ISO 9001:2015 - how to use TRIZ for QMS design and improvement

ISO 9001:2015 - how to use TRIZ for QMS design and improvement

Quality management systems Requirements 5 Leadership 5.1 Leadership and commitment 5.2 Policy 5.3 Organizational roles, responsibilities and authorities Strengths Weaknesses The world is endless, the universe inexhaustible, and the human brain will never be threatened with unemployment. The worker is not the problem. The problem is at the top!

Management! Genrich Altshuller, author of TRIZ W. Edwards Deming Opportunities What we didn't realize then was that the integrated circuit would reduce the cost of electronic functions by a factor of a million to one. Nothing had ever done that for anything before. Jack Kilby inventor of IC My experience has been that creating compelling new technology is so much harder than you think it will be that you're almost dead when you get to the other shore. Steve Jobs Threats

SWOT-analysis on the basis of TRIZ TRIZ tools will be used for building a model of a situation in order to identify contradictions or opportunities for improvement. The following symbols will be used to draw a map od a problem: Useful function Causes useful function Prevents harmful function Causes harmful function Harmful function Prevents useful function Strengths Knowledge of TRIZ methods allows us to find solutions to complex problems. Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve

find solutions to complex - TRIZ. problems. Weaknesses The management does not have the relevant knowledge and connections. Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems. Weaknesses The management does not have the relevant knowledge and connections.

Threats Implementation of innovation is always risky. Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems. Weaknesses The management does not have the relevant knowledge and connections. Opportunities Threats Innovation in products, services, processes, systems, business models, concepts ...

Implementation of innovation is always risky. Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems. Weaknesses The management does not have the relevant knowledge and connections. Knowledge of TRIZ, technology and the laws of the market creates opportunities. Opportunities

Threats Innovation in products, services, processes, systems, business models, concepts ... Implementation of innovation is always risky. Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems. Knowledge of TRIZ, technology and the laws of the market creates opportunities. Weaknesses The management does not have the relevant

knowledge and connections. Lack of knowledge leads to danger Opportunities Threats Innovation in products, services, processes, systems, business models, concepts ... Implementation of innovation is always risky. Weaknesses Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems.

Knowledge of TRIZ, technology and the laws of the market creates opportunities. is s e g itie d le tun w o or n k pp f o k o ing c La ock bl The management does not have the relevant knowledge and connections. Lack of knowledge leads to danger Opportunities Threats

Innovation in products, services, processes, systems, business models, concepts ... Implementation of innovation is always risky. Unsuccessful implementation destroys opportunities Strengths PREDNOSTI Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems. Knowledge of TRIZ, technology and the laws of the market creates opportunities.

Knowledge of TRIZ, technology and market laws eliminates the disadvantages is s e g itie d le tun w o or n k pp f o k o ing c La ock bl Weaknesses The management does not have the relevant knowledge and connections. Lack of knowledge leads to danger Opportunities Threats

Innovation in products, services, processes, systems, business models, concepts ... Implementation of innovation is always risky. Unsuccessful implementation destroys opportunities TRIZQMS Application The team shall at first consider all 10 proposed inventive principles to select the most appropriate ones for solution and if necessary the rest of 40 inventive principles. The Cause and effect analysis Effect Causes Machine Paper based file system No data mining SW Tacit knowledge not captured Missing or wrong information Missing external information Late/missing

data Material Man People unwilling to learn Culture Incompetent personnel Paper data sheets in binders in central library Search not unified Method Weaknesses The management does not have the relevant knowledge and connections. The Cause and effect analysis Man People unwilling to learn Culture Incompetent personnel The management

does not have the relevant knowledge and connections. Weaknesses The Cause and effect analysis Machine Paper based file system No data mining SW Tacit knowledge not captured The management does not have the relevant knowledge and connections. Weaknesses The Cause and effect analysis Weaknesses Paper data sheets in binders in central library Search not unified

Method The management does not have the relevant knowledge and connections. The Cause and effect analysis Weaknesses Missing or wrong information Missing external information Late/missing/ wrong data Material The management does not have the relevant knowledge and connections. TRIZQMS Application Fuseful I= Fharmful + Costs TRIMMING = removing harmful functions or non value adding activities and

costs from the system The team shall examine the system functions and costs. Where possible harmful functions should be removed and costs minimized. This is TRIMMING, representing TRIZ lean approach. Find a way to obtain additional Strengths PREDNOSTI Knowledge of TRIZ, technology and market laws eliminates the disadvantages Knowledge of TRIZ Obstaja metodologija, methods allows us to ki omogoa poiskati reitve find solutions to complex - TRIZ. problems. Knowledge of TRIZ, technology and the laws of the market creates opportunities.

Find a way to eliminate, reduce, or prevent Weaknesses The management does not have the relevant knowledge and connections. is s e g itie d le tun w o or Strengthen n k pp f o k o ing c Eliminate or La ock reduce bl Lack of knowledge leads to danger Opportunities

Threats Innovation in products, services, processes, systems, business models, concepts ... Implementation of innovation is always risky. Find a way to protect Unsuccessful implementation destroys opportunities Find a way to eliminate, reduce, or prevent Internal External Get new customers Get better suppliers Increase profits Increase customer satisfaction/loyalty Defense Reduce costs

Increase employee satisfaction Keep customers Set up competitive prices e in rm tive s e t n e De nve cipl i in pr Attack Design better products/services Improve QMS Increase margins Key: QP Quality Policy Elements e in rm ve te nti es De ve pl in inci pr

The Quality Policy e in rm ve te nti es De ve ipl in inc pr e in m e er ntiv es t De nve cipl i in pr Example Internal Attack Defense External Design better products/services Improve QMS Increase margins

Get new customers Get better suppliers Increase profits Increase customer satisfaction/loyalty Reduce costs Increase employee satisfaction Keep customers Set up competitive prices Why are customers leaving us? 1 % because they die, 3 % because of relocation, 9 % because competition has better service, 68 % because of bad service. Ref.: Miller Business Systems What to do? Improve quality of our services! Develop improved service eliminating effects causing complaints and costs

and introducing functions generating required effects Analyze customer complaints Analyze customer requirements, needs and expectations. Example cont. Improve quality of our services! Analyze customer requirements, needs and expectations. Food must not be too hot or too cold and should keep color, flavor, texture, size, shape, appearance Analyze customer complaints Slow service. It takes too long to serve food

Prices are higher than competitors How to improve efficiency and ideality Team shall consider each of inventive principles listed above as a resource for developing a better service. Brainstorming for solution We have to improve ideality of service Fuseful I= Fharmful + Costs We could improve service dynamics by introducing waiters on roller skates. r e g rig Disposable dishware t ea could simplify Id serving process.

Idea trigger a Ide Eliminating waiters will reduce costs and waiting times for food servicing. tr i g ger Idea t r igger Self service would eliminate waiters. Two possible solutions Both solutions eliminate the need for waiters to serve customers and reduces the waiting time for the customers to be served. Reference: http://www.pre-motion.com/catering-bar-conveyorbelt.html Reference: http://www.2budapest.com/2budapest/top_3/food/ night

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