质量管理概论第一章

图1-1 价值链中的各种质量观
Customer-Driven Quality
“Meeting or exceeding customer expectations” • Customers can be... – Consumers – External customers – Internal customers
Quality supports each of these characteristics
Quality and Profitability
Improved quality of design Improved quality of conformance
来自百度文库
Higher perceived value

Competitive Advantage



• Is driven by customer wants and needs • Makes significant contribution to business success • Matches organization’s unique resources with opportunities • Is durable and lasting • Provides basis for further improvement • Provides direction and motivation

Modern Importance of Quality
“生产处消费者乐意购买并且愿意持续购买 的质量过硬的商品是我们的首要工作。如 果我们能够经济有效地制造这样的商品， 我们就将赢得利润，你们就能够分享这些 利润。” ----威廉· 库珀· 普罗克特 Nov. 1887 生产率、成本、质量

Three Levels of Quality
Organizational level: meeting external customer requirements Process level: linking external and internal customer requirements Performer/job level: meeting internal customer requirements

另一个例子：Ford
Quality Assurance ...is any action directed toward providing customers with goods and services of appropriate quality.

将质量融入组织的产品和服务中，尤其是 融入组织自身的基础架构中，这并非易事。

Participation and Teamwork
Employees know their jobs best and therefore, how to improve them Management must develop the systems and procedures that foster participation and teamwork Empowerment better serves customers, and creates trust and motivation Teamwork and partnerships must exist both horizontally and vertically

Total Quality
• People-focused management system • Focus on increasing customer satisfaction and reducing costs • A systems approach that integrates organizational functions and the entire supply chain • Stresses learning and adaptation to change • Based on the scientific method

Customer and Stakeholder Focus
Customer is principal judge of quality Organizations must first understand Customers' needs and expectations in order to meet and exceed them Organizations must build relationships with customers Customers include employees and society at large

Quality and Personal Values
• Personal initiative has a positive impact on business success • Quality begins with personal attitudes • Quality-focused individuals often exceed customer expectations • Attitudes can be changed through awareness and effort (e.g., personal quality checklists)
2005年，ASQ提出会对未来的质量产生影响的六种关键力量。
定义质量

完美 一致性 消除浪费 交货速度 服从方针和程序 提供良好的、可用的产品 头一次就能把事情做好 让顾客惊喜或愉悦 全面的顾客服务和满意
美国东部86个公司的经理对质 量进行定义，得到N种答案，其 中包括：
质量的历史和重要性
手工艺人时代 两次“世界大战”前后 美国的“质量革命” 早期的成功 从产品质量到卓越绩效 当前和未来的挑战

Contemporary Influences on Quality • 全球化 • 创新/创造/变革 • 外包 • 消费者 • 价值创造 • 质量观的改变
惯行
工具
Trend Chart 趋势图
TQ Infrastructure
• Customer relationship management • Leadership and strategic planning • Human resources management • Process management • Data and information management
Chapter 1 Introduction to Quality

Modern Importance of Quality
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.” ---- William Cooper Procter
Transcendent & Product-based definition
User-based definition
Needs
Marketing
Value-based definition Products & Service Designing
Production Distribution
Manufacturingbased definition

Process Focus and Continuous Improvement

A process is a sequence of activities that is intended to achieve some result
Continuous Improvement
Enhancing value through new products and services Reducing errors, defects, waste, and costs Increasing productivity and effectiveness Improving responsiveness and cycle time performance
Principles of Total Quality
Customer and stakeholder focus Participation and teamwork Process focus and continuous improvement ...supported by an integrated organizational infrastructure, a set of management practices, and a set of tools and techniques

Deming’s View of a Production System
Learning
The foundation for improvement … Understanding why changes are successful through feedback between practices and results, which leads to new goals and approaches • Learning cycle: – Planning – Execution of plans – Assessment of progress – Revision of plans based on assessment findings
Higher prices Lower manufacturing and service costs
Increased market share
Increased revenues
Higher profitability
Evidence that Quality Impacts Business Results • General Accounting Office study of Baldrige Award applicants • Baldrige stock study (see www.quality.nist.gov) • Hendricks and Singhal study of quality award winners • Performance results of Baldrige Award winners
Definitions of Quality
•基于评判的观点 Transcendent definition: excellence •基于产品的观点 Product-based definition: quantities of product attributes •基于用户的观点 User-based definition: fitness for intended use •基于价值的观点 Value-based definition: quality vs. price •基于生产的观点 Manufacturing-based definition: conformance to specifications

Infrastructure, Practices, and Tools
Leadership 领导
Strategic Planning 战略计划
HRM 人力资源管理
Process Mgt. 过程管理
Data & Info. Mgt. 信息和知识管理
基础架构 Performance appraisal 雇员满意度 Training 培训