Toplam kalite yöntemi ve ISO 9000 uygulaması
Başlık çevirisi mevcut değil.
- Tez No: 56015
- Danışmanlar: Y.DOÇ.DR. ALPASLAN FIĞLALI
- Tez Türü: Yüksek Lisans
- Konular: Endüstri ve Endüstri Mühendisliği, Industrial and Industrial Engineering
- Anahtar Kelimeler: Belirtilmemiş.
- Yıl: 1996
- Dil: Türkçe
- Üniversite: İstanbul Teknik Üniversitesi
- Enstitü: Fen Bilimleri Enstitüsü
- Ana Bilim Dalı: Belirtilmemiş.
- Bilim Dalı: Belirtilmemiş.
- Sayfa Sayısı: 92
Özet
ÖZET Tüketicinin son söz sahibi olduğu günümüzün rekabet ortamında, müşteri denilen kitleye ulaşarak ele geçirmenin tek yolu çağdaş anlamda kaliteyi uygulamaktır. Bu uğurda yapılacak tüm çalışmalar firmaları bir kalite sistemi kurmaya götürür. Böylelikle üretimlerinde uygulayacakları kalite anlayışı, günlük ve çalışma yaşamlarını da etkileyerek, yaşam felsefesi haline gelecektir. Bir işletmede yapılan her işlemde, kalitenin hedef olarak görülmesi işletmeyi Toplam Kalite Yönetimi kavramına götürür. Bu kavramın ana ilkesi olan ürün ve insan kalitesi, firmalarda sürekli bir gelişmeye zemin hazırlar. Çalışanların devamlı bir eğitim sürecinde bulunmaları ve kendi kendilerini kontrol edecek düzeye gelmeleri bu yönetim biçiminin somut göstergeleridir. Hataların müşteriye ulaşmadan oluştuğu anda önlenmesi sonuçta sıfır hata hedefine ulaşılmasını sağlar. Dokümantasyon sayesinde de izlenebilirlik sağlanır ki bu da kalite sisteminin belkemiğini oluşturur. Kalite Sistemini kurmuş bir firmanın bunu uluslararası bir kalite standardı belgesiyle kanıtlamak istemesi doğaldır. Günümüzde ISO 9000 Belgeleri bu ihtayaca cevap vermektedir. Firmalar, proses yapılarına göre kendilerine en uygun olan belgeyi seçip, onu elde etmek için çaba harcamaktadırlar. Bir çok firma hedefledikleri belgeye sahip olabilmek için kalite sistemlerini bu belgeye göre yeniden düzenlemektedir. Bu uğurda, düzenli ve sürekli eğitim, prosedürlerin yeniden düzenlenmesi ve belirli aralıklarla iç denetim yapılması gibi çalışmalar gerçekleştirilir. ISO 9000 belgelerinden birine sahip olan firma, gerek ülke genelinde, gerekse uluslararası pazarda, resmi bir kuruluşça onaylanmış bir kalite sistemi uyguladığını kanıtlamış olur. Ancak böyle bir belgenin varlığı o firmanın hiçbir eksiğinin ya da aksayan noktasının bulunmadığı anlamına gelmez.- Her firmada bu tip, sorunlar yaşanmaktadır. Önemli olan kurulmuş olan kalite sisteminin de yardımıyla, aksayan noktaların düzeltilmesi için çaba göstermek ve kaliteyi hep ana hedef olarak tanımlamaktır. ıx
Özet (Çeviri)
SUMMARY TOTAL QUALITY MANAGEMENT AND THE APPLICATION OP ISO 9000 In today's highly competitive marketplace many organisations offer almost the same range of products or services. Being preferable for the customer depends on the quality of the total service offered. The factory which is run by caring only about the cost and the profit will never be successful in the marketplace since the quality seems to be the most important factor. The ones who want to satisfy the customers in such a competitive world should remember that the only key to achieve this goal is the quality. When people talk about quality, they should refer the same definition. As a word“quality”has many different definitions, ranging from the conventional to those which are more strategic. Conventional definition of quality usually describe a quality item as one that wears well, is well constructed, and will last a long time. Another definition is the image of excellence, first-rate, the best. However, managers competing in the fierce international marketplace are increasingly concerned with the strategic definition of quality: meeting the needs of customers. Since the customer is the one who decides what to buy, he is the one who makes the rules. So, in such a competitive marketplace, managers should be aware of the fact and adjust their products and services according to the needs of the customers. In time many different definitions had been made by the quality gurus like Juran, Deming, and Crosby. They all had meant the same thing; satisfying the customers' needs and requirements are principal. So, here we have a brand new and complete definition for quality. Quality is a business strategy that provides goods and services that completely satisfy both internal and external customers by meeting their implicit and explicit expectations. This strategy utilises the talents of all employees, to the benefit of the organisation in particular and society in general, and provides a positive financial return to the shareholders. Today, the upper managers are well aware of the benefits which quality brings. Higher quality enables companies to increase customer satisfaction, to make theproduct salable, to meet competition, to increase market share, to provide sales income, to secure premium prices. Also by means of producing the quality companies reduce error rates, rework, waste, field failures, warranty charges, customer dissatisfaction, inspection and shorten time to put new products on the market. Quality enables the companies to increase yields and capacity and is such a major effect on cost since the high qualfied production costs less. Since the quality is a business strategy, it is everybody's responsibility in the company. High qualified goods could be produced by only high qualified employees. So, to have“quality”in the production, a company must have“quality”in every respect. From the first line to the last one, in every step of the production process and in the management, there must be the concept of quality. People who manages the organisation should be serious about producing the“quality”. They all must know that the quality is not to be controlled but to be produced. To achieve this goal, organisations must consist of high qualified employees in every department and control themselves to correct the mistakes they have just done and produce the high qualified goods. To create such a result, organisations need some new kind of management system. The management system which fulfils the requirements of the organisations of that kind could only be“Total Quality Management”. Total Quality Management is based on the following principals: customer focus, process improvement, total involvement. Any organisation, whatever is its operating field, can apply the Total Quality Management in order to have equal advantages with their competitors. To be successful in implementing the system, managers must be the leader and all the employees must be informed in details about this strategy.“Customer focus”concept defines two types of customers. One of them is the internal customer, the other is the external customer. Everyone, every department, every operating machine takes the next process as the internal customer. This kind of thinking leads the employees to try to be perfect in their process. So that the next process is to be satisfied. by the quality of the previous one. As the result of that strategy, the product which is ready to meet the external customer's needs fulfils the requirement of the quality concept.“Process improvement”is another principal of quality. It requires a continuous improvement in every process. The first goal of continuous improvement is processes that are reliable. That requires the production of the desired good each time with no variation. If variability has been minimised and the results are still unacceptable, the xisecond goal of process improvement is to redesign the process to produce a good that is better able to meet the customer ' s requirement. The last one of the three principles of Total Quality Management is“total involvement”Total involvement begins with the active leadership for the senior management. All the employees should utilise their talents in the organisation to gain a competitive advantage in the marketplace. Employees at all levels should care about solving problems which may occur during the production, improving processes, and satisfying customers. At the operators' and workers7 level, total involvement could better be described by Quality Circles. Quality Circles are the solid proofs of solving the problems which occur on the machine during the production. Forming Quality Circles is the best way to be successful in process improving. Managers can never get to know the problems on the machine as good as the operators can. Since the operator is the one who knows the machine best and examines the production during all the process, he is the one who knows the details. To complete a picture details are very important. To solve problem of that kind, the operators should be consulted and be let to produce solutions. They should form groups and work on the problem. The solution they find will be the most appropriate one to be applied by themselves. Quality Circles are also very good for the motivation of the workers. They feel the importance of the work they are doing and contribute to satisfy internal and external customers. Communication is one of the most important factors of Total Quality Management. The flow of the information and documents is the main characteristic of the system. Total Quality Management requires a perfect team work. Everybody in the company works by caring the others' responsibility and tries to avoid the problems which may occur in the other departments. Employees share the work and each is well aware of his responsibility and the limits of his authority. Forming a team requires a common goal shared by everyone. In a company, such a goal can be described as developing the share in the marketplace and improving their activities. Therefore, to achieve this goal, every employee in the company does his best and believes in the campany's culture. Total Quality Management has many supporting principles such as education, training, communication, self-controlling, documentation, process controlling, and leadership. They all support the implementation of Total Quality Management. XllWhen a company believes that its quality system is completely implemented, it feels the need of proving it by an internationally recognised standard, such as ISO 9000. ISO 9000 demonstrates that the mentioned company takes customer requirements seriously and has implemented system to recognise and ensure conformance to those requirements. There are three major parts within the ISO 9 000 series against which the quality system of the company can be developed. They are the followings: ISO 9003 applies only if assurance of conformance to requirements can be determined purely by inspection or test of the complete item. This standard is very rarely the most appropriate basis for a quality system. It is generally necessary to control other processes to ensure conformance to customer requirements at minimum cost. It is not usually adequate, or cost effective, to rely on final inspection and test for this purpose. ISO 9002 covers all the processes common to those business which carry out manufacture and delivery of a product or service but which are not involved in the original design of that product or service. ISO 9001, which is the most comprehensive of the standards, covers the requirements of ISO 9002 and also the controls necessary over design activities. The standard applies equally to the desing of products or services. It applies where the design itself (in the form of specifications, reports or drawings) are delivered to the customer or where the supplier produces the product or service and then delivers this to customer. Besides the standrads mentioned above, there is another called ISO 9004 which is not a standard itself like the other three. But it contains all the required documents and all the suppliying elements for the implementation of the quality standards. The implementation of one or more than one of the ISO 9000 Standards have many steps which none of them can be omitted. They are the followings: * Convincing the serior management to have ISO 9000 Standard, * Choosing the adequate standard for the processes, * Forming a group for the implementation for the standard, * Re-installing the existing quality system according to the requirements of the standard, * Applying the changes to the quality system, * Preparing the quality manual, Xlll* Education and training for ISO 9000, * Preparing the supporting documents for the quality manual, * Identifying procedures of work instructions, * Installing a system for internal audits, * Applying for the audit and having the quality system audited by the inspection, * Continuous controlling and internal auditing. Since an ISO 9000 certified company proves that during all the production customer's requirement and needs are principal, it will be a stronger competitive in the marketplace. Customers will know that all the operations are documented and the product they receive will have no damage. In the case of any error ocurs it is not difficult to find out the reason by technical data. For the customer it is such a great comfort to be sure of the quality of the product and the service delivered. Besides such positive effects of the ISO 9000 Standards, there are some yrealities which must be faced by companies. After one of the Standards are given to a company, it must be audited every six months by the external inspectors which had given the standard. These auditing are as serious as the first one and there is a possibility of losing the certificate for the company. It is such a serious lost of customer confidence which cannot be regained easily. ISO 9000 Standards require a functioning quality system to be implemented. The companies which make the application for the standard must be feasible in that way. When they have one of the standards they are considered to be perfect by their customers and have their confidence. But even in an organisation of such a company, there might be many things which are not as they are supposed to be. They may have defaults. But here, the most important factor is that they have a goal such as improving their system and correcting themselves. They are serious about solving problems by discovering the reason and sometimes by means of a kind of re-engineering studies. Since the world keeps changing every day, it is necessary to change the system regarding the requirements of the new day. For a company, being aware of the defaults and trying to correct them are the first steps on the way. which will lead it to a successful future. In conclusion, being successful and preferable in such a fierce competitive marketplace, organisations should adopt themselves to the requirements and needs of the customers and take the quality as the essential component in every activities they have. xiv
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