品质管理知识(英文版).pptx

;;Definitions of Quality;Importance of Quality;;Quality Principles;Quality movement;Established in 1988 by the U.S. government Designed to promote TQM practices Some criteria Senior executive leadership; strategic planning; management. of process quality Quality results; customer satisfaction Recent winners Corning Inc.; GTE; ATT; Eastman Chemical.;;A study found U.S. consumers preferred Sony TV’s made in Japan to those made in the U.S. Both factories used the same designs specifications. The difference in quality goals made the difference in consumer preferences.;Costs of Quality;Costs of Quality ;;TQM;;Deming’s Fourteen Points;Deming’s Points - continued;Concepts of TQM;Continuous Improvement;Shewhart’s PDCA Model;Employee Empowerment;Quality Circles;Benchmarking;Resolving Customer ComplaintsBest Practices;Tools for TQM;Six Sigma Quality;標準差績效層級;6 Sigma;六標準差基本原則 ;Six Sigma Quality (Continued);Six Sigma Quality (Continued);Six Sigma Quality: DMAIC Cycle;Six Sigma Quality: DMAIC Cycle (Continued) ;Example to illustrate the process…;Step 1 - Define;Define 工具;2 - Measure;2 – Measure (continued);2. Measure (continued) ;;FMEA (Failure Mode and Effects Analysis);Step 3 - Analyze - How can we improve the capability of our cereal box filling process?;Step 4 – Improve – How good is good enough?Motorola’s “Six Sigma”;Motorola’s “Six Sigma”;Step 5 – Control;;Tools;Analytical Tools for Six Sigma and Continuous Improvement: Run Chart;;;;;Too many defects;;;;Analytical Tools for Six Sigma and Continuous Improvement: Control Charts;Other Six Sigma Tools;Six Sigma Roles and Responsibilities;五標準差障礙 (Five Sigma Wall) ;DMAIC及DFSS 改善成效的比較 ;六個準差與傳統品質管理之比較;六標準差成功的關鍵因素 ;決定六標準差成功的重要條件;;;ISO 簡介;ISO 簡介;如何建立「ISO 9000」文件系統？ ;內容;工具與方法;QS 9000 ;ISO 14000 ;TL-9000品保系統驗證 ;內容;內容;現有國際標準系統;ISO9000系列標準的修訂過程;ISO 9000 新舊Family關聯;ISO9000系列標準的內容簡介 ;ISO9000系列標準的特色;ISO9000:2000強調持續改善的觀念;ISO 9001:2000內容主要改變;ISO 9001：2000 與 ISO 9001：1994之對照表;;;Service quality is more difficult to measure than for goods