Problem description:
I want to prepare a speech on quality. I want to intersperse some short stories about quality. Who can help?
Analysis:
1) In the middle of World War II, the safety performance of parachutes produced in the United States was not enough. Although the qualified rate has been raised to 99.9% with the efforts of the manufacturers, it is still a little worse. The military requires that the qualified rate of products must reach 100%. However, the manufacturer does not agree. They stressed that it is impossible for any product to achieve absolute 100% qualification unless there is a miracle.
However, the 99.9% qualification rate of parachutes means that one paratrooper in/kloc-0.000 will die. Later, the military changed the method of quality inspection and decided to randomly select a parachute delivered by a manufacturer the week before, so that the person in charge of the manufacturer could jump off the plane with this umbrella on his back.
After the implementation of this method, a miracle appeared, and the unqualified rate immediately became 0!
In practical work, we often have such a sigh: now customers will become more and more picky! Sometimes some of the requirements put forward are simply excessive in the eyes of enterprises. In fact, it should be said that any requirements put forward by customers are reasonable. If we don't understand or think it's unreasonable, it's because we don't stand in the customer's position. Think about the above story, the person in charge of the factory didn't agree with the military's request at first, but when one thousandth of the death threats fell on him, he had no reason to emphasize it again. This story tells us that "empathy" is a good way to meet the needs of customers. Paying attention to customers is the first of the eight quality management principles. Customers are the foundation of every organization, and organizations should put customers' requirements first. Every enterprise will have a self-evaluation on the quality of its products or services, but for the existing defects and problems, it should be said that customers have the most say, because customers are users of products and services, and they feel the deepest about the quality of products or services. Customer's expectation and demand is a powerful driving force to promote the development and progress of enterprises, which is the most meaningful for enterprises. In the story, if the role of the person in charge of the manufacturer has not changed, it is difficult to have a miracle with a failure rate of 0. Every one of us who is engaged in quality-related work should be good at learning to use the method of empathy: when designing and producing products, we should always think about customers. If I am a customer, what kind of products do I need? When planning and providing services, we should consider customers more. If I am a customer, what kind of service do I need? Always focus on customers, so the work effect must be positive, proactive and responsible; Such a quality level or service level will definitely make customers trust, satisfy and rest assured, so as to gain the trust of customers and realize a win-win situation for both enterprises and customers. As long as you really stand on the customer's point of view and interests, really think about what the customer thinks and are anxious about what the customer is anxious about, then there will always be ways to meet the customer's needs, and miracles will not happen!
This story also tells us that the pursuit of quality is endless, as the saying goes, "There is no best, only better." Continuous improvement is the eternal pursuit, goal and activity of every organization. Organizations should constantly improve the quality of products or services to meet the growing and changing needs and expectations of customers. Only by persisting in continuous improvement can an organization make continuous progress. Under the condition of market economy, the competition among enterprises is becoming increasingly fierce, and product quality and service are the core of enterprise competitiveness. Looking at home and abroad, every well-known enterprise, its products or services, are inseparable from excellent quality. People say: quality is the life and soul of an enterprise, which is a highly refined and concentrated quality. In order to survive and develop, enterprises must do everything possible to improve quality, but it should be remembered that there is no "stop" to improve quality, and there is no end to the pursuit of quality, not to mention 99.9%. Even the pass rate or satisfaction rate of 1000% should not be satisfied, because limited by the existing conditions and standards, we should constantly innovate and surpass and pursue newer and higher goals. Only by unremitting pursuit and never being satisfied can enterprises be in an invincible position and hope to be in a leading position!
2)
The ideological quality of deputies to the Tenth National People's Congress is generally high. They used vivid stories to explain their views, some humorous and some meaningful, which filled the discussion with laughter. At the panel discussion of the Zhejiang delegation, a representative told such a story in "Zhejiang Putonghua":
There are two baskets of tomatoes on the vegetable stall. The price of one basket per kilogram is 10 yuan, and the price of the other basket per kilogram is 8 yuan. A woman looked at two baskets for a long time, but she really couldn't see the difference between the two kinds of tomatoes. She couldn't help asking the stall owner, "What's the difference between these two kinds of tomatoes?" "The difference is 2 yuan?"
……
After the story was finished, there was laughter and a representative point of view: "Why is that woman looking for a gap between two baskets of tomatoes?" Because she is worried about the quality of tomatoes. In modern society, from tomatoes to cars and houses, consumers should first compare and study the quality of products before deciding whether to buy them. "The representative's speech led many people to talk about quality in the group meeting.
In fact, it is not just a representative of Zhejiang. During the communication with the representatives of Shanghai, Anhui, Liaoning, Heilongjiang and Jiangsu, the reporter heard many interesting quality stories and unique quality viewpoints. Many representatives believe that quality competition is competition without national boundaries, quality competition is competition for pursuing zero defects, and quality competition is competition for caring and understanding customers.
Competition without national boundaries
"Japan had serious product quality problems in the 1940s and 1950s, and' Toyo Goods' had a very bad reputation in the international market. In order to get rid of this hat, Japan put forward the slogan of "saving the country by quality" and paid close attention to quality, and various enterprises also responded. A few years later, the quality of Japanese products has undergone fundamental changes. In order to occupy the international market, some enterprises have taken many strange measures to show the unusual quality of their products. Once, in order to open the Australian market and improve the popularity of watches, Japanese watch manufacturers advertised in Citizen, and dropped watches in a square one day every month, and whoever found them returned them. On that day, a Japanese watchmaker hired a helicopter to airdrop more than 1000 watches. When the lucky people found that the watch they found was actually intact, they all ran happily to tell each other. As a result, Citizen watches sell well. Many products in Japan are like this. They go abroad with excellent quality and win again and again in international competition. "
Shanghai representative Zhang Lulu is a medical expert. However, she talks about quality very professionally. The high-quality story she tells is not humorous, but it contains profound truth. The representative of Zhang Lulu said that quality has no national boundaries. In the 265,438+0th century of economic globalization, quality competition will not only be restricted by WTO rules, but also break down trade protection barriers.
imperfect competition
Quality has such a great power in the market, but how can we ensure quality? Pan Yixin, an Anhui representative and engaged in the research and development of auto parts products, said: "Must we ensure zero defects in every link?"
Pan Yixin told a Greek fairy tale to explain his point of view:
There was a great hero in ancient Greece, argyris, who possessed extraordinary supernatural power and invulnerable body. He was invincible in the fierce battle of Troy and made outstanding achievements. But just as Aguirre captured Troy and fought bravely, Apollo, the sun god standing on the opponent's side, quietly hit the great Aguirre with an arrow. In a sad lament, the powerful Aguirre actually fell.
It turned out that this arrow hit argyris's heel, which was his only weakness. Only his parents and the gods in heaven know the secret. When he was a baby, his mother, Tethys, the goddess of the sea, held his right heel and immersed him in the magical Stix River. The body soaked by the river becomes invulnerable and almost sacred. But her mother's heel didn't soak in the water, which became argyris' only weakness. The only weakness caused by a mother killing her son!
Pan Yixin said that the market is like a battlefield, and any local and subtle quality problem may become a breakthrough for competitors to attack and may lead to the overall collapse. Therefore, when competing for quality in the market, we must pursue zero defects in product quality and try our best to do every local and subtle link of the product.
The delegates told many quality stories. The reporter found that these representatives not only "speak" but also "act". Many of them brought proposals closely related to quality, made suggestions and suggestions for comprehensively improving the quality of national products, and made contributions to comprehensively improving the quality competitiveness of China's economy.
One quality story and one quality proposal record the delegates' dream of improving the quality of China products in an all-round way, as well as the dream of China's economic take-off and the dream of the Chinese nation's rejuvenation!
3) The story of the quality supervisor
This time, I went to Gujiao for an interview, and heard the story that the Quality and Safety Department of the Project Department of the Third Hydropower Bureau repeatedly stopped the project rework in order to maintain the installation quality of PCCP pipeline. Their work spirit of "not afraid of 10,000, but afraid of one thousand" is a true portrayal of the spirit of "one percent equals 100 percent" advocated by director Wang Xinyi.
When backfilling and pouring concrete in the 5th hole, Xun from the Quality and Safety Department of the Project Department of the Third Hydropower Bureau drilled into the masonry wall from the small hole to check the quality of concrete pouring, and found that a part of the previous masonry wall collapsed, and immediately stopped the builders from rebuilding the wall, which made the workers angry. It's easy to build a wall, but as soon as the concrete stops pouring, it will solidify in the pump pipe. The pump pipe and pump with a length of more than 20 meters have to be removed and cleaned, which wastes time and energy. The construction period was tight, so the workers asked him to turn a blind eye. Xun can't do it, and the quality of the project can't be sloppy. In case the concrete pouring here is not dense, the PCCP pipe will be cracked by vibration, and the consequences will be unimaginable. He held the hole, but the workers couldn't beat him, so they had to dismantle the pump pipe. ?
There is a 60M open trench backfilled at the bend of upstream AP9. When the construction team backfilled and rolled, the next working procedure was carried out without inspection, and the quality inspection was not recorded. The quality inspector strongly disagreed, and the quality data must be true and not false at all. After rework inspection, its rolling is qualified. Although it took them two days to rework, they did not regret it. Because they feel at ease after rework. ?
During the installation of PCCP pipes in No.3 hole, the joint of one pipe reached 47 mm, which was a little higher than the standard19 ~ 44 mm. At this time, four pipes were installed at the back. After the quality inspector found this situation during the joint inspection, he immediately asked for rework. Reworked in the tunnel, the construction surface is narrow, and a section of PCCP pipe weighs 30 tons. It is conceivable how difficult it is to dismantle, but they have not let go of this quality hidden danger, so they simply took three PCCP pipes out of the hole with a pipe tractor and reinstalled this section of pipeline. ?
After several accidents, they learned from them and formulated the system that quality assurance personnel must be on the construction site from beginning to end during pipeline installation, thus preventing similar accidents from happening.
4)
Consumers buy quality when they shop, but there are qualities in life that they can't buy. This is not because there is a problem with the quality of the goods themselves, but because there is a quality that money can't buy. Listen to the author tell a true story.
Once, a friend went to a famous ramen restaurant to eat beef noodles. Before leaving, he specially brought a lunch box, ready to take a copy back to the children after eating. The waiter brought two bowls of noodles and was about to pour a bowl into the lunch box, but Lamian Noodles's master stopped him: "What are you doing?"
The friend inexplicably replied, "I'll take a bowl back!" " "
"Then why didn't you say so earlier?" "Why did you say so earlier?"
"Why! When you finish eating noodles, can you still eat the bowl of noodles you brought back? It has long been pasted! "
Hearing this, my friend smiled: "It doesn't matter, but it doesn't matter if you take it back to the child!" "
"no! I don't care who it is for, our shop has a signboard. If you want to take it back, I'll make another bowl after you finish eating. Just kidding, isn't this face our signature? "
"But I don't have time to wait! The children will be out of school soon. "
"Won't keep you waiting. Make sure you can take the noodles directly as soon as you finish eating them. It is best to bring children to eat in the future, and the quality here can't be bought. "
What a "can't buy" quality! The friend was both surprised and moved. He finally understood why there are many noodle restaurants nearby, but this one has the best reputation and the most prosperous business. If he hadn't reinvented the wheel, he might not have understood the true meaning of eating a hundred bowls.
This is a quality that money can't buy. This is a complete service and perfect reputation. It has at least two meanings to say that you can't buy this. First, in the store's view, the quality he is responsible for will not only be the end point of the consumption process, but also the end point of the buying and selling process. That is to say, just selling can't sell all the quality. Teaching consumers to consume correctly is also a necessary measure to maintain quality and store reputation. This is a concept of "big quality"; Second, in the eyes of consumers, the store's spirit of being responsible for consumers goes beyond the quality of products, which is difficult to buy in other stores. At present, many of our stores are not short of product quality. What they lack is precisely this brilliant and perfect service quality. And this "can't buy" quality is the foundation of the store.