國(guó)際汽車行業(yè)質(zhì)量管理體系（培訓(xùn)課程）

1、國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002常州明飛企業(yè)管理咨詢有限公司Changzhou Ming fei Management Consulting Co.,Ltd 1國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou MingMing fei Management Consulting Co.,Ltd 2第1章- ISO/TS 16949背景簡(jiǎn)介第2章- 基于ISO9000：2000的八項(xiàng)原則及過(guò)程法第3章- ISO/TS16949:2002技術(shù)規(guī)范逐條詳解第4章- 基于ISO9000過(guò)程為導(dǎo)向的審核方法國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/

2、TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 3國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 4三大汽車公司（通用汽車、福特、克萊斯勒 ）從1994年就已經(jīng)采用QS-9000為他們供應(yīng)商的統(tǒng)一質(zhì)量體系標(biāo)準(zhǔn)。歐洲汽

3、車制造商開發(fā)出了他們自己的標(biāo)準(zhǔn)。當(dāng)然VDA6.1（德國(guó)）在北美最知名、使用最廣。美國(guó)供應(yīng)基地符合VDA6.1的需求是由兩種因素產(chǎn)生的： 戴姆勒-奔馳與克萊斯勒新近的合并 類似地，在德國(guó)，Adam Open汽車集團(tuán)（通用汽車的分公司）和 福特Werke汽車集團(tuán)要求他們的供應(yīng)商滿足QS-9000。國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 5ISO/TS 16949:2002是美國(guó)AIA

4、G、德國(guó)VDA-QMC、法國(guó)CCFA/FIEV、意大利ANFIA、英國(guó)SMMT、日本JAMA、ISO/TC176的聯(lián)合編制 第一版1999年3月版布 第二版2002年3月版布國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 6國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Cha

5、ngzhou Ming fei Management Consulting Co.,Ltd 7Answer to Question 1 Generally, an upgrade is possible at any time, For economic reasons however, it is recommended to carry out the upgrade when a surveillance or re-audit is due in accordance with the running certification cycle begins. In accordance

6、with the certification regulations, compliance with the ISO/TS 16949 requirements must however be demonstrated for an entire 12-month cycle.Supplement: The process of proving compliance for the previous 12 months does not have to correspond to the ISO/TS 16949 scheme but can be based on any quality

7、system standard . However, as soon as the application for ISO/TS 16949 certification is made, proof has to be provided to show that at least all individual requirements are in compliance with the ISO/TS 16949 certification scheme. This refers particularly to the complete auditing and management revi

8、ew of the site to be audited based on ISO/TS 16949.國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 82003年12月15日后ISO：1994將不再作為可以認(rèn)證的標(biāo)準(zhǔn)2003年12月15日后QS-9000將變成一個(gè)獨(dú)立的認(rèn)證-如果尋求ISO9001：2000認(rèn)證，必須獲得單獨(dú)認(rèn)證ISO/TS16949：1999將在2003年12月15日終

9、止國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 9“ISO/TS16949是由國(guó)際汽車特別工作組（IATF)、ISO/TS 176,質(zhì)量管理和質(zhì)量保證，及其分委員會(huì)的代表一起起草的一種ISO技術(shù)規(guī)范。應(yīng)用ISO9001：2000時(shí)的具體要求已融入了ISO/TS 16949.此規(guī)范與ISO 9001：2000的結(jié)構(gòu)相同，增加的附加要求源于以下文件： -QS-9000質(zhì)量體系要求，第三版

10、-VDA6，第一部分，質(zhì)量體系審核 -AVSQ94應(yīng)用指南 -供應(yīng)商質(zhì)量表現(xiàn)評(píng)估（EAQF 94）國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd ISO/TS16949以建立美國(guó)和歐洲汽車行業(yè)可接收的、單一文件和認(rèn)證程序?yàn)槟康膮f(xié)調(diào)了美國(guó)、德國(guó)、意大利、法國(guó)、日本、英國(guó)的供應(yīng)商質(zhì)量體系要求。10 基于ISO9001：2000版的過(guò)程法的運(yùn)用 ISO/TS16949：1999版的反饋和經(jīng)驗(yàn)

11、增加了日本汽車制造協(xié)會(huì)（JAMA）要求 增加國(guó)際標(biāo)準(zhǔn)化組織（ISO）下屬TC176技術(shù)委員會(huì)的要求 ISO/TS16949標(biāo)準(zhǔn)的認(rèn)證將由IAIF的五個(gè)監(jiān)督辦公室控制（意大利AMFIA、德國(guó)IAO-QMC、美國(guó)IAOB、英國(guó)SMMT、法國(guó)IATF-France）國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 11國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzho

12、u Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 12歐洲國(guó)家北美（USA，及墨西哥）南美（特別是巴西）亞洲（中國(guó)大陸，日本，南韓，臺(tái)灣，香港，馬來(lái)西來(lái)和印度）澳大利亞和新西蘭-據(jù)IATF統(tǒng)計(jì)，目前由IATF認(rèn)可的46個(gè)認(rèn)證機(jī)構(gòu)在全球共發(fā)出超過(guò)1500張證書。國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Manage

13、ment Consulting Co.,Ltd 13國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 14國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 15國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系

14、講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 16國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 17德國(guó)汽車工業(yè)聯(lián)合會(huì)德國(guó)汽車工業(yè)聯(lián)合會(huì)-質(zhì)量管理中心質(zhì)量管理中心 -國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO

15、/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 18國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002上海精恒企業(yè)管理咨詢有限公司培訓(xùn)中心上海精恒企業(yè)管理咨詢有限公司培訓(xùn)中心 2002 2002年年3 3月月 19國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei

16、Management Consulting Co.,Ltd 20國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 21 持續(xù)改進(jìn) 預(yù)防缺陷 減少偏差 降低浪費(fèi)國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consult

17、ing Co.,Ltd 22國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002上海精恒企業(yè)管理咨詢有限公司培訓(xùn)中心上海精恒企業(yè)管理咨詢有限公司培訓(xùn)中心 2002 2002年年3 3月月 23國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 242 本技術(shù)規(guī)范與ISO9001：2000相結(jié)合，規(guī)定了汽車相關(guān)產(chǎn)品的設(shè)計(jì)、開發(fā)、生產(chǎn)、安裝與服務(wù)的質(zhì)量體系要求。2 本技術(shù)規(guī)范適用于組織

18、的顧客要求的生產(chǎn)件或服務(wù)件的制造現(xiàn)場(chǎng)。2 本技術(shù)規(guī)范也可應(yīng)用于整個(gè)汽車供應(yīng)鏈。 注：“外部場(chǎng)所”例如設(shè)計(jì)中心，公司總部和配送中心等應(yīng)作為支持性現(xiàn)場(chǎng)被審核，其不能按本技術(shù)規(guī)范單獨(dú)被認(rèn)證。國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 25( 協(xié)調(diào)-QS-9000質(zhì)量體系要求，第三版-VDA6，第一部分，質(zhì)量體系審核-AVQS94應(yīng)用指南-供應(yīng)商質(zhì)量表現(xiàn)評(píng)估（EAQF 94）( 定義術(shù)語(yǔ)(

19、基礎(chǔ)：ISO9001：2000國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 26 零件 商品 公司 協(xié)會(huì) 行業(yè) 基礎(chǔ)國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 27國(guó)質(zhì)汽車工

20、業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 客戶要求ISO/TS 16949零件和過(guò)程批準(zhǔn)程序國(guó)際標(biāo)準(zhǔn)ISO 9001：2000公司特殊要求界定國(guó)際質(zhì)量體系要求界定國(guó)際汽車行業(yè)質(zhì)量體系要求顧客相關(guān)質(zhì)量體系要求顧客關(guān)于以下內(nèi)容的支持參考手冊(cè)，：先期質(zhì)量策劃控制計(jì)劃工具和技能1234第一級(jí)-質(zhì)量手冊(cè)確定方法和職責(zé)，包手對(duì)顧客需求的保證第二級(jí)-程序文件誰(shuí)，何事，何時(shí)第三級(jí)-作業(yè)指導(dǎo)書回答：如何做第四

21、級(jí)-其它文件及時(shí)記錄信妹如表格、標(biāo)簽、標(biāo)貼28國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 29國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 30國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座I

22、SO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 31（AIAG）By Daimler-Chrysler Ford Motor Company General Motors國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,

23、Ltd 1994 第1版1995 第2版199619971998 第3版32整車廠： 零部件商：Audi 奧迪 Bosch 博世Adam Opel 歐寶 Hella 海拉BMW 寶馬 ITT 埃梯梯DaimlerBenz 奔馳 Lemforder 倫福德Porsche 保時(shí)捷 TRM 天合Volkswagen 大眾 Siemens 西門子國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 1

24、991 第1版1992 第2版1993 1994 1995 1996 第3版19971998 第4版33國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 34QS-9000將發(fā)生些什么？ -沒有基于ISO9000：2000的修改計(jì)劃 -基于ISO9000：1994的第三版手冊(cè)將保持到2006年12月14日 -IASG認(rèn)可的解釋將考慮12/15/03后的證書頒發(fā)進(jìn)行發(fā)布QS9000 PPAP

25、和參考手冊(cè)將有何變化？ -最新版本繼續(xù)有效國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 35國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd U 企業(yè)領(lǐng)導(dǎo) Z1 企業(yè)戰(zhàn)略 P 產(chǎn)品

26、與過(guò)程1,2,17,18ISO9001 4.X-3,4,5,6,7,8,9,1011,12,13,14,15,16,17,19,2036Will the VDA volume 6part 1 be adapted to the ISO9001:2000Answer to Question 1: No. the VDA Volume 6.1 will in the medium term remain the standard for quality system requirements for suppliers of the German Automotive Industry. For

27、certification in accordance with VDA 6.1 , a certificate supplement will be issued which refers to a valid ISO 9001 certificate. However, there will be a revision of the references to ISO 9001 and ISO 9004. This will be the task of the working group 6”Basics for quality audits”.國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS

28、16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 37國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd QA TQC 6 38國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei

29、Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd TQC Model這樣才能開發(fā)出具有竟?fàn)幜Φ漠a(chǎn)品Balancing平衡顧客期望的因素39國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd TQC 的理念的理念40國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Chang

30、zhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 中華人民共和國(guó)憲法平衡法律責(zé)任利潤(rùn)有效性效率41國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 42國(guó)際汽車工業(yè)行動(dòng)集團(tuán)ANFIA Italy 意大利AIGA USA 美國(guó)CCFA France 法國(guó)FI

31、EV France 法國(guó)SMMT UK 英國(guó)VDA Germany 德國(guó)JAMA Japan 日本國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 43國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting

32、 Co.,Ltd QS 9000VDA 6.1其它歐洲標(biāo)準(zhǔn)ISO 14000ISO 9001:2000QS 9000TS 16949:200244國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 45國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming f

33、ei Management Consulting Co.,Ltd 46使用資源將輸入轉(zhuǎn)化為輸出的活動(dòng)的系統(tǒng)注：一個(gè)過(guò)程的輸出通常是其他過(guò)程的輸入國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 控制轉(zhuǎn)換資源輸入輸出反饋47國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Chang

34、zhou Ming fei Management Consulting Co.,Ltd 客戶輸出質(zhì)量管理體系持續(xù)改進(jìn)管理職責(zé)資源管理測(cè)量、分析和改進(jìn)產(chǎn)品實(shí)現(xiàn)產(chǎn)品滿意 客 戶要求輸入48國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd Controls控制Objective目標(biāo)Corrective Action改進(jìn)行動(dòng)Resources資源Measurement測(cè)量Continuous Im

35、provement持續(xù)改進(jìn)Inputs輸入Outputs輸出49國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 程序-控制的方法PROCEDURE*(“Specified way to carry out an activity or a process”-may be documented or not)(“Set of interrelated or interacting acti

36、vities”)監(jiān)控和測(cè)量時(shí)機(jī)（過(guò)程前、中后）輸出Output輸入Input(Includes resources)(包括資源)MONITORING AND MEASUREMENT OPPORTUNITIES(Before, during and after thd process)*note This is the definition of “Procedure” given in ISO 9000:2000 This does not necessarily mean one of the 6 “documented procedures” required by ISO 9001:20

37、00 EFFEC TIVENESS OF PROCESS = Ability to achieve desired results (Focus of ISO 9001:2000) EFFECIENCY OF PROCESS = Results achieved vs resources used (Focus of ISO 9004:2000產(chǎn)品-過(guò)程的結(jié)果 (“Result of a process”)過(guò)程的效率達(dá)到目標(biāo)時(shí)所消耗的資源50國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,L

38、td Changzhou Ming fei Management Consulting Co.,Ltd CommunicationSetting quality policy and ObjectivesManagement reviewAvailability of resoures use of dataProcesses to demonstrate:Conformity of productConformity of management systemContinual improvementPanning of produce realizationCustomer related

39、processes Design and development purchasing Production and service provision Control and monitoring and nuing devicesDetection and provision of resources human resources infrastructure work environmentPDCA approach have toApply to all described processes in fig.x51國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Chan

40、gzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 5.Top management processes Examples:Process to define quality policy And objectives Communication processManagement review8.Measurement, Analysis andImprovement processesExamples:Processes to demonstrate:Co

41、nformity to predictConformity of management system Continual duct Realization processesExamples:PlanningCustomer related processesDesign & development processPurchasing processProduction & service prevision control of monitoring andMeasuring devices6.Resource ManagementProces

42、sesExamples Determination and provisionOf resourcesHuman resourcesInfrastructure definitionWork environment definition4.Quality Management system processes52國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd A PD CA PD CPR

43、OCESS AEXTERNAL CUSTOMERInput AInput BA PD CPROCESS BPROCESS CInput COutput AOutput BA PD COutput CPROCESS EInput EInput DPROCESS DOutput DA PD CA PD CEXTERNAL CUSTOMERPROCESS FA PD CInternalCustomerInternalCustomerInput FOutput FFeedback53“Plan” establish the objectives and processes necessary to d

44、eliver results in accordance with customer requirements and the organizations policies;“Do” implement the processes;“Check”monitor and measure processes and product against policies, objectives and requirements for the product and report the results;“Act” take actions to continually improve process

45、performance;”國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd Act*How to improve next time?Plan*What to do ? *How to do it?Check*Did things happen according to plan?Do*Do what was planned54顧客導(dǎo)向的過(guò)程（Customer Oriented Proce

46、ss, Cops）-Marketing Analysis -Product/Production-Bid/Tender -Delivery-Product and Process Design -Warranty/Service -Product and Process Verification and Validation-Post Sales/Customer Feedback國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Managemen

47、t Consulting Co.,Ltd 顧客導(dǎo)向的過(guò)程 Cops顧客顧客過(guò)程類型55國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 管理過(guò)程領(lǐng)導(dǎo)的責(zé)任質(zhì)量方針、質(zhì)量目標(biāo)、質(zhì)量策劃質(zhì)量管理體系、質(zhì)量文化資料、質(zhì)量管理評(píng)審內(nèi)部溝理文件的控制質(zhì)量記錄的控制顧客期望和要求產(chǎn)品形成過(guò)程開發(fā)和市場(chǎng)營(yíng)銷采購(gòu)和供方評(píng)審生產(chǎn)過(guò)程確認(rèn)檢驗(yàn)工具監(jiān)控搬運(yùn)、存放、饈裝、發(fā)送支持和改進(jìn)過(guò)程缺陷控制、數(shù)據(jù)分析和利用

48、識(shí)別和可追溯性檢驗(yàn)、不斷改進(jìn)過(guò)程改進(jìn)和糾正措施員工過(guò)程新員工的指導(dǎo)進(jìn)修、訓(xùn)練、技能評(píng)定工作環(huán)境和基礎(chǔ)設(shè)施訓(xùn)練需要、訓(xùn)練證明與顧客有關(guān)的過(guò)程投訴管理顧客財(cái)產(chǎn)的對(duì)待售后服務(wù)、顧客咨詢贏得顧客制定報(bào)價(jià)訂單處理監(jiān)控過(guò)程質(zhì)量管理體系績(jī)效的量度管理評(píng)審內(nèi)部審核顧客滿意度的量度過(guò)程的測(cè)量產(chǎn)品的測(cè)量56國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 組織網(wǎng)絡(luò)圖Customerneedsmarketing

49、developmentProgramplanningRegistration/invitationpurchasingCommission trainerServicing/maintenancePlanning/implementationcoursesCustomersatisfactionSuggestions, improvements, complaints57國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Con

50、sulting Co.,Ltd customerCustomer returnsContractbranchFieldserviceParallelactivitiessystemmediumindicatorCredit checkmanualEDPpostTelephone/inter-office mailIntranet Processing time AnyDiscrepancies?ConfirmorderInput contractData in EDPreviewCompleteness, correctnessRelease ofcontractClarification o

51、f discrepanciesNoYes58國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd Overlapping processes重疊過(guò)程總過(guò)程annualplanning年度計(jì)劃monthlyplanning月度計(jì)劃dailyplanning每日計(jì)劃CustomerOrder顧客訂貨PlanningReview計(jì)劃評(píng)審Production生產(chǎn)PurchaseMeasuringEqu

52、ipment采購(gòu)測(cè)量設(shè)備CalibrateMeasuringEquipment校驗(yàn)測(cè)量設(shè)備MeasureProduce測(cè)量設(shè)備59國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd Parallel activities in processes過(guò)程中的平行活動(dòng)分過(guò)程OrganizeDelivery組織交付ProducePart 2生產(chǎn)第二部份ProducePart 1生產(chǎn)第一部份Assem

53、bly裝配Shipment出貨裝般DailyPlanning每日計(jì)劃CustomerOrder顧客代表60國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 項(xiàng)目一：提供培訓(xùn)Project 1:Training Delivery項(xiàng)目交付物Project Deliverable培訓(xùn)準(zhǔn)備Prepare for Training實(shí)施培訓(xùn)Implement Training總結(jié)Summary進(jìn)行面談

54、Conduct Interviews總結(jié)/匯報(bào)Summarize /Report設(shè)計(jì)課程Design Program確定培訓(xùn)設(shè)備Identify Training Aids與客戶一起審查設(shè)計(jì)Review Design with Client尋找并確定培訓(xùn)地點(diǎn)Identify Venue發(fā)出通知Issue Notice學(xué)員報(bào)告Participants Attend確定要求Determine Rees.制作證書Produce Certificate實(shí)施培訓(xùn)Implement Training61國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Ma

55、nagement Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 62國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd Flow chartProcedureImCInCommentIm： implementationC：cooperationIn：Information63國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座

56、ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 起床開始看見商人了嗎？早餐登上塔樓了望爬下塔樓騎馬出發(fā)對(duì)商人進(jìn)行搶劫把掠奪的東西拖回家結(jié)束檢查表：從什么上面我可以認(rèn)出一個(gè)商人？檢查表：行為方式常用的藏身處是否64國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Mana

57、gement Consulting Co.,Ltd 65* 第一部分：基于ISO 9001 ISO 9001（2000）加上汽車行業(yè)所規(guī)定的要求* 第二部分：客戶的特殊要求 行業(yè)各自的特殊要求國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 66國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting C

58、o.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 67國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 68國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management C

59、onsulting Co.,Ltd 69國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 70國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 71國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/

60、TS 16949:2002Changzhou Ming fei Management Consulting Co.,Ltd Changzhou Ming fei Management Consulting Co.,Ltd 一個(gè)質(zhì)量管理體系724.1 為了實(shí)施質(zhì)量管理體體系，組織必須： a）確定質(zhì)量管理體系有哪些過(guò)程； b）確定這些過(guò)程的順序與相互聯(lián)系； c）確定標(biāo)準(zhǔn)與方法，確保這些過(guò)程在運(yùn)行和受控 d）確保資源與信息，支持這些過(guò)程的運(yùn)作與監(jiān)視； e）測(cè)量、監(jiān)視和分析這些過(guò)程； f）實(shí)施持續(xù)改進(jìn)和措施。國(guó)質(zhì)汽車工業(yè)質(zhì)量管理體系講座ISO/TS 16949:2002Changzhou Ming fei Mana