质量管理概论第一章

Chapter1IntroductiontoQualityModernImportanceofQuality“Thefirstjobwehaveistoturnoutqualitymerchandisethatconsumerswillbuyandkeeponbuying.Ifweproduceitefficientlyandeconomically,wewillearnaprofit,inwhichyouwillshare.〞----WilliamCooperProcterModernImportanceofQuality“生产处消费者乐意购置并且愿意持续购置的质量过硬的商品是我们的首要工作。如果我们能够经济有效地制造这样的商品，我们就将赢得利润，你们就能够分享这些利润。〞----威廉·库珀·普罗克特Nov.1887生产率、本钱、质量另一个例子：FordQualityAssurance...isanyactiondirectedtowardprovidingcustomerswithgoodsandservicesofappropriatequality.将质量融入组织的产品和效劳中，尤其是融入组织自身的根底架构中，这并非易事。质量的历史和重要性手工艺人时代两次“世界大战〞前后美国的“质量革命〞早期的成功从产品质量到卓越绩效当前和未来的挑战DefinitionsofQuality•基于评判的观点Transcendentdefinition:excellence•基于产品的观点Product-baseddefinition:quantitiesofproductattributes•基于用户的观点User-baseddefinition:fitnessforintendeduse•基于价值的观点Value-baseddefinition:qualityvs.price•基于生产的观点Manufacturing-baseddefinition:conformancetospecificationsCustomerTranscendent&Product-baseddefinitionUser-baseddefinitionValue-baseddefinitionManufacturing-baseddefinitionMarketingDesigningProductionDistributionNeedsProducts&Service图1-1价值链中的各种质量观Customer-DrivenQuality“Meetingorexceedingcustomerexpectations〞•Customerscanbe...–Consumers–Externalcustomers–InternalcustomersTotalQuality•People-focusedmanagementsystem•Focusonincreasingcustomersatisfactionandreducingcosts•Asystemsapproachthatintegratesorganizationalfunctionsandtheentiresupplychain•Stresseslearningandadaptationtochange•BasedonthescientificmethodPrinciplesofTotalQualityCustomerandstakeholderfocusParticipationandteamworkProcessfocusandcontinuousimprovement...supportedbyanintegratedorganizationalinfrastructure,asetofmanagementpractices,andasetoftoolsandtechniquesCustomerandStakeholderFocusCustomerisprincipaljudgeofqualityOrganizationsmustfirstunderstandCustomers'needsandexpectationsinordertomeetandexceedthemOrganizationsmustbuildrelationshipswithcustomersCustomersincludeemployeesandsocietyatlargeParticipationandTeamworkEmployeesknowtheirjobsbestandtherefore,howtoimprovethemManagementmustdevelopthesystemsandproceduresthatfosterparticipationandteamworkEmpowermentbetterservescustomers,andcreatestrustandmotivationTeamworkandpartnershipsmustexistbothhorizontallyandverticallyProcessFocusandContinuous

ImprovementAprocessisasequenceofactivitiesthatisintendedtoachievesomeresultContinuousImprovementEnhancingvaluethroughnewproductsandservicesReducingerrors,defects,waste,andcostsIncreasingproductivityandeffectivenessImprovingresponsivenessandcycletimeperformanceDeming’sViewofaProductionSystemLearningThefoundationforimprovement…Understandingwhychangesaresuccessfulthroughfeedbackbetweenpracticesandresults,whichleadstonewgoalsandapproaches•Learningcycle:–Planning–Executionofplans–Assessmentofprogress–RevisionofplansbasedonassessmentfindingsInfrastructure,Practices,and

ToolsLeadership领导Data&Info.Mgt.信息和知识管理StrategicPlanning战略方案HRM人力资源管理ProcessMgt.过程管理Performanceappraisal雇员满意度Training培训TrendChart趋势图根底架构惯行工具TQInfrastructure•Customerrelationshipmanagement•Leadershipandstrategicplanning•Humanresourcesmanagement•Processmanagement•DataandinformationmanagementCompetitiveAdvantage•Isdrivenbycustomerwantsandneeds•Makessignificantcontributiontobusinesssuccess•Matchesorganization’suniqueresourceswithopportunities•Isdurableandlasting•Providesbasisforfurtherimprovement•ProvidesdirectionandmotivationQualitysupportseachofthesecharacteristicsQualityandProfitabilityImprovedqualityofdesignHigherperceivedvalueIncreasedmarketshareHigherpricesIncreasedrevenuesImprovedqualityofconformanceLowermanufacturingandservicecostsHigherprofitabilityEvidencethatQualityImpacts

BusinessResults•GeneralAccountingOfficestudyofBaldrigeAwardapplicants•Baldrigestockstudy(see)•HendricksandSinghalstudyofqualityawardwinners•PerformanceresultsofBaldrigeAwardwinnersThreeLevelsofQualityOrganizationallevel:meetingexternalcustomerrequirementsProcesslevel:linkingexternalandinternalcustomerrequirementsPerformer/joblevel:meetinginternalcustomerrequirementsQualityandPersonalValues•Personalinitiativ