“quality, tqm and iso” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf ·...

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1 “Quality, TQM and ISO” นําเสนอโดย นายสาคร เลิศศรี ผูจัดการสวนคุณภาพ-เทคโนโลยี

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Page 1: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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“Quality, TQM and ISO”

นําเสนอโดย

นายสาคร เลิศศรีผูจัดการสวนคุณภาพ-เทคโนโลยี

Page 2: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

Stakeholders

������ ��� ��ก�Organization

���������������� / Stakeholders

�������Competitors

���������Shareholders

������Governments

���ก��Employees

�����Communities

����������Suppliers

��ก���Customers

Page 3: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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ISO ������ ?• ISO = International Organization for

Standardization

• ISO is a network of standards institutes from +/-150 countries with a central office in Geneva, Switzerland, that coordinates the system.

Page 4: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

��ก�� ISO 9000 ?• ISO9000 series standard : �������� ��ก��!�"ก��

"�����#$��– ISO9000 :2005 � QMS-Fundamentals and

Vocabulary (���กก����&����'� �(�)����)

– ISO9001:2000 � :2008 � Quality Management system � Requirements

– ISO9004:2000 � : 2009 ก(���+���+�� Guidelines for performance improvements

– ISO19011:2002� Guidelines for quality and/or environmental management auditing (��������ก����,!+� ���� QMS/EMS)

Page 5: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

��ก�� ISO '� ��������-�. ?• ISO14001:2004 � �������ก��!�"ก��"���/�-',"���

• OHSAS18001 � ก��!�"ก����0,�����'� �,��+�"$��1�ก���(���

• Industry specific interpretation.• AS9000 : Aerospace Basic Quality System• QS9000 :Automotive Manufacturing (GM, Ford,

Chrysler etc..)• ISO/TS 16949:2002 : Automotive Manufacturing

(American and Europe Manufacturer)• Etc..

Page 6: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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2��/���3 ISO9001• 0 ���(�• 1 3��3�• 2 �����������ก/�����• 3 �(�)����'� �(������• 4 � ����������#$��• 5 �,�������"��345��������• 6 ก��������������ก�• 7 ก� �,�ก���0-�(�1������$�#6��+7�!��• 8 ก��,�" ก��,����� �� '� ก��+���+��

Page 7: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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ความรับผิดชอบของฝายบริหาร

กระบวนการระบบบริหารคุณภาพ ISO9001กระบวนการระบบบริหารคุณภาพ ISO9001

การบริหารทรัพยากร

การวัด การวิเคราะหและการปรับปรุง

การดําเนินการใหผลิตภัณฑเปนจริง

การปรับปรุงอยางตอเนื่องของระบบบริหารคุณภาพ

ผลิตภัณฑผลิตภัณฑบริการบริการ

OUTPUTOUTPUT

INPUTINPUT

��ก���

����

����ก��

����

�����

��

��ก���

44444444

88888888

77777777

66666666

55555555

Page 8: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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3�&���1�ก��3����������� ISOจัดทําแผนงานที่ชัดเจน

แตงตั้งตัวแทนฝายบริหาร (MR) และคณะกรรมการจัดทําระบบคุณภาพ

กําหนดนโยบายและเปาหมายที่ชัดเจน

ศึกษาขอกําหนด และตรวจสอบความพรอม

จัดทําระบบเอกสารที่จําเปน

ฝกอบรมใหความรูพนักงานที่เกีย่วของ

นําระบบที่ทําขึ้นไปปฎิบัติใช

ทําการตรวจประเมินคุณภาพภายใน(Internal Audit)

ประชุมทบทวนโดยฝายบริหาร(Management Review)

สงเอกสารใหกบั CB เพื่อ ทํา Desk study

Pre-audit onsite by CB

Main audit onsite by CB

คัดเลือกผูตรวจประเมินและใหการรับรอง (Certify Body)

ไดรับการรับรอง

ผิดขอกําหนดขั้น Major แกไข

แกไข

หมายเหตุ : กอนจะทําการขอรับรองระบบตองมีการผลิตไปแลวไมนอยกวา 6 เดือน และ มีการ ทํา IA and MR meeting อยางนอย 1 รอบ

Page 9: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

������� ��!�???

What is Quality?

Page 10: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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คุณภาพคืออะไร ?

คุณภาพ (Quality) คือ สิ่งที่ตรงตามความตองการ หรือเหนือกวาความคาดหวัง ���� ลูกคาพึงพอใจ หรือ ประทับใจ

“Consistently meeting or exceeding the customer’s needs and expectation � Customer Satisfaction” ref. maytee silde

Page 11: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

คุณภาพคืออะไร ?

Big Q and small q?•คุณภาพของสินคาและบริการ (quality)

•ตนทุนการผลิต/ราคา สมเหตุสมผล (cost)

•การสงมอบสินคาทันเวลา(delivery)

•ความปลอดภัยของสินคาและบริการ(safety)

•ขวัญกําลังใจพนักงาน (morale)

•สิ่งแวดลอม (environment)

•จริยธรรม (ethics)

•…

Page 12: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

��#���������� (Cost of Quality)

• ก��$%��ก& (prevention)• ก��������'����$�!��( (appraisal)• ������ ��!�()��(�$ก�(�ก�!'�ก����(� (internal failure)• �()��(�$ก�(#�)�'��ก��ก��� (external failure)

Page 13: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

Attractive

Must- BeMust- Be

Insufficient� Sufficient�

OBJECTIVESUFFICIENCY

Dissatisfied�

Satisfied�

SUBJECTIVESATISFACTION

ATTRACTIVE QUALITY VS MUST-BE QUALITY- TWO DIMENSIONS OF QUALITY -

Ref. Mr. Maytee T.

Page 14: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Customer Satisfaction VS Customer Delight

SatisfactionSatisfaction

HighDelightDelight

GapGap

Low Customer NeedExpectation

Customer Perceptionof Performance

Ref. Mr. Maytee T.

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TQM �� 8�

Page 16: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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DEFINITION OF TQM

TQM is a customer focus way with:

•System and Scientific approaches

•PDCA Cycle

•Human•Company / Group –wide way

This will lead a company to satisfy and delight

customers through its products and services and

then will bring about the outstanding business

performances to the company.

Ref. Dr. Kano, 2008

Page 17: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Meaning of “TOTAL”

“T” of TQM

• Company - / Group – wide

Management Committment and Employee

Involvement with win-win relationship with

Vendors.

•Objective of TQM

Customer Satisfaction through Quality PlusPlus.

Ref. Dr. Kano, 2008

Page 18: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

What are objective of

TQM?

Ref. Dr. Kano, 2008

productivityenhancement

customer satisfaction

+environment

protection

costreduction

deliveryshortening

salesexpansion,etc.

Page 19: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

Doughnutized Phenomenon

unfavorable case

Ref. Dr. Kano, 2008

productivityenhancement

costreduction

deliveryshortening

salesexpansion,etc.

Page 20: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

TQM (incl. ISO9004Strategic and Operational Management viewpoints of

Effectiveness such as Customer Satisfaction

+

Efficiency such as Company Profit

TQM vs ISO9001

Ref. Dr. Kano, 2008

ISO 9001Focus on Operational Management

Viewpoint of Effectiveness such as

Customer Satisfaction

Page 21: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prepared by : Sakorn L.

TQMPrioritized Cases + QMS

Principles[Quality,PDCA cycle, Prioritization]

Methods/Techniques[Problem Solving/Task Achieving

QC story, 7 tools, Statistical

Methods, etc.]

Vehicles[Policy and Daily Management,

QCC, etc.]

Strategic and Operational

Management for customers and

Company

ISO 9004Requirements of QMS

Significance of TQM In contrast with ISO 9001/ISO 9004

Ref. Dr. Kano, 2008

ISO 9001Requirements of QMS

Operational Management

for Customers

QMS : Quality Management System

Page 22: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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SCIENTIFIC APPROACH

TWO COMPONENTS:

BASED ON

Facts or DATA

LOGIC

Application of statistical techniques

Ref. Mr. Maytee T.

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SYSTEMS APPROACHSYSTEMS APPROACH

Objective-oriented rather thanprocedure-oriented!!!

INPUT OUTPUTSYSTEM

OBJECTIVES

efficiency = output / input

effectivenessFitness for objective

Ref. Mr. Maytee T.

Management Resources

Human Resource

Material

Money , etc.

Notes : The expression of a system with its objecti ves is due to Prof. Masao Akiba

Speed

Page 24: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Prof. Kano and I, March 2008

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CS/CD + ES + Env’t(Quality)

Driving Force to Motivate Executive / people

Techniques Vehicles Concepts

Globalization

Goal & Strategy

General Education Political Stability

Statesmen with Leadership

Enlightened Population

Intrinsic Technology/ Info Technology

The House of The House of TQMTQMRef. Mr. Maytee T.

CS: Customer SatisfactionCD: Customer DelightES: Employee SatisfactionEnv’t : Environment

Page 26: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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������#$��3 Dr.Kano

������������ ��� (Intrinsic Technology)

������ก�����ก ���������������ก��� (Motivation Approach)

1 ก�����������������2 ก�����������������3 ก����������������� �����4 ก��������� ����!"#�5 ���ก�! ��!"#�6 ���$ ��$��� ���TQM7 ก�����ก��%&ก'� ���ก��()ก*���

����� ������ ����ก��!�+�*�*��,ก��

����&�*���*���ก��� / ก�����ก���!"#�Customer satisfaction /Quality Assurance

1 �!ก����$ ��� ��

3 ก�����ก��.� /��0*��ก���4 ���� PDCA5 �!"#�$����/ ���ก�����ก��6 ก���������� ก��� ��1���*�����2��3�����7 ก���� ��� ������$����48 ������2ก�����ก��9 ก���� �����3���5�6��

1 ���02*��0*07�6�� QC 7 *� ��2 QC new seven tools3 Control chart4 Correlation andregression

5 Analysis of variance6 Test & Estimation

7 Experimental design

9 Reliability engineering

2 �*���������$ �����

8 Multi-Variable analysis

Page 27: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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แนวคิดทีคิวเอ็ม (TQM Concepts)

1 �!ก����$ ��� ��

3 ก�����ก��.� /��0*��ก���4 ���� PDCA

5 �!"#�$����/ ���ก�����ก��

6 ก���������� ก��� ��1���*�����2��3�����

7 ก���� ��� ������$����48 ������2ก�����ก��9 ก���� �����3���5�6��

2 �*���������$ �����

Page 28: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Tool using for TQM 1. The 7 QC Tools

(��� )��� � 7 � ������ QC)

2. The 7 Management Tools(��� )��� � 7 � ���#�)P�� �ก��'�(Q��)

3. Using statistical method (�(S�ก��#���T(�()4. �(S�ก��� )V �P� VA/VE

Page 29: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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TQM Vehicles1. Policy Management; PM

(ก��'�(Q��X '� )2. Daily Management; DM

(ก��'�(Q����$�!�Y��&)3. Cross-functional Management; CFM

(ก��'�(Q�������!Q����Q�� �� )4. Bottom-up Activities (ก(�ก���$�&'$���������&ก���!�&'����)

Page 30: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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1. Breakthroughs2. Continuous improvements3. Standardization

Breakthroughs

Continuous improvements

Standardization

Page 31: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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The Boat Model for TQM PromotionVehicles

President

Daily ManagementLine

StaffCross Functional

Managment

Current Direction

PolicyManagement

Future Direction

Ref. Mr. Maytee T.

Page 32: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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MD

Div. Mger

Dep. Mger

Section Mger

Supervisor

Operator

&'(&)*+,+-./012.+3.456.('78'9+:;2<+'ก2.+

Daily Management

Policy Management(Challenge)

ABC

(Maintain)

Ref. Mr. Maytee T.

Page 33: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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,!�3�"���- (Deming Cycle)

P

AC

D

PA

CD

����Z�ก��#Y���

$�&'$���

� ������

� )��

Page 34: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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PM and DM relationship

PDC

A

Standardizationก���&�#Y��$[����Z�

SDC

A

ก��$�&'$���� ������ �$[��� $

(Incremental)

$\]Q��� ^��&�(Chronic)

Need to

Breakthrough

?

Yes

No

Breakthrough (ก��$�&'$���� ���ก���ก�!X��)

PPMM systemsystem

DM systemDM system

Ref. Mr. Maytee T.

Page 35: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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Relationship of Quality Control, Quality Management

and Attractive Quality Creation

Quality Control Conformance to Specifications

Quality ManagementCustomer Satisfaction

Attractive Quality CreationCustomer Delight

Ref. Mr. Maytee T.

Page 36: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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ก�����-�2�'�,��"�0��,�<� � Quality and Profit(TQM Methodology Key-link)

��#�

��ก���������� ����'������

����

กY��&�ก����(�

������

กY��

��ก����]���

�� �

�� �ก

Page 37: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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.

QPS QWITQM

���������'�(_&#/Q�� ��

� �����

���(]��('X��$[��(`

�������

������

���ก�

��

Cus

tom

er S

atis

fact

ion

���������������&ก��Job Satisfaction

Quality of Product & Services(��#$��3/�����'� ���ก��)

Quality of Work Life(��#$���0,��1�ก���(���)

���aก��#�)��ก����('X�� ��� &)�

Page 38: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the

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��X��#�)��#��S��ก(�#�)�ก�) ��&ก&' Good Quality Assurance

1. Low assurance cost ��#��ก���&'$�!ก&�������)Y�

2. Customer satisfaction increasing ��()�����������������ก���3. Repeat Orders ��ก���&)����b^Y�4. New customer from the old customer reference����ก����Q��

X� �Y��!Y���ก��ก�����(�

5. Achieve the goal revenue/profit '�����$%�Q�� ���� / กY��6. Market share up � � ก�����!����7. New market segment ����������Q��8. Competitiveness in the market ���������T�ก�������&���

Ref. Mr. Maytee T.

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Prepared by : Sakorn L.

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