Chapter-8-Quality-Management-工业工程专业英语-教学课件.ppt

Chapter 8 Quality Management Unit1QualityStandardsandQualityControlUnit2QualityManagementandQualityCostUnit1QualityStandardsandQualityControl o1.DefinitionsofQualityo2.QualityinManufacturingo3.QualityinServiceo4.ISO9000SeriesStandardso5.RulesofCertificationtoQMSo6.StepsofCertificationtoQMS Unit1QualityStandardsandQualityControl o7.StatisticQualityControlo8.DefinitionofSixSigmaMethodologyo9.KeyElementsofSixSigmaMethodologyo10.SixSigmainBusinesso11.SixSigmainEngineeringo12.QualityControlTools 1.DefinitionsofQuality oTheformaldefinitionofquality,standardizedbytheAmericanNationalStandardsInstitute(ANSI)andtheAmericanSocietyforQualityControl(ASQC)in1978isthetotalityoffeaturesandcharacteristicsofaproductorservicethatbearsonitsabilitytosatisfygivenneeds.oCompletequalityincludesthe2aspects:Fitnessforuseandconformancetospecifications.3.QualityinService Themostimportantdimensionsofservicequality:qTimeqTimelinesqCompletenessqCourtesyqConsistencyqAccessibilityandconvenienceqAccuracyqResponsiveness4.ISO9000SeriesStandards oTheISO9000seriesofqualitymanagementstandardswasdevelopedbytheISOtosetinternationalrequirementsforqualitymanagementsystemsin1979.oTheseriescontainsfoursystemstandardsofvaryingcomplexityandcompletenessandtheyare:ISO9001,ISO9002,ISO9003andISO9004.5.RulesofCertificationtoQMS oCertificationofaQualityManagementSystem(QMS)tothegenericISO9001:2000standardcanimprovetheabilitytomeetstrategicobjectives.Thefollowingrulesshouldbeobeyed:Makesureyoubegintheprocesswiththerightattitude.Haveacompleteunderstandingoftheconceptsetforthin the standard,and use the standard as a guidetemplatetodefineyourmanagementsystem.6.StepsofCertificationtoQMS oObtainastandard oReviewliteratureandsoftware oAssembleateamanddefineyourstrategy oDeterminetrainingneeds oReviewconsultantoptions oDevelopamanagementsystemsmanual oDevelopprocedures oImplementyourmanagementsystem oConsiderapre-assessment oSelectacertificationbody/registrar 7.StatisticQualityControl oQualitycontrolinvolvesmakingaseriesofplannedmeasurementsinordertodetermineifqualitystandardsarebeingmet.oQualitycontrolactivitymayberequiredattimesorinplaceswheresupervisionandcontrolpersonnelarenotpresent.9.KeyElementsofSixSigmaMethodology ThekeyelementsofSixSigmaare:oCustomerSatisfactionoDefiningProcessesoDefiningMetricsandMeasuresforProcessesoUsingandUnderstandingDataandSystemsoSettingGoalsforImprovementoTeamBuildingandInvolvingEmployees11.SixSigmainEngineering oASixSigmaEngineerdevelopsefficientandcosteffectiveprocessestoimprovethequalityandreducethenumberofdefectspermillionpartsinaManufacturing/Productionenvironment.oSixSigmaEngineersdetermineandfinetunemanufacturingprocess.12.QualityControlTools-ChecksheetsFigure8.1Checksheets 12.QualityControlTools-Flowchart Figure8.3PlasticTagProductionFlowchart12.QualityControlTools-C/EDiagramFigure8.4CauseandEffectDiagramforEdgeFlaws12.QualityControlTools-HistogramsFigure8.5Histograms 12.QualityControlTools-ScatterDiagramFigure8.6ScatterDiagram 12.QualityControlTools-ControlChartFigure8.7ControlChartforStatisticalProcess Unit2QualityManagementandQualityCost o6.DevelopmentofQualityCostso7.DarkSideofQualityCostAnalysiso8.QualitySystemInspectionTechniqueo9.QSITPrinciples1.DefinitionofTQM oTotalQualityManagement(TQM)isamanagementphilosophythatseekstointegrateallorganizationalfunctions(marketing,finance,design,engineering,andproduction,customerservice,etc.)tofocusonmeetingcustomerneedsandorganizationalobjectives.oTQMisamethodbywhichmanagementandemployeescanbecomeinvolvedinthecontinuousimprovementoftheproductionofgoodsandservices.2.PrinciplesofTQM ThekeyprinciplesofTQMareasfollowing:oManagementCommitmentoEmployeeEmpowermentoFactBasedDecisionMakingoContinuousImprovementoCustomerFocus4.TwoImplementationApproachesofTQM oApreliminarystepinTQMimplementationistoassesstheorganizationscurrentreality.oAnorganizationshouldbebasicallyhealthybeforebeginningTQM.TraditionalManagementApproachIntegratedManagementApproach5.DefinitionandContentsofQualityCosts oQualitycostsarethecostsassociatedwithpreventing,finding,andcorrectingdefectivework.oOneofthekeyfunctionsofaQualityEngineeristhereductionofthetotalcostofqualityassociatedwithaproduct.oQualityCostisgenerallydividedinto:CostsofControl(includingPreventioncostsandAppraisalcosts)CostsofFailureofControl(includingInternaldefectcostsandExternaldefectcosts).7.DarkSideofQualityCostAnalysisoQualityCostAnalysislooksatthecompanyscosts,notthecustomerscosts.Themanufacturerandselleraredefinitelynottheonlypeoplewhosufferquality-relatedcosts.Thecustomersuffersquality-relatedcoststoo.oTheexternalfailurecostsarebornebycustomers,ratherthanbythecompany.oTheproblemofcost-of-qualityanalysisisthatitsetsusuptounderestimateourlitigationandcustomerdissatisfactionrisks.8.QualitySystemInspectionTechniqueoTheQualitySystemInspectionTechnique(QSIT)processencompassesthreenewapproachesthataredifferentfromthetraditionalqualitysysteminspectioninrecentyears:Thefirstistheconceptofatop-downprocess.Thesecondnewapproachistheconceptofrecordsampling.Thefinalnewapproachistheconceptofpre-inspectionrecordreview.9.QSITPrinciplesoQSITisaninspectionprocessbasedonthesubsystemsofthequalitysystem.oTheQSITapproachreducedthetimerequiredforcomprehensiveinspectionsandappearedtofocustheinspectionsonthekeyareasofcompanyqualitysystems.oTwoaspectsofQSITdistinguishitasauniqueinspectionprocess:theprinciplesofmanagementresponsibilityandofCorrectiveAndPreventiveActions(CAPA).