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ASPECTS OF TOTAL QUALITY MANAGEMENT APPLIED IN ...

ASPECTS OF TOTAL QUALITY MANAGEMENT APPLIED IN ...

Annals of the University

Annals of the University “Constantin Brâncuşi”of Tg-Jiu, No. 1/2008, Volume 2, ISSN: 1842-4856 suntem constienti ca in perioada care urmeaza, cea mai importanta caracteristica a serviciilor noastre trebuie sa fie calitatea. Prin urmare, misiunea organizatiei noastre este: realizarea serviciilor de management de proiect, management informatic, managementul gestiunii, consultanta si managementul afacerilor, astfel incat sa se obtina un inalt grad de satisfactie a clientilor nostri precum si asigurarea dezvoltarii si profitabilitatii organizatiei noastre. Aceasta misiune dorim sa o indeplinim prin satisfacerea cerintelor, mentinerea si imbunatatirea continua a eficacitatii Sistemului de Management al Calitatii, in conformitate cu SR EN ISO 9001:2001. Procesele derulate in cadrul organizatiei noastre, prevazute de cerintele standardului ISO9001:2000, confirma existenta unui sistem de management al calitatii consolidat si sunt grupate in trei mari categorii, fiecare fiind documentat in una sau mai multe proceduri ale sistemului calitatii: • Procese care generează valoare adăugata, aflate la interfaţa: o cu piaţa - marketing pentru identificarea cerinţelor pieţei de soluţii integrate IT&C o cu clientul final - procese de management corporativ al afacerii, ce conţine procesele de dezvoltare si implementare a proiectului, având la baza subprocesele de suport tehnic • Procese de management, care definesc activităţile de baza referitoare la managementul implementării proiectului o managementul resurselor o managementul proiectului o managementul contractelor/ofertelor o managementul sistemului calităţii • Procese suport, care sprijină execuţia proceselor care generează valoarea adăugata, cum ar fi de exemplu procesul de achiziţie. Pentru a obţine performanta in afaceri, managementul la vârf al organizaţiei noastre se ghidează după cele opt principii de management care fac parte din cerinţele Standardului ISO 9001:2000 si anume: • Orientarea către client o IQ Management se implica in identificarea problemelor clienţilor săi, actuale si viitoare si îndeplinirea cerinţelor specificate, nespecificate, legale si de reglementare si orice alte cerinţe suplimentare determinate de organizaţia noastră, definite si negociate. • Leadership o Managementul la vârf stabileşte viziunea, unitatea obiectivelor şi direcţia de dezvoltare a proiectului, in aşa fel încât angajaţii sa se implice complet in atingerea obiectivelor organizaţiei. • Implicarea angajaţilor 32

o Annals of the University “Constantin Brâncuşi”of Tg-Jiu, No. 1/2008, Volume 2, ISSN: 1842-4856 Managementul de vârf este convins de faptul ca angajaţii săi formează principalul factor de succes al organizaţiei si implicarea lor totala generează beneficii pentru companie. • Abordarea bazata pe proces o Este cunoscut faptul ca un rezultat dorit este atins mult mai eficient când activităţile si resursele aferente sunt gestionate ca procese. Prin abordarea bazata pe proces IQ Management si-a consolidat sistemul de management al calităţii. • Abordarea bazata pe management o Eficacitatea si eficienta atingerii obiectivelor este realizata printr-o corelare justa a proceselor care au fost identificate şi cu interese de personalul implicat. • Îmbunătăţirea continua o îmbunătăţirea permanenta a performantelor organizatiei prin imbunatatirea continua a eficacitatii Sistemului de Management al Calitatii, este unul dintre obiectivele principale. • Abordarea bazata pe fapte in luarea deciziilor o Procesul de luare a deciziilor se bazeaza pe analiza datelor şi informatiilor existente in sistem. • Relaţii reciproc avantajoase cu furnizorii o IQ Management a creat si mentine un adevarat parteneriat cu furnizorii sai, parteneriat care genereaza beneficii si valoare adaugata. Comentarii finale Reţineţi, auditarea şi certificarea de către un organism terţ nu reprezintă prevederi ale seriei de standarde ISO 9000. Standardele sunt prevăzute pentru acele situaţii contractuale care implică un client şi un furnizor. Certificarea reprezintă o modalitate de a demonstra respectarea unui standard. Prevederile acestuia au scopul de a preveni apariţia neconformităţilor în cadrul tuturor funcţiunilor unei întreprinderi. Înainte de a se angaja într-un proces de certificare, managerii unităţii trebuie să aibă capacitatea de a motiva costurile prin prisma câştigurilor care se vor obţine prin primirea certificării. Mai trebuie adăugat că nici un alt standard nu a avut o mai mare răspândire internaţională şi mai multe rezultate în direcţia promovării calităţii ca seria ISO 9000. Trebuie să nu uităm, totuşi, că sistemul calităţii este numai unul dintre elementele care se găsesc la dispoziţia managementului calităţii totale. Multe organizaţii au considerat certificarea ca un scop în sine, iar managerii acestora nu au conştientizat responsabilităţile şi rolul care le revenea în direcţia promovării managementului calităţii totale. Sistemul calităţii ISO 9000 constituie un excelent prim pas în direcţia implementării managementului calităţii totale. Bibliografie 33

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