CQI Quality Matters Handbook

8/6/2019 CQI Quality Matters Handbook

http://slidepdf.com/reader/full/cqi-quality-matters-handbook 1/8

quality

matters



Why is quality important?

Quality is defned by the customer anddierent customers may have dierent

requirements rom a product or service.

As a proessional discipline, quality involves

working to make an organisation, a

product or a service increasingly ft or

the customer’s purpose.

q pon o o vd –

o nng h ood w won’ k

nd doco n o hop w

nd, o kng h ob

phon w dgnd nd podcd o w

hv pc o pn h won’

down. Whn wok, w k o

gnd. i on whn , h w

v.

Fo ognon, ppoch v o nn h bn nd gow n h

. mn w-known gob ognon

hv on d h ponc o

whn w oo nd h pon hd

bn v dgd.

Ognon ng chn cn

xpc o b:

• Pofb – wh hh boo n

• s – copn wh gon

• Gn – opng wh dcd ng

co, n nhncd pon nd b

pcd o pond o gon

• ipovd – conn b o fnd w o

do hng b

• F o ppo – dv on po, h

f , v

• innovv – dnf gp n h k

• Podcv – c pov nd

dv p o cpc

• efcn – n w pcc

• snb – w b ond o n

o co.

th book ook h n w

poon wok on podc ndwh ognon o k h b –

o fcn, nnovv, podcv nd

nb. i cb h pon o h

ppoch, poon nd

h n chvn.



The role o the quality proessional

q poon gv confdnc oo ognon. th n n

poon o dn nd n n k o

bn h cn dvop n ovvw

o n n ognon nd how wok.

q poon cn wok o pov

v pc o n ognon, o how

hng don o pon pc on h

nvonn.

q poon cn wok n v

whn n ognon b h php

o cv whn h nvovd

n png ogh g nd pn.

a h v, h cn k h h

ognon ng bn objcv

nd g obgon, povdng

confdnc bod v.

q poon k n ognon

w o oppon o pov, ch

bng o nnovv n podc dgn,

vng on b vwng pp o

chngng h w hng don o dc

co nd v . th k o h

oo nd chn h hv n

n con, o cono ch o h bncdcocd, o k h podc nd

ognon b.

q poon k o

copn’ pon w b pocd

nd vn nhncd nd h pojc

dvd on nd on bdg who

ong . th dvop ngn

nd c o ndpndn d o

wok o chck h o wh bngpodcd o h cn k povn

nc.

q poon o no,

hpng cog wh nh nd

pnc o g o gp wh bn

povn oo nd ppoch.

th gh ncd h vw nd

dgn o poc, co onhp

ngn nd pob ovng, o

whch k o h cc nd pofb

o n ognon.

q poon wok o k :

• evon n h ognon wok

owd h go

•th ognon’ go k n o

khod

•th ognon h h oc nd

cpb o ch go

•th ognon cn dn nd

n k

• Oppon o povn ond

nd pnd.



More efcient

q poon wh h knowbo n ognon’ ponc nd

k o dv owd povn nd

ov w o k h ognon

o fcn nd o pofb.

q poon o p o

k bn nnng w

cn b. th ndd ch isO

9001 o whh ch

o good nd poon

o oh od ch h bncd

cocd nd h bn xcnc od

o dv povn co copn.

spcfc bn povn pojc cn

k o ng o cognd

oo nd chn ch x g, nnd h cpb od.

i pon h poon

cn dvop h k ndd o no

oh nd pow h o k h

own povn, nng c

hogho n ognon.

Who o dn, po nd

k povn nd whch von

h bogh no, n ognon w no b

b o pov. Ognon h do no

chng o h nd o h co

o o k h ponc o cv

cnno conn o b vb.

Emma Sloan, MCQI CQP, is a

quality engineer at Sellafeld

Dng13 n h nc

nd, e h cd o

nb o bn dvopn

nd povn nv.

sh cc dgnd

nd pnd

ngn whch

gnd cfcon o isO

9001. th gnfcn povd

h copn’ pon o

p- o nd nd

bn wn conc.sh o cd £10 woh

o nd hogh p-

fcon poc ov

on-onh pod b ong

nc nd cono o

copn opon o pon

co. Ov x-onhpod e o nod n

ndgd bn dn

o Chn wh go o

dvop h concon k.

e : ‘q cn b

pcvd n “dd on” h

hn co cv, ho

o conn wh cvwhch poo h ngon

o pncp nd concp

no vd bn poc

j nc nd bhvo

pncp hv bn

d.’



New ideas

scc ognon conn vovng. th chng h podc, vc

nd poc – h k ngng chng

v k. q poon dp

ngng chng h conn vw

podc, poc nd pn o wh

povn cn b d.

q poon cn k bd’

vw o o ognon nd hnk

bod bo conncon. th cn

hn cogn h pon gp nd

o povn h cn d nnovon.

th fnd who-ognon oon h

dv nnovon nd povn co

h bn. Fo nnc, h hn ookng

ch nd dvopn ncon n

oon, h cn cond how wok

wh nd kng, podcon nd

co vc.

Gareth Jones, ACQI, is a quality

auditor at Mclaren Automotive

On o h k nnovon

mcn aoov ov

h fv w h

nodcon o gw o h podcon n.

Gh xpn: ‘in 2006, o

fn-vhc d co w

hgh nd w hd o o wok.

‘to ck h w ghd h

d d o 150 vhc

o n. th nx p wdvopng nd pnng

o chck h o h

podcon n o con h

dnfd – o

gw. i nd b o

h podcon o po

gw d on ch vhc.’

th nw gw owd h

o gn h

noon on h o

d bck o h ncng

ngnng o oon.

Pvo, Gh nd h

cog ond bo 45 p c pon n vhc

dng. a h gw w

bhd, h pd hd

vhc wh zo nd h

vg o h w j

h pon p c.



Better use o our resources

Dan Keeling, FCQI CQP, is the

ormer head o quality at Union

Railways North

in 1996 london nd Connn

rw w wdd h

concon o bd h Chnntnn nk known

Hgh spd 1. Hs1 w h uK’

f hgh pd w nd n

o 100k bwn london nd

h Chnn tnn.

Wokng ogh on h pojc,

unon rw pojc cn

nd r lnk engnng pojc ng, h copn

dvopd nw ppoch o

pojc dng nvovng h

k khod. th d

povdd boh ognon

wh h oppon o ncov

, concn nd chng n h xcon o h pojc. th

w c: h pojc

n o nn nd pod

wokoc o o hn 1,000

pk. in Novb 2007

h £5.8bn pojc opnd boh

on nd whn bdg.

Dn : ‘i cn b gd h h nw dng ppoch

w conbng co o

h cc o h pojc

nd o chvn o

eopn Fondon o q

mngn wd.’

a poon on o h wn n ognon who ook co

ndpndn poc nd h h

ho o chck h wokng

ogh o bn objcv

w ndndng wh co nd

khod nd.

q poon cn povd h

vc hogh d, boh nn nd

b cng xn d. th don

g o oon wh cpbod o

o d − h poon no n

nn pocn. q poon

wok n pnhp wh ndvd nd

o c povn.

th wod b v o n ognonn h ncon pong o h bod

o gv confdnc h n ognon

b o dv gn pn, ch n h

w h fnnc d gv nc

h n ognon’ fnnc oc

n od.

i nn d no d, dfc o

n ognon o b confdn h bn

objcv cn b . i o pob

o ndnd h poc nd poc

oowd n pcc. th cod v

n ognon opn o k n g

copnc, connc nd h b

o opon.



More sustainable

scc bn pn o ong-,nb dvopn nd k no

ccon h oc nd nvonn pc

o h cv – h ppoch cn on

nhnc h pon o o ognon.

Con on p o b o

oc ponb copn, wh bn

co gh choo nb pp

p o h own con o

nb dvopn.

q poon cn ppo h

ppoch b kng h h pc

o v p o n ognon on h

nvonn nd oc condd.

th cn ook o pon ng vngwhn o ognon w gng

nvovd n o pp chn o ook h

pp o nd h conc h

n pc. th cn po chck o k

o wokng wh pp who

cop wh o poc on nb, o

nnc condng h nvonn nd

ng h po .

B dcng h k n o bn nd

howng h w ngd ng

ppoch, poon w

o k o o ognon o

c nvo, o wok wh go nd

o n bn w no h .

Joseph Fay, MCQI CQP, is CMS

supply chain manager – Europe

at GE Water Process and

Technologies

achvng on o h hgh

co n n h Cbont sndd n

poc 90%, h

h Ge W Pn n Wdn

h conn wokd hd o

dc h pn’ cbon doxd

on – dcng cbon

oopn b hd nc 2007.

Hvng bhd nisO 9001 nd isO 14001

cfd ngn ,

Joph, o pn ng,

nd h ngd

h Cbon t sndd’

n no h .

No on h h wok owd

down h poc o c

chng, bnfng von,

b h copn h o vd

on b dcng on –

wh 20% vng on co

n 2009 copd o 2007.

Joph : ‘W wb o don h

“cognon” w o

Ge nd h oo ch n

hp o dv h bhvo

chng d o dc o

cbon oopn.’



What can you do to promote quality?

1. Pass this booklet on to a riend2.Get involved with the CQI as a volunteer on a board, branch

or special interest group

3. Email [email protected] to volunteer as a spokesperson or CQI

4. Host a World Quality Day event at your organisation

5. Visit www.thecqi.org or other ways to get involved

About the Chartered Quality Institute

th Chd q in h uK chd bod o

poon. ebhd n 1919 nd o h in

o q anc, w gnd ro Ch n 2006, nd

bc h Cqi n Jn 2007. th Cqi x o bnf h

pbc b dvncng dcon n, knowdg o nd h pcc o

n nd , coc, h pbc co nd h von

co. in ho, h Cqi x o hp k bn b.

W poo h ngn ppoch, bd on pnnng,

n nd povn, whch dv h oowng

bnf o ognon:

• ipovd co con

• rdcd co nd povd pofb

• ipovn nd nnovon

•

idnfcon nd ngn o k • Copo c nd ponb.

Chartered Quality Institute

t: +44 (0)20 7245 6722

e: [email protected]

www.hc.ogPnd n h uK b avn Pn mngn

on ccd nd nvonn nd pp

© Chd q in 2010

Documents

CQI Quality Matters Handbook