上海交大-質(zhì)量管理學(xué)-在線瀏覽
2024-08-04 12:34本頁面
【正文】 法。 過程質(zhì)量 ，可分為 開發(fā)設(shè)計過程質(zhì)量 、 制造過程質(zhì)量 、 使用過程質(zhì)量 與 服務(wù)過程質(zhì)量 四個子過程的質(zhì)量。 工作質(zhì)量 2020/7/6 質(zhì)量內(nèi)涵 質(zhì)量的本質(zhì)： 質(zhì)量的本質(zhì)是用戶對一種產(chǎn)品或服務(wù)的某些方面所做出的評價。事實上 ,顯而易見 ,在用戶的眼里，質(zhì)量不是一件產(chǎn)品或一項服務(wù)的某一方面的附屬物 ,而是產(chǎn)品或服務(wù)各個方面的綜合表現(xiàn)特征。 美學(xué)性 — 外觀、感覺、嗅覺和味覺。 一致性 — 一件產(chǎn)品或一項服務(wù)滿足顧客要求的程度。 可靠性 — 產(chǎn)品所具備性能的穩(wěn)定性。 會意質(zhì)量 — 對產(chǎn)品質(zhì)量的間接評價 (例如 ,聲譽(yù) )。 2020/7/6 質(zhì)量內(nèi)涵 質(zhì)量的內(nèi)涵：舉例 內(nèi)涵 產(chǎn)品（手表） 服務(wù) 如手表的計時準(zhǔn)確、防水、防磁、防震。 高科技 手表的雙時區(qū)顯示。 故障率 工作年數(shù) 極品 處理顧客抱怨或提供必要的資料 2020/7/6 質(zhì)量概念的革命 fitness to latent requirement fitness of cost fitness to use fitness to standard 1950s 1960s 1970s 1980s ? mass production ? consumer revolution ? oil crisis ? petition from newly industrialized countries. ? Means high quality and low cost. ? Means to assure satisfaction of market needs. ? evaluates whether a product built as described in the manual passes the standard. ? means meeting customer needs before customers are aware of those needs. 2020/7/6 質(zhì)量概念的不足 fitness to latent requirement fitness of cost fitness to use fitness to standard 1. The first is the notion that quality can be achieved through inspection. 2. Its neglect of market needs. 1. Be achieved by inspection. Conflict between inspectors and workers arises. 2. Usebased petitive advantage is tenuous. 1. Competitors can create similarly reliable and inexpensive products. 1. Arising from the variable speed and appropriateness of improvement and change. 2020/7/6 Example of all four levels of the quality concept ? If a watch is put together with parts missing, it does not fit the standard. It must be thrown away or reworked. ? Watches must keep time to be fit for use. Highquality(accurate) chronometers of the 18th and 19th centuries were made of expensive ponents and were rigorously tested. Their cost was high, but they met the second quality standard. The classic mechanical Swiss watch of the 20th century continues this tradition. ? Watches with electronics are both cheap and accurate, meeting the standard of fitness of cost. Many panies in many countries make such watches. Now watches can be had for under $10 that are more accurate than the finest mechanical watches of the preelectronic era, but petition is brutal. ? Fashion and individuality were introduced into the lowend watch market by Swatch, a Swiss pany. Meeting these latent requirements allowed the pany to charge more and make a higher profit than for modity watches. 2020/7/6 質(zhì)量的決定因素 質(zhì)量的決定因素： 一件產(chǎn)品或一項服務(wù)能否成功地完成它預(yù)定的使命取決于四個主要因素 ,它們是 : (1) 設(shè)計質(zhì)量。 (3) 便于使用 。 2020/7/6 質(zhì)量的決定因素 —設(shè)計質(zhì)量 質(zhì)量的決定因素： ? 質(zhì)量設(shè)計是指設(shè)計人員對產(chǎn)品或服務(wù)的一些性能所做出的接受或拒絕的選擇。 ? 設(shè)計人員必須與生產(chǎn)運作部的有關(guān)人員密切合作 ,以確保設(shè)計的產(chǎn)品是可制造的。 2020/7/6 質(zhì)量的決定因素 —質(zhì)量符合設(shè)計的程度 質(zhì)量的決定因素：質(zhì)量符合設(shè)計的程度 ?質(zhì)量對設(shè)計的符合是指產(chǎn)品或服務(wù)符合 (即實現(xiàn) )設(shè)計人員意圖的程度。 。通過這些措施不但可以保證產(chǎn)品得以正確使用，同時，增加了在正確使用產(chǎn)品的前提下安全地持續(xù)發(fā)揮其功能的機(jī)會。無論什么原因，從質(zhì)量觀點來看 ,重要的是要予以補(bǔ)救。補(bǔ)救措施包括收回并修理產(chǎn)品、調(diào)整更換或回購。 2020/7/6 不良質(zhì)量帶來的后果 質(zhì)量成本：內(nèi)部成本 質(zhì)量好壞對公司產(chǎn)生影響主要表現(xiàn)在以下一些方面 : (1) 公司虧損。 (3) 生產(chǎn)率下降。 2020/7/6 質(zhì)量成本 外部成本和內(nèi)部成本 質(zhì)量成本：外部成本 定義： 外部損失指由于產(chǎn)品沒
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