2 1 century is the "quality century". At present, Yingkou Cigarette Factory of Hongta Liaoning Tobacco Co., Ltd. is carrying out a new round of education activities to popularize the basic knowledge of total quality management, with the aim of further improving the quality of employees and thus enhancing the competitiveness of enterprises. Attitude determines everything, and thought determines action. Therefore, the focus of quality management is the formation of quality control consciousness. The following is the information I collected about quality management and quality awareness. Welcome to reading.
Quality management and quality consciousness data 1 consciousness determines behavior, and the key to quality management lies in improving people's quality consciousness.
Quality refers to the quality of products or works. According to the definition given by ISO9000, "quality" refers to the degree to which a set of inherent characteristics meet the requirements. Quality consciousness is the degree to which enterprises and their employees attach importance to quality. In enterprise management, the formation of all employees' quality consciousness needs a long-term development process. The importance of employees to daily work and product quality mainly depends on quality awareness, which guides and regulates employees' quality behavior. Consciousness is a way for people to evaluate their own behavior, which belongs to internal psychological activities. Attitude determines everything, and thought determines action. People's work behavior and work direction mainly depend on the guiding role of consciousness. Thought controls behavior, and all human behaviors are controlled by thought. The development of an enterprise is inseparable from people and the "consciousness" of guiding people to conduct behavior activities. The core of Scientific Outlook on Development is "people-oriented". For enterprises, quality management should also be strengthened from the cultivation of "people's quality consciousness" Really achieve the effect of independent management. In the past 10 years, the employees in the enterprise have changed from old to new, and there are some new employees in each position. In order not to affect the improvement of product quality and service level, enterprise management departments should start with details, insist on strengthening quality management, hold regular employee training activities, increase employees' quality knowledge reserves, and establish strict quality management awareness among employees. "Only excellent employees can make excellent products." This is the wisdom of Haier Group. "Before the soldiers and horses move, food and grass come first", the management of product quality should first establish the awareness of quality control among all employees of the enterprise. Broadly speaking, corporate image can be reflected by employees' attention to product quality and service level. The quality consciousness of employees is also an objective reflection of their overall quality.
At present, most enterprises seem to have reached a consensus that strengthening inspection is the only effective way to control product quality. Actually, this concept is unscientific. You know, quality is made, not checked. Regular inspection to strengthen product quality management can really play a certain role, but in the long run, it will inevitably affect the enthusiasm of employees, and even tired of coping with inspection. To establish the quality control consciousness of all employees and standardize the quality behavior of employees is to start with employees' thoughts, implant quality management consciousness into employees' thoughts, and then control employees' quality behavior through their own quality thoughts, so as to achieve the purpose of improving product quality.
Facts have also proved that technical factors are not the main factors affecting the improvement of product quality, but the backward quality concept and quality management consciousness are the key factors. The emergence of many unqualified products is mostly caused by temporary negligence, carelessness or some kind of luck, which shows how important employees' concept consciousness and work attitude are.
2. Strengthen quality awareness education and promote total quality management.
Employees generally lack quality awareness, which is rooted not only in their own backward quality concepts, but also in the lack of corresponding cultural atmosphere and effective management mechanism within the enterprise. In other words, enterprises do not have a relatively perfect quality education and training mechanism. Enterprises to carry out quality education and training, the purpose is to establish the quality management awareness of all employees within the enterprise and improve the overall quality of employees. The training of production knowledge and operation skills is only one of the contents of product quality training. It is important to emphasize the consciousness of production responsibility and the concept of quality management regularly through regular training activities, so as to subtly influence the work behavior of employees and urge them to tighten the string of quality control at all times. Enterprises can try various forms of publicity, such as keynote speeches, training and lectures, strengthen the education of employees' "quality awareness" in multiple channels and ways, create a "quality first" environmental atmosphere within enterprises, impress employees and accept the ideas related to quality management independently. Over time, the overall quality of employees will be significantly improved.
In order to establish the quality consciousness of all employees, enterprises should now create a cultural atmosphere with quality management as the main line. Management must attach great importance to product quality management, take certain incentive measures to reward advanced individuals or departments and groups in quality control, and form a good situation in which all staff participate in quality management; At the same time, comprehensively implement the quality management system, improve the corresponding management system, and formulate a performance appraisal system, so that quality management is directly linked to the interests of employees, prompting employees to establish a sense of competition and standardize their own business behavior. Enterprise management should pay close attention to employees' behavior, commend outstanding employees in time, provide guidance and help for relatively backward employees, and severely punish uncooperative and inaction.
Enterprise management should realize that the quality control process and the final result are very important for the improvement of product quality. After the quality consciousness of all employees is initially formed in the enterprise, they should put pressure on themselves with higher quality goals to make the product quality reach higher industry standards; At the same time, fully stimulate employees' subjective initiative and work enthusiasm, strengthen self-learning ability, increase product quality knowledge reserve and fundamentally change quality concept according to enterprise development goals and quality goals.
All employees are direct participants in the production activities of the enterprise. The key to the construction of enterprise internal quality management system and the improvement of product quality lies in the understanding of product quality and its importance by all employees and the implementation of quality norms in the production process. In view of this, in order to establish quality awareness among all employees and strengthen quality management, enterprises should first improve the overall quality of all employees through study and training, and regard the improvement of the overall quality of employees as the first process of product quality formation and the basis of quality development. Enterprises can carry out special lectures, lectures, training and learning according to the working characteristics of personnel at all levels of enterprises, select key contents, and conduct quality management education and training repeatedly. Let them fully realize the importance of quality management to enterprises and how to effectively implement quality management, so as to continuously improve the product quality of enterprises, enhance their competitiveness and realize continuous development and progress.
3 Conclusion
The quality of products is made by people, and the quality often depends on the quality concept and attitude of people. If there is deviation in personnel's quality concept and attitude, and the product system is perfect, the quality control method can't solve the fundamental problem. A person's consciousness will directly affect his behavior and results. Therefore, management should shift from "managing people's behavior" to "managing people's thoughts", and the management mode should shift from command, control and punishment to guidance and encouragement. To improve quality management, the key is to improve people's quality awareness. With good consciousness, it will always be with us, reminding us of the rigor and responsibility of our work at all times, and urging us to constantly pursue perfect goals.
First, the quality management foundation
Whether these basic works are done solidly or not is directly related to the improvement of the company's quality management and overall management level. The basic work of quality management is extensive. The following only introduces the most basic aspects of work, including: quality target management and standardized management.
Skill point 1: quality policy
Keywords: quality management, quality management basis and quality policy
Quality policy, also known as quality policy. It is the general quality purpose and quality objective of the enterprise officially approved and issued by the top manager of the enterprise (our company is the chairman), and it is the action guide that all employees of the enterprise must abide by when performing quality functions and engaging in quality management activities.
The quality policy is different in every enterprise, some contents are common, and some contents are individual contents combined with the characteristics of the enterprise itself. For example, the quality policy of Jindi Property: "People-oriented, customer-centered, through innovative management methods, constantly improve and implement the quality management system, constantly improve the quality of our management services, meet the growing needs of customers, and realize Jindi's vision of" enhancing value by quality ".
Quality policy is not a slogan, but an action guide for quality activities. When major quality problems occur in daily safety work, our team leader can't simply deal with the responsible person, but should seize the opportunity to help team members analyze the ideological reasons and compare them with the quality policy, so as to learn lessons and deepen employees' understanding of the quality policy. We should strengthen publicity and communication at ordinary times, so that not only ourselves but also the team members can understand the quality policy. Only when you understand it can you be called a master and can you really implement it.
The implementation of quality policy is generally through the establishment of the company's quality management system, and through documents and processes to reflect the requirements of quality policy. If our documents and procedures are contrary to or inconsistent with the policy, we should modify and improve the documents. Any employee has the right to resist the practice of sacrificing quality and report the violation of quality policy to the top management.
Management review also needs to measure and check the implementation of quality policy on a regular basis. The measurement of quality policy, such as the measurement of customer satisfaction, the internal audit of quality management system, and the regular inspection of property management service quality, can all be used as the measurement of the implementation of quality policy. If these measurement results do not meet the expected requirements and the provisions of the quality policy, then the implementation of the quality policy is not good, and it is necessary to strengthen the operation of the quality management system or improve the quality management system through management review. On the other hand, if these measurement results meet the predetermined requirements and meet the requirements of the quality policy, we cannot immediately determine the implementation and execution of the quality policy. We also need to review the quality policy itself. The review of the total quality policy is synchronized with the review of the quality system, that is, at least once a year, which is an institutionalized requirement. The review of quality policy generally includes two aspects: effectiveness and suitability. After the review, it is found that the quality policy cannot maintain its continuous suitability, or its effectiveness is problematic. Enterprises usually make necessary amendments and improvements to the quality policy.
Quality policy is the leading standard to guide enterprises to carry out quality management. We can't stay on the slogan, but really put it into practice, constantly review and modify it in the implementation, so as to continuously improve the direction and accuracy of the quality policy.
Skill point 2: Quality objective
Keywords: quality management, quality management basis and quality objectives
Quality objectives are specific and measurable objectives based on the quality policy and within the framework given by the quality policy. It is the expected result of the company's quality in a certain period and the embodiment of the company's quality policy.
-Quality objectives are classified by time and can be divided into:
L medium and long-term goals
L short-term goals
-The quality objectives are classified into:
L company quality objectives
L department quality objectives
L team quality objectives
L personal quality objectives
These quality objectives can also be combined with each other to form a variety of quality objectives.
■ How to set quality objectives?
1, find out the problem first. Problems are the problems that must be solved in order to achieve the quality policy and quality objectives, including unqualified, insufficient, defects, and the gap with the advanced.
① Customer complaints
② Management review results
③ Quality inspection results
④ Unqualified report
⑤ Satisfaction survey and market research
⑥ Corrective and preventive measures
⑦ Other major quality problems.
⑧ Other measurement results
2. Distinguish the problem points and set different levels of quality objectives. The impact of the problem points is different, some can not meet the specified requirements, and some affect the long-term development of enterprises. For the latter, special attention should be paid to quality objectives. We put forward specific quality objectives by sorting out problems.
The quality objectives determined according to the problem points are often specific, targeted and challenging. The more accurate the question is, the more appropriate the quality objective will be, and the implementation will be much easier.
■ How to achieve quality objectives
When making accurate and specific quality objectives, enterprises should transform the quality objectives into the relevant tasks of employees in various departments and work hard for the effective implementation of the quality objectives. The implementation steps of quality objectives are as follows:
1, publicity and communication
(1) Announce the quality objectives to all employees so that they can keep them in mind.
② Turn the quality objectives into the specific work of employees, and let employees experience the process of achieving the quality objectives.
③ Decompose quality objectives layer by layer.
Step 2 perform
(1) The key to the implementation of the goal is to turn the goal into the employees' respective tasks and form a work schedule.
② Combine daily work with quality objectives, so that any link can undertake both daily tasks and quality tasks.
(3) Establish quality target evaluation and link it with reward and punishment system.
④ Organization, coordination and control. Set up a general person in charge of quality objectives (the company is the management representative and quality management department, and the team leader is my team leader) to be responsible for quality coordination and control.
Step 3 evaluate
How the quality objectives are completed also needs to be measured regularly, and the annual goals at the company level are generally annual. By the end of the year. Quality objectives directly related to daily work should be measured monthly. The measurement results should be linked to the reward and punishment system, and the completed ones should be commended; For those who fail to complete the work well, in addition to finding out the reasons, distinguishing responsibilities and formulating rectification measures, they should also be given necessary punishment.
4. Revision
When necessary, the quality objectives can be revised.
Skill point 3: standardized management
Keywords: quality management, quality management foundation, process and standardized management
Standard is a unified regulation of repetitive things and concepts. It is based on the comprehensive achievements of science, technology and practical experience, approved by the competent department after consultation by relevant parties, and published in a specific form as a criterion and basis for common compliance.
Standardization is a series of organized activities to formulate, revise and implement standards. Refers to the enterprise according to the scale and the actual situation, reasonably formulate some practices, procedures and regulations related to equipment, services and production, and through the use of effective restrictions, make all the operations of the enterprise have evidence to follow and achieve the best results.
1, the role of standardization:
① unification. Unify different methods and standards into one or more methods and standards.
② Generalization. Reduce uniqueness and expand compatibility.
③ Serialization. According to the product characteristics, a standard is evolved into a corresponding series of standards.
4 simplification. Turn complex and difficult techniques into basic skills that are easy to understand and master.
Step 2 set standards
Standards generally include time, purpose, scope of application, technology, methods, requirements, drawings, etc.
Company management standards are standards formulated to coordinate and unify management matters in various standardization fields, which are embodied in quality manuals, procedure documents, management specifications and standard management documents.
The company's work standard is the work quality standard formulated according to the post, and the performance is formed by the work instructions.
3. Implementing standards
If it is not implemented, the standards will be improved, which will not help enterprises. In order to implement the established standards, we must establish a correct understanding: standards are the highest instructions for employees to operate, and anyone should operate according to them.
4. Revise the standard
The standards were formulated according to the actual working conditions and management, service and technical level at that time, and only represented the most advanced, convenient and safest working methods at that time. With the change of actual working conditions and the continuous improvement of technical level, the working methods specified in the standard may become unsuitable for reality. Standards that are inconsistent with reality are not helpful to enterprises, but may also hinder normal work, and must be revised in time.
Second, quality resource management.
The implementation of quality management needs certain resources, including personnel, funds, infrastructure, information, working environment and suppliers.
Personnel engaged in quality management activities in enterprises should have the ability to do their jobs, and this ability is based on education and training; Necessary facilities to meet product quality requirements should also be strengthened and maintained; In addition, good working environment, perfect quality information collection and processing system and good cooperative relationship with suppliers are all indispensable and valuable resources for quality management.
Skill Point 1: Quality Training Management
Keywords: quality management, quality management foundation and quality training management
Personnel quality is the basis of product quality. Improving personnel quality is very important for quality management, because enterprises need quality training management.
How to manage quality training?
1, the first problem to be solved in quality training is the quality consciousness of employees. Only when employees fully realize the importance of quality will they always put quality in the first place, and they will not sacrifice quality at will in pursuit of quantity and progress. The staff's quality consciousness is the foundation of the establishment and normal operation of the enterprise quality management system. Employees, especially leaders at all levels with management responsibilities, can't achieve real results in the quality management system if their quality awareness is not strong.
What is quality consciousness?
Quality consciousness refers to employees' understanding of the importance of quality.
2. The goal of training is to make employees have corresponding knowledge and skills, and the combination of these knowledge and skills with employees' practical experience will greatly improve employees' ability. Training is the biggest welfare of enterprises. Employees gain knowledge and gain benefits through training. Then return the investment of the enterprise and benefit the enterprise.
3. The content of training can include four aspects: technology, skills, awareness and management.
4. The implementation of training should be planned, organized, evaluated, summarized and recorded.
In a word, quality training management is an important part of quality management. Only when all employees of the enterprise have good quality consciousness can we achieve good results in the implementation of quality management. For those employees who have improved their ability through training and made achievements in their jobs, they should be given certain incentives, including promotion, and given more important responsibilities and authority. For those employees who are unwilling to participate in training and have poor results after training, they should be dealt with in time, including demotion or even dismissal.
Quality cost management, equipment management, working environment management, quality information management and supplier management are not described here.
Third, quality control management
Quality control is a systematic activity to meet specific quality requirements. To implement quality control, we must first formulate quality standards, and enterprises should analyze and control the process capabilities of management and service according to complete and specific standards. With the continuous development of enterprises, quality control activities are not completely confined to enterprises. Meeting customer needs and improving customer satisfaction have become the basic requirements of quality control, because sampling customer surveys and controlling service quality have also become the general trend. In addition, enterprises should also analyze the effect of quality control through quality record management and internal quality audit, and take timely measures to improve.
Skill point 1: quality standard
Keywords: quality management, quality management basis and quality standards
Standards refer to the unified regulations formulated within a certain range, issued and implemented in a specific form through certain procedures, based on advanced scientific, technical, management and practical experience, in order to better meet the common requirements of all parties and obtain good benefits.
Quality standards are an important part of quality control management, including:
1. The operation standard appears in the form of operation instruction, which is a document that describes in writing how the operator operates in the process of production operation, how to deal with emergencies, and how to reflect the management and service status. Usually, each work instruction only involves one post or one job. Different types of work should not be compiled in a work instruction.
2, inspection standards, including quality inspection standards and inspection work instructions.
Quality standard is the basic basis of quality control, and its accuracy directly affects the effect of quality control. Therefore, we need to formulate quality standards for different projects to ensure that quality control activities can be based on evidence.
Skill point 2: service quality control
Keywords: quality management, quality management basis and service quality control
Modern marketing concept is customer-oriented and pursues customer satisfaction. Therefore, quality control is not only limited to the quality control of tangible products, but also should pay attention to the quality control of intangible products-services.
In order to control the quality of service, you need to know the following:
1, to understand the characteristics of the service.
Service refers to "the contact activities between suppliers and customers and the results of internal activities of suppliers to meet customer needs." Mainly has the following characteristics:
invisibility
Difference.
Nonstorability
It is not an object, but an activity and process.
2. Implement quality control of service process.
Only talk about quality control in the process of service provision. The process of service provision is the process in which service enterprises provide services to customers. The quality management of the supply process mainly includes the following aspects:
Customer evaluation.
Service provider evaluation.
Make up for the unqualified service.
Service has increasingly become an important weight for enterprises to participate in market competition, and consumers are paying more and more attention to the quality of service. Therefore, enterprises should strengthen the control of service quality to attract and retain more consumers.
Quality record management, internal quality audit, quality performance analysis, etc. I won't go into details here.
Fourth, nonconforming product control
Five, quality improvement measures
Continuous improvement is necessary and everyone should participate.
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