全面质量管理手册.pdf

ABB ABB Customer FocusCustomer Focus 全面质量管理手册全面质量管理手册 Total Quality Management Manual 厦门 ABB 开关有限公司 厦门 ABB 开关有限公司 ABB Xiamen Switchgear Co Ltd ABB TQMM 第第 6 版版 第第 1 次修订次修订 2009 年年 5 月月 TQMM Version 6 Revision 1 May 2009 2 目录 目录 I I 手册的批准和发布 II 手册的批准和发布 II 应用范围 III 应用范围 III 手册管理 IV 手册管理 IV 公司简介 1 领导 1 1 高层领导的作用 公司简介 1 领导 1 1 高层领导的作用 1 1 1 使命 愿景 价值观和方针 1 1 2 沟通 1 1 3 企业文化建设 1 1 4 管理评审 1 2 治理结构与组织结构 1 2 治理结构与组织结构 1 2 1 治理结构与审计 1 2 2 组织结构与职责 1 3 社会责任 1 3 社会责任 1 3 1 合规 1 3 2 环境与安全管理 1 3 3 商业道德与公益支持 2 战略 2 1 战略制定 2 战略 2 1 战略制定 2 1 1 战略制定过程 2 1 2 战略和战略目标 2 2 战略部署 2 2 战略部署 2 2 1 全面预算管理与目标管理 2 2 2 关键绩效指标测量系统 KMS 2 2 3 体系策划和管理方案 3 顾客与市场 3 顾客与市场 3 1 顾客与市场的了解 3 1 顾客与市场的了解 3 1 1 顾客与市场细分 3 1 2 顾客需求与期望的了解 3 2 顾客关系与满意 3 2 顾客关系与满意 3 2 1 顾客关系管理 3 2 2 顾客投诉处理 3 2 3 顾客满意的测量和改进 4 资源 4 资源 4 1 人力资源 4 1 人力资源 4 1 1 人力资源规划与聘用 4 1 2 能力 培训和意识 4 1 3 员工绩效评价 激励与职业发展 Contents I Approval and Issuance of Manual II Scope of Application III Control of Manual IV Company Profile 1 Leadership 1 1 Roles of Top Management 1 1 1 Company s Mission Vision Values Policies 1 1 2 Communication 1 1 3 Corporate culture 1 1 4 Management review 1 2 Governance and Organization Structure 1 2 1 Governance Structure and Auditing 1 2 2 Organization Structure and Responsibility 1 3 Social Responsibility 1 3 1 Compliance 1 3 2 Environmental and Safety Management 1 3 3 Business Ethic and public welfare support 2 Strategy 2 1 Strategy Establishment 2 1 1 Strategy establishing process 2 1 2 Strategy and strategic objective 2 2 Strategy Deployment 2 2 1 Total budget management and objective management 2 2 2 Key Performance Measurement System 2 2 3 System Planning and Management Programmes 3 Customer and Market 3 1 Understanding of Customer and Market 3 1 1 Segmentation of customers and market 3 1 2 Understanding of the customer s Demand and Expectation 3 2 Customer Relationship and Satisfaction 3 2 1 Customer Relationship Management 3 2 2 Customer Compliant Resolution Process 3 2 3 Customer Satisfaction measurement and Improvement 4 Resources 4 1 Human Resource 4 1 1 Human Resource Planning and Recruitment 4 1 2 Competency Training and Awareness 4 1 3 Employee Performance Evaluation Motivation and Career Development 3 4 1 4 员工权益与满意 4 2 财务资源 4 2 财务资源 4 2 1 资金配置管理 4 2 2 资金使用效率管理 4 2 3 资金安全监管 4 3 信息 知识和技术资源 4 3 信息 知识和技术资源 4 3 1 信息资源 4 3 2 知识和技术资源 4 4 基础设施 4 5 供应资源 4 4 基础设施 4 5 供应资源 4 5 1 供应管理战略 4 5 2 供应资源开发与确定 4 5 3 总成本的降低 4 5 4 与供应商的沟通和伙伴关系 4 5 5 供应商全面质量保证 4 5 6 供应商绩效考核与持续改进 5 过程管理 5 1 过程的识别 设计 实施与改进 5 过程管理 5 1 过程的识别 设计 实施与改进 5 1 1 过程的识别与设计 5 1 2 过程的实施与改进 5 2 公司业务主流程 5 2 公司业务主流程 5 2 1 合同签订与评审 5 2 2 项目设计和应用设计 5 2 3 采购与顾客财产 5 2 4 生产运作 5 2 5 检验和试验 见6 1 5 2 6 搬运 贮存 包装 防护和交付 5 2 7 服务 5 2 8 现场管理 5 3 公司关键支持过程 6 测量 分析与改进 6 1 测量 分析与评审 5 3 公司关键支持过程 6 测量 分析与改进 6 1 测量 分析与评审 6 1 1 组织绩效的监视 测量 分析与评审 6 1 2 内部体系审核与卓越绩效自我评价 6 1 3 过程的监视与测量 6 1 4 产品的监视与测量 6 1 5 测量设备的管理 6 1 6 不合格的控制 4 1 4 Employee s Rights and Satisfaction 4 2 Financial Resource 4 2 1 Capital Deployment 4 2 2 Capital Efficiency Management 4 2 3 Capital safety supervision 4 3 Information Knowledge and Technology Resource 4 3 1 Information Resource 4 3 2 Knowledge and Technology Resource 4 4 Infrastructure 4 5 Supply Resource 4 5 1 Supply Management Strategy 4 5 2 Sourcing and localization 4 5 3 Total Cost Reduction 4 5 4 Communication and Partnership 4 5 5 Supplier Total Quality Assurance 4 5 6 Supplier performance evaluation and continuous improvement 5 Process Management 5 1 Identification design implementation and improvement of Processes 5 1 1 Identification and Design of processes 5 1 2 Implementation and improvement of processes 5 2 Company main process 5 2 1 Contract signing and review 5 2 2 Project Design and Application Design 5 2 3 Purchasing and Customer Property 5 2 4 Production operation 5 2 5 Inspection and testing see 6 1 5 2 6 Handling storage packaging preservation and delivery 5 2 7 Service 5 2 8 Shop floor management 5 3 Company key support process 6 Measurement Analysis and Improvement 6 1 Measurement Analysis and Review 6 1 1 Monitoring Measurement Analysis and Review of organization performance 6 1 2 Internal system audit performance excellence self assessment 6 1 3 Monitoring and Measurement of processes 6 1 4 Monitoring and Measurement of product 6 1 5 Control of Measuring Equipment 6 1 6 Nonconforming Control 4 6 2 改进与创新 6 2 改进与创新 6 2 1 改进与创新的管理 6 2 2 改进与创新的方法 6 2 2 1 纠正措施 6 2 2 2 预防措施 6 2 2 3 管理决定 6 2 2 4 合理化建议 6 2 2 5 QCC 6 2 2 6 六西格玛 6 2 2 7 竞争对比与标杆对比 6 2 3 统计技术的应用 7 经营结果 7 经营结果 附录 TQMM 手册同标准及程序文件的对照表 6 2 Improvement and Innovation 6 2 1 Improvement and Innovation Management 6 2 2 Improvement and Innovation Method 6 2 2 1 Corrective Action 6 2 2 2 Preventive Action 6 2 2 3 Management Decision 6 2 2 4 Good suggestion 6 2 2 5 Quality Control Circle QCC 6 2 2 6 Six Sigma 6 2 2 7 Competition and Bench marking 6 2 3 Statistic Technology Application 7 Operational Result Appendix Correspondence between TQMM standards and related procedures 6 应用范围 应用范围 本手册适用于厦门 ABB 开关有限公司从识别顾客要求到使顾客满意的所有管理过程 以及那些可为公司控制或 施加影响的环境因素和职业健康安全风险的管理过程 覆盖了公司制造和销售的所有产品和服务 如 1 开关成套设备 2 元器件产品 3 服务 本手册以 卓越绩效评价准则 GB T 19580 为框架 充分整合了 ISO9001 质量管理体系标准 ISO10012 测量 管理体系标准 ISO14001 环境管理体系标准 ISO14021 环境标志和声明 II 型环境标志 自我环境声明 以及 OHSAS 18001 职业健康安全管理体系标准的要求 以及机械制造行业安全质量标准化的要求 所述及的 全面质量管理体系 兼容了质量 测量 环境和职业健康安全等管理体系 当作为认证或日常监督审核用途时 适用内容仅限于认证标准所要求的要素和范围 本手册所遵循的卓越绩效模式框架如下图 II Scope of Application The Manual applies to all the management activities from the identification of customers requirement through all quality management system process to the achievement of customer satisfaction and to the management of those Environmental aspects and Occupational health and safety risk management that the organization can control and over which it can be expected to have an influence It covers all the products that are manufactured and provided by the company includes 1 Switchgear 2 Apparatus 3 Service This manual is designed according to the scheme of Criteria for Performance Excellence GB T 19580 fully integrated with the requirements of ISO 9001 Quality Management System requirement ISO10012 Measurement Management system requirement ISO14021 Environmental labels and declarations Self declared environmental claims Type II environmental labeling OHSAS 18001 Occupational health and safety management system and requirement and the Safety Standardization requirement for Machinery Manufacture Enterprise The total quality management system mentioned in this manual covers the operational system related to quality metrology environment and occupational health and safety While it is used for the purpose of certification or periodical audit only those aspects and processes specified in the related standard shall be applied The scheme of Performance Excellence followed by this manual is as followings 图 1 卓越绩效模式框架图 Figure 1 Performance Excellence Mode framework 7 手册管理手册管理 1 编制 审核和批准 1 编制 审核和批准 本手册由公司内部跨职能小组编制 经质量管理部经 理审核 由总经理批准生效 本手册内容由质量管理部负责解释 以中文版本为准 2 发放 2 发放 2 1 手册的有效版本通过公司 TQSD 数据库进行分发和 控制 2 2 各部门负责人应保证本部门内每个使用者都熟悉 手册中与之相关的内容和要求 2 3 非受控版手册的封底印上 非受控 字样 发给 客户或其他相关方参考 3 修订 升版 3 修订 升版 原则上 本手册随所依据的相关标准的升版或公司经 营的重大变化而升版 手册修订首先由更改人提出修订申请 经质量管理部 经理审核和总经理批准后生效 按文件控制程序 QP05 1 规定进行 4 引用标准 4 引用标准 1 ABB 集团章程 2 GB T DIS 19580 2009 卓越绩效评价准则 3 ISO9000 2005 质量管理体系 基础与术语 4 ISO9001 2008 质量管理体系 要求 5 ISO10012 2003 测量管理体系 对测量过程 和测量设备的要求 6 VIM 2007 国际通用计量学基本术语 7 ISO14001 2004 环境管理体系 要求及使用 指南 8 ISO14021 1999 环境标志和声明 II 型环境 标志 自我环境声明 9 OHSAS18001 2007 职业健康安全管理体系 要 求 10 SSE 机械制造行业安全质量标准化 11 ISO19011 2002 质量和 或环境管理体系审 核指南 5 参考 5 参考 1 GB Z DIS 19579 2009 卓越绩效评价准则实施 指南 2 ISO9004 2000 质量管理体系 业绩改进指南 3 ABB Operational Excellence Program ABB 卓越运营模式 III Control of manual 1 Compiling review and approval The Total Quality Management Manual is complied by a cross function team reviewed by the Quality Management Department Manager and approved by the General Manager The Quality Management Department is responsible for the explanation of the manual Priority shall be given to the Chinese version when conflict occurs between the Chinese version and English version 2 Issuing 2 1 The effective manual is distributed and controlled through the TQSD database 2 2 Department Managers should ensure their subordinates to be familiar with the related contents and the requirement 2 3 The mark of Uncontrolled should be made on the back cover page for those uncontrolled manuals and issued to the customer and other interested parties for reference 3 Amendment and Revision In principle new version shall be compiled if there are major changes with related standards or the operations system of the company 4 Normative Standard 1 ABB Group Charter 2 GB T DIS 19580 2009 Criteria for performance excellence 3 ISO9000 2005 Quality Management systems Fundamentals and vocabulary 4 ISO9001 2008 Quality Management systems Requirements 5 ISO10012 2003 Measurement management systems Requirement for management processes and measuring equipment 6 VIM 2007 International Vocabulary of metrology Basic and general concepts and associated terms 7 ISO14001 2004 Environmental management systems Requirements with guidance for use 8 ISO14021 1999 Environmental labels and declarations Self declared environmental claims Type II environmental labeling 9 OHSAS18001 2007 Occupational Health and Safety Management System Requirements 10 SSE Machinery Manufacturing Industry Safety Standardization Enterprise 11 ISO19011 2002 Guidelines for quality and or environmental management systems auditing 5 Reference 1 GB Z DIS 19579 2009 Guidelines for the criteria of performance excellence 2 ISO9004 2000 Quality management systems Guidelines for performance improvements 3 ABB Operational Excellence Program 8 IV 公司简介 IV 公司简介 ABB 是电力和自动化技术领域的全球 领导厂商 致力于为工业和电力行业客户提供解决方案 以帮助客户提高业绩 同时降低对环境的不良影响 ABB 集团的业务遍布全球 100 多个国家 拥有超过 100 000 名 员工 厦门 ABB 开关有限公司是 ABB 集团于 1992 年 9 月在 中国成立的第一家制造基地 主要为顾客提供 3 6 40 5kV 中压开关设备和元器件等产品和服务 迄今为止 公司已为国内外两千五百多个重点工程提供了优质的产 品和服务 如北京人民大会堂 毛主席纪念堂 上海宝钢 长江三峡水电工程 秦山核电站 广州地铁及壳牌等 公 司全员劳动生产率 人均创利税 高端市场占有率等均名 列中国中压开关行业前列 确立了公司在中国中压开关市 场的领导地位 厦门 ABB 开关有限公司大力引进世界先进的设备和管 理信息系统 采用由计算机辅助设计 制造系统 FMS 柔性 生产线 ERP 企业资源计划管理系统 PDM 产品数 据管理 以及 OA 办公自动化系统 整合成计算机集成制 造系统 CIMS 充分利用人力物力资源 优化库存 提高 质量和生产率 降低制造和管理成本 秉持为所有利益相关方创造价值的理念 厦门 ABB 开 关有限公司率先于1994年通过了ISO9001质量体系认证 1996 年通过 ISO14001 环境管理体系认证 1998 年通过清 洁生产企业认定 2002 年通过 OHSAS18001 职业健康安全 管理体系认证 2003 年公司取得 完善计量检测体系合 格证书 主导产品 UniGear ZS1 UniGear ZS3 2 VD4 和 Vmax 先后获得中国 型环境标志验证证书 2007 年公 司的主导产品获得了 国家免检产品 的称号 2008 年 通过机械制造行业安全质量标准化 SSE 的第三方评审 公司从 1997 年开始实施 ABB 卓越经营模式 2000 年以 ABB 卓越经营模式为框架 建立了兼容质量 环境 和职业健康安全的全面质量管理体系 并于 2002 年成为 全国首家获得 全国质量管理奖 中小企业奖 的得主 获奖以后 公司继续广泛了解顾客需求 坚持 客户中 心论 质量第一 的经营理念 传播卓越经营 积极采 用国外先进技术和科学有效的管理方法 如应用 ABB 卓 越运营 不良质量成本等方法 以持续改进公司的产品和 服务质量以及管理水平 不断向市场推出满足不同需求的 各种系列产品 实现了公司经营的持续稳定增长 公司于 2006 年顺利通过 全国质量奖 的确认评审 公司始终将客户的需求和期望放在第一位 通过积 极沟通 有效处理客户投诉 开展客户调查活动和内部改 进活动 全面提高客户对公司产品和服务的满意程度 建 立长期稳定的伙伴关系 公司建立良好的人力资源发展规 划 注重优秀企业文化的建设 使具有积极性和创造性的 员工在这里充分展现和发挥其才能 IV Company Profile ABB is a leading global company in power and automation area that provide solutions to the utilities and industry customers which helps to improve the customer performance while lowering environmental impacts The ABB Group of companies operates in around 100 countries and employs more than 100 000 employees Established in Sep 1992 ABB Xiamen Switchgear Co Ltd is the first manufacture base in China mainly provides 3 6 40 5 kV medium voltage switchgear apparatus and other products and service Up till now the company has already provided quality products and service to more than 2 500 major projects domestic and abroad such as The Great Hall of The People in Beijing Chairman Mao Memorial Shanghai Bao steel Three Gorges Power Station Qinshan Nuclear power plant Guangzhou Subway and Shell etc The company achieves best performance in productivity profitability in China s mid voltage switchgear industry obtain the largest share in high end market and become one of the market leader in China medium voltage market The company introduce the world s most advanced equipment and information management system integrating the CAD CAM System FMS Flexible Manufacturing System ERP Enterprise Resource Planning PDM Product Data Management OA Office Automation into CIMS Computer Integrated Manufacturing System to efficiently utilize resources optimize the inventory improve quality and productivity and reduce the operations and management cost The company adheres to the philosophy of creating value for all stakeholders and takes the lead in successfully certification of ISO 9001 in 1994 ISO14001 Environment Management system in 1996 passing the cleaner production enterprise assessment in 1998 the OHSAS18001 OHS management certification in 2002 and won the Perfect measure system qualified certification in 2003 The main products Unigear ZS1 UniGear ZS3 2 VD4 and Vmax were awarded the China II Environment Symbol Validation certification successively and won the award of National Qualified Products in 2007 In year 2008 the company passed the third party evaluation for Machinery Manufacture Industry SSE The company began to implement ABB TQSR Total Quality System Review from 1997 and established a Total Quality Management system in the year 2000 including the Quality Environment and Occupational health and safety according to TQSR In 2002 company became the first switchgear manufacturer to win the honor of The China National Quality Award Small and Medium Enterprise After obtaining the award the company continues to collect customer s demands extensively and adheres to company s Customer Focus and No 1Quality Policy spread the performance excellence mode apply the advanced technique abroad and the effective management techniques such as ABB Operational excellence method cost of poor quality etc to continuously improve the quality of product service and management level produce various series of products according to corresponding demands and finally achieve the company s sustainable development The company has successfully passed the National Quality Management Award assessment in 2006 The company always put customers need in the first place Through the proactive communication effective handling of the customer s complaint carrying out customer survey and internal improvement the company increase customers satisfaction on the products and service to build a long term and stable partnership with customers The company has set up a well organized planning in human resource development and concerns the building of excellent company culture to enable the energetic and creative employee to exert their talents 9 公司的绩效改进系统如下图所示 The company s performance improvement system is as follows 图 2 公司绩效改进系统示意图 Figure 2 Company s Performance Improvement Scheme 10 第1章 领导 第1章 领导 1 11 1 高层领导的作用 高层领导的作用 1 1 11 1 1 使命 愿景 价值观和方针 1 使命 愿景 价值观和方针 1 使命和愿景 引领中压潮流 创建一方文化 提升行业标准 使命和愿景 引领中压潮流 创建一方文化 提升行业标准 公司致力于增强中压开关市场的领导地位 不断创新 产品 管理和业务模式 引导市场发展 促进中压行业和 社会进步 i 在开关成套业务方面 致力于为客户提供超值的 先进技术 优质可靠的产品 全面的解决方案和 专业的工程服务 保持世界最大的中压开关制造 商地位 并成为中国最大的中压气体绝缘开关制 造商和世界领先的中压技术领域工程供应商之 一 ii 在元器件业务方面 致力于不断优化产品的设 计 工艺 制造以及质量 满足客户和环境的需 求 成为全球最优秀 最大和品种最齐全的中压 开关元器件供应商 iii 在服务业务方面 致力于为市场提供卓越的工程 方案 安装调试及产品培训服务 成为中国最全 面的中压开关设备服务供应商 公司的使命和愿景 明确阐述了公司整体及其三大 业务领域的定位与发展方向 以及所承担的社会责任 2 2 价值观 价值观 i 为我们的客户创造价值 客户成功 质量优异 创新 客户成功 质量优异 创新 ii 为我们的员工创造价值 员工发展 领导力和人员管理 员工发展 领导力和人员管理 Chapter 1 Leadership 1 1 Roles of Top Management 1 1 1 Mission Vision Value and Policy 1 Mission and Vision Our mission and vision are to be leading edge of medium voltage innovations standardize measurement and inspection procedure ensure that people are well trained responsibilities and management work have clear standards and procedures 7 Environment health and safety policy Protection of the environment and reduction of the OH b protection of the environment c protection of properties vii Encourage the suppliers to establish sustainability policy and system similar to us viii Set objectives for continual improvement and commit to implement Cleaner Production prevent injury and disease continually improve the environmental and OH 2 the process and effectiveness on quality measurement environmental and OH as well as external communication among customers suppliers and related parties The company shall ensure everyone understanding above aspects clearly and consistently so as to guide the daily work and behaviors for employees The company shall ensure all employees and related individuals appropriately participating in hazard identification risk evaluation and determination of controls and accident investigation The company shall prize and recognize the employees and interested parties with high performance in order to strengthen its development direction and management focus 1 1 3 公司文化建设公司文化建设 公司的使命和愿景 价值观及方针是公司文化的核 心 公司将 ABB 集团先进和中华优秀的文化理念融为一 体 营造跨文化员工同心协力 创新守信的一方文化 以 多元化创造活力 以一体化提高效率 开拓 共赢并追求 卓越 公司倡导 1 守法重德 既要求遵守法律法规 商业道德和 纪律 又给予在工作 学习上的自由度 2 改进创新 既鼓励个人能力展现 也强调团队 合作 3 团队和个人的学习 既注重员工个人的学习和 职业发展 致力于培育未来的领导人 又强调 以知识和经验分享促进全团队组织的学习与长 期成功能力的修炼 4 快速反应和灵活性 既注重 迅速 理念的宣 导 更致力于对周期时间的监测和改进 5 员工的主动性和方法的多元化 无论新方法来 自 ABB 内部还是外部 公司员工应认识和理解 为建设一个保证长期持续发 展的公司文化贡献自己的力量 是每位员工的权利和义 务 1 1 3 Corporate Culture The company mission vision value and policy is the core of company culture The company integrates the ABB Group s advanced culture with Chinese excellent culture builds a synergic innovative and faithful culture among cross culture employees creates vigor in diversity culture enhances the efficiency by integration keeps developing and win win with partners and strives for excellence The company advocates 1 Compliance in legislative requirement and emphasize with the moral ethic Employee shall comply with statutory and regulatory requirements business ethics and discipline also they were entitled to have freedom in work and study 2 Improvement and innovation Encourage individual performance and emphasize teamwork 3 Team and individual learning Concern about employee s individual learning and career development commit to cultivate future leaders also attach importance to knowledge and experience sharing to promote