Tham khảo tài liệu 'statistical process control 5 part 2', kỹ thuật - công nghệ, cơ khí - chế tạo máy phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 22 Quality processes and control In spite of agreeing to your request to employ further inspection staff from January to increase finished product inspection to 100 per cent you will see that overall quality costs have shown no significant change. I look forward to receiving your comments on this. Discuss the issues raised by the above memorandum. 5 You are a management consultant and have been asked to assist a manufacturing company in which 15 per cent of the work force are final product inspectors. Currently 20 per cent of the firm s output has to be reworked or scrapped. Write a report to the Managing Director of the company explaining in general terms how this situation arises and what steps may be taken to improve it. 6 Using a simple model of a process explain the main features of a process approach to total quality management and improvement. 7 Explain a system for statistical process control SPC which concentrates attention on prevention of problems rather than their detection. 8 What are the basic tools of SPC and their main application areas 2 Understanding the process Objectives To further examine the concept of process management and improving customer satisfaction. To introduce a systematic approach to defining customer-supplier relationships defining processes standardizing procedures designing modifying processes improving processes. To describe the various techniques of block diagramming and flowcharting and to show their use in process mapping examination and improvement. To position process mapping and analysis in the context of business process re-engineering BPR . Improving customer satisfaction through process management An approach to improvement based on process alignment starting with the organization s mission statement analysing its critical success factors CSFs and moving on to the key or critical processes is the most effective way to engage the people in an enduring change process. In addition to the knowledge of the business as a
