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Quality Management Principles Become CEO Management Practices!

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Quality Management Principles Become CEO Management Practices Marsha Ludwig-Becker Fall 2001 © 2001 by Becker Technology, Inc
A Quality System versus a Management System ,[object Object],[object Object],[object Object],[object Object],[object Object]
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
A Quality System is a Management System Adapted from: Ludwig-Becker, M., Electronics Quality Management Handbook , McGraw-Hill, 1997, p.18
ISO 9000-2000 Invokes Quality Management Principles(QMP ) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9000-2000, p. 4
Quality Management Principles: Definition ,[object Object],[object Object],*From the Quality Management Principles Internet site: http://www.wineasy.se/qmp/about.html
What are the Eight (8) Quality Management Principles? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.4-5
Principle 1: Customer Focus - Organizations Organizations depend on customers and must understand, strive to meet and exceed customer expectations.* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.4
Principle 1: Customer Focus - Satisfaction Quality is “perceived” according to Kano Think about what delights you as a customer ! From: Ludwig-Becker, M., Electronics Quality Management Handbook , McGraw-Hill, 1997, p.67 from Juran and Gyrna, Quality Planning and Analysis, 3rd Ed. McGraw-Hill, 1993,p. 247, used with permission
Baldrige Award Criteria Framework
Principle 2: Leadership Leaders establish unity and purpose for the internal environment of the organization.* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.5
Vision Led Value Driven Leadership
Principle 2: Leadership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Principle 3: People Involvement People at all levels are the essence of the organization and their full involvement enables their abilities to be used for the organization’s benefits.* ,[object Object],[object Object],*ISO 9004-2000, p.5
Principle 3: People Involvement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*Blanchard, Ken, “One Minute Manager:” Quality Digest , Nov. 1997, p. 19
Principle 3: People Involvement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*Guest Editorial, by John Troyer, Quality Digest , Oct. 1996, p. 64 ,[object Object]
Principle 4: Process Approach A desired result is achieved more efficiently when related resources and activities are managed as a process.* ,[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.5 Note: Figure 3.3 from ISO 9000-1: 1994, p. 4
Principle 4: Process Approach ,[object Object],[object Object],[object Object],[object Object]
Principle 4: Process Approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*“How to Manage Key Business Processes”, by Rico Yingling, Quality Progress , April 1997, p. 107-110. Used at Border Chem. in Kent, WA.
Principle 5: Systematic Approach to Management Identifying, understanding, and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organization.* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.5
Principle 5: Systematic Approach to Management The Business Process
Principle 6: Continual/Continuous Improvement Continuous/continual improvement is the permanent object of an organization that wishes to stay in business.* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000,p.5
Principle 6: Continual/Continuous Improvement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*Doherty, Steve D., “A Blueprint for Excellence”, Quality Progress , April 1991, p. 84-85
Principle 6: Continual/Continuous Improvement Blueprint for Excellence at the Air Force Logistics Command (AFLC)
Principle 7: Factual Approach to Decision-Making Effective decisions and actions are based on the logical and intuitive analysis of data and information.* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.5
Principle 7: Factual Approach to Decision-Making From: “As Easy as Two Plus Two”, News for a Change , Association for Quality and Participation, Cincinnati, OH., Nov. 1997, p. 4
Principle 7: Factual Approach to Decision-Making Measuring Business Processes From: Kordupleski, R., Rust, R, and Zahorik, A, “Why Improving Quality Doesn’t Improve Quality”, California Management Review , vol.38, no. 3, Spring 1993, p. 91
Principle 8: Mutually Beneficial Supplier Relationships Mutually beneficial relationships between the organization and its suppliers enhance the ability of the organization to create value.* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*ISO 9004-2000, p.5
Principle 8: Mutually Beneficial Supplier Relationships ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],* From “The Hearth of the Matter, by Roberto Michel, Manufacturing Systems (A Cahners publication) April 1997 or see http://www.manufacturingsystems.com. Figure 1.7 from Ludwig-Becker, M., Electronics Quality Management Handbook , McGraw-Hill, 1997, p.388
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Self Assessment for Quality Management Principles (QMP), page 1
Self Assessment for Quality Management Principles (QMP), page 2
Sources ,[object Object],[object Object],[object Object],[object Object],[object Object]
Sources ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Quality Management Principles Become CEO Management Practices!

  • 1. Quality Management Principles Become CEO Management Practices Marsha Ludwig-Becker Fall 2001 © 2001 by Becker Technology, Inc
  • 2.
  • 3.
  • 4. A Quality System is a Management System Adapted from: Ludwig-Becker, M., Electronics Quality Management Handbook , McGraw-Hill, 1997, p.18
  • 5.
  • 6.
  • 7.
  • 8.
  • 9. Principle 1: Customer Focus - Satisfaction Quality is “perceived” according to Kano Think about what delights you as a customer ! From: Ludwig-Becker, M., Electronics Quality Management Handbook , McGraw-Hill, 1997, p.67 from Juran and Gyrna, Quality Planning and Analysis, 3rd Ed. McGraw-Hill, 1993,p. 247, used with permission
  • 11.
  • 12. Vision Led Value Driven Leadership
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21. Principle 5: Systematic Approach to Management The Business Process
  • 22.
  • 23.
  • 24. Principle 6: Continual/Continuous Improvement Blueprint for Excellence at the Air Force Logistics Command (AFLC)
  • 25.
  • 26. Principle 7: Factual Approach to Decision-Making From: “As Easy as Two Plus Two”, News for a Change , Association for Quality and Participation, Cincinnati, OH., Nov. 1997, p. 4
  • 27. Principle 7: Factual Approach to Decision-Making Measuring Business Processes From: Kordupleski, R., Rust, R, and Zahorik, A, “Why Improving Quality Doesn’t Improve Quality”, California Management Review , vol.38, no. 3, Spring 1993, p. 91
  • 28.
  • 29.
  • 30.
  • 31. Self Assessment for Quality Management Principles (QMP), page 1
  • 32. Self Assessment for Quality Management Principles (QMP), page 2
  • 33.
  • 34.

Editor's Notes

  1. This is a brief that all that deal with the ISO 9000 and ISO 14000 should review. It is the basis for management of both standards. It sets the mindset for the management system.