全球运营管理课件new gom3-quality management (update)

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1、GOM3QualityManagementTQMWheelCustomersatisfactionDefinitionsofQualityTranscendentdefinition:excellenceProduct-baseddefinition:quantitiesofproductattributesUser-baseddefinition:fitnessforintendeduseValue-baseddefinition:qualityvs.priceManufacturing-baseddefiniti

2、on:conformancetospecificationsPlanDoCheckActDemingWheelCostsofQuality(1of4)PreventioncostsassociatedwithdesignandplanningofaqualitycontrolprogramExamples:QualitymeasurementandcontrolequipmentQualificationofmaterialQualitytrainingQualitycontroladministrationands

3、ystemsplanningCostsofQuality(2of4)AppraisalcostsinvolvedinthedirectappraisalofqualitybothintheplantandinthefieldExamples:TestingInspectionQualityauditsCheckinglaborOutsideendorsementsFieldtestingCostsofQuality(3of4)InternalFailurecostsdirectlyrelatedtotheoccurr

4、enceofdefectiveproductionwithintheplantExamples:Scrapandrework,faultofvendorMaterialreviewactivityRepairandtroubleshootingQualitycontrolinvestigations(offailures)CostsofQuality(4of4)ExternalFailurecostsassociatedwiththefailureofaproductorserviceinthefieldExampl

5、es:ComplaintsandlossofcustomergoodwillWarrantycostsFieldmaintenanceandproductserviceReplacementinventoriesStraineddistributorrelationsCostofdetection(dollars)ProcessFinaltestingCustomerWhendefectisdetectedCostsofDetectingDefectsCostsofDetectingDefectsCostofdete

6、ction(dollars)ProcessFinaltestingCustomerWhendefectisdetectedToolsforQualityImprovementExample:WellingtonFiberBoardCo.ChecklistsHeadlinerDefectsDefecttypeTallyTotalA.Tearsinfabric////4B.Discoloredfabric///3C.Brokenfiberboard/////////////////////////////36D.Ragg

7、ededges//////7Total50ToolsforQualityImprovementExample:WellingtonFiberBoardCo.ParetoChartNumberofdefects10080604020050403020100CumulativepercentageDefecttypeCDABToolsforQualityImprovementExample:WellingtonFiberBoardCo.Cause-and-EffectDiagramOutofspecificationNo

8、tavailableTrainingAbsenteeismCommunicationHumiditySchedulechangesMachinemaintenanceMachinespeedWrongsetupBrokenfiberboardProcessPeopleOtherMaterialsToolsforQualityImprovemen