采购与供应链管理课件04产品定位与质量管理.ppt

Chapter5SpecifyingandManagingProductQuality Definition1 ISO8402definesqualityas thetotalityoffeaturesandcharacteristicsofaproductthathastheabilitytosatisfystatedorimpliedneed 明言及暗示的需求 E g Aphone call message wifichip Airticket SpringAirlines 1 whatisquality Definition2 Crosbydefinesqualityas conformitytorequirementsnotgoodness Thedefinitionofqualitycannevermakesenseunlessitisbasedonwhatthecustomerswant TheFatherofZeroDefect WorldQualityProfessor Authorof 品质是免费的 PhilipB Crosby 1926 2001 1 whatisquality Definition3DavidGarvinhasdefinedfiveapproachestodefiningqualityandeightdimensions Therightdimensions 1 Performance 性能 theproduct soperatingcharacteristics 2 Reliability 可靠性 thepossibilityofaproductsurvivingforaspecifiedperiodoftimeunderstatedconditionofuse 1 whatisquality Therightdimensions 3 Serviceability 维修性 thespeed accessibilityandeaseofrepairingtheitemorhavingitrepaired 4 Conformance 一致性 thedegreethatthedeliveredproductmatchesthestandardofit 5 Durability 耐久性 measuretheprojecteduseavailablefromtheproductoveritsintendedoperatingcyclebeforeitdeteriorates 6 Features 特色性 thesecondarycharacteristicsthatsupplementtheproduct sbasicfunctioning 7 Aesthetics 美学性 personaljudgmentsabouthowaproductlooks feels sounds tastes orsmells 8 Perceivedquality 概念性质量 closelyidentifiedwiththereputationoftheproducer Therightdimensions DiscussionQuestions Page310 9 1 Taketwosimilarproducts suchastwodifferentmakesofcarintenderforthesamecustomergrouportwowashingmachinesoranytwoproductsyoulike 1 Onthebasisofyourcomparison recommendwhichofthetwoyouconsidergivesthebestvalueformoney 2 Whatotherfactorsapartfromtheeightstatedmightyouhavetoconsiderwhenmakingyourrecommendation Qualityisthereforedeterminedbybalancingtechnicalconsiderations suchasfitnessforuse performance safetyandreliabilitywitheconomicfactors includingpriceandavailability 2 Optimumqualitynotthehighest vs TheaimofQualitymanagementshouldalwaysbetheminimumstatementofoptimumqualitysoasnottoincreasethecostunnecessarily restrictprocessesofmanufacturenorlimittheuseofpossiblealternatives 2 Optimumqualitynotthehighest TQM Awayofmanagingaorganizationsothateveryjob everyprocess iscarriedoutright firsttimeandeverytime Thismeansthateachstageofmanufactureorserviceis total thatis 100percentcorrectbeforeitproceeds 3 TotalQualityManagement TQM 1 Focusonproductimprovementfromthecustomer sviewpoint 2 ARecognitionthatpersonnelatalllevelsshareresponsibilityforproductquality 3Recognitionoftheimportanceofimplementingasystemtoprovideinformationtomanagersaboutqualityprocessthatenablethemtoplan control andevaluateperformance 3 1ThreeprinciplesofTQM Juran 1904 2008 Crosby 1926 2001 Deming 1900 1993 4 Qualitymastersandqualityawards 4 Qualitymastersandqualityawards Crosby 1926 2001 theFatherofZeroDefect WorldQualityProfessor Authorof QualityisFree 4 Qualitymastersandqualityawards Deming 1900 1993 Demingqualityaward thehighestawardinQMinJapan PDCA Plan Do Check Action Juran 1904 2008 Costofpoorquality Jurantrilogy MalcolmBaldrigeAward Ofhis20books theQualityControlHandbookisregardedastheBibleinQMfield andareferencearoundtheworld 4 Qualitymastersandqualityawards AmericanMalcolmBaldrigeNationalQualityAward 美国马尔科姆 博德里奇国家质量奖 Qualitycontrolinclude Receivinginspection 收货检验 Classification 分类检验 Controlinspection 过程检验 Auditinspection 审计检验 Importantaspectsofinspection 1 Howmuchtoinspectandhowoften 2 Whentoinspect 5 Methodsofqualitycontrol Whenmaterialsisreceivedfromsuppliers althoughthetendencyisresponsibilityforqualitytobeplacedwiththesuppliers Beforedispatch asrepairingorreplacingproductsafterdeliveryismorecostlythanatthefactoryandthereisalsodamagetocustomersgoodwill 5 Methodsofqualitycontrol 5 1Whentoinspect test Beforeacostlyoperation Beforepartsarejoinedirreversiblytootherparts 5 Beforeacoveringprocess aspaintingorelectroplating 喷漆或电镀 canoftenmaskdefects 5 1Whentoinspect test 5 Methodsofqualitycontrol Discussion Page311 9 11Explainwhythecostofdetectingproblemsincreasesdramaticallywiththedistancefromthesourceoftheproblem Thebasisofstatisticalqualitycontrolissamplingwhichcansavetimemoneyandprovidesabasisforcontrol Theconceptofthearithmeticmeanandstandarddeviation 算术平均值和标注差 Solongastheresultsarewithintheupperandlowerlimits thereisnoneedforaction However ifavaluefallsoutsidetheselimitsmustbeinvestigatedandrectified likethefigure9 5 page288 5 2Statisticalqualitycontrol SixsigmaoriginatedatMotorolaandaimstoachievevirtuallydefect freeprocessandproducts Thestandarddeviationofnormaldistribution 1Sigma 68 2Sigma 95 3Sigma 99 6sigma 99 99966 5 3SixSigma 5 3SixSigma Sixsigmaindicateatargetof3 4defectspermillionopportunities or99 99966 accuracy 5 3SixSigma TOYOTAusedtheQFDandgotahugeprofit a thedevelopmentcostcutdown61 b thedevelopmenttimecycleshorten1 3 c thequalityalsoimproves 5 4QualityFunctionDeployment QFD Ford HPGeneralMotorsCorporationClay leco LTD克莱思勒公司 McDonnellDouglas麦道公司 xeroxcorporation施乐公司 NipponTelegraphandTelephoneCorp电报电话公司 SomecompanyusingQFD QFDhasbeenusedinthefieldofautomobiles householdappliances costumes circuits syntheticrubbers Constructionequipment costumes ships automaticpurchasesystem softwaredevelopment medicine andeducationDevelopmentcycleshorten30 60 开发周期 costlower20 40 Numberofdesignchangecut40 60 5 4QualityFunctionDeployment QFD 5 4QualityFunctionDeployment QFD ThekeytouseQFDisdefiningcustomers needorrequirementandtranslatingthemintospecificplanstomeetthoseneeds QFDfallmodel seriously QFDisonlyaidea amethodtodevelopmanagementandqualityguarantee Thereisnofixedmodelandanalysismodelaboutallocatecustomers needtoeverystepofproductdeveloping Itcanbeanalysisandallocateindifferentmodelsaccordingtodifferentaims QFDfallmodel 工艺 质量计划 工艺 质量控制参数 技术要求 零件特性 工艺步骤 用户需求 转换 QFDfallmodel 典型的QFD瀑布式分解模型示意图 关键工艺 质量控制参数 HouseofQuality HOQ iscarriedoutbyAmericanscholarsJ R HauserandDonClausingin1988 HOQprovidesanbasicimplementfortransmittingcusto