China's implementation of quality system certification has a history of seven or eight years, the certificate issued by more than 10,000, but the certification body of the organization's quality policy generally lacks strict requirements, the organization does not know what kind of policy should be developed. If the organization's existing quality policy for a cursory observation, there are roughly the following tendencies:
1. slogan policy
Some organizational leaders believe that the policy of the fewer the number of words, the easier it is for workers to remember. As a result of trying to keep it simple, many empty slogans have been formed. The most common are: "quality first, customer first"; "quality first, always first" and so on. These guidelines can be used for any organization, any product, really "universally applicable". Employees just take it as a slogan, but not as the direction of efforts.
2. Advertised policies
Some of the policies are well-written, most of them come from the organization's talented hands, and are mainly formulated for the product. If the product is cigarettes, then "meticulous"; if the product is a valve (or seals and so on), then "watertight". Some come directly to the language of advertising, such as "my product is your satisfaction"; "no best, only better" and so on. Obviously, this feigned policy is difficult to guide the direction of the organization's struggle.
3. Copy the policy of foreign companies
This policy is not relevant to the actual organization. For example, there is a seamless copper tube factory, although the equipment and management are of average level, the product qualification rate is also - average, but put forward the policy of "providing zero-defect products". Another factory's policy is to "do the job right the first time". This language is fine as a code of conduct, but seems abstract as a quality policy.
The general tendency of certification bodies and auditors is not to require a quality policy. Some auditors believe that as long as the organization's leadership can explain the policy, the content does not need to be pursued, the key is to have a quality goal on it. Some auditors do not require a quality policy. The audit team is not in a league of its own. The disaster persists in the carbamylamine molasses? Legs Ivana Zi reeds hug white clothing? Barium which tom ting? What are you doing? The State Council of the United States of America The color of the peony peony peony peptones? What's the best way to get the most out of your life? The state of the art of the world is not a problem, but it is a problem of the world of the world.
Three
In practice, many organizations in conjunction with the actual situation of the serious development of a better (or at least brainstorming) quality policy, which plays a guiding role, but there are also some quality policy is not as good as it should be. The author collected some quality policy, a little comment.
1. Electromechanical products production organization
1) × × Optical Instrument Factory
The organization established the "expand market share" of the business idea; in order to achieve "the formation of geodetic instruments series of products the best combination of supply manufacturers and production bases To achieve the quality goal of "providing customers with satisfactory products and services in time"; to improve the quality system by constantly seeking quality improvement, and to ensure that the quality policy is carried out and implemented.
Comments: This is the quality policy formulated in 1995, which contains the content of customer satisfaction and continuous improvement. This policy is able to combine the general policy of the whole factory and the products of the factory (geodetic instruments), and even if the 2000 version of the standard is used to check, it basically meets the requirements, which is really valuable.
2)××Hardware Products Factory
"Quality first, user first is our eternal purpose"; "We spare no effort to pursue excellence and accurately deliver zero-defect, competitive products to satisfy our customers"; "Follow the ISO 9000 family of standards, everyone does things right the first time and every time".
Comment: This is the quality policy formulated in 1998. This policy starts from the Chinese "quality first, the user first", copied from the quality policy of some foreign companies, although the coverage is more complete, but not combined with the actual production of the organization's current situation and products, the need for the organization's leadership to make further clarification.
3)
"Adhere to the scientific and technological progress as the guide, dedication to high-quality brand-name products, all from the interests of customers, and constantly meet the needs of consumers".
Comment: This is a quality policy formulated in 1999. This policy addresses the company's position and proposes that scientific and technological progress be the forerunner in creating brand-name products. The policy involves customer satisfaction and is also linked to continuous improvement (constant fulfillment), which is a bit abstract but basically meets the requirements of the standard.
4) xxx Motor Factory "
"With two high qualities (high-quality products and services), the company implements a famous-brand strategy (occupying the market, creating a famous brand, and increasing efficiency)."
Comment: This is the quality policy formulated in 1995. The content of this policy is more combined with the actual situation of the plant, but only highlights the competitive content (account for the market, create a famous brand, increase efficiency), did not make a commitment to meet customer requirements and continuous improvement. Of course, the policy formulated in 1995 should not be too demanding.
2. Medical Device Manufacturing Organization
1) ××Medical Devices Company
"Establish the idea of customer first, put safety and reliability in the first place of product quality, set up a documented quality system, strengthen the education of quality awareness of the whole staff, and set up a good subcontractor cooperation relationship."
Evaluation: this is the quality policy formulated in 1996. This policy combines the characteristics of medical device products, emphasizing safety and reliability; combined with the characteristics of the company's parts all outsourcing, proposed to establish a good cooperative relationship with subcontractors. Therefore, the policy reflects the quality management principles of customer focus, leadership role, full participation, and mutually beneficial relationships between suppliers, but the commitment to continuous improvement needs to be described separately.
2) × × Institute of Medical Devices
"We only provide high-tech medical equipment embodied by excellent quality; in order to save lives, product quality must be foolproof; to meet the quality needs of customers is the eternal driving force of our quality pursuit."
Comment: This is the quality policy formulated in 1997. This policy combines the characteristics of the Institute and proposes to produce only high-precision products; combines the characteristics of medical device products and emphasizes that product quality must be infallible; and involves customer satisfaction and the pursuit of quality (continuous improvement). Basically, it can meet the requirements of the new version of the standard.
3) ××Medical Devices Company
"establishes, implements, and continually improves its documented quality system to enhance the quality of its products and services, and to achieve customer trust and satisfaction. We promise our customers around the world and throughout China that we will achieve customer satisfaction through quality."
Comment: This is a quality policy that was established in 1997. This policy involves customer satisfaction, continuous improvement and other content and make a formal commitment, basically in line with the requirements of the new version of the standard. Shortcomings are combined with product characteristics and the actual situation of the organization is not enough.
4) ××Biomaterials Co Ltd
"Sincere cooperation, excellence, clinical service, and assured use".
Comments: This is a quality policy formulated in 1997. This policy combines the characteristics of the product with the "service to the clinic", but the other three sentences need further clarification. The policy still has a tendency to be sloganeering, and fails to provide a clear direction and make two commitments.
3. Service Industry
1) ××Hotel
"With our smile, warmth, thoughtfulness, and speedy service, we provide our customers with comfortable, safe, hygienic, and high-quality products."
Comment: this is the quality policy formulated in 1998. This policy fully reflects the characteristics of the hotel services, but the two commitments are yet to be explained.
2) × × hotel
"'Guest first, quality first' is our eternal purpose; all staff must firmly establish the service quality is the lifeblood of the hotel, quality in my heart, quality in my hands, adhere to the idea that everything is for the guests, for all the Guests, for the guests of all; polite and enthusiastic, sincere and friendly, fast and agile, accurate and standardized, all-round to provide guests with high-quality service".
Comments: this is the quality policy formulated in 1998. This policy fully reflects the characteristics of the hotel service, the three "everything" highlights the principle of customer-centered. However, the commitment to continuous improvement needs further explanation.
3) × × Financial Security Company
"Defending finance is life, service quality is superior, unity and work together to create good results, reputation first survival.
Comments: This is the company in 2000, the main 2000 version of the ISO / DIS 9001 standard to establish a quality management system when the quality policy. It was originally the company's general policy, and now also as the company's quality policy. This policy combined with the characteristics of the company, put forward the defense of financial, service quality to seek excellence and other requirements, but the two commitments are not clear enough, need to be further clarified by the leader.
4) × × Blood Center
"Improve the quality consciousness of all staff, strengthen the quality system construction, improve the blood collection and supply services, and ensure the safety of clinical blood transfusion.
Comments: This is the quality policy formulated in 1999. This policy fully embodies the characteristics of the blood center, but also reflects the full participation, quality system construction and other principles, but the continuous improvement needs to be further explained."
5) ××Design Institute
"Our institute provides customers with high-quality engineering design as the eternal pursuit of quality, and providing customers with quality service is our unchanging theme."
Comment: this is the quality policy formulated in 1999. This policy reflects the characteristics of the design institute and contains the content of continuous improvement and customer satisfaction. In explaining this policy, the institute also puts forward the principle of technological progress, the principle of quality improvement, the principle of international harmonization and the principle of customer satisfaction. Basically meet the requirements of the standard.
6) ××Technical Inspection Company
"Scientific, impartial, and realistic".
Comments: this is the quality policy formulated in 1999. This should be the company's general policy, emphasizing the impartiality and scientific nature of a third-party organization. However, the third-party organization has its own customers and has to make two commitments. Therefore, as a third-party testing organization with special characteristics (technical testing of xxx products), this auspicious quality policy seems to be not specific enough.
4. Quality policy of foreign companies
Due to the different cultural background of foreign companies, the expression of quality policy is different from our organization. According to P.B. Crosby, a famous American expert in quality management, "The formulation of a quality policy is the first priority, so that everyone knows that there is such a policy; and its careful implementation is the second priority." The only rule for a quality policy is that it be clear and not open to misinterpretation. As to how it is worded, it is up to you." He suggests that a quality policy could read, "We will give the customer a zero-defect product or service that is delivered on time." Below, the quality policies of several foreign companies (all developed before 1990) are presented. Since I do not know the products or background of each company, I will not comment on them.
1) 3M Corporation
Every department of the company must meet the requirements and satisfy the customer; otherwise, the requirements are changed until the customer is fully satisfied.
The implementation of this policy requires that everyone's performance meets the requirements.
Our basic philosophy is to try to prevent problems before they occur, to insist on a "do it right the first time" attitude, and to make quality management a way of life.
2) BM Corporation
We will deliver zero defects, competitive products and services to our customers on time.
3) Armco Corporation,
We deliver products that meet the customer's requirements on time and at competitive prices. Our name must be a symbol of quality for the seller, ourselves and the customer.
4) Burroughs Corporation
In order to improve quality, we will define the standard of requirements and expect everyone to do things right the first time; to follow the standard of requirements or, if necessary, to improve the standard of requirements.
5) Milliken Corporation
The company is determined to provide high quality products and services that best help customers grow. The internal work of the company (development, research, market research, product manufacturing, administration, and service) should carefully follow the job descriptions to fulfill the tasks.
6) Crosby Consulting Associates (PCA)
We will perform zero defect work for our customers and for our company. We thoroughly understand the requirements of the job and the systems that support us, and we will always meet the required standards.
Four
Developing a quality policy is not only a process, but a very important process that should be taken seriously. Investigation and analysis of the current situation of the organization can form the input of this process; discussion, determine the direction and objectives is the development of the policy activities; and finally form a realistic, meet the requirements of the quality policy is the output of this process. Therefore, the development of quality policy can be carried out in the following stages.
1. Survey the current situation. For example, you can list some of the content to be investigated, including (but not limited to):
1) What are the characteristics of the organization's products? What is the development trend?
2) What are the main quality problems of the organization's products? What quality accidents have there been? What are the main causes?
3) What is the current status of the organization's product level, technology level, management level? Compared with competitors and the world's advanced level, what are the gaps?
4) What are customers most satisfied with the organization? What is the most dissatisfied? What is the main problem of customer complaints?
5) The organization's products and their production, business processes must comply with what laws and regulations? Are there any violations of laws and regulations and tendencies?
6) Do the organization's resources meet the requirements? Are there any significant gaps?
7) What is the status of the organization's quality management system? Is there a mechanism for self-improvement?
8) What is the financial status of the organization? What are the most profitable and popular products? What are the least profitable and least popular products? What is the flow of customers?
9) What is the current status of the employees? Are they motivated to participate? What are their main needs and expectations?
10) What is the current state of leadership? What are their plans for the future of the organization? Are they committed to developing and implementing an effective quality management system, achieving certification, and continuously improving performance?
2. Analyze the study. For example, the following questions can be discussed and studied, including (but not limited to):
1) What products or businesses should be developed or eliminated? Development of the product or business should reach what level or in what direction?
2) What issues should be prioritized in terms of product quality?
3) What issues should be prioritized in terms of meeting customer requirements?
4) Research and determine the indicators and measurements of customer satisfaction, which are used to measure the current customer satisfaction.
5) What are the subjective and objective factors constraining the performance improvement of the organization? What issues should be prioritized?
6) What are the weaknesses in the quality management system and process management? What issues should be prioritized?
7) In terms of continuous improvement, what mechanisms should be established? How to utilize the enthusiasm of all employees?
8) What changes are likely to occur in the external environment (e.g., laws, regulations, and market conditions)? How to take contingency measures?
9) Is the internal environment favorable? Is it conducive to full participation and effective operation of the system? What conditions need to be created?
10) What should be prioritized in terms of resources?
3. Determine the direction. For example, the following questions can be examined, including (but not limited to):
1) How should the organization implement the eight principles of quality management?
2) What is the general policy of the organization? How should the quality policy reflect this general policy?
3) At what level should the overall quality objective be positioned? Can the quality policy form a framework for this objective?
4) What commitment can the organization make to meeting customer requirements?
5) What is the organization's commitment to meeting legal and regulatory requirements?
6) What commitment can the organization make to continuous improvement?
7) Is the quality policy appropriate to the organization's products, services and activities? How does it reflect the organization's practical pursuits?
8) How does the quality policy reflect the organization's values and corporate culture?
Based on the analysis, several quality policies can be drafted, discussed, and the opinions of middle management cadres and even all employees can be solicited, and finally, the top management can be asked to decide and formally released.
The above work needs to be carried out by a group of people. Can be drawn from the relevant departments of the appropriate personnel to form a temporary working group to draft quality policy and quality objectives, but also by the quality management office and other organizations to draw personnel engaged in this work. The general requirement is to determine the organization's quality policy and quality objectives on the basis of serious investigation and research, not by a showman's whim to make rash decisions.
One, "Superba Electric Company"
Superb quality, improving day by day, and the heart of the ****ji, industry domination.
Second, "Hongta Tobacco Factory"
Meticulous, branch quality, every branch of every box, not excellent.
Three, "Yuan Heng Electronic Information Company"
Innovation, the life of the yuan, integrity, began to be able to Heng, quality, the sharp pursuit of super, efficiency, ****Ji Liqun.
Four, "Hubei Province Jintian Textile Company"
Adapt to international competition, to meet customer demand; casting Jintian famous brand, striving to create a first-class industry.
Fifth, "an electronic factory"
The whole staff integrity and innovation, first-class management, first-class quality, first-class efficiency, to provide customers with first-class service.
Six, "textile factory"
Quality first, the user first, prevention first, reputation first
Nine, "20 Institute"
Systematic management, a success; prevention-oriented, the rule of law.
Ten, "a station"
Adhering to standardized operation, good management of the station; building a socialist civilization window, so that passengers are satisfied.
XI, "Property Management Company"
Security, cleanliness, comfort, elegance
XII, "Shenzhen Electronics Design Institute" (Huafa North Road 30)
Respect for people, respect for the profession, respect for science, quality, efficiency, excellence.
Thirteen, "new benefits of the company"
- strive to become the first choice of customers.
- Treat talents as the most important resource.
- Continuously improve production efficiency.
- Achieve high quality and excellence in every action.
- Encourage the development of pioneering spirit at all levels.
- Valuing long-term relationships with suppliers.
Fourteenth, Shenzhen Sanjiu Hotel
Smile, warm, thoughtful, warm
Fifteenth, Panasonic's motto:
To thoroughly understand the mission of the industry, to seek social improvement and progress, and then contribute to the world's culture, the only way to progress and development is to have all the employees to get along with each other, and *** with the same cooperation. All employees should be united as one to do their best for the society.
Sixteen, Reed State Lighting Factory
Customer first, three presentism; full participation, sustainable development.
Three present refers to the scene, present object, present time
XVII, Construction and Installation Company:
Excellent project quality is the eternal pursuit;
Perfect project construction is the dedication to the society.
The pursuit, high speed, high efficiency, high quality;
will become the purpose of every employee of the company.
Excellent management is the guarantee to gain the trust of customers (owners).
Eighteen, Bao Li Electrical Factory:
Quality and efficiency, sincerity and unity; force to expand the market to meet the demand.
Nineteen, Hongtao Decoration Engineering Company
Relying on the entire staff of high-quality consciousness
Creating first-class management
First-class quality
First-class technology
First-class service
Strive to be the world's leading decorative
Twentieth, Lianyin Electrical Appliances Factory
Sustainable management quality first
We will continue to work with you to ensure that your company's products and services are of high quality and are of high standard, and we will continue to work with you to ensure that your products and services are of high standard. p>21, Jintian Magnetic Technology
Creating Chinese famous brand, making the world's best products, GGMT set honor and responsibility in one.
Treating each other with sincerity and mutual help, GGMT cherishes the long-term cooperative relationship with suppliers and customers.
Improve ourselves and meet the challenges, GGMT employees and the company grow together.
Being enterprising and pursuing excellence, GGMT spares no effort to realize the best quality management.
We may not be great, but we can't be bad.
Xxii. Seiko Seiko
Customers come first, comply with regulations and standards, and improve the quality of products and services.
To give fair evaluation and reward to those who work hard, and to create a company worthy of all the workers' efforts with a group of excellent talents.
To manufacture China's first-class molds and stamping products with the enterprise of high technical strength.
Xxiii Textile Company
Attracting first-class talents with first-class welfare,
building first-class enterprise with first-class talents,
producing first-class products and services with first-class enterprise,
providing first-class benefits with first-class products and services,
providing first-class benefits with first-class benefits again.
Twenty-four, Fu Jin punching mold two factory
Listen to the customer's voice, make the customer's expectations.
But their own company's best to think for themselves, the above is just a reference