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1、全面全面质质量管理培量管理培训训英文英文第1页，共46页，编辑于2022年，星期四Principal objectives of the lectureWhat is quality?The economics of quality:What is the relationship of:What is the relationship of:Quality and CostQuality and Cost Quality and ProductivityQuality and Productivity Quality and ProfitabilityQuality and Profitab
2、ilityWhat is total quality management?第2页，共46页，编辑于2022年，星期四What is Quality?第3页，共46页，编辑于2022年，星期四Five definitions of quality-Garvin-GarvinTranscendentProduct-basedUser-basedManufacturing-basedValue-based第4页，共46页，编辑于2022年，星期四Transcendent“Quality is neither mind nor matter,but a third entity Quality is
3、 neither mind nor matter,but a third entity independent of the two Even though quality cannot be independent of the two Even though quality cannot be defined,you know what it is.”defined,you know what it is.”-Robert M.Pirsig-Robert M.Pirsig第5页，共46页，编辑于2022年，星期四Product-based“Differences in quality am
4、ount to differences in the quantity of Differences in quality amount to differences in the quantity of some desired ingredient or attribute.”some desired ingredient or attribute.”-Lawrence Abbot-Lawrence Abbot第6页，共46页，编辑于2022年，星期四User-based“Quality is fitness for use.”Quality is fitness for use.”-Jo
5、seph M.Juran-Joseph M.Juran第7页，共46页，编辑于2022年，星期四Manufacturing-based“Quality is the degree to which a specific product conforms Quality is the degree to which a specific product conforms to a design or specification.”to a design or specification.”-Harold L.Gilmore-Harold L.Gilmore“Quality is product
6、uniformity around the target.”“Quality is product uniformity around the target.”-Genichi Taguchi-Genichi Taguchi第8页，共46页，编辑于2022年，星期四Value-based“Quality is the degree of excellence at an acceptable price Quality is the degree of excellence at an acceptable price and the control of variability at an
7、acceptable cost.”and the control of variability at an acceptable cost.”-Robert A.Broh-Robert A.Broh第9页，共46页，编辑于2022年，星期四Dimensions of quality Performance(primary product characteristics)Performance(primary product characteristics)Features(“bells and whistles”)Features(“bells and whistles”)Reliabilit
8、y(frequency of field failures)Reliability(frequency of field failures)Conformance(match with specifications)Conformance(match with specifications)Durability(product life)Durability(product life)Serviceability(speed,courtesy,or competence of repair)Serviceability(speed,courtesy,or competence of repai
9、r)Aesthetics(“fits and finishes”)Aesthetics(“fits and finishes”)Perceived quality(reputation and intangibles)Perceived quality(reputation and intangibles)第10页，共46页，编辑于2022年，星期四Dimension Product Example:Service Example:Dimension Product Example:Service Example:Stereo Amplifier Checking Account at Ban
10、kStereo Amplifier Checking Account at BankPerformancePerformanceSignal-to-noise ratio,powerSignal-to-noise ratio,powerTime to process customer requestsTime to process customer requestsFeaturesFeaturesRemote controlRemote controlAutomatic bill payingAutomatic bill payingReliabilityReliabilityMean tim
11、e-to failureMean time-to failureVariability of time to process requestsVariability of time to process requestsDurabilityDurabilityUseful life(with repair)Useful life(with repair)Keeping pace with industry trendsKeeping pace with industry trendsServiceabilityServiceabilityEase of repairEase of repair
12、Resolution of errorsResolution of errorsCourtesy of dealerCourtesy of dealerCourtesy of tellerCourtesy of tellerEstheticsEstheticsOak-finished cabinetOak-finished cabinetAppearance of bank lobbyAppearance of bank lobbyReputationReputationConsumer ReportsConsumer Reports ranking rankingAdvice of frie
13、nds,years in businessAdvice of friends,years in businessSource:Modified from Paul E.Plsek,“Defining Quality at the Marketing/Development Interface.”Source:Modified from Paul E.Plsek,“Defining Quality at the Marketing/Development Interface.”Quality Quality ProgressProgress,June 1987,pp.28-36.,June 19
14、87,pp.28-36.第11页，共46页，编辑于2022年，星期四Quality SpecificationsDesign quality inherent value of the product or service in the inherent value of the product or service in the marketplacemarketplaceConformance quality degree to which the product or service design degree to which the product or service design
15、 specifications are metspecifications are metDesign QualityConformanceQualityFitness of UseFitness of useo degree to which the final product or service meets the customers objectives第12页，共46页，编辑于2022年，星期四Economics of QualityQualityQualityCostCostProductivityProductivityProfitabilityProfitability第13页
16、，共46页，编辑于2022年，星期四Traditional cost/quality tradeoffCostCostQualityQuality第14页，共46页，编辑于2022年，星期四Quality and costUnavoidable costs(Price of Conformance=POC)(Price of Conformance=POC)AppraisalAppraisal PreventionPreventionAvoidable costs(Price of Nonconformance=PONC)(Price of Nonconformance=PONC)Intern
17、al failureInternal failure External failureExternal failure第15页，共46页，编辑于2022年，星期四Appraisal costsTest and inspection materials and servicesWages of inspection personnelProduct quality auditsMaintenance of test equipmentCustomer satisfaction auditsSupplier appraisalsEmployee surveysMystery shopper pro
18、gram第16页，共46页，编辑于2022年，星期四Prevention costsQuality planningProcess controlEducation and trainingPreventive maintenanceSupplier training/certificationFailure analysisCustomer relationship managementQuality systems development第17页，共46页，编辑于2022年，星期四Internal failure costsScrapReworkDowntime/overtimeDowng
19、rading/dispositionAnalysis of scrap/reworkAccidents/injuriesEmployee turnoverLoss of moraleHandling grievances第18页，共46页，编辑于2022年，星期四External failure costsComplaints processingWarrantyProduct recallProduct liabilityField serviceRepairAdministrative costs第19页，共46页，编辑于2022年，星期四PONC estimatesCOMPANYCOMP
20、ANYYEAR PONC as percentage of salesYEAR PONC as percentage of salesIBMIBM1980198015-4015-40MotorolaMotorola198619861313HeinzHeinz19891989($350-400 Million)($350-400 Million)MotorolaMotorola198919898($800 Million)8($800 Million)第20页，共46页，编辑于2022年，星期四General electric estimatesSTAGESTAGECost per defect
21、 per productCost per defect per productSupplier inspection costSupplier inspection cost$0.003$0.003Incoming inspection costIncoming inspection cost$0.03$0.03Fabrication inspection costFabrication inspection cost$0.30$0.30Subproduct test costSubproduct test cost$3.00$3.00Final product test costFinal
22、product test cost$30.00$30.00Product service costProduct service cost$300.00$300.00第21页，共46页，编辑于2022年，星期四Traditional processesCostCostConformance QualityConformance Quality0%0%100%100%Total costTotal costPONCPONCPOCPOC第22页，共46页，编辑于2022年，星期四Emerging processesCostCostConformance QualityConformance Qua
23、lity0%0%100%100%Total costTotal costPONCPONCPOCPOC第23页，共46页，编辑于2022年，星期四Quality and productivity Productivity=Output InputCommon roots:Design for manufacturabilityDesign for manufacturabilitySimplicitySimplicityImproved equipmentImproved equipmentBetter maintenanceBetter maintenanceLess downtimeLess
24、 downtimeWorker motivationWorker motivation第24页，共46页，编辑于2022年，星期四Quality and profitabilityProfit=Revenue-Cost =(Price)(Sales)-Cost=(Price)(Sales)-Cost第25页，共46页，编辑于2022年，星期四Quality and profitability1)1)Market GainsMarket GainsHigher QualityHigher Quality-GarvinGarvinImproved ReputationImproved Reputa
25、tionHigher Market Higher Market ShareShareExperience-based Experience-based economieseconomiesHigher PricesHigher PricesHigher ProfitsHigher Profits第26页，共46页，编辑于2022年，星期四Quality and Profitability(cont.)(cont.)2)CostHigher QualityLower per unit Cost第27页，共46页，编辑于2022年，星期四What is total quality manageme
26、nt?第28页，共46页，编辑于2022年，星期四The total quality management triangleBedrockBedrockprinciplesprinciplesManagerialManagerialmethodsmethodsImprovement Improvement toolstoolsT TQ MQ M第29页，共46页，编辑于2022年，星期四Bedrock principlesCustomer focusContinuous improvementTotal employee involvement第30页，共46页，编辑于2022年，星期四Cus
27、tomer focus“A customer is the most important person even in the office A customer is the most important person even in the office in person or by mail.A customer is not an interruption of in person or by mail.A customer is not an interruption of our work he is the purpose of it.”our work he is the p
28、urpose of it.”-L.L.Bean-L.L.Bean第31页，共46页，编辑于2022年，星期四Customer focusKnow thy customers Who they areWho they are What their requirements areWhat their requirements areOnly the customer can define customer satisfaction Quality is what the customer says it is!Quality is what the customer says it is!Org
29、anizational self-assessment第32页，共46页，编辑于2022年，星期四Continuous improvementContinuous improvement of all processes-foreverContinuous improvement of all processes-foreverRESULTRESULT.ProcessProcessProcess:The way everyone thinks,behaves,and acts Process:The way everyone thinks,behaves,and acts every daye
30、very day第33页，共46页，编辑于2022年，星期四The quality incline A A(ACT)(ACT)P P(PLAN)(PLAN)C C(CHECK)(CHECK)D D(DO)(DO)QUALITYQUALITY第34页，共46页，编辑于2022年，星期四Total employee involvementInside every individual is infinite creative potentialInvolvement is getting peoples ideas,and respecting those ideasManagement has
31、to ask for ideasLet them make their workplace better for themselves第35页，共46页，编辑于2022年，星期四Total employee involvement(cont.)(cont.)In a service organization customer relations are a reflection of employee relationsQuality is a state of mindNo other resource improves with age第36页，共46页，编辑于2022年，星期四Total
32、 employee involvementTQM is not a spectator sportI hear and I forgetI hear and I forgetI see and I rememberI see and I rememberI do and I understandI do and I understand第37页，共46页，编辑于2022年，星期四Managerial methodsGovernanceOrganizationDecision making第38页，共46页，编辑于2022年，星期四Managerial methods“The people wo
33、rk The people work inin a system.The job of the manager is to work a system.The job of the manager is to work onon the system to improve it,constantly,the system to improve it,constantly,withwith their help.”their help.”-Myron Tribus-Myron Tribus Management by factManagement by fact Prevention based
34、Prevention based Process-orientedProcess-oriented第39页，共46页，编辑于2022年，星期四Managerial methodsPush Power Push Power UpUpCustomersCustomersFrontline employeesFrontline employeesSupport unitsSupport unitsManagersManagers第40页，共46页，编辑于2022年，星期四Managerial methodsMachoMachoManagerManagerBenevolentBenevolentMan
35、agerManagerParticipativeParticipativeManagerManagerTQM LeaderTQM LeaderManagerManagerDo toDo toDo forDo forDo withDo withFacilitate EnableFacilitate Enable第41页，共46页，编辑于2022年，星期四Process-oriented managementRESULTRESULT.DisciplineDisciplineTime managementTime managementPersonal developmentPersonal deve
36、lopmentParticipationParticipationMoraleMoraleCommunicationCommunicationTeamworkTeamworkPEOPLEPEOPLEPerformancePerformanceCheck with the result,Check with the result,notnot by the resultby the result第42页，共46页，编辑于2022年，星期四Relationship management“The customer usually doesnt know what hes getting The cu
37、stomer usually doesnt know what hes getting until he doesnt.”until he doesnt.”-Ted Levitt-Ted LevittSellingSellingMarketingMarketingRelationship Relationship managementmanagementProviderProviderProviderProviderCustomerCustomerCustomerCustomerProviderProviderCustomerCustomer第43页，共46页，编辑于2022年，星期四What
38、 TQM is notIt is not a programIt is not a giftIt is not delegating responsibility for quality第44页，共46页，编辑于2022年，星期四Dr.Demings visit to Ford“We wanted to talk to him about quality.He wanted to talk to us about management.We wanted to talk about quality improvement tools we could use.He wanted to talk
39、 to us about culture change.We wanted to know what programs would work.He wanted to know senior managements vision for the company.”-John A.Betti Under Secretary of Under Secretary of DefenseDefense第45页，共46页，编辑于2022年，星期四What we have learned this lecture:What is quality?The economics of quality:What is the relationship of:What is the relationship of:Quality and CostQuality and Cost Quality and ProductivityQuality and Productivity Quality and ProfitabilityQuality and ProfitabilityWhat is total quality management?Quality“experts”and the quality improvement programs.第46页，共46页，编辑于2022年，星期四