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1、Chapter1IntroductiontoQualityTHEMANAGEMENTANDCONTROLOFQUALITY,5e,©2002South-Western/ThomsonLearningTM1ModernImportanceofQuality“Thefirstjobwehaveistoturnoutqualitymerchandisethatconsumerswillbuyandkeeponbuying.Ifweproduceitefficientlyandeconomically,wewillearnapro
2、fit,inwhichyouwillshare.”-WilliamCooperProcterTHEMANAGEMENTANDCONTROLOFQUALITY,5e,©2002South-Western/ThomsonLearningTM2QualityAssurance...isanyactiondirectedtowardprovidingcustomerswithgoodsandservicesofappropriatequality.THEMANAGEMENTANDCONTROLOFQUALITY,5e,©2002S
3、outh-Western/ThomsonLearningTM3HistoryofQualityAssurance(1of2)•SkilledcraftsmanshipduringMiddleAges•IndustrialRevolution:riseofinspectionandseparatequalitydepartments•StatisticalmethodsatBellSystem•QualitycontrolduringWorldWarII•QualitymanagementinJapanTHEMANAGEME
4、NTANDCONTROLOFQUALITY,5e,©2002South-Western/ThomsonLearningTM4HistoryofQualityAssurance(2of2)•QualityawarenessinU.S.manufacturingindustryduring1980s:“TotalQualityManagement”•MalcolmBaldrigeNationalQualityAward(1987)•Qualityinserviceindustries,government,healthcare
5、,andeducation•Currentandfuturechallenge:keepprogressinqualitymanagementaliveTHEMANAGEMENTANDCONTROLOFQUALITY,5e,©2002South-Western/ThomsonLearningTM5ContemporaryInfluencesonQuality•Parterning•Learningsystems•Adaptabilityandspeedofchange•Environmentalsustainability
6、•Globalization•Knowledgefocus•Customizationanddifferentiation•ShiftingdemographicsTHEMANAGEMENTANDCONTROLOFQUALITY,5e,©2002South-Western/ThomsonLearningTM6DefinitionsofQuality•Transcendentdefinition:excellence•Product-baseddefinition:quantitiesofproductattributes•
7、User-baseddefinition:fitnessforintendeduse•Value-baseddefinition:qualityvs.price•Manufacturing-baseddefinition:conformancetospecificationsTHEMANAGEMENTANDCONTROLOFQUALITY,5e,©2002South-Western/ThomsonLearningTM7QualityPerspectivestranscendent&user-basedproduct-bas
8、edneedsMarketingCustomerproductsvalue-basedDesignandmanufacturing-servicesbasedManufacturingDistributionInformationflowProductflowTHEMANAGEMENTANDCONTRO
