1、15.Total Quality Control全面质量管理Part 1IntroductionIntroductionRight from the dawn of history,people in all walks of life around Right from the dawn of history,people in all walks of life around the the globeglobe have been striving to survive in a highly competitive have been striving to survive in a
2、highly competitive word.The industrial scenario is no different.Corporate word.The industrial scenario is no different.Corporate executives have been working overtime to achieve business executives have been working overtime to achieve business excellence by striving to find solutions to those probl
3、ems which excellence by striving to find solutions to those problems which have defeated their counterparts in other parts of the globe.have defeated their counterparts in other parts of the globe.The message is amply clear:the gospel of globalization has The message is amply clear:the gospel of glo
4、balization has come to occupy center stage.The focus on price,which come to occupy center stage.The focus on price,which hitherto ruled the competition,has shifted to both price and hitherto ruled the competition,has shifted to both price and quality.quality.引言有史以来，全世界所有的人就在这个高度竞争的世界中奋斗。工业界也是如此。公司的主
5、管们一直在努力寻求那些竞争对手应付不了的问题的解决办法，为了获取事业成就而加班加点。大量的信息显而易见地表露出:全球化成为了世界的主流。历来以价格作为的竞争焦点已经转变为了价格和质量。Today,customers are demanding on quality in products,Today,customers are demanding on quality in products,services and in life.They have become increasingly services and in life.They have become increasingly
6、discerning and have started looking for options more in tune discerning and have started looking for options more in tune with their basic needs,requirements and self-esteem.In with their basic needs,requirements and self-esteem.In fact,they are prepared to pay a premium for a quality fact,they are
7、prepared to pay a premium for a quality product or service.One of the approaches that seems to product or service.One of the approaches that seems to provide the solution to the aforesaid challenges is the provide the solution to the aforesaid challenges is the management philosophy of total quality
8、 managementmanagement philosophy of total quality management(TQM).(TQM).现今，顾客对产品，服务甚至生活质量的要求越来越高。他们已经越来越具有洞察力。顾客开始以他们的基本需要，要求和自尊为基准进行选择。事实上，他们乐意为有质量保障的产品或服务进行额外支出。而针对上述的挑战的解决办法之一就是全面质量管理(TQM)的管理哲学。TQM is an approach for continuously improving the quality of TQM is an approach for continuously improv
9、ing the quality of every aspect of business life,i.e.it is a ever-ending process of every aspect of business life,i.e.it is a ever-ending process of improving for individuals,groups of people and the whole improving for individuals,groups of people and the whole organization.It is an integrated appr
10、oach and set of practices that organization.It is an integrated approach and set of practices that emphasizes,inter alia,management commitment,continuous emphasizes,inter alia,management commitment,continuous improvement,customer focus,long-range thinking,increased improvement,customer focus,long-ra
11、nge thinking,increased employee involvement and teamwork,employee empowerment,employee involvement and teamwork,employee empowerment,process management,competitive benchmarking,etc.process management,competitive benchmarking,etc.TQM是一种对商业活动中所有方面的质量进行持续改进的一种方法,也就是对个体、群体和整个的组织进行改良的持续过程。它是一种综合方法和实践的运用，
12、尤其重视高层管理承诺、连续改进、以客户为中心、长远战略、员工参与和团队合作、员工授权、流程管理、竞争标杆管理等等方面。The origin of the TQM movement dates back to the early 20th The origin of the TQM movement dates back to the early 20th century when Walter Shewart,in the early 1920s,first introduced century when Walter Shewart,in the early 1920s,first intr
13、oduced the concept of statistical process control(SPC)to monitor quality the concept of statistical process control(SPC)to monitor quality in mass production manufacturing.This was followed by many in mass production manufacturing.This was followed by many quality management to TQM.Crosby(1979),the
14、four absolutes,quality management to TQM.Crosby(1979),the four absolutes,Deming(1986),fourteen points,Feigenbaum(1993),total quality Deming(1986),fourteen points,Feigenbaum(1993),total quality control,Ishikawa(1985),quality control circles,Juran et control,Ishikawa(1985),quality control circles,Jura
15、n et al.(1988),quality trilogy and Taguchi(1986),loss function,have al.(1988),quality trilogy and Taguchi(1986),loss function,have prescribed different techniques and organizational requirements prescribed different techniques and organizational requirements for effective implementation of TQM.for e
16、ffective implementation of TQM.TQM 运动的起始于20 世纪初期。20世纪20 年代早期，休瓦特首先提出了统计过程控制(SPC)的概念，它用于检测大批量生产制造的产品的质量。随后，许多质量管理方面的大师和专家提出了多种理论：Crosby(1979),四项原则；Deming(1986)，戴明管理十四条；Feigenbaum(1993)，全面质量控制，Ishikawa(1985),质量控制圈；Juran(1988),质量三部曲；Taguchi(1986)，损失功能函数。这些已经成为 TQM 有效实施的技术规定和组织要求.The evolution of the quality improvement movement is a The evolution of the quality improvement movement is a conglomeration of various Japanese and US philosophies,conglomeration of various Japanese and US philosophies,pre
