Orientation

Mahmoud Ibrahim Elhefnawi 1

Customer delighted

Quality Evolution

Meeting customer requirements (contract)

Exceeding customer requirements

Customer satisfaction

Orientation

Mahmoud Ibrahim Elhefnawi 2

Design

process

Purchsing

production

Storing

sales

Installation

Service

Marketing

Quality CycleC

ust

om

er S

ide

Su

pp

lier

Sid

e

Orientation

Mahmoud Ibrahim Elhefnawi 3

ISO9001:2000 Requirements

4- Quality management system

5- Management responsibility

6- Resource management

7- Product realization

8- Measurement, analysis and improvement

Orientation

Mahmoud Ibrahim Elhefnawi 4

Quality management principles

1- Customer focus

2- Leadership

3- Involvement of people

4- Process approach

5- System approach to management

6- Continual improvement

7- Factual approach to decision making

8- Mutually beneficial supplier relationship

Orientation

Mahmoud Ibrahim Elhefnawi 5

Product

• Everything concerns your customer is a Product(the customer accepts to pay for it)

• Anything doesn’t concern your customer is not a Product(the customer doesn’t accept to pay for it)

Orientation

Mahmoud Ibrahim Elhefnawi 6

Effectiveness

Efficiency

Effectiveness & Efficiency

Actual result

Planned target

Actual consumed resources

Planned resources

Orientation

Mahmoud Ibrahim Elhefnawi 7

Process

Process description

Supplier

Inputs

Customer

Outputs

Process owner

performance indicators

Orientation

Mahmoud Ibrahim Elhefnawi 8

Process Example

Process descriptionpurchasing

Inputs Supplier Outputs Customer

Process owner: purchasing manager

Performance indicators1-orders on time %2-material receiving on time%3-material cost4-defective ppm

1-Production plan 2- BOM

3- Lead Time

1-Planning Department

2-Design department

3-supplier

1-purchasing plan 2- call off

3- payment request

4-Materials

1-warehouse/finance 2- supplier

3- finance

4-warehouse

Orientation

Mahmoud Ibrahim Elhefnawi 9

WorkshopList your suppliers, the inputs, your customers, and the outputs

Supplier Input Customer Output