质量管理 Quality Management——Fundamentals of Quality.ppt

Chapter 1 Fundamentals of Quality Gitlow, Oppenheim, Oppenheim and Levine Chapter 1Fundamentals of Quality Learning Objectives Understand the definition of a process Understand variation and its causes in a process Special causes of variation Common causes of variation Understand the two definitions of quality Goal post view Continuous improvement view Understand the quality environment Chapter 1Fundamentals of Quality Learning Objectives Understand the three types of quality Quality of design or redesign Quality of conformance Quality of performance Understand the relationship between Quality and Cost Features and price Uniformity and dependability Understand the relationship between Quality and Productivity Understand the benefits of improving quality Know how to apply take-away knowledge Process Basics Definition of a process A process is a collection of interacting components that transform inputs into outputs toward a common aim called a mission statement. Definition of a process It is management’s job to optimize the entire process toward its aim. This may require the sub-optimization of selected components of the process. Definition of a Process Processes exist in all facets of organizations and our understanding of them is crucial Administration Sales and service Human resources Maintenance Communication Production Relationships between people are processes All processes can be studied, documented, defined, improved, and innovated Definition of a process An organization is a multiplicity of micro sub-processes, all synergistically building to the macro process of that firm. All processes have customers and suppliers; these customers and suppliers can be internal or external to the organization. Variation in a Process The outputs from all processes and their component parts vary over time. Variation in a process Special causes of variation are due to events external to the usual functioning of a system. Examples could include (if they are not pa