_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
再 谈 ISO
◆ 门槛、水准与TQM
◆ 从质量定义开始！
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
质量 … 一组固有特性满足要求的程度
◆ 物理 … 机械、电性能、化学的或生物学的特性
◆ 感官 … 嗅觉、触觉、味觉、视觉、听觉
◆ 行为 … 礼貌、诚实、正直
◆ 时间 … 准时性、可靠性、可用性
◆ 人体工效 … 生理的特性或有关人身安全的特性
◆ 功能 … 速度
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
____________________________________________________________________
质量 … 一组固有特性满足要求的程度
明示的、通常隐含的或必须履行的需求或期望
我们用筷子吃饭，老外用刀枪剑戢
追究责任顾客退货
告你顾客投诉
非常不满意
不满意
满意程度低
不
满
意
嘟囔顾客抱怨
表现行为
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
____________________________________________
质量 … 一组固有特性满足要求的程度
你满意的时候会怎样？
满足所有要求
质量传播赞许崇拜很满意
笑、窃喜知足常乐满意顾客
满意
表现行为客
户
永
远
是
对
的
顾
客
满
意
没有抱怨
≠
？未必 消
费
心
理
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
管理
指挥、控制组织的协调的活动
质量管理体系
在质量方面
建立方针和目标并实现目标的体系
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
____________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
________________________________________
管理是一门科学,科学无国界
哲学有区别
美 国
专业性 一致性 变通性
重视专业知识 一切看情况
要 么 A, 要 么 B,
含糊请专家
重视团队精神
大和=太顺
标准一致
全员贯彻
太极 易经---变
通不伤面子为
前提,是非分明
竞技民族
---英雄主义
大和民族
---集体主义
太极民族
---交互主义
中庸之道 … 合理
日本人拿中国的管理哲学,来运用西方的管理科学
中 国日 本
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________
管理是实践
不在于‘知’ 而在于‘行’
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
ISO9000体系以八项质量管理原则为基础
---最高管理者以顾客为关注焦点
领导作用
全员参与
过程方法
持续改进
以事实为决策基础
与供方互利的关系
管理的系统方法
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
顾客和客户的区别？
ISO9001切入点ISO9001切入点
日本人不分顾客和客户
一律叫客樣 - 贵宾 - VIP
顾
客
接
受
产
品
的
组
织
或
个
人
猜想顾客猜想顾客
预期顾客预期顾客
不合格者不合格者
首购顾客首购顾客 重购顾客重购顾客 客户客户 主动性客户主动性客户
停止购买或
过去的顾客
停止购买或
过去的顾客
伙伴伙伴
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
相互依存
传播
行业
卖方的集合
市场
买方的集合
商品/ 服务
货币
信息
简单营销系统
以
顾
客
为
关注焦点
顾 客
组 织
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
___________________________________________________________
工作准则
????
输入 过程转化 输出
竞
争
激
烈
的
市
场
工作准则
顾客满意
以
顾
客
为
关注焦点
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_________________________________
领航、掌舵
知人善任 + 花钱
总裁无为
---要让员工全力发挥
整合相关方
干部无不为
--- 原则、目标、计划、方法
领
导
作
用
大事讲原则 小事讲方法
确定方向
提供资源
策划未来
激励员工
协调活动
营造良好内部环境
团结在以总裁为核心的领导集体
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
__________________________________________________________
领导比管理更重要
领导 --- 在发挥人的潜力
领
导
作
用
寓人治于法治
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________
文
化
工
作
环
境
质量 全员参与 全程贯穿
如何参与
要清楚明白对质量的贡献和影响
按要求工作---顾客满意唯一标准
全
员
参
与
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_____________________________________________
削减
无附
加价
值过
程识别过程---管理过程间相互作用的方法
- - - 过程方法
输入 过程转化 输出
以顾客为关注焦点
领导作用
全员参与
过程方法
持续改进
以事实为决策基础
与供方互利的关系
管理的系统方法
过
程
方
法
使用资源通过管理，将输入转化为输出活动
- - - 过程
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
__________________________________________
QMS过程模式
质 量 管 理 过 程 模 式 图
Q M S
管理职 责
持 续 改 进
顾
客
要
求
输出过程
产 品 实 现
输入 产品
资 源 管 理 测量，分析
与改进
满
意
顾
客
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
PDCA方法
P
D
C
A
P
D
C
A
过
程
方
法
戴 明 环
P
D
C
A
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_____________________________________________________________
要素1 要素2 …
要素3 … 顺序 结构
系统 =
系统功效
(并联)1+1>2 (串联) 1*1*1*1 >1
三个和尚 踢球扯皮
SYSTEM TOOLS
管
理
的
系
统
方
法
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________
XXX球队的系统解决方案
使命：让足球娱乐大众，让大众掏钱娱乐
战略：短期---进入甲B
中期---进入甲A
长期---豪门俱乐部
战术
终极目标：进球---不让对方入球---赢球
常规：长传中掉、防守反击
非常规：搞掂裁判、球监
结构：前锋---中场---后卫
阵型: 442---352
人员：基本素质、能力
激励 ：进球有赏、赢球集体
桑拿
训练：从娃娃抓起
不同时期战略不同
不同对手战术不同
不同战役结构不同
不同结构流程不同
不同流程要求不同在一定规则下，“秀”出你自己
你就是场上明星！
流程：左右开攻、交叉配合
串联
并联
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_____________________________________
持续改进是管理的灵魂
日常管理
S
D
C
A
管 理
日常管理
S
D
C
A
管 理
企
业
水
准
提
升
目标管理
P
D
C
A
改
善
持
续
改
进
持
续
改
进
强
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_________________________________________________
企业基石－－意识变革．现场５Ｓ规范化管理－目视管理－看板管理
改
善
提
案
推
行
Ｑ
Ｃ
Ｃ
品
管
圈
活
动
现
场
Ｉ
Ｅ
作
业
改
善
现
场
自
主
管
理
模
式
Ｐ生产力 Ｑ品质 Ｃ成本 Ｄ期限 Ｓ安全 Ｍ士气 Ｅ环境
Ｔ
Ｃ
Ｍ
全
面
成
本
管
理
Ｍ
Ｑ
Ｍ
现
代
品
质
管
理
ＭＢＯ目标管理－方针展开模式
Ｈ
Ｒ
Ｍ
人
力
资
源
管
理
改
善
日
常
管
理
改
善
绩
效
管
理
改
善
ＴＰＭ全面生产管理
现场综合改善
营销策略 产品策略
策略
规划
企业发展战略．目标展开
ＴＱＭ全面质量管理
持
续
改
进
是
长
久
坚
持
不
间
断
的
改
进
！
企业基磐
战略拉动
管理实践
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
以止定静 安虑得为
决策 谁做决策 怎么做决策
大智 大慧 做 决策
专业知识
德才兼备 第六感
数据分析
决
策
达不到目标的决策就是失策
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________
1、范围
2、引用标准
3、术语和定义
4、质量管理体系
5、管理职责
6、资源管理
7、产品实现
8、测量、分析和改进
ISO9001:2000质量管理体系
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
应用范围
证明有能力稳定地提供
满足客戶要求和
符合适用的法律法规要求的产品
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
◆ 当客户或产品特质不需某种QMS要求,则可排除
◆ 组织不可裁减其QMS范围来排除任何要求影响其
提供符合产品的能力
◆ 排除仅限于产品实现
范围的裁减
词义解释
◆ 组织的介定
( 供方 组织 客戶 )
◆ 产品---过程的结果，可为提供的产品或服务
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________
5 管理职责 6 资源管理 7 产品实现 8 测量分析和改进4 质量管理体系
ISO9001
2000
Q M S
总要求
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________________________
标准强制性要求 16523
1本手册
6个程序书
—
5个策划
23个记录
文件化程度
规模、活动类型
过程、复杂程度
人员能力
可用任何媒体
量
身
定
造
适体裁衣
文件要求
总要求
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
______________________________________________
内部、外部提供一致信息 … 指导性、纲领性文件
质量体系整体性的概要说明.
提供如何一致地完成活动和过程的信息的文件
详述各工作细节及标准工作方法
客观证据，追溯性
质量手册质量手册
记录表单记录表单
程序文件程序文件
工作标准工作标准
文件要求
总要求
四
位
一
体
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
____________________________________________
质量手册内容
体系的范围 = 产品、删减内容及删减说明
文件程序大纲 = 程序书与手册对照
过程关联说明 = 质量体系架构图
Q
M
文件要求
质量手册
对内外传播质量文化
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_____________________________________________________________________
管 理 手 册
记录是文件？
工 作 指 导
程 序 文 件
作 法 目 的
审查核准 确保内容适当
管制变更发行 确保内容最新
识别最新版本 防止误用
维持文件清晰 确保使用方便
管制外来文件 保证最新且可用
表 单 记 录
文件要求
文件控制
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_________________________________________________________
文件要求
文件化的作用
a) 满足顾客要求和质量改进；
b) 提供适宜的培训；
c ) 重复性和可追溯性；
d ) 提供客观证据；
e) 评价体系的有效性和持续适宜性
文件的定
义
？？？
文件
信息及其
承载媒体
文件---沟通意图、统一行动
文件的形成本身并不是目的，它应是一项 增值 的活动---不是 负担
ISO9001
2000
Q M S
P
D C
A
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
____________________________________________________
注
意
侦
测
文
件
沟
通
的
有
效
性
请各组发表感想 !
大家分组读文件
文件沟通要注意!
--- 星期五学习党的文件
广东省学习十六大精神知识大赛
学习三个代表---理解不透不行
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________
作法 管 制 方 法
标识 卷宗档案标注名称
贮存 集中收集妥善存档
防护 使用文件柜/架定期查验
检索 借阅使用登记管制
期限 规定记录保存年限
会
议
检
验
内
审
请举
例？
处置 过期废弃或回收《盖章》
文件要求
记录控制
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_________________________________
第4章 总 结
文件化
质
量
管
理
体
系
文
件
结
构
手 册
程序文件
部门工作标准
记 录
遵
纪
守
法
宪法
方法
做法
帐法
