K0001N Sammanfattning PDF

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Kvalitetsutveckling introduktion 1 Kvalitetsutveckling introduktion............................................................................................................ 5 Vad kvalitetsutveckling som .................................................................................................

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Kvalitetsutveckling introduktion Innehållsförteckning 1

Kvalitetsutveckling introduktion............................................................................................................ 5 Vad är kvalitetsutveckling som ämne?............................................................................................................... 5 Så här enkelt är kvalitetsarbete… (egentligen) .................................................................................................. 5 Kvalitetsutveckling som fyra faser...................................................................................................................... 5 TQM.................................................................................................................................................................... 6 Principer för kvalitetsutveckling enligt 9000 ...................................................................................................... 7 Helhetsbild ......................................................................................................................................................... 7 Hörnstenarna (värderingarna) inom offensiv kvalitetsutveckling ...................................................................... 7 Kano-modellen ................................................................................................................................................... 8 Ständig förbättring ............................................................................................................................................. 9 Verktyg kommunikation ..................................................................................................................................... 9 Process ............................................................................................................................................................... 9

2 Kvalitetsledningssystem ............................................................................................................................ 10 Förbättringsarbete i en organisation? ............................................................................................................. 10 Kvalitetsledningssystem ................................................................................................................................... 10 Syfte med KLS ................................................................................................................................................... 10 ISO 9000 ........................................................................................................................................................... 10 Övergripande struktur ...................................................................................................................................... 10 Sju principer för kvalitetsledning ...................................................................................................................... 11 Kundfokus......................................................................................................................................................... 11 Medarbetarnas engagemang .......................................................................................................................... 11 Processer .......................................................................................................................................................... 11 Faktabaserade beslut ....................................................................................................................................... 11 Systematiskt förbättringsarbete ...................................................................................................................... 12 Hur operationalisera principerna? ................................................................................................................... 12 ISO 9001: kravstandard .................................................................................................................................... 12 VAD vs. HUR ................................................................................................................................................ 12 4. organisationens förutsättningar .............................................................................................................. 13 5. ledarskap ................................................................................................................................................. 13 7. stöd ......................................................................................................................................................... 14 8. verksamhet .............................................................................................................................................. 15 9.utvärdering av prestanda ......................................................................................................................... 15 10. förbättringar .......................................................................................................................................... 16 Värdet av KLS? .................................................................................................................................................. 16 KLS för specifik bransch .................................................................................................................................... 16

Intern och extern revision ................................................................................................................................. 17 Revision av certifieringsföretag ................................................................................................................... 17 Revision av kund .......................................................................................................................................... 17 Intern revision ............................................................................................................................................. 17 Revision ............................................................................................................................................................ 17 Införande av KLS............................................................................................................................................... 18 Sammanfattning .............................................................................................................................................. 19 3 Försöksplanering ....................................................................................................................................... 20 Samspel ....................................................................................................................................................... 20 Faktorförsök ................................................................................................................................................ 21 Tvånivåers faktorförsök ............................................................................................................................... 21 Viktigt denna föreläsning ................................................................................................................................. 26 4

Extern och intern kundtillfredsställelse ............................................................................................... 27 Kundbegreppet: ................................................................................................................................................ 27 Kundbegreppet- kan vara svårt att ta till sig.................................................................................................... 27 Vem finns man till för? ..................................................................................................................................... 27 Olika kategorier av kundbehov ........................................................................................................................ 27 Kanon-modellen ............................................................................................................................................... 27 Kansei Engineering ........................................................................................................................................... 27 Vad påverkar kundtillfredsställelsen? .............................................................................................................. 28 Vad är en produkt?........................................................................................................................................... 28 Metoder att mäta kundtillfredsställelse........................................................................................................... 28 Att omvända en missnöjd kund ........................................................................................................................ 28 Kvalitetsdimensioner ........................................................................................................................................ 28 Grönroos modell: .............................................................................................................................................. 29 Gapmodellen: Förklarar missnöje .................................................................................................................... 29 Lojalitet ............................................................................................................................................................ 29

5 Internkundtillfredsställelse........................................................................................................................ 30 Intern kundtillfredsställelse .............................................................................................................................. 30 Maslows Behovstrappa .................................................................................................................................... 30 MacGregors teori om medarbetarna: X och Y.................................................................................................. 30 6 Processer & processledning ....................................................................................................................... 31 Process ............................................................................................................................................................. 31 Processledning.................................................................................................................................................. 31 Processroller ..................................................................................................................................................... 32 Exempel: matrisorganisation Region Norrbotten............................................................................................. 33 Processkartläggning ......................................................................................................................................... 33 Tvärfunktionellt processdiagram ”Swimlane diagram” ................................................................................... 33 Analys utifrån en Swimlane-karta ............................................................................................................... 34

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Processkartläggning: gemensam förståelse och analys vad gör vi och varför? ............................................... 34 Processkartläggning exempel på tillvägagångssätt ......................................................................................... 34 Objekt in och ut- exempel: ”skapa affär” ......................................................................................................... 35 Processbeskrivning ........................................................................................................................................... 35 Kartläggning i praktiken ................................................................................................................................... 35 Krav på en processkarta ................................................................................................................................... 35 Förbättring och utveckling av processerna ...................................................................................................... 36 Frågeställning................................................................................................................................................... 36 Standardiserat/gemensamt arbetssätt ............................................................................................................ 36 ”Bästa nuvarande arbetssätt”.......................................................................................................................... 36 Några fler fördelar processynsätt .................................................................................................................... 37 Svårigheter/hinder ........................................................................................................................................... 37 Sammanfattning .............................................................................................................................................. 37 7 Hållbarutveckling....................................................................................................................................... 38 Måldokument kvalitet: ..................................................................................................................................... 38 Hållbar utveckling- ........................................................................................................................................... 38 Fyra systemvillkor för hållbar utveckling .......................................................................................................... 38 ..................................................................................................................................................................... 38 Hållbar utvecklingens 3 delar: ..................................................................................................................... 38 Globala målen: ............................................................................................................................................ 38 Corporate social responsibility .................................................................................................................... 41 Stakeholder management: .......................................................................................................................... 41 Internationella standarder: .............................................................................................................................. 42 ISO 26000 – Corporate social responsibility................................................................................................ 42 ISO 26000 CSR- mänskliga rättigheter:........................................................................................................ 42 ISO 9001 : 2015 ........................................................................................................................................... 43 ISO 14001 : 2015 ......................................................................................................................................... 44 Livscykelanalys – LCA: ...................................................................................................................................... 46 Cirkulär ekonomi: ............................................................................................................................................. 46 Extern och intern kundtillfredställelse: ............................................................................................................. 46 Kvalitet och hållbar utveckling: ........................................................................................................................ 47 8 Styrdiagram ............................................................................................................................................... 48 Viktiga begrepp för styrdiagram! ..................................................................................................................... 48 Naturlig variation......................................................................................................................................... 48 Systematisk variation .................................................................................................................................. 49 Medelvärdesdiagram: X-diagram .................................................................................................................... 49 Diagram: R-diagram......................................................................................................................................... 49 S-diagram ......................................................................................................................................................... 50 Sammanfattning: ............................................................................................................................................. 50 Styrgräns .......................................................................................................................................................... 51 Toleransgräns ................................................................................................................................................... 51

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Spridningsdiagram: .......................................................................................................................................... 52 p-diagram (felkvot): ......................................................................................................................................... 52 Modifierat Shewhard-diagram ......................................................................................................................... 53 c-diagram: ........................................................................................................................................................ 54 9 Duglighet ................................................................................................................................................... 55 Duglighet-......................................................................................................................................................... 55 Toleransgränser:

Duglighetsanalys: .......................................................................................................... 55

Variation i processer:........................................................................................................................................ 56 Duglighet steg för steg: ............................................................................................................................... 56 Duglighetsindex: .......................................................................................................................................... 56 Duglighetsindex, Cp: .................................................................................................................................... 57 Centreringsmått, CM ................................................................................................................................... 57 Duglighetsindex, Cpk: .................................................................................................................................. 57 Inomgruppsvariation: ...........................................................................................................................