第六ManagingQuality运营管理笔记

PowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-1OperationsOperationsManagementManagementManagingQualityManagingQualityChapter6Chapter6PowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-2OutlineOutline♦GLOBALCOMPANYPROFILE:MOTOROLA♦QUALITYANDSTRATEGY♦DEFININGQUALITY♦ImplicationsofQuality♦MalcolmBaldrigeNationalQualityAward♦CostofQuality(COQ)♦INTERNATIONALQUALITYSTANDARDS♦ISO9000♦ISO14000PowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-3OutlineOutline--ContinuedContinued♦TOTALQUALITYMANAGEMENT♦ContinuousImprovement♦EmployeeEmpowerment♦Benchmarking♦Just-in-Time(JIT)♦TaguchiConcepts♦KnowledgeofTQMToolsPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-4OutlineOutline--ContinuedContinued♦TOOLSOFTQM♦Checksheets♦ScatterDiagrams♦Cause-and-EffectDiagram♦ParetoCharts♦FlowCharts♦Histograms♦StatisticalProcessControl(SPC)PowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-5OutlineOutline--ContinuedContinued♦THEROLEOFINSPECTION♦WhenandWheretoInspect♦SourceInspection♦ServiceIndustryInspection♦InspectionofAttributesvsVariables♦TQMINSERVICESPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-6LearningObjectivesLearningObjectivesWhenyoucompletethischapter,youshouldbeableto:IdentifyorDefine:♦Quality♦MalcolmBaldrigeNationalQualityAward♦ISOInternationalQualityStandards♦Demings,Juran,andCrosby♦TaguchiConceptsPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-7LearningObjectivesLearningObjectives--continuedcontinuedWhenyoucompletethischapter,youshouldbeableto:Explain:♦Whyqualityisimportant♦TotalQualityManagement(TQM)♦Paretocharts♦Processcharts♦Qualityrobustproducts♦InspectionPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-8ToMaketheQualityFocusWorkToMaketheQualityFocusWorkMotorola:♦Aggressivelybeganaworldwideeducationprogramtobesurethatemployeesunderstoodqualityandstatisticalprocesscontrol♦Establishedgoals♦EstablishedextensiveemployeeparticipationandemployeeteamsPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-9WaysinWhichQualityCanWaysinWhichQualityCanImproveProductivityImproveProductivitySalesGains♦Improvedresponse♦HigherPrices♦ImprovedreputationReducedCosts♦Increasedproductivity♦Lowerreworkandscrapcosts♦LowerwarrantycostsIncreasedProfitsImprovedQualityPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-10FlowofActivitiesNecessarytoFlowofActivitiesNecessarytoAchieveTotalQualityManagementAchieveTotalQualityManagement♦OrganizationalPractices♦QualityPrinciples♦EmployeeFulfillment♦CustomerSatisfactionPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-11OrganizationalPracticesOrganizationalPractices♦Leadership♦Missionstatement♦Effectiveoperatingprocedure♦Staffsupport♦TrainingYields:WhatisimportantandwhatistobeaccomplishedPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-12QualityPrinciplesQualityPrinciples♦Customerfocus♦Continuousimprovement♦Employeeempowerment♦Benchmarking♦Just-in-time♦ToolsofTQMYields:HowtodowhatisimportantandtobeaccomplishedPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-13EmploymentFulfillmentEmploymentFulfillment♦Empowerment♦OrganizationalcommitmentYields:Employees’attitudesthattheycanaccomplishwhatisimportantandtobeaccomplishedPowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-14CustomerSatisfactionCustomerSatisfaction♦Winningorders♦RepeatcustomersYields:AneffectiveorganizationwithacompetitiveadvantagePowerPointpresentationtoaccompanyHeizer/Render–PrinciplesofOperationsManagement,5e,andOperationsManagement,7e©2004byPrenticeHall,Inc.,UpperSaddleRiver,N.J.074586-15Definitionso