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Iso 9000 - John Oaklands model for total quality management.

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ISO 9000 IAN SCRAGGS JOHN OAKLANDS MODEL FOR TOTAL QUALITY MANAGEMENT John Oakland has devised a model for total quality management, which is widely used when looking at the subject of quality At the core of John Oakland's model is the customer-supplier interface, both externally and internally and at each interface lie a number of processes. This core must be surrounded by commitment to quality, communication of the quality message, and recognition of the need to change the culture of the organisation to create total quality. These are the foundations to which are added the systems, tools and teams, which are the management functions. Customer supplier chains There exists in each office, home or department a series of suppliers and customers. These are "quality chains" and they can be broken at any point by one person or piece of equipment not meeting the demands of the customer, internal or external. Failure to meet the requirements in any part of a quality chain has a way of multiplying and failure in one part of a system creates problems elsewhere, leading to yet more failure and problems. The ability to meet customer's requirements (internal and external) is vital. To achieve quality throughout the organisation each person in the quality chain must be trained to ask the following questions at every customer interface. The price of quality is the continual examination of what the requirements are, and the organisations ability to meet these requirements. ...read more.


Understanding processes so that they can be improved upon requires the use of tools or techniques known as SPC (Statistical Process Control). SPC will reveal whether a process is in 'control' i.e. stable with only random variation or 'out of control' and needing attention. It also warns when performance deteriorates and can help with long term defect reduction or elimination lf causes of variation. PEOPLE People are a key element in an organisations approach to total quality management in their involvement in improvement activities both individually and through involvement in teamwork. Teams have a number of roles to play in the process of continual improvement such as; * Aids commitment of people to total quality management * Provide an additional means of communication between individuals and management * Opportunity for people to participate in decision making * Builds collective responsibility * Aids personal development and builds confidence * Facilitates change in management style and culture Definition of a Quality Management System "A set of co ordinated activities to direct and control an organisation in order to continually improve the effectiveness and efficiency of its performance" (DTI) Or "The organisational structure, responsibilities, procedures, processes and resources for implementing quality management" (International Standards Organisation) Why use a Quality Management System? Quality system standards are voluntary in the UK. If you ask companies why they use a quality system standard the main reasons given are often: * Customers demand it * Customers prefer it * Good marketing tool * Trade organisations ...read more.


As a means of implementing and demonstrating the defined processes, the organisation shall establish, document and maintain a quality management system covering the requirements of this International Standard. The nature and extent of the system documentation shall be suitable for its application." There are also 8 underlying principles in this standard * Customer focus * Leadership * People involvement * Process approach * Systems approach to management * Continual improvement * Factual approach to decision making * Mutually beneficial supplier relationships Review A Quality Management System review should take place once a year and cover the following; * Results of audits * Customer feedback * Process and product conformity * Status of preventative and corrective actions * Follow up actions from previous management reviews * Changes that could effect the Quality Management System * Recommendations for improvements Advantages of ISO 9000 * Marketing muscle, companies that obtain ISO 9000 accreditation are permitted to display the appropriate certificate. In theory a company that is certified is able to offer a superior product or service. * Contractor selection. If a company in Asia for example is looking for a European sub-contractor and is not familiar with European business it is more likely to seek a partner that has ISO certification. * Suppliers. Selecting a new supplier can be time consuming and costly. If a potential supplier is ISO certified then the selection process for a buyer firm can be reduced. * Reduced customer complaints. Many operations have benefited in terms of error reduction, reduced customer complaints and reduced costs of quality. * Eliminate waste. ...read more.

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