1. Quality management Lecture 04 International standards of quality

2. Quality inspection Quality control Quality standards goal relating to method results To separate refuse product Compare with specifications Prevent refuse to go to customer To prevent failure to happen again process PDCA Prevent refuse to produce again To prevent failure to happen at first System: Process Resources organization audits It develope the system and operation to fulfill customer needs TQM, ISO, TQC

3. American way I. – Malcolm Baldrige Award (MBNQA) Focuse on business results -25-40% –Financial performance –Customer satisfaction and retention –Product/service performance –Productivity –Supplier performance –Public citizenship Criteria are nonprescriptive and adaptable Alignment of goals and processes Goal based diagnosis (approach  deployment  results)

4. Categories of MBNQA 1. Leadership 2. Strategies 3. Customer focuse 4. Knowledge management 5. Workforce focuse 6.Process management 7. Results

5. The American Way II – Total Quality Management (TQM) Main principles: –Customer focuse –Process improvement –Organizatinal committment Supporting Principles –Leadership –Training and development –Supporting methods –Communications –Compensations –measure

6. European way I. – ISO 9000 Developed in 1987, implemented in 1994 ISO 9000:1994  quality assurance Critics –Cumbersome –Rigid –Careless about human resources –Careless about economical questions Updated in 2000

7. 5 clausules of ISO 9000 Management system Management committment Resource management Product realization Measurement analysis

8. European way II. – European Quality Award (EQA) Leadership People Strategy Partnershi p & resources People results Customer results Society results Process, product, services Key results Enablers Results Learning, creativity and innovation 150 points 100 points

9. EFQM video

10. Thank you for your attention!