【正文】 Cease dependence on mass inspection 4. Do not award business on price alone 5. Work continually on the system of production and service 6. Institute Modern methods of training 7. Institute modern methods of supervision of workers 8. Drive out fear 9. Break down barriers between departments 10. Eliminate slogans, exhortations, and targets for the work force 11. Eliminate numerical quotas 12. Remove barriers preventing pride of workmanship 13. Institute a vigorous program of education and retraining 14. Take action to acplish the transformation A Quality Management System Is… ? A belief in the employee’s ability to solve problems ? A belief that people doing the work are best able to improve it ? A belief that everyone is responsible for quality Irwin/McGrawHill 9 Quality Management History Deming?s Concept of “Profound Knowledge” ? Understanding (and appreciation) of Systems optimizing subsystems suboptimizes the total system the majority of defects e from systems, the responsibility of management (., machines not in good order, defective material) ? Knowledge of Statistics (variation, capability, uncertainty in data, etc.) to identify where problems are, and point managers and workers toward solutions ? Knowledge of Psychology (Motivation) people are afraid of failing and not being recognized, so they fear how data will be used against them ? Theory of Knowledge understanding that management in any form is a prediction, and is based on assumptions Elements for Success ? Management Support/Involvement ? Mission Statement ? Proper Planning ? Customer and Bottom Line Focus ? Measurement ? Empowerment/Shared Leadership ? Teamwork/Effective Meetings ? Continuous Process Improvement ? Dedicated Resources/Training Irwin/McGrawHill 11 Benchmarking 1. Identify those processes needing improvement. 2. Identify a firm that is the world leader in performing the process (Library amp。 WWW). 3. Contact the managers of that pany and make a personal visit to interview managers and workers. 4. Analyze data Baldrige Award Criteria Framework Organizational Profile: Environment, Relationships, and Challenges 1 Leadership 2 Strategic Planning 3 Customer and Market Focus 5 Human Resource Development amp。 Effect Diagram Effect Man Machine Material Method Environment Irwin/McGrawHill 34 Fishbone Analysis: Existing Hiring Process Problems Irwin/McGrawHill 35 Control Charts 970 980 990 1000 1010 1020 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 LCL UCL Irwin/McGrawHill 36 Customer Survey Worst Best Are We On Time? 5 4 3 2 1 Are We Courteous? 5 4 3 2 1 Does The Product Work? 5 4 3 2 1 Is It Cost Effective? 5 4 3 2 1 Overall Rating? General Comments: 5 4 3 2 1 Irwin/McGrawHill 37 Example Customer Survey Results Quantas Airways Survey of Frequent Flier Needs – Order of Priority: 1. No lost baggage 12. Assistance with connections 2. No damaged baggage 13. Being kept informed of delays 3. Clean toilets 14. Transport to cities 4. Comfortable seats 15. Accurate arrival info 5. Prompt baggage delivery 16. Wellanized boarding 6. Ample leg room 17. Quick/friendly airport checkin 7. Good quality meals 18. Selfservice baggage trolleys 8. Prompt reservation service 19. Ontime arrival 9. Friendly/efficient cabin crew 20. Provision of pillows/rugs 10. Clean and tidy cabin 21. Assistance with customs 11. Comfortable cabin temp 22. Ontime departures Irwin/McGrawHill 38 Continuous Improvement Process Orlando Remanufacturing And Distribution Center Irwin/McGrawHill 39 Remanufacturing Procedures Clean – Ice Chest – Parts – Tower Assembly Remanufacturi