质量管理论文

1 1 0 Introduction In this part it will analyze Volkswagen and Air China to explain the quality of these companies 2 0 Definition of Quality Quality is the customers perception of the value of the suppliers work output Quality can satisfy customers needs by products and services for all companies Quality 2 1 Volkswagen Volkswagen was founded in 1938 headquartered in Wolfsburg Germany is Europe s largest automobile company in the world auto industry one of the most powerful multinational corporations In 2004 Volkswagen Group of consumers to the global total of 5 000 000 vehicle sales Volkswagen Volkswagen brand has always provide customers with the best cutting edge scientific and technological achievements originality of design and almost all vehicle segments in the best quality products In addition to its car products including Golf Passat Lupo and Polo and other medium sized and small cars It ranks one of the top ten auto mobile companies in the world Cars as modern tools it has high quality requirements For functionality Volkswagen has a good road holding this gives the car a low center of gravity for increased cornering speed and improved road holding capabilities In addition Volkswagen has high technology and strong power so that it is comfortable and meet most people s need For appearance Volkswagen is very simple For reliability Volkswagen s mean time to failure is longer than other cars For durability most of Volkswagen cars can use more than 15years For recovery Volkswagen s maintenance is very convenient because there are many 4S shop all over the country and the employees in 4S can repair their cars quickly For contact staff in 4S are patient and friendly they can check and repair cars in short time bacause they have rich experience about cars 2 2 Air China Air China founded in 1955 The director is Wangchangshun As a company that is 2 about service Air China offers some good services to customers Air China is the only airline which caries the national flag which not only provides international and domestic passengers s transport services but also offers special plane tracks for national leaders Air China For functionality and appearance Air China is very safe and the environment is very clean and comfortable In addition they offer drinks and meals for free and they also offer car and hotel booking services For reliability Air China keep to the published flight times so people can arrive on time For durability all of these planes in Air China are well equipped For recovery if the planes cannot take off on time they can provide extra service such as food drinks or hotels For contact all of these staff have good looking they are polite and friendly to customers they always smile to customers and they can offer good customer service 3 0 Measurement of Quality If company evaluates their companies they will use accepted targets for effectiveness and efficiency to compare with other companies to measure their quality such as benchmarking Benchmarking is the process of comparing one s business processes and performance metrics to industry bests and or best practices from other industries It include internal benchmarking and external benchmarking 3 1 Volkswagen For appearance Benz is better than Volkswagen Most of Benzs looks very fashionable and trendy There are different kind of cars in Benzs such as suvs and open car All of these cars are very populary But Volkswagen is not It always use for taxi so the appearance of Volkswagen are very simple and no characteristics In addition the oil consumption of Volkswagen is more than Benz With the development of oil s price people would rather buy a expensive cars which can save oil than buy a cheaper care which always waste oil So Volkswagen company should reduce fuel consumption and change the appearance of cars with people like A few years ago Volkswagen just can use tapes to listen to music it limits people s 3 fun Nowadays people not only can connect MP3 to listen to music by USB but also can watch movie in cars 3 2 Air China Singapore Airline have a lot of famous cook to make delicious food But Air China just have simple food such as bread and coffee There are some independent display screens behind these seats in Singapore Airline people can find a lot of programs which they like and they can play thousands of games in these independent display screens So customers cannot feel boring when they take airplane But in Air China there are not programs and recreation facilities Customers will feel boring when they in the plane A few years ago Air China just can by tickets at the ticket windows Sometimes people cannot buy ticket because he or she miss the sale of ticket times Nowadays people can buy tickets on internet or hotel they will not worry about miss the sale of ticket times bacause these ways are very quick and convenience 4 0 Conclusion In conclusion this report explained what quality is by introducing Volkswagen and Air China First it introduced Volkswagen and Air China Second it introduced quality characteristic of Volkswagen and Air China Quality characteristic included functionality appearance reliability durability recovery and contract Third it introduced measurement of quality In measurement of quality it introduced benchmarking which can measure the quality of products and services by comparing with external party and past performance 4 1 0 Introduction In this report it will introduce ISO9000 TQM GMP and HACCP In addition it also introduce how these systems work and communication and record keeping of these system 2 0 ISO9000 ISO 9000 is a family of standards related to quality management systems outlines the requirements needed to ensure organizations meet the needs of its customers while striving to meet their expectations The standards are published by ISO the International Organization for Standardization and available through National standards bodies ISO 9000 deals with the fundamentals of quality management systems including the eight management principles on which the family of standards is based ISO 9001 deals with the requirements that organizations wishing to meet the standard have to fulfill It includes ISO 9001 ISO 9002 ISO 9003 and ISO 9004 What is ISO9000 ISO 9001 standard is an internationally agreed upon set of regulations that manufacturers use for quality control and management ISO 9002 is a standard issued by the International Organization for Standardization ISO that guided the work related to quality assurance in production installation and servicing ISO 9003 is a standard developed by the International Organization for Standardization ISO that guided the activities of final inspections and testing ISO 9004 is a quality management system that is implemented to improve organizations who have an existing ISO 9000 series quality management process 2 1 The specific steps to prepare for ISO9000 registration Access the company whether they have rights to apply ISO9000 There is a executive representative communicate with ISO external organization and lead the internal quality council made up of senior managers and managers Set up the teams of quality management implementation Have an internal study in order to establish a baseline 5 Draw up a plan between current QS and ISO 9000 Every documents of company is as evidences show to auditors Keep new quality system for three or six months and then enterprise need to apply new quality system 2 2 Advantages of ISO9000 Creates more effective operation and increases customer satisfaction and retention Reduces some audits and enhances the marketing Improves motivation of employee and lets them work hard Increases profit and increases productivity 2 3 Communication and Record Keeping If communication between those who are on different levels of authority within the company it is verticle communication On the other hand if communication between people is on the same level of authority it belongs to horizontal communication There is a executive representative communicate with ISO external organization and lead the internal quality council made up of senior managers and managers In addition ISO9000 convey the information to customers by label If customers see the label of ISO9000 when they buy product they can know the product is very safe and has high quality For record keeping it s necessary to record the evidence of thorough planning and detail process forming a document or SOP Standard Operation Procedure called a facility quality manual which is essential for the auditors 3 0 TQM Total Quality Management TQM is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback TQM requirements may be defined separately for a particular organization or may be in adherence to established standards such as the International Organization for Standardization s ISO 9000 series TQM can be applied to any type of organization it is originated in the 6 manufacturing sector and has since been adapted for use in almost every type of organization imaginable including schools highway maintenance hotel management and churches As a current focus of e business TQM is based on quality management from the customer s point of view TQM focus on customers customers include internal customers and external customers Customers in the market can do some feedback and complaints to the business Employees and staff can do some researches to customers in order to get some advises 3 1 There are 4 procedures of TQM Deming cycle is a four stage process used for solving problems in business It is also called the Deming whee This stands for plan do check and act PDCA is related to TQM because it also has circular process Company can use Deming cycle to improve the operation of company PLANDO ACTCHEC K Plan plan ahead for change Analyze and predict the results Do execute the plan taking small steps in controlled circumstances Check check study the results Act take action to standardize or improve the process 7 3 2 Communication and Record Keeping Each department of TQM will keep close contact and cooperation to ensure the quality of products and achieve better economic benefits TQM must try their best to build quality file making quality information can be traced Setting up quality file can make them gain experience from the historical statistics Eventually they can make the prevention measures and reduce the process of exploration In addition quality file after the establishment once appear quality accident TQM can find the cause of the accident according to the document 4 0 Good Manufacturing Practice A good manufacturing practice GMP is a production and testing practice that helps to ensure a quality product Many countries have legislated that pharmaceutical and medical device companies must follow GMP procedures and have created their own GMP guidelines that correspond with their legislation Basic concepts of all of these guidelines remain more or less similar to the ultimate goals of safeguarding the health of the patient as well as producing good quality medicine medical devices or active pharmaceutical products What is good manufacturing practice Manufacturing processes are clearly controlled All critical processes are offered in specifications to ensure consistency and compliance Manufacturing processes are controlled and any changes to the process are assessed Changes that have an effect on the quality of the drug are defined as necessary Instructions and procedures are written in clear and unambiguous language Operators are trained to carry out and document procedures Records of manufacture including distribution that enable the complete history of a batch to be traced are retained in a comprehensible and accessible form The distribution of the drugs minimizes any risk to their quality A system is available for recalling any batch of drug from sale or supply Take appropriate measures check the defective drugs and prevent recurrence 8 Good manufacturing practice not only can protect consumers rights and interests but also can ensure safety about use product In addition company can rely on GMP In accordance with the rules of doing things in accordance with the law to solve problems Carry out GMP is the responsibility of government and law if a drug cannot pass this test it will not sell in market 4 1 Communication and Record Keeping Customers can know the information of durg according to explain which Printed in the medicine box Such as Batch number Functions and indications Drug composition and Taking method In addition if customers have side effect after they have the drug they can find the batch number about the drug and they can analyze the drug and find the method to solve the problem 5 0 HACCP HACCP Hazard Analysis Critical Control Point is the recommended approach to control the possibility of allergen contamination Critical points for control of the hazard from allergens that food companies need to consider include employee training and supervision product design and formulation supply chain of raw materials manufacturing premises equipment and processes cleaning and packaging and labelling What is Hazard Analysis Critical Control Point The operation about HACCP Conduct a hazard analysis check the process of making food and identify any hazard such as biological chemical or physical property that may cause a food to be unsafe for human consumption Identify critical control points A critical control point CCP is a point or procedure in a food manufacturing process which people can control As a matter of fact people can prevent a food safety hazard and reduce to an acceptable level 9 Establish critical limits for each critical control point people can control the point and prevent eliminate or reduce to an acceptable level Establish critical control point monitoring requirements monitoring creating process monitor every critical control points identify when critical value are not met Establish corrective actions Corrective measures in order to monitor process found critical value are not met Confirmed set up to ensure the effective operation system of HACCP confirmation process Establish record keeping procedures The HACCP regulation requires that all plants maintain certain documents including its hazard analysis and written HACCP plan and records documenting the monitoring of all the procedures Manufacturers can use HACCP to reduce the hazard of food such as biological chemical or physical property According to HACCP it not only can reduce the hazard when they product food but also can improve the leve of people s life 5 1 Communication and Record Keeping When customers see the label of HACCP when they buy a product customers will think the product is very safe The record keeping of HACCP should include some information such as the characteristics of the product course of working and the signature of operator All records will be kept for one year When a product goes wrong workers of HACCP should solve it within a week 10 6 0 Similarities between the Four Quality Schemes Table 1 Similarities between the Four Quality Schemes Differences between the Four Quality Schemes FactorISO 9000TQMHACCPGMP CostMediumHighLowMedium PurposeHelp organizations ensure that they meet the needs of customers and other stakeholders Improve the quality of productions and services until customer feel satisfied Check the process of making food and identify any hazard and Reduce the probability of such occurrence Make enterprises to improve health environment discovered the problem in the process of production and try to improve Table 2 Differences between the Four Quality Schemes FactorsISO 9000TQMGMPHACCP Internal Standard Internationally recognized worldwide PeopleClosely linked with people s life Staff Involvement It need a lot of people to take part in 11 7 0 Conclusion In the conclusion there are a lot of information about ISO9000 TQM GMP and HACCP In addition it also introduced how these systems work and communication and record keeping of these system First it introduced a lot of information about ISO9000 such as what is ISO9000 how ISO9000 work and advantages of ISO9000 In addition it also introduced communication and record keeping of ISO9000 If customers see the label of ISO9000 when they buy