汽车感知质量培训上课讲义.ppt

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1、汽车感知质量培训“Keepthecustomeratthecenterofeverything!”以客户为中心(QualityGuidingPrinciples–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Perceptua

2、lQuality感知质量的定义PerceptualQualityDefinitionThecustomer’s(emotional)experienceofvehicleattributes,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Exemplifiesre

3、spectforthecustomer顾客至上“Thiswasmadeforme!”“度身定做”Scope范围："PerceptualQuality"areallproducttraitsnoticedbythecustomerswithalltheirsenses(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,engineeringandassemblywithexce

4、llentmaterials.Itculminatesinapleasingappearanceandfavorablefirstimpression.好的“感知质量”是造型设计与工程完美结合，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PerceptualQualityDefiniti

5、onBottomline底线:"It’saboutmaximizingcustomerdelightnotminimizingcustomercomplaints““PQ是给客户最大程度的愉悦，而非将客户的抱怨最小化”PerceptualQualityisaboutTHINGSGONERIGHT感知质量是关注做的正确的事情Traditionalqualitymetricsfocusonthingsgonewrong而传统的质量系统关注出问题的事情，如worksdoesn’twork功能不工作了Malfunctions故障产生了It’saboutt

6、hequalityoftheeffortnotthequantityPQ关注的是努力的质量而不是数量PerceptualQualityisasubsetoftheProductProfilePQ是整个产品特性中的一部分Design,StaticPerceptualQuality,Dynamic,Versatility,SafetyPerceptionandCostofOwnership设计，静态感知质量，动态感，多功能，安全感及使用成本。感知质量的定义PerceptualQualityDefinition其涉及以下这些问题Itaddressest

7、hesequestionsandcomments:TheMazdaisanicervehicleMazada是辆更好的车Theinteriorischeapandplasticky…内饰看起来很便宜，全是塑料ILOVEMYCAR!我爱我车Thisisanicefeature.这个功能不错Ican’tstoreanythinginthiscar!这车我啥也放不进去Ifeelathomeinmycar!在车里就像在家一样Theythoughtthrumyneedswhentheydesignedthis这车设计时考虑到我的需求了Iboughtthis

8、onebecauseithasthingsthattheotherdidn’t.这车有其他车所没的，所以我买了它Mycarseemedt