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2025-01-16 19:13 本頁(yè)面
【正文】 must have quality service also ? Organization quality culture – superior product and service requires anizationwide focus on quality 9 Costs of Quality ? Scrap and rework rescheduling, repairing, retesting ? Defective products in the hands of the customer recalls, warranty claims, law suits, lost business, … ? Detecting defects inspection, testing, …. ? Preventing defects training, charting performance, product/process redesign, supplier development, …. 10 Traditional Quality Management ? Rigorous system of inspection ? Defective products will be identified and discarded ? Quality can be inspected into products ? Main decision is how many products to inspect (largely a question of economics) 11 Traditional View of How Much to Inspect Annual Cost ($) % of Products Inspected 0 Optimal Level of Inspection Cost of Scrap, Rework, and Detecting Defects Cost of Defective Products to Customers Total Quality Control Costs 12 Modern Quality Management ? Quality Gurus ? Quality Drives the Productivity Machine ? Other Aspects of the Quality Picture 13 Quality Gurus ? W. Edwards Deming ? Assisted Japan in improving productivity and quality after World War II ? In 1951 Japan established Deming Prize ? US was slow in recognizing his contributions ? Introduced Japanese panies to the PlanDoCheckAct (PDCA) cycle (developed by Shewart) ? Developed 14 Points for managers 14 PDCA Cycle 2. DO Try plan on a test basis 1. PLAN Identify im provements and develop plan 3. CHECK Evaluate plan to see if it works 4. ACT Permanently implement improvements 15 Deming’s 14 Points for Managers 1. Create constancy of purpose toward product quality to achieve anizational goals 2. Refuse to allow monly accepted levels of poor quality 3. Stop depending on inspection to achieve quality 4. Use fewer suppliers, selected based on quality and dependability instead of price 5. Instill programs for continuous improvement of costs, quality, service, and productivity 16 Deming’s 14 Points for Managers 6. Train all employees on quality concepts 7. Focus supervision on helping people do a better job 8. Eliminate fear, create trust, and encourage twoway munications between workers and management 9. Eliminate barriers between departments and encourage joint problemsolving 10. Eliminate the use of numerical goals and slogans to make workers work harder 17 Deming’s 14 Points for Managers 11. Use statistical methods for continuous improvement of quality and productivity instead of numer. quotas 12. Remove barriers to pride of workmanship 13. Encourage education and selfimprovement 14. Clearly define management’s permanent mitment to quality and productivity 18 Quality Gurus ? Philip B. Crosby ? Wrote Quality Is Free in 1979 ? Company should have the goal of zero defects ? Cost of poor quality is greatly underestimated ? Traditional tradeoff between costs of improving quality and costs of poor quality is erroneous 19 Quality Gurus ? Armand V. Feigenbaum ? Developed concept of total quality
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