可靠性技术交流与探讨大稳.pptxVIP

1 可靠性技术交流与探讨大稳 可靠性的 重 要 性 据：Technical Research Programs, Washington, DC统计的结果可以说明： Ø     In the average business, for every customer who bothers to complain, there are 26 others who remain silent. Ø     The average “wronged” customer will tell 8 to 16 people. Ø     91% of unhappy customers will never purchase again from the offending company. Ø     If a effort is made to remedy the customer’s complaints, then about 90% will stay with the company. Ø   It costs 5 times as much to attract a new customer as it costs to keep an old one. 第1页/共23页 “挑战者”升空瞬间爆炸 １９８６年１月２８日上午，美国航天飞机“挑战者”号 (Challenge