03 global quality and international quality standards

7/25/2019 03 Global Quality and International Quality Standards

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2004 Prentice-Hall2004 Prentice-Hall

S. Thomas Foster, Jr.S. Thomas Foster, Jr.

Boise State UniversityBoise State University

PowerPointPowerPoint

reare! "yreare! "y#ave $a%ee#ave $a%ee

University o& 'ent(c)yUniversity o& 'ent(c)y

*e+in%ton omm(nity olle%e*e+in%ton omm(nity olle%e

Chapter 3Chapter 3

Global Quality and InternationalGlobal Quality and InternationalQuality StandardsQuality Standards


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Sli!e -2 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Chapter OverviewChapter Overview

$ana%in% (ality &or the $(ltinational Firm

(ality 1mrovement/ The merican 5ay

The $alcolm Bal!ri%e 6ational (ality war!

(ality 1mrovement/ The Jaanese 5ay

(ality 1mrovement/ The 3(roean 5ay

1S7 8000/2000

re (ality roaches 1n&l(ence! "y (lt(re9


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Sli!e -: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Managing Quality for the MNFManaging Quality for the MNFSlide 1 of Slide 1 of

$echanisms That Firms Use 1n ;lo"alioint vent(res or

artnerin%.

= ;lo"ali


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Managing Quality for the MNFManaging Quality for the MNFSlide ! of Slide ! of

;lo"al Factors That &&ect (ality-?elate! #ecisions

Physical

Environment

Social

Environment

Task

Environment

Quality

Management

Figure 3.3


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Sli!e -@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Managing Quality for the MNFManaging Quality for the MNFSlide 3 of Slide 3 of

3+ortin%

= nother means o& enterin% international mar)ets is to not

%lo"ali


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Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Managing Quality for the MNFManaging Quality for the MNFSlide of Slide of

3+ort (ality $o!el

Firm

Characteristics

Product

StrategyPerformance

Lo Price

Lo Price

!igh Quality

!igh Quality

Standardi"ation

Standardi"ation

Promotion

Promotion

E#$ort Success

E#$ort Success

Entre$reneurshi$

Entre$reneurshi$

E#$ort Planning

E#$ort Planning

Figure 3.%

l l ld i i l Q li


7/50Sli!e -C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Mal"ol# $aldrige National QualityMal"ol# $aldrige National Quality

%ward%wardSlide 1 of 11Slide 1 of 11

$alcolm Bal!ri%e 6ational (ality war!

= The awar! is oen to small Dless than @00 emloyeesE an!

lar%e &irms Dmore than @00 emloyeesE in the

man(&act(rin% an! service sectors.

= 1t is not oen to ("lic-sector an! not-&or-ro&it

or%ani


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'ey haracteristics o& the $B6

= The criteria &oc(s on "(siness res(lts. omanies m(st

show o(tstan!in% res(lts in a variety o& areas to win.

= The Bal!ri%e criteria are nonrescritive an! a!ative.ltho(%h the &oc(s on the Bal!ri%e is on res(lts, the means

&or o"tainin% these res(lts are not rescri"e!.

= The criteria s(ort comany-wi!e ali%nment o& %oals an!

rocesses.

= The criteria ermit %oal-"ase! !ia%nosis. The criteria an!

scorin% %(i!elines rovi!e assessment !imensions.


%ward%wardSlide ! of 11Slide ! of 11

l l ld i i l liM l l $ ld i N ti l Q lit


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Bal!ri%e war! Framewor)

%

&nformation and analysis

3Customer and

market focus

'Process

management

(

Leadershi$

)

*usiness

results

+Strategic

$lanning

,!- develo$.

management

/rgani"ational Profile0

Environment1 -elationshi$s and Challenges

Figure 3.,

l l ld i i l Q liM l l $ ld i N ti l Q lit




%ward%wardSlide of 11Slide of 11

M*2Q Categories

Category (

ard criteria forleadershi$. The e#tent to

hich to$ management is

involved in creating and

reinforcing goals1 values1

directions1 customerinvolvement and other

issues.

Category +

Focuses on ho thecom$any esta4lishes

strategic directions and

ho it sets it tactical

actions $lans to im$lement

the strategic $lans.Concerned ith methods1

measures1 de$loyment1

and evaluation.

M l l $ ld i N i l Q liM l l $ ld i N ti l Q lit




%ward%wardSlide & of 11Slide & of 11

M*2Q Categories

Category 3

ddresses the customerand market focus. The

$rocesses for listening to

and learning from

customers and markets

must 4e evaluated1im$roved1 and ke$t

current.

Category %

&nformation and analysisrelates to the firm5s

selection1 management1

and use of information to

su$$ort com$any

$rocesses and to im$rovefirm $erformance.

M l l $ ld i N ti l Q litM l l $ ld i N ti l Q lit




%ward%wardSlide ' of 11Slide ' of 11

M*2Q Categories

Category ,

6eals ith humanresources focus. The

orkforce is to 4e ena4led

to develo$ and use its full

$otential1 aligned ith

com$any o47ectives.

Category '

E#amines the key as$ectsof $rocess management.

This includes customer8

focus in design1 delivery

$rocess design for services

and $roducts1 su$$ort$rocesses1 and $rocesses

relating to $artners.



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%ward%wardSlide ( of 11Slide ( of 11

M*2Q Categories

Category )

6ocuments the results ofthe other si# categories

and re9uires a series of

ta4les and gra$hs that

demonstrate the

o$erational and 4usinessresults of the firm.





%ward%wardSlide ) of 11Slide ) of 11

The Bal!ri%e Process= The &irst ste is eli%i"ility !etermination.

= The comlete! alication is sent to the 6ational 1nstit(te o&

Stan!ar!s an! Technolo%y D61STE.

= The alication is reviewe! "y e+aminers an! then "y

>(!%es, who will !etermine whether the alication will "e

%iven a consens(s score "y the e+aminers.

= Firms that are %rante! Bal!ri%e site visits sometimes re&er to

themselves as BaldrigeQualified.

= The site visit consists o& a team o& 4 to e+aminers visitin%

a comany over a erio! not to e+cee! one wee).

= 7ne o& the most imortant o(tcomes is e+aminer &ee!"ac).



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%ward%wardSlide * of 11Slide * of 11

*aldrige Evaluation Process

-eceive a$$lications-eceive a$$lications

Stage (

&nde$endent revie

Stage (

&nde$endent revie

Select for

consensus revie:;udges

Select for

consensus revie:;udges

Stage +

Consensus revie

Stage +

Consensus revie

Select for site visit:

;udges

Select for site visit:

;udges

Stage 3

Site visit revie

Stage 3

Site visit revie

-evie and

recommend inners

;udges

-evie and

recommend inners

;udges

Feed4ack

re$ort to

a$$licant

Feed4ack

re$ort




%ward%wardSlide 1+ of 11Slide 1+ of 11

Fee!"ac) ?eort= Scorin% s(mmary is a synthesis o& the most imortant

stren%ths an! areas &or imrovement.

= 1n!ivi!(al scorin% ran%e rovi!es insi%ht concernin% the

relative areas o& stren%th an! areas &or imrovement.

= Scorin% !istri"(tion rovi!es the ercenta%e o& alicants

&or a artic(lar year scorin% in each o& the ei%ht scorin%

"an!s.

= 3+aminer comments %ive &ee!"ac) concernin% the

or%ani


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Bein% a Bal!ri%e 3+aminer= ointment to the "oar! o& Tr(stees &or the $B6

Boar! o& 3+aminers is a very resti%io(s !esi%nations.

= 3+aminers are (nai! vol(nteers, an! m(st "e willin% to

%ive ( aro+imately 0G o& their year to serve as an

e+aminer.

State war!s

= F(ll-Bal!ri%e aroach= Bal!ri%e-lite aroach

= $(ltilevel aroach


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Sli!e - 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Quality I#prove#ent, -he .apaneseQuality I#prove#ent, -he .apanese

/ay/ay

#emin% Pri


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0e#ing ri2e for Quality0e#ing ri2e for QualitySlide 1 of (Slide 1 of (

#emin% Pri


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0e#ing ri2e for Quality0e#ing ri2e for QualitySlide ! of (Slide ! of (

#emin% ate%ories= Policy

= 7r%ani


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0e#ing ri2e for Quality0e#ing ri2e for QualitySlide 3 of (Slide 3 of (

6eming Categories

Policy /rg. and /$erations

The first category of the

6eming Pri"e addresses

the areas of management

of 9uality $olicy1 9uality

formation1 $olicycorrectness and

consistency1 and related

to$ics.

The organi"ation and

o$erations $ortion of the

6eming a$$lication

re9uires the a$$licant to

document $rocesses forclarifying authority and

res$onsi4ility1 and

related to$ics.


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0e#ing ri2e for Quality0e#ing ri2e for QualitySlide of (Slide of (

6eming Categories

&nformation nalysis

The information that is

collected for this item

includes information that

is gathered on the outside

and inside.

The analysis category of

the 6eming Pri"e covers

the areas of selection of

$riority $ro4lems and

themes1 correct use ofanalytical methods1 and

use of statistical methods.


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Sli!e -2: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

0e#ing ri2e for Quality0e#ing ri2e for QualitySlide & of (Slide & of (

6eming Categories

Planning for the Future Education Training

To $lan ell for the

future1 firms must

understand their $resent

condition ell1 hich is

the documentationre9uired for this

category.

$$licants document

$lans and

accom$lishments relating

to education and

training.


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0e#ing ri2e for Quality0e#ing ri2e for QualitySlide ' of (Slide ' of (

6eming Categories

Quality ssurance Quality Effects

s discussed in Cha$ter (1

9uality assurance has to

do ith the design of

$roducts and the ne

$roduct develo$ment$rocess.

Quality effects relate to

the documentation of

4enefits1 outcomes1 and

results of 9uality

im$rovement.


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Sli!e -2@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

0e#ing ri2e for Quality0e#ing ri2e for QualitySlide ( of (Slide ( of (

6eming Categories

Standardi"ation Control

The systems of setting

standards1 monitoring

$erformance against the

standards1 and revision of

standards aredocumented.

The a$$licants descri4e

ho they are using SQC1

control $oints1 control

items1 statistical thinking1

and the current state ofcontrol in the com$any.

Other .apanese Contributions to


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Other .apanese Contributions toQualitySlide 1 of (Slide 1 of (

*ean Pro!(ction

Jaanese Total (ality ontrol DTE

isi"ility

1n-Process 1nsection 6 I 2 TechniA(e

Total 1nvolvement o& the 5or)&orce

The Five Ss

Other .apanese Contributions toOther .apanese Contributions to


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Sli!e -2C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide ! of (

*ean Pro!(ction

= Two views emer%e in the literat(re that ertain to *ean

Da.).a. >(st-in-time DJ1TE man(&act(rin%E.

= The &irst view o& *ean is a hilosohical view o& wastere!(ction. This view asserts that anythin% in the rocess

that !oes not a!! val(e &or the c(stomer sho(l! "e

eliminate!.

=The secon! view o& *ean is a systems view statin% the J1Tis a %ro( o& techniA(es or systems &oc(se! on otimi


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Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide 3 of (Slide 3 of (

Jaanese Total (ality ontrol

= J(st as the Jaanese *ean aroach reA(ires attention to

!etail in every asect o& the rocess, so !oes the T

aroach.

= This attention to !etail r(ns !ee in the Jaanese c(lt(re.



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Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlideSlide of ( of (

isi"ility

= Pro"lems m(st "e ma!e visi"le "e&ore they can "e

a!!resse!.

= n!on or warnin% li%hts= *ine-sto a(thority

1n-Process 1nsection

= ll wor) is insecte! at each sta%e o& the rocess.

= 5or)ers insect their own wor).



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Sli!e -:0 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide & of (Slide & of (

6 I 2 TechniA(e

= The 6 I 2 techniA(e is an alternative to accetance samlin%.

= Us(ally, an accetance samlin% lan involves r(les s(ch as/

1& 2 or &ewer !e&ects, accet the lot. 1& more than 2 !e&ects, re>ect the lot.

Total 1nvolvement o& 5or)&orce

= Hori


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Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide ' of (Slide ' of (

The Five Ss. The &ive Ss are a seA(ential rocess thatcomanies &ollow to literally Kclean ( their acts.L TheSs are/= Seri/ or%ani


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Other .apanese Contributions toOther .apanese Contributions toQualityQualitySlide ( of (Slide ( of (

(ality ircles

= re nat(ral wor) teams ma!e ( o& wor)ers that are

emowere! to imrove rocesses they (se.

Preventive $aintenance DP$E= The i!ea "ehin! this concet is that the worst con!ition a

machine sho(l! ever "y is on the !ay yo( (rchase it.

Q lit I t -h Q lit I t -h


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Sli!e -:: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

Quality I#prove#ent, -he uropeanQuality I#prove#ent, -he uropean

/ay/ay

1S7 8000/2000

= 1s the 3(roean stan!ar! &or A(ality that has "een e+an!e!

worl!wi!e.

3(roean (ality war! D3E= The hi%hest level is the 3 &or the most accomlishe!

alicant in a %iven year.

= The secon! level %iven is the 3(roean (ality Pri


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Sli!e -:@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

ISO *+++,!+++ISO *+++,!+++Slide 1 of 11Slide 1 of 11

5orl!wi!e 1mact= 7n a worl!wi!e "asis, 1S7 8000/2000 has ha! a m(ch more

si%ni&icant imact than any o& the A(ality awar!s in terms o&

the n(m"er o& comanies that have imlemente! the

aroach..

Foc(s o& 1S7 8000/2000

= The &oc(s o& 1S7 8000/2000 is &or comanies to !oc(ment

their A(ality systems in a series o& man(als to &acilitate tra!e

thro(%h s(lier con&ormance.

1S7

= 7r%ani


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ISO *+++,!+++ISO *+++,!+++Slide ! of 11Slide ! of 11

Three Stan!ar!s. 1S7 8000/2000 - (ality mana%ement systems -

F(n!amentals an! voca"(lary.

2. 1S7 800/2000 - (ality mana%ement systems -

?eA(irements.

- These are (se! &or internal imlementation, contract(al

(roses, or &or thir!-arty re%istrations.

:. 1S7 8004/2000 - (ality mana%ement - ;(i!elines &or

Per&ormance 1mrovement

- These incl(!e contin(al imrovement an! enhancin%

overall er&ormance.


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Sli!e -:C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition


1S7 800/2000 consists o& @ cla(ses.= la(se 4/ (ality $ana%ement System

= la(se @/ $ana%ement System

= la(se / ?eso(rce $ana%ement

= la(se C/ Pro!(ct ?eali


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ISO *+++,!+++ISO *+++,!+++Slide of 11Slide of 11

1S7 800/2000 la(se 4= (ality $ana%ement System

= 1ncl(!es !eveloment, !esi%n, imlementation, an!

maintenance o& A(ality mana%ement !oc(ments.

1S7 800/2000 la(se @

= $ana%ement System

= 7(tlines mana%ements resonsi"ility in !eveloin% an!

maintainin% a A(ality mana%ement system.

SO *+++ !+++


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ISO *+++,!+++ISO *+++,!+++Slide & of 11Slide & of 11

1S7 800/2000 la(se = ?eso(rce $ana%ement

= This incl(!es rovi!in% nee!e! reso(rces, ersonnel,

&acilities, an! the environment necessary to %et the wor) !one.

1S7 800/2000 la(se C

= Pro!(ct ?eali


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ISO *+++,!+++ISO *+++,!+++Slide & of 11Slide & of 11

1S7 800/2000 la(se = $eas(rement, nalysis an! 1mrovement

= This has to !o with analy


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ISO *+++,!+++ISO *+++,!+++Slide ' of 11Slide ' of 11

Un!erlyin% (ality $ana%ement Princiles= (stomer Foc(s

= *ea!ershi

= 1nvolvement o& Peole

= The Process roach

= Systems roach to $ana%ement

= ontin(al 1mrovement

= Fact(al roach to #ecision $a)in%= $(t(ally Bene&icial S(lier ?elationshi

ISO *+++ !+++ISO *+++ !+++


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ISO *+++,!+++ISO *+++,!+++Slide ( of 11Slide ( of 11

1S7 8000/2000 ?e%istration Process= Ste / 1nA(iry

= Ste 2/ ontract with re%istrar

= Ste :/ Phase a(!it

= Ste 4/ erti&ication a(!it

= Ste @/ Process a(!its DotionalE

= Ste / Final certi&ication a(!it

= Ste C/ ?ollin% certi&ication Ds(rveillanceE a(!its

ISO *+++ !+++ISO *+++ !+++


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Sli!e -4: 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

ISO *+++,!+++ISO *+++,!+++Slide ) of 11Slide ) of 11

Ste$ (0 &n9uiry

lient contacts re%istrarsto investi%ate the terms

&or re%istration an!

ma)es a selection.

Ste$ +0 Contract ith

registrar

?e%istration stes are!etermine! an! a rice

is ne%otiate!. re-

assessment or %a

analysis may "e !one.

1S7 8000/2000 ?e%istration Process

ISO *+++ !+++ISO *+++,!+++


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ISO *+++,!+++ISO *+++,!+++Slide * of 11Slide * of 11

Ste$ 30 Phase ( audit

?e%istrar er&orms anonsite a(!it o& the

!oc(mente! A(ality

system a%ainst the

alica"le stan!ar!.

Ste$ %0 Certification

audit

3very element o& the 1S78000 stan!ar! is a(!ite!

several times !(rin% the

re%istration rocess.

#(rin% each :-year

erio!, 00G o& the

or%ani


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Sli!e -4@ 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

ISO *+++,!+++ISO *+++,!+++Slide 1+ of 11Slide 1+ of 11

Ste$ ,0 Process audits

=o$tional>

The client may choose"(siness rocesses &or

a(!itin% to the

alica"le stan!ar!,

allowin% the client to

learn an! e+erience the

re%istrars a(!itin%

metho!s.

Ste$ '0 Final certification

audit

7nce the clients!oc(mente! A(ality

system has met the

alica"le stan!ar!, the

re%istrar will con!(ct an

a(!it to !etermine the

systems e&&ective

imlementation.


ISO *+++ !+++ISO *+++,!+++


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Ste$ )0 -olling

certification audits

The re%istrar ret(rns oneither month or

ann(al cycle.

Sometimes re&erre! to

as s(rveillance a(!its.



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Sli!e -4C 2004 Prentice-Hall$ana%in% (ality/ n 1nte%rative roach 2n! 3!ition

ISO 1+++ISO 1+++

1S7 4000= series o& stan!ar!s that rovi!e %(i!elines an! a

comliance stan!ar! &or environmental comliance.

1S7 400

= The comliance stan!ar! &or 1S7 4000, 3nvironmental

$ana%ement Systems.

= Uses the same "asic aroach as 1S7 8000/2000 with

!oc(mentation control, mana%ement system a(!itin%,

oerational control, control o& recor!s, mana%ement olicies,

a(!its, trainin%, statistical techniA(es, an! corrective an!

reventive action.

%re Quality %pproa"hes In4uen"ed%re Quality %pproa"hes In4uen"ed


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%re Quality %pproa"hes In4uen"ed%re Quality %pproa"hes In4uen"ed

$y Culture5$y Culture5

Quality $$roaches are

&nfluence 4y Culture

The ?S a$$roach

has historically 4een

command8and8

control oriented.

The ;a$anese

a$$roach is 4ased on

an ethic of

consistency and

em$hasis on

reduction of aste.

The Euro$eans have

ado$ted 4road

standards that can 4e

ada$ted to the diverse

nation states of the EC.


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Su##arySu##ary

$ana%in% (ality &or the $(ltinational Firm

(ality 1mrovement/ The merican 5ay

The $alcolm Bal!ri%e 6ational (ality war!

(ality 1mrovement/ The Jaanese 5ay (ality 1mrovement/ The 3(roean 5ay

1S7 8000/2000

re (ality roaches 1n&l(ence! "y (lt(re9


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6MM$6

Start rea!in% yo(r e-"oo)sM

Start s(mmari

03 global quality and international quality standards

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