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全球运营管理课件new gom3-quality management (update)
GOM3 Quality Management Definitions of Quality Transcendent definition: excellence Product-based definition: quantities of product attributes User-based definition: fitness for intended use Value-based definition: quality vs. price Manufacturing-based definition: conformance to specifications Costs of Quality ( 1 of 4) Prevention costs associated with design and planning of a quality control program Examples: Quality measurement and control equipment Qualification of material Quality training Quality control administration and systems planning Costs of Quality ( 2 of 4) Appraisal costs involved in the direct appraisal of quality both in the plant and in the field Examples: Testing Inspection Quality audits Checking labor Outside endorsements Field testing Costs of Quality ( 3 of 4) Internal Failure costs directly related to the occurrence of defective production within the plant Examples: Scrap and rework, fault of vendor Material review activity Repair and troubleshooting Quality control investigations ( of failures) Costs of Quality ( 4 of 4) External Failure costs associated with the failure of a product or service in the field Examples: Complaints and loss of customer good will Warranty costs Field maintenance and product service Replacement inventories Strained distributor relations Tools for Quality Improvement Example: Wellington Fiber Board Co. Tools for Quality Improvement Example: Wellington Fiber Board Co. Tools for Quality Improvement Example: Wellington Fiber Board Co. Scatter Diagram Control Charts Continuous Improvement (CI) Managements view of performance standards of the organization performance level of the firm as something to be continuously challenged and incrementally upgraded. The way management views the contribution and role of its workforce believe employee involvement and team efforts are the key to improvement Benchmarking Identify those processes needing improvement. 2. Identify a firm that is the world leader in performing the proce
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