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1、Manufacturing Quality Management生產品質管理1OutlineQuality DefinitionHouse of Quality (HOQ) ApplicationStatistical Process Control (SPC)統計流程控制The Cost of Quality品質成本Quality Experts and Key ConceptsTQMQuality circleSix SigmaISO 9000吳明泉博士 20072IT/S in Manufacturing Definition of QualityConformance to requi
2、rements與需求相符: meeting written specifications吳明泉博士 20073IT/S in Manufacturing A Simple HOQ（House of Quality) Matrix A matrix defines the relationship between the requirements of customer and product characteristic吳明泉博士 20074IT/S in Manufacturing An example of HOQ MatrixCustomers requirementsproduct c
3、haracteristic吳明泉博士 20075IT/S in Manufacturing A Detailed HOQ客戶對商品之認知及比較產品特性相互關係重要性技術評估及目標值吳明泉博士 20076IT/S in Manufacturing An example of Detailed HOQ Matrix吳明泉博士 20077IT/S in Manufacturing Linked Quality Function Deployment (QFD)品質功能部署 Matrices品質屋組件選用流程規畫生產需求吳明泉博士 20078IT/S in Manufacturing Quality
4、Function Deployment (QFD)品質功能部署之優點常用之工具，製造及服務業皆然有系統的暸解客戶需求，並轉換成技術需求。便於提早確定產品特性，降低修改設計的風險，減少產品之前置時間。利於單位間之協調與合作可借以開發出新產品 吳明泉博士 20079IT/S in Manufacturing 統計流程控制Statistical Process Control (SPC)-Out of Control吳明泉博士 200710IT/S in Manufacturing 都在區間內，且接近平均值上下比例大至相同無不常之型態統計流程控制Statistical Process Control
5、 (SPC)-in Control吳明泉博士 200711IT/S in Manufacturing The Cost of Quality品質成本Cost of conformance (COC): delivering products that meet requirements and fitness for use達到完成品符合需求，並適合使用所耗費的成本 Cost of nonconformance (CONC): taking responsibility for failures or not meeting quality expectations負擔失敗或未能與品質期望相符
6、責任的成本吳明泉博士 200712IT/S in Manufacturing Cost of Quality吳明泉博士 200713IT/S in Manufacturing Five Cost Categories Related to QualityPrevention cost: the cost of planning and executing a project so it is error-free or within an acceptable error range 預防成本Appraisal cost: the cost of evaluating processes an
7、d their outputs to ensure quality 鑑定成本Internal failure cost: cost incurred to correct an identified defect before the customer receives the product 內部錯誤成本External failure cost: cost that relates to all errors not detected and corrected before delivery to the customer 外部錯誤成本Measurement and test equip
8、ment costs: capital cost of equipment used to perform prevention and appraisal activities 衡量與測試設備成本吳明泉博士 200714IT/S in Manufacturing 品質成本（傳統vs.現在觀點比較）吳明泉博士 200715IT/S in Manufacturing Modern Quality Managementrequires customer satisfaction客戶滿意prefers prevention to inspection預防勝於檢驗recognizes manageme
9、nt responsibility for quality確認品質管理的責任吳明泉博士 200716IT/S in Manufacturing Quality ExpertsDeming was famous for his work in rebuilding Japan and his 14 points戴明十四點管理原則Juran wrote the Quality Control Handbook and 10 steps to quality improvement裘蘭品質改善Crosby wrote Quality is Free and suggested that organi
10、zations strive for zero defectsIshikawa developed the concept of quality circles and pioneered the use of Fishbone diagrams石川馨品管圈及魚骨圖Taguchi developed methods for optimizing the process of engineering experimentation田口玄一品質工程Feigenbaum developed the concept of total quality control魏根堡全面品質控制吳明泉博士 2007
11、17IT/S in Manufacturing Fishbone or Ishikawa Diagram吳明泉博士 200718IT/S in Manufacturing Quality Circle品管圈組織訓練問題辨認問題分析解決報告吳明泉博士 200719IT/S in Manufacturing Normal Distribution and Standard Deviation常態分配與標準差吳明泉博士 200720IT/S in Manufacturing Six Sigma and Defective Units吳明泉博士 200721IT/S in Manufacturing
12、DMAICDefine: Define the problem/opportunity, process, and customer requirementsMeasure: Define measures, collect, compile, and display dataAnalyze: Scrutinize process details to find improvement opportunitiesImprove: Generate solutions and ideas for improving the problemControl: Track and verify the
13、 stability of the improvements and the predictability of the solution吳明泉博士 200722IT/S in Manufacturing Total Quality Management (TQM)Customers Define QualityQuality Leadership and ResponsibilityStrategic planningContinuous ImprovementCooperationStatistical methodsEducation吳明泉博士 200723IT/S in Manufacturing Quality Certification (品管認証）ISO9000吳明泉博士 200724IT/S in Manufacturing 隨堂作業請以組為單位，選擇一開發生產之商品（可以和作業一之產品相同），依課堂所授之 HOQ（House of Quality) Matrix（P4,5），繪製成表 :定義客戶對此商品之需求再依此需求決定產品之特性最後衡量各需求與各特性之關係，並統計各產品特性之重要性。吳明泉博士 200725IT/S in Manufacturing
