ships in service training material a-m chauvel qms quality management systems ontology 2009

Ships in Service Training Material A-M CHAUVEL

QMS

Quality Management Systems

Ontology

2009


Quality


USER BELIEVES THAT QUALITYOF PRODUCTS IS DECLINING

ImprovementDeterioration

PRODUCER ASSERTS THAT QUALITYOF PRODUCTS IS IMPROVING

ImprovementDeterioration

68 %

25 %

4 %

50 %

A Satisfied Customer


Quality

A Dissatisfied CustomerNon Quality


Safety

Information Representation

Choice

President J-F KENNEDY - 1962The Consumer RightsQuality


CPSA-SECTION 15 LAW 92573 - Oct, 10 - 72

ALL MANUFACTURERDISTRIBUTOR OR

RETAILER

Must report to CPSC all product or materialwhich can be dangerous, if used, in the 24 hours

that follows the findings.Any person who does not report such an anomaly

may be subject to :- A prosecution of $ 500 000.

- A fine of $ 50 000 per product.- And, one year in jail.

Non Quality


Non Quality

PROSECUTION : More than 7 000 / year / 100 000 peoples.

COMPENSATIONS : Average of $ 350 000 per case.

INSURANCE PREMIUM : 1 à 15 % based on product risk.

PRODUCTS : Recalls and Withdraws.

FIRMS : Bankruptcies.

CPSA-SECTION 15LAW 92573 - Oct, 10 – 72

Consequences

Alain-Michel Chauvel- Bureau Veritas - DNS/DCO Ships in Service Training Material A-M CHAUVEL

GUINESSGUINESS

BMW MOTOR BIKESWILL REPLACE 8000SUSPECT WHELLS

CHRYSLER RECALLS1,6 MILLION CARS

NISSAN RECALLS50,000 CARS

Recalls, Replacements,…


DUN’S Review

RECALL ROLL CALL

Carnation Co.

Pittway Corp.

Sears,Roebuck & Co.

Peerpak Corp.

Revlon, Inc.

General Electric Co.

Master pitching Mac.

Shop & Shop Inc.

Random House

14,1 million

200,000

38,000

12,500

11,000

9,000

7,500

7,400

3,000

Breakfast Bars

Smoke detectors

Ping pong tables

Diet supplements

Hair relaxers

Sunlamps

Baseball pitch

Stuffing mixes

Woman’s Day

Crockery Cuisine


Bad Advertising

A.H.ROBINS turns down an offer by Dow Chemicalto pay USD 840 million for part of its

health care businessLes Echos - May 1987

In 1985 A. R. Robins claimed the protectionof the bankruptcy laws, facing more than

300,000 claims for damages.The Dalkon Shield Sterilets manufactured by

the firm in the seventies were alleged tohave injured women who used them.

15 years

after

Bankruptcy

The directive confirms the objective liability of themanufacturer will be forced to compensate a consumer

who has suffered injury attributable to a fault inthe product, even in the absence of misdemeanour

by the firm in the legal sense of the term.

It is understood that a manufacturer’s total liabilitymay be limited, but under no circumstances

can be less than 70 millions d’ Euros.

Product Liability in Europe


Charter of the Consumer’ rights


The General Assembly of the United Nationshas adopted guidelines for consumer protection.

Principles of the charter :- Physical safety.- Promotion and protection of consumer’s economic interests.- Standards for safety and quality of consumer’s goods and services.- Distribution circuits for staple products and services for consumers. - Measures enabling consumer to obtain reparation.- Education and information programmes.

COMPETITIVITYCOMPETITIVITY

QUALITYQUALITY

SAFETYSAFETY

PRODUCTIVITYPRODUCTIVITY

MAINTENANCEMAINTENANCE

CLIENT

COSTCOST

Globalization of the Markets


Market share

Less than12 %

Between 12and 26 %

More than26 %

4 11 17

17 18 28

Weak

StrongPro

du

ctim

age

Return on investment in %

Image Impact on Profits



5 à 20 %of the turnover

Ghost Organizations exist


Rear side dooropen

Through the miracle Through the miracle of electronic you are of electronic you are informed on proper informed on proper functioning of your functioning of your vehicle :vehicle :(see bubble)(see bubble)

Unfortunately the advertisement publishedreveals that the model has only two doors

Eureka

Product AdvertisingA car who talks to much


A mistake in the procedure for

dismantling the pylon for the

maintenance lay behind the fatigue and the accident.

273personsDC 10

Alain-Michel Chauvel- Bureau Veritas - DNS/DCO

An Airline catastropheA Servicing error

PRODUCTQUALITY

MoneyPeople

Management

MaterialMachineBuilding

Methods

Maintenance

Availability

Choice

Substitution

Plan

Specification

Installation

Security

Budget

ObjectivesTraining

Qualification

Policies

Delegation


Origin of Non quality



QMS


Adequacy

of the product

or the service

to the present

and future

needs of

the user.


Quality DefinitionYesterday


Anticipation

of explicit

and implicit

needs of

the user.


Quality DefinitionToday



PERFORMANCE

PRICESERVICE

DELIVERY

SAFETY

QualityThe Interrelation between Components


EFFICIENCY

MAINTENABILITY RELIABIL

ITY

VALUE

CO

NF

IDE

NC

E

AV

AIL

AB

ILIT

Y SE

CU

RIT

Y

PERFORMANCESPERFORMANCES

PRICEPRICESERVICESERVICE

DELIVERYDELIVERY

SAFETYSAFETY

EFFICACY

QualityThe initial Components

4040

3030

2020

00 100604020 80

% o

f p

rod

uct

s

...in the decision to buy a product


1010

QualityThe merging of the Service…


Pe

rce

nt

of

clie

nts

wh

o s

tro

ng

lyre

co

mm

en

d t

he

ho

us

e t

o a

fri

en

d

Percent of the answers “ I absolutely agree with the statement ”

30 50 7010

30

50

10

R2 = 0,88Ratio quality / price

R2 = 0,81

Competency and availabilityof the technical representative

R2 = 0,19

Efficacy of thefinance department


QualityThe new parameters



ReliabilityReliability

FrequentFrequentdeparturesdepartures

PricePrice

QualityQualitycertificatecertificate

EfficientEfficienthandlinghandling


PricePrice


EfficientEfficientInformationInformation


PricePrice




QualityQualitycertificatecertificate

Sweden UK Belgium


QualityThe voice of the Client


50 %30 %20 %10 % 40 %

In order to have an opinion on a product Friends

Advertisement

Consumer media

Past experiencewith the product

Past experiencewith the brand

Information givenby the company

Salesman pointof view

Professionalassociations

Sources of Information

4 6 102

DURABILITY

8

GUARANTEE

AFTER SALESERVICE

MAINTENANCE

INNOVATION

Score on 10

Consumer Qualitician

Quality ParametersListen to the Client

- He is the most

important person of

the company.

He does not depend

on us

we depend on him.

- He is not an intruder.

- We never do him a

favour while listening

to him or advising him.

- He expresses his

desires, it is up to us to

satisfy them for both

him and us.

- We have to help him

make his needs clear

and to translate them

into clear and accurate

documents, despite all

their subjectivity.

Quality : The client is an Asset



Quality

J

G

F I

Sale forceSale forcein the fieldin the field

TechnicalTechnicalassistanceassistance

After saleAfter saleserviceservice

PricePricepositionposition

CommercialCommercialaggressivenessaggressiveness

RespectRespectof deliveryof delivery

EthicalEthicalimageimage

ProductProductperformanceperformance

A-M CHAUVEL

BIO

-DEG

RA

DIB

ILITYR

EC

YC

LA

BIL

ITY

EFFICIENCY

MAINTENABILITY RELIABIL

ITYEFFIC

ACY

PRICE

SERVICE

DELIVERY

SAFETY

ENVIRONMENT

SO

CIA

L C

OS

T

EC

O-I

MP

AC

T

QualityThe new dimension

http://www.the-pyramids-of-naxos.com/html/the_project.html


People before profits ?Corporate Social Responsibility

Gwyneth Brock , corporate affairs manager

at the Co-Operative Bank :

“ The UK bank estimates 15-18 per cent

of its £ 100 million half-year profit is

due to its ethically minded policies”.

It will be no lend to companies involved in :

- Arms trade.

- Animal testing.

- Activities harmful to the environment.

Eurobusiness, May 2002

QualityThe new dimension

ships in service training material a-m chauvel qms quality management systems ontology 2009

Documents

product liability

consumer protection

product risk

shop shop

quality of consumers

pittway corp

peerpak corp

physical safety