质量管理培训课件(ppt 157页).ppt

质量管理Management of Quality;提纲Outline;我国产品质量现状;质量是什么What is Quality ?;质量是指一种产品或服务持续满足或超过顾客需要的能力Quality is the ability of a product or service to consistently meet or exceed customer expectations. (customers) 质量是…（美国质量协会定义， ) Quality is ... (from the American Society for Quality, ) 基于产品的设计，客户的看法和如何设计匹配（设计的质量规范）Based on customers’ perceptions of a product’s design and how well the design matches the original specifications (design quality) 一种产品和服务能力，以满足明示或暗示的需要（符合质量）The ability of a product and service to satisfy stated or implied needs (conformance quality) 实现组织内的符合规定的要求。 （符合质量）Achieved by conforming to established requirements within an organization. (conformance quality) 国家标准GB/T 19000-2000对质量的定义是：一组固有特性满足要求的程度。;质量领袖简介Introduction to Quality Gurus;沃尔特 休哈特Walter Shewhart (1891 – 1967 );爱德华兹.戴明（1900-1993）W. Edwards Deming (1900 – 1993 );Joseph M. Juran朱兰 (1904 – );质量管理Quality Management;质量内涵;;质量从哪里来？;质量从哪里来？;丰田的召回事件;设计过程决定了产品的固有质量;质量的决定因素Determinants of Quality;设计和一致性Design and Conformance;质量成本Costs of Quality ;质量成本Costs of Quality;质量成本Costs of Quality;内部缺陷成本Internal Failure Costs;内部缺陷成本Internal Failure Costs;外部缺陷成本External Failure Costs;检查成本Appraisal Costs;预防成本Prevention Costs;不合规格的工作Substandard work 缺陷产品Defective products 不合规格的服务Substandard service 差劲的设计Poor designs 以次充好的手艺Shoddy workmanship 不合规格的部件与材料Substandard parts and materials;高昂的成本;质量管理的经济性 Economics of Quality Management;质量证书Quality Certification;ISO 9000 标准/Standards;ISO 9000 质量管理原则Quality Management Principles;管理体系Management systems 管理体系致力于承担环境保护责任，并把这一责任融入公司的经营管理计划中Systems development and integration of environmental responsibilities into business planning 组织运营Operations 自然资源和能源的消耗Consumption of natural resources and energy 环境保护体系Environmental systems 测量，评价和控制放射性物质、废水和其他废弃物的排放Measuring, assessing and managing emissions, effluents, and other waste;质量管理的分类Classification of Quality Management;质量保证的阶段Phases of Quality Assurance;提纲Outline;统计质量控制Statistical Process Control, SPC;统计过