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1、Chapter1FundamentalsofQualityGitlow,Oppenheim,OppenheimandLevineChapter1FundamentalsofQualityLearningObjectivesUnderstandthedefinitionofaprocessUnderstandvariationanditscausesinaprocessSpecialcausesofvariationCommoncausesofvariationUnderstandthetwodefinitionsof
2、qualityGoalpostviewContinuousimprovementviewUnderstandthequalityenvironmentChapter1FundamentalsofQualityLearningObjectivesUnderstandthethreetypesofqualityQualityofdesignorredesignQualityofconformanceQualityofperformanceUnderstandtherelationshipbetweenQualityand
3、CostFeaturesandpriceUniformityanddependabilityUnderstandtherelationshipbetweenQualityandProductivityUnderstandthebenefitsofimprovingqualityKnowhowtoapplytake-awayknowledgeProcessBasicsDefinitionofaprocessAprocessisacollectionofinteractingcomponentsthattransformi
4、nputsintooutputstowardacommonaimcalledamissionstatement.ManpowerEquipmentMaterials/GoodsMethodsEnvironmentInputsTransformationofinputs,value(time,place,form)isaddedorcreatedProcessManpowerEquipmentMaterials/GoodsMethodsEnvironmentOutputsDefinitionofaprocessItism
5、anagement’sjobtooptimizetheentireprocesstowarditsaim.Thismayrequirethesub-optimizationofselectedcomponentsoftheprocess.DefinitionofaProcessProcessesexistinallfacetsoforganizationsandourunderstandingofthemiscrucialAdministrationSalesandserviceHumanresourcesMainte
6、nanceCommunicationProductionRelationshipsbetweenpeopleareprocessesAllprocessescanbestudied,documented,defined,improved,andinnovatedDefinitionofaprocessAnorganizationisamultiplicityofmicrosub-processes,allsynergisticallybuildingtothemacroprocessofthatfirm.Allproc
7、esseshavecustomersandsuppliers;thesecustomersandsupplierscanbeinternalorexternaltotheorganization.VariationinaProcessTheoutputsfromallprocessesandtheircomponentpartsvaryovertime.TimeNumberofAccidentsActualValues(Variationamongactualvalues)IdealValue=0Variationbe
8、tweenIdealandActualValuesVariationinaprocessSpecialcausesofvariationareduetoeventsexternaltotheusualfunctioningofasystem.Examplescouldinclude(iftheyarenotpartofthesys