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1、TOTALQUALITYMANAGEMENT:TQMOrigins,Evolution&keyelementsWhatisQuality?Qualityis“fitnessforuse”(JosephJuran)Qualityis“conformancetorequirements”(PhilipB.Crosby)QualityofaproductorservicesisitsabilitytosatisfytheneedsandexpectationsofthecustomerEvolutionof
2、QualityManagementInspectionSalvage,sorting,grading,blending,correctiveactions,identifysourcesofnon-conformanceDevelopqualitymanual,processperformanceQualitydata,self-inspection,producttesting,basicControlqualityplanning,useofbasicstatistics,paperworkcon
3、trol.Qualitysystemsdevelopment,advancedqualityQualityplanning,comprehensivequalitymanuals,useofAssurancequalitycosts,involvementofnon-productionoperations,failuremodeandeffectsanalysis,SPC.TQMPolicydeployment,involvesupplier&customers,involvealloperatio
4、ns,processmanagement,performancemeasurement,teamwork,employeeinvolvement.Deming’sviewofaproductionasasystemReceipt&testofDesign&ConsumermaterialsredesignResearchSuppliers,Production,materials&assembly,DistributionConsumersequipmentinspectionTestofproces
5、ses,machines,methods,costDeming’sChainReactionImproveQualityProvidejobsandCostdecreasesbecausemorejobsoflessrework,fewermistakes,fewerdelays,snags,betteruseofStayinbusinessmachinetimeandmaterialsProductivityimprovesCapturethemarketwithbetterqualityandlo
6、werpriceTheDemingCycleorPDCACyclePLANPlanachangetotheprocess.PredicttheeffectthischangewillhaveandplanhowtheeffectswillbemeasuredACTDOAdoptthechangeasaImplementthechangeonpermanentmodificationasmallscaleandmeasuretotheprocess,ortheeffectsabandonit.CHECK
7、Studytheresultstolearnwhateffectthechangehad,ifany.W.EdwardsDeming’s14Points1)Createconstancyofpurposetowardsimprovementofproductandservices.2)Adoptthenewphilosophy.Wecannolongerlivewithcommonlyacceptedlevelsofdelays,mistakes,defectiveworkmanship.3)Ceas
8、edependenceonmassinspection.Require,instead,statisticalevidencethatqualityisbuiltin.4)Endthepracticeofawardingbusinessonthebasisofpricetag.W.EdwardsDeming’s14Points5)Findproblems.Itismanagement’sjobtoworkcontinuallyonthesystem.6)
