Kiến thức quản lý: 08 quy tắc vàng của hệ thống chất lượng

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The Eight Principles of Quality Management

Preface:

Quality management is becoming increasingly important to the leadership and management of all organisations. It is necessary to identify Quality Management as a distinct discipline of management and lay down universally understood and accepted rules for this discipline.

The ISO technical committee working on the ISO9000 standards had published a document detailing the quality management principles and application guidelines. (This article is based on the said document). The latest revision (version 2008) of ISO9000 standards are based on these principles.

Definition of Quality Management Principle:

"A quality management principle is a comprehensive and fundamental rule / belief, for leading and operating an organisation, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all other stake holders".

The eight principles are ...

1. Customer-Focused Organisation

2. Leadership Responsibility

3. Involvement of People

4. Process Approach

5. System Approach to Management

6. Continual Improvement

7. Factual Approach to Decision Making and

8. Mutually Beneficial Supplier Relationships.

Now let us examine the principles in detail.

Principle 1 - CustomerFocused : "Organisations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations".

Steps in application of this principle are ...

Understand customer needs and expectations for products, delivery, price, dependability, etc.
Ensure a balanced approach among customers and other stake holders (owners, people, suppliers, local communities and society at large) needs and expectations.
Communicate these needs and expectations throughout the organisation.
Measure customer satisfaction & act on results, and
Manage customer relationships.

Principle 2 - Leadership : "Leaders establish unity of purpose and direction of the organisation. They should create and maintain the internal environment in which people can become fully involved in achieving the organisation's objectives."

Steps in application of this principle are ...

Be proactive and lead by example.
Understand and respond to changes in the external environment.
Consider the needs of all stake holders including customers, owners, people, suppliers, local communities and society at large.
Establish a clear vision of the organisation's future.
Establish shared values and ethical role models at all levels of the organisation.
Build trust and eliminate fear.
Provide people with the required resources and freedom to act with responsibility and accountability.
Inspire, encourage and recognise people's contributions.
Promote open and honest communication.
Educate, train and coach people.
Set challenging goals and targets, and
Implement a strategy to achieve these goals and targets.

Principle 3 - Involvement of People : "People at all levels are the essence of an organisation and their full involvement enables their abilities to be used for the organisation's benefit".

Steps in application of this principle are...

Accept ownership and responsibility to solve problems.
Actively seek opportunities to make improvements, and enhance competencies, knowledge and experience.
Freely share knowledge & experience in teams.
Focus on the creation of value for customers.
Be innovative in furthering the organisation’s objectives.
Improve the way of representing the organisation to customers, local communities and society at large.
Help people derive satisfaction from their work, and
Make people enthusiastic and proud to be part of the organisation.

Principle 4 - Process Approach : "A desired result is achieved more efficiently when related resources and activities are managed as a process."

Steps in application of this principle are ...

Define the process to achieve the desired result.
Identify and measure the inputs and outputs of the process.
Identify the interfaces of the process with the functions of the organisation.
Evaluate possible risks, consequences and impacts of processes on customers, suppliers and other stake holders of the process.
Establish clear responsibility, authority, and accountability for managing the process.
Identify internal and external customers, suppliers and other stake holders of the process, and
When designing processes, consider process steps, activities, flows, control measures, training needs, equipment, methods, information, materials and other resources to achieve the desired result.

Principle 5 - System Approach to Management : "Identifying, understanding and managing a system of interrelated processes for a given objective improves the organisation's effectiveness and efficiency."

Steps in application of this principle are ...

Define the system by identifying or developing the processes that affect a given objective.
Structure the system to achieve the objective in the most efficient way.
Understand the interdependencies among the processes of the system.
Continually improve the system through measurement and evaluation, and
Estimate the resource requirements and establish resource constraints prior to action.

Principle 6 - Continual Improvement : "Continual improvement should be a permanent objective of the organisation."

Steps in application of this principle are ...

Make continual improvement of products, processes and systems an objective for every individual in the organisation.
Apply the basic improvement concepts of incremental improvement and breakthrough improvement.
Use periodic assessments against established criteria of excellence to identify areas for potential improvement.
Continually improve the efficiency and effectiveness of all processes.
Promote prevention based activities.
Provide every member of the organisation with appropriate education and training, on the methods and tools of continual improvement such as the Plan-Do-Check-Act cycle , problem solving , process re-engineering, and process innovation.
Establish measures and goals to guide and track improvements,and
Recognise improvements.

Principle 7 - Factual Approach to Decision Making : "Effective decisions are based on the analysis of data and information."

Steps in application of this principle are ...

Take measurements and collect data and information relevant to the objective.
Ensure that the data and information are sufficiently accurate, reliable and accessible.
Analyse the data and information using valid methods.
Understand the value of appropriate statistical techniques, and
Make decisions and take action based on the results of logical analysis balanced with experience and intuition.

Principle 8 - Mutually Beneficial Supplier Relationships : "An organisation and its suppliers are interdependent, and a mutually beneficial relationship enhances the ability of both to create value."

Steps in application of this principle are ...

Identify and select key suppliers.
Establish supplier relationships that balance short-term gains with long-term considerations for the organisation and society at large.
Create clear and open communications.
Initiate joint development and improvement of products and processes.
Jointly establish a clear understanding of customers' needs.
Share information and future plans, and
Recognise supplier improvements and achievements.

Tám nguyên tắc của quản lý chất lượng

Lời nói đầu:

Quản lý chất lượng ngày càng trở nên quan trọng đối với sự lãnh đạo và quản lý của tất cả các tổ chức. Nó cần thiết để xác định quản lý chất lượng là một ngành riêng biệt và đưa ra quy tắc phổ quát được hiểu và chấp nhận cho các nguyên tắc này.

Ủy ban kỹ thuật ISO làm việc trên các tiêu chuẩn ISO 9000 đã xuất bản một tài liệu chi tiết các nguyên tắc quản lý chất lượng và hướng dẫn ứng dụng. (Bài viết này được dựa trên các tài liệu đã biết). Phiên bản mới nhất (phiên bản 2008) của tiêu chuẩn ISO 9000 được dựa trên những nguyên tắc này.

Định nghĩa của nguyên tắc quản lý chất lượng :

"Nguyên tắc quản lý chất lượng là quy tắc/ niềm tin toàn diện và cơ bản nhằm hướng dẫn và điều hành một tổ chức, tiếp tục cải thiện hiệu suất trong thời gian dài bằng cách tập trung vào khách hàng trong khi giải quyết các nhu cầu của tất cả các bên liên quan khác".

Tám nguyên tắc là ...

1. Hướng vào khách hàng

2. Trách nhiệm của lãnh đạo

3. Sự tham gia của nhân viên

4. Phương pháp tiếp cận quá trình

5. Phương pháp tiếp cận hệ thống quản lý

6. Cải tiến liên tục

7. Phương pháp tiếp cận thực tế để ra quyết định

8. Mối quan hệ cùng có lợi với nhà cung cấp.

Bây giờ chúng ta xem xét các nguyên tắc cụ thể.

Nguyên tắc 1 – Hướng đến Khách hàng: "Các tổ chức phụ thuộc vào khách hàng của họ và do đó nên thấu hiểu nhu cầu của khách hàng hiện tại và tương lai, đáp ứng yêu cầu của khách hàng và phấn đấu để vượt quá sự mong đợi của khách hàng".