质量基础知识培训材料.pptVIP

* * * * 巩固老顾客和创造新顾客永远是公司的强烈愿望和巨大驱动力，因为顾客给予了公司一切。没有顾客，公司一天也无法生存。如何巩固老顾客和创造新顾客，关键是: The companys strong desire and great driving force are to keep an existing customer and to create new customer, as without customer, company cannot gain profit and grow. The methods to keep existing customer and create new customer are: * * 使员工了解他们工作的重要性 让员工作主，并承担解决问题的责任 主动评价员工的业绩 寻找机会提高员工的能力、知识和经验 充分发挥员工的知识才干 Let employee to understand the importance of their duty Give employee the chances to make decision, and responsible for problem solving Review employee’s performance Looking for opportunity to improve employee’s capability, knowledge and experience Unleash the employee’s knowledge and ability * 过程的特点决定了过程的关联关系。 过程方法强调过程的总体效果：过程的输入是上游过程的输出，过程的输出是下游过程的输入。 多个过程相互联系和作用，就形成了系统。 将相互关联的过程作为系统加以识别、理解、管理，有助于组织提高实现目标的有效性和效率。 Process characteristic designed the relation between processes Process method emphasizes the overall effect of the process flow: input of every step is the earlier step’s output The inter-related of every process will form system The identification, understand and management of the system will increase the effectiveness and efficiency of target reliazation * * 组织与供方是相互依存的，互利的关系可增强双方创造价值的能力。对供方的利益给予关注，增加了对供方实施控制的积极因素，会使供方，公司和顾客达到“三赢”。 Company and suppliers are interrelated. Win-win relationship will increase both value. * 经济性: 价廉物美；物有所值；最少投入，获得最大的效益 广义性: 质量不仅指产品质量，也可以指过程和体系的质量 时效性: 原先被客户认为质量好的产品会因为顾客要求提高而不受欢迎 相对性: 顾客和其他相关方对同一产品的功能提出不同的要求 Economic : Inexpensive, value for money; a minimum of input, to obtain maximum benefits Generalized : Quality refers not only to product quality, but also process and system Timeliness : Products that had previously been classified as good quality by customer, will become undesirable as customer requirements improved Relativity : Customers and other interested parties on the same product features make different demands 供给者:提供流程作业所需的资讯、材料和其他的个人或组织 投入 :由供给者提供，在过程中消耗或转换的资讯 / 材料 过程 :一组将输入转化为输出的相互关联或相互作用的活动。它包括产品实现过程和产品支持过程 产出