The and total quality, definition of quality
3 stages marking out the path since an “acceptable” level of quality formalized for example by standards ISO 9000 until Total quality, Total Quality Management.
- 1st stage
Processes and procedures in command, are qualified and on levels. They are audited regularly. The products are in conformity with the reference frame. The objective is conformity, but the system is open.
- 2nd stage
The firm evaluates its processes according to the definite objectives of improvement. The system is controlled and looped but locally.
- 3rd stage
The system loops either on provided quality but on the quality perceived by the customer. The customer is included in the overall loop.
The chapter titrated “the performance and the quality system” page 62 of reference work “the new dashboards of the managers” develops this topic just outlined here.
Definition of quality
The formulates the definition of quality thus: “Quality is the aptitude of a feature set intrinsic of a product, a system, a process to meet the requirements of the customers and other interested parties”.
A formulation taken again by the designers of the ISO standards.
“The problem is not on the level of the stated concept. On the principle, we are all of agreement with this formulation. It is rather about the way in which the definition is understood and put into practice on the ground. What we propose, it is to go up on the level of the definition, without letting itself influence by the current practices. The quality, seen under its aspect of satisfaction of the requirements customers, must be perceived like a conviction “to make well”. “To make Well”, it is not only to adhere to the plans and the procedures, while following the initial contracts to the letter. And so “to make well”, it is as well as possible to use its competences and its control of the code of practice, it is also to use its intelligence and its good sense to approach closest to waitings of the customer, while adhering to the requirements of the contract. “To make Well” requires to give a share of oneself to go to seek what is not written. Only a certain communion of spirit of the whole of the actors of the project, people receiving benefits and customers, gives access this ultimate level of the performance ". This last forward paragraph is an extract
of the effective project manager. Editions of organization. The whole chapter is consultable besides on line on the site of the bookstore:
Chapter 1 - To lead a project: a step of contractor This work exposes a method of “good sense” to tally the course of the new projects according to an approach revisited quality. See also the site the
effective project manager on the same subject:
- The quality system and the ISO standards
- Tools of quality
- Zen and quality
- File quality six sigma - All bank notes “quality” of the
To also see in the work “the new instrument panels of the managers” the titrated chapter: The performance and the quality system page 62. It approaches the following topics:
Stages of the quality system
“Of the setting in static conformity to dynamic performance measurement.”
3 stages marking out the path towards total quality.
The system of performance measurement in the middle of the quality system
Variation around the 3 axes of progress usually selected: Times/Costs/Quality.
Quality provided to perceived quality
How to change : Desired quality - > provided quality - > perceived quality?
Copyright: Alain FERNANDEZ ©1998-2008- All rights reserved