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Quality Managament Secondvideolecture 2 Part3
Quality Managament Secondvideolecture 2 Part3
Quality Managament Secondvideolecture 2 Part3
‘The customer is always right’, ‘the customer is not always right’, ‘the
customer is the basis for any business’, and ‘if we had listened to the 3
customers we would not have been innovative’
Factual approach to decision
making
▪ Effective decision are based on the analysis of
data and information
▪ It is necessary to define valid method for gathering
data, analyses data using statistical techniques and
use them for decision making
▪ Making decision and taking actions based on
results balanced with experience and intuition
4
Focus on Process
management
▪ The organization creates value for customers with
its production process
▪ Production process is the transformation of
necessary inputs into determined outputs
5
Process is a sequence of activities that:
▪ receives inputs by an external or internal supplier
▪ adds value through each progress phase
▪ provides output to internal or external customers
▪ can be controlled regularly
6
Continual improvement
▪ Continual improvement of the overall performances would be
a permanent target of an organization
▪ The Deming’s Wheel
PLAN DO
ACT CHECK
There are
always
opportunities of
improvement
8
Continual Improvement
...the object of an organization that wishes to stay in business.*
▪ Continual improvement
– in overall performance
– permanent objective
▪ improving
– capability, flexibility
– alignment, agility
▪ through
– see above...
– and below
9
Involvement of people
11
Leadership
▪ Leaders establish
– unity of purpose and direction
– environment where people are involved
▪ to achieve
– communication, motivation, alignment
– organization’s objectives
▪ through
– considering needs of all parties
– vision, values, goals, targets, etc
– fairness, respect, ethics, trust
– providing resources, removing road-blocks
– inspiring, encouraging, recognizing
13
System approach to
management
▪ Identifying, understanding and managing
interrelated processes as a system contributes to
the organization’s effectiveness and efficiency in
achieving its goals.
14
Mutually beneficial supplier
relationship
▪ An organization and its suppliers are
interdipendent and the creation of partnership
enhances the ability of both to create value.
▪ Need to choose key partner
▪ Balance short and logn way.
15
Mutually Beneficial Supplier
Relationships
enhance the ability of the organization to create value.*
▪ A Win-Win approach
16