Basic concept of quality
In a professional sense, quality refers to the degree to which a set of inherent characteristics fulfills specified requirements. Among them, the connotation of quality is rich and diverse. It consists of a set of inherent characteristics, which are demonstrated by the ability to meet the requirements of customers and others. For example, for a mobile phone, if its inherent characteristics such as processor performance, battery life, and photo - taking effect can meet consumers' requirements for smooth use, long - term standby, and high - quality photo shooting, then this mobile phone meets a certain quality standard.
Characteristics of quality
Generalizability
Within the scope covered by the quality management system, the interested parties of an organization, such as customers, suppliers, partners, etc., may put forward requirements for the organization's products, processes and systems. For example, an automobile manufacturer not only needs to meet consumers' requirements for the performance and appearance of automobiles, but also comply with the requirements of suppliers regarding the raw material supply process, as well as the requirements of partners for the cooperation model and quality assurance.
Timeliness
As the needs and expectations of an organization's customers and other relevant parties for the organization's products, processes, and systems are constantly changing, the organization should continuously adjust its quality requirements. Just as with the development of technology, consumers' requirements for smartphones have gradually shifted from the initial basic communication functions to the needs for high-definition large screens, powerful camera functions, fast charging, etc. Mobile phone manufacturers need to continuously adjust their product quality standards to adapt to market changes.
Relativity
An organization's customers and other relevant parties may have different requirements for the functions of the same product, and they may also have different requirements for the same function of the same product. For example, for a laptop computer, business people pay more attention to its portability, battery life, and compatibility with office software, while gamers value its graphics card performance, processor speed, and heat dissipation effect.
Classification of quality characteristics
The inherent characteristics of a product, process or system related to requirements are called quality characteristics. Usually, quality characteristics are divided into three categories: critical, important and minor. Taking aircraft manufacturing as an example, the flight safety of an aircraft is a critical quality characteristic, which is directly related to the safety of passengers' lives; the comfort of an aircraft, such as the softness of seats and the noise level in the cabin, belongs to important quality characteristics; while the color matching of the aircraft interior can be regarded as a minor quality characteristic.
Customer-related concepts
Definition and Classification of Customers
Customers are organizations and individuals that receive products, which can be divided into external customers and internal customers. External customers are organizations and individuals that purchase and use a company's products or services, such as consumers in shopping malls. Internal customers refer to departments or personnel within an enterprise who receive products or services from other departments. For example, the production department is an internal customer of the purchasing department. Customers can also be further classified into internal customers, intermediate customers, external customers, and competitive customers. Intermediate customers, such as distributors, buy products from the enterprise and then resell them to end - consumers. Competitive customers are those who choose competitors' products in the market.
Characteristics of customer satisfaction
Customer satisfaction is characterized by subjectivity, hierarchy, pertinence, and periodicity. Subjectivity means that different customers may have different levels of satisfaction with the same product or service because each person has different needs and expectations. Hierarchy is reflected in the fact that customers have different levels of needs for products or services, such as basic needs, expected needs, and exciting needs. Pertinence indicates that customer satisfaction is specific to a particular product or service. Periodicity shows that customers' satisfaction levels will change over time and with the environment.
Content related to quality management
Definition and content of quality management
Quality management refers to coordinated activities that direct and control an organization in terms of quality. Its content includes quality planning, quality control, quality assurance, and quality improvement. Quality planning is to determine quality objectives and the measures for achieving them; quality control refers to the operational techniques and activities adopted to meet quality requirements; quality assurance is to provide sufficient confidence that an entity can meet quality requirements; quality improvement is to enhance the ability to meet quality requirements.
The main functions of quality management
The main functions of quality management include formulating quality policies and quality objectives to clarify the organization's direction and pursued goals in terms of quality; defining quality responsibilities and authorities to enable various departments and personnel within the organization to clearly understand their responsibilities and powers in quality management; establishing a quality management system and ensuring its effective operation to guarantee the standardization and normalization of quality management activities.
Stages of quality management development
The development of quality management has gone through the stages of quality inspection, statistical quality control, and total quality management. In the quality inspection stage, product quality is mainly ensured through post - event inspection; in the statistical quality control stage, statistical methods are used to control the production process; in the total quality management stage, with quality as the center and based on the full participation of all employees, the aim is to achieve long - term success by satisfying customers and benefiting relevant parties.
Policy and objective management
Definition and characteristics of policy and objective management
Policy and objective management is a scientific management method for enterprises to achieve medium - and long - term and annual business policy objectives centered on quality. It fully mobilizes the enthusiasm of employees and realizes common achievements through self - control and coordination of individuals and groups. Its characteristics include: emphasizing systematic management, regarding all departments and links of the enterprise as a whole; emphasizing key management, highlighting key objectives and key links; focusing on measure management to ensure that there are specific implementation measures for the objectives; and focusing on self - management to stimulate the initiative and creativity of employees.
Basic principles and theoretical basis of policy and objective management
The basic principle of policy and objective management is to apply the motivation theory of behavioral science to stimulate and mobilize people's enthusiasm and implement systematic management of the enterprise. Its theoretical basis is behavioral science and systems theory. Behavioral science emphasizes the influence of human behavior and motivation on work performance, while systems theory focuses on the interrelationships and synergistic effects among various parts of the enterprise.
The functions of policy and objective management
Policy and objective management is the fundamental way to achieve the business goals of an enterprise and implement business decisions, which can transform the enterprise's strategic goals into specific action plans; it is an important means to mobilize the enthusiasm of employees to participate in management, enabling employees to participate in the process of goal setting and achievement; it is an effective measure to improve the overall quality of the enterprise, promoting the comprehensive improvement of the enterprise in terms of management, technology, personnel, etc.
Links in the management of enterprise policies and objectives
Enterprise policy and objective management includes four links: formulation, deployment, implementation, and evaluation. In the formulation link, the policy and objectives should be determined through procedures such as publicity and education and information search, based on various factors including national laws, regulations, policies, and market demand. The deployment link includes horizontal and vertical deployment, and it is necessary to ensure the connection and correspondence between policies, objectives, and measures. In the implementation link, it is necessary to ensure the effective implementation of the objectives, and all departments and personnel should carry out their work in accordance with the plan. In the evaluation link, the completion of the objectives is evaluated and assessed.
Human Resource Development and Management
Approaches to human resource development
Human resource development refers to a series of activities carried out by an organization to explore, rationally utilize and improve the wisdom and skills of all employees. Its approaches include:I. Improving the quality of leaders. The capabilities and decision - making of leaders are crucial to the development of an enterprise.II. Establishing a mechanism to give full play to the roles of existing talents and appropriately introduce new talents.III. Creating conditions to encourage potential talents to stand out.IV. Conducting lifelong education and all - staff training to improve the quality of employees.V. Conducting dynamic combinations and job exchanges to establish a team structure.
Team culture and team spirit
Team culture includes eight elements such as putting customers first, empowering participation, and equal cooperation. Team spirit refers to the organizational will of loyalty and dedication, the relationship principle of mutual trust and integration, the work style of professionalism and pragmatism, and the aspiration for excellence demonstrated by team members in the process of achieving organizational goals. Team spirit has connotations such as a small number of members and complementary skills, and includes collective spirit, cooperation spirit, professionalism, and enterprising spirit.
Quality cost
Definition and Classification of Quality Cost
Quality cost refers to the expenses incurred to ensure and guarantee satisfactory quality, as well as the tangible and intangible losses caused by the failure to achieve satisfactory quality. According to the form of existence, it can be divided into obvious quality cost and implicit quality cost; according to the nature of cost, it can be divided into internal operation cost and external activity cost; according to the activity process, it can be divided into conformance cost and non - conformance cost.
Specific composition of quality cost
Prevention costs include quality planning fees, process control fees, etc., aiming to prevent the occurrence of quality problems. Appraisal costs include the experimental and inspection fees for purchased materials, etc., which are used to check whether the products meet the quality requirements. Internal failure costs, such as scrap losses, rework and repair losses, are the losses caused by quality problems during the production process. External failure costs, such as complaint fees within the warranty scope and product after - sales service fees, are the expenses incurred due to quality problems after the products are delivered to customers.
Standard-related concepts
Definitions and numbers of various standards
National standards are approved and issued by the national official standardization institutions or relevant institutions authorized by the state, and are unified or applicable across the country. Their numbers consist of the national standard code, serial number, and year. Industry standards are unified standards within various national industries. The administrative department for standardization under the State Council has issued 58 industry standard codes. Local standards consist of "DB", the first two digits of the administrative region code of the province, autonomous region, or municipality directly under the Central Government, a slash, a serial number, and a year. National standard guiding documents provide guidance or information for standardization work still in the process of technological development. Their code consists of "GB/Z", and the number consists of the code of the guiding technical document, serial number, and year.
Mandatory standards
Mandatory standards have legal attributes and are implemented through mandatory means such as laws and administrative regulations within a certain scope. Their scope includes multiple aspects such as drug standards and food hygiene standards, and they can be divided into two forms: full - text mandatory and article - by - article mandatory.
Basic principles for formulating standards
When formulating standards, relevant national laws, regulations, guidelines and policies shall be earnestly implemented. Usage requirements shall be fully considered while taking into account the overall social benefits. National resources shall be rationally utilized, and advanced technological achievements shall be promoted, so that the standard objects are technologically advanced and economically reasonable. Relevant standards shall be coordinated and compatible to ensure social safety and people's health, protect consumers' interests and the environment. International standards and foreign advanced standards shall be actively adopted to promote foreign economic cooperation and foreign trade, and to achieve the integration of China's standardization with the international ones.
Supervision, management, incentive and guiding measures taken by the state for product quality
The state's supervision, management, and incentive - guidance work in the field of product quality is of crucial importance. The series of measures it takes cover multiple aspects.
First, implement the enterprise quality management system certification system. This system is like a "medical examination form" for enterprise quality. It urges enterprises to establish and improve their own quality management systems in accordance with internationally recognized quality management standards. Through certification, enterprises can clearly sort out all aspects such as their production processes and management models, identify existing problems and make improvements. This not only helps enterprises improve product quality and enhance market competitiveness, but also enables consumers to have more confidence in the product quality of enterprises. For example, some enterprises that have obtained internationally well - known quality management system certifications have more advantages in the international market and can enter the international market more easily.
Secondly, it is to implement the product quality certification system. This system conducts quality assessment and certification for specific products. It is like a quality label for products, conveying to consumers the information that the products meet specific quality standards. Different types of products have different certification standards and procedures. Through strict testing and review, it is ensured that the product quality reaches the specified level. For example, the organic food certification in the food industry and the energy-saving certification for electronic products. These certifications can help consumers quickly identify reliable products among numerous ones.
Furthermore, a product quality supervision and inspection system is implemented. This is an important line of defense for ensuring product quality. Relevant departments will conduct random inspections on products in the market regularly or irregularly to check whether the products meet the national quality standards. Once unqualified products are found, they will be dealt with in accordance with the law, and enterprises will be ordered to make rectifications or even be punished. This kind of supervision and inspection can promptly detect and correct product quality problems, maintain market order, and protect the legitimate rights and interests of consumers. For example, in the fields of food and medicine, strict supervision and inspection can effectively prevent fake and shoddy products from entering the market and ensure the physical health of the people.
Then comes the implementation of the production license system. This system strictly controls the production qualifications of enterprises. Only those enterprises with certain production conditions and quality assurance capabilities can obtain production licenses. It is like an "admission ticket" for enterprises to enter the market, ensuring product quality from the source. By examining aspects such as an enterprise's production equipment, technical personnel, and quality management, it ensures that the enterprise has the ability to produce products that meet quality requirements. For example, in industries related to public safety and personal health, such as fireworks and firecrackers, medical devices, etc., the production license system is particularly important.
Finally, implement a reward system. The state rewards enterprises and individuals that have made outstanding achievements in product quality. This is a positive incentive measure. Rewards can be material rewards or spiritual rewards such as honorary titles. Such rewards can stimulate the enthusiasm and initiative of enterprises and individuals to improve product quality and create a good quality - culture atmosphere. For example, the establishment of the National Quality Award has inspired many enterprises to continuously pursue excellent product quality and promoted the quality improvement of the entire industry.
Capability requirements for enterprise quality professional technicians
Enterprise quality professional technicians play a key role in the enterprise's quality management. They need to possess multi - faceted abilities.
The ability to conduct quality assessment is fundamental. This requires them to be able to use scientific methods and standards to accurately evaluate the quality of products. They need to be familiar with various quality assessment indicators and methods, and conduct comprehensive analysis and judgment on aspects such as product performance, reliability, and safety. For example, in an automobile manufacturing enterprise, quality assessors need to conduct strict assessments on the engine performance, body structure strength, safety configurations, etc. of automobiles to ensure that the products meet the design requirements and market demands.
The ability of quality inspection is indispensable. They should be able to skillfully use various testing equipment and technologies to inspect raw materials, semi-finished products and finished products. Through inspection, quality problems in products can be timely detected to prevent unqualified products from entering the next process or the market. Quality inspectors need to have a rigorous work attitude and a high sense of responsibility to ensure the accuracy and reliability of inspection results. For example, in electronic component manufacturing enterprises, quality inspectors need to conduct strict electrical performance tests on each component to ensure that it meets the quality standards.
The ability of product development and quality improvement is the driving force for the sustainable development of enterprises. They should participate in the product development process, put forward suggestions and opinions from the perspective of quality, and ensure that new products have a good quality foundation at the design stage. At the same time, they also need to conduct quality analysis on existing products, identify existing problems and propose improvement measures. By continuously improving product quality, the market competitiveness of the enterprise can be enhanced. For example, in the smartphone industry, enterprise quality professional technicians need to continuously promote technological innovation and quality improvement of products to meet the growing needs of consumers.
Quality audit ability helps enterprises identify potential problems in quality management. They need to conduct audits on the enterprise's quality management system to check whether the enterprise operates in accordance with the specified standards and procedures. Through audits, the weak links in the enterprise's quality management can be found, and improvement suggestions can be put forward to promote the improvement of the enterprise's quality management level. For example, in large enterprise groups, quality audit personnel will regularly audit the quality management systems of subordinate enterprises to ensure the stable and reliable product quality of the entire group.
The ability to evaluate safety and environmental conditions is also very important. In today's society, more and more attention is being paid to the safety of products and their impact on the environment. Quality professional technicians in enterprises need to evaluate the safety performance and environmental adaptability of products to ensure that they do not cause harm to humans and the environment during use. For example, in chemical enterprises, quality professional technicians need to evaluate the toxicity, flammability, and explosiveness of chemical products, take corresponding safety measures, and at the same time assess the impact of products on the environment to promote enterprises to achieve green production.
Requirements for quality professional and technical personnel in social intermediaries
Social intermediary quality professional and technical personnel play a unique role in the field of quality. They need to possess professional abilities in multiple aspects.
Quality assessment ability is one of their core capabilities. They need to conduct a comprehensive evaluation and assessment of an enterprise's products or services to determine whether they meet specific quality standards or industry regulations. This kind of assessment is fair and authoritative, and can provide an objective quality evaluation for enterprises. For example, in some emerging industries, such as e-commerce and the sharing economy, professional quality technicians from social intermediaries can assess the service quality of enterprises and help consumers choose reliable service providers.
The ability of quality supervision is also crucial. They need to supervise the quality management process of enterprises to ensure that enterprises carry out production and operation in accordance with the specified quality standards. Through methods such as regular inspections and follow - up evaluations, they can identify problems in the quality management of enterprises and put forward rectification suggestions in a timely manner. This kind of supervision can promote enterprises to continuously improve their quality management levels and guarantee the quality of products and services. For example, in the field of construction engineering, professional technical personnel in social intermediary quality can conduct full - process supervision on the construction quality of engineering projects to ensure that the project quality meets relevant standards and requirements.
The ability of quality arbitration is the key to resolving quality disputes. When quality disputes occur between enterprises or between an enterprise and a consumer, professional quality technicians from social intermediaries should be able to use their professional knowledge and skills to conduct a fair arbitration of the disputes. They need to investigate and analyze the facts of the disputes and make a ruling based on relevant quality standards and laws and regulations. Such arbitration can effectively resolve quality disputes and safeguard the legitimate rights and interests of the parties involved. For example, in commodity transactions, when there are differences between the buyer and the seller regarding product quality, professional quality technicians from social intermediaries can conduct quality arbitration to determine the liability.
Quality consulting ability is also essential. They need to provide consulting services on quality for enterprises and help them solve difficult problems in quality management. They can offer targeted solutions according to the actual situation of enterprises, such as the construction of quality management systems and quality improvement measures. Through quality consulting, enterprises can improve their own quality management level and enhance their market competitiveness. For example, some small enterprises may lack professional quality management personnel. Professional quality technicians from social intermediaries can provide them with comprehensive quality consulting services and help them establish and improve quality management systems.