第3章 全球质量标准(9讲)

1第3章全球质量和国际质量标准GLOBALQUALITYANDINTERNATIONALQUALITYAWARDS2马尔科姆·鲍德里奇国家质量奖MalcolmBaldrigeNationalAward,MBNQAMalcolmBaldrige美国经贸部长（UnitedStatesSecretaryofCommerce）(1981-1987里根）美国总统奖，总统颁发目的：促进质量领悟认可美国公司的质量成就公开成功的质量战略3管理组织TheFoundationfortheMalcolmBaldrigeNationalQualityAward项目：BaldrigePerformanceExcellenceProgram,TheNationalInstituteofStandardsandTechnology(NIST)－anagencyoftheU.S.DepartmentofCommerceTheAmericanSocietyforQuality(ASQ)TheBoardofOverseersMembersoftheBoardofExaminers—consistingofleadingexpertsfromU.S.businessesandeducation,healthcare,andnonprofitorganizations—volunteertheirtimetoevaluateawardapplicationsandpreparefeedbackreportsforapplicantorganizations.theAllianceforPerformanceExcellenceAwardrecipients－shareinformationontheirsuccessfulperformanceandqualitystrategieswithotherU.S.organizations.4管理组织5=CJFD2007&filename=KXXG2007100326学术文章=CJFD2007&filename=KXXG20071003273.4构架BaldrigeAwardFramework4Informationandanalysis3Customerandmarketfocus6Processmanagement1Leadership7Businessresults2Strategicplanning5HRdevelop.&managementOrganizationalProfile:Environment,RelationshipsandChallenges8sevenareas（1000分）1.leadership;2.strategicplanning;3.customerfocus;4.measurement,analysisandknowledgemanagement;5.workforcefocus;6.processmanagement;7.results－2010_MEDRAD_Award_Application_Summary－2010_MEDRAD_Award_Application_Summary11CaseStudy－2010_MEDRAD_Award_Application_Summary12CaseStudy－2010_MEDRAD_Award_Application_Summary13CaseStudy－2010_MEDRAD_Award_Application_Summary14CaseStudy－2010_MEDRAD_Award_Application_Summary15CaseStudy－2010_MEDRAD_Award_Application_Summary161718192021222324253.4TheMalcolmBaldrigeNationalQualityAwards最有效的自我评价机制之一适用范围关键特征重成果仅战略指令目标与过程的整合方法→部署→成果263.4七大类别Category1Awardcriteriaforleadership.Theextenttowhichtopmanagementisinvolvedincreatingandreinforcinggoals,values,directions,customerinvolvementandotherissues.Category2Focusesonhowthecompanyestablishesstrategicdirectionsandhowitsetsittacticalactionsplanstoimplementthestrategicplans.Concernedwithmethods,measures,deployment,andevaluation.273.4七大类别Category3Addressesthecustomerandmarketfocus.Theprocessesforlisteningtoandlearningfromcustomersandmarketsmustbeevaluated,improved,andkeptcurrent.Category4Informationandanalysisrelatestothefirm’sselection,management,anduseofinformationtosupportcompanyprocessesandtoimprovefirmperformance.283.4七大类别Category5Dealswithhumanresourcesfocus.Theworkforceistobeenabledtodevelopanduseitsfullpotential,alignedwithcompanyobjectives.Category6Examinesthekeyaspectsofprocessmanagement.Thisincludescustomer-focusindesign,deliveryprocessdesignforservicesandproducts,supportprocesses,andprocessesrelatingtopartners.293.4七大类别Category7Documentstheresultsoftheothersixcategoriesandrequiresaseriesoftablesandgraphsthatdemonstratetheoperationalandbusinessresultsofthefirm.303.4记分卡和权重组织领导＋公众责任和公民义务1.1/280/40战略形成+战略展开2.1/240/45顾客与市场认知3.140客户关系与满意度3.245组织绩效的测量与分析+信息管理4.1/250/40工作系统+员工教育、培训和发展5.1/235/25员工福利与满意度5.325产品与服务过程6.145经营过程+支持过程6.2/325/15以顾客为中心的成果7.1125财务与市场成果7.2125人力资源成果7.380组织有效性成果7.4120313.5质量改进－－日本模式戴明：10项日本的其它质量思想1.JIT：减少浪费＋系统7大浪费：（过量生产、等待、运输、过程、库存、动作、次品）2.全面质量控制（14点＋其它）3.可见性4.过程检验5.N2技术6.全员参与7.5S（整理、整顿、清扫、清洁、素养）8.QC小组9.预防性维护（设备）323.55STheFiveS’s.ThefiveSsareasequentialprocessthatcompaniesfollowtoliterally“cleanuptheiracts.”TheSsare:Seri:organizingbygettingridoftheunnecessary.Seiton:neatnessthatisachievedbystraighteningofficesandworkareas.Seiso:cleaningplantandequipmenttoeliminatedirtinessthatcanhideorobscureproblems.Seiketsu:standardizinglocationsfortools,files,equipment,andallothermaterials.Shetsuke:disciplineinmaintainthepriorfourSs.333.6质量改进－－欧洲模式欧洲质量奖（欧洲质量奖模式）ISO9000：2000343.6欧洲质量奖模式EuropeanQualityAwardModel领导力人员管理过程经营成果政策战略资源员工满意顾客满意社会影响EnablersResults353.7ISO9000：2000概念：ISO,Organizationforinternationalstandards特点：质量体系文档化8个基本原则：6项要求：1.文件控制程序、2.质量记录控制程序、3.不合格品控制程序、4.内部质量审核程序、5.纠正措施程序（CAR，8D）6.预防措施程序。3个标准：1.ISO9000：2000概念和术语2.ISO9001：2000要求3.ISO9004：2000业绩改进指南363.7CAR和8DCAR：correctiveactionrequestD1：小组成立D2：问题说明D3：实施并验证临时措施D4：确定并验证根本原因D5：选择和验证永久纠正措施D6：实施永久纠正措施D7：预防再发生D8：小组祝贺://wenku.baidu.com/search?word=site%3Awenku.baidu.com+%2B8D_CAR_example&lm=0&od=037第3章作业1.讨论题17－－－按组2.案例3－2P106－－－－按组下次课交和解答