第六十六篇 What is Quality1.docxVIP

翻译：275641119What is Quality?~ David Straker ~质量是什么？大卫 思切克This article first appeared Quality World, the journal of the Chartered Quality Institute此篇文章首次于特许质量协会出现质量一词The domain of the quality professional has changed. From its humble beginnings in manufacturing, it is now expected, along with other infrastructure professions, such as IT, HR and finance, to contribute at the organisational level. Unlike those other professions, quality expertise can be hard to define, perhaps because there are many views of what business-level quality means. David Straker considers current definitions of ‘quality’ and offers a new one, considering its ramifications for the quality profession.质量专业领域发生了变化，从制造业的姗姗来迟开始，它现在随着IT，人力资源和财务等其他基础专业在组织层面上有所贡献而变得有所期望了。不像这些其他职业，质量技能很难去定义，也许因为有很多业务水平所谓的质量观点。大卫 思切克考虑到当前质量的定义，并就质量职业的结果性给出了一个新的定义。At its simplest level, quality answers two questions: ‘What is wanted?’ and ‘How do we do it?’ Accordingly, quality’s stomping ground has always been the area of processes. From the bread and butter of ISO 9000, to the heady heights of TQM, quality professionals specify, measure, improve and re-engineer processes to ensure that people get what they want.最初，质量回答了两个问题：“我们要什么？”和“我们怎么做？”。相应地，质量的所处之地总是过程的区域。从ISO9000到全面质量管理，质量专家们制定，测量，提升和重组过程以确保人们所需。So where are we now?所以我们现在在何地？There are as many definitions of quality as there are quality consultants, but commonly accepted variations include: 当有质量顾问时，就有很多关于质量的定义，但是通常被接受的定义包括：‘conformance to requirements’ - Crosby 符合要求- 克劳斯比‘fitness for use’ - Juran 适合使用-朱兰‘the totality of characteristics of an entity that bear on its ability to satisfy stated and implied need’ - ISO 8402:1994 满足预定和潜在的需要的特性实体- ISO 8402:1994quality models for business, including the Deming Prize, the EFQMexcellence model and the Baldrige award 商业的质量模范包括戴明奖，EFQM[注：欧洲品质管理基金会 (European Foundation for Quality Management，EFQM)]卓越奖和鲍德里奇奖[国家(美国)质量奖]。So what is wrong?到底怎么了？Philip Crosby’s definition is easily toppled: if requirements are wrong, then failure