【品质管理21】.ppt

品質管理 討論議題 實驗計畫 田口品質工程 可靠度與維護度 品質機能展開 ISO品保制度與活動 標竿制度 統計製程管制 6-sigma SERVQUAL TQM/TQC DOE The Eight Dimensions of Quality Performance Reliability Durability Serviceability Aesthetics Features Perceived Quality Conformance to Standards W. Edwards Deming 3. Control的意義： （a）Plan（依循計劃）： 決定目標 決定達成目標的方法 （b）Do（執行） 教育訓練 生產作業 * * Q.C.的重要性： Quality Control 的基本概念 國際市場競爭激烈 自銷售中獲取利潤以維持企業命脈 產品品質＋工作品質＋服務品質 Quality的意義： 滿足顧客的要求或適用性（fitness of use）。 （i） Quality Design Quality：（設計品質） 設計的品質是否符合顧客的要求？ Conformance Quality： （製造品質） 生產方法是否達到規格？ Quality means Excellence or both e.g. 顧客與裁縫師 （ii）品質的特性（quality characteristic） （a）physical－硬度、長度、電感…等。 （b）sensory－味覺、美感、姿態…等。 （c）time orientation－可靠度、維護度…等。 The Transmission Example Terminology Specifications Lower specification limit Upper specification limit Target or nominal values Defective or nonconforming product Defect or nonconformity Not all products containing a defect are necessarily defective Statistical Methods Statistical process control (SPC) Control charts, plus other problem-solving tools Useful in monitoring processes, reducing variability through elimination of assignable causes On-line technique Designed experiments (DOX) Discovering the key factors that influence process performance Process optimization Off-line technique Acceptance Sampling Walter A. Shewart (1891-1967) Trained in engineering and physics Long career at Bell Labs Developed the first control chart about 1924 Taught engineering, physics in the 1920s, finished PhD in 1928 Met Walter Shewhart at Western Electric Long career in government statistics, USDA, Bureau of the Census During WWII, he worked with US defense contractors, deploying statistical methods Sent to Japan after WWII to work on the census Deming’s 14 Points 1. Create constancy of purpose toward improvement 2. Adopt a new philosophy, recognize that we are in a time of change, a new economic age 3. Cease reliance on mass inspection to improve quality 4. End the practice o