Chapter 8 Quality Management,Unit 1 Quality Standards and Quality Control Unit 2 Quality Management and Quality Cost,计划学时：4学时 教学内容： 4学时，精读，逐句翻译，掌握专业词汇 Unit 1 Quality Standards and Quality Control (2学时) Unit 2 Quality Management and Quality Cost (2学时),教学要求： 了解质量的概念，以及全面质量管理的相关内容。 本章共一次作业（作业10）,本章专业词汇,opportunity：缺陷机会 transaction:业务、交易 metrics：度量标准、规律 instructor：讲师、教练 incentive：鼓励 affiliate：隶属于 literacy：读写能力 checksheet：检查表 pareto chart：排列图 plot:以图的形式表示 histogram：直方图 dispersion：分散性 scatter diagram：散布图 observe value：观察值 cause and effect diagram：因果图 fish bone diagram：鱼骨图 specs：规范、规格 morale：士气、纪律,reliability:可靠性 maintainability：可维护性 fitness for use：适用性 customer satisfaction：顾客满意 specification：规范 tolerance：容许偏差 monetary：货币的、金融的 quality of design：设计质量 quality of conformance：符合性质量 overengineer：高于工程要求的 underengineer：低于工程要求的 gauge：计量器 technical committee：技术委员会 international accreditation forum：国际认证论坛 certification：认证 registrar:注册人员 audit：审计 trivial：琐碎的 template：模型 workshop:车间、研讨会 seminar:研讨班 demonstrate：示范、说明 preliminary：预备的、初级的 reproach：责备、谴责 forcible：强制的、有说服力的 statistic：统计的 six sigma methodology: 6法 standard deviation：标准偏差 division：部门、分配、分开,Unit 1 Quality Standards and Quality Control,1. Definitions of Quality 2. Quality in Manufacturing 3. Quality in Service 4. ISO 9000 Series Standards 5. Rules of Certification to QMS 6. Steps of Certification to QMS,Unit 1 Quality Standards and Quality Control,7. Statistic Quality Control 8. Definition of Six Sigma Methodology 9. Key Elements of Six Sigma Methodology 10. Six Sigma in Business 11. Six Sigma in Engineering 12. Quality Control Tools,1. Definitions of Quality,The formal definition of quality, standardized by the American National Standards Institute (ANSI) and the American Society for Quality Control (ASQC) in 1978 is “the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.“ Complete quality includes the 2 aspects: Fitness for use and conformance to specifications.,2. Quality in Manufacturing,In manufacturing, quality is an important component of all functions. Product designers must take care to neither overengineer (resulting in inefficient use of a firms resources) nor underengineer products (resulting in poor quality).,3. Quality in Service,The most important dimensions of service quality: Time Timelines Completeness Courtesy Consistency Accessibility and convenience Accuracy Responsiveness,4. ISO 9000 Series Standards,The ISO 9000 series of quality management standards was developed by the ISO to set international requirements for quality management systems in 1979. The series contains four system standards of varying complexity and completeness and they are: ISO 9001, ISO 9002, ISO 9003 and ISO 9004.,5. Rules of Certification to QMS,Certification of a Quality Management System (QMS) to the generic ISO 9001:2000 standard can improve the ability to meet strategic objectives. The following rules should be obeyed: Make sure you begin the process with the right attitude. Have a complete understanding of the concept set forth in the standard, and use the standard as a guide template to define your management system.,5. Rules of Certification to QMS,Know what application and implications of the standard will mean to your company. Use the standard as a tool for improvement. Have an understanding of the risks and processes that affect your organizations ability to realize its business strategy. Select your partner (certification body/ registrar) carefully.,6. Steps of Certification to QMS,Obtain a standard Review literature and software Assemble a team and define your strategy Determine training needs Review consultant options Develop a management systems manual Develop procedures Implement your management system Consider a pre-assessment Select a certification body/registrar,7. Statistic Quality Control,Quality control involves making a series of planned measurements in order to determine if quality standards are being met. Quality control activity may be required at times or in places where supervision and control personnel are not present.,8. Definition of Six Sigma Methodology,Six Sigma stands for Six Standard Deviations from mean. Six Sigma methodology provides the techniques and tools to improve the capability and reduce the defects in any process. Six Sigma uses a methodology known as DMAIC (Define opportunities, Measure performance, Analyze opportunity, Improve performance, Control performance),9. Key Elements of Six Sigma Methodology,The key elements of Six Sigma are: Customer Satisfaction Defining Processes Defining Metrics and Measures for Processes Using and Understanding Data and Systems Setting Goals for Improvement Team Building and Involving Employees,10. Six Sigma in Business,Businesses in various industry segments such as Services industry (Example: Call Centers, Insurance, Financial/ Investment Services), E-commerce industry, Education can definitely use Six Sigma principles to