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Chapter8QualityManagement,Unit1QualityStandardsandQualityControlUnit2QualityManagementandQualityCost,计划学时：4学时教学内容：4学时，精读，逐句翻译，掌握专业词汇Unit1QualityStandardsandQualityControl(2学时)Unit2QualityManagementandQualityCost(2学时),教学要求：了解质量的概念，以及全面质量管理的相关内容。本章共一次作业（作业10）,本章专业词汇,opportunity：缺陷机会transaction:业务、交易metrics：度量标准、规律instructor：讲师、教练incentive：鼓励affiliate：隶属于literacy：读写能力checksheet：检查表paretochart：排列图plot:以图的形式表示histogram：直方图dispersion：分散性scatterdiagram：散布图observevalue：观察值causeandeffectdiagram：因果图fishbonediagram：鱼骨图specs：规范、规格morale：士气、纪律,reliability:可靠性maintainability：可维护性fitnessforuse：适用性customersatisfaction：顾客满意specification：规范tolerance：容许偏差monetary：货币的、金融的qualityofdesign：设计质量qualityofconformance：符合性质量overengineer：高于工程要求的underengineer：低于工程要求的gauge：计量器technicalcommittee：技术委员会internationalaccreditationforum：国际认证论坛certification：认证registrar:注册人员audit：审计trivial：琐碎的template：模型workshop:车间、研讨会seminar:研讨班demonstrate：示范、说明preliminary：预备的、初级的reproach：责备、谴责forcible：强制的、有说服力的statistic：统计的sixsigmamethodology:6法standarddeviation：标准偏差division：部门、分配、分开,Unit1QualityStandardsandQualityControl,1.DefinitionsofQuality2.QualityinManufacturing3.QualityinService4.ISO9000SeriesStandards5.RulesofCertificationtoQMS6.StepsofCertificationtoQMS,Unit1QualityStandardsandQualityControl,7.StatisticQualityControl8.DefinitionofSixSigmaMethodology9.KeyElementsofSixSigmaMethodology10.SixSigmainBusiness11.SixSigmainEngineering12.QualityControlTools,1.DefinitionsofQuality,Theformaldefinitionofquality,standardizedbytheAmericanNationalStandardsInstitute(ANSI)andtheAmericanSocietyforQualityControl(ASQC)in1978isthetotalityoffeaturesandcharacteristicsofaproductorservicethatbearsonitsabilitytosatisfygivenneeds.Completequalityincludesthe2aspects:Fitnessforuseandconformancetospecifications.,2.QualityinManufacturing,Inmanufacturing,qualityisanimportantcomponentofallfunctions.Productdesignersmusttakecaretoneitheroverengineer(resultingininefficientuseofafirmsresources)norunderengineerproducts(resultinginpoorquality).,3.QualityinService,Themostimportantdimensionsofservicequality:TimeTimelinesCompletenessCourtesyConsistencyAccessibilityandconvenienceAccuracyResponsiveness,4.ISO9000SeriesStandards,TheISO9000seriesofqualitymanagementstandardswasdevelopedbytheISOtosetinternationalrequirementsforqualitymanagementsystemsin1979.Theseriescontainsfoursystemstandardsofvaryingcomplexityandcompletenessandtheyare:ISO9001,ISO9002,ISO9003andISO9004.,5.RulesofCertificationtoQMS,CertificationofaQualityManagementSystem(QMS)tothegenericISO9001:2000standardcanimprovetheabilitytomeetstrategicobjectives.Thefollowingrulesshouldbeobeyed:Makesureyoubegintheprocesswiththerightattitude.Haveacompleteunderstandingoftheconceptsetforthinthestandard,andusethestandardasaguidetemplatetodefineyourmanagementsystem.,5.RulesofCertificationtoQMS,Knowwhatapplicationandimplicationsofthestandardwillmeantoyourcompany.Usethestandardasatoolforimprovement.Haveanunderstandingoftherisksandprocessesthataffectyourorganizationsabilitytorealizeitsbusinessstrategy.Selectyourpartner(certificationbody/registrar)carefully.,6.StepsofCertificationtoQMS,ObtainastandardReviewliteratureandsoftwareAssembleateamanddefineyourstrategyDeterminetrainingneedsReviewconsultantoptionsDevelopamanagementsystemsmanualDevelopproceduresImplementyourmanagementsystemConsiderapre-assessmentSelectacertificationbody/registrar,7.StatisticQualityControl,Qualitycontrolinvolvesmakingaseriesofplannedmeasurementsinordertodetermineifqualitystandardsarebeingmet.Qualitycontrolactivitymayberequiredattimesorinplaceswheresupervisionandcontrolpersonnelarenotpresent.,8.DefinitionofSixSigmaMethodology,SixSigmastandsforSixStandardDeviationsfrommean.SixSigmamethodologyprovidesthetechniquesandtoolstoimprovethecapabilityandreducethedefectsinanyprocess.SixSigmausesamethodologyknownasDMAIC(Defineopportunities,Measureperformance,Analyzeopportunity,Improveperformance,Controlperformance),9.KeyElementsofSixSigmaMethodology,ThekeyelementsofSixSigmaare:CustomerSatisfactionDefiningProcessesDefiningMetricsandMeasuresforProcessesUsingandUnderstandingDataandSystemsSettingGoalsforImprovementTeamBuildingandInvolvingEmployees,10.SixSigmainBusiness,BusinessesinvariousindustrysegmentssuchasServicesindustry(Example:CallCenters,Insurance,Financial/InvestmentServices),E-commerceindustry,EducationcandefinitelyuseSixSigmaprinciplestoachievehigherquality.,11.SixSigmainEngineering,ASixSigmaEngineerdevelopsefficientandcosteffectiveprocessestoimprovethequalityandreducethenumberofdefectspermillionpartsinaManufacturing/Productionenvironment.SixSigmaEngineersdetermineandfinetunemanufacturingprocess.,12.QualityControlTools-Checksheets,Figure8.1Checksheets,12.QualityControlTools-ParetoChart,Figure8.2ParetoChart,12.QualityControlTools-Flowchart,Figure8.3PlasticTagProductionFlowchart,12.QualityControlTools-C/EDiagram,Figure8.4CauseandEffectDiagramforEdgeFlaws,12.QualityControlTools-Histograms,Figure8.5Histograms,12.QualityControlTools-ScatterDiagram,Figure8.6ScatterDiagram,12.QualityControlTools-ControlChart,Figure8.7ControlChartforStatisticalProcess,Unit2QualityManagementandQualityCost,1.DefinitionofTQM2.PrinciplesofTQM3.TheConceptofContinuousImprovementbyTQM4.TwoImplementationApproachesofTQM5.DefinitionandContentsofQualityCosts,Unit2QualityManagementandQualityCost,6.DevelopmentofQualityCosts7.DarkSideofQualityCostAnalysis8.QualitySystemInspectionTechnique9.QSITPrinciples,1.DefinitionofTQM,TotalQualityManagement(TQM)isamanagementphilosophythatseekstointegrateallorganizationalfunctions(marketing,finance,design,engineering,andproduction,customerservice,etc.)tofocusonmeetingcustomerneedsandorganizationalobjectives.TQMisamethodbywhichmanagementandemployeescanbecomeinvolvedinthecontinuousimprovementoftheproductionofgoodsandservices.,2.PrinciplesofTQM,ThekeyprinciplesofTQMareasfollowing:ManagementCommitmentEmployeeEmpowermentFactBasedDecisionMakingContinuousImprovementCustomerFocus,3.TheConceptofContinuousImprovementbyTQM,TQMismainlyconcernedwithcontinuousimprovementinallwork,fromhighlevelstrategicplanninganddecision-making,todetailedexecutionofworkelementsontheshopfloor.Continuousimprovementmustdealnotonlywithimprovingresults,butmoreimportantlywithimprovingcapabilitiestoproducebetterresultsinthefuture.,4.TwoImplementationApproachesofTQM,ApreliminarystepinTQMimplementationistoassesstheorganizationscurrentreality.AnorganizationshouldbebasicallyhealthybeforebeginningTQM.TraditionalManagementApproachIntegratedManagementApproach,5.DefinitionandContentsofQualityCosts,Qualitycostsarethecostsassociatedwithpreventing,finding,andcorrectingdefectivework.OneofthekeyfunctionsofaQualityEngineeristhereductionofthetotalcostofqualityassociatedwithaproduct.QualityCostisgenerallydividedinto:CostsofControl(includingPreventioncostsandAppraisalcosts)CostsofFailureofControl(includingInternaldefectcostsandExternaldefectcosts).,6.DevelopmentofQualityCosts,Inthe1960s,IBMexpandedtheconcepttofulfillitsownneedsandusedthenamePoor-QualityCost(PQC).Duringthe1970s,IBMsPoor-QualityCostsystemincludedDirectpoor-qualitycostandIndirectpoor-qualitycost.In1994,lost-opportunitycostwasaddedasanewelementofindirectpoor-qualitycost.,7.DarkSideofQualityCostAnalysis,QualityCostAnalysislooksatthecompanyscosts,notthecustomerscosts.Themanufacturerandselleraredefinitelynottheonlypeoplewhosufferquality-relatedcosts.Thecustomersuffersquality-relatedcoststoo.Theexternalfailurecostsarebornebycustomers,ratherthanbythecompany.Theproblemofcost-of-qualityanalysisisthatitsetsusuptounderestimateourlitigationandcustomerdissatisfactionrisks.,8.QualitySystemInspectionTechnique,TheQualitySystemInspectionTechnique(QSIT)processencompassesthreenewapproachesthataredifferentfromthetraditionalqualitysysteminspectioninrecentyears:Thefirstistheconceptofatop-downprocess.Thesecondnewapproachistheconceptofrecordsampling.Thefinalnewapproachistheconceptofpre-inspectionrecordreview.,9.QSITPrinciples,QSITisaninspectionprocessbasedonthesubsystemsofthequalitysystem.TheQSITapproachreducedthetimerequiredforcomprehensiveinspectionsandappearedtofocustheinspectionsonthekeyareasofcompanyqualitysystems.TwoaspectsofQSITdistinguishitasauniqueinspectionprocess:theprinciplesofmanagementresponsibilityandofCorrectiveAndPreventiveActions(CAPA).,作业10：,重点语句翻译（把下列语句翻译成中文,并对红色字体部分详细解释）AmericanNati