[pick to] 2000 version of the standard of ISO9000 "process" gives the new definition, make "the customer" contains the extension of extremely rich, the enterprise quality management in the process quality control provides a new way of thinking and methods. But how to use this new way of thinking and methods of process quality control, but so few people take seriously. Based on this, this paper from material purchase, manufacture and the employees work process, and discusses how to process quality control of the specific strategies.
[key words] customer satisfaction; Process; Quality control; explore
ISO 2000 edition issued by the organization family of ISO9000 quality management system standard, requests the enterprise in the quality management in the process of the methods for quality control. Because the standards adopted the term "process", make the extension of "customers" is very rich, is refers to the external customer of organization, also contains the organization's internal customers. This is the enterprise provides a "customer satisfaction" for the premise, as the starting point, the quality control in the process of the new method or new ideas. This new method or new ideas to enterprise quality management widespread "want me to control" passive control of the situation into "I want to control" active situation. Can say, this is a kind of process control mode of revolutionary change. But unfortunately, the ISO 2000 edition ISO9000 family organization issued standard in the last 8 years, many enterprises in the concrete process in the quality control can still use the past passive operation method, and less of this new method or some new ideas to pay attention, investigate its reason, may in addition to "the internal customers" and its satisfaction, inadequate understanding outside, still may and how to based on internal customer satisfaction, process quality control and the methods of the lack. This paper attempts to implement customer is the focus of the principle of quality management, this paper discusses the enterprise internal based on customer satisfaction, how to process quality control strategy.
One, "the customer" and "the customer" related terms of understanding
For convenience of "customer" to the understanding, understanding first 2000 version of the family of ISO9000 quality management system standard to process, the product gives concept.
1. The process: is a group of the input into the output connected or interaction activities. In our country, the process of terms appear very early, but belong to general words. Because of the standard of ISO9000 family appeared and the promotion, this is a term to be gradually into the management field, become the foundation of management terms.
Process the words of the process, the process is also the word. The past with process or process described the content of the process, general now not using a process or process terms, and encourages the use process term.
The concept of process very extensive, any a group of related or of the interaction of the activities can be identified as a process. By the input process, implementation activity and the output of the three links. A process for the output (results) are often the other (down) a process input. All activities of the enterprise staff a process can be divided into two classes: the production or manufacturing process (including procurement process), the working process of the departments (including the marketing process). One of the most important, widespread is the enterprise material procurement process, product manufacturing process and the working process of the department.
2. Products: that is the result of the process. Product definition is very simple, but because the concept of process widely, so the concept is very extensive. There are four categories products: services, software, hardware, process materials. The product can is above four categories of a kind of, also can be several different types of products that constitute. In addition, the same category of products in different stage to also have a variety of name, such as manufacturing enterprise same category of hardware products, intermediate products, the products or the final product of points; And as a research and development department of the products have drawings, process parameters and requirements, etc. In the service industry, the service itself is a kind of product.
The results of the process has good (the expected results) have bad (not the expected results, such as pollutants). However, in quality management, the results of the process is to point to the expected results. 3. Customer: refers to accept product organizations or individuals. If the above three terms in the same boat, and the customer can expressed as: accept a group will enter into output connected or of the interaction of the activities of the organization or individual. Such statements see not hard: because the concept of processes, product widely, thus the concept of customer is not just limited to external customers, as long as is to accept product organizations or individuals are customers, both outside the organization, the consumer, end user, retailers and the beneficiaries, the purchase side, also refers to organize the internal operator on the next working procedure, the equipment next team (i.e. production, services and activities to accept a process of working procedure before output, post and personal), including even the same post, tomorrow the same job for you (to organize the internal hereinafter referred to as the internal customers). Therefore, the enterprise between employees, between departments, the relevant position, process and even among themselves and yourself, and so on are the customer, this concept is very important. Enterprise implementation "the customer is the focus of" the quality management principles, not only should always focus on external customers, but also to pay more attention to the internal customers; Each employee and working procedure, post is the supplier, also is the customer, we should firmly establish "the internal customers also is supreme" the idea, like the attention that external customer full consideration of the needs of customers, focus on internal make the internal customer satisfaction. Based on this understanding, each process, each link can attention from the customer's point of view to control up, the organization from paying attention to customer quality control Angle provides theory basis.
Second, based on internal customers with the best quality control in the process
Modern enterprise quality management, whether using total quality management theory, or to establish a standard of ISO9000 quality management system, with the ultimate goal is to make customers satisfied. So. Process in the quality control to make internal customer satisfaction, no matter how employees in jobs, any process, also no matter what activities or engaged in work, to be everywhere adhering to the "customer is a process of the internal customers idea, keep in mind" to focus on customer ", "the customer is supreme" the objective, each according to his ability, to do their own work well each of a job.
1. The procurement process quality control. Material (including equipment, materials, spare parts, outsourcing, etc) procurement process, is the basic process of production and operation of enterprises, its internal customers, involving equipment use, management, maintenance process, the product manufacturing process, departments of the daily work of the process such as organization or staff. The process if control improper, will give the production and operation of enterprises management bring direct influence, or will the production and operation of the follow-up process and its internal customers have a negative influence and far-reaching repercussions. For example, use unqualified equipment, materials, components, etc material, to the follow-up process, product will be the inherent characteristics of the left a lasting and hidden trouble.
In order to fully consider purchasing material to the follow-up process of the effect and the internal customer satisfaction, stop the unqualified products, purchasing department in the purchase process strictly to pay attention to purchasing program:
First, the enterprise needs to deal with many substance, according to the quality of the process and its product influence degree classification, emphasize the key for the management, and generally divided into three categories: in the production and business operation in use process, the process and its product are likely to bring production quality directly, the important influence on the material can be classified into A class; The production and business operation in use process, may give process and its product quality indirect or more important influence to bring the material can be classified into a class B; General as auxiliary parts, to the follow-up process and its product quality influence to the general or slightly for the C.
Next, should be according to the classification of investigation, respectively supplier evaluation. A kind of material supplier for the evaluation of the general to field investigation of the quality management system operation condition, always availability, supply quality abnormal management when rectification ability and quality guarantee ability, and be delivery and delivery ability, the product quantity price, its technological development ability and provide technical service ability and its effect, their after-sales service ability (include after service attitude, timeliness, effect), etc. At the same time, but must consult the information provided by suppliers, from the supplier's other customers side investigation, understanding, provide material sample to test and trial, and other suppliers and material sample compared the situation of trial, to provide material quality analysis results of the means such as regular evaluation. B, C supplier evaluation, need not field investigation, generally refer to the information provided by suppliers, provide material sample to test and trial, the statistics provide material quality the results of the analysis method and regularly, can the B, C evaluate suppliers, to achieve the aim of control of suppliers. One of the supplier evaluation of B, put forward by purchasing department class B supplier evaluation list and provide a class B supplier related material, or previous B kind material inspection, with quality, service and price of material, information, send technology, manufacturing, quality, finance and related departments to sign (review), submitted to the approval of the top managers record can; The ability to C supplier evaluation, put forward by purchasing department C supplier evaluation list, by the quality, financial (when necessary and logistics) department sign, purchasing manager signed after the execution.
Third, selection, determine the qualified supplier. Purchasing the supplier of choice, sure, depends on the above all suppliers quality guarantee ability evaluation results, and internal customer satisfaction, the price, the prestige, and other factors. But the internal customers use material satisfaction is choice, determine when qualified suppliers focused on the factors considered. In the internal customer satisfaction and the supplier quality guarantee ability basic quite, should be appropriate more select several of the same material suppliers to contrast, and finally to adjust, determination of supplier (suppliers for optimization).
Fourth, strictly incoming material inspection control. One is without the material of inspection shall be based on purchasing contract, go with the peer "certificate", "material book" and so on the quality certificate confirm the material; For individual low-valued consumables and shall provide corresponding to the quality certificate ", "material book", must provide samples. For without the certificate ", "material book of material, should refuse to accept it, inventory. 2 it is to need to test material to fill in "the inspection record", after passing test and the Treasury. 3 it is to want to check the appearance of the material quality, including packaging for the damaged, defect, packaging for corrosion, leakage within, and check the name of commodity, grade, specifications, such as identification is clear. Four is the material acceptance after Treasury, trustee shall in time according to the material name, specification, type, production factory, the lead-time, the quantity, the number of qualified, check and accept, time and so on the incoming material inspection records "by reference. Five is only in the internal customers will be material for installation and use to the immanent quality of exposure to the problem, material to build quality GenZongKa hogwarts, keep and internal customer timely communication, master the first material, do find problems timely feedback, and notify the purchasing department handle in time.
Fifth, should do well the quality of material purchasing regular analysis. The quality of the material to purchase regular analysis, we can find the material quality suppliers supply in stability in whether have the law, but for the subsequent production and operation process quality control and later to the supplier of choice and adjusted to provide important information and even basis. Material purchasing quality of the analysis of the regular input (information collection), on the one hand, can collect incoming quality inspection results; On the other hand, by visiting the internal customers, internal customer satisfaction survey, understanding, can get to the material use.
2. Manufacturing process quality control. A manufacturing process, is a process of the internal customers (process), is a process of suppliers. This process is primarily from people, equipment, materials, methods, environment and measuring six factors to control them. The above has to "materials" the control of the general discussion, here no longer etc.
(1) manufacturing process of human control. To meet the requirements of the process on the people, and ensure the production and quality of work, the people of the main control should grasp the following: to managers, its individual educational background and experience, technology, ability and quality management knowledge, consciousness are to have certain requirements; To the operator, mainly in the operation skills, quality consciousness and so on aspect to have specific provision; Engaged in special type of and key process personnel must show certificates. At the same time, from the people's physical defects, the mental behavior, the errors of those activities and violate discipline, and other comprehensive consideration, forbid the thoughts.
(2) manufacturing process using maintenance of the equipment maintenance control. Equipment mainly in the maintenance and repair two aspects of the control.
Based on the next class is the customer, or duty officer is another day to work the concept of customer, or on duty before work equipment maintenance control should be "three see" and "six don't go." "Three see" is: ditch see bottom, shaft see oil, equipment see true colors. "Six don't walk" is: equipment doesn't wipe not to walk, or work, don't put tidy don't walk, tools don't count not to walk, correctly report does not fill to go, not not cut off power supply don't walk, the ground not clean don't walk.
For equipment maintenance, the current situation is: equipment repair and maintenance condition often only and a teacher or a few maintenance personnel closely related. For example: a man machine problem, can rely on master li repair and a b machine problem, can by a teacher repair, etc. If li or zhang is not, it is to a or b machine can't repair, if others maintenance, is to grope for quite a long time to repair. Therefore, based on "the next time the maintenance personnel is the customer", in the course of maintenance, professional maintenance personnel on one hand to do the repair work: in equipment maintenance before, to equipment failure mode, failure analysis of causes and judgement, according to equipment archives material (such as equipment manual, past maintenance records) make repair plan, and in personnel, material and time, maintenance procedures etc, and preparing for the arrangement of; In the implementation of the equipment maintenance process, should press maintenance planned results before (scheme) for equipment maintenance, equipment maintenance process
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