(1) quality and quality management
Quality is the sum of the characteristics that represent the ability of things to meet specific needs.
Quality management: guiding and controlling quality-related coordination activities. Including: the establishment of quality policy and quality objectives, quality planning, quality control, quality improvement and quality assurance.
Quality policy: the overall intention and direction of the organization related to quality management officially released by the top management.
Quality objective: the expected result to be achieved.
Quality planning, quality control and quality improvement-trilogy of quality management.
(2) Total Quality Management
1, Total Quality Management: a total management mode or concept with quality as the center and full participation.
2, total quality management requirements: ① the whole process of quality management (control all the links and factors that affect quality) ② total quality management (strengthen education, strengthen awareness, everyone cares about quality) ③ quality management of the whole enterprise (vertically from top to bottom, horizontally make all the activities of developing, maintaining and improving quality form a whole) ④ multi-method quality management (widely and flexibly use modern management science).
(3) Quality management system
Composition: ① Process? 2 organizational structure? ③ Resources ④ Procedures
Second, the role of quality management consulting: 1, to promote the deepening and development of total quality management in enterprises; second, to drive and promote the improvement of other aspects of enterprise management.
Third, the characteristics of quality management consulting: 1, quality management consulting with customer satisfaction as the basic principle and guiding ideology. 2. Conduct quality management consultation from the perspective of prevention. 3. Carry out quality management consulting with the establishment of a quality management system suitable for the specific situation of enterprises and efficient operation as the core.
The principles that should be paid attention to when establishing an appropriate quality management system are as follows: ① Conforming to the quality ring of the products of this enterprise. Quality cycle refers to the whole process from the initial analysis and determination of product quality to the best satisfaction of customer expectations. ② Establish a perfect and applicable framework. ③ The quality management system must be documented. (4) The quality system must be audited, reviewed and evaluated.
Four, the content of quality management consulting
(A) product quality consulting
Product quality: it is the sum of characteristics that reflect the ability of products to meet explicit or implicit needs.
Product quality characteristics include: performance, life, reliability, safety and economy.
True quality characteristics: directly reflect customers' expectations and requirements. For example, the life of tires.
Standby quality characteristics: regulations (standards, parameters) formulated to realize real quality characteristics. Such as abrasion resistance, compressive strength and tensile strength of tire.
Intrinsic quality characteristics: size, structure, weight, accuracy, power, strength, material, performance, mechanical, physical and chemical composition, etc.
External quality characteristics: appearance, guilt, shape, color, etc.
(2) Quality management consulting
I. Strategic consultation on product quality
(1) Definition: Product quality strategy is a long-term plan and strategy made by enterprises in order to design and produce the quality characteristics required by customers, reach the quality level required by customers and meet customers' needs.
(2) Type: 1, quality strategy based on internal and external quality characteristics of products: internal quality is the main factor, while external quality is the auxiliary factor; The quality strategy of giving priority to external quality and supplementing internal quality; The combination strategy of paying equal attention to internal quality and external quality; 2. According to customers' different requirements for internal quality characteristics, it can be divided into: product performance strategy (high performance strategy; Moderate performance strategy; Qualified performance strategy) and product life strategy (long life product strategy; Modest life strategy; Short-lived product strategy); 3. According to the quality standard of product use, it is divided into: international quality standard strategy; Foreign advanced standard strategy; The national standard strategy of the country where the target market is located; Competitive quality standard strategy; User satisfaction standard strategy; 4. According to the difference of marketing: integrate quality strategy; Competitive quality strategy; Applicability Quality Strategy Three Dynamic Market Quality Strategies
Second, the product development process of quality management consulting
The product development process includes:
Market research (market research quality: through market research, the specific content of customers' needs is clarified and the design objectives are determined),
Product planning (conceiving quality or conceptual quality: conceiving the quality characteristics and grades of products so that these quality characteristics can fully express customers' needs)
Product design (specification and quality: transforming the selected product concept into a set of detailed specifications that can meet the needs of customers)
3. Quality management consultation in product manufacturing process: 1. Quality of product production equipment; 2. Quality of production tools; 3. The quality of product production process; 4. Quality of purchased products; 5. Quality of production process
Four, product sales and use process of quality management consulting
V. Basic work of quality management consultation: 1, standardization work; 2. Measurement work; 3. Quality information work; 4. Quality responsibility system; 5. Quality education; 6. Quality management team (also known as QC team and quality circle): refers to a small group formed spontaneously by employees of enterprises, whose purpose is to find, analyze and solve problems existing in the work site by using quality management methods and combining professional technology.
Consultation on quality certification of intransitive verbs
(1) Quality certification: Quality includes product quality certification and quality system certification.
Product quality certification: according to the product standards and corresponding technical requirements, the certification body confirms that the products meet the corresponding standards and technical requirements through the method certification certificate and certification mark.
Quality system certification: all activities granted and registered by certification bodies according to internationally accepted quality management and quality assurance standards after an enterprise's quality system and quality assurance capability meet the corresponding requirements.
(2) There are three family standards: ISO900 1, ISO9002 and ISO9003.
(3) Certification consultation: 1, overall design stage; 2. The stage of establishing quality system; 3, writing quality system documents
First, the method of quality strategy consultation
Factor analysis. 9M factor: 1, market) 2, money? 3. Management department? 4. personnel (people)? 5. motivation? 6. materials? 7. Machines and mechanization. Modern information methods? 9, continuous improvement and product specification requirements (installation product requirements)
Second, the product quality comprehensive analysis method
(A) quality characteristics analysis method
The quality characteristics of products include: ① technical or physical and chemical characteristics (elasticity, hardness, wear resistance); ② Psychological characteristics (clothing style, food taste, car state); ③ Time characteristics (reliability and product life); ④ Economic characteristics (manufacturing cost and use cost); ⑤ Safety features (degree of ensuring safety); ⑤ Social characteristics (requirements of laws and regulations and environmental protection).
(2) Quality index analysis method: 1, excellent quality strategy (A level, contemporary international level); 2. Quality strategy (level B and above, national level); 3. Overall quality strategy (domestic industry level C, regional level or higher); 4. Available quality strategy (level D, qualified product level)
(3) Quality cost analysis method: 1, meaning: refers to the sum of all expenses paid by the enterprise to ensure satisfactory quality and all losses caused by unsatisfactory product quality.
2. Composition:
Direct quality cost: It consists of internal failure cost (waste loss, repair cost, re-inspection screening fee, shutdown loss and disposal fee of unqualified products), external failure cost (warranty fee, claim fee, legal fee, return fee and price reduction fee) and appraisal cost (incoming inspection fee, process and finished product inspection fee, re-inspection fee for inventory materials, quality review fee, etc.). ) and prevention costs (quality management training fees, product evaluation fees, etc. )
Indirect quality cost: including intangible quality cost, customer quality cost, supplier quality cost and equipment quality cost.
3. Calculation method of quality cost: ① Quality cost method ② Process cost method ③ Quality loss method.
Third, the statistical analysis method commonly used in quality management: 1, which provides data to characterize things; 2. Compare the differences between things; 3. Analyze the factors that affect the change of things; 4. Analyze the relationship between things; 5, study the sampling and test methods, determine the reasonable test scheme; 6. Describe the formation process of product quality
Seven old tools of quality management (mainly statistics and quantitative analysis): causal analysis chart method, Pareto chart method, histogram method, questionnaire method, walking chart method, analytic hierarchy process, control chart method.
Seven new tools of quality management (mainly qualitative analysis): diagram method, KJ method, system diagram method, matrix diagram method, matrix data analysis method, process decision-making program diagram method and vector diagram method.
Four, quality management basic work consulting methods
The basic work of quality management activities includes standardization, metrology, quality information, quality responsibility system, quality education and QC group activities.