[经济学]QMS2000.pptVIP

6/16/2001 客戶導向 Customer focus 組織依賴於其客戶,因此組織應當理解客戶當前的和未來的需求,滿足客戶要求並爭取超越客戶期望 Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations. 領導作用 Leadership 領導者將本組織的宗旨和方向統一起來,並創造使員工能夠充分參與實現組織目標的內部環境. Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives. ˙確認的流程 ˙順序與彼此關係 ˙操作與控制標準 ˙充分之資源與資訊 ˙流程量測 流程管理 基本流程元件 Basic Process Elements Input Task 1 Task 2 Task 3 Output 業務目標 業務核心流程 服務/產品實現流程 訂單 產品 支援流程 組織的流程 基本活動箱 控制事項 輸入 活動內容 輸出 權責部門/者 Floggitall plc – Top level business process Strategic Product Planning Research Development Market Research Product Planning Production System design And development Product design And development Production Sales Delivery After Sales Servicing Material Resource planning Personnel Training Finance Marketing Procurement Facilities Management Quality, safety, environmental services *Prepared by: Kami Chang * 本章重點 Session topics 品質的觀念 如何做品質管理 ISO 9000:2000標準系列之結構 各標準彼此間關係 品質管理原則 品質 Quality ISO 9000:2000: ISO 9000:1994: 客戶滿意 Customer Satisfaction 產品特性符合要求的程度 Degree to which a set of inherent characteristics fulfils requirement 品質 Quality 客戶需求包括: 具體說明的特性及標準 specified features and standards 未直接說明的隱藏需求 implied needs that are not directly specified or perhaps not even understood by the customer. 符合法規的要求 Compliance with applicable laws and regulations Quality management 品質管制 Quality Control 品質管理的一部分,專注於達成品質要求 Part of quality management focused on fulfilling quality requirements ISO9000:2000 Quality cannot be inspected in – it must be built in Quality management process Feedback Controlling action Measurem