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)AirticketSpringAirlines,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)-theproductsoperatingcharacteristics；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)-thesecondarycharacteristicsthatsupplementtheproductsbasicfunctioning。7.Aesthetics（美学性）-personaljudgmentsabouthowaproductlooks,feels,sounds,tastes,orsmells.8.Perceivedquality（概念性质量）-closelyidentifiedwiththereputationoftheproducer.,Therightdimensions：,DiscussionQuestions:,Page3109.1：Taketwosimilarproducts,suchastwodifferentmakesofcarintenderforthesamecustomergrouportwowashingmachinesoranytwoproductsyoulike.1.Onthebasisofyourcomparison,recommendwhichofthetwoyouconsidergivesthebestvalueformoney.2.Whatotherfactorsapartfromtheeightstatedmightyouhavetoconsiderwhenmakingyourrecommendation?,Qualityisthereforedeterminedbybalancingtechnicalconsiderations,suchasfitnessforuse,performance,safetyandreliabilitywitheconomicfactors,includingpriceandavailability.,2.Optimumqualitynotthehighest,vs,TheaimofQualitymanagementshouldalwaysbetheminimumstatementofoptimumqualitysoasnottoincreasethecostunnecessarily,restrictprocessesofmanufacturenorlimittheuseofpossiblealternatives,2.Optimumqualitynotthehighest,TQM:Awayofmanagingaorganizationsothateveryjob,everyprocess,iscarriedoutright,firsttimeandeverytime.Thismeansthateachstageofmanufactureorserviceistotalthatis,100percentcorrectbeforeitproceeds.,3.TotalQualityManagement(TQM),1.Focusonproductimprovementfromthecustomersviewpoint.2.ARecognitionthatpersonnelatalllevelsshareresponsibilityforproductquality.3Recognitionoftheimportanceofimplementingasystemtoprovideinformationtomanagersaboutqualityprocessthatenablethemtoplan,control,andevaluateperformance.,3.1ThreeprinciplesofTQM,Juran（1904-2008）,Crosby（1926-2001）,Deming（19001993）,4.Qualitymastersandqualityawards,4.Qualitymastersandqualityawards,Crosby（1926-2001）theFatherofZeroDefect,WorldQualityProfessor,AuthorofQualityisFree.,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,Page3119.11Explainwhythecostofdetectingproblemsincreasesdramaticallywiththedistancefromthesourceoftheproblem?,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,andeducationDevelopmentcycleshorten3060%（开发周期）costlower2040%Numberofdesignchangecut4060%,5.4QualityFunctionDeployment,QFD,5.4QualityFunctionDeployment,QFD,ThekeytouseQFDisdefiningcustomersneedorrequirementandtranslatingthemintospecificplanstomeetthoseneeds.,QFDfallmodel,seriously,QFDisonlyaidea,amethodtodevelopmanagementandqualityguarantee.Thereisnofixedmodelandanalysismodelaboutallocatecustomersneedtoeverystepofproductdeveloping.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.HOQprovidesanbasicimplementfortransmittingcustom