汽车感知质量培训.ppt

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1、感知质量概述ConceptofPerceptualQualityProcessQuality过程质量SupplierQuality供应商质量PDQuality研发质量ServiceQuality服务质量QualitySystem质量体系CustomersPassion客户热忱PerceptionQuality感知质量CoherenceQuality一致性质量ReliabilityQuality可靠性质量QualityPlan质量规划S&E安全和环保Regulation强制法规APQPandQualityGPAPQP与质量着陆道QualityCostModel

2、质量成本ProductEconomy产品经济性MFTSH&E制造安全健康与环保QualityTargetDisperse质量目标离散度StandardizationQuality标准化质量CPIP质量持续改进IntegrateFourQualityModules四模块集成Styling造型美学GapsandSection间隙与段差Color颜色系统美学Service贴心服务Customerpraise公众口碑SocialAudit(JD.Power)社会评价Brand品牌ProductPraise产品美誉度BrandPraise品牌美誉度Goodfeelof

3、purchase购买过程的美好体验“Woe”forowningtheproduct拥有产品的兴奋度Brandfaithfulness品牌忠诚度FourQualityModules质量四模块姚氏汽车质量管理“球体斜坡”理论Yao’sAutomotiveQualityManagement“Ball-Slope”Philosophy感知质量管理理论框架PerceptualQualityManagementPrincipleFrame“Keepthecustomeratthecenterofeverything!”以客户为中心(QualityGuidingPrinc

4、iples–allGMRegionsStrategyBoard2008)DesignPerceptualQuality设计感知StaticPerceptualQuality静态感知DrivingPerformance操控性能Comfort/Convenience舒服/便利Versatility多功能SafetyPerception安全CostofOwnership拥有成本感知质量PerceptualQuality感知质量的定义PerceptualQualityDefinitionThecustomer’s(emotional)experienceofveh

5、icleattributes,appropriatetotheneedsanddesiresofthemarketsegment客户（感知上）对车辆品质的体验，其是与特定细分市场的客户需求和愿望相适应的。Delightinfeatures/details/fit&finish在特征细节/缝隙配合上有亮点Thoughtfulnessindesign在设计上考虑周全Exemplifiesrespectforthecustomer顾客至上“Thiswasmadeforme!”“度身定做”Scope范围："PerceptualQuality"areallproduc

6、ttraitsnoticedbythecustomerswithalltheirsenses(see,hear,feel,smell).“感知质量”指的是客户能感知（看，听，摸，闻）到产品特性High”PerceptualQuality”istheresultofsuperiorexecutioninstyling,engineeringandassemblywithexcellentmaterials.Itculminatesinapleasingappearanceandfavorablefirstimpression.好的“感知质量”是造型设计与工程完

7、美结合，并配以优质材料的产物。它臻于给客户以愉悦喜好的第一印象。Benefits优势:Aproductwithahigh"PerceptualQuality"willconvincethecustomerthatitoffersvalueformoney.高品质的“感知质量”使得客户有物有所值的满足。感知质量的定义PerceptualQualityDefinitionBottomline底线:"It’saboutmaximizingcustomerdelightnotminimizingcustomercomplaints““PQ是给客户最大程度的愉悦，而非

8、将客户的抱怨最小化”PerceptualQualit