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Samenvatting KAM hoofdstuk 1,2 ,5,7,8,9,10
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Samenvatting kwaliteitsmanagement Ron Emmerink Hoofdstuk 2,5,7,8,9,10
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Samenvatting KAMInhoud
Table of Contents
Hoofdstuk 1............................................................................................................................................4
1.1 Inleiding........................................................................................................................................4
1.3 Overeenkomsten KAM-zorgsystemen..........................................................................................4
1.4 Historische ontwikkeling KAM......................................................................................................4
1.5 Visie, missie, principes, strategie en concept...............................................................................5
Hoofdstuk 2............................................................................................................................................5
2.3 Waarom kiezen organisaties voor kwaliteit?................................................................................6
2.4 integrale kwaliteitszorg................................................................................................................6
2.5 Amerikaanse invloeden op de theorie van kwaliteitszorg............................................................6
2.5.1 De invloed van Shewhart en Deming op de kwaliteitszorg....................................................6
2.5.2 De Big Q van Juran.................................................................................................................7
2.5.3 Het Zero-defectsprogramma van Crosby...............................................................................7
2.5.4 De totale kwaliteitscontrole van Feigenbaum.......................................................................8
2.6 Japanse invloeden op de theorie van kwaliteitszorg....................................................................9
2.6.1 Het kwaliteitsconcept van Ishikawa.......................................................................................9
2.6.2 Het kaizen concept van Imai: Voortdurende, stapsgewijze verbetering..............................10
2.6.3 De theorie van Nariaki Kano................................................................................................11
2.6.4 Het robuuste ontwerp van Taguchi.....................................................................................12
Hoofdstuk 5..........................................................................................................................................13
5.2 Het nut van certificering.............................................................................................................13
5.3 ISO-normen................................................................................................................................13
5.3.4 6 verplichte procedures.......................................................................................................14
5.3.5 ISO 9001:2008......................................................................................................................15
5.3.6 ISO 9001:2015......................................................................................................................15
5.4 kwaliteit in Nederlandse zorginstellingen...................................................................................15
5.5 HACCP – Analyselijst van Kritische Controlepunten....................................................................16
5.5.4 Procedures om de voedselveiligheid te garanderen............................................................17
5.6 ISO22000, BRC, IFS, GMP, IKB en GFSI........................................................................................17
5.6.1 ISO 22001.............................................................................................................................17
5.6.2 BRC – Britisch Retail CONSORTIUM.....................................................................................18
5.6.3 IFS - International Food Standard........................................................................................18
5.6.4 Good Manufacturing Practices (GMP).................................................................................18
1
, 5.6.5 Integrale Keten Beheersing (IKB).........................................................................................18
5.6.6Global Food Safety Initiative (GFSI).......................................................................................18
Hoofdstuk 7..........................................................................................................................................19
7.2 Organisatie van processen..........................................................................................................19
7.2.1 Verschillende soorten processen.........................................................................................19
7.2.2 verschillende productiebedrijven........................................................................................19
7.2.3 Primaire, secundaire en tertiaire processen........................................................................19
7.2.4 Business process improvement en business process redesign............................................20
7.2.5 Quick Response Manufacturing (QRM)................................................................................20
7.3 Opstellen van procedures...........................................................................................................20
7.3.2 wat zijn kritische activiteiten...............................................................................................20
7.4 Essentie van het kwaliteitshandboek..........................................................................................21
7.4.2 Eisen kwaliteitshandboek....................................................................................................21
7.5 betekenis van flowcharts............................................................................................................21
8.2 Toyota Production System..............................................................................................................21
8.3 Lean Manufacturing....................................................................................................................23
8.3.1 doelstellingen lean manufacturing......................................................................................23
8.4 Ontwikkeling van Six Sigma........................................................................................................24
8.5 Wat is Six Sigma?........................................................................................................................24
8.6 principes van six sigma (blz 217).................................................................................................25
8.7 Opleiden van medewerkers tot Belts..........................................................................................25
8.8 Lean Manufacturing en Six Sigma = Lean Six Sigma (LSS)...........................................................26
8.9 Six Sigma in de praktijk...............................................................................................................27
Hoofdstuk 9..........................................................................................................................................27
Hoofdstuk 9.2 define-instrumenten.................................................................................................27
9.2.1 Brainstorming......................................................................................................................27
9.2.2 6-3-5-methode.....................................................................................................................28
9.2.3 Zes denkhoeden van Edward de Bono.................................................................................28
9.2.4 mindmapping.......................................................................................................................28
9.3 Measure-instrumenten...............................................................................................................29
9.3.2 Turfstaat..............................................................................................................................29
9.3.2 Kengetallen..........................................................................................................................29
9.3.3 Paretoanalyse......................................................................................................................30
9.3.4 Regelkaart............................................................................................................................30
9.3.5 Kolommendiagram..............................................................................................................31
9.4 Analyse-instrumenten................................................................................................................31
9.4.1 5x Waarom-methode...........................................................................................................31
9.4.2 Visgraat- of Ishikawadiagram...............................................................................................31
2
, 9.4.3 ‘Drie muren -methode’........................................................................................................31
9.4.4 Failure Mode and Effect Analysis (FMEA)............................................................................32
9.5 Improve-instrumenten...............................................................................................................33
9.5.1 Verbetervoorstel..................................................................................................................33
9.6 Control-instrumenten.................................................................................................................33
9.6.1 Poka Yoke............................................................................................................................33
9.6.2 5S-methode.........................................................................................................................34
10.2 Vormen van dienstverlening.........................................................................................................34
10.2.1 Tien verschillen tussen goederen en diensten...................................................................35
10.2.2 Moet-, plicht- en kan-verwachtingen.................................................................................35
10.3 Perceived service quality..........................................................................................................35
10.3.2 Criteria voor de beoordeling van kwaliteit.........................................................................35
10.4 Te vermijden fouten in dienstverlening....................................................................................36
10.4.1 De ‘acht zonden’ van klantgerichtheid..............................................................................36
10.5 Gap-model................................................................................................................................36
10.6 Service Profit Chain...................................................................................................................37
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, Hoofdstuk 1
1.1 Inleiding
Een definitie van kwaliteit
Die activiteiten die in een organisatie worden verricht om de producten of diensten tegen zo laag
mogelijke kosten op het juiste kwaliteitsniveau te produceren.
Arbeidsomstandigheden
Een goede kwaliteit van het werk en op het werk leidt tot een lager verzuim, meer veiligheid en
groter welzijn.
Milieu
Milieuonvriendelijk produceren wordt niet meer geaccepteerd.
1.3 Overeenkomsten KAM-zorgsystemen
Organisaties moeten bij alle drie KAM-aspecten voldoen aan bepaalde specificaties. Soms worden die
opgelegd door de overheid, soms door afnemers, soms door de organisatie zelf. Kam kent 6
belangrijke overeenkomsten, op de volgende punten:
1. Beheersing van managementprocessen;
2. Investeren in de techniek en in de werkprocessen;
3. Opstellen van procedures;
4. Oplossingsmethodieken;
5. Advisering;
6. Standaardisatie. (Werken in een vaste volgorde of volgens bepaalde procedures)
1.4 Historische ontwikkeling KAM
De negentiende eeuw: ‘de Engelse eeuw’:
- Stijging van de kwaliteit van producten door standaardisatie
- Ontstellende verslechtering van de arbeidsomstandigheden
- Geen enkele aandacht voor het leefmilieu.
De twintigste eeuw: ‘de Amerikaanse eeuw’:
- Veel economische activiteit door de twee wereldoorlogen
- Verbetering van arbeidsomstandigheden in de westerse landen
- In het begin een gering aanbod door een beperkte concurrentie: Juran: “De kwaliteit neemt
af als het aanbod gering is’’
De Japanners ontdekken kwaliteit als concurrentie model, en hebben meer aandacht voor het milieu.
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