Chapter1IntroductiontoQualityModernImportanceofQuality“Thefirstjobwehaveistoturnoutqualitymerchandisethatconsumerswillbuyandkeeponbuying.Ifweproduceitefficientlyandeconomically,wewillearnaprofit,inwhichyouwillshare.〞----WilliamCooperProcterModernImportanceofQuality“生產處消費者樂意購置并且愿意持續購置的質量過硬的商品是我們的首要工作。如果我們能夠經濟有效地制造這樣的商品，我們就將贏得利潤，你們就能夠分享這些利潤。〞----威廉·庫珀·普羅克特Nov.1887生產率、本錢、質量另一個例子：FordQualityAssurance...isanyactiondirectedtowardprovidingcustomerswithgoodsandservicesofappropriatequality.將質量融入組織的產品和效勞中，尤其是融入組織自身的根底架構中，這并非易事。質量的歷史和重要性手工藝人時代兩次“世界大戰〞前后美國的“質量革命〞早期的成功從產品質量到卓越績效當前和未來的挑戰DefinitionsofQuality?基于評判的觀點Transcendentdefinition:excellence?基于產品的觀點Product-baseddefinition:quantitiesofproductattributes?基于用戶的觀點User-baseddefinition:fitnessforintendeduse?基于價值的觀點Value-baseddefinition:qualityvs.price?基于生產的觀點Manufacturing-baseddefinition:conformancetospecificationsCustomerTranscendent&Product-baseddefinitionUser-baseddefinitionValue-baseddefinitionManufacturing-baseddefinitionMarketingDesigningProductionDistributionNeedsProducts&Service圖1-1價值鏈中的各種質量觀Customer-DrivenQuality“Meetingorexceedingcustomerexpectations〞?Customerscanbe...–Consumers–Externalcustomers–InternalcustomersTotalQuality?People-focusedmanagementsystem?Focusonincreasingcustomersatisfactionandreducingcosts?Asystemsapproachthatintegratesorganizationalfunctionsandtheentiresupplychain?Stresseslearningandadaptationtochange?BasedonthescientificmethodPrinciplesofTotalQualityCustomerandstakeholderfocusParticipationandteamworkProcessfocusandcontinuousimprovement...supportedbyanintegratedorganizationalinfrastructure,asetofmanagementpractices,andasetoftoolsandtechniquesCustomerandStakeholderFocusCustomerisprincipaljudgeofqualityOrganizationsmustfirstunderstandCustomers'needsandexpectationsinordertomeetandexceedthemOrganizationsmustbuildrelationshipswithcustomersCustomersincludeemployeesandsocietyatlargeParticipationandTeamworkEmployeesknowtheirjobsbestandtherefore,howtoimprovethemManagementmustdevelopthesystemsandproceduresthatfosterparticipationandteamworkEmpowermentbetterservescustomers,andcreatestrustandmotivationTeamworkandpartnershipsmustexistbothhorizontallyandverticallyProcessFocusandContinuous

ImprovementAprocessisasequenceofactivitiesthatisintendedtoachievesomeresultContinuousImprovementEnhancingvaluethroughnewproductsandservicesReducingerrors,defects,waste,andcostsIncreasingproductivityandeffectivenessImprovingresponsivenessandcycletimeperformanceDeming’sViewofaProductionSystemLearningThefoundationforimprovement…Understandingwhychangesaresuccessfulthroughfeedbackbetweenpracticesandresults,whichleadstonewgoalsandapproaches?Learningcycle:–Planning–Executionofplans–Assessmentofprogress–RevisionofplansbasedonassessmentfindingsInfrastructure,Practices,and

ToolsLeadership領導Data&Info.Mgt.信息和知識管理StrategicPlanning戰略方案HRM人力資源管理ProcessMgt.過程管理Performanceappraisal雇員滿意度Training培訓TrendChart趨勢圖根底架構慣行工具TQInfrastructure?Customerrelationshipmanagement?Leadershipandstrategicplanning?Humanresourcesmanagement?Processmanagement?DataandinformationmanagementCompetitiveAdvantage?Isdrivenbycustomerwantsandneeds?Makessignificantcontributiontobusinesssuccess?Matchesorganization’suniqueresourceswithopportunities?Isdurableandlasting?Providesbasisforfurtherimprovement?ProvidesdirectionandmotivationQualitysupportseachofthesecharacteristicsQualityandProfitabilityImprovedqualityofdesignHigherperceivedvalueIncreasedmarketshareHigherpricesIncreasedrevenuesImprovedqualityofconformanceLowermanufacturingandservicecostsHigherprofitabilityEvidencethatQualityImpacts

BusinessResults?GeneralAccountingOfficestudyofBaldrigeAwardapplicants?Baldrigestockstudy(see)?HendricksandSinghalstudyofqualityawardwinners?PerformanceresultsofBaldrigeAwardwinnersThreeLevelsofQualityOrganizationallevel:meetingexternalcustomerrequirementsProcesslevel:linkingexternalandinternalcustomerrequirementsPerformer/joblevel:meetinginternalcustomerrequirementsQualityandPersonalValues?Personalinitiativ