SGC: Introducción 1

Introduction toIntroduction toQuality management Quality management

systemssystems

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INTRODUCTION TO QUALITY MANAGEMENT SYSTEMS

CUSTOMERS DEMAND PRODUCTSTHAT MEET

NEEDS AND EXPECTATIONS

CUSTOMER REQUIREMENTS

CONTINUAL IMPROVEMENTIN PRODUCTS

AND PROCESSES

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THE QMS ALLOWS TO

Analyse customers’ requirements.

Consistently meet customer’s requirements and expectations

Keep processes under control.

Solve quality problems.

THE PDCA CYCLE

PLAN

DO

CHECK

ACT

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BENEFITS

• Better business planning;

• Greater quality awareness throughout the organisation;

• Better communication between processes and staff;

• Harmonised procedures and working instructions; lower dependency on personal knowledge;

• Integration of different requirements, more efficient, more effective

• High level of customer satisfaction.

• Less claims.

Better control over activitiesthroughout the organisation at

all levels

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8 QUALITY MANAGEMENT PRINCIPLES

Continualimprovement

System approachto management

Factual approach to

Decision making

Mutually beneficialsupplier

relationships

Customerfocus

Involvementof people

Processapproach

Leadership

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WORKSHOP Customer focus

Question:

Who are your customers

Write down 1 customer/paper

Large with marker

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WORKSHOP Customer focus

Devide up in groups internal external

What are the requirements of your customer

Write customer + customer requirements on flap over with marker for presentation

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GENERAL REQUIREMENTS

QUALITY MANAGEMENT SYSTEM

QP

QualityObjectives/Targets

Required Procedures

Documents required by the organisation

Records required