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Benchmark your quality practices with top 20 outstanding practices by CEOs who are leading their organizations towards the best in quality.
1. Quality vision
There is a written quality vision that is the basis for strategic planning and decisions throughout the organization.
There is a clear written strategy for quality. The strategy is based on solid, scientific information about our customers needs/satisfaction.
3. Quality goals
The total organization has long-term quality goals based on reliable data about current quality performance and customer needs/satisfaction.
Note: Quality goals are specific, measurable and related to the quality of the goods and services provided by the organization. Some people prefer the term objectives for this concept.
4. Deployed Goals
All components have quality goals set through negotiation and data analysis. Meeting these will result in the organization reaching its goals.
Note: Goals must be divided into smaller objectives, and specific individuals must be assigned the responsibility and the resources to meet every objective.
Progress against quality goals is routinely measured. Results reviewed regularly at all levels of management. Corrective action is prompt.
6. Quality meetings
The managers meet as a group on a regular basis at least monthly - to review the status of quality and take action.
7. Set priorities
Selection of quality projects is based on data on customer evaluation of performance, deficiencies in goods, costs of poor quality and quality culture.
8. Cross-functional teams
There are many formal cross-functional teams solving quality problems and planning the quality of new or replacement goods.
9. Provide resources
All teams are supported adequately with all the above resources.
Top management receives monthly short status reports, has at least three progress reviews of a project, offers constructive reviews.
There is data in the organization that fulfills the following: Identification of customers Customer needs expressed in terms of benefits sought The relative importance of each need Customer evaluation of your quality Customer evaluation of the competitions quality Measures of the performance of the competitions goods and services Note:
Data on these items are adequate if they are prepared using appropriate statistical methods and scientific samples that include both current customers and potential customers. They must have prepared recently enough to reflect current conditions
Costs of poor quality are all the costs that would disappear if all work were performed perfectly every time.
There is current, systematic and reliable information specifically collected to assess the internal quality culture.
Upper managers periodically conduct such comprehensive audit; at least annually for critical activities and biannually for all.
The top management anticipates that their subordinates will usually make sound decisions. They concentrate on providing overall goals, methods and resources.
16. Consistency
Other activities are not allowed to interfere with a assigned or scheduled quality responsibilities.
Note: Consistency in quality means not allowing the ordinary rush of business or even extraordinary events to slow or suspend the process.
There is a proper training which prepares participants to work as team members using various tools within different quality processes. There is also a system of follow up with specific use of these tools on the job as well.
Ample and frequent recognition is provided for achievements in quality. The recognition is of the kind that is valued by our people.
The processes for merit rating, compensation and promotion incorporate performance with respect to quality as a major factor.