质量管理概论第一章.ppt

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 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 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。 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 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 Transcendent Product-based definition User-based definition Value-based definition Manufacturing-based definition Marketing Designing Production Distribution Needs Products Service 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 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 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 Customer and Stakeholder Focus Customer is principal judge of quality Organizations must first understand Cus