質(zhì)量管理概論第一章

Chapter1IntroductiontoQualityModernImportanceofQuality“Thefirstjobwehaveistoturnoutqualitymerchandisethatconsumerswillbuyandkeeponbuying.Ifweproduceitefficientlyandeconomically,wewillearnaprofit,inwhichyouwillshare.〞----WilliamCooperProcterModernImportanceofQuality“生產(chǎn)處消費(fèi)者樂(lè)意購(gòu)置并且愿意持續(xù)購(gòu)置的質(zhì)量過(guò)硬的商品是我們的首要工作。如果我們能夠經(jīng)濟(jì)有效地制造這樣的商品，我們就將贏得利潤(rùn)，你們就能夠分享這些利潤(rùn)。〞----威廉·庫(kù)珀·普羅克特Nov.1887生產(chǎn)率、本錢、質(zhì)量另一個(gè)例子：FordQualityAssurance...isanyactiondirectedtowardprovidingcustomerswithgoodsandservicesofappropriatequality.將質(zhì)量融入組織的產(chǎn)品和效勞中，尤其是融入組織自身的根底架構(gòu)中，這并非易事。質(zhì)量的歷史和重要性手工藝人時(shí)代兩次“世界大戰(zhàn)〞前后美國(guó)的“質(zhì)量革命〞早期的成功從產(chǎn)品質(zhì)量到卓越績(jī)效當(dāng)前和未來(lái)的挑戰(zhàn)DefinitionsofQuality?基于評(píng)判的觀點(diǎn)Transcendentdefinition:excellence?基于產(chǎn)品的觀點(diǎn)Product-baseddefinition:quantitiesofproductattributes?基于用戶的觀點(diǎn)User-baseddefinition:fitnessforintendeduse?基于價(jià)值的觀點(diǎn)Value-baseddefinition:qualityvs.price?基于生產(chǎn)的觀點(diǎn)Manufacturing-baseddefinition:conformancetospecificationsCustomerTranscendent&Product-baseddefinitionUser-baseddefinitionValue-baseddefinitionManufacturing-baseddefinitionMarketingDesigningProductionDistributionNeedsProducts&Service圖1-1價(jià)值鏈中的各種質(zhì)量觀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領(lǐng)導(dǎo)Data&Info.Mgt.信息和知識(shí)管理StrategicPlanning戰(zhàn)略方案HRM人力資源管理ProcessMgt.過(guò)程管理Performanceappraisal雇員滿意度Training培訓(xùn)TrendChart趨勢(shì)圖根底架構(gòu)慣行工具TQInfrastructure?Customerrelationshipmanagement?Leadershipandstrategicplanning?Humanresourcesmanagement?Processmanagement?DataandinformationmanagementCompetitiveAdvantage?Isdrivenbycustomerwantsandneeds?Makessignificantcontributiontobusinesssuccess?Matchesorganization’suniqueresourceswithopportunities?Isdurableandlasting?Providesbasisforfurtherimprovement?ProvidesdirectionandmotivationQualitysupportseachofthesecharacteristicsQualityandProfitabilityImprovedqualityofdesignHigherperceivedvalueIncreasedmarketshareHigherpricesIncreasedrevenuesImprovedqualityofconformanceLowermanufacturingandservicecostsHigherprofitabilityEvidencethatQualityImpacts

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