Kwaliteitsmanagement
Samenvatti ng
,Inhoudsopgave
1. Evolutie in het denken over kwaliteit....................................................................................1
1.1 Pre-industriële fase (< 1900)............................................................................................1
1.2 Industriële revolutie (1880 – 1940)..................................................................................1
1.3 Procesbeheersing en proces denken (1945 – 1960)........................................................1
1.4 Productkwaliteit van organisatiekwaliteit (1960 – heden)..............................................1
2. Klant denken in historisch perspectief...................................................................................2
2.1 1900 – 1970......................................................................................................................2
2.2 1980 – Heden...................................................................................................................2
3. Kwaliteitsbenadering..............................................................................................................3
3.1 Wat is kwaliteitsbenadering?...........................................................................................3
3.2 5 soorten benaderingen van kwaliteit.............................................................................3
4. Kwaliteit in strategisch/ organisatieperspectief....................................................................4
4.1 Fasen in kwaliteitsstreven................................................................................................4
4.1.1 Bewustwordingsfase (organisatiegericht).................................................................4
4.1.2 Interne fase (Klantgericht)........................................................................................4
4.1.3 Integratiefase (Kwaliteitsgericht)..............................................................................4
4.2 Groeifasen van kwaliteit...................................................................................................5
5. Bedrijfsprocessen...................................................................................................................6
5.1 Primaire processen...........................................................................................................6
5.2 Secundaire processen......................................................................................................6
5.3 Overige processen............................................................................................................6
6. Het meten van kwaliteit.........................................................................................................6
7. Kwaliteitsgoeroe’s..................................................................................................................7
7.1 Klassieke theorie (< 1950)................................................................................................7
7.1.1 Frederick Taylor.........................................................................................................7
7.1.2 Henri Fayol.................................................................................................................7
7.1.3 Max Weber................................................................................................................7
7.2 Procesbeheersing.............................................................................................................8
7.2.1 Walter A. Shewhart...................................................................................................8
7.2.2 William E. Deming.....................................................................................................8
7.2.3 Joseph Moses Juran...................................................................................................9
7.3 Organisatiekwaliteit (Jaren ’70 – 2000).........................................................................10
, 7.3.1 Philip B. Crosby........................................................................................................10
7.3.2 Masaaki Imai...........................................................................................................10
7.3.3 Armand V. Feigenbaum...........................................................................................10
7.3.4 Genichi Taguchi.......................................................................................................10
7.4 > 2000.............................................................................................................................10
8. Samenvatting kwaliteitsgoeroe ’s........................................................................................11
9. Aspect- en subsystemen......................................................................................................12
9.1 Subsysteem....................................................................................................................12
9.2 Aspectsysteem...............................................................................................................12
9.3 Aspect-deelsysteem.......................................................................................................12
10. Black box.............................................................................................................................12
10.1 Tekenregels..................................................................................................................12
11. Maanreisbenadering..........................................................................................................12
12. Systeemtekening................................................................................................................12
12.1 Tekenregels..................................................................................................................13
13. Flowchart............................................................................................................................13
13.1 Tekenregels..................................................................................................................13
13.2 Feed forward................................................................................................................13
13.3 Feedback......................................................................................................................13
14. Inspecteren van eindproducten.........................................................................................14
15. Steekproefsgewijze keuring...............................................................................................14
16. Zeven quality control tools.................................................................................................14
16.1 Stroomdiagram.............................................................................................................14
16.2 Visgraatdiagram of Ishikawa diagram..........................................................................14
16.3 5x Waarom...................................................................................................................15
16.4 Pareto-analyse..............................................................................................................15
16.5 Lijndiagram...................................................................................................................15
16.6 Regelkaart (Shewhart)..................................................................................................15
16.7 Histogram.....................................................................................................................15
16.8 Spreidingsdiagram........................................................................................................16
17. Samenvattend quality control tools...................................................................................16
18. Taguchi verliescurve...........................................................................................................17
18.1 Proces variatie en standaardafwijking.........................................................................17
Samenvatti ng
,Inhoudsopgave
1. Evolutie in het denken over kwaliteit....................................................................................1
1.1 Pre-industriële fase (< 1900)............................................................................................1
1.2 Industriële revolutie (1880 – 1940)..................................................................................1
1.3 Procesbeheersing en proces denken (1945 – 1960)........................................................1
1.4 Productkwaliteit van organisatiekwaliteit (1960 – heden)..............................................1
2. Klant denken in historisch perspectief...................................................................................2
2.1 1900 – 1970......................................................................................................................2
2.2 1980 – Heden...................................................................................................................2
3. Kwaliteitsbenadering..............................................................................................................3
3.1 Wat is kwaliteitsbenadering?...........................................................................................3
3.2 5 soorten benaderingen van kwaliteit.............................................................................3
4. Kwaliteit in strategisch/ organisatieperspectief....................................................................4
4.1 Fasen in kwaliteitsstreven................................................................................................4
4.1.1 Bewustwordingsfase (organisatiegericht).................................................................4
4.1.2 Interne fase (Klantgericht)........................................................................................4
4.1.3 Integratiefase (Kwaliteitsgericht)..............................................................................4
4.2 Groeifasen van kwaliteit...................................................................................................5
5. Bedrijfsprocessen...................................................................................................................6
5.1 Primaire processen...........................................................................................................6
5.2 Secundaire processen......................................................................................................6
5.3 Overige processen............................................................................................................6
6. Het meten van kwaliteit.........................................................................................................6
7. Kwaliteitsgoeroe’s..................................................................................................................7
7.1 Klassieke theorie (< 1950)................................................................................................7
7.1.1 Frederick Taylor.........................................................................................................7
7.1.2 Henri Fayol.................................................................................................................7
7.1.3 Max Weber................................................................................................................7
7.2 Procesbeheersing.............................................................................................................8
7.2.1 Walter A. Shewhart...................................................................................................8
7.2.2 William E. Deming.....................................................................................................8
7.2.3 Joseph Moses Juran...................................................................................................9
7.3 Organisatiekwaliteit (Jaren ’70 – 2000).........................................................................10
, 7.3.1 Philip B. Crosby........................................................................................................10
7.3.2 Masaaki Imai...........................................................................................................10
7.3.3 Armand V. Feigenbaum...........................................................................................10
7.3.4 Genichi Taguchi.......................................................................................................10
7.4 > 2000.............................................................................................................................10
8. Samenvatting kwaliteitsgoeroe ’s........................................................................................11
9. Aspect- en subsystemen......................................................................................................12
9.1 Subsysteem....................................................................................................................12
9.2 Aspectsysteem...............................................................................................................12
9.3 Aspect-deelsysteem.......................................................................................................12
10. Black box.............................................................................................................................12
10.1 Tekenregels..................................................................................................................12
11. Maanreisbenadering..........................................................................................................12
12. Systeemtekening................................................................................................................12
12.1 Tekenregels..................................................................................................................13
13. Flowchart............................................................................................................................13
13.1 Tekenregels..................................................................................................................13
13.2 Feed forward................................................................................................................13
13.3 Feedback......................................................................................................................13
14. Inspecteren van eindproducten.........................................................................................14
15. Steekproefsgewijze keuring...............................................................................................14
16. Zeven quality control tools.................................................................................................14
16.1 Stroomdiagram.............................................................................................................14
16.2 Visgraatdiagram of Ishikawa diagram..........................................................................14
16.3 5x Waarom...................................................................................................................15
16.4 Pareto-analyse..............................................................................................................15
16.5 Lijndiagram...................................................................................................................15
16.6 Regelkaart (Shewhart)..................................................................................................15
16.7 Histogram.....................................................................................................................15
16.8 Spreidingsdiagram........................................................................................................16
17. Samenvattend quality control tools...................................................................................16
18. Taguchi verliescurve...........................................................................................................17
18.1 Proces variatie en standaardafwijking.........................................................................17
