怎样经营企业的品质.ppt

* * * * For the process to be successful, we need to define the present and future customer base. Let students discuss their customers back at the job. Who are your customers? Usually they are the next user of your output. * * Go over the Kano model and point out the basic needs and the spoken needs of the customer. The excitement category is what we are trying to achieve. Customers will  have obtained things that they did not expect and uses that were not  considered in the process. Now is the time to ask the students to share any experiences that they may  have in this area: product or services where they might have been excited.  Share any of your experiences, too. Usually the excitement things are  the expectations. It is important to understand the quality dimensions so that you will know how customers define the quality of your service or product. Only by understanding the quality dimensions will you be able to develop measures to assess these quality dimensions. It is important that each company identify all quality dimensions to ensure understanding of the definition of quality for its products or services. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * This applies only to routine inspection and test, not that which is done extra because a failure or defect was found. * * Typically, companies spend little in this area and a great deal in the other three! * * Typically, companies spend little in this area and a great deal in the other three! * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * 6.〝持續改善〞是提高品質管理系統有效性和效率的重要手段。 7.減少了對程序文件化程度的要求，ISO/ 9001標準僅要求六項書面程序： 7.1品質手冊 7.2文件管制 7.3記錄管制 7.4 內部稽核 7.5 不合格品管制 7.6矯正及預防措施 擴大了組織自行決定文件化程度的自由度。 8.概念明確，語言通俗，易於理解、翻譯和使用，術語用概念圖形式表達術語間的邏輯關系。 9.品質管理八項原則在標準中得到充分的體現。 10.標準明確要求品質量管理系統要以顧客為中心，並考慮了所有相關方的利益和需求。 11.強調了ISO 9001作為要求的標準和ISO 9004作為指導綱要的標準的協調一致性，有利於組織的績效的持續改善。 12.提高了與環境管理系統的相容性。  * * * ISO 9000:2000 * ISO 9000:2000 壹、修訂標準的背景及過程 貳、標準修訂的整體思維 參、標準修訂的預期目標 肆、ISO 9000:2000系列標準主要特點