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OPR
E 63
641
Qua
lity
Man
agem
ent
Syst
ems
OPR
E 63
642
Topi
cs to
cov
er:
Elem
ents
of T
QM
ISO
900
0 fa
mily
of s
tand
ards
(the
n an
d no
w)
QS
9000
The
Bald
rige
and
Dem
ing
Awar
ds
Qua
lity
Man
agem
ent i
n Se
rvic
e In
dust
ries
OPR
E 63
643
Evo
luti
on
of
QA
Meth
od
s…
Insp
ect
ion
Six
Sigm
a…
DO
E
Qu
ality
M
gm
t S
yst
em
s
Tag
uch
i
1930
1
940
…
1
975
1
985
1990
199
520
00
SP
C
OPR
E 63
644
Wha
t doe
s th
e te
rm Quality
real
ly m
ean?
Qual
ityis
the a
bilit
y of
a p
rodu
ct o
r se
rvice
to co
nsist
ently
mee
t or
exce
ed
cust
omer
expe
ctat
ions
.
OPR
E 63
645
His
toric
al S
umm
ary
•Q
ualit
y As
sura
nce
–Ar
tisan
ship
•O
ne p
erso
n / c
omm
on p
urpo
se a
mon
g ta
sks
•C
lose
ness
of p
rodu
cer a
nd c
onsu
mer
–In
dust
rial r
evol
utio
n•
Long
sup
ply
chai
ns•
Uns
kille
d la
bor (
divi
sion
of l
abor
)–
Mas
s pr
oduc
tion
–U
nifo
rm q
ualit
y–
Loss
of u
nder
stan
ding
of p
urpo
se•
Eli W
hitn
ey a
nd H
enry
For
d–
Con
sum
eris
m:
a re
spon
se•
Qua
lity
has
emer
ged
now
as
a bu
sine
ss s
trate
gy
OPR
E 63
646
Tota
l Qua
lity
Tota
l Qua
lity
Man
agem
ent
–W
hat d
oes
tota
lmea
n?•
Entir
e or
gani
zatio
n•
All p
rodu
cts
and
proc
esse
s•
All a
spec
ts (m
anag
emen
t, de
sign
, con
trol)
–N
ot a
flav
or o
f the
mon
th (i
.e.,
typi
cal m
anag
emen
t fad
)•
Long
term
per
spec
tives
•C
onsi
der t
he J
apan
ese
–C
heck
list i
n Su
mm
ary
OPR
E 63
647
Co
sts
of
Qu
ali
ty
•Fa
ilure
Cos
ts -
cost
s in
curre
d by
def
ectiv
e pa
rts/p
rodu
cts
or fa
ulty
ser
vice
s.•
Inte
rnal
Fai
lure
Cos
ts–
Cos
ts in
curre
d to
fix
prob
lem
s th
at a
re d
etec
ted
befo
re th
e pr
oduc
t/ser
vice
is d
eliv
ered
to th
e cu
stom
er.
•Ex
tern
al F
ailu
re C
osts
–Al
l cos
ts in
curre
d to
fix
prob
lem
s th
at a
re d
etec
ted
afte
r the
pro
duct
/ser
vice
is d
eliv
ered
to th
e cu
stom
er.
OPR
E 63
648
Co
sts
of
Qu
ali
ty (
con
td)
•Ap
prai
sal C
osts
–Al
l pro
duct
and
/or s
ervi
ce in
spec
tion
cost
s.•
Prev
entio
n C
osts
–Al
l TQ
trai
ning
, TQ
pla
nnin
g, c
usto
mer
as
sess
men
t, pr
oces
s co
ntro
l, an
d qu
ality
im
prov
emen
t cos
ts to
pre
vent
def
ects
from
oc
curri
ng
OPR
E 63
649
Qua
lity
Cos
t: T
radi
tiona
l Vie
wCost per good unit of product
010
0%Q
ualit
y le
vel (
q)O
ptim
um
qual
ity le
vel
Tota
lqu
ality
cost
sIn
tern
alan
d ex
tern
alfa
ilure
cost
s
Min
imum
tota
l cos
tPr
even
tion
and
appr
aisa
lco
sts
OPR
E 63
6410
Qua
lity
and
Com
petit
iven
ess
Incr
ease
dre
venu
e
Impr
oved
com
petit
ive
posi
tion
Incr
ease
dm
arke
tsh
are
Hig
her
pric
es
Red
uced
cost
of
oper
atio
ns
Incr
ease
dde
fect
-free
outp
ut
Incr
ease
dpr
ofits
Continuous Quality Improvement
or
Cost-Route
Benefits
Market-Route
Benefits
3-7
OPR
E 63
6411
Qua
lity
Cos
t Min
imiz
ed a
t Zer
o D
efec
tsCost per good unit of product
010
0%Q
ualit
y le
vel (
q)O
ptim
um
qual
ity le
vel
Tota
lqu
ality
cost
sIn
tern
alan
d ex
tern
alfa
ilure
cost
s
Min
imum
tota
l cos
t
Prev
entio
nan
d ap
prai
sal
cost
s
OPR
E 63
6412
Tag
uch
i's
Qu
ality
Lo
ss F
un
ctio
n
Targ
etτ
Loss ($)C
usto
mer
's T
oler
ance
Ban
d
Loss
L
Any
devi
atio
n fro
m ta
rget
cau
ses
a lo
ss to
soc
iety
dLo
wer
Spec
Lim
itU
pper
Spec
Lim
it
OPR
E 63
6413
Qua
lity
and
Com
petit
iven
ess
•Va
lue
of Q
ualit
y–
Impa
cts
of q
ualit
y ef
forts
on
perfo
rman
ce•
Mar
ket s
hare
and
pro
fitab
ility
•C
usto
mer
sat
isfa
ctio
n•
Qua
lity
•C
osts
•Em
ploy
ee re
latio
ns–
Dire
ctly
rela
ted
to R
OI
–Si
x Si
gma
prog
ram
s ha
ve p
rove
n th
e va
lue
of
qual
ity
OPR
E 63
6414
To
tal
Qu
ali
ty M
an
ag
em
en
t P
rin
cip
les
1. C
usto
mer
-focu
sed
Org
aniz
atio
n2.
Lea
ders
hip
3. I
nvol
vem
ent o
f Peo
ple
4. P
roce
ss A
ppro
ach
5. S
yste
m A
ppro
ach
to M
anag
emen
t6.
Con
tinua
l Im
prov
emen
t7.
Fac
tual
App
roac
h to
Dec
isio
n M
akin
g8.
Mut
ually
Ben
efic
ial S
uppl
ier R
elat
ions
hips
OPR
E 63
6415
Ho
w d
o C
ust
om
ers
see Q
uali
ty
•Pe
rform
ance
-mai
n ch
arac
teris
tics
of th
e pr
oduc
t/ser
vice
•Ae
sthe
tics
-app
eara
nce,
feel
, sm
ell,
tast
e•
Spec
ial f
eatu
res
-ext
ra c
hara
cter
istic
s•
Con
form
ance
-how
wel
l pro
duct
/ser
vice
con
form
s to
cu
stom
er’s
exp
ecta
tions
•Sa
fety
-Ris
k of
inju
ry•
Rel
iabi
lity
-con
sist
ency
of p
erfo
rman
ce
OPR
E 63
6416
Dim
en
sio
ns
of
Qu
ali
ty (
Co
nt’
d)
•D
urab
ility
-use
ful l
ife o
f the
pro
duct
/ser
vice
•Pe
rcei
ved
Qua
lity
-ind
irect
eva
luat
ion
of q
ualit
y (e
.g.
repu
tatio
n)
•Se
rvic
e af
ter s
ale
-han
dlin
g of
cus
tom
er c
ompl
aint
s or
che
ckin
g on
cus
tom
er s
atis
fact
ion
OPR
E 63
6417
Dete
rmin
an
ts o
f Q
uali
ty
Serv
ice
Des
ign
Eas
e of
use
Con
form
-an
ceto
de
sign
OPR
E 63
6418
Co
nse
qu
en
ces
of
Po
or
Qu
ali
ty
Rec
all t
hat Q
ualit
y is
…The
abili
ty o
f a
pro
duct
or
serv
ice
to c
onsi
sten
tly
mee
tor
ex
ceed
cust
om
er e
xpec
tations
Not
mee
ting
Qua
lity
is…
Lo
ss o
f b
usi
ness
: Poor
des
igns
or
def
ective
pro
duct
s or
serv
ices
can
re
sults
in loss
of
busi
nes
s
Lia
bilit
y:
Dam
age
or
inju
res
resu
ltin
g f
rom
fau
lty
des
ign
Pro
du
ctiv
ity:
Pro
duct
ivity
and q
ual
ity
are
oft
en c
lose
ly r
elat
ed
Co
sts: Po
or
qual
ity
incr
ease
s ce
rtai
n c
ost
s in
curr
ed b
y th
e org
aniz
atio
n
OPR
E 63
6419
Resp
on
sib
ilit
y f
or
Qu
ali
ty
•To
p m
anag
emen
t•
Des
ign
•Pr
ocur
emen
t•
Prod
uctio
n/op
erat
ions
•Q
ualit
y as
sura
nce
•Pa
ckag
ing
and
ship
ping
•M
arke
ting
and
sale
s•
Cus
tom
er s
ervi
ce
OPR
E 63
6420
Eth
ics
an
d Q
uali
ty
•Su
bsta
ndar
d w
ork
–D
efec
tive
prod
ucts
–Su
bsta
ndar
d se
rvic
e–
Poor
des
igns
–Sh
oddy
wor
kman
ship
–Su
bsta
ndar
d pa
rts a
nd m
ater
ials
Hav
ing
know
ledg
e of
this
and
faili
ng to
cor
rect
and
repo
rt it
in a
tim
ely
man
ner
is u
neth
ical
.
OPR
E 63
6421
Qu
ali
ty G
uru
s
•Ed
war
d D
emin
g–
Plan
-D
o-C
heck
–Ac
t; st
atis
tical
met
hods
–
Four
teen
Poi
nts
for T
rans
form
atio
n M
anag
emen
t•
J. M
Jur
an–
Man
ager
ial P
ract
ices
, Tra
inin
g, C
ost o
f Qua
lity
•A
rman
d Fe
igen
baum
–To
tal Q
ualit
y C
ontro
l, “h
idde
n pl
ant”
•
Kao
ru Is
hika
wa
–Q
ualit
y C
ircle
s, 7
Too
ls•
Phili
p C
rosb
y–
Zero
def
ects
and
Qua
lity
is fr
ee•
Gen
ichi
Tagu
chi
–D
esig
n of
exp
erim
ents
–
Qua
lity
loss
func
tion
–R
obus
t des
ign
OPR
E 63
6422
Qu
ality
Cert
ific
ati
on
•IS
O 9
000,
QS
9000
•Se
t of i
nter
natio
nal s
tand
ards
on
qual
ity
man
agem
ent a
nd Q
ualit
y as
sura
nce,
crit
ical
to
inte
rnat
iona
l Bus
ines
s
•IS
O 9
000
serie
s st
anda
rds,
brie
fly, r
equi
re fi
rms
to d
ocum
ent t
heir
qual
ity-c
ontro
l sys
tem
s at
eve
ry
step
(inc
omin
g ra
w m
ater
ials
, pro
duct
des
ign,
in-
proc
ess
mon
itorin
g an
d so
forth
) so
that
they
’ll be
ab
le to
iden
tify
thos
e ar
eas
that
are
cau
sing
qu
ality
pro
blem
s an
d co
rrect
them
.
OPR
E 63
6423
Th
e I
SO
90
00
Seri
es
Sta
nd
ard
s
•IS
O 9
000
requ
ires
com
pani
es to
doc
umen
t ev
eryt
hing
they
do
that
affe
cts
the
qual
ity o
f go
ods
and
serv
ices
.
–H
iera
rchi
cal a
ppro
ach
to d
ocum
enta
tion
of
the
Qua
lity
Man
agem
ent S
yste
m
OPR
E 63
6424
Inte
rnat
iona
l Org
aniz
atio
n fo
r St
anda
rdiz
atio
n (IS
O)
Tech
nica
lC
omm
ittee
Tech
nica
lC
omm
ittee
ISO
Nat
iona
lB
odie
s
Nat
iona
lB
odie
s
Com
mitt
ees
Trad
e O
rgs
Stds
Org
s
ANSI
176
(Qua
lity)
ASQ
Auto
Z1
Use
r
OPR
E 63
6425
Why
Inte
rnat
ional
Sta
ndar
ds?
They
pro
mot
e tra
de a
nd c
oope
ratio
n
Prod
uct s
tand
ards
allo
w c
onsu
mer
s to
pu
rcha
se it
ems
from
diff
eren
t man
ufac
ture
rs
and
know
thos
e ite
ms
will
perfo
rm e
qual
ly
Man
agem
ent s
yste
m s
tand
ards
pro
mot
e co
mm
on a
ppro
ache
s to
man
agin
g qu
ality
and
th
e en
viro
nmen
t. Th
ey p
rom
ote
depe
ndab
ility
and
a co
nsis
tent
use
of s
tatis
tics
OPR
E 63
6426
ISO
9000 C
onse
nsu
s Pr
oce
ss
New
Work
It
em
Proposa
l
Work
ing
Dra
ft
Com
mitte
e D
raft
Publis
hed
Sta
ndar
d
Final
Dra
ft
Int’l
Sta
ndar
d
Dra
ft I
nte
r-nat
ional
Std
Form
al
Bal
lot
Form
al
Bal
lot
Form
al
Bal
lot
Form
al
Bal
lot
Vote
to
Rel
ease
OPR
E 63
6427
ISO
90
00
Seri
es
ISO
900
0 H
elps
com
pani
es d
eter
min
e w
hich
stan
dard
of
ISO
900
1, 9
002,
and
900
3 ap
plie
s IS
O 9
001
Out
lines
gui
delin
es fo
r co
mpa
nies
that
en
gage
d in
des
ign,
dev
elop
men
t, pr
oduc
tion,
in
stal
latio
n, a
nd se
rvic
ing
of p
rodu
cts o
r se
rvic
e IS
O 9
002
Sim
ilar
to 9
001,
but
exc
lude
s com
pani
es
enga
ged
in d
esig
n an
d de
velo
pmen
t IS
O 9
003
Cov
ers c
ompa
nies
eng
aged
in fi
nal i
nspe
ctio
n an
d te
stin
g IS
O 9
004
The
gui
delin
es fo
r ap
plyi
ng th
e el
emen
ts o
f th
e Q
ualit
y M
anag
emen
t Sys
tem
OPR
E 63
6428
ISO
10
00
0 S
eri
es
Qua
lity
syst
em a
uditi
ng g
uide
Qua
lity
man
ual d
evel
opm
ent g
uide
ISO
100
11
ISO
100
13
OPR
E 63
6429
The
ISO
9001:1
994 C
lause
s
Pro
cess
Co
ntr
ol
15
Han
dlin
g,
Sto
rage,
Pac
kagin
g,
Pre
serv
atio
n &
D
eliv
ery
19
Ser
vici
ng
1M
anag
emen
t Res
ponsi
bili
ty
5 D
ocu
men
t &
Dat
a Contr
ol
14 C
orr
ective
&Pr
even
tive
Act
ion
16
Contr
ol of
Qual
ity
Rec
ord
s
17 I
nte
rnal
Qual
ity
Audits
18
Tra
inin
g
20
Sta
tist
ical
Tec
hniq
ues
2 Q
uali
ty S
yst
em
Cu
sto
mer
3Contr
act
Rev
iew
7 C
ontr
ol of
Cust
om
er-
Supplie
d P
roduct
4D
esig
n
Contr
ol
Ven
do
r (S
ub
-Co
ntr
act
or)
6Purc
has
ing
Pro
du
ct C
on
tro
l
10
Insp
ection
& T
esting
12
Insp
ection
& T
est
Sta
tus
8 P
roduct
Id
entifica
tion
& T
race
abili
ty
9 P
roce
ss
Contr
ol
11
Insp
ection,
Mea
suring &
Tes
t Equip
men
t
13
Contr
ol of
Non-C
onfo
rmin
g
Product
OPR
E 63
6430
New
ISO
9001:2
000
•Q
ualit
y m
anag
emen
t sys
tem
–Pu
t stru
ctur
e in
wha
t you
do
•M
anag
emen
t res
pons
ibilit
y–
Put s
omeo
ne in
cha
rge
•R
esou
rce
man
agem
ent
–Pr
ovid
e th
e re
sour
ces
to a
chie
ve g
oals
•Pr
oduc
t rea
lizat
ion
–D
esig
n an
d m
ake
it to
requ
irem
ents
•M
easu
rem
ent,
anal
ysis
and
impr
ovem
ent
–Kn
ow w
here
you
are
and
get
bet
ter
OPR
E 63
6431
The
Gra
nd V
isio
n:
2000
9000
Fundam
enta
ls A
nd V
oca
bula
ry9001
Req
uirem
ents
9004
Guid
elin
es F
or
Perf
orm
ance
Im
pro
vem
ents
10012
Mea
sure
men
t Contr
ol
19011
QM
S/E
MS A
uditin
g
Tech
nica
l Rep
orts
on
Ever
ythi
ng E
lse
Gre
ater
Com
patib
ility
with
Env
iron
men
tal M
anag
emen
t
OPR
E 63
6432
Third p
arty
reg
istr
atio
n
Reg
istr
ar
Acc
red
itati
on
Bo
ard
Reg
istr
ar
Com
pany
Cou
rse
Prov
ider
sA
udito
rs
Cus
tom
ers
hire
assess
certify
accredit
accredit
train
OPR
E 63
6433
Reg
istr
atio
n s
teps
The
Reg
istra
rwill:
•R
eque
st in
form
atio
n fro
m y
ou•
Rev
iew
you
r doc
umen
ts (m
ostly
QA
man
ual)
•R
evie
w y
our a
pplic
atio
n•
Audi
t you
r fac
ility
•Is
sue
your
cer
tific
ate
•C
ondu
ct p
erio
dic
surv
eilla
nce
•R
enew
cer
tific
ate
afte
r thr
ee y
ears
OPR
E 63
6434
ISO
9000 R
egis
trat
ion P
roce
ss
•Th
e fin
al a
udit
begi
ns w
ith a
revi
ew o
f the
co
mpa
ny's
Qua
lity
Man
ual,
whi
ch th
e ac
cred
ited
regi
stra
r or t
hird
par
ty a
udit
team
ty
pica
lly u
ses
as it
s gu
ide.
•
The
audi
t tea
m c
heck
s to
see
that
the
docu
men
ted
qual
ity s
yste
m m
eets
the
requ
irem
ent o
f ISO
900
0 an
d th
at th
e or
gani
zatio
n is
pra
ctic
ing
wha
t is
docu
men
ted.
OPR
E 63
6435
ISO
9000 R
egis
trat
ion P
roce
ss
•W
hen
an o
rgan
izat
ion
feel
s th
at it
s qu
ality
sys
tem
is g
ood
enou
gh, i
t may
as
k an
acc
redi
ted
regi
stra
r or o
ther
th
ird p
arty
aud
it te
am fo
r pre
-as
sess
men
t.
OPR
E 63
6436
Tim
elin
e fo
r re
gis
trat
ion
0.0
Dec
ide
to g
o fo
r reg
istra
tion
Form
a s
teer
ing
com
mitt
ee0.
5W
rite
your
QA
Man
ual
Writ
e pr
oces
s pr
oced
ures
1.0
Con
duct
inte
rnal
revi
ews
Ref
ine
your
pro
cess
es1.
5C
ondu
ct s
yste
m a
udits
Und
ergo
a “m
ock”
aud
it2.
0R
ecei
ve re
gist
ratio
n
OPR
E 63
6437
Wher
e to
Insp
ect
the
Pro
cess
•R
aw m
ater
ials
and
pur
chas
ed p
arts
•Fi
nish
ed p
rodu
cts
•Be
fore
a c
ostly
ope
ratio
n
•Be
fore
an
irrev
ersi
ble
proc
ess
•Be
fore
a c
over
ing
proc
ess
OPR
E 63
6438
Exam
ple
s o
f In
spect
ion
Po
ints
Type
of
busi
ness
Insp
ectio
npo
ints
Cha
ract
eris
tics
Fast
Foo
dC
ashi
erC
ount
er a
rea
Eatin
g ar
eaBu
ildin
gKi
tche
n
Accu
racy
Appe
aran
ce, p
rodu
ctiv
ityC
lean
lines
sAp
pear
ance
Hea
lth re
gula
tions
Hot
el/m
otel
Park
ing
lot
Acco
untin
gBu
ildin
gM
ain
desk
Safe
, wel
l lig
hted
Accu
racy
, tim
elin
ess
Appe
aran
ce, s
afet
yW
aitin
g tim
esSu
perm
arke
tC
ashi
ers
Del
iver
ies
Accu
racy
, cou
rtesy
Qua
lity,
qua
ntity
OPR
E 63
6439
ISO
9000 R
egis
trat
ion P
roce
ss
•W
hen
the
regi
stra
r is
satis
fied
with
the
favo
rabl
e re
com
men
datio
n of
the
audi
t te
am, i
t gra
nts
regi
stra
tion
and
issu
es a
re
gist
ratio
n do
cum
ent t
o th
e co
mpa
ny.
OPR
E 63
6440
Inte
rnat
ional
iss
ues
•En
viro
nmen
tal m
anag
emen
t sys
tem
s•
Occ
upat
iona
l hea
lth &
saf
ety
•R
egul
ated
indu
strie
s–
med
ical
dev
ices
–ph
arm
aceu
tical
–he
alth
car
e•
Sect
or-s
peci
fic a
pplic
atio
ns–
auto
mot
ive
(QS-
9000
and
TS-
1694
9)–
aero
spac
e (A
S-90
00 /
AS-9
100)
–te
leco
mm
unic
atio
ns (T
L-90
00)
OPR
E 63
6441
ISO
14000
•IS
O 1
4000
-A
set o
f int
erna
tiona
l sta
ndar
ds
for a
sses
sing
a c
ompa
ny’s
env
ironm
enta
l pe
rform
ance
•St
anda
rds
in th
ree
maj
or a
reas
–M
anag
emen
t sys
tem
s–
Ope
ratio
ns–
Envi
ronm
enta
l sys
tem
s
OPR
E 63
6442
ISO
14000
•M
anag
emen
t sys
tem
s–
Syst
ems
deve
lopm
ent a
nd in
tegr
atio
n of
en
viro
nmen
tal r
espo
nsib
ilitie
s in
to b
usin
ess
plan
ning
•O
pera
tions
–C
onsu
mpt
ion
of n
atur
al re
sour
ces
and
ener
gy•
Envi
ronm
enta
l sys
tem
s–
Mea
surin
g, a
sses
sing
and
man
agin
g em
issi
ons,
effl
uent
s, a
nd o
ther
was
te
OPR
E 63
6443
QS 9
000
●C
omm
on S
uppl
ier Q
ualit
y St
anda
rd e
stab
lishe
d by
the
Big
Thre
e au
tom
aker
s: C
hrys
ler,
For
d, G
M.
●Fi
rst i
ntro
duce
d in
Nor
th A
mer
ica
in A
ug 1
994
●C
onsi
sts
of :
Se
ctio
n I
ISO
900
0 ba
sed
requ
irem
ents
Se
ctio
n II
Cus
tom
er-s
peci
fic re
quire
men
ts●
Mee
ting
man
dato
ry re
quire
men
ts fo
r the
aut
o in
dust
ry●
Emph
asis
on
Con
tinuo
us Im
prov
emen
t and
Def
ect
Prev
entio
n●
Mov
ing
clos
er to
TQ
M
OPR
E 63
6444
* Im
plem
ent
Failu
re M
ode
and
Effe
ct A
naly
sis (
FM
EA )
* A
dvan
ce P
rodu
ct Q
ualit
y Pl
anni
ng (A
PQP)
Con
trol P
lan
(CP)
APQ
P is
requ
ired
for n
ew a
nd c
hang
ed p
rodu
cts.
CP
cov
ers P
roto
type
, Pre
-laun
ch &
Pro
duct
ion
* F
easi
bilit
y R
evie
wC
onfir
m m
anuf
actu
ring
feas
ibili
ty
* P
rodu
ctio
n Pa
rt A
ppro
val P
roce
ss (P
PAP)
Com
pila
tion
of d
ata
for n
ew o
r cha
nged
pro
duct
( Cpk
, FM
EA,
Test
Res
ults
etc
)
OPR
E 63
6445
QS
9000
in S
umm
ary
•Q
S 90
00 e
mph
asiz
es o
n m
eetin
g cu
stom
er re
quire
men
ts.
In lo
ng ru
n, th
is w
ill im
prov
e co
mpe
titiv
enes
s.
•Q
S 90
00 p
ut fo
cus o
n •
* C
ontin
uous
Impr
ovem
ent
* D
efec
t Pre
vent
ion
* R
educ
tion
of v
aria
tion
and
was
te
The
stan
dard
pos
sess
es tr
emen
dous
pot
entia
l in
term
of B
usin
ess E
xcel
lent
.45
OPR
E 63
6446
Rec
ogni
zing
Qua
lity
•Be
nchm
arki
ng–
Def
initi
on:
Iden
tifyi
ng a
nd d
ocum
entin
g best
prac
tices
•C
ompe
titor
s (O
M P
rinci
ple
4)•
Oth
er in
dust
ries
–St
art
by s
elec
ting
and
benc
hmar
king
ow
npr
oces
s•
Met
rics:
com
paris
ons
(e.g
., LT
:Con
tent
ratio
)•
Prac
tices
: st
eps,
erro
rs, d
elay
s, e
tc.
–Ty
pica
l ste
ps s
umm
ariz
ed in
the
next
slid
e–
Con
cept
and
met
hods
are
evo
lvin
g
OPR
E 63
6447
The
Ben
chm
arki
ng P
roce
ss:
Com
mon
Ste
ps
GET
TIN
G
STAR
TED
Plan
ning
, O
rgan
izin
g,
and
Man
agin
gfo
r be
nchm
arki
ng PREP
ARIN
GTO
BEN
CH
MAR
KId
entif
y ke
y pr
oces
s.Fo
rm te
am.
Und
erst
and
your
ow
n pr
oces
ses.
CO
ND
UC
TIN
GR
ESEA
RC
HC
olle
ct
info
rmat
ion:
Who
's th
e be
st?
Wha
t to
ask?
SELE
CTI
NG
WH
OM
TO
BEN
CH
MAR
KEs
tabl
ish
rela
tions
hip.
Plan
to c
olle
ct
and
shar
e in
form
atio
n.
CO
LLEC
TIN
GAN
D S
HAR
ING
IN
FOR
MAT
ION
Surv
eys
Site
vis
itsD
eter
min
e an
y th
ird
parti
es
ANAL
YZIN
GAD
APTI
NG
AN
D
IMPR
OVI
NG
Com
pare
dat
a.Pl
an to
sur
pass
.Im
plem
ent a
nd
mon
itor.
Impr
ove.
Con
tinuo
us Im
prov
emen
t
OPR
E 63
6448
Rec
ogni
zing
Qua
lity
•Q
ualit
y Aw
ards
–In
clud
e:•
Dem
ing
Priz
e (fi
rst m
ajor
aw
ard)
•Ba
ldrig
eAw
ard
(est
ablis
hed
by C
ongr
ess)
•St
atew
ide
awar
ds
–Pr
ovid
e•
Rec
ogni
tion
(sho
uldn
’t be
prim
ary
goal
)•
Path
to im
prov
ed q
ualit
y
–Ba
ldrig
eAw
ard
crite
ria
•Ju
ran:
crit
eria
sum
mar
ize
TQM
OPR
E 63
6449
Qu
ali
ty A
ward
s
Bald
rige
Awar
dD
emin
g Pr
ize
OPR
E 63
6450
Mal
colm
Bal
drige
Nat
ional
Qual
ity
Aw
ard
1.0
Lead
ersh
ip2.
0 St
rate
gic
Plan
ning
3.0
Cus
tom
er a
nd M
arke
t Foc
us4.
0 In
form
atio
n an
d An
alys
is5.
0 H
uman
Res
ourc
e D
evel
opm
ent a
ndM
anag
emen
t6.
0 Pr
oces
s M
anag
emen
t7.
0 Bu
sine
ss R
esul
ts
OPR
E 63
6451
Bal
drige
Aw
ard d
etai
ls
A U
S N
atio
nal Q
ualit
y Aw
ard
Star
ted
in 1
987
Awar
ds in
thre
e ca
tego
ries
–m
anuf
actu
ring,
ser
vice
, sm
all b
usin
ess
–no
mor
e th
an tw
o aw
ards
per
ca
tego
ry p
er y
ear
Stre
sses
‘man
agem
ent b
y fa
ct’
Con
sist
s of
a th
ree
leve
l jud
ging
pro
cess
Is a
sev
en-c
ateg
ory,
100
0-po
int s
corin
g sy
stem
•Le
ader
ship
, inf
orm
atio
n an
d an
alys
is, s
trate
gic
qual
ity p
lann
ing,
hum
an re
sour
ce u
tiliz
atio
n,
qual
ity a
ssur
ance
of p
rodu
cts
and
serv
ices
, qua
lity
resu
lts, c
usto
mer
sat
isfa
ctio
n
OPR
E 63
6452
Lead
ersh
ip
•C
ontri
bute
s 10
0 po
ints
–Se
nior
exe
cutiv
e le
ader
ship
–Q
ualit
y va
lues
–M
anag
emen
t for
qua
lity
–Pu
blic
resp
onsi
bilit
y•
Sym
bolis
m a
nd A
ctiv
e in
volv
emen
t•
Intim
ate
know
ledg
e of
how
the
wor
k ac
tual
ly g
ets
done
•Im
pres
sive
list
enin
g sk
ills–
Skip
-leve
l com
mun
icat
ion
OPR
E 63
6453
Info
rmat
ion a
nd a
nal
ysis
•C
ontri
bute
s 70
poi
nts
–Sc
ope
and
man
agem
ent o
f qua
lity
data
and
in
form
atio
n–
Com
petit
ive
com
paris
ons
and
benc
hmar
ks–
Anal
ysis
of q
ualit
y da
ta a
nd in
form
atio
n•
Mus
t dem
onst
rate
fact
-bas
ed m
anag
emen
t•
Info
rmat
ion
base
mus
t be
com
preh
ensi
ve,
acce
ssib
le, a
nd w
ell v
alid
ated
.•
Use
ben
chm
arki
ng a
s a
enab
ler o
f cha
nge,
a le
arni
ng
proc
ess
OPR
E 63
6454
Str
ateg
ic Q
ual
ity
Pla
nnin
g
•C
ontri
bute
s 60
poi
nts
–St
rate
gic
qual
ity p
lann
ing
proc
ess
–Q
ualit
y go
als
and
plan
s
OPR
E 63
6455
Hum
an R
esourc
e U
tiliz
atio
n
•C
ontri
bute
s 15
0 po
ints
–H
uman
reso
urce
man
agem
ent
–Em
ploy
ee in
volv
emen
t–
Qua
lity
educ
atio
n an
d tra
inin
g–
Empl
oyee
reco
gniti
on a
nd p
erfo
rman
ce
mea
sure
men
t–
Empl
oyee
wel
l-bei
ng a
nd m
oral
e•
Empo
wer
the
empl
oyee
s an
d un
leas
h th
e fu
ll po
tent
ial o
f the
wor
k fo
rce
•Q
ualit
y tra
inin
g in
volv
es in
crea
sed
awar
enes
s,
prob
lem
-sol
ving
tool
s, g
roup
pro
cess
ski
lls, a
nd jo
b-sp
ecifi
c sk
ills•
“Em
pow
erm
ent i
s in
the
eyes
of t
he e
mpo
wer
ed.”
OPR
E 63
6456
Qual
ity
Ass
ura
nce
of Pr
oduct
s &
Ser
vice
s
•C
ontri
bute
s 14
0 po
ints
–D
esig
n an
d in
trodu
ctio
n of
qua
lity
prod
ucts
and
se
rvic
es–
Proc
ess
qual
ity c
ontro
l–
Con
tinuo
us im
prov
emen
t of p
roce
sses
–Q
ualit
y as
sess
men
t–
Doc
umen
tatio
n–
Busi
ness
pro
cess
and
sup
port
serv
ice
qual
ity–
Supp
lier q
ualit
y•
Inst
ead
of fu
nctio
nal l
ines
, em
phas
ize
on p
roce
ss
OPR
E 63
6457
Qual
ity
Res
ults
•C
ontri
bute
s 18
0 po
ints
–Pr
oduc
t and
Ser
vice
Qua
lity
resu
lts–
Busi
ness
pro
cess
, ope
ratio
nal,
and
supp
ort
serv
ice
qual
ity re
sults
–Su
pplie
r qua
lity
resu
lts•
Look
for ‘
mea
ning
tren
ds’
•Su
stai
ned
impr
ovem
ents
on
criti
cal m
easu
res
over
a
perio
d of
at l
east
thre
e ye
ars
•U
se s
tatis
tical
met
hods
to c
orre
late
obj
ectiv
e qu
ality
re
sults
with
mea
sure
s of
cus
tom
er s
atis
fact
ion
OPR
E 63
6458
Cust
om
er S
atis
fact
ion
•C
ontri
bute
s 30
0 po
ints
–D
eter
min
ing
cust
omer
requ
irem
ents
and
exp
ecta
tions
–C
usto
mer
rela
tions
hip
man
agem
ent
–C
usto
mer
ser
vice
sta
ndar
ds–
Com
mitm
ent t
o cu
stom
ers
–C
ompl
aint
reso
lutio
n fo
r qua
lity
impr
ovem
ent
–D
eter
min
ing
cust
omer
sat
isfa
ctio
n–
Cus
tom
er s
atis
fact
ion
resu
lts–
Cus
tom
er s
atis
fact
ion
com
paris
on•
Cus
tom
er in
form
atio
n fro
m a
wid
e ra
nge
of s
ourc
es –
focu
s gr
oups
, sur
veys
, one
-to-o
ne m
eetin
gs, s
ales
vis
its e
tc.
•M
easu
res
are
obje
ctiv
e an
d va
lidat
ed, n
ot a
necd
otal
OPR
E 63
6459
Th
e D
em
ing
Pri
ze
•H
onor
ing
W. E
dwar
ds D
emin
g
•Ja
pan’
s hi
ghly
cov
eted
aw
ard
•M
ain
focu
s on
sta
tistic
al q
ualit
y co
ntro
l
OPR
E 63
6460
Empl
oyee
-Driv
en Q
ualit
y
•Tr
aini
ng (a
nd e
duca
tion)
–In
volv
es•
Basi
c jo
b sk
ills•
Tool
s fo
r con
tinuo
us im
prov
emen
t, SP
C, e
tc.
•C
ross
-trai
ning
(OM
Prin
cipl
e 7)
–M
ust b
e co
nsid
ered
as
inve
stm
ent,
not e
xpen
se!
–O
ld (a
nd s
till p
reva
lent
) app
roac
h•
Expl
oit d
ivis
ion
of la
bor (
hire
uns
kille
d)•
Inhi
bits
prid
e in
wor
kman
ship
–C
ross
-trai
ning
can
bui
ld b
ette
r und
erst
andi
ng
OPR
E 63
6461
Empl
oyee
-Driv
en Q
ualit
y
•O
rgan
izat
ion
–In
volv
es•
Clo
se s
uppl
ier/c
usto
mer
(nex
t pro
cess
) con
tact
•M
ulti-
func
tiona
l tea
ms,
etc
.–
Uni
ting
wor
kers
for c
onst
ancy
of p
urpo
se•
Typi
cal f
orm
ats
–Q
ualit
y ci
rcle
s–
Cel
ls a
nd te
ams
(pio
neer
ed in
man
ufac
turin
g)–
Proj
ect t
eam
s: w
hen
wor
k flo
ws
are
sepa
rate
d•
Gan
gsve
rsus
team
s–
Team
trai
ning
: te
am d
ynam
ics;
pro
blem
-sol
ving
; qu
ality
tool
s
OPR
E 63
6462
Dem
ing’
s 14
Poi
nts
(I)
•Fo
cus
On
Man
agem
ent
–Q
ualit
y pr
oble
ms
lie w
ith th
e sy
stem
–Th
e sy
stem
is u
nder
the
cont
rol o
f man
agem
ent
•Th
e 14
Poi
nts
--N
ot a
Men
u!–
Con
stan
cy o
f pur
pose
–N
ew p
hilo
soph
y–
Mas
s in
spec
tion
–Pr
ice
tag
–C
ontin
uous
impr
ovem
ent
–Tr
aini
ng
OPR
E 63
6463
Dem
ing’
s 14
Poi
nts
(II)
•Th
e 14
Poi
nts
(Con
tinue
d)–
Supe
rvis
ion
(lead
ersh
ip)
–Fe
ar–
Barri
ers
–Sl
ogan
s–
Quo
tas
–Pr
ide
in w
orkm
ansh
ip•
Man
agem
ent
•Fr
ont-l
ine
–Ed
ucat
ion
–O
rgan
izat
iona
l stru
ctur
e/cu
lture
; top
man
agem
ent
OPR
E 63
6464
Softw
are
Qua
lity
•Pr
oces
s Q
ualit
y–
Ensu
ring
conf
orm
ance
with
use
r req
uire
men
ts–
Iden
tifyi
ng d
efec
ts–
Mon
itorin
g th
e pr
oduc
t thr
ough
its
phas
es o
f de
velo
pmen
t•
Prod
uct Q
ualit
y–
Iden
tifyi
ng u
ser s
peci
fied
qual
ity n
eeds
–Pr
iorit
izin
g qu
ality
nee
ds–
Res
olvi
ng q
ualit
y co
nflic
ts, i
f any
–Bu
ildin
g th
em in
to th
e de
velo
pmen
t pro
cess
–Al
loca
ting
effo
rt an
d tim
e fo
r the
m
OPR
E 63
6465
A S
tep
in
Ass
uri
ng
So
ftw
are
Qu
ali
ty
An
aly
ze n
eed
for
qu
ali
ty
Co
nvert
qu
ali
tyn
eed
s to
req
uir
em
en
ts
Docu
men
t S
WQ
uali
tyre
qu
irem
en
ts
Use
r opi
nion
s
Crit
eria
for g
ood
requ
irem
ents
Req
spec
Der
ived
req’
s
Qua
lity
fact
ors
Nee
ds d
ata
base
Qua
lity
conf
licts
Cos
t of q
ualit
y
Fact
or a
nd c
riter
ia d
efin
ition
s
Leve
l of q
ualit
y m
atrix
Qua
lity
need
s dat
a ba
se
Engi
neer
ing
crite
ria
Trac
eabi
lity
mat
rix
Softw
are
qrs
Qua
lity
spec
ifica
tion
guid
elin
e
OPR
E 63
6466
Ap
pro
ach
es
to A
ttain
Qu
ali
ty
Trad
ition
al A
ppro
ach
to Q
ualit
y
Con
trol
the
qual
ity o
f the
pro
duct
by
insp
ectio
n.A
ccep
tabl
e qu
ality
leve
ls (
AQ
L).
Som
e de
fect
s w
ill s
lip th
roug
h.
Wor
ld-C
lass
App
roac
h to
Qua
lity
The
prod
uct i
s on
ly th
e re
sult
of th
e pr
oces
s w
hich
mak
es it
.If
the
proc
ess
is c
orre
ct, t
he p
rodu
ct w
ill b
e go
od.
No
need
to in
spec
t.
5-6
OPR
E 63
6467
Qual
ity
Contr
ol M
odes
a C
om
pan
y ca
n b
e in
•Hea
vy u
se o
f ins
pect
ion
• Man
ufac
turin
g &
QC
are
adv
ersa
ries
• Fire
fight
ing
• Man
agem
ent b
y cr
isis
• Hig
h co
sts
• Los
t sal
es• L
oss
of c
ompe
titiv
e po
sitio
n
Det
ectio
nM
ode
•Ver
y lit
tle in
spec
tion
• QC
is a
reso
urce
of M
anuf
actu
ring
-tea
mw
ork
• Pro
blem
elim
inat
ion
• Sm
ooth
ope
ratio
ns -
cont
inua
l im
prov
emen
t• D
ecre
asin
g co
sts
• Inc
reas
ed s
ales
• Mor
e co
mpe
titiv
e
Prev
entio
nM
ode
5-7
OPR
E 63
6468
Op
era
tio
ns
are
a T
ran
sfo
rmati
on
Pro
cess
Inpu
ts
Peop
le
Cap
ital
Ener
gy
Mat
eria
ls
Tech
nolo
gy
Mar
ket a
ndEn
viro
nmen
tal
Forc
es
Tran
sfor
mat
ion
Proc
esse
s
Goo
ds
Serv
ices
Out
puts
OPR
E 63
6469
The
Proc
ess
Focu
s•
Ope
ratio
n =
Tran
sfor
mat
ion
Proc
ess
–Pr
oces
s in
puts
•M
anag
emen
t•
Met
hods
•M
ater
ials
•M
achi
nes
•M
aint
enan
ce•
Pers
onne
l•
Info
rmat
ion
•En
ergy
–Tr
ansf
orm
atio
n (m
acro
/mic
ro v
iew
s)–
Out
puts
(com
pone
nts
/ fin
ishe
d go
ods
/ ser
vice
s)
OPR
E 63
6470
The
Pro
cess
Foc
us: C
ontr
ibut
ing
Var
iabl
es
Manag
emen
t Mainten
ance Mea
surem
ent
Machin
esMeth
ods
Manpo
wer Materia
ls
Materia
ls
Leng
th
Proc
ess
perfo
rman
ce:
Qua
lity
char
acte
ristic
s
PRO
CES
S: 3
-inch
mac
hine
bol
t
THE
NEX
TPR
OC
ESS
Dis
tribu
tion
of b
olt l
engt
hs
(Inch
es)
OPR
E 63
6471
Man
agin
g th
e Pr
oces
s
•Pr
oble
ms
–R
esul
t fro
m s
erie
s of
act
iviti
es (p
roce
ss)
–N
ot fr
om s
ingl
e as
pect
(e.g
., ph
ysic
ian)
–Th
eref
ore,
for e
ach
prod
uct,
entir
e pr
oces
s ne
eds
stud
y fo
r im
prov
emen
t•
Proc
ess
–R
ecal
l Inp
ut/P
roce
ss/O
utpu
t mod
el:
–In
put c
ompo
nent
s ch
ange
ove
r tim
e
inst
abilit
y
OPR
E 63
6472
Proc
ess
Impr
ovem
ent a
nd C
ontro
l in
a n
utsh
ell
•Ap
ply
Scie
ntifi
c M
etho
d •
Inco
rpor
ate
Tool
s –
Gen
eral
tool
s–
Coa
rse
grai
ned
tool
s–
Fine
gra
ined
tool
s
OPR
E 63
6473
Sci
entific
Met
hod for
Proce
ss I
mpro
vem
ent
1. I
dent
ify a
nd d
efin
e th
e pr
oble
m.
2. S
tudy
the
exis
ting
situ
atio
n;co
llect
nec
essa
ry d
ata.
3. G
ener
ate
poss
ible
sol
utio
n al
tern
ativ
es.
4. E
valu
ate
alte
rnat
ives
and
cho
ose
the
pref
erre
d on
e.
5. Im
plem
ent t
he im
prov
emen
t and
mea
sure
resu
lts.
6. E
valu
ate
and
revi
se if
requ
ired.
7. O
ther
wis
e, re
turn
to s
tep
1 an
d st
art a
gain
with
ane
w p
robl
em.
OPR
E 63
6474
Tools
for
Proce
ss I
mpro
vem
ent
3. P
roce
ss fl
owch
art.
4. C
heck
she
ets
and
hist
ogra
ms.
5. P
aret
o an
alys
is.
6. F
ishb
one
char
ts.
Coa
rse-
grai
ned
Tool
s
Gen
eral
Too
ls
Fine
-gra
ined
Too
ls7.
Fai
l-saf
ing
(Pok
ayok
e).
8. D
esig
n of
Exp
erim
ents
(DO
E)9.
Sca
tterg
ram
s.
1. T
eam
-bui
ldin
g an
d gr
oup-
inte
ract
ion
tool
s.2.
Spe
cific
pro
cess
/tech
nolo
gy to
ols.
10.
Run
dia
gram
.11
. Pr
oces
s co
ntro
l cha
rt.
OPR
E 63
6475
The
Six
Sigm
a M
etho
dolo
gyA
4-S
tep
Met
hodo
logy
for P
roce
ss Im
prov
emen
t
Proc
ess
Cha
ract
eriz
atio
n
1)M
easu
re•
Iden
tify
Proj
ect S
cope
/ G
oal
•D
efin
e Ke
y Pr
oces
s El
emen
ts•
Esta
blis
h Pr
oces
s C
apab
ility
•Va
lidat
e M
easu
rem
ent S
yste
m
2)Ev
alua
te•
Benc
hmar
k Pr
oces
sEn
title
men
t •
Dat
a An
alys
is
•D
eter
min
e C
ritic
al
Fact
ors
Proc
ess
Opt
imiz
atio
n
3)Im
prov
emen
t•
Dev
elop
Impr
ovem
ent P
lan
•U
nder
stan
d/O
ptim
ize
Vita
l Pr
oces
s El
emen
ts•
Red
uce
Varia
tion
/ Def
ects
•Ve
rify
Impa
ct
4)C
ontr
ol•
Impl
emen
t Lon
g Te
rm
Con
trol P
lan
•Le
vera
ge to
Sim
ilar
Prod
ucts
/Pro
cess
es•
Doc
umen
t & S
tand
ardi
ze
Measure
Measure
Evaluate Evaluate
Improvement
Improvement
ControlControl
OPR
E 63
6476
TQM
•Top m
anag
emen
t’s
direc
t in
volv
emen
t•
Str
ong c
ust
om
er o
rien
tation
•Com
pan
ywid
epar
tici
pat
ion t
o m
eet
or
exce
ed
cust
om
er e
xpec
tations;
em
pow
erm
ent
•Sys
tem
atic
pro
ble
m s
olv
ing
•A p
hilo
sophy
of
Continuous
Impro
vem
ent:
N
ever
-endin
g p
ush
to im
pro
ve
OPR
E 63
6477
Obstacles
to I
mple
men
ting T
QM
Lack
of
–C
ompa
nyw
ide
defin
ition
of q
ualit
y–
Stra
tegi
c pl
an fo
r cha
nge
–C
usto
mer
focu
s–
Rea
l em
ploy
ee e
mpo
wer
men
t–
Stro
ng s
trong
mot
ivat
ion
–Ti
me
to d
evot
e to
qua
lity
initi
ativ
es–
Lead
ersh
ip
OPR
E 63
6478
Obst
acle
s to
Im
ple
men
ting T
QM
•Po
or in
traor
gani
zatio
nalc
omm
unic
atio
n•
View
of q
ualit
y as
a “q
uick
fix”
•Em
phas
is o
n sh
ort-t
erm
fina
ncia
l res
ults
•In
tern
al p
oliti
cal a
nd “t
urf”
war
s
OPR
E 63
6479
Sum
mar
y
TQM
requ
ires
Top
man
agem
ent’s
dire
ct in
volv
emen
tSt
rong
cus
tom
er o
rient
atio
nEv
eryo
ne p
artic
ipat
es:
empo
wer
men
tSy
stem
atic
pro
blem
sol
ving
Con
tinuo
us im
prov
emen
t
TQM
is a
gre
at fo
unda
tion,
but
TQ
M d
oes
not
dire
ctly
rela
te to
bus
ines
s re
sults
Six
Sigm
a is
the
late
st q
ualit
y m
anag
emen
t in
nova
tion:
It i
s a
focu
sed
met
hod
+ a
philo
soph
y
OPR
E 63
6480
Use
ful lin
ks
http
://w
ww
.min
dtoo
ls.c
om/s
wot
.htm
lSW
OT
anal
ysis
for s
trate
gy d
evel
opm
ent
http
://w
ww
.iqs.
com
/Pre
sent
atio
ns/S
ALE6
108_
files
/fram
e.ht
mO
verv
iew
of Q
S 90
00
http
://ho
me.
att.n
et/~
iso9
k1/tq
m/tq
m.h
tml
An o
verv
iew
of T
QM