质量管理Chap03

©2004Prentice-HallChapter3GlobalQualityandInternationalQualityStandardsSlide1-2©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionChapterOverview•ManagingQualityfortheMultinationalFirm•QualityImprovement:TheAmericanWay•TheMalcolmBaldrigeNationalQualityAward•QualityImprovement:TheJapaneseWay•QualityImprovement:TheEuropeanWay•ISO9000:2000•AreQualityApproachesInfluencedbyCulture?Slide1-3©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionKeytermsAndon告警灯Baldrige-lite简易版马尔科姆质量奖程序Demingprize戴明奖Exporter出口商Full-Baldrigeapproach完整版马尔科姆质量奖程序Globalization全球化Grouptechnology成组技术Horizontaldeployment水平展开In-processinspection过程检验Just-in-time,JIT准时化Lean精益Licensing许可证Line-stopauthority停线权力Slide1-4©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionMalcolmBaldrigeNationalQualityAward,MBNQA,马尔科姆.波多里奇国家质量奖Multilevelapproach多层级法n=2technique:N=2n=2技术Partnering合伙Physicalenvironment物理环境Preventivemaintenance预防性维护QualitycirclesQC小组Socialenvironment社会环境Stretchtarget高目标Taskenvironment工作环境Verticaldeployment垂直展开Slide1-5©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionFigure3.1U.S.Trade1960-2000Slide1-6©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionManagingQualityfortheMNF•MechanismsThatFirmsUseInGlobalizing–Licensing•Bylicensing,aU.S.corporationcanallowforeignfirmstosellinrestrictedmarketswhileusingthedesignoftheoriginaldesigner.–Partnering•Firmsalsoseekinternationalmarketsthroughjointventuresorpartnering.–Globalization•Globalizationmeansthatafirmfundamentallychangesthenatureofitsbusinessbyestablishingproductionandmarketingfacilitiesinforeigncountries.•Werefertothesefirmsasmultinationalcorporations.Slide1-7©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionManagingQualityfortheMNFGlobalFactorsThatAffectQuality-RelatedDecisionsPhysicalEnvironmentSocialEnvironmentTaskEnvironmentQualityManagementFigure3.3Slide1-8©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionManagingQualityfortheMNF•Exporting–Anothermeansofenteringinternationalmarketsistonotglobalizebutbecomeanexporter.–Exportersproducetheirproductsandshiptheminternationally.–Firmsthatareentrepreneurialinnatureandplantheirexportseffectivelytendtohavehigherquality–Forexportingfirms,qualityleadstolowerpriceandgreaterexportsuccessSlide1-9©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionManagingQualityfortheMNFExportQualityModelFirmCharacteristicsProductStrategyPerformanceLowPriceHighQualityStandardizationPromotionExportSuccessEntrepreneurshipExportPlanningFigure3.4Slide1-10©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionWhataretheadvantagesanddisadvantagesofglobalization?Provideanexampleofafirmthathasengagedinglobalization.Whataresomeofthepotentialadvantagesanddisadvantagesofglobalizationforthisparticularorganization?Slide1-11©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionMalcolmBaldrigeNationalQualityAward•MalcolmBaldrigeNationalQualityAward–Theawardisopentosmall(lessthan500employees)andlargefirms(morethan500employees)inthemanufacturingandservicesectors.–Itisnotopentopublic-sectorandnot-for-profitorganizations.–Therecanbeonlytwowinnerspercategoryeachyear,whichlimitsthenumberofyearlyawardstosix.Slide1-12©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEdition•KeyCharacteristicsoftheMBNQA–Thecriteriafocusonbusinessresults.Companiesmustshowoutstandingresultsinavarietyofareastowin.–TheBaldrigecriteriaarenonprescriptiveandadaptive.AlthoughthefocusontheBaldrigeisonresults,themeansforobtainingtheseresultsarenotprescribed.–Thecriteriasupportcompany-widealignmentofgoalsandprocesses.–Thecriteriapermitgoal-baseddiagnosis.Thecriteriaandscoringguidelinesprovideassessmentdimensions.•AdditionalinformationontheBaldrigeaward–©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionMalcolmBaldrigeNationalQualityAwardBaldrigeAwardFramework4Informationandanalysis3Customerandmarketfocus6Processmanagement1Leadership7Businessresults2Strategicplanning5HRdevelop.&managementOrganizationalProfile:Environment,RelationshipsandChallengesFigure3.5Slide1-14©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionMalcolmBaldrigeNationalQualityAwardMBNQACategoriesCategory1Awardcriteriaforleadership.Theextenttowhichtopmanagementisinvolvedincreatingandreinforcinggoals,values,directions,customerinvolvementandotherissues.Category2Focusesonhowthecompanyestablishesstrategicdirectionsandhowitsetsittacticalactionsplanstoimplementthestrategicplans.Concernedwithmethods,measures,deployment,andevaluation.Slide1-15©2004Prentice-HallManagingQuality:AnIntegrativeApproach;2ndEditionMalcolmBaldrigeNationalQualityAwardMBNQACategoriesCategory3Addressesthecustomerandmarketfocus.Theprocessesforlisteningtoandlearningfromcustomersandmarketsmustbeevaluated,improved,andkeptcurrent.Category4Informationandanalysisrelatestothefirm’sselection,management,anduseofinformationtosupportcompanyprocessesandtoimprov