质量管理_主要思想和原则培训.pdf

 质量管理_主要思想和原则培训 本讲主要内容本讲主要内容 介绍质量管介绍质量管理的主流的主流思想想、理论论 对于质量管理理论的态度对于质量管理理论的态度——权变权变 质量管理的主要理论都是来源于企业实践，都 有合理的一面。 在不同情景里，选择适用的非常重要。 例如例如，，关于质量的定义关于质量的定义 WhatWhat isis Quality?Quality? 1. “Quality is conformance to specifications.” ——British Defence Industries Quality Assurance Panel 2. Qualityy is conformance to reqquirements.“ —— Philip Crosby 3.3. QualityQuality isis fitnessfitness forfor purpose.purpose.“ —— J Juran 44. QualityQuality isis synonymoussynonymous withwith customercustomer needsneeds and expectations.“ —— RR JJ MortiboysMortiboys WhatWhat isis Quality?Quality? 5. Quality is a predictable degree of uniformity andand dependabilitydependability, atat lowlow costcost andand suitedsuited toto the market.“ ——EdwardsEdwards DemingDeming 6. Quality is meeting the (stated) requirementsrequirements ofof thethe customercustomer- nownow andand inin thethe future.“ ——MikeMike RobinsonRobinson WhatWhat isis Quality?Quality? 77. QualityQuality isis thethe totaltotal compositecomposite productproduct andand service characteristics of marketing, engineeringengineering, manufacturingmanufacturing andand maintenancemaintenance through which the product and service in use will meet the exppectations byy the customer.“—— Armand Feigenbaum 8. Totalityy of characteristics of an entityy that bear on its ability to satisfy stated and implied needs.“ ——ISO 8402 : 1994 GurusGurus （（大师大师））的路径的路径 对于管理学的学习，重走前辈的思想路径是一 个比较好的方法。 First time QC dealt with from the overall managementmanagement perspectiveperspective ————WhoWho startedstarted itit all?  July 1950, Deming 8-day seminar on statistical qualility controll  July 1954 J.M. Juran seminar on quality-control managementt. W. Edwards Deming (1900-1993)  Deming was the first American quality expert to teach i