Quality management systems – Requirements 5Leadership 5.1Leadership and commitment 5.2Policy 5.3Organizational roles, responsibilities and authorities.

Quality management systems – Requirements

5 Leadership

5.1 Leadership and commitment

5.2 Policy

5.3 Organizational roles, responsibilities and authorities

Steve Jobs

What we didn't realize then was that the integrated circuit would reduce the cost of electronic functions by a factor of a million to one. Nothing had ever done that for anything before.

“The worker is not the problem. The problem is at the top! Management!”

W. Edwards Deming

“The world is endless, the universe inexhaustible, and the human brain will never be threatened with unemployment.”

Genrich Altshuller, author of TRIZ

Strengths Weaknesses

Opportunities ThreatsMy experience has been that creating

compelling new technology is so

much harder than you think it will be that you're almost dead when you get to the other shore.

Jack Kilby inventor of IC

SWOT-analysis on the basis of TRIZ

Useful function

Harmful function

Causes useful function

Causes harmful function

Prevents harmful function

Prevents useful function

TRIZ tools will be used for building a model of a situation in order to identify contradictions or opportunities for improvement.

The following symbols will be used to draw a map od a problem:

Knowledge of TRIZ methods allows us to find solutions to complex problems.

Strengths

Obstaja metodologija, ki omogoča poiskati rešitve - TRIZ.

PREDNOSTIWeaknesses

The management does not have the relevant knowledge and connections.

Knowledge of TRIZ methods allows us to find solutions to complex problems.

Strengths

ThreatsImplementation of innovation is always risky.


PREDNOSTIKnowledge of TRIZ methods allows us to find solutions to complex problems.

Strengths WeaknessesThe management does not have the relevant knowledge and connections.

OpportunitiesInnovation in products, services, processes, systems, business models, concepts ...





Knowledge of TRIZ, technology and the laws of the market creates opportunities.







Lack of knowledge leads to danger






Unsuccessful implementation destroys opportunities






Lack of knowledge is

blocking opportu

nities



Knowledge of TRIZ, technology and market laws eliminates the disadvantages









blocking opportu

nities


TRIZ×QMS Application

The team shall at first consider all 10 proposed inventive principles to select the most appropriate ones for solution and if necessary the rest of 40 inventive principles.

The Cause and effect analysis

Weaknesses

ManMachine

Material Method

Missing or wronginformation

Late/missingdata

Missing externalinformation

Incompetentpersonnel

People unwilling to learn

CultureTacit knowledge

not captured

Paper basedfile system

No data mining SW

Paper data sheets in binders in

central librarySearch not

unified

Causes Effect



Weaknesses

Man

Incompetentpersonnel

People unwilling to learn

Culture



Weaknesses

Machine


Paper basedfile system

No data mining SW

Tacit knowledgenot captured

The Cause and effect analysisWeaknesses

Method

Paper data sheets in binders in

central library

Search not unified


The Cause and effect analysisWeaknesses

Material


Missing or wronginformation

Missing externalinformation

Late/missing/ wrong data

TRIZ×QMS Application

The team shall examine the system functions and costs. Where possible harmful functions should be removed and costs minimized. This is TRIMMING, representing TRIZ lean approach.

TRIMMING = removing harmful functions or non

value adding activities and costs from the systemI =

∑ Fuseful

∑ Fharmful + ∑ Costs

Knowledge of TRIZ, technology and market laws eliminates the disadvantages









blocking opportu

nities


Eliminate orreduce

Find a way to eliminate, reduce, or prevent

Find a way to eliminate, reduce, or prevent

Strengthen

Find a way to protect

Find a way to obtain additional

The Quality Policy

Design better products/services

Improve QMS Increase margins

Keep customersSet up competitive

prices

Get new customersGet better suppliers

Increase profitsIncrease customersatisfaction/loyalty

Reduce costsIncrease employee

satisfaction

Internal External

Attack

Defense

Key: QP – Quality Policy Elements

Determine

inventive

princip

lesDetermine

inventive

principles

Determine

inventive

princip

lesDetermine

inventive

principles

Example

Design better products/services

Improve QMS Increase margins

Keep customersSet up competitive

prices

Get new customersGet better suppliers

Increase profitsIncrease customersatisfaction/loyalty

Reduce costsIncrease employee

satisfaction

Internal External

Attack

Defense

Why are customers leaving us?1 % because they die,3 % because of relocation,9 % because competition has better service,68 % because of bad service.Ref.: Miller Business Systems

What to

do?

Improve quality of our services!

Analyze customer complaints

Analyze customer requirements,

needs and expectations.

Develop improved service eliminating effects causing complaints and costs and introducing functions generating

required effects

Improve quality of our services!

Analyze customer complaints

Analyze customer requirements,

needs and expectations.

Example cont.

Slow service….It takes too long to

serve food …Prices are higher

than competitors …

Food must not be too hot or too cold

and should keep color, flavor, texture, size,

shape, appearance

How to improve efficiency and ideality

Team shall consider each of inventive principles listed above as a resource for developing a better service.

Brainstorming for solutionWe could improve

service dynamics by introducing waiters

on roller skates. Disposable dishware

could simplify serving process.

Self service would eliminate waiters.

Eliminating waiters will reduce costs and waiting times for food servicing.

I = ∑ Fuseful

∑ Fharmful + ∑ Costs

We have to improve ideality of service

Idea trigger

Idea trigger

Idea trigger

Idea trigger

Two possible solutions

Reference: http://www.pre-motion.com/catering-bar-conveyor-belt.html

Reference: http://www.2budapest.com/2budapest/top_3/food/night

Both solutions eliminate the need for waiters to serve customers and reduces the waiting time for the customers to be served.

Quality management systems – Requirements 5Leadership 5.1Leadership and commitment 5.2Policy 5.3Organizational roles, responsibilities and authorities.

Documents