CQI Quality Matters Handbook
Transcript of CQI Quality Matters Handbook
8/6/2019 CQI Quality Matters Handbook
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quality
matters
8/6/2019 CQI Quality Matters Handbook
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Why is quality important?
Quality is defned by the customer anddierent customers may have dierent
requirements rom a product or service.
As a proessional discipline, quality involves
working to make an organisation, a
product or a service increasingly ft or
the customer’s purpose.
q pon o o vd –
o nng h ood w won’ k
nd doco n o hop w
nd, o kng h ob
phon w dgnd nd podcd o w
hv pc o pn h won’
down. Whn wok, w k o
gnd. i on whn , h w
v.
Fo ognon, ppoch v o nn h bn nd gow n h
. mn w-known gob ognon
hv on d h ponc o
whn w oo nd h pon hd
bn v dgd.
Ognon ng chn cn
xpc o b:
• Pofb – wh hh boo n
• s – copn wh gon
• Gn – opng wh dcd ng
co, n nhncd pon nd b
pcd o pond o gon
• ipovd – conn b o fnd w o
do hng b
• F o ppo – dv on po, h
f , v
• innovv – dnf gp n h k
• Podcv – c pov nd
dv p o cpc
• efcn – n w pcc
• snb – w b ond o n
o co.
th book ook h n w
poon wok on podc ndwh ognon o k h b –
o fcn, nnovv, podcv nd
nb. i cb h pon o h
ppoch, poon nd
h n chvn.
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The role o the quality proessional
q poon gv confdnc oo ognon. th n n
poon o dn nd n n k o
bn h cn dvop n ovvw
o n n ognon nd how wok.
q poon cn wok o pov
v pc o n ognon, o how
hng don o pon pc on h
nvonn.
q poon cn wok n v
whn n ognon b h php
o cv whn h nvovd
n png ogh g nd pn.
a h v, h cn k h h
ognon ng bn objcv
nd g obgon, povdng
confdnc bod v.
q poon k n ognon
w o oppon o pov, ch
bng o nnovv n podc dgn,
vng on b vwng pp o
chngng h w hng don o dc
co nd v . th k o h
oo nd chn h hv n
n con, o cono ch o h bncdcocd, o k h podc nd
ognon b.
q poon k o
copn’ pon w b pocd
nd vn nhncd nd h pojc
dvd on nd on bdg who
ong . th dvop ngn
nd c o ndpndn d o
wok o chck h o wh bngpodcd o h cn k povn
nc.
q poon o no,
hpng cog wh nh nd
pnc o g o gp wh bn
povn oo nd ppoch.
th gh ncd h vw nd
dgn o poc, co onhp
ngn nd pob ovng, o
whch k o h cc nd pofb
o n ognon.
q poon wok o k :
• evon n h ognon wok
owd h go
•th ognon’ go k n o
khod
•th ognon h h oc nd
cpb o ch go
•th ognon cn dn nd
n k
• Oppon o povn ond
nd pnd.
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More efcient
q poon wh h knowbo n ognon’ ponc nd
k o dv owd povn nd
ov w o k h ognon
o fcn nd o pofb.
q poon o p o
k bn nnng w
cn b. th ndd ch isO
9001 o whh ch
o good nd poon
o oh od ch h bncd
cocd nd h bn xcnc od
o dv povn co copn.
spcfc bn povn pojc cn
k o ng o cognd
oo nd chn ch x g, nnd h cpb od.
i pon h poon
cn dvop h k ndd o no
oh nd pow h o k h
own povn, nng c
hogho n ognon.
Who o dn, po nd
k povn nd whch von
h bogh no, n ognon w no b
b o pov. Ognon h do no
chng o h nd o h co
o o k h ponc o cv
cnno conn o b vb.
Emma Sloan, MCQI CQP, is a
quality engineer at Sellafeld
Dng13 n h nc
nd, e h cd o
nb o bn dvopn
nd povn nv.
sh cc dgnd
nd pnd
ngn whch
gnd cfcon o isO
9001. th gnfcn povd
h copn’ pon o
p- o nd nd
bn wn conc.sh o cd £10 woh
o nd hogh p-
fcon poc ov
on-onh pod b ong
nc nd cono o
copn opon o pon
co. Ov x-onhpod e o nod n
ndgd bn dn
o Chn wh go o
dvop h concon k.
e : ‘q cn b
pcvd n “dd on” h
hn co cv, ho
o conn wh cvwhch poo h ngon
o pncp nd concp
no vd bn poc
j nc nd bhvo
pncp hv bn
d.’
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New ideas
scc ognon conn vovng. th chng h podc, vc
nd poc – h k ngng chng
v k. q poon dp
ngng chng h conn vw
podc, poc nd pn o wh
povn cn b d.
q poon cn k bd’
vw o o ognon nd hnk
bod bo conncon. th cn
hn cogn h pon gp nd
o povn h cn d nnovon.
th fnd who-ognon oon h
dv nnovon nd povn co
h bn. Fo nnc, h hn ookng
ch nd dvopn ncon n
oon, h cn cond how wok
wh nd kng, podcon nd
co vc.
Gareth Jones, ACQI, is a quality
auditor at Mclaren Automotive
On o h k nnovon
mcn aoov ov
h fv w h
nodcon o gw o h podcon n.
Gh xpn: ‘in 2006, o
fn-vhc d co w
hgh nd w hd o o wok.
‘to ck h w ghd h
d d o 150 vhc
o n. th nx p wdvopng nd pnng
o chck h o h
podcon n o con h
dnfd – o
gw. i nd b o
h podcon o po
gw d on ch vhc.’
th nw gw owd h
o gn h
noon on h o
d bck o h ncng
ngnng o oon.
Pvo, Gh nd h
cog ond bo 45 p c pon n vhc
dng. a h gw w
bhd, h pd hd
vhc wh zo nd h
vg o h w j
h pon p c.
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Better use o our resources
Dan Keeling, FCQI CQP, is the
ormer head o quality at Union
Railways North
in 1996 london nd Connn
rw w wdd h
concon o bd h Chnntnn nk known
Hgh spd 1. Hs1 w h uK’
f hgh pd w nd n
o 100k bwn london nd
h Chnn tnn.
Wokng ogh on h pojc,
unon rw pojc cn
nd r lnk engnng pojc ng, h copn
dvopd nw ppoch o
pojc dng nvovng h
k khod. th d
povdd boh ognon
wh h oppon o ncov
, concn nd chng n h xcon o h pojc. th
w c: h pojc
n o nn nd pod
wokoc o o hn 1,000
pk. in Novb 2007
h £5.8bn pojc opnd boh
on nd whn bdg.
Dn : ‘i cn b gd h h nw dng ppoch
w conbng co o
h cc o h pojc
nd o chvn o
eopn Fondon o q
mngn wd.’
a poon on o h wn n ognon who ook co
ndpndn poc nd h h
ho o chck h wokng
ogh o bn objcv
w ndndng wh co nd
khod nd.
q poon cn povd h
vc hogh d, boh nn nd
b cng xn d. th don
g o oon wh cpbod o
o d − h poon no n
nn pocn. q poon
wok n pnhp wh ndvd nd
o c povn.
th wod b v o n ognonn h ncon pong o h bod
o gv confdnc h n ognon
b o dv gn pn, ch n h
w h fnnc d gv nc
h n ognon’ fnnc oc
n od.
i nn d no d, dfc o
n ognon o b confdn h bn
objcv cn b . i o pob
o ndnd h poc nd poc
oowd n pcc. th cod v
n ognon opn o k n g
copnc, connc nd h b
o opon.
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More sustainable
scc bn pn o ong-,nb dvopn nd k no
ccon h oc nd nvonn pc
o h cv – h ppoch cn on
nhnc h pon o o ognon.
Con on p o b o
oc ponb copn, wh bn
co gh choo nb pp
p o h own con o
nb dvopn.
q poon cn ppo h
ppoch b kng h h pc
o v p o n ognon on h
nvonn nd oc condd.
th cn ook o pon ng vngwhn o ognon w gng
nvovd n o pp chn o ook h
pp o nd h conc h
n pc. th cn po chck o k
o wokng wh pp who
cop wh o poc on nb, o
nnc condng h nvonn nd
ng h po .
B dcng h k n o bn nd
howng h w ngd ng
ppoch, poon w
o k o o ognon o
c nvo, o wok wh go nd
o n bn w no h .
Joseph Fay, MCQI CQP, is CMS
supply chain manager – Europe
at GE Water Process and
Technologies
achvng on o h hgh
co n n h Cbont sndd n
poc 90%, h
h Ge W Pn n Wdn
h conn wokd hd o
dc h pn’ cbon doxd
on – dcng cbon
oopn b hd nc 2007.
Hvng bhd nisO 9001 nd isO 14001
cfd ngn ,
Joph, o pn ng,
nd h ngd
h Cbon t sndd’
n no h .
No on h h wok owd
down h poc o c
chng, bnfng von,
b h copn h o vd
on b dcng on –
wh 20% vng on co
n 2009 copd o 2007.
Joph : ‘W wb o don h
“cognon” w o
Ge nd h oo ch n
hp o dv h bhvo
chng d o dc o
cbon oopn.’
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What can you do to promote quality?
1. Pass this booklet on to a riend2.Get involved with the CQI as a volunteer on a board, branch
or special interest group
3. Email [email protected] to volunteer as a spokesperson or CQI
4. Host a World Quality Day event at your organisation
5. Visit www.thecqi.org or other ways to get involved
About the Chartered Quality Institute
th Chd q in h uK chd bod o
poon. ebhd n 1919 nd o h in
o q anc, w gnd ro Ch n 2006, nd
bc h Cqi n Jn 2007. th Cqi x o bnf h
pbc b dvncng dcon n, knowdg o nd h pcc o
n nd , coc, h pbc co nd h von
co. in ho, h Cqi x o hp k bn b.
W poo h ngn ppoch, bd on pnnng,
n nd povn, whch dv h oowng
bnf o ognon:
• ipovd co con
• rdcd co nd povd pofb
• ipovn nd nnovon
•
idnfcon nd ngn o k • Copo c nd ponb.
Chartered Quality Institute
t: +44 (0)20 7245 6722
www.hc.ogPnd n h uK b avn Pn mngn
on ccd nd nvonn nd pp
© Chd q in 2010