品质意识汇编.pdfVIP

品質與品質意識 何謂品質? 傳統定義 現代化定義 Juran: 品質是適用( “fitness 品質與變異性(variability)成反比 for use”) Crosby: 品質是符合要求 1. 若變異性降低，品質則提 (“conformance to 升。 requirements” ) 品質是產品可以提供規格約 2. 品質改善是指降低產品或 定之項目。 服務之變異性。 On-Target LSL USL CSC TQM-2 何謂品質? “the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs” (American National Standards Institute (ANSI) and American Society for Quality Control (ASQC)) “The degree of excellence of a thing” (Webster’s Dictionary) 一個事物卓越之程度 Quality - consumers’ perspective The consumer is the most important part of the production line. Quality should be aimed at the needs of the consumer, present and future. W. Edwards Deming CSC TQM-3 日本人對於品質的看法 The Japanese are headed for world quality leadership and will attain it in the next two decades because no one else is moving there at the same pace. J.M Juran, 1967 IBM decided to have some parts manufactured in Japan as a trial project. In the specifications, they set the limit of defective parts at three units per 10,000. When the shipment arrived from Japan, it included this letter: “We Japanese have hard time understanding North American business