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【正文】 target.” Genichi Taguchi Olin School of Business Washington University Panos Kouvelis Manufacturing Management 9 Valuebased “ Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost.” Robert A. Broh Olin School of Business Washington University Panos Kouvelis Manufacturing Management 10 Dimensions of quality ? Performance (primary product characteristics) ? Features (“bells and whistles”) ? Reliability (frequency of field failures) ? Conformance (match with specifications) ? Durability (product life) ? Serviceability (speed, courtesy, or petence of repair) ? Aesthetics (“fits and finishes”) ? Perceived quality (reputation and intangibles) Olin School of Business Washington University Panos Kouvelis Manufacturing Management 11 Dimension Product Example: Service Example: Stereo Amplifier Checking Account at Bank Performance Signaltonoise ratio,power Time to process customer requests Features Remote control Automatic bill paying Reliability Mean timeto failure Variability of time to process requests Durability Useful life (with repair) Keeping pace with industry trends Serviceability Ease of repair Resolution of errors Courtesy of dealer Courtesy of teller Esthetics Oakfinished cabi Appearance of bank lobby Reputation Consumer Reports ranking Advice of friends, years in business Source: Modified from Paul E. Plsek, “Defining Quality at the Marketing/Development Interface.” Quality Progress, June 1987, pp. 2836. Olin School of Business Washington University Panos Kouvelis Manufacturing Management 12 Quality Specifications ? Design quality – inherent value of the product or service in the marketplace ? Conformance quality – degree to which the product or service design specifications are met Design Quality Conformance Quality Fitness of Use ?Fitness of use ? degree to which the final product or service meets the customer’s objectives Olin School of Business Washington University Panos Kouvelis Manufacturing Management 13 Economics of Quality Quality Cost Productivity Profitability Olin School of Business Washington University Panos Kouvelis Manufacturing Management 14 Traditional cost/quality tradeoff Cost Quality Olin School of Business Washington University Panos Kouvelis Manufacturing Management 15 Quality and cost ? Unavoidable costs ? (Price of Conformance = POC) – Appraisal – Prevention ? Avoidable costs ? (Price of Nonconformance = PONC) – Internal failure – External failure Olin School of Business Washington University Panos Kouvelis Manufacturing Management 16 Appraisal costs ? Test and inspection materials and services ? Wages of inspection personnel ? Product quality audits ? Maintenance of t
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