TOTAL QUALITY MANAGEMENT

Ebat: px

Şu sayfadan göstermeyi başlat:

Download "TOTAL QUALITY MANAGEMENT"

Levent Arıca
5 yıl önce
İzleme sayısı:

aspects of quality management and contains some of ISO s best known standards.

1 TOTAL QUALITY MANAGEMENT Quality Management Systems, Standards and Excellence Awards Dr. Fulya YÜKSEL ISO 9000: The International Standard for QualityManagement Systems The ISO 9000 family addresses various aspects of quality management and contains some of ISO s best known standards. The standards provide guidance and tools for companies and organizations who want to ensure that their products and services consistently meet customer s requirements, and that quality is consistently improved. 1

ISO 9000 Quality Management Principles ISO 9000 deals with the fundamentals of quality management systems and has seven mail principles: 1. Customer focus 2. Leadership 3. Engagement of people 4.

2 ISO 9000 Quality Management Principles ISO 9000 deals with the fundamentals of quality management systems and has seven mail principles: 1. Customer focus 2. Leadership 3. Engagement of people 4. Process approach 5. Improvement 6. Evidence-based decision making 7. Relationship management ISO 9001:2015 ISO 9001:2015 sets out the criteria for a quality management system and is the only standard in the family that can be certified to (although this is not a requirement). It can be used by any organization, large or small, regardless of its field of activity. In fact, there are over one million companies and organizations in over 170 countries certified to ISO This standard is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. Using ISO 9001:2015 helps ensure that customers get consistent, good quality products and services, which in turn brings many business benefits. 2

3 Sector-Specific Applications of ISO 9001 ISO has a range of standards for quality management systems that are based on ISO 9001 and adapted to specific sectors and industries. These include: ISO/TS Petroleum, petrochemical and natural gas industries ISO Medical devices ISO/IEC Software engineering ISO Electoral organizations at all levels of government ISO Local government Quality Certifications in Turkey In Turkey, Turkish Standards Institution is responsible for the certification process of Quality Management Systems and the audit process is based on the principles of ISO

Quality Award Models The organizations, which are interested in improving their work by

purposes: 1. as the basis for winning awards 2.

as a descriptive what-needs-to-be-in-place model.

Some of them are international and some of them are national awarding models.

4 Quality Award Models The organizations, which are interested in improving their work by using total quality management processes, use quality award frameworks mainly for three purposes: 1. as the basis for winning awards 2. as the basis for a form of self-assessment 3. as a descriptive what-needs-to-be-in-place model. Quality Award Models There are several quality award models that are used in the world. Some of them are international and some of them are national awarding models. The most famous models of all are as the following: qdeming Prize qmalcolm Baldrige National Quality Award qefqm Excellence Award In Turkey, we use KalDer National Quality Awards Model which is based on EFQM Excellence Award. 4

Deming Prize The categories of Deming Prize were established in 1950 in Japan, when the Union of Japanese Scientists and Engineers (JUSE) instituted the prize(s) for

Deming Prize Guidelines According to Deming Prize Guidelines, TQM is defined as: A set of systematic activities carried out by the entire organization to effectively and

As the Deming Award guidelines say, there is no easy success at this time of constant change and no organization can expect to build excellent quality management systems just by

5 Deming Prize The categories of Deming Prize were established in 1950 in Japan, when the Union of Japanese Scientists and Engineers (JUSE) instituted the prize(s) for contributions to quality and dependability of products. Deming Prize Guidelines According to Deming Prize Guidelines, TQM is defined as: A set of systematic activities carried out by the entire organization to effectively and efficiently achieve the organization s objectives so as to provide products and services with a level of quality that satisfies customers, at the appropriate time and price. As the Deming Award guidelines say, there is no easy success at this time of constant change and no organization can expect to build excellent quality management systems just by solving problems given by others: They need to think on their own, set lofty goals and drive themselves to challenge for achieving those goals. For these organizations that introduce and implement TQM in this manner, the Deming Prize aims to be used as a tool for improving and transforming their business management. 5

Malcolm Baldrige National Quality Award (MBNQA) MBNQA framework was developed in USA in late 1980s and became one of the most widely used frameworks.

6 Malcolm Baldrige National Quality Award (MBNQA) MBNQA framework was developed in USA in late 1980s and became one of the most widely used frameworks. The award is presented annually to the winning company in the USA that have excelled in quality management and quality achievement. Malcolm Baldrige National Quality Award (MBNQA) The Baldrige Performance Excellence Program, as it is now known, aims to: help improve organizational performance practices, capabilities and results facilitate communication and sharing of best practices information serve as a working tool for understanding and managing performance and for guiding, planning and opportunities for learning. 6

Baldrige Criteria for Performance Excellence Framework The main driver is the senior executive leadership which creates the values, goals and systems, and guides the sustained pursuit of quality and

Measures of progress provide a results-oriented basis for channelling actions to deliver everimproving customer values and organization performance.

7 Baldrige Criteria for Performance Excellence Framework The main driver is the senior executive leadership which creates the values, goals and systems, and guides the sustained pursuit of quality and performance objectives. The system includes a set of well-defined and designed processes for meeting the organization s direction and performance requirements. Measures of progress provide a results-oriented basis for channelling actions to deliver everimproving customer values and organization performance. The overall goal is the delivery of customer satisfaction and market success leading, in turn, to excellent business results. The seven criteria categories are further divided into items and areas to address. EFQM Excellence Model European Quality Award was introduced by the European Foundation for Quality Management (EFQM) in early 1990s. This framework was the first one to really represent the whole business model. 7

Philosophy of EFQM Excellence Model According to this model, processes are the means by which an organization harnesses and releases the talents of its people to produce results/performance.

The figure displays graphically the nonprescriptive principles of the full Excellence Model.

8 Philosophy of EFQM Excellence Model According to this model, processes are the means by which an organization harnesses and releases the talents of its people to produce results/performance. Moreover, improvement in performance can be achieved only by improving the processes by involving the people. The figure displays graphically the nonprescriptive principles of the full Excellence Model. Essentially customer results, people (employee) results and favourable society results are achieved through leadership driving strategy, people, partnerships & resources and processes, products & systems, which lead ultimately to excellence in key results the enablers deliver the results which in turn drive learning, creativity & innovation. EFQM Excellence Model 8

9 EFQM Excellence Model The EFQM publications on the Excellence Model capture much of this learning and provide a framework which organizations can use to follow ten steps: 1. set direction through leadership 2. establish the results they want to achieve 3. establish and drive the strategy 4. set up and manage appropriately their approach to processes, people, partnerships and resources 5. deploy the approaches to ensure achievement of the strategies and thereby the results 6. assess the business performance, in terms of customers, their own people and society results 7. assess the achievements of key performance results 8. review performance for strengths and areas for improvement 9. innovate to deliver performance improvements 10. learn more about the effects of the enablers on the results. Kalder Excellence Award Her yıl Türkiye nin en iyi performans gösteren, kâr amaçlı ya da kâr amacı olmayan, her ölçekte ve her sektördeki kurum/kuruluşlarını yarıştıran Türk iş dünyasının en prestijli ödülleri arasında gösterilen, Türkiye Mükemmellik Ödülleri (TMÖ), Avrupa ülkeleri arasında, katılımcı sayısı ve içerik açısından en görkemli ve kapsamlı kongrelerinden biri olan Kalite Kongresinde sahiplerini buluyor. Türkiye Mükemmellik Ödülleri Hakkında; Ödül EFQM Mükemmellik Modeli esas alınarak verilir. Ödülün değerlendirme süreci bağımsız ve bu alanda özel eğitim almış, deneyim sahibi, sayıları 5 ile 9 kişi arasında değişebilen değerlendiricinin görev aldığı bir ekip tarafından yürütülür. Bu ekip ödüle başvuran kurum/kuruluşlara 3 5 günlük bir saha ziyareti (**) gerçekleştirir. Kurum/kuruluşların saha değerlendirmesi sonrası elde edilen verilere göre bağımsız ödül jürisi değerlendirmesini yapar. Gösterilen başarı ve model çerçevesinde olgunluğunu gösteren puana göre ödüle layık kurum/kuruluşlar belirlenerek, ödüllendirilir. Türkiye Mükemmellik Ödülü Verilen EEQM Mükemmellik Modeli Temel Kavramları Müşteriler İçin Değer Vizyoner, Esin Veren ve Bütünsel Liderlik Katma Sürdürülebilir Bir Gelecek Çeviklikle Yönetme Yaratma Kurumsal Yetenekleri Çalışanların Yetenekleri ile Başarma Geliştirme Yaratıcılık ve Yenileşimden Mükemmel Sonuçları Sürdürme Yararlanma 9

Benzer belgeler

Takım Çalışması ve Liderlik Kuralları

Vision and Values Takım Çalışması ve Liderlik Kuralları Code of Teamwork and Leadership 1 Takım Çalışması ve Liderlik Kuralları Vizyon ve değerlerimiz, Henkel çatısı altındaki davranışlarımızın ve hareketlerimizin