Chapter 6 Quality Management

Chapter6QualityManagementLearningobjectives:1.Understandthedevelopmentofqualitymanagement.2.Explainthequalitymanagementprocess3.Describethequalitysystems4.ExplaintheimportanceofTotalQualityManagementConceptofquality-historicalbackgroundThecommonelementofthebusinessdefinitionsisthatthequalityofaproductorservicereferstotheperceptionofthedegreetowhichtheproductorservicemeetsthecustomer'sexpectations.ImportanceofqualitymanagementImprovedcustomersatisfactionandconfidenceImproveddesignofproductsandgainsthroughsimplificationIncreasedworkers’prideintheirproductsAfavorablecorporateimageforqualityPrinciplesCustomerfocusLeadershipInvolvementofpeopleProcessapproachSystemapproachtomanagementContinualimprovementFactualapproachtodecisionmakingMutuallybeneficialsupplierrelationshipsQualitycontrolprocessSettingqualitystandardsMeasuringperformanceComparingperformancewiththestandardsTakingcorrectiveaction,ifanydeviationsQualitycontrolprocessControlstandardsMeasuringperformanceComparingPerformanceAndstandardsTakingcorrectiveactionfeedbackunchangedDeviation偏差NodeviationQualityimprovement1)ISO9000—guidelinesforperformanceimprovement2)QFD3)Kaizen—改善4)ZeroDefectProgram5)SixSigmaQualityimprovementQualityimprovement7)Qualitycircle8)Taguchimethods9)TheToyotaProductionSystem10)KanseiEngineering11)TQM12)BPR13)OQMISO9000ISO:TheInternationalOrganizationforStandardizationISO9000:1987ISO9000:1994ISO9001:2000ISO9001:2008RequirementsinISO9001:2008(1)Asetofproceduresthatcoverallkeyprocessesinthebusiness;(2)Monitoringprocessestoensuretheyareeffective;(3)Keepingadequaterecords;(4)Checkingoutputfordefects,withappropriateandcorrectiveactionwherenecessary;(5)Regularlyreviewingindividualprocessesandthequalitysystemitselfforeffectiveness;(6)Facilitatingcontinualimprovement.WhyisISO9000seriesstandardeffective(1)First,toadapttothewell-organizedneeds.(2)Secondly,theethnicstandardreflectstheprevention-orientedguidingideology.(3)Third,theuseofISO9000seriesstandard,enablingthestandardization,qualityimplementationofactivitiesprogrammed.ISO9000ImplementingISOoftengivesthefollowingadvantages:Createamoreefficient,effectiveoperationIncreasecustomersatisfactionReduceauditsEnhancemarketingImproveemployeemotivation,awareness,andmoralePromoteinternationaltradeIncreasesprofitReducewasteandincreasesproductivityTotalqualityManagementFirst,theobjectiveofqualitycontrolistoachieveaconstantandcontinualimprovementinquality.Second,thefocusofqualityimprovementandqualitycontrolextendsbeyondtheactualproductorservicethatanorganizationprovides.Third,employeesbearamajorresponsibilityforqualityimprovement.TotalqualityManagementFourelementsofaqualitycontrolsystem:(1)Communicatingtheneedforquality(2)Trainingemployeesintheskillsandknowledgeofquality(3)Securingemployeeinvolvementinquality(4)Rewardingforquality.TotalqualityManagementCaseAnalysisQuestionsfordiscussion:(1)WhyNikepaysmoreattentiontoqualitymanagement?(2).TogiveyoursuggestionsforcompletingNike’squalitycontrol.