Total Quality Management (TQM) refers to all activities of all departments, organizations and personnel in an enterprise, focusing on product quality, combining professional technology, management technology and mathematical statistics technology, establishing a scientific, strict and efficient quality assurance system, controlling the factors affecting quality in the production process, and providing products that meet users' needs in the most economical way with high-quality work.
PDCA management cycle is the most basic working procedure of total quality management, that is, plan-implement-check-handle (plan, do, check and act). This was invented by American statistician W.E. Deming, so it is also called Deming cycle. These four stages can be roughly divided into eight steps. Characteristics of PDCA cycle management.
The four stages of 1.PDCA cycle work program are carried out in turn, forming a big cycle.
2. Each department and group has its own PDCA cycle, which becomes a small cycle in the big cycle of enterprises.
3. Stand up and move forward in a circle.
Total quality management mainly emphasizes the participation and quality of all employees, including the quality of systematic work, organizational quality, work quality, departmental quality, human quality, company quality and policy quality.
The basic working method of total quality is also the eight principles of quality management: customer as the focus, leading role, full participation, process method, system management method, fact-based decision-making method, continuous improvement and mutually beneficial relationship with suppliers.
Refer to Total Quality Management Status Report://Wen Ku. /View/ 17f 884 f 9c 8d 376 eeaeaa 3 1 D4。
(2) require a company's quality management system report.
According to the relevant provisions of the Company's Management Review Procedure and the work arrangement of the management review in 2007, the implementation, maintenance, performance and improvement requirements of our company's quality management system are now reported as follows:
I. Results of internal audit and external audit
1, internal audit
According to the arrangement of the internal audit plan, the company formed two internal audit teams on June165438+1October 65438+September 30, 2007 to evaluate the quality of relevant departments in 2007.
Internal audit of quality management system. Through this audit, we can see that our company's quality management system is running well. Each department is equipped with * * * quality management system management personnel, and employees have a strong sense of quality management. Related businesses can be implemented in accordance with the requirements, process methods and regulations of the company's planning. The company's qms is more and more consciously implemented by employees, and the operation of the company's related businesses is increasingly dependent on system standardization and order. General nonconformity 10 is found after the audit, and improvement opinions and suggestions are put forward as follows:
(1) Some business personnel should pay attention to filling in the specified quality records in the process of import and export performance.
(2) Strengthen delivery inspection and make records of reception inspection or factory inspection.
(3) The department should further guide the daily operation of iso900 1 for new employees.
All departments should actively draw inferences from others, seek opportunities for improvement and constantly improve the company's quality management system.
2. External audit
In March, 2007, the teachers of cqc Shanghai Evaluation Center audited the quality system of our company, and they thought that the company could implement the quality policy and the company's quality objectives in the process of implementing the quality management system. Through goal decomposition and efforts, the company has continuously climbed to a new level, the quality management level of the company is improving, and the policies, objectives, application and implementation are effective, which can carry out the business intentions of the company leaders. On-site inspection found that the system can be effectively implemented in the company, hoping to continuously improve the quality management system through the study and implementation of 8.3 nonconforming product control. According to the external audit opinion, the company immediately carried out rectification and strengthened the daily audit work.
Second, customer feedback.
According to the Company's SGGEC-OD05-23 Monitoring and Measuring Methods of Customer Satisfaction, the Office organized business departments to investigate and measure customer satisfaction from June 5 to June 6, 2007. Since 2007, the company has 83 stable customers to contact, and the business department has issued 83 "customer inquiry forms". By the time of collection, * * * had collected 83 copies.
According to Article 4.3 of the Measures, the recycling form is only valid if it exceeds 50%. For foreign customers, if some of them fail to reply within the specified time, it will be regarded as overall satisfaction. This survey * * * distributed 83 copies of the Inquiry Form and recovered 83 copies, so it is an effective survey and statistics.
According to Article 4.3. 1 of the Measures, the survey questions are divided into 8 items, and the evaluation scores of each item are as follows
5, 4, 3, 1, 0. According to the statistical results of our company 14 departments and the methods specified in the above measures, it is concluded that our customer satisfaction is 94.99%.
According to statistics, from the summary analysis of the above 15 department, it can be seen that most customers have a positive evaluation of the fourth clause, that is, whether they can try their best to provide convenience for you in the transaction; Regarding article 6, that is, if you make a special request, how many corresponding responses do our staff have? The evaluation is relatively positive. These two opinions have made a good evaluation of the service work of various departments in our company.
No customer complaints have been received this year.
Third, the implementation of the process and the conformity of goods and services.
1, resource management
(1) According to the company's quality documents, the Human Resources Department carefully determines and assigns the personnel who are engaged in the work that affects the quality according to their qualifications, work ability and work performance, and provides training or takes other measures in time to meet the requirements. During the year, 10 classes were organized, and employees received 2 12 trainings. In 2007, there were 10 new employees, of whom 1 0 was assigned to middle-level leadership positions, and the effectiveness of training was 100%.
(2) In order to enhance the company's image and improve work efficiency, the company strengthened the management of office space and working environment. And set up the company's local area network system, and applied broadband technology to meet the needs of quick contact with merchants. According to the requirements of the company's leaders, the design and debugging of the foreign trade manual account program were completed this year, and it was officially put into operation in the first half of the year.
2, the realization process of goods and services
The company's self-operated and agency import and export business operates according to the established import and export trade process of our company, from the input of customer requirements to the realization of goods and services, to the feedback, analysis, measurement and improvement of customer information, ensuring the realization of the quality objectives of goods and services; Ensure that valid versions of documents are used on the job site; Ensure that the resources needed to realize the goods and services are provided to realize the planned realization of the goods and services.
3. Establishment and review of requirements for goods and services
Business departments can communicate with customers on the establishment of contracts and some revised contracts in time, and provide products and services that meet the requirements to meet customer requirements. In addition, the company is responsible for reviewing the results of contract review by special personnel, and making every effort to confirm the customer's requirements. There were no customer complaints and complaints about the quality of goods and services during the year.
4. Procurement work
During the year, incoming materials and feed processing accounted for about 23.48%, and raw materials were provided by customers. From June 65438+ 10 to June 165438+ 10 this year, the agency export accounted for about 65%, and the procurement of raw materials was completed by the entrusting party. Nevertheless, the company attaches great importance to supplier evaluation, so that qualified suppliers will not be approved without specified information, and unqualified suppliers will not pay for the purchase. This not only ensures the quality of purchased materials, but also basically avoids suppliers who are not qualified for tax refund from issuing tax refund documents. By the end of June 1 1, there were 65,438 qualified suppliers (including re-evaluation), 65,438 temporary procurement suppliers were put on record, and the freight was closed.
③ How to write an analysis report on enterprise quality management?
The premise is that you should have rich work experience and understand the overall quality state of the on-the-job enterprise;
Then write a quality analysis report:
1. According to the system documents run by the company, collect and sort out the data of the company's total quality inspection;
? 2. Put forward the quality problems existing in the company's operation;
3. Put forward objective improvement requirements based on the data of the company's internal audit and management review report;
4. Put forward corrective and preventive measures for internal quality problems of the company; ：
④ What is the ISO quality management report?
ISO is the abbreviation of an organization. Its ISO logo
The full name is the International Organization for Standardization, and the Chinese translation is "International Organization for Standardization, ISO 9000 family".
The following standards can help organizations of all types and sizes to implement and run effective quality management systems. These standards include:-ISO 9000 expresses the basic knowledge of quality management system and specifies the terms of quality management system; ——ISO 900 1 stipulates the requirements of quality management system, which is used to prove that the organization has the ability to provide products that meet the requirements of customers and applicable laws and regulations, with the aim of improving customer satisfaction; ——ISO 9004 provides guidelines for considering the effectiveness and efficiency of the quality management system. The purpose of this standard is to improve the performance of the organization and satisfy customers and other interested parties; —— ISO19011provides guidelines for auditing quality and environmental management systems. The above standards are isomorphic to a set of closely related quality management system standards, which promotes mutual understanding in domestic and international trade.
GB/T 19000 series
The following standards can help organizations of all types and sizes to implement and run effective quality management systems. These standards include: -GB/T 19000 expresses the basic knowledge of quality management system and specifies the terms of quality management system. ——GB/T 1900 1 specifies the requirements of the quality management system, which is used for organizations to prove their ability to provide products that meet the requirements of customers and applicable laws and regulations, with the aim of improving customer satisfaction. ——GB/T 19004 provides guidance for considering the effectiveness and efficiency of the quality management system. The purpose of this standard is to improve the performance of the organization and satisfy customers and other interested parties. —— GB/T19011provides guidelines for auditing quality and environmental management systems. The above standards are isomorphic to a set of closely related quality management system standards, which promotes mutual understanding in domestic and international trade.
⑤ How to write the quality management data analysis report?
Product quality analysis report
Quality is the life of an enterprise. Connecting with international products has brought unprecedented challenges to domestic products. And our company's products are daily necessities that come into contact with food, and product quality is particularly important. At the beginning of this year, our company paid more attention to product quality than before, and improved product quality by strengthening internal management and technical transformation. By the end of 1 1, the product quality indicators issued by the company have been fully completed. In terms of customer complaints, we received a message of unqualified products at the beginning of the year, which was solved in time through our after-sales service, and the users were satisfied.
From raw and auxiliary materials entering the factory to finished products leaving the factory, internal standards are strictly implemented, and quality control standards are formulated for each process. Determine supervisors, strictly verify special process personnel and equipment, and strengthen information feedback mechanism. So that each process can be continuously controlled.
Since the implementation of the standard, our products have been well received by customers, and there has never been a foreign-related quality accident. The product quality is more stable than before, and all indicators have been greatly improved. The average product quality this year is as follows: June 1 to June 1, and the quality objectives of each department are as follows:
Supply department: material supply timely rate:100%;
Marketing department:
Accurate and timely delivery rate:100%;
Customer satisfaction: 97.5%;
Quality assurance center: qualified rate of ex-factory products:100%;
Compared with the same period last year, the product quality has improved, which fully proves that our company's quality management has reached a new level. However, the qualification rate of process detection still needs to be improved, and it is planned to add a manager to strengthen process monitoring.
Through the investigation of suppliers, we have a more perceptual understanding of suppliers' production capacity and product quality assurance ability. It helps us to choose excellent partners. In order to continuously monitor the supply performance of qualified suppliers, we designed the annual quality evaluation report of qualified suppliers, counted the supply quantity and quality of qualified suppliers every month, and effectively monitored the timeliness and qualified rate of raw materials. The timely delivery rate of materials from 1 to 10 is 100%. Last year, in terms of supply capacity and product quality assurance capacity, we finally decided to keep a better qualified supplier by comparing the comprehensive evaluation of various departments.
From the above measures and operation results, we can see that the supplier control method established by our company is appropriate and effective, which is conducive to ensuring the stability of raw material quality and the timeliness of supply.
The operation process of the workshop can be operated according to the requirements of process documents and process operation procedures, and the process record card and process monitoring record should be made in strict accordance with the requirements. The workshop site adopts the management method of combining regional division and hanging production marks to ensure effective delivery and effectively control product quality.
The stability of production equipment is the key to the stability of product quality. Therefore, we have formulated effective equipment management regulations, defined maintenance requirements and integrity criteria, confirmed the production capacity of production equipment during annealing, confirmed the effective control and maintenance of production equipment, and objectively ensured the stability of product quality.
This year, all operators were trained and assessed in time, which greatly improved their operating skills and quality awareness.
Through the control and active cooperation of various factors, the product quality was very stable in the first three quarters, as shown in the following table.
A) inspection of raw materials
Quarterly total batch qualified batch pass rate
1 24 10 24 10 100%
2 2478 2476 99.9%
3 2 190 2 190 100%
B) process inspection
Quarterly unqualified parts total qualified rate
1 1 1 14 16 98.6%
2 1604 14 99. 1%
3 2970 15 99.5%
C) finished product inspection
Quarterly unqualified parts total qualified rate
1 459 6 98.6%
2 5 19 3 99.4%
3 784 4 99.5%
It can be seen that the production process control method established by our company is effective and suitable for our company's process actions.
In a word, the quality management is standardized, the quality awareness of all employees is improved, the market competitiveness of products is enhanced, and economic benefits are provided for enterprises.
However, there are also shortcomings in the system operation. During the implementation of some corrective/preventive measures, the responsible departments and implementers were not effectively verified; Some managers and operators think that the work is busy, and some records are not done in time, and they are forgotten after a period of time, which leads to the failure of the work. The next step is to increase the post skills and management training for employees, especially middle-level management cadres, and then acquire advanced inspection and testing equipment, use the experience of system management, increase the monitoring of all aspects of production, strengthen on-site management, and strive to improve product quality.