流程导向ISOTS 169492009培训.ppt

流程导向 ISO/TS 16949:2009 ? 提升流程导向的采用 ????? 发展,实施及改善品质管理系统有效性 ????? 藉由符合客户要求以强化客户满意 有效运作基于: ????? 鉴别与管理数个相关联的活动 ????? 阐述品质管理系统内流程之交互作用 ????? 确保在当作要求之输入时,客户是重要的角色 规划, 执行, 查核, 行动PDCA 应运用在所有流程 QUALITY MANAGEMENT PROCESS MODEL Basic Process Model 流程分析方法龟形图 Process TS16949:2009所指出基本流程 Customer Oriented Processes 客戶导向流程 Support Processes 支持流程 Management Processes 管理流程 Customer Oriented Processes客戶导向流程 市场调查 生产制造 投标 交付 业务行销 付款 设计开发 保证/服务 验证/确认 售后/客户反馈 其它 ? Support Processes支持流程 Document control Control of records Customer satisfaction Internal audit Purchasing Training Etc. Management Processes管理流程 Management commitment Customer focus Quality policy Etc其他 过程方法运用 报价流程 Input: Output: With who: With what: How: What result: 过程方法运用 Input: Customer requirement, Regulation, Business plan,, Previous experience, Customer Re Output: Quotation report With what: BOM, Spec, FMEA, Material price list… How: SOP, Risk analysis method, cost analysis WI… With who: management, Purchasing, Engineering, QA, Financial, Customer… What result: Response cycle, error rate, Conversion rate with good profit, Quotation case… 过程量度指标举例 Sales: Quotation turn over, quotation case, sales volume, Profit, customer satisfaction rating, service response time. Customer complaint: Response time, reject rate, repeated problem case. Production: Production efficiency, poor quality cost, Kaizen cases, OJT achievement, CPK/PPK. 过程量度指标举例 Quality Assurance: Customer complaint cases, poor quality cost, defect rate, lead time for problem solving, operation cost. Training: Training accomplishment, pass rate for evaluation, Human error cases in defect. Employee motivation: Quit rate, absenteeism, Quality objective achievement in each section, employee satisfaction survey, kaizen cases,5S rating. 过程量度指标举例 Purchasing: Supplier quality/delivery performance, cost down, development achievement,premium freight RD: Cost, lead time, critic