【正文】 3050 40 3050(Zone1) 30(Zone2) 15(Zone3)採取行動避免再發(fā)令人討厭和困擾的問題，一般的顧客會抱怨。 ? 使用顧客 /消費者導(dǎo)向的評分系統(tǒng) CCRS（ 稽核時間約為每輛車三個小時）。 ? 目的在推行一致性的福特組裝廠最佳品質(zhì)系統(tǒng) ，以達到監(jiān)控並持續(xù)改善新車的出廠品質(zhì)。 ? 2023年獲得 ISO 9001/QS 9000及 ISO 14001整合系統(tǒng)驗證 。 ? 1996年 成為國內(nèi)首家汽車業(yè)者通過 ISO9001國際標(biāo)準(zhǔn)驗證，得到世界品質(zhì)系統(tǒng)標(biāo)準(zhǔn)的肯定 。 5 福特六和品質(zhì)管理之發(fā)展演進 2/4 1986~1991 Selfdevelopment/Expansion ? 1988年起福特六和採購部門設(shè)立專責(zé)單位，全力輔導(dǎo)零組件廠商提昇品質(zhì) 。 the customer wants products and services that, throughout their life, meet his or her needs and expectations at a cost that represents value. 品質(zhì)是由顧客所定義 ? Quality excellence can best be achieved by preventing problems rather than by detecting and correcting them after they occur. 達成卓越的品質(zhì)必須注重在問題的預(yù)防 ? All work that is done by Company employees, suppliers, and dealers is part of a process that creates a product or service for a customer. Each person can influence some part of that process and, therefore, affect the quality of its output and the ultimate customers’ satisfaction with our products and services. 每個公司員工對品質(zhì)及最終的顧客滿意都有貢獻 3 Ford Total Quality Excellence ? Sustained quality excellence requires continuous process improvement. This means, regardless of how good present performance may be, it can bee even better. 維持卓越的品質(zhì)必須持續(xù)作流程的改善 ? People provide the intelligence and generate the actions that are necessary to realize these improvements. 改善的智識及行動來自人 ? Each employee is a customer for work done by other employees or suppliers, with a right to expect good work from others and an obligation to contribute work of high caliber to those who, in turn, are his or her customers. 後工程即是顧客 。 ? 廠內(nèi)推動 UPASUniform Product Assessment System產(chǎn)品品質(zhì)統(tǒng)一稽核系統(tǒng) 。 ? 1994年導(dǎo)入顧客導(dǎo)向式車輛評價系統(tǒng) NovaC (New Overall Vehicle Assessment Customer)。 ? 1998年 獲得汽車業(yè)國際品質(zhì)系統(tǒng) QS9000驗 證肯定 。 ? 建立整合內(nèi)部網(wǎng)站以 e化管理，減少紙張及增進效率 。 ? 驅(qū)使製造精緻工藝的提昇以期在車輛交貨與初期服務(wù)時達成高度顧客滿意度。品質(zhì)不夠水準(zhǔn)顧客在下次去經(jīng)銷商時可以拿到維修好的車AConcerns90 70抱怨的問題被改正，不應(yīng)該流至客戶處改善的動力來自於所有的顧客一般的顧客挑剔的顧客訓(xùn)練過的觀察者無法接受，導(dǎo)致顧客關(guān)心並嚴(yán)重的抱怨不滿意 有些不滿意必須不定期的前往維修車計算不良頻率，初擬改善行動22 QOSQuality Operating System ? Wind Noise ?evaluates the noise acceptability of vehicles, as would an average customer. During the drive evaluation, the trained auditor listens with an unaided ear and rates wind noise performance, on a scale from 1 to 10, using the Wind Noise Rating Criteria form ? Squeak Rattle ?to effectively detect assembly or ponent squeak and rattle concerns prior to the units leaving the plant. 23 Squeak Rattle Road Test – Squeak Rattle Test Track Upgrade Length: 100 ft Uniform Vienna Block, 100 ft Stepped Vienna Block Width: 104” 40” 40” 24” Track Width ~ 66” 40” 40” 24” 100’ Uniform Vienna Block Stepped Vienna Block 24 Squeak Rattle Road Test Uniform Vienna Block Stepped Vienna Block (~1” Step in Height) 25 QOSQuality Operating System ? Water (20 minute soak) ?predetermined critical water entry areas, which may not show up during the normal 100% production water test. This 20 – Minute test is a verification of process/design actions taken to correct any repetitive water leak concerns. ? Finish Vehicle Evaluation Program (M10 Program) ?a daily evaluation of pleted production level vehicles. These units are driven overnight, over the road by authorized plant personnel. ?Its function is to identify issues early and develop immediate process/product containment and improvement actions. 26 QOSQuality Operating System ? PIC (Product Information Center) ?includes external and in