质量管理学的历史与未来－24－－printppt课件.pptVIP

为什么要研究质量管理的历史? Quality Gurus / Pioneers - 1 福特：现代工业的创始人 福特：汽车生产流水线 质量检验阶段：模型 质量检验阶段：质量管理的特点与局限性 Quality Gurus / Pioneers - 2 统计质量控制阶段：模型 Quality Gurus / Pioneers - 4 全面质量管理：模型 戴明：日本质量管理的历史 戴明：日本质量管理的历史 戴明：用系统的方法解决问题 戴明：用系统的方法解决问题— PDCA 戴明：用系统的方法解决问题SDCA and PDCA 戴明：用系统的方法解决问题SDCA and PDCA Quality Gurus / Pioneers - 3 Quality Gurus / Pioneers - 6 日本质量管理：鞍钢宪法 日本质量管理：基本质量工具 日本质量管理： 文化和社会基础 Quality Gurus / Pioneers - 7 中国质量管理： QC小组 质量工程：主要技术 质量工程：特点 克劳士比：零缺陷管理理论 克劳士比：改进质量的十四个步骤 Quality Gurus / Pioneers - 5 精益生产系统: 贡献者 What’s your definition of quality? Dimensions of Quality Quality - a Definition - 1 Quality - a Definition - 2 Determinants of Quality Awards Prizes 未来汽车: 新概念设计 Quality Today Reflects a blend of concepts and contributions from the “pioneers” (“gurus”) Stresses organization-wide TQM Emphasizes the role of the front-line worker (authority and responsibility) Seeks to recognize achievement through prizes and certification /company/gm_exp_live A customer could buy one chassis, lease multiple bodies, use sedan on weekdays, sport coupe on Saturday, and small truck on Sunday. 未来汽车: 新概念设计 09/12/02 SJSU Bus 140 - David Bentley Rev. 02/04/02 SJSU Bus 140 - David Bentley High price? Reliable? Attractive? Durable? Other? Performance Aesthetics Special features Safety Reliability Durability Perceived quality Service after sale “Fitness for use” - Juran Based on various factors: reliability, durability, performance, usefulness, aesthetics, price, etc. - Various “Meets customer requirements” – Various “Consistently meets or exceeds customer expectations” - Stevenson “Consistently meets or exceeds customer requirements” – Bentley Emphasis on requirements Includes understanding of expectations Implies an agreement explicit or Implicit Concept: “Do it right the first time and every time” How well a product satisfies its intended purpose based on 4 factors Design Conformance to the design Ease of use Service after delivery 质量内涵 质量的本质： 质量的本质是用户对一种产品或服务的某些方面所做出的评