AS 3904.4:1994 NZS 9004.4:1994 ISO 9004-4:1993
Australian/New Zealand Standard Quality management and quality system elements
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Part 4: Guidelines for quality improvement
AS/NZS 3904.4:1994/NZS 9004.4:1994/ISO 9004-4:1993 This Joint Australian/New Zealand Standard was prepared by Joint Technical Committee QR/8, Quality Systems. It was approved on behalf of the Council of Standards Australia on 14 June 1994 and on behalf of the Council of Standards New Zealand on 28 March 1994. It was published on 15 August 1994.
The following interests are represented on Committee QR/8:
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Australian Chamber of Commerce and Industry Australian Electrical and Electronic Manufacturers Association Australian Information Industry Association Australian Organization of Quality Australian Road Research Board Bureau of Steel Manufacturers of Australia Department of Defence, Australia Department of Industry Technology and Regional Development (Australia) Department of Primary Industries and Energy (Australia) Department of Transport and Communications (Australia) Department of Transport, Queensland Electricity Supply Association of Australia Federal Chamber of Automotive Industries, Australia Institute of Metals and Materials Australasia Institution of Engineers Australia Institution of Radio and Electronics Engineers Australia Quality Society of Australasia Roads and Traffic Authority of N.S.W. Royal Australian Chemical Institute Telecom Australia Testing Laboratory Registration Council of New Zealand Total Quality Management Institute of Australia Water Board, Sydney—Illawarra—Blue Mountains
Review of Standards. To keep abreast of progress in industry, Joint Australian/New Zealand Standards are subject to periodic review and are kept up to date by the issue of amendments or new editions as necessary. It is important therefore that Standards users ensure that they are in possession of the latest edition, and any amendments thereto. Full details of all Joint Standards and related publications will be found in the Standards Australia and Standards New Zealand Catalogue of Publications; this information is supplemented each month by the magazines ‘The Australian Standard’ and ‘Standards New Zealand’, which subscribing members receive, and which give details of new publications, new editions and amendments, and of withdrawn Standards. Suggestions for improvements to Joint Standards, addressed to the head office of either Standards Australia or Standards New Zealand, are welcomed. Notification of any inaccuracy or ambiguity found in a Joint Australian/New Zealand Standard should be made without delay in order that the matter may be investigated and appropriate action taken.
AS 3904.4:1994 NZS 9004.4:1994 ISO 9004-4:1993
Australian/New Zealand Standard Quality management and quality system elements Part 4: Guidelines for quality improvement
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First publi shed in Austr alia as AS 3904.4(Int) —1993. First publi shed in New Zealand as NZS 9004.4(I nt): 1993 Jointl y revised and designated as Joint Standard AS 3904.4—1994/NZS 9004.4:1994.
PUBLISHED JOINTLY BY: STANDARDS AUSTRALIA 1 The Crescent, Homebush NSW 2140 Australia STANDARDS NEW ZEALAND Level 10, Standards House, 155 The Terrace, Wellington 6001 New Zealand ISBN 0 7262 9103 X
AS 3904.4—1994/NZS 9004.4:1994/ ISO 9004-4:1993
ii
PREFACE This Standard was prepared by the Joint Standards Australia/ Standards New Zealand Committee QR/8, Quality Systems and is issued as a Joint Standard under the terms of the Active Corporation Agreement between Standards Australia and Standards New Zealand. This Standard is technically identical with and has been reproduced from ISO 9004-4:1993, Quality management and quality system elements. Part 4: Guidelines for quality improvement , published by the International Organization for Standardization (ISO). It replaces Interim Standard AS 3904.4(Int)/ NZS 9004.4(Int) which was based on the draft international Standard and is now withdrawn. Committee QR/8 provided input to the International Committee ISO/TC 176 in the preparation of ISO 9004-4. Under the arrangements made between Standards Australia/Standards New Zealand and the international Standards bodies, ISO and IEC, as well as certain other Standards organizations, users of this Joint Standard are advised that in Australia copyright is vested in Standards Australia; in New Zealand, copyright is vested in Standards New Zealand. For the purpose of this Joint Standard, the ISO/IEC text should be modified as follows: (a) Terminology The words ‘Australian Standard’, ‘New Zealand Standard’ or ‘Joint Australian/New Zealand Standard’, should replace the words ‘International Standard’ whenever they appear.
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(b) References The references to International Standards should be replaced by references to the following Australian/New Zealand Standards: Reference to International Standard
Australian/New Zealand Standard
ISO 9004
AS 3904/ NZS/ 90004 AS 3904.1/ NZS 9004.1
Quality management system elements Part 1: Guidelines
Quality management and quality system elements—Guidelines
and
quality
9004-2
Quality management and quality system elements— Part 2: Guidelines for services
AS 3904.2/ NZS 9004.2
Quailty management and quality system elements Part 2: Guidelines for services
9004-3
Quaility management and quality system elements— Part 3: Guidelines for processed materials
AS 3904.3 NZS 9004.1
Quality management and quality system elements Part 3: Guidelines for processed materials
8258
Shewhart control charts
AS/NZS 3944
Shewhart control charts
The objective of this Standard, like the other parts of AS 3904/NZS 9004, is to provide guidance intended for use within an organization in developing and improving an effective quality system, i.e. a system designed to satisfy customer needs and expectations while serving to protect the organization’s interests. It is not intended to provide guidance to AS 3901/ NZS 9001, AS 3902/NZS 9002 or AS 3903/NZS 9003 requirements. Although the guidance provided is suitable for the introduction of quality improvement concepts and training programs within the organization, it is recommended that those responsible for design and implementation of such programs consult more detailed texts. At the time of publication ISO 7870, Control charts—General guide and introduction, referred to in the Bibliography, is still being developed and is not available. ISO 8258, Shewhart control charts is issued as Joint Australian/New Zealand Standard AS/NZS 3944. Australian Standards AS 3940—1990 Quality control—Guide to the use of control chart methods including Cusum techniques and AS 3941—1990, Quality control—Guide for number non-conforming charts provide broad guidance on methods of statistical control of a process. AS 3941 is similar in scope to ISO 8258 but differs in the presentation of guidance on how to prepare and use traditional (Shewhart) control charts, which are the simplest method of statistical quality control for manufacturing process and service industry applications.
ii i
AS 3904.4—1994/NZS 9004.4:1994/ ISO 9004-4:1993
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CONTENTS 1
Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
2
Normative reference . . . . . . . . . . . . . . . . . . . . . . .
1
3
Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
4
Fundamental concepts . . . . . . . . . . . . . . . . . . . . .
2
4.1
Principles of quality improvement . . . . . . . . . . . . .
2
4.2
Environment for quality improvement . . . . . . . . . . .
2
4.3
Quality losses . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
5
Managing for quality improvement . . . . . . . . . . . . .
3
5.1
Organizing for quality improvement . . . . . . . . . . . .
3
5.2
Planning for quality improvement . . . . . . . . . . . . .
4
5.3
Measuring quality improvement . . . . . . . . . . . . . . .
4
5.4
Reviewing quality-improvement activities . . . . . . . .
5
6
Methodology for quality improvement . . . . . . . . . .
5
6.1
Involving the whole organization . . . . . . . . . . . . . .
5
6.2
Initiating quality-improvement projects or activities .
5
6.3
Investigating possible causes . . . . . . . . . . . . . . . .
5
6.4
Establishing cause-and-effect relationships . . . . . .
5
6.5
Taking preventive or corrective actions . . . . . . . . .
5
6.6
Confirming the improvement . . . . . . . . . . . . . . . . .
6
6.7
Sustaining the gains . . . . . . . . . . . . . . . . . . . . . . .
6
6.8
Continuing the improvement . . . . . . . . . . . . . . . . .
6
7
Supporting tools and techniques . . . . . . . . . . . . . .
6
7.1
Tools for numerical data . . . . . . . . . . . . . . . . . . . .
6
7.2
Tools for non-numerical data . . . . . . . . . . . . . . . .
6
7.3
Training in applying tools and techniques . . . . . . .
6
Annexes A
Supporting tools and techniques . . . . . . . . . . . . . .
8
B
Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
25
AS 3904.4—1994/NZS 9004.4:1994/ ISO 9004-4:1993
iv
Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC ) on all matters of electrotechnical standardization. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vote. International Standard ISO 9004-4 was prepared by Technical Committee ISO/TC 176, Quality management and quality assurance , Sub-Committee SC 2, Quality systems . ISO 9004 consists of the following parts, under the general title Quality management and quality system elements :
—
Part 1: Guidelines
—
Part 2: Guidelines for services
—
Part 3: Guidelines for processed materials
—
Part 4: Guidelines for quality improvement
—
Part 5: Guidelines for quality plans
—
Part 6: Guide to quality assurance for project management
—
Part 7: Guidelines for configuration management
Part 1 is a revision of ISO 9004:1987.
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Annex A forms an integral part of this part of ISO 9004. Annex B is for information only.
Copyri ght STANDARDS AUSTRALIA/STANDARDS NEW ZEALAND Users of Standards are reminded that copyri ght subsists in all Standards Austr alia and Standards New Zealand publications and soft ware. Except where the Copyright Act all ows and except where provided for below no publications or soft ware produced by Standards Australi a or Standards New Zealand may be reproduced, stored in a retri eval system in any form or transmitt ed by any means wit hout pri or permission in wri ti ng fr om Standards Austr alia or Standards New Zealand. Permission may be conditi onal on an appropri ate royalty payment. Austr alian requests for permission and informati on on commercial soft ware royalt ies should be directed to the head off ice of Standards Austr alia. New Zealand requests should be dir ected to Standards New Zealand. Up to 10 percent of the technical content pages of a Standard may be copied for use exclusively in-house by purchasers of the Standard without payment of a royalt y or advice to Standards Australi a or Standards New Zealand. Inclusion of copyri ght materi al in computer software programs is also permitt ed without royalt y payment provided such programs are used exclusively in-house by the creators of the programs. Care should be taken to ensure that materi al used is fr om the current edit ion of the Standard and that it is updated whenever the Standard is amended or revised. The number and date of the Standard should therefore be clearly identif ied. The use of material in pri nt form or in computer soft ware programs to be used commercially, with or without payment, or in commercial contracts is subject to the payment of a royalt y. This poli cy may be varied by Standards Austr alia or Standards New Zealand at any ti me.
v
AS 3904.4—1994/NZS 9004.4:1994/ ISO 9004-4:1993
Introduction When implementing a quality system (e.g. as described in ISO 9004), the management of an organization should ensure that the system will facilitate and promote continuous quality improvement. A constant goal of management at all levels of an organization should be to strive for customer satisfaction and continuous quality improvement. The quality of products and services is important for competitiveness. Continuous quality improvement is necessary to enhance an organization’s competitive position. It should be emphasized that innovative strategies for the introduction of new product, service, or process technologies and continuous quality improvement all need to be considered. The motivation for quality improvement comes from the need to provide increased value and satisfaction to customers. Every member of an organization should develop a conscious awareness that each process can be performed more effectively and more efficiently with less waste and resource consumption.
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Increases in effectiveness and efficiency benefit customers, the organization and its members, and society in general. Continuous quality improvement enhances the ability of an organization to compete and the opportunity for its members to contribute, grow and excel.
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1
AS 3904.4—1994/NZS 9004.4:1994/ ISO 9004-4:1993
AUSTRALIAN/NEW ZEALAND STANDARD
Quality management and quality system elements— Part 4: Guidelines for quality improvement
1
Scope
3
This part of ISO 9004 gives management guidelines for implementing continuous quality improvement within an organization.
For the purposes of this part of ISO 9004, the definitions given in ISO 8402 and the following definitions apply.
The ways of adopting and implementing these guidelines depend upon factors such as the culture, size, nature of the organization, the types of products or services offered, and the markets and customer needs served. Therefore, an organization should develop an improvement process suited to its own needs and resources.
3.1 process: A set of inter-related resources and activities which transforms inputs into outputs.
This part of ISO 9004 is not for contractual, regulatory or certification use.
NOTE 1 Resources may include personnel, equipment, technology and methodology.
2
NOTES
4
The following standard contains provisions which, through reference in this text, constitute provisions of this part of ISO 9004. At the time of publication, the edition indicated was valid. All standards are subject to revision, and parties to agreements based on this part of ISO 9004 are encouraged to investigate the possibility of applying the most recent edition of the standard indicated below. Members of IEC and ISO maintain registers of currently valid International Standards.
1)
management
Input and outputs can be eit her products or services.
3 Customers and suppliers can be eit her internal or external to the organizati on.
Normative reference
ISO 8402:— 1) , Quality assurance—Vocabulary .
facilities,
3.2 supply chain: A set of inter-related processes that accepts inputs from suppliers, adds value to these inputs, and produces outputs for customers.
2
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Definitions
and quality
A unit of a supply chain is illustr ated in figure 1.
3.3 quality improvement: Actions taken throughout the organization to increase the effectiveness and efficiency of activities and processes to provide added benefits to both the organization and its customers. 3.4 quality losses: Losses caused by not realizing the potential of resources in processes and activities. NOTE 5 Some examples of quality losses are the loss of customer sati sfacti on, loss of opportunity to add more value for the customer, the organization or society, as well as a waste of resources. Qualit y losses are a subset of quality costs (see 4.3).
To be published. (Revision of ISO 8402:1986)
COPYRIGHT
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AS 3904.4-1994 Quality management and quality system elements - Guidelines for quality improvement
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