100-Metodos-de-Qualidade-Total

28 100 METHODS FOR TOTAL QUALITY MANAGEMENT
• sound regulation
3 Identify the key business processes to be undertaken to achieve the
CSFs. Processes describe how the work that is done in the business
actually gets done. The list should be both necessary and sufficient to
achieve the CSFs. Examples might be:
• manage the regulator
• manage raw material supplies
• manage patent protection
4 Flowchart the processes, identifying any gaps, dead ends or duplications.
All internal customers and suppliers must be identified.
5 Set standards for the processes, identifying the level of performance
that must be met. These should be as concise, unambiguous and
measurable as possible.
6 Decide how the process performance can be measured.
7 Plan how to identify how others perform the same process. A typical
format for doing this uses the following headings:
• description or process step
• standard
• measure
• questions
Benefits
Benchmarking provides an introduction to.the idea of measurement, helps
to focus on the mission and to identify measures or targets for key business
processes. Companies that have previously byen shy of measurement find
that, through the introduction of benchmarking, it comes naturally.
Benchmarking helps organizations to move away from being introspective
towards being externally focused and close to their markets.
Example
A supplier to the motor industry used benchmarking to identify its key
business processes. It then divided these into a number of sub-processes
and set up improvement teams to flowchart and set standards and measures
for the processes. One process identified was 'Introducing new products'.
This broke down into nine sub-processes as follows:
• developing a customer requirement
• estimating costs
• authorizing new products
• identifying suppliers
• developing new tooling