全球运营管理课件new gom3-quality management (update)

product attributes
• User-based definition: fitness for intended
use
• Value-based definition: quality vs. price • Manufacturing-based definition:
conformance to specifications
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Pareto Chart
50
100
Number of defects Cumulative percentage
40 C
80
30
60
20
40
D
10
A
B 20
0
Dhefect type
Tally
Total
A. Tears in fabric
////
4
B. Discolored fabric ///
3
C. Broken fiber board //// //// //// ////
//// //// //// /
36
D. Ragged edges
//// //
7
Total 50
h
11
GOM3
Quality Management
h
1
TQM Wheel
Customer satisfaction
h
2
Definitions of Quality
• Transcendent definition: excellence • Product-based definition: quantities of
Communication
Humidity
Machine maintenance
Schedule changes Machine speed
Other
Wrong setup
Proceshs
Broken fiber board
13
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
• Inspection
• Quality audits
• Checking labor
• Outside endorsements
• Field testing h
6
Costs of Quality ( 3 of 4)
• Internal Failure
– costs directly related to the occurrence of defective production within the plant
h
3
Deming Plan Wheel
Act
Do
Check
h
4
Costs of Quality ( 1 of 4)
• Prevention
– costs associated with design and planning of a quality control program
Examples: • Quality measurement and control equipment • Qualification of material • Quality training • Quality control administration and systems
Bar Chart 20
Number of defects
15
10
5
0
First
h
Second Shift
Third
14
Scatter Diagram
Defects
12 10
8 6 4 2 0
0
10
20
Hours of Training
Examples: • Scrap and rework, fault of vendor • Material review activity • Repair and troubleshooting • Quality control investigations ( of failures)
h
h
8
Costs of Detecting Defects
Cost of detcess
Final testing
Customer
When defehct is detected
9
Costs of Detecting Defects
Cost of detection (dollars)
0
12
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Cause-and-Effect Diagram
People
Materials
Training
Out of specification
Absenteeism
Not available
7
Costs of Quality ( 4 of 4)
• External Failure
– costs associated with the failure of a product or service in the field
Examples: • Complaints and loss of customer good will • Warranty costs • Field maintenance and product service • Replacement inventories • Strained distributor relations
planning
h
5
Costs of Quality ( 2 of 4)
• Appraisal
– costs involved in the direct appraisal of quality both in the plant and in the field
Examples:
• Testing
Process
Final testing
Customer
When defehct is detected
10
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Checklists
Headliner Defects
Defect type