全面质量管理教材

全面质量管理（TQM）目录第一章：品质管理概论第二章:经典的QC工具第三章：问题解决方法论前言™公司应具备品质意识、问题意识、危机意识、改善意识，寻求自身工作的改善方法，在管理上应用统计技术的方法和观念，在全员努力之下来满足顾客要求和社会要求。™当现状与标准或目标有了差距后，就产生了问题。™对于已发生的问题，寻找问题的原因和对策，常采用的是QC7工具™对于未发生的问题，激发创意和寻求解决方案，常采用新QC7工具。™监控生产过程是否稳定且处于可控状态，采用统计过程控制，即SPC。™导致过程输出绩效变化的原因我们称之为输入，在过程输入失效之前提前采取措施，应用的方法叫失败模式与影响分析，即FMEA。™解决问题的过程应采用系统化的方法以使问题得到彻底解决。23„•„41.2.3.4.5.35„187519001925195019752000••…•••…•-Whitney•-Taylor•-Ford•-Ford•Lean••••/FrederickTaylor1.6„471950196019701980„8•••„QC•••QC•QC7•QC7•QFD•QC7••••••59„TQM2050TotalQualityManagementTQM60ZeroDefectsQ.C.CycleArmandV.Feigenbaum10„QC••611„TQM••••••••••+12„TQMƒ员论层还办职员线参质进动ƒ场调产选试验设计购检验储运销装维个环节–质产质质质务质ƒ学数统计现电术术713„5M2P1J1E•(Man)•(Machine)•(Method)•(Material)•(Measurement)•(Part)•(Parameter)•(JIG)•(Environment)5M2S1R1I•(Money)•(Market)•(Management)•(Morale)•(Mind)•(Standard)•(Safety)•(Rule)•(Information)Mutualorganicaccord(PDCA)PDCASDCA(SDCA)•STANDARD•SEE14„QCQA815„“”“”TQM2.16„•-GM,FORD,-Sony,Hitachi•-GM,FORD,-Sony,Hitachi••••••Customer917„(CSM),,PlanDoCheckActionRecycle18„1019„KANO20KanoModelNoriakiKano1984KanoModel1121¾¾¾22„122324ACDP„Juran‘sQualityTrilogy3.1325DemingonQuality)-W.E.26„¾PDCA¾Standardization)SDCAPDCASDCA1427:(Plan)(1),.(2)abcdefg.PDCACycle,(Cycle)(PDCACycle)Step:PDCACYCLE28:(Do)Step(1)/(2)(3)Data:(Check),Step(1).(2).(3)1529:(Action).(1),.(2),,.(3).301234“”1631„QC-32/„1733/##„QC-34™MistakeMistakeDefectDefector„4.1835¾¾(,,)¾()¾()¾¾¾()¾()¾(,)¾(:)¾„36Op2Op1Op3Op4$1$10$100$1,000$10,000„1937ModelT6AC110V10WModelT6AC110V10W„38„2039“”“”Badge#Clock#(filledoutbyEmergencyServices)(filledoutbyemployee)1DayBadge#1EmployeeClock#„409Guidepinsorinterferencepins99Templates99Partkitsusingshadowboxing99Limitswitches99Counters99Alarms99Weightsandmeasures99Checklists99Controlcharts9„21411..2351.2371.2391.2411.2431.2451.24712LSLUSLLSLUSL„42I.II.III.„Y=F(X)22435.„•Min•Max•Range•Median•Mean•Stddeviation•Variation•Distribution44‡“”NXNii∑==µ1nXXnii∑==1x=µ=n=N=xi=i‡X(n+1)/2n(Xn/2+Xn/2+1)/2nX=„234521)(∑=µ−=σNiiNX211)(∑=−−=niinxxs‡RangeRange=Max-Min-‡„4623456/5=“”2447212)(∑=µ−=σNiiNX2121)(∑=−−=niinxxs„48™1032,33,34,34,35,37,37,39,41,44™X=36.6™™?2549¾¾¾¾///„502„2651123564-6-5-4-2-1-399.73%99.9937%99.999943%99.9999998%68.26%95.46%ƒ(x)¾¾¾99.73%30.27%3¾95.46%2¾68.26%1„52((DPMO):DPMO):000,000,1/=DPMOxDPU(DefectsPerUnit)---DPO(DefectsPerOpportunity)--DPMO(DefectsPerMillionOpportunity)---sigma000,000,1=DPU×==yOpportunitDefectsDPMOyOpportunitDefectsDPOUnitDefects„275345,000ppm51,876ppm28,650ppm95.5%Yield97%Yield94.4%YieldRTY=.955.97.94.4=87.4%RightFirstTime∏=miiFPYRTY‰FPY(FirstPassYield):,‰RTY(RolledThroughputYield):RTYFPYDPUeRTY−=12‡Cp/Cpk/Pp/Ppk54QC1.72.3.4.2855™™ƒƒƒƒƒ„01020304050601Lotn=265123456780102030401234678051Lot010203040123467805Bn=1281LotAn=1371.756„--LocationLocation--toto--LocationLocation-¾-¾-¾-¾-¾---TimeTime--toto--TimeTime-¾-¾-¾-SequentialSequential-¾-2957™™ƒƒƒƒƒ„XXXXXX224258356353332223174624025628327224524115371511651781681441079137580909482724931418272316321307047779349108196754819122000.09.1820001-6345658••••••••••••••••••••••••••••6••••••„30593234569101112131923363381012916182015116991312601AB313161••••11%25%43%19%2%„62‘’!•Graph•,,,•051015202560708090shotNoLength3263™80%20%™ƒƒƒƒ„400030002000100001009080706050403020100()(%)(%)174636.2336.23153731.8968.1291318.9587.0749310.2397.31302.7100481910064™™ƒƒƒ„3365™™ƒ30ƒƒƒ„YXYXYXYX66xy1234„1•XY•XY••=0.010.05•N(2)+(4)(1)+(3)•(1)+(3)(2)+(4)3467N0.010.05N0.010.05N0.010.05N0.010.05800317954171977262990132895517197827291001338105617217927301101349105718208028301211359115818218128311312369115919218228311412371012601921832932152338101261202284293216233911126220228530321724401113632023863033183441111364212387313319344212146521248831342035431214662224893134214544131567222590323522454513156822252346461315692325245647141670232625574814167124262667491517722427276750151773252728685115187425282978521618752528307953161876262868•,nR.•R:•R:[-1,1]–1=“”–0=–-1=“”()()()()22YYXXYYXXRiiii−Σ−Σ−−Σ=23569aXY,bX,Y.XYcXY,.dXY,,X...XYXYeXY,.XabXYXYcdY.....................................................R=0.8R=0.7-0.8R=0-0.7„70™™ƒƒƒ50-100ƒƒ„36712015105SL=130S=160120.5124.5128.5132.5136.5140.5144.5148.572DCBKCheckA3773G222FCheckE74™™()()(CL)(UCL)(LCL)()„UCL=LCL=252015105080706050SampleNumberSampleMeanX-BarChartforProcessBX=70.98UCL=77.27LCL=64.703875„QC776™1972JUSE™1977™1978“”™1979————————PDPC—————„773977™™™™™„78„4079„7PDPC样该办?头图时间顺?阵图/阵数对应关为?统图为这样?关连图为会?KJ问题?问题态80CDPA创,()彻贯彻实践决,()应对发„PDCA4181S(Statistical)=C(Control)=P(Process)=SPC=StatisticalProcessControl••••••SampleDataProcessProcessOutput2.82-×2020-WesternElectricWalterShewhart×Ô:Ô:××4283“”1()222/18412222/1“”4385‰¾Deming–85%90%–5%15%¾¾86‰™ƒ••••/ƒ•252015105080706050SampleNumberSampleMeanX-BarChartforProcessBX=70.98UCL=77.27LCL=64.704487‰™ƒ•••ƒ•••2520151050757065SampleNumberSampleMeanX-BarChartforProcessAX=70.91UCL=77.20LCL=64.6288UCL=LCL=™™+/-3s(99.73%)™4589—X—RX—R~X—RM———X—S=RXX~RXRMXSD4RX~X+2.659RM=X+A2RD3RUCL==X-A2RLCL=UCL=LCL=UCL=LCL=UCL=LCL=UCL=LCL=UCL=3.267LCLUCL=LCL=UCL=LCL=X~+M3A2R-M3A2RD4RD3RRMX+2.6