【正文】 受過訓(xùn)練的偵測員會抱怨對顧客的衝擊 無法提供車 顧客會要求檢修顧客會抱怨品質(zhì)水準稽核的改善行動滿意程度 非常不滿意 非常滿意 完全地滿意觀察；避免惡化生產(chǎn)線上的改善行動BConcerns50 40 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）。 ? 採用全球一致的車輛作業(yè)評價流程於所有量產(chǎn)車種。 ? 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)。t pass it on. 3. Culture: A relentless daily focus on quality. 4. Training: Ensuring people have the necessary skills and tools to do their jobs. 5. Accountability: Effective measurement and feedback for continuous improvement accountability and performance metrics. 6. Cooperation: Help suppliers help us succeed. 7. Joint Leadership Commitment: Effective Quality Leadership at all levels. 8. Disciplined Execution: Changes never promise quality. 9. Enterprising Approach: The customer is our shared concern. 10 4. ISO 9001/QS9000及 ISO 14001整合 系統(tǒng) ? ISO 9001(’96)/QS9000(’98)內(nèi)部稽核 : 2 times/year ? ISO 14001(’97)內(nèi)部稽核 : 1 times/year ? ISO 9001(’96)/QS9000(’98)外部稽核 : 1 times/year ? ISO 14001(’97)外部稽核 : 1 times/year ? 2 systems, 2 sets of procedures, 30% overlap ? Integration ? 整合程序書，整併減少 30%重疊 。 ? 2023年獲得 ISO 9001/QS 9000及 ISO 14001整合系統(tǒng)驗證 。 Achievement ? 1997年榮獲國際環(huán)境管理系統(tǒng) ISO 14001驗 證 。 ? 1996年 成為國內(nèi)首家汽車業(yè)者通過 ISO9001國際標準驗證，得到世界品質(zhì)系統(tǒng)標準的肯定 。 6 福特六和品質(zhì)管理之發(fā)展演進 3/4 1991~1996 Upgrading/ Standardization ? 建置 QIS(Quality Information System)系統(tǒng)，在生產(chǎn)線上直接反應(yīng)品質(zhì)問題並於第一時間即時改善 。 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) 。 ? 對供應(yīng)商推行福特 Q101全球性品質(zhì)管理規(guī)範 。 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 。不接收不良 ,不傳送不良 Chairman of the board (口徑 。 ? 廠內(nèi)推動 UPASUniform Product Assessment System產(chǎn)品品質(zhì)統(tǒng)一稽核系統(tǒng) 。 ? 導(dǎo)入先期品質(zhì)規(guī)劃觀念 APQP(Advanced Product Quality Planning)及品質(zhì)基礎(chǔ)教育如團隊導(dǎo)向問題解決手法 8D (Team Oriented Problem Solving 8 Disciplines) 。 ? 1994年導(dǎo)入顧客導(dǎo)向式車輛評價系統(tǒng) NovaC (New Overall Vehicle Assessment Customer)。 7 福特六和品質(zhì)管理之發(fā)展演進 4/4 1996~now Transformation/ Internationalization ? 1996年起開始推動福特生產(chǎn)系統(tǒng) FPS(Ford Production System)。 ? 1998年 獲得汽車業(yè)國際品質(zhì)系統(tǒng) QS9000驗 證肯定 。 8 3. Ford ‘Quality is Job1’ Arrow ? Define, Measure, Analyze, Improve, Control ? Design for 6Sigma ? Common Problem Solving Language Tools ? High Quality, High Velocity Improvements in Business Results ? 9 Leadership Principles ? Re