GB/T 38356-2019 (GB/T38356-2019, GBT 38356-2019, GBT38356-2019) & related versions
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Quality management -- Guideline for customer-oriented innovation cycle
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GB/T 38356-2019
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GB/T 38356-2019
GB
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 03.120.10
A 00
Quality management - Guideline for customer-oriented
innovation cycle
ISSUED ON: DECEMBER 31, 2019
IMPLEMENTED ON: JULY 01, 2020
Issued by: State Administration for Market Regulation;
Standardization Administration of the People’s Republic of China.
Table of Contents
Foreword ... 4
Introduction ... 5
1 Scope ... 7
2 Normative references ... 7
3 Terms and definitions ... 7
4 Quality technology innovation cycle ... 8
4.1 General ... 8
4.2 Customer orientation ... 8
4.3 Test technology drive ... 8
4.4 Failure mechanism analysis ... 9
4.5 Process system optimization ... 9
5 Customer orientation ... 9
5.1 General ... 9
5.2 Understanding customer needs ... 9
5.3 Analyzing customer complaints ... 9
5.4 Conducting customer satisfaction measurements ... 10
5.5 Determining product requirements ... 10
6 Test technology drive ... 11
6.1 General ... 11
6.2 Determining test requirements ... 11
6.3 Improving test technology ... 11
6.4 Test control ... 12
7 Failure mechanism analysis ... 12
7.1 General ... 12
7.2 Confirming failure mechanism ... 12
7.3 Identification of potential risks throughout the entire process ... 13
8 Process system optimization ... 14
8.1 General ... 14
8.2 Special improvements ... 14
8.3 System optimization ... 14
8.4 Quality technology innovation ... 15
9 System guarantee and effect evaluation ... 15
9.1 System guarantee ... 15
9.2 Effect evaluation ... 15
Appendix A (Normative) Correlations between various links in the quality technology
innovation cycle ... 16
Appendix B (Informative) Recommended tools and methods for each link of the quality
technology innovation cycle ... 18
Appendix C (Informative) Quality management system with quality technology
innovation cycle as the core ... 22
Appendix D (Informative) Quality technology innovation cycle application maturity
evaluation ... 25
Introduction
0.1 General
This Standard aims to help organizations that have established a relatively complete
quality management system implement a cyclic quality technology innovation
management model in which “customer needs orients test technology innovation, test
technology innovation drives failure mechanism analysis, and process system
optimization achieves quality technology innovation.” The main features are as follows:
a) Emphasize customer orientation, fully identify the key needs of customers from
three aspects: understanding customer needs, mastering customer complaints, and
measuring customer satisfaction, and use this to lead the continuous cycle of the
four links to achieve continuous quality technology innovation.
b) Strengthen the role of test, carry out test technology innovation based on customer
needs, quickly isolate products that do not meet customer needs, and combine
failure mechanism analysis of products that do not meet customer needs, to
further implement source prevention and control, and promote technology
innovation and management improvement in the R&D, procurement,
manufacturing, and sales and service processes.
c) Pay attention to the failure mechanism analysis. For customer complaints and
inspections of products that do not meet customer needs, the failure mechanisms
must be analyzed and determined, and potential risks must be comprehensively
identified from the R&D, procurement, manufacturing and sales and service
processes.
d) Implement full process system optimization, and use standard improvement or the
R&D and application of supporting software and hardware as the output of quality
technology innovation to ensure long-term implementation of innovation.
The main benefits of organizations implementing a quality technology innovation cycle
in accordance with this Standard are:
a) Respond quickly to customer needs and improve the organization’s ability to meet
customer needs;
b) Solve quality problems scientifically, timely and systematically, and accumulate
knowledge;
c) Continuously improve the quality technology level and quality management level
of the organization;
d) Help the organization improve its overall performance and promote sustainable
development.
Quality management - Guideline for customer-oriented
innovation cycle
1 Scope
This Standard provides the steps, methods and implementation guidelines for
organizations to carry out quality technology innovation cycles.
This Standard applies to manufacturing organizations that strive for excellence.
2 Normative references
The following referenced documents are indispensable for the application of this
document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
GB/T 19000, Quality management systems - Fundamentals and vocabulary
3 Terms and definitions
Terms and definitions determined by GB/T 19000, as well as the following, are
applicable to this document.
3.1
quality technology innovation
Activities that apply new or improved technologies to quality practices.
Note: Quality technology innovation in this Standard is mainly reflected in the
improvement of technical standards and administrative standards, as well as the
research, development and application of supporting software and hardware
(including information systems that support each process, as well as automation
equipment, tools, tooling and other hardware that support the entire process).
3.2
reverse driver cycle
Repetitive process of deriving a specific implementation method through objectives,
and then continuously improving the objective after it is achieved.
4.4 Failure mechanism analysis
Build a failure analysis platform, use professional technology and quality tools to
conduct in-depth research on the failure cause of products or parts that do not meet
customer needs, and systematically identify potential risks throughout the entire process.
4.5 Process system optimization
Based on the rapid improvement of failure mechanisms, in combination with the
systematic improvement of potential risks throughout the process, achieve quality
technology innovation through the improvement of technical standards and
administrative standards based on test standards, charts, and design requirements, as
well as the R&D and application of supporting software and hardware.
5 Customer orientation
5.1 General
Clarify customer needs and convert them into product requirements by understanding
customer needs, analyzing customer complaints, and conducting customer satisfaction
measurements.
5.2 Understanding customer needs
5.2.1 Directly obtaining customer information
Understand the needs and expectations of different customer groups, as well as their
priorities, through questionnaire surveys, customer interviews and other methods.
Customer needs and expectations include product features, reliability, cost performance,
delivery cycle, after-sales service, technical support, etc. Use different survey methods,
according to the actual situation, for different customer groups.
5.2.2 Indirectly obtaining customer information
Use Internet technology to obtain changing trends in customer consumption needs from
the Internet, media, scientific research results, etc., and utilize its own operating
network system to obtain relevant information on consumer needs and expectations
from government platforms, markets, relevant industry associations, dealers,
maintenance service providers and other channels. When obtaining information,
consideration shall be given to the authenticity of the information and screening shall
be carried out in the aspects of authoritativeness, popularity, reputation, etc. of the
information source.
5.3 Analyzing customer complaints
5.3.1 Complaint response
The organization should establish an effective way to collect customer complaints so
that all complainants can easily implement it and obtain detailed information about
complaints and resolution of complaints. When handling complaints, the organization’s
processes and supporting information shall be easy to understand and use, and the
information shall be clearly expressed. Complaint information shall be classified and
processed according to the urgency.
5.3.2 Professional division of labor
A series of trans-department teams within the organization can be established according
to a clear professional division of labor to quickly classify, analyze and handle customer
complaint information.
5.3.3 Complaint analysis
Use statistical analysis technology, such as large text analysis technology, through word
segmentation processing, word frequency analysis, semantic network analysis, etc., to
mine key information hidden in complaints, understand users’ emotional tendencies,
and grasp users; concentrated concerns about products and services.
5.4 Conducting customer satisfaction measurements
5.4.1 Measure customer satisfaction and loyalty, track product and service quality, and
compare with competitors and benchmarks.
5.4.2 For different customer groups, such as dealers and end customers, adopt different
customer satisfaction and loyalty measurement methods to obtain effective information
for improvement.
5.4.3 Through customer tracking, return visits, etc., timely understand and grasp
customer satisfaction with the organization’s products and services.
5.4.4 Through own investigation and research or independent third-party organizations,
obtain and apply customer satisfaction information that can be compared with
competitors and benchmarks, to identify improvement opportunities, and improve
organizational performance.
5.5 Determining product requirements
5.5.1 Identifying key requirements
Based on customer needs, customer complaints and customer satisfaction measurement
and analysis results, use tools such as customer relationship management (CRM) and
Kano quality model to identify key customer needs. See Appendix B for tools and
methods.
5.5.2 Transforming key requirements
-- Optimization of test methods. Evaluate the effectiveness, rapidity and economy of
test methods, and use this to drive innovation in test methods. Apply tools and
methods such as Design of Experiments (DOE), Accelerated Life Test (ALT), and
Multi Environment Enhanced Stress Testing (MEOST) to improve the
effectiveness and success rate of test method innovation. See Appendix B for tools
and methods.
-- Adjustment of test methods. Combined with the test requirements and product
characteristics, adopt methods such as full inspection and stricter special tests to
tighten control.
6.3.2 Improving test capabilities
Adopt professional technology application, function and resource integration, process
optimization and re-engineering, statistical process control (SPC) technology
application, process control plan (PCP) optimization and other methods, apply
automation technology, and develop and improve test equipment from aspects such as
improving accuracy, efficiency, and stability.
6.3.3 Improving test execution capabilities
Apply information technology to refine inspection operation guidance requirements and
strengthen job skills training.
6.4 Test control
6.4.1 Test execution
Apply test technology to carry out inspection work on products or key components, and
effectively isolate unqualified products.
6.4.2 Effect verification
Conduct inspections based on test execution status and product requirement fulfillment.
7 Failure mechanism analysis
7.1 General
Conduct failure analysis on products or parts that do not meet customer needs, study
and determine their failure mechanisms, and comprehensively identify potential risks
in the entire process of R&D, procurement, manufacturing, as well as sales and service.
7.2 Confirming failure mechanism
7.2.1 Establishing a platform
Integrate internal and external resources, establish a comprehensive test platform for
failure analysis, and ensure the systematic development of failure analysis through
resource investment.
7.2.2 Analyzing failure cause
Apply tools and methods such as fault tree analysis (FAT), failure mode and effect
analysis, as well as 5W1H to analyze the root causes and mechanisms of failures.
7.2.3 Confirming failure mechanism
For products complained by customers and substandard products found during
inspection, focus on analyzing the failure phenomenon from various aspects such as
materials, structures, limit comparisons, simulation analysis, and multi environment
enhanced stress testing (MEOST) to find the root cause of the failure.
7.3 Identification of potential risks throughout the entire process
7.3.1 R&D process
Find the causes of potential risks throughout the product development process, focusing
on checking the rationality of design standards and the effectiveness of design review
processes.
7.3.2 Procurement process
Check the causes of potential risks from the aspects of parts supplier selection, supplier
production process, factory inspection process and storage process, including but not
limited to review of supplier quality assurance system, rationality assessment of parts
inspection standards, etc.
7.3.3 Manufacturing process
Look for potential risks from the aspects of people, machines, materials, methods,
environment, and testing in the product manufacturing process, focusing on the
rationality of process standards, equipment accuracy and stability, employee skills and
execution, and POKA-YOKE effectiveness, etc.
7.3.4 Sales and service process
Check potential risks from the transportation, installation and service processes,
focusing on the standardization of the logistics transportation process, installation
process and after-sales service process.
8.3.4 Sales and service process
Apply information technology to strengthen product fault diagnosis and prediction, and
implement real-time monitoring and closed-loop management of the sales and service
process.
8.4 Quality technology innovation
8.4.1 Formation of standards
Summarize the results of test technology-driven links and system optimization to form
technical standards and management standards focusing on inspection standards, charts,
and design requirements.
8.4.2 R&D and application of supporting software and hardware
Apply informatization, automation and other intelligent manufacturing technologies to
realize the upgrading of supporting software and hardware in the production process.
9 System guarantee and effect evaluation
9.1 System guarantee
In order to effectively implement the quality technology innovation cycle, organizations
can consider the following elements when establishing a quality management system:
-- Establishing five supporting elements of objective management, organization
system, technology system, standard system and information system;
-- Taking the R&D process, procurement process, manufacturing process, and sales
and service process as the main process elements;
-- Taking the quality technology innovation cycle as the core.
See Appendix C for establishing a quality management system with the quality
technology innovation cycle as the core.
9.2 Effect evaluation
Apply quality technology innovation cycle to improve quality technology level, and
gradually carry out quality improvement projects. Application maturity can be
evaluated from five aspects: customer orientation, test technology drive, failure
mechanism analysis, process system optimization and benefits. Refer to Appendix D
for the specific scoring terms and evaluation elements of the quality technology
innovation cycle items.
Appendix A
(Normative)
Correlations between various links in the quality technology innovation cycle
The quality technology innovation cycle is further summarized on the basis of the D-
CTFP quality innovation cycle that is mature in enterprise application and has
significant effects. The correlations between each link are shown in Figure A.1, and the
specific relationship is as follows:
a) The four links of customer orientation, test technology drive, failure mechanism
analysis and process system optimization are continuously cycled to achieve
continuous innovation in quality technology.
b) In the customer orientation link, determine product requirements that the
organization can understand by understanding customer needs, analyzing
customer complaints and conducting customer satisfaction measurements.
c) In the test technology drive link, convert product requirements into test
requirements for products or parts, and improve the test technology to effectively
conduct test control and quickly identify and isolate products that do not meet
customer needs.
d) In the failure mechanism analysis link, study and determine the failure causes of
non-conforming products, and identify potential risks in the entire process. In this
process, the determination of the failure mechanism can promote the
improvement of test technology in some cases.
e) In the process system optimization link, combined with the failure mechanism and
potential risks of the entire process, implement special improvements and system
optimization to achieve quality technology innovation.
f) The output of the quality technology innovation cycle is quality technology
innovation. After achieving quality technology innovation, further attention shall
be paid to customer needs, and a new cycle shall be started, to achieve continuous
innovation in quality technology.
......
| Standard ID | GB/T 38356-2019 (GB/T38356-2019) | | Description (Translated English) | Quality management -- Guideline for customer-oriented innovation cycle | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 18,162 | | Date of Issue | 2019-12-31 | | Date of Implementation | 2020-07-01 | | Drafting Organization | Zhuhai Gree Electric Appliances Co., Ltd., China National Institute of Standardization, China Management Science Society, China Household Electrical Appliances Research Institute, Shenzhen University, China Quality Certification Center, Sichuan Changhong Electronics Holding Group Co., Ltd., Chinese Academy of Sciences Science and Technology Strategy Consulting Institute, China Machinery Industry Federation, Hangzhou Robam Electric Co., Ltd., China Consumer Goods Quality and Safety Promotion Association, Shanghai University of Finance and Economics | | Administrative Organization | National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC 151) | | Proposing organization | National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC 151) | | Issuing agency(ies) | State Administration for Market Regulation, National Standardization Administration |
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