Methods of Quality Management, 2021, June

Dr. Isaac Sheps is one of the most authoritative international experts on management systems standardization. The proposed exclusive material is his first detailed interview for Russian professional media. In it we continue the discussion on the ISO 9000 family of standards, which began at of the thematic discussion panel in the previous issue of the journal. The focus of the interview with Dr. Sheps is an adequate understanding of the conceptual foundations, the general meaning and value of these standards for organizations, allowing them to form an effective and efficient system of qualitative management

Dr. Isaac Sheps

Isaac Sheps professional journey is a combination of studies, top management positions and professional activities. Educated in industrial engineering and management; holds an MBA degree and PhD in economics. Retired in 2016 after holding positions of President and CEO of Carlsberg Group companies in Romania, Serbia, Croatia, South East Europe, UK, Russia and member of Carlsberg Group Executive Committee as Senior Vice President Eastern Europe covering all former USSR countries. At his time Dr. Sheps was also the chair of the Union of Russian Brewers Council. Prior to joining Carlsberg, Dr. Sheps held top management positions in the electronic and electro-optic industries in Israel. Prior to his civilian positions he served in the Israel Air Force for 15 years as an officer reaching the rank of Lieutenant Colonel. In May 2013, Dr. Sheps received Denmark’s Royal Medal of Honour in recognition of outstanding and meritorious effort in promoting Danish products abroad. Isaac Sheps is a recognized expert on global management, leadership and quality management. For the last 26 years he has been a member of the international committee ISO/TC 176, responsible for developing the ISO 9000 family of standards, member of the working group that developed ISO 9001:2015 and co-convener of the working group that developed ISO 9004:2018, and member of ISO/TMBG/JTCG/TF 14 responsible for the revision of the High-Level Structure for MSS. Dr. Sheps is an author of numerous papers on managing for sustained success of an organization, quality management and productivity. Coauthor of the book «The Journey — Achieving sustained organizational success» published in May 2019 by ASQ Quality Press. At present Dr. Sheps is Сhair of the Israeli Standard Institute Central Committee for MSS.

Moderator: M. Ekaterinin

Speakers: V. Vorobyev, A. Ezrakhovich, B. Itkin, L. Skripko, D. Hoyle, I. Chayka, G. Yunak

ISO 9000 series standards: discussion on the revision. Part 2. Principles and requirements for quality of management

The revision of standards is a natural stage in a continuous chain of their life cycles. What should be the conceptual basis for qualitative management? Should ISO 9000 terms and definitions become more operational? Should changes be made to the formulation and content of the quality management principles? Finally, is it necessary to transform ISO 9004 from a «standard of guidelines» to a «standard of requirements»? This issue discuss the famous Russian and foreign experts in management systems.

K.. Andreeva

Synergy of leaders’ competencies for the teamwork with clients: ak bars bank PJSC

This article is devoted to the project of Ak Bars Bank PJSC, aimed at improving cash and settlement services and reducing customer efforts. It best reflects the experience of one of the largest Russian commercial banks in the formation and implementation of leadership competencies within the framework of Lean Six Sigma methodology and other effective quality management tools.

Keywords: customer focus, efficiency, business processes improvement, Lean Six Sigma concept, lean-project.

I. Reshetnikova

«Process factories» and «Quality circles»: office and manufacturing processes will become more efficient by 25% per year

The overall performance of the company directly depends on the performance of each employee, the effectiveness of the processes of interaction between departments. For the development of the organization, it becomes important to be able to «move away» from the process and look at it from the outside. The article is devoted to how to get out of the routine, evaluate the effectiveness of processes within the company and use the potential of employees to solve problems.

Keywords: lean production, manufacturing process factory, office process factory, quality circles.

L. Mortara, J. Napp, I. Slacik, T. Minshall

How to implement open innovation? Part 6. Consistent framework

The article completes a series of publications summarizing the results of a study of specific enterprises carried out by the Center for Technology Management at the University of Cambridge. In previous articles, we have discussed four different aspects of implementing open innovation: culture, structure, skills, and motivation, presenting concrete results relevant to companies implementing the open innovation strategy. In this article, we will look at how they fit together and the different groups within an organization.

Keywords: open innovation, top management, sub-cultures, individual staff, open innovation implementation team.

V. Kachalov

How to prove the fulfillment the requirements of clause 8.5.6 of iso 9001:2015?

In publication, the author will try to answer the question of what can and should serve as audit evidence confirming compliance with the requirements of paragraph 8.5.6 of the ISO 9001:2015, which states: «The organization should analyze changes in the production of products or the provision of services and manage them to the extent necessary to ensure continued compliance with the requirements». The author analyze the errors of auditors regarding the recognition of adequate examples given by certified organizations as evidence of compliance with the requirements of the section.

Keywords: ISO 9001:2015, products manufacturing, services providing, auditing, auditors’ mistakes, nonconformities.

V. Shper

Quality tools and something more! Part 4. Data variability analysis by using histograms

This paper explains what a histogram is, and how it may be correctly constructed by using Excel. Some details of accurate plotting are discussed including such issue as histogram normalizing. These details help deeper understanding of both histograms and the curves for their approximation. Additionally, this paper specifies who was an inventor of histograms and when this happened.

Keywords: histogram, density function, normal distribution

A. Grant.

On leadership, emotional intelligence, and the value of scientific thinking

Adam Grant on Leadership, Emotional Intelligence, and the Value of Thinking Like a Scientist // URL: https://www.mckinsey.com/.

Yu.  Adler

Quality and market. Part 5. How to translate the customer’s voice along the technological chain?

In previous publications, we have followed the path of building the «house of quality» from the beginning and almost to the end: we have identified coustomer requirements, established their ranks, determined engineering characteristics and their relative importance, and formed a technical task for the development of competitive products. But to fulfill this task in the best possible way, and thus ensure the products conformity, the customer’s voice need to translate to all participants of the technological chain.