1 品质系统.ppt

全面品質管理 品質系統與品質管理哲學 品質發展歷程 Skilled craftsmanship during Middle Ages Industrial Revolution: rise of inspection and separate quality departments Statistical methods at Bell System Quality control during World War II Quality management in Japan 品質發展歷程 Quality awareness in U.S. manufacturing industry during 1980s: “Total Quality Management” Malcolm Baldrige National Quality Award (1987) Quality in service industries, government, health care, and education Current and future challenge: keep progress in quality management alive Definitions of Quality 品質是產品或服務適合顧客使用﹝Juran 1974﹞ 品質是產品或服務符合要求或規格﹝Crosby 1979﹞ 品質是指產品或服務之整體性特徵或特性，具有滿足其所規定或隱含需求之能力﹝ISO 9000﹞ 品質是產品出廠後，對社會所造成之損失﹝Taguchi 1986﹞ 品質觀點 產品品質維度 Garvin發展出八品質維度 績效、特質、可靠度、符合性 耐久性、可服務性、美感性、認知品質 服務品質維度 Parasuraman, Zeithamel, Berry(PZB)維度 實體性、服務可靠度、回應度、信任、 同理心、可用性、專業性、適時性、完整性 愉悅性 Principles of Total Quality Customer and stakeholder focus Participation and teamwork Process focus and continuous improvement TQ Infrastructure(基礎架構) Customer relationship management Leadership and strategic planning Human resources management Process management Data and information management Systems Thinking A system is the functions or activities within an organization that work together for the aim of the organization. Subsystems of an organization are linked together as internal customers and suppliers. A systems perspective acknowledges the importance of the interactions of subsystems, not the actions of them individually. Critical Differences between Service and Manufacturing (1 of 2) Customer needs and performance standards are more difficult to identify and measure Services requires a higher degree of customization Output is intangible Critical Differences between Service and Manufacturing (2 of 2) Services are produced and consumed simultaneously Customers are often involved in actual process Services are more labor-intensive than manufacturing Services handle large numbers of transactions Who’s Who? 大師的品質理念 休哈特博士：統計品質管制。 戴明博士