1,Manufacturing Quality Management,生產品質管理,吳明泉博士 2007,Quality 2,Outline,Quality Definition House of Quality (HOQ) Application Statistical Process Control (SPC)統計流程控制 The Cost of Quality品質成本 Quality Experts and Key Concepts TQM Quality circle Six Sigma ISO 9000,吳明泉博士 2007,Quality 3,Definition of Quality,Conformance to requirements與需求相符: meeting written specifications,吳明泉博士 2007,Quality 4,A Simple HOQ（House of Quality) Matrix,A matrix defines the relationship between the requirements of customer and product characteristic,吳明泉博士 2007,Quality 5,An example of HOQ Matrix,Customers requirements,product characteristic,吳明泉博士 2007,Quality 6,A Detailed HOQ,客戶對商品之認知及比較,產品特性相互關係,重要性,技術評估及目標值,吳明泉博士 2007,Quality 7,An example of Detailed HOQ Matrix,吳明泉博士 2007,Quality 8,Linked Quality Function Deployment (QFD)品質功能部署 Matrices,品質屋 組件選用 流程規畫 生產需求,吳明泉博士 2007,Quality 9,Quality Function Deployment (QFD)品質功能部署之優點,常用之工具，製造及服務業皆然 有系統的暸解客戶需求，並轉換成技術需求。 便於提早確定產品特性，降低修改設計的風險，減少產品之前置時間。 利於單位間之協調與合作 可借以開發出新產品,吳明泉博士 2007,Quality 10,統計流程控制Statistical Process Control (SPC)-Out of Control,吳明泉博士 2007,Quality 11,都在區間內，且接近平均值 上下比例大至相同 無不常之型態,統計流程控制Statistical Process Control (SPC)-in Control,吳明泉博士 2007,Quality 12,The Cost of Quality品質成本,Cost of conformance (COC): delivering products that meet requirements and fitness for use達到完成品符合需求，並適合使用所耗費的成本 Cost of nonconformance (CONC): taking responsibility for failures or not meeting quality expectations負擔失敗或未能與品質期望相符責任的成本,吳明泉博士 2007,Quality 13,Cost of Quality,吳明泉博士 2007,Quality 14,Five Cost Categories Related to Quality,Prevention cost: the cost of planning and executing a project so it is error-free or within an acceptable error range 預防成本 Appraisal cost: the cost of evaluating processes and their outputs to ensure quality 鑑定成本 Internal failure cost: cost incurred to correct an identified defect before the customer receives the product 內部錯誤成本 External failure cost: cost that relates to all errors not detected and corrected before delivery to the customer 外部錯誤成本 Measurement and test equipment costs: capital cost of equipment used to perform prevention and appraisal activities 衡量與測試設備成本,吳明泉博士 2007,Quality 15,品質成本（傳統vs.現在觀點比較）,吳明泉博士 2007,Quality 16,Modern Quality Management,requires customer satisfaction客戶滿意 prefers prevention to inspection預防勝於檢驗 recognizes management responsibility for quality確認品質管理的責任,吳明泉博士 2007,Quality 17,Quality Experts,Deming was famous for his work in rebuilding Japan and his 14 points戴明十四點管理原則 Juran wrote the Quality Control Handbook and 10 steps to quality improvement裘蘭品質改善 Crosby wrote Quality is Free and suggested that organizations strive for zero defects Ishikawa developed the concept of quality circles and pioneered the use of Fishbone diagrams石川馨品管圈及魚骨圖 Taguchi developed methods for optimizing the process of engineering experimentation田口玄一品質工程 Feigenbaum developed the concept of total quality control魏根堡全面品質控制,吳明泉博士 2007,Quality 18,Fishbone or Ishikawa Diagram,吳明泉博士 2007,Quality 19,Quality Circle品管圈,組織 訓練 問題辨認 問題分析 解決 報告,吳明泉博士 2007,Quality 20,Normal Distribution and Standard Deviation常態分配與標準差,吳明泉博士 2007,Quality 21,Six Sigma and Defective Units,吳明泉博士 2007,Quality 22,DMAIC,Define: Define the problem/opportunity, process, and customer requirements Measure: Define measures, collect, compile, and display data Analyze: Scrutinize process details to find improvement opportunities Improve: Generate solutions and ideas for improving the problem Control: Track and verify the stability of the improvements and the predictability of the solution,吳明泉博士 2007,Quality 23,Total Quality Management (TQM),Customers Define Quality Quality Leadership and Responsibility Strategic planning Continuous Improvement Cooperation Statistical methods Education,吳明泉博士 2007,Quality 24,Quality Certification (品管認証）ISO9000,吳明泉博士 2007,Quality 25,隨堂作業,請以組為單位，選擇一開發生產之商品（可以和作業一之產品相同），依課堂所授之 HOQ（House of Quality) Matrix（P4,5），繪製成表 : 定義客戶對此商品之需求 再依此需求決定產品之特性 最後衡量各需求與各特性之關係，並統計各產品特性之重要性。,