【正文】 cal term is quality of 。所有的商品和服務都是在不同的等級或質量等級中產(chǎn)生的。這些變化的等級或質量水平是故意的，因此，適當?shù)募夹g術語稱之為設計質量。Quality of conformance refers to how well the product conforms to specifications required by 。Quality of conformance is influenced by a number of factors, including the choice of manufacturing processes, the training and supervision of the workforce, the types of process controls, tests, and inspection activities that are employed, the extent to which these procedures are followed, and the motivation of the workforce to achieve ,包括生產(chǎn)流程的選擇、員工的培訓和監(jiān)督，所采用的過程控制,測試,和檢查活動的類型,這些程序被遵循的程度 ,激勵員工來實現(xiàn)質量。Unfortunately, this definition has bee associated more with the conformance aspect of quality than with is in part due to the lack of formal education most designers and engineers receive in quality engineering also leads to much less focus on the customer and more of a ―conformancetospecifications‖ approach to quality, regardless of whether the product, even when produced to standards, was actually ―fitforuse‖ by the , there is still a widespread belief that quality is a problem that can be dealt with solely in manufacturing, or that the only way quality can be improved is by ―goldplating‖ the ,相對于設計，這個定義更多的關于質量的一致性。這部分是由于大多數(shù)設計師和工程師缺乏質量工程方法的正規(guī)教育。這也導致更少地關注客戶和更多關注質量與規(guī)格一致, 無論產(chǎn)品，即使生產(chǎn)標準，實際上是“適合使用”的客戶。同時,普遍仍認為,在生產(chǎn)制造中質量問題完全可以解決, 或者唯一的可以提高質的方式是給產(chǎn)品“鍍金”。We prefer a modern definition of quality: Quality is inversely proportional to that this definition implies that if variability in the important characteristics of a product decreases, the quality of the product an example of the operational effectiveness of this definition, a few years ago, one of the automobile panies in the United States performed a parative study of a transmission that was manufactured in a domestic plant and by a Japanese :質量與變化成反比。請注意,這個定義意味著如果產(chǎn)品的重要特征的變化減少,產(chǎn)品的質量就會提高。舉一個這個定義的操作效益的例子,幾年前, 美國的一個汽車公司進行了一個在國內工廠制造過程的傳輸和由日本供應商制造過程的傳輸?shù)谋容^研究。An analysis of warranty claims and repair costs indicated that there was a striking difference between the two sources of production, with the Japaneseproduced transmission having much lower costs, as shown in part of the study to discover the cause of this difference in cost and performance, the pany selected random samples of transmissions from each plant, disassembled them, and measured several critical quality ，兩者的生產(chǎn)有著顯著的區(qū)別，日本制造的運輸成本很低。這項研究的一部分是發(fā)現(xiàn)成本和表現(xiàn)中這種差異的原因，公司從每個工廠隨機選擇抽樣，拆卸樣本，并測量了幾個關鍵的質量特性。Figure is generally representative of the results of this that the distribution of the critical characteristics for the transmissions manufactured in the United States takes up about 75% of the width of the specifications, implying that very few nonconforming units would be fact, the plant was producing at a quality level that was quite good, based on the generally accepted view of quality within the , the Japanese plant produced transmissions for which the same critical characteristics take up only about 25% of the specification a result, there is considerably less variability in the critical quality characteristics of the Japanesebuilt transmissions in parison to those built in the United 。注意的是美國生產(chǎn)傳輸?shù)呐R界特征的分布 占寬度規(guī)格的75%左右,這意味著不相容的產(chǎn)品很少。事實上, 根據(jù)公司內部的質量標準，工廠生產(chǎn)的質量水平很好,然而,日本工廠的生產(chǎn)傳輸?shù)南嗤呐R界特征規(guī)范只占用約25%的規(guī)格帶。因此,日本建立的生產(chǎn)傳輸中的關鍵質量特征的變化要比美國的少很多。There are two obvious questions here: Why did the Japanese do this? How did they do this? The answer to the ―why‖ question is obvious from examination of variability has directly translated into lower costs。Furthermore, the Japanesebuilt transmissions shifted gears more smoothly, ran more quietly, and were generally perceived by the customer as superior to those built repairs and warranty claims means less rework and the reduction of wasted time, effort, and , quality truly is inversely proportional to did the Japanese do this? The answer lies in the systematic and effective use of the methods described in this :為什么日本人這樣做呢?他們是如何做到這一點呢? ，“為什么”的問題的答案是顯而易見的。減少的變化直接轉化為低成本。此外,日本造的變速齒輪更順暢,更安靜，客戶通常認為日本的變速齒輪要比國內的好。更少的維修和保修索賠意味著很少的返工,節(jié)約時間 ,精力,和金錢。因此,質量真的是與變化成反比。日本人是怎么做的呢?答案就在于系統(tǒng)和有效地使用本文中描述的方法。Dimensions of Quality質量維度 The quality of a product can be described and evaluated in several is often very important to differentiate these different dimensions of provides an excellent discussion of eight ponents or dimensions of summarize his key points concerning these dimensions of quality as follows: 一個產(chǎn)品的質量可以用幾種方法來描述和評價。區(qū)分這些不同維度的質量往往是很重要的。加文 對于質量的八種要素做了一個很好的討論。我們總結了他的關鍵點，這些尺寸的質量如下：Performance –product does intended job表現(xiàn)—產(chǎn)品滿足特定功能 Reliability—product is available 可靠性產(chǎn)品是可用的Durability—product lasts for a reasonable time 持久性產(chǎn)品能使用一個合理的時間 Serviceability—product is easy to repair/service維護性產(chǎn)品維修維護方便Aesthetics—product has acceptable/appealing appearance美觀產(chǎn)品具有可接受或吸引人的外觀Features—product has capabilities beyond basic performance 功能性產(chǎn)品具有超越基本功能的功能Perceived Quality—product amp。 pany have good reputation。measured by customer loyalty 感知質量—產(chǎn)品和公司在消費者中具有良好的聲譽。Conformance to Standards—product made consistent with designer intent(and consistent with industry amp。 national standards)標準一致制造的產(chǎn)品符合設計師的意圖（并符合行業(yè)和國家標準）。Quality Improvement質量的提升 Quality improvement is the reduction of variability in processes and variability in process performance often results in example, consider the wasted money, time, and effort that is associated with the repairs represented in Figure , an alternate and frequently very useful definition is that quality improvement is the reduction of 。過程性能的過度變化往往導致浪費。例如，時間和精力。因此，一個替代的，通常是非常有用的定義是，質量改進是減少浪費。Implementing quality improvement: management must 實施質量改進：管理Evaluate dimensions of quality as they pertain to their business objectives(assuming the objectives are defined)。評估質量維度與他們的業(yè)務目標（假設定義了目標）； Think strategically about quality。戰(zhàn)略性地考慮質量；Recognize critical role of suppliers in quality management strategies。認識到供應商在質量管理戰(zhàn)略中的重要作用；Recognize that everyone in the organization is responsible for quality。認識到組織中的每個人都對質量富有責任；Recognize that statistical quality cont