品质管理知识(英文版).ppt

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1、Chapter7QualityManagementTotalQualityManagementDefinedQualitySpecificationsandCostsSixSigmaQualityandToolsExternalBenchmarkingISO9000ServiceQualityMeasurementOBJECTIVESDefinitionsofQualityASC:Productcharacteristics&featuresthataffectcustomersatisfactionUser-Based:WhatconsumersaysitisManuf

2、acturing-Based:DegreetowhichaproductconformstodesignspecificationProduct-Based:LevelofmeasurableproductcharacteristicImportanceofQualityCosts&marketshareCompany’sreputationProductliabilityInternationalimplicationsIncreasedProfitsLowerCostsProductivityRework/ScrapWarrantyMarketGainsReputa

3、tionVolumePriceImprovedQualityWaysinWhichQualityCanImproveProductivitySalesGainsImprovedresponseHigherPricesImprovedreputationReducedCostsIncreasedproductivityLowerreworkandscrapcostsLowerwarrantycostsIncreasedProfitsImprovedQualityQualityPrinciplesCustomerfocusContinuousimprovementEmploy

4、eeempowermentBenchmarkingJust-in-timeToolsofTQMYields:HowtodowhatisimportantandtobeaccomplishedQualitymovementEstablishedin1988bytheU.S.governmentDesignedtopromoteTQMpracticesSomecriteriaSeniorexecutiveleadership;strategicplanning;management.ofprocessqualityQualityresults;customersatisfac

5、tionRecentwinnersCorningInc.;GTE;AT&T;EastmanChemical.MalcomBaldrigeNationalQualityAwardQualitySpecificationsDesignquality:InherentvalueoftheproductinthemarketplaceDimensionsinclude:Performance,Features,Reliability,Durability,Serviceability,Response,Aesthetics,andReputation.Conformancequa

6、lity:DegreetowhichtheproductorservicedesignspecificationsaremetAstudyfoundU.S.consumerspreferredSonyTV’smadeinJapantothosemadeintheU.S.Bothfactoriesusedthesamedesigns&specifications.Thedifferenceinqualitygoalsmadethedifferenceinconsumerpreferences.Japanesefactory(Target-oriented)U.S.facto

7、ry(Conformance-oriented)TargetSpecificationExampleCostsofQualityPreventioncosts-reducingthepotentialfordefectsAppraisalcosts-evaluatingproductsInternalfailure-ofproducingdefectivepartsorserviceExternalcosts-occurafterdeliveryCostsofQualityExternalFailureCostsApprais