【正文】 一。 ② 壽命 。 產(chǎn)品質(zhì)量 服務質(zhì)量 過程質(zhì)量 工作質(zhì)量 質(zhì)量 3/16/2023 產(chǎn)品 : ISO8402:1994 活動或過程的結果； 產(chǎn)品 ? 硬件 （ hardware）： 具有特定形狀的可分離的有形產(chǎn)品 。 1998年抽查奶粉，合格率只有 %。 ? 質(zhì)量是社會科學技術和文化水平的綜合反映。質(zhì)量問題不僅關系到廣大消費者的權益，關系到企業(yè)的生存與發(fā)展，同時也是社會經(jīng)濟發(fā)展的戰(zhàn)略因素。 2. 掌握質(zhì)量的定義和特性等有關內(nèi)容。 國家統(tǒng)計局 1998年對全國百家億元商場 100種主要商品的調(diào)查顯示，在大多數(shù)商品品種中，銷售額排在前三名的品牌的市場占有率之和超過 50%，名牌效應明顯，市場集中度提高。 3/16/2023 質(zhì)量及質(zhì)量特性：名詞注解 實體 （ entity, item） : “可單獨描述和研究的事物” ，實體可以是活動或過程，可以是產(chǎn)品，可以是組織、體系或人，也可以是上述各項的任何組合。 ? 服務（ Service ） ： 為滿足顧客的需要，供方與顧客之間接觸的活動以及供方內(nèi)部活動所產(chǎn)生的結果。使用壽命是產(chǎn)品在規(guī)定條件下滿足規(guī)定功能要求的工作總時間。一般要求極其嚴格，視為關鍵特性而需要絕對保障。 定義中的 服務 ，主要指服務性行業(yè)提供的服務，如交通運輸、郵電、商業(yè)、金融保險、飲食、賓館、醫(yī)療衛(wèi)生、文化娛樂、倉儲、咨詢、法律等組織提供的服務。 工作質(zhì)量 3/16/2023 質(zhì)量內(nèi)涵 質(zhì)量的本質(zhì)： 質(zhì)量的本質(zhì)是用戶對一種產(chǎn)品或服務的某些方面所做出的評價。 可靠性 — 產(chǎn)品所具備性能的穩(wěn)定性。 故障率 工作年數(shù) 極品 處理顧客抱怨或提供必要的資料 3/16/2023 質(zhì)量概念的革命 fitness to latent requirement fitness of cost fitness to use fitness to standard 1950s 1960s 1970s 1980s ? mass production ? consumer revolution ? oil crisis ? petition from newly industrialized countries. ? Means high quality and low cost. ? Means to assure satisfaction of market needs. ? evaluates whether a product built as described in the manual passes the standard. ? means meeting customer needs before customers are aware of those needs. 3/16/2023 質(zhì)量概念的不足 fitness to latent requirement fitness of cost fitness to use fitness to standard 1. The first is the notion that quality can be achieved through inspection. 2. Its neglect of market needs. 1. Be achieved by inspection. Conflict between inspectors and workers arises. 2. Usebased petitive advantage is tenuous. 1. Competitors can create similarly reliable and inexpensive products. 1. Arising from the variable speed and appropriateness of improvement and change. 3/16/2023 Example of all four levels of the quality concept ? If a watch is put together with parts missing, it does not fit the standard. It must be thrown away or reworked. ? Watches must keep time to be fit for use. Highquality(accurate) chronometers of the 18th and 19th centuries were made of expensive ponents and were rigorously tested. Their cost was high, but they met the second quality standard. The classic mechanical Swiss watch of the 20th century continues this tradition. ? Watches with electronics are both cheap and accurate, meeting the standard of fitness of cost. Many panies in many countries make such watches. Now watches can be had for under $10 that are more accurate than the finest mechanical watches of the preelectronic era, but petition is brutal. ? Fashion and individuality were introduced into the lowend watch market by Swatch, a Swiss pany. Meeting these latent requirements allowed the pany to charge more and make a higher profit than for modity watches. 3/16/2023 質(zhì)量的決定因素 質(zhì)量的決定因素： 一件產(chǎn)品或一項服務能否成功地完成它預定的使命取決于四個主要因素 ,它們是 : (1) 設計質(zhì)量。 3/16/2023 質(zhì)量的決定因素 — 質(zhì)量符合設計的程度 質(zhì)量的決定因素：質(zhì)量符合設計的程度 ?質(zhì)量對設計的符合是指產(chǎn)品或服務符合 (即實現(xiàn) )設計人員意圖的程度。補救措施包括收回并修理產(chǎn)品、調(diào)整更換或回購。 內(nèi)部損失成本： 包括加工時間的浪費、修復和返工損失、調(diào)查質(zhì)量事故所發(fā)生的費用以及可能發(fā)生的設備損失和操作人員的傷害。所以理想的質(zhì)量水平是零缺陷。