浅谈在互联网思维下全面质量管理(最终版).docx

浅谈互联网思维下的全面质量管理0.引言相对于以大规模生产、大规模销售和大规模传播为特征的工业化思维而言，互联网思维正通过对市场、用户、产品以及产业价值链的重构，把人类带入一个以开放、平等为特征的信息化革命的全新时代。互联网思维对传统产业产生了颠覆性的影响，改变了整个时代，在互联网思维下，传统产业既面临着冲击也迎来了机遇，众多传统产业纷纷开始加速转型升级，将互联网思维融入企业管理各个领域中。2014年7月25日，江苏光芒新能源股份有限公司召开了一次以“在互联网思维下全面提升质量管理”为主题的质量管理会议，第一次把互联网思维融入到全面质量管理体系里，总结互联网思维的几点精髓，与全面质量管理八大原则的相关内容不谋而合，其中有些观念在之前的质量管理领域甚至是从未曾被提及。1.用户思维1.1一切以用户为中心互联网思维的核心思维就是用户思维，重点突出要以用户为中心，不仅是从品牌经营到企业经营要做到一切以用户为中心，而且，在企业价值链的各个环节也都要以用户为中心。全面质量管理的八项原则之一就是以顾客为关注焦点，这两个观点基本上是吻合的。以客户为关注焦点，是指企业应当理解顾客当前和未来的需求，满足顾客要求并争取超越顾客期望。如果没有顾客，企业无法生存。以客户为关注焦点要求企业应该始终关注顾客，将理解和满足顾客的要求作为首要工作考虑，并以此安排所有的活动。顾客的要求是不断变化的，为了使顾客满意，以及创造竞争的优势，企业还应了解顾客未来的需求，并争取超越顾客的期望。以顾客为关注焦点虽然也是强调以客户为中心，但从某种程度上讲，是以企业角度为出发点的以客户为中心，由企业提供满足顾客要求和期望的产品。1.2注重用户参与感和用户体验至上用户思维除了一切以用户为中心，还强调注重用户参与感和用户体验至上。互联网的存在，使得消费者掌握了更多的产品、价格、品牌方面的信息，使得市场竞争更为充分、公开、透明，市场由企业主导转变为消费者主导，消费者主权时代真正到来。可以说，互联网思维下的一切以用户为中心是以客户角度为出发点的，由客户提出需要什么样的产品，企业根据客户的需求进行个性化定制并参与体验。在全面质量管理体系中强调的是全员参与。人是管理活动的主体，也是管理活动的客体。人的积极性，主观能动性，创造性的充分发挥，人的素质的全面发展和提高，即是有效管理的基本前提，也是有效管理应达到的效果之一。企业的质量管理是通过企业内各职能各层次人员参与产品实现及支持过程来实施的，仅仅是局限于企业内部员工的全员参与。把互联网思维下的用户参与融入到全面质量管理，扩大了全员参与的范畴，按照互联网思维的逻辑，全员参与的质量管理原则，就不仅仅再是企业内部的全员参与，而是包括用户在内的全员参与。范朝洪在会议中引用美国质量学会首席执行官保罗鲍拉斯基的话：未来在质量管理中，体验与参与度也是衡量质量的指标之一。随着质量的发展发展及其战略功能的提升，衡量质量的指标也在发生变化，除了传统的测量产品的不良率、返工、废料、保修成本之外，又增加了满意度、忠诚度、体验、参与度、市场份额、能源效率、创新、关系质量和社会责任等。范朝洪表示，在光芒新能源的全面质量管理的过程中，主张用户参与体验，通过用户参与体验，让用户感受企业在为客户定制产品时的质量管理控制情况并最终获得认可。要通过积极响应客户的反馈，通过不断完善来达成客户更优体验。2.极致思维2.1产品让客户尖叫极致思维，就是把产品和服务做到极致，把用户体验做到极致，超越用户预期。互联网时代的竞争，只有第一，没有第二，只有做到极致，才能够真正赢得客户，赢得市场。制定全面质量管理体系时会预先设定质量管理目标和方针，无论是企业还是质量体系审核认证单位，都会以产品质量合格率、客户满意度的最终结果作为考量指标，但百分百并不代表就是做到了极致。在互联网思维下，产品质量的目标是要做到极致，极致体现在制造出“让客户尖叫的产品”。能够让用户尖叫的产品，必定是超过百分百的衡量标准了。光芒新能源把互联网思维融入全面质量管理，就是要把“创造极致，让用户尖叫”、百分百的合格率以及“超过百分百”的用户满意度作为质量管理目标，而这个无法用数字来衡量的指标只能由客户的尖叫声乃至同行的尖叫声来体现。搪瓷承压储能水箱只是一个产品，我们或许可以从产品的品质性能来衡量它的质量，但当产品到了客户手中在使用的时候，更多的是一些细节上的人性化设计更能贴近客户的需求乃至让客户尖叫，例如控制器，是水箱上不太显眼却至关重要的部件，是客户直接体验产品的细节部位，光芒新能源自主研发的控制器经历过四键式、六键式、一键通式三个阶段，光芒新能源是首家在水箱上应用六键式控制器，展会上刚一亮相立即受到众多客户的青睐，甚至是同行也赞叹不已，导致了众多同行在控制器上跟风的情形，光芒新能源现在研发的控制器，已经是一键通的第三代产品了。这就充分说明，让客户尖叫的产品，其概念已经远超百分百的产品合格率与满意度了。2.2管理逼得狠、盯得紧在互联网思维下实行全面质量管理，就是用极致思维打造极致的产品，要将产品做到极致，除了 “需求要抓得准”之外，还要在过程管理和系统管理中做到“自己要逼得狠”、 “管理要盯得紧”。全面质量管理中强调“过程方法”和“管理的系统方法”两个原则，就是采用过程方法管理组织，建立全面质量管理系统（即全面质量管理体系）。互联网思维下的 “自己要逼得狠”、 “管理要盯得紧”则强调要达到管理的一个程度，“逼得狠”和“盯得紧”就是要做到自己能力的极限。光芒新能源不断强化“四检合一”，突出强调了首检、巡检、自检、互检中自检的重要地位，注重培养技能类员工的自检意识，提高自检水平，强调收集自检数据，因为自检是数据来源最多的环节，可为质量大数据分析提供有效保障。在产品制造的过程中，工序是保证产品质量的最基本环节。光芒新能源通过spc monitor工具进行cpk工序能力分析，通过分析掌握各道工序的质量保证能力，为产品设计、工艺、工装设计、设备的维修、调整、更新、改造提供必要的资料和依据。光芒新能源在过程方法和管理的系统方法上已经开始向iso/ts16949质量管理体系看齐，在范朝洪看来，iso/ts16949作为全球汽车行业的质量管理体系，相关质量管理的标准是十分苛刻的，相关管理的方法是走在质量管理前沿的，例如8d，就是iso/ts16949体系中的一个十分先进的解决方法，所有的汽车零配件制造商都必须采用8d法。光芒新能源在2005年引入8d品质管理至今，确实起到了很大的作用，现在，已经有不少汽车行业以外的传统企业已经开始运用8d品质管理。光芒新能源作为热水系统中的核心部件供应商，早早从汽车行业借鉴质量管理经验，就是要把光芒水箱做到极致，让用户尖叫。3. 迭代思维3.1微创新迭代思维有两个关键点，一个是微，一个是快。迭代思维要求企业不断进行微创新，快速迭代。“微”，要从细微的用户需求入手，贴近用户心理，在用户参与和反馈中逐步改进。“可能你觉得是一个不起眼的点，但是用户可能觉得很重要”全面质量管理中另一原则是持续改进。在质量管理体系活动中，通常采用的一致改进的方法是：基于企业的质量方针、质量目标、通过内部审核和管理评审评价组织的质量管理体系存在的不合适，当然也可以通过数据分析方法，提供质量管理体系、过程、产品的各种有价值的信息，最终导致采取纠正措施，预防措施而达到持续改进的目的。迭代思维则是在持续改进的基础上更讲究微创新，持续改进将体系中不合适之处加以改进达到目的，微创新强调的是创新从而做得更好。范朝洪认为，未来的质量专业将以创新为中心。光芒新能源自2009年开始就成立了“三创”小组，在企业内部实行广开言路，鼓励企业的每一个员工从产品技术设计、质量控制、提升效率、加强管理等方面对企业提出建设性建议，关注到每一个细微环节，光芒的“三创”正体现了互联网的微创新概念。截止到目前为止，企业已经收获1500余条建议，其中关于质量和效率的有效建议已有500余条。范朝洪表示，光芒新能源将邀请用户参与，对产品设计、质量等方面提出细节方面的建议，根据用户的建议实现持续微创新。3.2快速迭代“天下武功，唯快不破”，快速迭代要求企业快速地对消费者需求做出反应，让产品更容易贴近用户。质量管理与生产进度管理往往是一对矛盾体，注重产品质量的企业在生产过程中遇到质量问题时，一般都选择生产进度让步于产品质量。在互联网思维下，更讲究一个“快”字，这是企业在质量管理过程中始终梦寐以求的一个目标，既要讲质量又要讲快速。在一切以用户为中心，根据用户需求进行个性化定制的时代，质量管理应该从技术设计抓起，技术设计的质量直接影响了产品质量，在技术设计的环节既要体现微创新也要做到快速迭代，对客户需求作出快速反应。2014年,光芒新能源实行重大战略调整，变专家为管家，倾力打造“高效储能管家”。“高效储能管家”的定位是在“储能水箱专家”基础上进行的以客户导向观念为中心的内涵深化与升级，其中“高效”旨在为客户提供高能效的产品和建立高效率的响应机制，用灵活高效的柔性制造能力，满足用户多元化的需求。这就强调技术研发要快、市场反馈要快、技术升级要快、生产响应要快，一系列的提速对质量管理也提出了更高的要求，光芒新能源进一步优化了水箱生产工艺、稳定工艺控制过程，同时以满足工艺需求为前提对设备进行管理与改造，结合设备运行特点及规律，确保关键设备的功能精度，减少设备故障、提升设备整体效率，保证设备综合效率（oee）保持高水平。光芒新能源根据优化的工艺流程以及流程对设备的要求，2014年斥资数千万再建一条全自动化的水箱生产线，该生产线达到国内绝对领先水平，通过优化工艺流程、升级工装设备从而提高生产运行效率，与响应客户需求快速反应速度相匹配。4.结语光芒自1975年成立以来始终发扬“诚信、创新、激情、坚持”的企业精神，敢于吸纳时代的一些新思想、新观念，通过转化与融合迸发出无限活力，这就是光芒在竞争激烈的市场中保持健康发展的关键因素。面对互联网思维对传统企业的冲击，光芒新能源首先在思想观念上进行了一次自我颠覆，并把这次冲击视为一次机遇，借机加速推进从“水箱储能专家”到“高效储能管家”的战略定位转型升级,把互联网思维的精髓内涵运用到企业管理的各个领域中。范朝洪强调，把互联网思维融进企业管理是顺势而为，把互联网思维融入质量管理更是一种创新和尝试。光芒新能源通过借鉴国内外较为先进的质量管理工具与方法，利用erp管理系统优势，对生产、工艺、质量、管理等流程进行再造，进一步把用户思维、极致思维和迭代思维等互联网思维核心内容融入质量管理，完善了全面质量管理体系并取得明显效果，打造出一件又一件以水为道的极致水箱产品，始终在市场上保持着领先地位。未来，光芒将一如既往的坚持走高品质路线，继续强抓互联网思维下的全面质量管理，打造出更多的让客户尖叫的水箱产品。本文内容完，以下内容与本文无关。lesson 1 a private conversation d not enjoy it.?a young man and a young woman were sitting behind me. they were talking loudly. i got very angry. i could not hear the actors. i turned round. i looked at the man and the woman angrily. they did not pay any attention. in the end, i could not bear it. i turned round again. i cant hear a word! i said angrily.? its none of your business, the young man said rudely. this is a private conversation!.lesson 2 breakfast or lunch?h time.last sunday i got up very late. i looked out of the window. it was dark outside. what a day! i thought. its raining again. just then, the telephone rang. it was my aunt lucy. ive just arrived by train, she said. im coming to see you. but im still having breakfast, i said.what are you doing ? she asked. im having breakfast, i repeated.dear me, she said. do you always get up so late ? its one oclock!lesson 3 please send me a card eums and sat in public gardens. a friendly waiter taught me a few words of?italian. then he lent me a book. i read a few lines, but i did not understand a word. every day i thought about postcards. my holidays passed quickly, but i did not send any cards to my friends. on the last day les from silbury, but mr scott cannot get a telephone for his new garage, so he has just bought twelve pigeons. yesterday, a pigeon carried the first message from pinhurst to silbury. the bird covered the distance in three minutes. up to now, mr scott has sent a great many requests for spare parts and other urgent messages from one garage to the other. in this way, he has begun his own private telephone service.lesson 6 percy buttons i have just moved to a house in bridge street. yesterday a beggar knocked at my door. he asked me for a meal and a glass of beer. in return for this, the beggar stood on his head and sang songs. i gave him a meal. he ate the food and drank the beer. then he put a piece of cheese in his pocket and went away. later a neighbour told me about him. everybody knows him. his name is percy buttons. he calls at every house in the street once a month and always asks for a meal and a glass of beer.lesson 7 too late the plane was late and detectives were waiting at the airport all morning. they were expecting a valuable parcel of diamond from south africa. a few hours earlier, someone had told the police that thieves would try to steal the diamonds. when the plane arrived, some of the detectives were waiting inside the main building while others were waiting on the airfield. two men took the parcel off the plane and carried it into the customs house. while two detectives were keeping guard at the door, two others opened?the parcel. to their surprise, the precious parcel was full of stones and sand!lesson 8 the best and the worst joe sanders has the most beautiful garden in our town. nearly everybody enters for the nicest garden competition each year, but joe wins every time. bill friths garden is larger than joes. bill works harder than joe and grows more flowers and vegetables, but joes garden is more interesting. he has made neat paths and has built a wooden bridge over a pool. i like gardens too, but i do not like hard work. every year i enter for the garden competition too, and i always win a little prize for the worst garden in the town!lesson 9 a cold welcomeon wednesday evening, we went to the town hall. it was the last day of began to laugh and sing.lesson 10 not for jazzwe have an old musical instrument. it is called a clavichord(翼琴). it was made in germany in 1681. our clavichord is kept in the living-room. it has belong to our family for a long time. the instrument was bought by my grandfather many years ago. recently it was damaged by a visitor. she tried to play jazz on it! she struck the keys too hard and two of the strings were broken. my father was shocked. now we are not allowed to touch it. it is being repaired by a friend of my fathers.lesson 11 one good turn deserves anotheri was having dinner at a restaurant when harry steele people in the town will be meeting them at the station. tomorrow evening they will be singing at the workers club. the greenwood boys will be staying for five days. during this time, they will give five performances. as usual, the police will have a difficult time. they will be trying to keep order. it is always the same on these occasions.lesson 14 do you speak englishi had an amusing experience last year.?after i had left a small village in the south of france, i drove on to the next town. on the way, a young man waved to me. i stopped and he asked me for a lift. as soon as he had got into the car, i said good morning to him lesson 17 always young at least thirty-five years old. in spite of this, she often appears on the stage as a young girl. jennifer will have to take part in a new play soon. this time, she will be a girl of seventeen. in the play, she must appear in a bright red dress and long black stockings. last year in another play, she had to wear short socks and a bright, orange-coloured dress. if anyone ever asked her how old she is, she always answers, my dear, it must be terrible to be grown up!lesson18 he often does this! had left it on a chair beside the door and now it wasnt there ! as i was looking for it, the inn-keeper came in. did you have a good meal ? he asked. yes, thank you, i answered, but i cant pay the bill. i havent got my bag. the inn-keeper smiled and immediately went out. in a few minutes he returned with my bag and gave it back to me. im very sorry, he said my dog had taken it into the garden. he often does this.lesson19 sold out it may have begun already, susan answered.i hurried to the ticket-office. may i have two tickets please ? i asked.im sorry, weve sold out, the girl said.what a pity! susan exclaimed.just then, a man hurried to the ticket-office.can i return these two tickets? he asked.certainly, the girl said.lucky. i never catch anything-not even old boots. after having spent whole mornings on the river, i always go home with an empty bag. you must give up fishing! my friends say. its a waste of time. but they dont realize one important thing. im not really interested in fishing. i am only one of the few people left. sometimes i think this house will be knocked down by a passing plane. i have been offered a large sum of money to go away, but i am determined to stay here. everybody says i must be mad and they are probably right.lesson22 a glass envelopeng a letter from a girl of her own age in holland. last year, we were travelling across the channel and jane put a piece of paper with her name and address on it into a bottle. she threw the bottle into the sea. she never thought of it again, but ten months later, she received a letter from a girl in holland. both girls write to each other regularly now. however, they have decided to use the post-office. letters will cost a litt1e more, but they will certainly travel faster. lesson23 a new houserday. she lives in nigeria. in her letter, she said that she would come to lesson24 it could be worse . i had just lost &50 and i felt very upset. i left the money in my room, i said, and its not there now. the manager was sympathetic, but he could do nothing. everyones losing money these days, he said. he started to complain about this wicked world but what we know of prenatal development makes all this attempt made by a mother to mold the character of her unborn child by studying poetry, art, or mathematics during pregnancy seem utterly impossible. how could such extremely complex influences pass from the mother to the child? there is no connection between their nervous systems. even the blood vessels of mother and child do not join directly. an emotional shock to the mother will affect her child, because it changes the activity of her glands and so the chemistry her blood. any chemical change in the mothers blood will affect the child for better or worse. but we can not see how a looking for mathematics or poetic genius can be dissolved in blood and produce a similar liking or genius in the child. in our discussion of instincts we saw that there was reason to believe that whatever we inherit must be of some very simple sort rather than any complicated or very definite kind of behavior. it is certain that no one inherits a knowledge of mathematics. it may be, however, that children inherit more or less of a rather general ability that we may call intelligence. if very intelligent children become deeply interested in mathematics, they will probably make a success of that study. as for musical ability, it may be that what is inherited is an especially sensitive ear, a peculiar structure of the hands or the vocal organs connections between nerves and muscles that make it comparatively easy to learn the movements a musician must execute, and particularly vigorous emotions. if these factors are all organized around music, the child may become a musician. the same factors, in other circumstance might be organized about some other center of interest. the rich emotional equipment might find expression in poetry. the capable fingers might develop skill in surgery. it is not the knowledge of music that is inherited, then nor even the love of it, but a certain bodily structure that makes it comparatively easy to acquire musical knowledge and skill. whether that ability shall be directed toward music or some other undertaking may be decided entirely by forces in the environment in which a child grows up.1. which of the following statements is not true?a. some mothers try to influence their unborn children by studying art and other subjects during their pregnancy.b. it is utterly impossible for us to learn anything about prenatal development.c. the blood vessels of mother and child do not join directly.d. there are no connection between mothers nervous systems and her unborn childs.2. a mother will affect her unborn baby on the condition that _.a. she is emotionally shockedb. she has a good knowledge of inheritancec. she takes part in all kind of activitiesd. she sticks to studying3. according to the passage, a child may inherit_.a. everything from his motherb. a knowledge of mathematicsc. a rather general ability that we call intelligenced. her mothers musical ability4. if a child inherits something from his mother, such as an especially sensitive ear, a peculiar structure of the hands or of the vocal organs, he will _.a. surely become musicianb. mostly become a poetc. possibly become a teacherd. become a musician on the condition that all these factors are organized around music5. which of the following is the best title for the passage?a. role of inheritance. b. an unborn child.c. function of instincts. d. inherited talents. computers monitor everything in singapore from soil composition to location of manholes. at the airport, it took just 15 seconds for the computerized immigration system to scan and approve my passport. it takes only one minute to be checked into a public hospital. by 1998, almost every household will be wired for interactive cable tv and the internet, the global computer network. shoppers will be able to view and pay for products electronically. a 24-hour community telecomputing network will allow users to communicate with elected representatives and retrieve information about government services. it is all part of the governments plan to transform the nation into what it calls the “intelligent island”. in so many ways, singapore has elevated the concept of efficiency to a kind of national ideology. for the past ten years, singapores work force was rated the best in the world-ahead of japan and the u.s.-in terms of productivity, skill and attitude by the business environment risk intelligence service. behind the “singapore miracle” is a man richard nixon described as one of “the ablest leaders i have met,” one who, “in other times and other places, might have attained the world stature of a churchill.” lee kuan yew led singapores struggle for independence in the 1950s, serving as prime minister from 1959 until 1990. today (1995), at 71, he has nominally retired to the office of senior minister, where he continues to influence his countrys future. lee offered companies tax breaks, political stability, cheap labor and strike-free environment. nearly 90 percent of singaporean adults now own their own homes and thanks to strict adherence to the principle of merit, personal opportunities abound. “if youve got talent and work hard, you can be anything here,” says a malaysian-born woman who holds a high-level civil-service position. lee likes to boast that singapore has avoided the “moral breakdown” of western countries. he attributes his nations success to strong family ties, a reliance on education as the engine of advancement and social philosophy that he claims is superior to americas. in an interview with readers digest, he said that the united states has “lost its bearings” by emphasizing individual rights at the expense of society. “an ethical society,” he said, “is one which