What aspects does quality management include? Ask god for help

It's a little long down there. I hope it works for you. I. Basic concepts and principles of quality management 1. Quality refers to the characteristics and characteristics of products or services that meet the requirements or potential needs. It includes both tangible products and intangible products; It includes both the internal characteristics of products and the external characteristics of products. That is, it contains all the connotations of product applicability and conformity. 2. Quality of industrial products The quality of industrial products refers to the characteristics and the sum of characteristics of industrial products to meet certain purposes and meet people's needs, that is, the applicability of products. It includes the inherent characteristics of products, such as structure, physical properties, chemical composition, reliability, accuracy, purity and so on. It also includes the external characteristics of the product, such as shape, appearance, color, sound, smell, packaging, etc. There are also economic characteristics such as cost, price, use and maintenance fees, as well as other characteristics such as delivery time and pollution hazards. The different characteristics of industrial products distinguish the different uses of various products and meet people's different needs. The different characteristics of various products can be summarized as: applicability, reliability, safety, longevity, economy and so on. 3. Work quality Work quality refers to the degree to which work related to product quality ensures product quality. The quality of work involves all departments and personnel of the enterprise, that is to say, every department, workshop, team and post in the enterprise directly or indirectly affects the quality of products, among which the quality of leaders is the most important and plays a decisive role. Of course, the general improvement of the quality of employees is the basis for improving the quality of work. Work quality is the basis and guarantee for improving product quality. In order to ensure product quality, we must first do all the work related to product quality. 4. Quality of service refers to the characteristics and characteristics of services that meet the requirements or potential requirements. Examples of service quality characteristics listed in international standards include: facilities, capacity, number of personnel and storage capacity; Waiting time, supply time and processing time; Health, safety, reliability and confidentiality; Responsive, convenient, polite, comfortable, beautiful environment, ability, persistence, accuracy, integrity, skill level, credibility and communication. 5. Quality control (QC) refers to quality investigation, research, organization, coordination, control, information feedback and improvement to ensure and improve product quality and work quality. In order to ensure the quality of product process or service, a series of related activities such as operation, technology, organization and management must be taken, which belong to the category of quality control. 6. Quality management (QM) refers to the management of all functions and activities necessary to determine and realize quality, and its management function is mainly responsible for the formulation and implementation of quality policy. 7. Quality function Quality function refers to all activities carried out by an enterprise to make products, processes or services meet the specified requirements or meet the needs of users. In the whole quality work, what role, responsibility and activities should all departments of the enterprise play are the contents to be studied by the quality function. For example, in the design department of industrial enterprises, the structure, specifications, performance and raw material standards of products should be determined according to the quality requirements of users, so as to design products that meet the quality requirements of users; In order to achieve balanced production, production workshops and workers should undergo strict training, master the requirements of product quality standards and operational control methods to ensure quality, and produce products that meet the design quality; The inspection department conducts inspection and acceptance according to the product process regulations and quality standards; While selling products, the sales department should do a good job in market research, collect users' opinions and conduct quality analysis. The work and activities of the above departments are directly related to product quality and are direct quality functions. In addition, the work of some departments in the enterprise also has an indirect impact on the quality of products, such as propaganda and teaching departments, paying close attention to the training and education of personnel and paying attention to the improvement of people's quality, thus ensuring the quality of products in the enterprise. The financial department should manage all kinds of funds well, strengthen daily accounting and supervision, ensure the improvement of labor productivity and product quality, reduce product costs and obtain better economic benefits for enterprises. These are indirect quality functions. 8. For quality inspection, please refer to the chapter on quality management. 9. Statistical quality control refers to the use of statistical techniques for quality control, including the application of frequency distribution, measurement of major trends and deviations, control charts, regression analysis, significance tests, etc. 10, Total Quality Management means that all employees of an enterprise and Qi Xin, the relevant department, work together to establish a quality system from product research, design, production (operation) and service by combining professional technology, enterprise management, mathematical statistics and ideological education, and effectively use resources such as manpower, material resources, financial resources and information to provide products or services that meet the specified requirements and users' expectations. The basic core of total quality management is to improve people's quality and arouse people's enthusiasm. Everyone should do his job well and ensure and improve the quality of products or services by doing a good job. 1 1. The characteristics of total quality management are that it has changed from focusing on back testing to focusing on prevention and improvement; From a systematic point of view, change the past practice-based and decentralized management into comprehensive and integrated management; From management results to management factors, we should find out the factors that affect quality, grasp the main aspects, mobilize all employees and departments of the whole enterprise to participate in the whole process of quality management, and rely on scientific management theories, procedures and methods to keep the whole process of production (operation) under control, so as to ensure and improve the quality of products or services. 12, the basic requirements of total quality management (1) Total quality management is a kind of quality management that requires all employees to participate, requiring all employees to establish the idea of quality first. Personnel at all levels in all departments should have clear quality responsibilities, tasks and limitations, perform their duties, form mass quality management activities, especially carry out quality management group activities, and give full play to the wisdom and intelligence of the employees to be masters of their own affairs. (2) The scope of total quality management is the whole process of production, formation and realization of product or service quality. Including product research, design, production (operation), service and all related process quality management. The quality of any product or service has a process of production, formation and realization, and all links related to the quality of products or services are managed to form a comprehensive quality system. Give priority to prevention, combine prevention with inspection, constantly improve, serve users and achieve user satisfaction. (3) Total quality management requires the quality management of the whole enterprise. It can be understood from two aspects. First, from the perspective of organizational management, the meaning of the whole enterprise is to require all management levels of the enterprise to have clear quality management activities. The upper quality management takes quality decision as the core, formulates the quality policy, objectives, policies and plans of the enterprise, and organizes and coordinates the quality management activities of various departments and links in a unified way; Middle-level quality management should carry out the quality decision of leaders (upper level), find out the key or necessary matters of the department by certain methods, then determine the objectives and countermeasures of the department, better perform their respective quality functions, and carry out the specific business management of grassroots work; Grass-roots management requires every worker to produce and work in strict accordance with standards and relevant rules and regulations. Such enterprises constitute a complete quality management system. From the point of view of quality and function, the function of product or service quality is scattered in the relevant departments of the whole enterprise. In order to ensure and improve the quality of products or services, contraceptives should give full play to the quality functions scattered in various departments of the enterprise, all of them should be responsible for the quality of products or services, all of them should participate in quality management, all departments should coordinate with each other, and Qi Xin should work together to do a good job in quality work, thus forming the quality management of the whole enterprise. (4) Total quality management should adopt various management methods. The new achievements of science and technology are widely used. We should respect objective facts, try to speak with data, persist in seeking truth from facts, make scientific analysis, establish a scientific work style and base quality management on science. The above four requirements can be summarized as "one variety in three aspects", all of which focus on the enterprise goal of "effectively utilizing human, material, financial and information resources to produce products or quality services that meet the specified requirements and users' expectations". This is the starting point and destination of our total quality management, and it is also the basic requirement of total quality management. 13, the basic working methods (procedures) of total quality management, that is, P, D, C and A cycles. The whole process of quality management is divided into four stages and eight steps: P (planning), D (doing), C (checking) and A (summing up actions). The first is the P (planning) stage, which is divided into four steps: (1) analyze the situation and find out the main quality problems. (2) Analysis of various factors causing quality problems. (3) Find out the main factors that affect the quality. (4) Formulate measures against the main factors affecting quality, put forward improvement plans and set quality objectives. The second is the D (realization) stage, which is the step. (5) Implement according to the established plan objectives. The third is the C (inspection) stage, which is the step. (6) Check the actual implementation results to see if the expected effect of the plan is achieved. The fourth stage of A-P-C-D is A (summary processing), which is divided into two steps. One is to summarize the mature experience according to the inspection results and incorporate it into the standard system and regulations to consolidate the results and prevent mistakes. The second is to bring the unresolved problems in this round of P, D, C and A cycles into the next round of P, D, C and A cycles to be solved. Its characteristics are: the four stages of work are complete and unified, and they are indispensable; The big ring sets the small ring, and the small ring promotes the big ring, rising step by step, and moving forward circularly. 14. Quality characteristic parameters are expressed quantitatively and are usually called quality characteristic parameters or applicability parameters. Including design, manufacture, use quality and service quality, and put forward quantitative requirements to ensure the use quality, so as to clarify the quality responsibility and ensure the use quality to meet the needs of users. 15, quality characteristic value, usually expressed as various quantitative indicators. A specific product often needs multiple indicators to reflect its quality. The value obtained by measuring or determining the quality index is the quality characteristic value. It is customarily called data. According to the different properties of quality indicators, quality characteristic values can be divided into two categories: counted values and measured values. (1) count value. When the value of a quality characteristic can only take a specific set of values, but not a value between these values, such a characteristic is called a count value. Counting value can be further divided into piece value and counting value. Piece-by-piece value refers to the attributes generated during piece-by-piece inspection of a product, such as the number of qualified products and the number of unqualified products in a batch. Count value refers to the number of quality defects in each product, such as the number of defects on cotton cloth and the number of sand holes on castings. (2) measured values. When a quality characteristic value can take any possible value within a given range, such a characteristic value is called a measured value. For example, the data measured by various measuring tools such as length, weight and temperature are all measured values. Different kinds of quality characteristic values have different statistical laws, thus forming different control methods. 16. Real quality characteristics and substitute quality characteristics Real quality characteristics are the quality characteristics required by users. In order to facilitate production and limit the level of science and technology, enterprises often convert it into standards or norms for measuring product quality in production. The quality characteristics reflected by product standards are called substitute quality characteristics. Because people's understanding is limited by the level of science and technology and various conditions, users' requirements are often multifaceted and constantly updated, so with the development of the times, there will be a gap between the quality standards formulated by enterprises and the actual use quality requirements of users. Therefore, it is necessary to study the conformity between quality standards and service quality requirements, make necessary adjustments and modifications, and constantly improve them, so that the quality standards can meet the actual service quality requirements of users as much as possible. 17. Applicability refers to the ability of products or services to meet the requirements of specified uses under specific conditions; Or the degree to which the product can successfully meet the user's purpose requirements when used. Applicability is a comprehensive result reflecting some related product parameters. 18, quality supervision refers to the quality inspection and supervision institutions, in accordance with technical standards, to supervise, evaluate and identify the product quality of enterprises, to promote enterprises to strengthen quality management, implement quality standards, ensure product quality, and safeguard the interests of users and consumers. In a broad sense, quality supervision is actually to supervise the products entering the circulation field, not only to check the physical quality, but also to check and supervise the ability of enterprises to ensure quality. There are three forms of quality supervision: self-supervision, social supervision and state supervision. 19. Quality indicators refer to indicators that reflect the quality of industrial products, services and work. For example, the products produced by industrial enterprises must meet the technical standards promulgated by the state or relevant state departments and the quality requirements stipulated in the supply contract. These requirements are usually specified by specific technical indicators. 20. Management by objectives Management by objectives originated from Drucker, an American management expert. In the book Management Practice published by 1954, he put forward the idea of "management by objectives and self-control" for the first time, and thought that "the goals and tasks of enterprises must be transformed into goals. If an enterprise does not have an overall goal and sub-goals consistent with the overall goal to guide employees' production and business activities, then the larger the enterprise, the more people there are, and the greater the possibility of internal friction and waste. "Simply put, it is a management system that allows managers and workers of enterprises to personally participate in the formulation of work objectives, implement" self-control "in their work, and strive to complete work objectives. The principle is: (1) The objectives and tasks of an enterprise must be transformed into objectives, and the single-objective evaluation should be transformed into multi-objective evaluation. (2) to set goals for all kinds of personnel and departments at all levels of the enterprise. If a job has no clear goal, it can't be done well. (3) The object of target management should include all personnel from leaders to workers, and everyone should use "target" to manage. (4) to achieve the goal and the integration of assessment standards, that is, according to the degree of achieving the goal, to assess all kinds of personnel, so as to determine the level of rewards and punishments and wages, rather than according to other standards. (5) Emphasize the creativity and enthusiasm of all kinds of personnel. Everyone should participate in the formulation, development and implementation of goals. Leaders should allow their subordinates to set their own goals according to the overall goals of the enterprise to meet the requirements of "self-achievement". (6) No sub-goal can be divorced from the overall goal of the enterprise and go its own way. When the enterprise scale model is expanded and divided into new departments, different departments may unilaterally pursue their own departmental goals, which may not help to achieve the overall goals required by users. The general goal of an enterprise is often to set up various target posts and achieve comprehensive balance. 2 1, enterprise policy objectives Enterprise policy objectives refer to the plans and expected results of enterprise management activities in a certain period of time. It is the direction and goal of enterprise management and embodies the strategy and tactics of enterprise management. 22. The quality policy is also called the quality policy. It is the principle and criterion that all departments and employees of an enterprise must abide by to perform quality functions and engage in quality activities, the action guide to unify and coordinate enterprise quality work, and the concrete embodiment of implementing the idea of "quality first". 23. The quality target refers to the expected effect that the enterprise will achieve in a certain period of time according to the requirements of the quality policy, that is, the specified quantitative target. According to the length of time to achieve the goal, it can be divided into long-term goals and short-term goals. Quality objective is an integral part of enterprise objective system. In order to unify the thoughts of leaders, become the motivation to motivate employees, facilitate daily assessment and evaluation, and promote the realization of objectives, quality objectives should be quantified. 24, quality plan refers to the specific deployment and action arrangement to achieve quality objectives. This includes the tasks, responsibilities, time and schedule requirements that all departments of the enterprise should undertake when achieving the goals. It is usually expressed by a series of planned indicators and measures to achieve these indicators. 25. The expansion of quality policy objectives refers to the gradual expansion and refinement of the established enterprise quality policy objectives into small and medium-sized objectives and measures at all levels to ensure the realization of the overall objectives of the enterprise.