全面质量管理培训英文

全面质量管理培训英文第一页，共四十六页，编辑于2023年，星期二PrincipalobjectivesofthelectureWhatisquality?Theeconomicsofquality:Whatistherelationshipof:QualityandCostQualityandProductivityQualityandProfitabilityWhatistotalqualitymanagement?第二页，共四十六页，编辑于2023年，星期二WhatisQuality?第三页，共四十六页，编辑于2023年，星期二Fivedefinitionsofquality

-GarvinTranscendentProduct-basedUser-basedManufacturing-basedValue-based第四页，共四十六页，编辑于2023年，星期二Transcendent“Qualityisneithermindnormatter,butathirdentityindependentofthetwo…Eventhoughqualitycannotbedefined,youknowwhatitis.” -RobertM.Pirsig第五页，共四十六页，编辑于2023年，星期二Product-based“Differencesinqualityamounttodifferencesinthequantityofsomedesiredingredientorattribute.” -LawrenceAbbot第六页，共四十六页，编辑于2023年，星期二User-based“Qualityisfitnessforuse.” -JosephM.Juran第七页，共四十六页，编辑于2023年，星期二Manufacturing-based“Qualityisthedegreetowhichaspecificproductconformstoadesignorspecification.” -HaroldL.Gilmore“Qualityisproductuniformityaroundthetarget.” -GenichiTaguchi第八页，共四十六页，编辑于2023年，星期二Value-based“Qualityisthedegreeofexcellenceatanacceptablepriceandthecontrolofvariabilityatanacceptablecost.” -RobertA.Broh第九页，共四十六页，编辑于2023年，星期二DimensionsofqualityPerformance(primaryproductcharacteristics)Features(“bellsandwhistles”)Reliability(frequencyoffieldfailures)Conformance(matchwithspecifications)Durability(productlife)Serviceability(speed,courtesy,orcompetenceofrepair)Aesthetics(“fitsandfinishes”)Perceivedquality(reputationandintangibles)第十页，共四十六页，编辑于2023年，星期二DimensionProductExample:ServiceExample:

StereoAmplifierCheckingAccountatBankPerformance Signal-to-noiseratio,power TimetoprocesscustomerrequestsFeatures Remotecontrol AutomaticbillpayingReliability Meantime-tofailure VariabilityoftimetoprocessrequestsDurability Usefullife(withrepair) KeepingpacewithindustrytrendsServiceability Easeofrepair Resolutionoferrors

Courtesyofdealer CourtesyoftellerEsthetics Oak-finishedcabinet AppearanceofbanklobbyReputation ConsumerReportsranking Adviceoffriends,yearsinbusinessSource:ModifiedfromPaulE.Plsek,“DefiningQualityattheMarketing/DevelopmentInterface.”QualityProgress,June1987,pp.28-36.第十一页，共四十六页，编辑于2023年，星期二QualitySpecificationsDesignqualityinherentvalueoftheproductorserviceinthemarketplaceConformancequalitydegreetowhichtheproductorservicedesignspecificationsaremetDesignQualityConformanceQualityFitnessofUseFitnessofusedegreetowhichthefinalproductorservicemeetsthecustomer’sobjectives第十二页，共四十六页，编辑于2023年，星期二EconomicsofQualityQualityCostProductivityProfitability第十三页，共四十六页，编辑于2023年，星期二Traditionalcost/qualitytradeoffCostQuality第十四页，共四十六页，编辑于2023年，星期二QualityandcostUnavoidablecosts(PriceofConformance=POC)AppraisalPreventionAvoidablecosts(PriceofNonconformance=PONC)InternalfailureExternalfailure第十五页，共四十六页，编辑于2023年，星期二AppraisalcostsTestandinspectionmaterialsandservicesWagesofinspectionpersonnelProductqualityauditsMaintenanceoftestequipmentCustomersatisfactionauditsSupplierappraisalsEmployeesurveysMysteryshopperprogram第十六页，共四十六页，编辑于2023年，星期二PreventioncostsQualityplanningProcesscontrolEducationandtrainingPreventivemaintenanceSuppliertraining/certificationFailureanalysisCustomerrelationshipmanagementQualitysystemsdevelopment第十七页，共四十六页，编辑于2023年，星期二InternalfailurecostsScrapReworkDowntime/overtimeDowngrading/dispositionAnalysisofscrap/reworkAccidents/injuriesEmployeeturnoverLossofmoraleHandlinggrievances第十八页，共四十六页，编辑于2023年，星期二ExternalfailurecostsComplaintsprocessingWarrantyProductrecallProductliabilityFieldserviceRepairAdministrativecosts第十九页，共四十六页，编辑于2023年，星期二PONCestimatesCOMPANY YEARPONCaspercentageofsalesIBM 1980 15-40Motorola 1986 13Heinz 1989 ($350-400Million)Motorola 1989 8($800Million)第二十页，共四十六页，编辑于2023年，星期二GeneralelectricestimatesSTAGE

CostperdefectperproductSupplierinspectioncost $0.003Incominginspectioncost $0.03Fabricationinspectioncost $0.30Subproducttestcost $3.00Finalproducttestcost $30.00Productservicecost $300.00第二十一页，共四十六页，编辑于2023年，星期二TraditionalprocessesCostConformanceQuality0%100%TotalcostPONCPOC第二十二页，共四十六页，编辑于2023年，星期二EmergingprocessesCostConformanceQuality0%100%TotalcostPONCPOC第二十三页，共四十六页，编辑于2023年，星期二Qualityandproductivity

Productivity= Output InputCommonroots:DesignformanufacturabilitySimplicityImprovedequipmentBettermaintenanceLessdowntimeWorkermotivation第二十四页，共四十六页，编辑于2023年，星期二QualityandprofitabilityProfit=Revenue-Cost

=(Price)(Sales)-Cost第二十五页，共四十六页，编辑于2023年，星期二Qualityandprofitability1)MarketGainsHigherQuality-GarvinImprovedReputationHigherMarketShareExperience-basedeconomiesHigherPricesHigherProfits第二十六页，共四十六页，编辑于2023年，星期二QualityandProfitability(cont.)2)CostHigherQualityLowerperunitCost第二十七页，共四十六页，编辑于2023年，星期二Whatistotalqualitymanagement?第二十八页，共四十六页，编辑于2023年，星期二ThetotalqualitymanagementtriangleBedrockprinciplesManagerialmethodsImprovementtoolsTQM第二十九页，共四十六页，编辑于2023年，星期二BedrockprinciplesCustomerfocusContinuousimprovementTotalemployeeinvolvement第三十页，共四十六页，编辑于2023年，星期二Customerfocus“Acustomeristhemostimportantpersonevenintheoffice…inpersonorbymail.Acustomerisnotaninterruptionofourwork…heisthepurposeofit.” -L.L.Bean第三十一页，共四十六页，编辑于2023年，星期二CustomerfocusKnowthycustomersWhotheyareWhattheirrequirementsareOnlythecustomercandefinecustomersatisfactionQualityiswhatthecustomersaysitis!Organizationalself-assessment第三十二页，共四十六页，编辑于2023年，星期二ContinuousimprovementContinuousimprovementofallprocesses-foreverRESULT……..

ProcessProcess:Thewayeveryonethinks,behaves,andactseveryday第三十三页，共四十六页，编辑于2023年，星期二ThequalityinclineA(ACT)P(PLAN)C(CHECK)D(DO)QUALITY第三十四页，共四十六页，编辑于2023年，星期二TotalemployeeinvolvementInsideeveryindividualisinfinitecreativepotentialInvolvementisgettingpeople’sideas,andrespectingthoseideasManagementhastoaskforideasLetthemmaketheirworkplacebetterforthemselves第三十五页，共四十六页，编辑于2023年，星期二Totalemployeeinvolvement(cont.)InaserviceorganizationcustomerrelationsareareflectionofemployeerelationsQualityisastateofmindNootherresourceimproveswithage第三十六页，共四十六页，编辑于2023年，星期二TotalemployeeinvolvementTQMisnotaspectatorsportIhearandIforgetIseeandIrememberIdoandIunderstand第三十七页，共四十六页，编辑于2023年，星期二ManagerialmethodsGovernanceOrganizationDecisionmaking第三十八页，共四十六页，编辑于2023年，星期二Managerialmethods“Thepeopleworkinasystem.Thejobofthemanageristoworkonthesystemtoimproveit,constantly,withtheirhelp.” -MyronTribusManagementbyfactPreventionbasedProcess-oriented第三十九页，共四十六页，编辑于2023年，星期二ManagerialmethodsPushPowerUpCustomersFrontlineemployeesSupportunitsManagers第四十页，共四十六页，编辑于2023年，星期二ManagerialmethodsMachoManagerBenevolentManagerParticipativeManagerTQMLeaderManagerDotoDoforDowithFacilitateEnable第四十一页，共四十六页，编辑于2023年，星期二Process-orientedmanagementRESULT……..DisciplineTimemanagementPersonaldevelopmentParticipationMoraleCommunicationTeamworkPEOPLEPerformanceCheckwiththeresult,notbytheresult第四十二页，共四十六页，编辑于2023年，星期二Relationshipmanagement“Thecustomerusuallydoesn’tknowwhathe’sgettinguntilhedoesn’t.” -TedLevittSellingMarketingRelationshipmanagementProviderProviderCustom