Process Performance and Quality[工艺性能和质量](PPT-60).ppt

Process Performance and Quality How Process Performance and Quality  fits the Operations Management Philosophy Quality and Productivity Quality and Productivity The Costs of Poor Quality Prevention Costs Appraisal Costs Internal Failure Costs External Failure Costs Costs of Poor Process Performance Defects: Any instance when a process fails to satisfy its customer. Prevention costs are associated with preventing defects before they happen. Appraisal costs are incurred when the firm assesses the performance level of its processes. Internal failure costs result from defects that are discovered during production of services or products. External failure costs arise when a defect is discovered after the customer receives the service or product. Costs of quality assurancePrevention Costs QC administration and systems planning Quality training Quality planning (QC engineering work) Incoming, in-process, final inspection Special processes planning Quality data analysis Procurement planning Vendor surveys Reliability studies Quality measurement and control equipment Qualification of material Costs of quality assuranceAppraisal Costs Testing Inspection Quality audits Incoming test and inspection and laboratory acceptance Checking labor Laboratory or other measurement service Setup for test and inspection Test and inspection material Outside endorsement Maintenance and calibration Product engineering review and shipping release Field testing Costs of quality assuranceInternal Failure Costs Scrap, at full shop cost Rework, at full shop cost Scrap and rework , fault of vendor Material procurement Factory contact engineering QC investigations (of failures) Material review activity Repair and troubleshooting Costs of quality assuranceExternal Failure Costs Complaints and loss of customer goodwill Warranty costs Field maintenance and product service Returned material processing and repair Replacement inventories Strained distributor relations Percentage Cost Distr