Implementation of the Process Approach Used in the Automotive Industry Based on ISO 16949 in Service Companies

被引：0

作者：

Dementyev, Andrey S. ^{[1
]}

Semenov, Viktor P. ^{[1
]}

机构：

[1] St Petersburg Electrotech Univ LETI, Fac Econ & Management, Dept Management & Qual Syst, St Petersburg, Russia

来源：

PROCEEDINGS OF THE 2017 IEEE RUSSIA SECTION YOUNG RESEARCHERS IN ELECTRICAL AND ELECTRONIC ENGINEERING CONFERENCE (2017 ELCONRUS) | 2017年

关键词：

ISO; 9001; 16949; service; service organization; service company; automobile manufacturer; automobile industry; process; process description; quality; management; quality management; quality of service; octopus process; turtle process;

D O I：

暂无

中图分类号：

TM [电工技术]; TN [电子技术、通信技术];

学科分类号：

0808 ; 0809 ;

摘要：

This article is about quality of Russian service companies. The author's opinion is this level is quite low (in support of that he leads poll results). Further ISO 9001 standard is mentioned and reasons why it and statistical process control got wide recognition along manufacturers but not service sector. As a solution, a standard for automobile manufacturers ISO 16949 is taken. The approach ISO 16949 to process description differs from the one from ISO 9001: it focuses on the customer's needs, not on the process itself. To implement this approach in service companies it is proposed to use process models "octopus" and "turtle". To make this work simpler and cheaper author writes he creates an instrument (in the Excel environment) that will contain the abovementioned approaches and practices.

引用

页码：1318 / 1320

页数：3