The document outlines principles and concepts for implementing an effective quality management system (QMS). It discusses eight quality management principles including customer focus, leadership, engagement of employees, management of processes and continual improvement. It emphasizes managing resources and activities as processes to achieve more efficient results. Key performance indicators are also identified to measure aspects like markets, customers, processes, personnel and financials to help drive continual improvement.

1. Quality Management An executive overview

2. Overview Agenda Quality Management Principles Business Plan Performance Indicators Question Period

3. Business rationalization To achieve competitive advantage, East Penn must proactively implement business strategies to meet customer requirements & enhance customer satisfaction achieve, maintain and improve overall organizational performance & capabilities

4. Competitive Risks Markets customers, competitors, pricing, changes Product quality, performance, reliability, maintainability, innovation, demand, mix, seasonality Processes facility, capability, capacity, technology, quality Suppliers quality, delivery, price, consistency, flexibility Other workforce, capital, governmental policies, health, safety & environment

5. Quality Management Implementing a quality management system must be a strategic decision Must be consistent with other business strategies Can be integrated with other management systems such as environmental, occupational health & safety, financial & risk management QMS controls must focus on: product conformity; consistency; continual improvement; enhancing customer satisfaction

6. Quality Management Principles Eight quality management principles identified to implement a QMS Must be used by top management to: Lead & operate an organization successfully Direct & control in a systematic & transparent manner Address the needs of all interested parties Maintain a management system & continually improve its performance Maintain consistency with other management disciplines

7. Customer Focus Understand current & future needs of customers Meet customer requirements Strive to exceed customer expectations Application Understand product, delivery, price, support, etc Communicate needs and expectations Measure customer satisfaction Manage customer relationships

8. Leadership Establish unity of purpose Provide direction Create proper internal environment Application Have a clear vision of organization’s future Demonstrate commitment to strategies & policies Provide required resources and authority Be proactive and lead by example Understand and respond to external changes Inspire, build trust and recognize Have open & honest communication

9. Involvement of people Foster full involvement of people at all levels Application Encourage employees see themselves as stakeholders Empower them to take ownership and responsibility Motivate them to seek opportunities to make improvements & recognize achievements Allow them to be innovative and creative Assist them in enhancing their competencies Encourage them to share knowledge Help them derive satisfaction from their work Emphasize focus on creating value for customers

10. Process Approach Manage resources and activities as a process to achieve more efficient results Application Define processes & their sequence & interaction Determine criteria, methods & responsibilities to operate & control processes Monitor & measure inputs, outputs and conversion Ensure adequate resources & information are available Analyze & improve process performance

11. Resources Materials Facilities & equipment Support services & utilities Labor Technology Methods & measures Management Finance

12. Process Concepts All work is a process – things go in (inputs), get worked on (conversion), come out differently (output) Conversion activities transform inputs to outputs Activities require resources Outputs can be product or service Inputs, outputs and activities are measurable Each activity has a supplier and a customer Each process must have a process owner

13. Process Model Input from supplier value adding activity value adding activity Output to next process Output to next process East Penn Mfg Organization ABC Company Inc

14. Process Concepts All businesses are defined by processes All processes are inter-dependent All processes are defined by sub-processes All processes cut across functional lines All processes must satisfy customer requirements All processes are capable of being improved

15. Process Management Supplier ABC co Customer Processes

16. Process Structure ABC Mfg Processes Activities Tasks Control Level Work Level

17. Relationship between processes, functions and departments Functions Processes Processes Processes Customer Needs Satisfied Customers $$$ Depts Depts Depts

18. Earmarks of process deficiencies Functional separatism exists within the organization Problem analysis focuses on the symptoms rather the root causes Symptoms trigger the change rather than root cause analysis Changes are implemented mostly by management and take long to implement Inter-departmental politics and battles rage Employees do not see themselves as stakeholders Employees are unaware of how other processes & functions work Measurements exist to prove functional interaction Business objectives have a short term focus

19. Relationship of processes to quality management Quality management is achieved by managing: The structure and operation of processes The quality of the resources and information flowing within the processes

20. Systems approach to management Understand and manage the system of inter-related processes Application Structure process flow to efficiently achieve customer requirements and internal objectives Understand the inter-dependencies Establish effective communication Measure and evaluate system effectiveness Continually improve the system Establish resource constraints prior to action

21. Continual Improvement Establish continual improvement as a permanent objective Application Products, processes, system, customer satisfaction Make it the responsibility of every person Establish & achieve progressive objectives Focus on effectiveness and efficiency Use and provide training on tools and methods Promote prevention based activities Recognize improvements

22. Factual approach to decision making Analyze and review operational results for effective management and decision-making Application Gather performance data relevant to business objectives Products, processes, QMS, customer satisfaction, suppliers Ensure data is accurate, reliable and accessible Analyze data and information using valid methods Use analysis to make decisions balanced with experience and intuition

23. Costs of poor quality Prevention costs Training, improved specifications, improved process, employee empowerment, improved technology & equipment Appraisal costs Costs of inspection, labor and equipment, moving & handling materials Failure costs - Internal Scrap & disposal, rework & re-inspection, opportunity costs of lost time, moving & storage of reworked units Failure costs - External Scrap & disposal, rework, opportunity cost of lost time & lost future sales, legal damages

24. Mutually beneficial supplier relationships Create value by developing suppliers Application Identify and select key suppliers Balance long-term and short-term goals Create clear and open communications Jointly establish a clear understanding of customer needs Initiate joint development, but protect proprietary work & product Share information and future plans Recognize supplier achievements

25. Management Responsibility Top management is responsible for the following: Management Commitment Customer Focus Quality Policy Planning Responsibility, Authority, & Communication Management Review

26. Management Commitment P rovide evidence of it’s commitment to develop, implement, and improve the quality management system: Express importance of meeting requirements (customer, as well as, statutory and regulatory) Establish the quality policy Ensure quality objectives are established Conduct management reviews Ensure the availability of resources

27. Quality Policy Top management must ensure quality policy: is appropriate to purpose of organization provides a framework for quality objectives is communicated & understood within organization is reviewed for continuing suitability includes commitment to comply with requirements and continually improve effectiveness of system

28. Quality Planning Top management must: ensure measurable quality objectives are established at relevant functions and levels Establish objectives for products, processes, customer satisfaction, QMS, suppliers, dept’s set objectives consistent with quality policy ensure QMS planning is carried out to manage & improve processes as well as meet objectives maintain integrity of system when changes to system are planned and implemented

29. Responsibility, Authority and Communication Top management must ensure: responsibilities and authorities are defined and communicated within the organization a member of management is appointed as the Quality Management Representative external & internal communications processes are established communication takes place on the effectiveness of the QMS

30. Management Review Top management must perform reviews of QMS Conduct these reviews at planned intervals Ensure QMS is suitable, adequate, effective Evaluate need for changes or improvement to QMS, processes, product, quality policy, objectives & resource needs Maintain records of management reviews

31. Provision of Resources Determine and provide needed resources to: Implement and maintain the quality system Continually improve its effectiveness Enhance customer satisfaction (by meeting their requirements)

32. Personnel Determine competency needs for personnel (education, training, skills, and experience) Provide training to satisfy competency needs Evaluate the effectiveness of training Make employees aware of importance of activities & contribution to quality objectives Maintain appropriate records (education, training, skills, and experience)

33. Infrastructure Determine, provide, and maintain the infrastructure needed to achieve conformity to product requirements. Infrastructure includes, as applicable: Buildings, workspace, and associated utilities Process equipment (hardware and software) Supporting services (such as transport or communication)

34. Work Environment Determine and manage the work environment needed to achieve conformity to product requirements. Facility Layout & condition of production, storage & office facilities Safety of workforce Temperature, dust, noise, ventilation, light, ergonomics, health & safety compliance Safety of product storage locations, containers, movement, mistake-proofing, preservation, packaging

35. Business Plan Have a formal Business Plan Plan must be comprehensive and controlled Use short-term as well as long-term goals Have methods to determine customer’s current & future requirements & expectations Have process to define scope & analysis of information, including frequency & methods of collection Have methods to track, update, revise & review the plan Ensure plan is followed and communicated as needed to the organization Confidential & not subject to audit

36. Business Plan contents Company history General management Marketing & sales Products & pricing Infrastructure Operational performance Personnel Quality management system Environmental management system Financial management

37. General management Plan & establish - goals, objectives, policies, processes Define organizational structure Provide resources Demonstrate timely & effective decision-making Establish effective communication processes

38. Marketing Gain knowledge of the market Gain knowledge of the customers Gain industry & competitor information Evaluate channels of distribution Determine effective advertising & promotion Determine marketing strategies & objectives Establish branding & packaging strategies Define plans & resources to deploy strategies Track & measure marketing performance

39. Sales Management Develop sales forecasts Deploy sales management Establish internal & external communication processes Define and provide after sales service & customer customer Provide sales & customer training Determine sales strategies & objectives Define plans & resources to deploy strategies Track & measure sales performance

40. Product & pricing Evaluate existing product lines Compare with competitor products Research & evaluate new product technologies Have strategies for new product introduction Analyze product costs & profit contribution Evaluate impact of volume & price changes Study competitor costs Determine product & pricing strategies & objectives Define plans & resources to deploy strategies Track & measure performance

41. Infrastructure Determine capacity & capability of existing facilities Include – buildings, equipment, tooling, transportation, lab, information systems & support services Relate to requirements for products, processes, access, workspace, environmental protection, health, safety, security, ergonomics, maintenance & support services Determine strategies & objectives for infrastructure expansion Define plans & resources to deploy strategies Track & measure performance

42. Operational Performance Research & apply suitable production, tooling & material handling technologies Optimize facility layout and process flows Use appropriate production planning and control techniques Optimize inventory management – turns, rotation & levels Determine strategies & objectives for operational performance Define plans & resources to deploy strategies Track & measure performance Benchmark against industry & competitors

43. Personnel Establish recruitment strategies & policies Develop compensation & benefits policies Develop employee relations & services policies Establish personnel development methods Determine personnel strategies & objectives Define plans & resources to deploy strategies Track & measure performance

44. Quality & Environmental management Plan QMS upgrade to ISO 9001:2000 Plan QMS certification to ISO/TS 16949 Plan EMS certification to ISO 14001 Plan laboratory certification to ISO 17025 Establish timeline, activities & resources Develop & implement documentation & controls and provide necessary training Achieve planned certification

45. Financial Management Establish financial capital planning Implement reliable & timely financial accounting & reporting systems Develop value-added cost accounting systems Implement effective cash management Establish budgets to track & control monthly and annual performance Set appropriate credit management policies Provide asset & risk management Establish tax planning and management

46. Performance indicators

47. Performance indicators Market and Customer Share of market New and lost customers Customer satisfaction or dissatisfaction indices Quality performance Delivery performance Response time Market/channel/customer profitability Warranties, claims, returns

48. Performance indicators Competitor Share of market(s) Customer satisfaction or dissatisfaction indices Quality performance Delivery performance Price performance New-product development cycle time Proportion of new products Financial performance

49. Performance indicators Business Processes Product (PPM; defect; scrap; rework, waste, etc) Order to delivery response times Product-development cycle time Number of new products Manufacturing cycle time Inventory turns Sales (production) per employee Reinvestment indicators Health and safety performance

50. Performance indicators Personnel Employee morale Applicants/acceptance ratio Development hours per employee Employee competence measures Employee suggestions Turnover ratios

51. Performance indicators Environmental Hours of community service Hours of industry activities Percentage use of recyclable materials Amount of pollutant discharge Accidents and injuries resulting from products or services Fines/violations of government regulations

52. Performance indicators Financial Revenue growth Markets/customer profitability Product profitability Return on sales Working capital turnover Economic value added Return on capital Return on equity Cash flows

53. Performance indicators Need Training or Consultancy help? http://www.askartsolutions.com has significant expertise in all of the implementation steps and can help you fast track your way to an effective and profitable QMS. If you need help in developing or implementing your ISO 9001:2000 QMS, please call us at 905-593-8867 for a no obligation review of your needs.