2. Orientation Mahmoud Ibrahim Elhefnawi 1 Customer delighted Quality Evolution Meeting customer requirements (contract) Exceeding customer requirements Customer satisfaction

3. Orientation Mahmoud Ibrahim Elhefnawi 2 Design process Purchsing production Storing sales Installation Service Marketing Quality Cycle Customer Side Supplier Side

4. Orientation Mahmoud Ibrahim Elhefnawi 3 ISO9001:2000 Requirements 4- Quality management system 5- Management responsibility 6- Resource management 7- Product realization 8- Measurement, analysis and improvement

5. Orientation Mahmoud Ibrahim Elhefnawi 4 Quality management principles 1- Customer focus 2- Leadership 3- Involvement of people 4- Process approach 5- System approach to management 6- Continual improvement 7- Factual approach to decision making 8- Mutually beneficial supplier relationship

6. Orientation Mahmoud Ibrahim Elhefnawi 5 Product Everything concerns your customer is a Product (the customer accepts to pay for it) Anything doesn’t concern your customer is not a Product (the customer doesn’t accept to pay for it)

7. Orientation Mahmoud Ibrahim Elhefnawi 6 Effectiveness Efficiency Effectiveness& Efficiency Actual result Planned target Actual consumed resources Planned resources

8. Orientation Mahmoud Ibrahim Elhefnawi 7 Process Process description Supplier Inputs Customer Outputs Process owner performance indicators

9. Orientation Mahmoud Ibrahim Elhefnawi 8 Process Example Process description purchasing Inputs SupplierOutputs Customer Process owner: purchasing manager Performance indicators 1-orders on time % 2-material receiving on time% 3-material cost 4-defective ppm 1-Production plan 2- BOM 3- Lead Time 1-Planning Department 2-Design department 3-supplier 1-purchasing plan 2- call off 3- payment request 4-Materials 1-warehouse/finance 2- supplier 3- finance 4-warehouse

10. Orientation Mahmoud Ibrahim Elhefnawi 9 Workshop List your suppliers, the inputs, your customers, and the outputs SupplierInputCustomerOutput