全面质量管理方法在物流企业中的与研究.doc

摘 要 Abstract Development of any enterprise must attach importance to quality ,and the quality is the key for enterprise to win in the competition. Therefore, it has become a important task for enterprise managemen to promote Total quality managemen activitily and enhance the level of quality management constantly . At fist, this thesis makes a comprehensive combing on the numerous achievements of research in the field of quality management for our country’s logistics enterprises. In connection with the problem existing in the research of quality management, this thesis, aiming at logistics enterprises and integrating the thought of Total quality management, gives a systematic elaboration about the application of main ideas and ways of modern quality management in logistics enterprises. It also established an index system for the evaluation on Total quality management. At last, some constructive opinions about how to improve the service level of logistics enterprises have been put forward so as to be able to offer reference for our country’s logistics enterprises’ carrying out the related work, to regulate its related activities and to improve its effect. Key words: Total quality management methods，Logistics quality，the level of logistics sevice，Quality management evaluation index 目 录 前 言 1 1全面质量管理的基本理论 3 1.1物流企业质量管理的理论 3 1.1.1物流质量的定义 3 1.1.2物流质量管理的定义 3 1.1.3物流企业质量管理的基本特点 3 1.1.4物流质量管理原则 4 1.1.5物流质量管理的内容 4 1.2全面质量管理理论 5 1.2.1全面质量管理的演变 5 1.2.2全面质量管理的定义 6 1.2.3全面质量管理的特点 6 1.2.4全面质量管理的要求 6 1.2.5全面质量管理的意义 7 1.2.6全面质量管理的方法 8 2物流企业质量管理现状分析 9 2.1我国物流企业质量管理现状分析 9 2.2山东省物流企业质量管理现状 10 2.3全面质量管理在物流企业实施的必要性 11 3物流企业全面质量管理方法的运用 13 3.1PDCA 13 3.1.1PDCA循环的含义 13 3.1.2PDCA的特点 13 3.1.3PDCA的四个阶段和八个步骤及应用的方法 14 3.2排列图法及其在物流企业中的应用 14 3.2.1排列图的含义 15 3.2.2排列图的步骤 15 3.2.3排列图应用案例 15 3.2.4使用排列图注意事项 17 3.3因果分析图及其在物流企业中的应用 17 3.3.2因果分析图的步骤 17 3.3.3因果分析图（鱼骨图）的绘制 18 3.3.4因果分析图注意事项 19 3.4六西格玛（6σ）管理法 19 3.4.1六西格玛（6σ）管理简介 19 3.4.2六西格玛的改进模式 20 3.5流程图 21 3.5.1流程图的定义 21 3.5.2流程图的步骤 21 3.5.3流程图案