Professional Documents
Culture Documents
ΒΑΣΙΚΑ ΣΤΟΙΧΕΙΑ ΟΛΙΚΗΣ ΠΟΙΟΤΗΤΑΣ
ΒΑΣΙΚΑ ΣΤΟΙΧΕΙΑ ΟΛΙΚΗΣ ΠΟΙΟΤΗΤΑΣ
)
.
x x, .
x
.
,
x .
x
.
x x ,
x .
_______________________________________________________________
1
_
, ,
.
x .
""
""
. ( x, , ,
).
.
. ' x : ,
, ,
...
x ..
..
x
. x:
1). x .
2). , .
3). .
_______________________________________________________________
2
4). .
5). .
6). .
7). .
8). .
9). x .
x ..
x x ,
x .
x :
1)
2)
3)
x .
4)
x (
).
,
x (surveys),
_______________________________________________________________
3
x .
.. :
-
).
-
x
.
x
.. .
, x x
.
,
x .
:
1). (benchmarking)
.
2). x .
3). x . (
x , x
x
).
_______________________________________________________________
4
4). . x :
, ,
, ...
5). .
x .
,
.
..
.
.. x x,
. .. 2 (
..)
x x x ,
1 . x
x, x
.
..
:
1.
2.
(
).
3.
(.x. x
, x,
_______________________________________________________________
5
x
x, ).
4.
( x
, x x,
, , , ...).
..:
- Baldridge,
.
- Deming, .
- FQM.
- ISO
9000/(55750)/ 29000.
.
.. x ..
- , x J. Oakland.
x ..
.. , x .
x x
x . x
_______________________________________________________________
6
.. x x
:
-
x .
x .
_
.. x
.
x x
, x, .
x
x (
x x ..,
x x
). x, ,
.. x ( ).
x ..
.
x x
x .
_______________________________________________________________
7
x x
.
K. Van Haun, EFQM,
x 30%
x x .
;
..
x
. (
) x ,
.
x
. x x,
,
, x
,
..
1. .
x
, .
,
.
x .
_______________________________________________________________
8
, x ,
x . ,
x
. .
.
. Juran x
x,
.
x x
,
x
"" x
.
x
, ,
x x.
.
x ( ) 1.500 2.000 ,
x
x x.
.
x .
x ( ),
x .
_______________________________________________________________
9
"" ( )
"".
x
:
-
( ,
x ).
- ( ).
, x "" ,
x
.
2.
..
:
- (, , ).
- .
- .
- .
..
, .
(x ) ,
_______________________________________________________________
10
.
x
. , ,
,
, x,
.
x
(customer satisfaction surveys)
( x x )
x,
x .
_
, ,
.
.
x .
x (surveys)
.
x x
x .
_______________________________________________________________
11
_
(Zero Deffects)
x
, . x x
x .
x ,
, x
x
x , ,
x
.
x. x x
x, , ,
, .
x ,
x, x
.
: Vauxhall/G.M.,
Ellesmere Port Liverpool,
x. _ ,
,
, .
.
_______________________________________________________________
12
, ..
x .
x x
:
1. :
x , x,
. ,
x
x,
x. Cross Section.
, , ""
(, .x. 20 ,
2 1 ).
2. :
x N x
.
3. x x.
4. :
,
, x.
5. :
x x
.
_______________________________________________________________
13
6. , x
x
.
x _
x
,
.
x x :
1. .
- x x .
- .
- .
- .
- x .
2. x
.
_______________________________________________________________
14
x (-)
- x
. ,
, x x ,
x .
.
"" x
Deming.
Deming (x
1).
4 ,
x
x - -
4.
3.
,
x.
1.
2.
1. DEMING
x
x , ,
x x
.
Juran o Crosby
x .
_______________________________________________________________
15
Crosby , ,
14 , : "
x" x x .
Deming x
x 4 . , x
x x .
(
x x )
( standardization),
.
x
x :
- , .
- .
- x .
- x x .
- x
.
- x
.
Ishikawa. : Pareto,
-, , x, ...
_______________________________________________________________
16
- x ,
x, x.
:
1. .
2. .
3. .
x _
,
x , x .
.., x
, ,
, -.
( ) x
.
_
x x, x
.
, .
x , , x
x
.
_______________________________________________________________
17
:
- x
x.
-
.
- .
- .
, , ,
,
.
_______________________________________________________________
18