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Quality Models

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Title: Quality Models


1
Quality Models
  • Presented by Dr. Joan Burtner
  • Certified Quality Engineer
  • Associate Professor of
  • Industrial Engineering and Industrial Management
  • Mercer University

2
Overview of Quality Models
  • The Big Three
  • Baldrige National Quality Program
  • Deming Prize
  • ISO 9000 Series
  • Other Models
  • Joint Commission on Accreditation of Healthcare
    Organizations
  • Software Engineering Institute - CMMI

3
Baldrige National Quality Program (BNQP)
  • Established in 1987 by US government
  • Formerly known as the Malcolm Baldrige National
    Quality Award (MBNQA)
  • Originally designed to recognize US companies for
    business excellence
  • Later expanded to include education and
    healthcare

4
Purpose of the BNQP (page 296)
  • Stated goals
  • Help improve organizations performance
    practices, capabilities, and results
  • Facilitate communication and sharing of
    best-practices information among U.S.
    organizations of all types
  • Serve as a tool for organizations understanding
    and managing performance, as well as for guiding
    organizational planning and opportunities for
    learning
  • Not prescriptive
  • Not a guarantee of success

5
BNQP Criteria (page 294)
  • Leadership
  • Strategic planning
  • Customer and market focus
  • Measurement, analysis and knowledge management
  • Human resource focus
  • Process management
  • Business results

6
Non-U.S. Award Programs
  • Deming Prize
  • Established by the Japanese government in 1951 to
    encourage pursuit of quality improvement
  • Named after Deming to recognize his contribution
    to the Japanese economic recovery
  • Recipients not restricted to Japanese companies
  • Shingo Prize for Excellence in Manufacturing
  • Established in 1988
  • Designed to promote lean manufacturing concepts
  • European Quality Award
  • Established in 1991

7
Introduction to ISO 9000
  • Model for a documented quality management system
  • Series of standards established by the
    International Organization for Standardization
    (ISO)
  • Based on the belief that a well-designed and
    carefully managed quality management system can
    provide confidence that the product or service
    produced by the quality management system will
    meet customer expectations and requirements page
    297

8
ISO 9000 Principles
  • Meet customer requirements /exceed customer
    expectations
  • Leadership develops and sustains an environment
    that encourages employee involvement
  • Workforce enabled for benefit of themselves and
    the organization
  • Inputs, resources, outputs managed as a process
  • Systems approach to managing the organization
  • Goal of continual improvement
  • Emphasis on fact-based decisions
  • Mutually beneficial supplier relationships

9
ISO Related Standards - 1
  • ANSI/ISO/ASQ Q190115-2004 Guidelines for Quality
    and/or Environmental Management Systems Auditing
  • QS-9000 automotive industry standards developed
    by GM, Ford, and Chrysler
  • ISO/TS 16949 - an international standard for the
    automotive industry
  • IWA-1200 Quality Management System Guidelines
    for Process Improvements in Health Service
    Organizations

10
ISO Related Standards - 2
  • ANSI/ISO/ASQ Q10015-2001 Quality
    Management--Guidelines for Training
  • SAE AS91002001 The International Aerospace
    Quality System Standard
  • TL 9000 - a standard for the global
    telecommunications industry
  • ISO 134852003 Medical Devices Quality
    Management System

11
Other Models
  • Software Engineering Institute (SEI)
  • CMM Capability Maturity Model
  • CMMI
  • See articles on course website
  • Joint Commission on Accreditation of Healthcare
    Organizations (JCAHO)

12
Contact Information
  • Email Burtner_J_at_Mercer.edu
  • US Mail
  • Mercer University School of Engineering
  • 1400 Coleman Avenue
  • Macon, GA
  • Phone (478) 301- 4127
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