Este libro trata de las nociones básicas de la ges-tión de la calidad y de algunas técnicas estadísticas útiles en el contexto de la ingeniería en organización industrial. Presenta las tendencias actuales sobre gestión de la calidad, incluyendo los modelos más comunes: el Malcolm Baldrige Award, el European Quality Award de la EFQM y las normas de la se-rie ISO 9000. Proporciona la metodología y la for-mulación estadística para poder diseñar planes de muestreo de recepción de materiales, construir grá-ficos de control, realizar estudios de capacidad de un proceso y estudios de control de los equipos de medida. La terminología empleada es la que propo-ne la International Organization for Standardization (ISO), el organismo internacional de normalización (v. ISO 9000). Aunque su orientación es industrial, muchas de las cuestiones que se abordan en este libro también son válidas para empresas de servi-cios e incluso para la Administración pública. Eulàlia Gríful es Doctora en Matemáticas por la Uni-versitat de Barcelona (UB). Es profesora del Depar-tamento de Estadística e Investigación Operativa de la Escola Tècnica Superior d’Enginyeria Indus-trial de Terrassa (ETSEIT) de la UPC. Actualmente es subdirectora de Innovación Académica en la ET-SEIT y responsable de los estudios semipresencia-les de gestión de la calidad. Colabora en los progra-mas de doctorado del Departamento de Estadística e Investigación Operativa, en el Máster de Calidad en la Empresa y en el programa de posgrado Seis Sigma de la UPC. Ha trabajado como consultora de gestión de la calidad en el Departamento de Toxi-cología Medioambiental de la UPC y en el Institut Català de Tecnologia (ICT).
Miguel Á. Canela es Doctor en Matemáticas por la UB. Ha trabajado como profesor en el Departamen-to de Matemática Aplicada y Análisis de dicha Uni-versidad desde 1976. Ha colaborado como profesor en los programas de doctorado de la Universitat Pompeu Fabra y del IESE, y como consultor de ges-tión de la calidad en el ICT.
Ambos autores han colaborado, en los últimos diez años, en proyectos de asesoramiento y formación en gestión de la calidad en empresas industriales de Cataluña.
85
Gestión de la calidad
E. Griful - M.Á. Canela
AULA POLITÈCNICA
/ ORGANIZACIÓN DE EMPRESAS
Eulàlia Griful Ponsati
Miguel Ángel Canela Campos
Gestión de la calidad
EDICIONS UPC
EDICIONS UPC
Eulàlia Griful Ponsati
Miguel Ángel Canela Campos
Primera edición: septiembre de 2002 Reimpresión: septiembre de 2005
Diseño de la cubierta: Jordi Calvet
© Los autores, 2002
© Edicions UPC, 2002
Edicions de la Universitat Politècnica de Catalunya, SL Jordi Girona Salgado 31, 08034 Barcelona
Tel. 93 401 68 83 Fax 93 401 58 85 Edicions Virtuals: www.edicionsupc.es e-mail: [email protected]
Producción: CPET (Centre de Publicacions del Campus Nord) La Cup. Gran Capità s/n, 08034 Barcelona
Depósito legal: B-35993-2002 ISBN: 84-8301-791-1
texto de la ingeniería en organización industrial.
Presenta las tendencias actuales sobre gestión de la calidad,
incluyendo los modelos más comunes: el Malcolm Baldrige
Award, el European Quality Award de la EFQM y las normas
de la serie ISO 9000.
Proporciona la metodología y la formulación estadística para
poder diseñar planes de muestreo de recepción de
materia-les, construir gráficos de control, realizar estudios de
capaci-dad de un proceso y estudios de control de los equipos de
medida.
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