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ISO9000认证 从ISO9001质量体系认证迈向全面质量管理

发布时间:2015-03-07 20:47 点击次数:

ISO9000认证ISO9001质量体系认证迈向全面质量管理
ISO9000 certification from the ISO9001 quality system certification to total quality management
确保质量的流程,从单一检测发展到质量控制,到质量保证,再到全面质量管理。单一检测是指测评产品特性,并将其与规格进行比较。在质量控制中,检测的结果被反馈回生产线。质量保证这一方式是指建立一套预先确定的系统性措施,以保证在业务流程中生产出质量稳定的产品。
To ensure the quality of the process, from a single test to the development of quality control, quality assurance, to the comprehensive quality management. Single detection refers to the evaluation of product characteristics, and compare it to specifications. In quality control, test results are fed back to the production line. Quality guarantee of this method is to establish a set of predefined system measures, to ensure the production of stable quality products in the business process.
在全面质量管理中,管理围绕质量展开,人人都参与其间,目的则是促进顾客满意度。在这种体系中,顾客是焦点,目的是不断改进,且人人参与其间。
In a comprehensive quality management, quality management around, everyone involved, the purpose is to promote customer satisfaction. In this system, the customer is the focus, purpose is to continuously improve, and everyone involved in the meantime.
过去,包括全面质量管理在内的质量控制流程一直被应用于生产企业,但它们在服务性行业及IT企业中也是很有效的。
In the past, the process of quality control including total quality management, has been applied to the production of enterprises, but they are also very effective in the service industry and IT in the enterprise.
有家金融服务企业利用全面质量管理缩短了IT用户的停机期。该企业曾面临诸多软、硬件方面的问题,因此决定利用全面质量管理来缩短解决问题所需的时间。然而,全面质量管理也帮助该企业减少了问题出现的次数。
There is a financial services companies use overall quality management to reduce the IT user shutdown period. The enterprises have to face a lot of soft, hardware problems, and therefore decided to shorten the time required to solve the problem by using the total quality management. However, a comprehensive quality management also helped the company to reduce the number of occurrences of the problem.
该企业通过运用全面质量管理解决问题的七步骤,大大改进了客户服务。第一步是找出问题。数据显示,从客户呼叫到解决问题的时间从30分钟到48小时不等。该企业只收集了与问题解决方案相关的数据,但没有关于用户期望的信息—全面质量管理就从这里开始。该企业决定开始测评实际服务与用户期望及承诺的服务标准之间存在的差异,即从原来只注重收集供内部使用的数据,转变到测评向用户提供的服务。
The enterprises through seven steps of application of total quality management to solve the problem, improved customer service. The first step is to identify the problem. Data shows, from the customer call to solve the problem of time from 30 minutes to 48 hours. The firm has collected solving related data and problems, but not on the expectations of users of information - total quality management will start from here. The firm decided to start the evaluation differences between actual service and user expectations and commitment to service standard, namely to collect data for internal use only pay attention to the transformation from the original, to the evaluation of the service offered to users.
接下来,该企业通过集中研究终止时间较长的呼叫来分析问题,结果发现,71%的呼叫是与登录问题相关的,这些需要70分钟解决;另外29%的问题是与打印相关的,但需要104分钟解决。在找出打印问题的根本原因时,该企业也发现44%的问题是通过重装打印机驱动程序解决的。为了找出需要重装打印机驱动程序的原因,该企业决定利用收集数据的方式来解决问题,并开始记录驱动程序重装的原因。很快就发现,原来是打印机脱机了,而重装驱动程序只是使打印机重新联机。所以问题的实质不是驱动程序需要重装,而是打印机脱机了。
Next, call focusing on the termination time longer to analyze problems, through the enterprise found, 71% call is associated with the login problem, these needs 70 minutes to solve the problem; the other 29% are associated with the print, but need 104 minutes to solve. In printing the root cause of the problem, the enterprise also found 44% problems are resolved through reinstall the printer driver. In order to find out the cause of the need to reinstall the printer driver, the company decided to use the method of collecting data to solve problems, reasons and began recording driver reload. Soon found, is the original printer offline, and reinstall the driver is that the printer is back online. So the essence of the problem is not the driver needs to be reinstalled, but the printer is offline.
进一步的研究发现,这个问题是由于电脑上安装和运行Windows 98、2000以及XP这些不同版本的Windows操作系统造成的。如果用户没有登录就试图在Windows 98系统下打印,那么在打印之后打印机就会脱机,于是下一个用户就会碰到这个问题了。采用的解决办法就是只有在登录以后才允许打印。这样一来,终止的时间缩短了80%。能有这样的改进,一大原因要归功于日常控制图表的绘制及回顾系统,它使整个团队意识到呼叫终止不及时,由此提高了解决问题的紧迫感。
Further study found that, the problem was caused by running the Windows installed on the computer and 98, 2000 and XP of these different versions of the Windows operating system. If the user is not logged on to Windows 98 system print, so after the print printer will be offline, so a user can encounter this problem. The solution is only allowed in after logging print. In this way, the termination time shortens 80%. Can have such an improvement, a big reason to draw and review system due to the daily control charts, it makes the whole team aware of the termination of the call is not timely, thereby increasing the urgency to solve the problem.
ISO9000认证ISO9001质量体系认证迈向全面质量管理
ISO9000 certification from the ISO9001 quality system certification to total quality management
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