca"(lary.
2. 1S7 800/2000 - (ality mana%ement systems -
?eA(irements.
- These are (se! &or internal imlementation, contract(al
(roses, or &or thir!-arty re%istrations.
:. 1S7 8004/2000 - (ality mana%ement - ;(i!elines &or
Per&ormance 1mrovement
- These incl(!e contin(al imrovement an! enhancin%
overall er&ormance.
7/25/2019 03 Global Quality and International Quality Standards
37/50
Sli!e -:C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide 3 of 11Slide 3 of 11
1S7 800/2000 consists o& @ cla(ses.= la(se 4/ (ality $ana%ement System
= la(se @/ $ana%ement System
= la(se / ?eso(rce $ana%ement
= la(se C/ Pro!(ct ?eali
7/25/2019 03 Global Quality and International Quality Standards
38/50
Sli!e -: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide of 11Slide of 11
1S7 800/2000 la(se 4= (ality $ana%ement System
= 1ncl(!es !eveloment, !esi%n, imlementation, an!
maintenance o& A(ality mana%ement !oc(ments.
1S7 800/2000 la(se @
= $ana%ement System
= 7(tlines mana%ements resonsi"ility in !eveloin% an!
maintainin% a A(ality mana%ement system.
SO *+++ !+++
7/25/2019 03 Global Quality and International Quality Standards
39/50
Sli!e -:8 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide & of 11Slide & of 11
1S7 800/2000 la(se = ?eso(rce $ana%ement
= This incl(!es rovi!in% nee!e! reso(rces, ersonnel,
&acilities, an! the environment necessary to %et the wor) !one.
1S7 800/2000 la(se C
= Pro!(ct ?eali
7/25/2019 03 Global Quality and International Quality Standards
40/50
Sli!e -40 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide & of 11Slide & of 11
1S7 800/2000 la(se = $eas(rement, nalysis an! 1mrovement
= This has to !o with analy
7/25/2019 03 Global Quality and International Quality Standards
41/50
Sli!e -4 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide ' of 11Slide ' of 11
Un!erlyin% (ality $ana%ement Princiles= (stomer Foc(s
= *ea!ershi
= 1nvolvement o& Peole
= The Process roach
= Systems roach to $ana%ement
= ontin(al 1mrovement
= Fact(al roach to #ecision $a)in%= $(t(ally Bene&icial S(lier ?elationshi
ISO *+++ !+++ISO *+++ !+++
7/25/2019 03 Global Quality and International Quality Standards
42/50
Sli!e -42 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide ( of 11Slide ( of 11
1S7 8000/2000 ?e%istration Process= Ste / 1nA(iry
= Ste 2/ ontract with re%istrar
= Ste :/ Phase a(!it
= Ste 4/ erti&ication a(!it
= Ste @/ Process a(!its DotionalE
= Ste / Final certi&ication a(!it
= Ste C/ ?ollin% certi&ication Ds(rveillanceE a(!its
ISO *+++ !+++ISO *+++ !+++
7/25/2019 03 Global Quality and International Quality Standards
43/50
Sli!e -4: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide ) of 11Slide ) of 11
Ste$ (0 &n9uiry
lient contacts re%istrarsto investi%ate the terms
&or re%istration an!
ma)es a selection.
Ste$ +0 Contract ith
registrar
?e%istration stes are!etermine! an! a rice
is ne%otiate!. re-
assessment or %a
analysis may "e !one.
1S7 8000/2000 ?e%istration Process
ISO *+++ !+++ISO *+++,!+++
7/25/2019 03 Global Quality and International Quality Standards
44/50
Sli!e -44 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide * of 11Slide * of 11
Ste$ 30 Phase ( audit
?e%istrar er&orms anonsite a(!it o& the
!oc(mente! A(ality
system a%ainst the
alica"le stan!ar!.
Ste$ %0 Certification
audit
3very element o& the 1S78000 stan!ar! is a(!ite!
several times !(rin% the
re%istration rocess.
#(rin% each :-year
erio!, 00G o& the
or%ani
7/25/2019 03 Global Quality and International Quality Standards
45/50
Sli!e -4@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide 1+ of 11Slide 1+ of 11
Ste$ ,0 Process audits
=o$tional>
The client may choose"(siness rocesses &or
a(!itin% to the
alica"le stan!ar!,
allowin% the client to
learn an! e+erience the
re%istrars a(!itin%
metho!s.
Ste$ '0 Final certification
audit
7nce the clients!oc(mente! A(ality
system has met the
alica"le stan!ar!, the
re%istrar will con!(ct an
a(!it to !etermine the
systems e&&ective
imlementation.
1S7 8000/2000 ?e%istration Process
ISO *+++ !+++ISO *+++,!+++
7/25/2019 03 Global Quality and International Quality Standards
46/50
Sli!e -4 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO *+++,!+++ISO *+++,!+++Slide 11 of 11Slide 11 of 11
Ste$ )0 -olling
certification audits
The re%istrar ret(rns oneither month or
ann(al cycle.
Sometimes re&erre! to
as s(rveillance a(!its.
1S7 8000/2000 ?e%istration Process
7/25/2019 03 Global Quality and International Quality Standards
47/50
Sli!e -4C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
ISO 1+++ISO 1+++
1S7 4000= series o& stan!ar!s that rovi!e %(i!elines an! a
comliance stan!ar! &or environmental comliance.
1S7 400
= The comliance stan!ar! &or 1S7 4000, 3nvironmental
$ana%ement Systems.
= Uses the same "asic aroach as 1S7 8000/2000 with
!oc(mentation control, mana%ement system a(!itin%,
oerational control, control o& recor!s, mana%ement olicies,
a(!its, trainin%, statistical techniA(es, an! corrective an!
reventive action.
%re Quality %pproa"hes In4uen"ed%re Quality %pproa"hes In4uen"ed
7/25/2019 03 Global Quality and International Quality Standards
48/50
Sli!e -4 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
%re Quality %pproa"hes In4uen"ed%re Quality %pproa"hes In4uen"ed
$y Culture5$y Culture5
Quality $$roaches are
&nfluence 4y Culture
The ?S a$$roach
has historically 4een
command8and8
control oriented.
The ;a$anese
a$$roach is 4ased on
an ethic of
consistency and
em$hasis on
reduction of aste.
The Euro$eans have
ado$ted 4road
standards that can 4e
ada$ted to the diverse
nation states of the EC.
7/25/2019 03 Global Quality and International Quality Standards
49/50
Sli!e -48 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition
Su##arySu##ary
$ana%in% (ality &or the $(ltinational Firm
(ality 1mrovement/ The merican 5ay
The $alcolm Bal!ri%e 6ational (ality war!
(ality 1mrovement/ The Jaanese 5ay (ality 1mrovement/ The 3(roean 5ay
1S7 8000/2000
re (ality roaches 1n&l(ence! "y (lt(re9
7/25/2019 03 Global Quality and International Quality Standards
50/50
6MM$6
Start rea!in% yo(r e-"oo)sM
Start s(mmari