【正文】 3/16/2023 33 ? 為了定量描述產(chǎn)品質(zhì)量損失， Tahuchi提出“損失函數(shù)（ Loss Function）”的概念，認(rèn)為產(chǎn)品不滿(mǎn)足規(guī)范要求會(huì)造成損失，產(chǎn)品滿(mǎn)足規(guī)范要求也會(huì)造成損失，只有當(dāng)產(chǎn)品質(zhì)量性能?chē)?yán)格處在目標(biāo)值時(shí)，產(chǎn)品損失為零。 ? 服務(wù)作業(yè)失誤而導(dǎo)致顧客要求返工所造成的成本等。質(zhì)量管理 第五章 質(zhì)量的經(jīng)濟(jì)性 南京過(guò)程學(xué)院經(jīng)濟(jì)管理學(xué)院 高 峰 3/16/2023 1 Traditional Quality Costs Customer Returns Inspection Costs Recalls Waste Rejects Rework Testing Costs 3/16/2023 2 Cost Of Poor Quality Customer Returns Inspection Costs Recalls Waste Rejects Rework Testing Costs Customer Allowances Incorrectly Completed Sales Order Excess Inventory Incorrect orders shipped Time with Dissatisfied Customer Late Paperwork Excessive Overtime Premium Freight Costs Excessive Field Service Costs Pricing or Billing Errors Complaint Handling Overdue Receivables Employee Turnover Expediting Costs Planning Delays Development Cost of Failed Products Unused Capacity Lost goodwill Delays 3/16/2023 3 質(zhì)量成本的概念 ? 質(zhì)量成本是質(zhì)量管理的經(jīng)濟(jì)表現(xiàn)。 3/16/2023 14 Category 4: External Costs of Defects ? Costs of trying to correct defects after receipt by customer. ? Lost of customer goodwill ? Recalls to correct problem ? Warranty, insurance, and legal suit settlements 3/16/2023 15 4. 外部缺陷（故障） 成本 : ? 是指因產(chǎn)品缺陷 (未能在系統(tǒng)內(nèi)部作業(yè)過(guò)程中發(fā)現(xiàn) )而引發(fā)在系統(tǒng)外部的成本， 通常發(fā)生在與顧客接觸的過(guò)程中。隨產(chǎn)品特性偏離，損失呈二次函數(shù)增長(zhǎng) 。 ? Taguchi用貨幣單位來(lái)對(duì)產(chǎn)品質(zhì)量進(jìn)行度量，社會(huì)損失越大，產(chǎn)品質(zhì)量越差；反之，社會(huì)損失越小，產(chǎn)品質(zhì)量越好。 ? 如：廢品損失、返工成本、降級(jí)損失費(fèi)、停工損失費(fèi)、產(chǎn)品質(zhì)量事故處理費(fèi)。它是為使質(zhì)量要求保持一定水平所需的費(fèi)用。 ? 包括保修、退貨、商譽(yù)損失、處理用戶(hù)抱怨、維修等。 3/16/2023 34 田口對(duì)傳統(tǒng)觀點(diǎn)質(zhì)疑 ? 從顧客的角度看，剛好處于規(guī)格范圍內(nèi)的產(chǎn)品與剛好超出規(guī)格范圍的產(chǎn)品沒(méi)有實(shí)質(zhì)區(qū)別。 3/16/2023 31 傳統(tǒng)的質(zhì)量損失曲線(xiàn) Lower Tolerance Limit: Upper Tolerance