c h a p t e r3. t o t a l q u a l i t y m a n a g e m e n t( lecture1)（c h p t e r3。t o t l q u l i t y m n g e m e n t(演讲1)）.docVIP

TOTAL QUALITY MANAGEMENT, STATISTICAL PROCESS CONTROL I. Introduction -- What is quality? “The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs” -- ASQC User-based: Product-based: Manufacturing-based: -- Why quality is important? Costs and market share Company’s reputation Product liability International implications -- Two parts of quality management Quality Control: Quality Assurance: -- Traditional concept of quality management: Responsibility of quality control dept. only Rely on the inspection process Sati