-4

ISO 9000/QS 9000

-Six sigma DMAIC (Define,
Measure, Analyze, Improve, Control)
TQM PDSA (plan do study act)

DMAIC (Define, Measure, Analyze, Improve, Control

Define

Measure

Control

Analyze

Improve

 TQM

TQM :

,
.


.

.
5

,

,
,

.
International Economic Conference Board
Report: May 1990


Xerox

Xerox

10

'Long Term Yield'

(basically the percentage
of successful outputs or
operations)
%

Defects Per Million

Opportunities
(DPMO)

'Processs Sigma'

99.99966

3.4

99.98

233

99.4

6,210

93.3

66,807

69.1

308,538

30.9

691,462

1
11

x+/-s 68 %

x+/-2s 95 %
x+/-3s

,
- .


.

(
/feed forward)
. (feedback).

13

-:

ISO 9000

-:

(- )

14

 :
Ford

Quality is job one; there's a Ford in your

future

Chrysler

"If you find a better car, buy it!"

(Lee Iacocca-
)

Serta

We make the world's best mattress

Caterpillar

Strong dealer support; 24-hour spare

parts support around the world

McDonalds

Fast service, consistent quality

. ??????
15

:
, It is the established policy and intention
of this company to provide its customers with
products which conform to customer requirements
and are delivered on time. This will be ensured
through a defined quality program as detailed in the
company quality manual.
,
our goal is to ensure customer satisfaction and
minimize rejects.

16

Goodyear: our mission is constant

improvement in products and services to
meet our customers needs. This is the
only means to business success for
Goodyear and prosperity for its investors
and employees.

17

-

,
,
, .
.
!

18

.

.

-
.

19

.

-.

20

supply chain

.

.

21

Long Term
Partnership

- "single sourcing"

; .

(win-win)

22


& TQM

TQM
HRM .

.
TQM.

23

 TQM
HR ?

TQM &
.
, :

.

.

.
.

.

24

.
, :

.



25

26

- .



.
/

27

:


.
:
,
.


.

28

29

ISO 9000

30

6-8

/




31

32

33

34