Professional Documents
Culture Documents
1. Introduction, aims and objectives 2. Module 1 : Understanding the Need for Quality Management What is Quality Management? 3. Module 2: Understanding Processes, Identifying Requirements and Prevention in our work What Does Customer Want? How Do We Deliver What the Customer Wants? How Do We Cause Quality? 4. Module 3: Understanding Measurement to Improve Result Tools for measuring process Price of Non Conformance
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Introduction
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Module 1
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Vision - Policy
How are targets achieved through action plans
Action Plans Action Plans Action Plans
TARGETS
OBJECTIVES POLICIES
VALUES
VISION
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What is Quality
The degree to which a set of inherent characteristics fulfill requirements (ISO 9001:2008)
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QA or QC
Quality Control (QC) is a procedure or set of procedures intended to ensure that a manufactured product or performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer. QC is similar to, but not identical with, quality assurance (QA).
Quality Assurance is defined as a procedure or set of procedures intended to ensure that a product or service under development (before work is complete, as opposed to afterwards) meets specified requirements. QA is sometimes expressed together with QC as a single expression, quality assurance and control (QA/QC).
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Jan 2012
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Module 2
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Services or Product
Flow of Activities
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Work Transaction
Supplier
Customer
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Supplier
Customer
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Workshop 1
- My Customer See handout page 7
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Process Scope
Initial Activity
Final Activit y
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Output
REQUIREOUTPUTS CUSTOMERS MENTS
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Input
INPUTS Materials REQUIRESUPPLIERS MENTS
Informatio n
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7 INPUTS
Materials
8
SUPPLIERS
9
REQ UIREMENTS
3 PROCESS SCOPE
4 OUTPUTS
5
CUST OMERS
6
REQ UIREMENTS
Information
INITIAL ACTIVITY
FINAL ACTIVITY
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PERFORMANCE STANDARDS
INPUTS
Materials SUPPLIERS REQUIREMENTS
PROCEDURES
OUTPUTS
CUSTOMERS REQUIREMENTS
Information
Process
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Who Provides
Requirements
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Who Provides
Requirements
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Procedures
Procedures
Who Defines
Requirements
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Performance Standard
Who Defines
Requirements
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Inputs
PROCESS
Output
Customer Requirements
Equipment/Facil ities
Training/ Knowledge
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28
Workshop 2
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OUTPUTS
CUSTOMERS
REQUIREMENTS
Process
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PROCEDURES OUTPUTS
CUSTOMERS REQUIREMENTS
Information
Process
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Proof
Establishing criteria for success Running process trials Evaluating process and product results based on criteria
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Measurement
Process Control
Action
Comparison
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Workshop 3
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Module 3
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Why we Measure
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Charts
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Check Sheet
PROCESS: Nonconformances Date Requirement(s) Date Date Date Date
Activity: Notes:
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Bar Chart
Number of Lost Jobs
25 20 15 10 5 0
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Run Chart
Nonconformances
40
30
20
10
Weeks
1
Activity
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5
846 557
597
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Pareto Analysis
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Price of Nonconformance
What it costs to do things wrong (Averages 20 30%)
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Other Expenses
Error Free Costs
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Workshop 4
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Q&A
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