100-Metodos-de-Qualidade-Total

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MANAGEMENT METHODS 41 Method 11 Departmental purpose analysis (DPA) Purpose To review the internal customer-supplier relationship. When to use When you want to understand the nature and cost of quality In the department, i.e. to improve interdepartmental quality. How to use Ask pertinent questions about the department such as: 1 What is the role of the department? 2 Does my boss agree? 3 Why is this department doing this activity? 4 Is it being done the way the 'customer' department would want it? 5 What impact does the activity have on the prime objective of satisfying the requirements of the external customer? Benefits By establishing the above information, both within departments and across departmental barriers, DPA helps managers address improvements in interdepartmental quality for the benefit of the organization. Examples Examples of key tasks and activities involved in DPA are as follows: Key tasks • coordinate total quality • manage company quality system • implement vendor assessment system • maintain customer returns system • maintain scrap reporting system • maintain finished product audit system • maintain quarantine store
42 100 METHODS FOR TOTAL QUALITY MANAGEMENT Suppliers Requirements - ... Input Organization • Mission • Responsibility • Activity Feedback Measurement Requirements - Customers • Output Voice of the Customer Figure 1 Departmental purpose analysis Activities • update project plan • organize Board steering group • manage consultant interface • identify training (quality) needs • agree measures • agree progress reporting system • organize trainer training Departmental purpose analysis focuses on the customer. When the requirements of the customer are seen as the responsibility of the department an effective measurement system can be adopted (as given in Figure 1). Reference D. Bell, P. McBride and G. Wilson (1994) Managing Quality. London: Butterworth/ Heinemann.
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REFERENCES Akao, Y. (1991) Hoshin K
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INDEX acceptable quality level (AQL
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