质量管理第3讲 主要思想和原则.ppt

质量管理第二章质量管理的基本理论第一节质量管理思想和基本原理 南京工程学院经济管理学院 高 峰 本讲主要内容 介绍质量管理的主流思想、理论 对于质量管理理论的态度——权变 质量管理的主要理论都是来源于企业实践，都有合理的一面。 在不同情景里，选择适用的非常重要。 例如，关于质量的定义 What is Quality? 1. “Quality is conformance to specifications.”——British Defence Industries Quality Assurance Panel 2. Quality is conformance to requirements.“—— Philip Crosby 3. Quality is fitness for purpose.“—— J? Juran 4. Quality is synonymous with customer needs and expectations.“ —— R J Mortiboys What is Quality? 5. Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market.“——Edwards Deming ?6. Quality is meeting the (stated) requirements of the customer- now and in the future.“——Mike Robinson What is Quality? 7. Quality is the total composite product and service characteristics of marketing, engineering, manufacturing and maintenance through which the product and service in use will meet the expectations by the customer.“—— Armand Feigenbaum 8. Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs.“ ——ISO 8402 : 1994 Gurus（大师）的路径 First time QC dealt with from the overall management perspective ——Who started it all? July 1950, Deming 8-day seminar on statistical quality control July 1954 J.M. Juran seminar on quality-control management. W. Edwards Deming (1900-1993) Deming was the first American quality expert to teach in Japan he first arrived in 1947 to assist General MacArthur’s government of occupation prepare for a census at that time he was employed as head mathematician and advisor in sampling at the US Bureau of Census W. Edwards Deming (1900-1993) his academic credentials included a masters degree from the University of Colorado and a PhD in Mathematical Physics (1928) from Yale University he produced approximately 200 publications he retired from his position at New York University in 1975 to become Emeritus Professor at 91 he was still writing and publishing articles and books, holdi