There are many, which cannot be presented one by one because of the number of words. I can only give you a general idea: there are different expressions about the meaning of the term "QM": the main practice of quality management, quality policy, quality objectives, quality system, quality control and quality assurance. Lance): Quality Planning: Quality Planning: Quality Management Methods: Total Quality Management (TQM) Six Sigma 6σ)QC Seven Methods, Checklist, Pareto Diagram, Scatter Diagram, Data Layering Method, Shewhart Control Diagram, Fishbone Diagram, Histogram, Main Practices of Quality Management, Quality Policy: Quality Policy is the overall quality goal and direction officially promulgated by the top management of an organization. The quality policy of an enterprise (sometimes called quality policy) is an action program that all departments and personnel of an enterprise must abide by and follow when performing quality functions and engaging in quality management activities. Different enterprises can have different quality policies, but they must all have clear demands. Some quality policies (called service tenet by service enterprises) such as "survival by quality, development by products", "quality first, service first" and "catching up with the advanced level of the world or the same industry" are very suitable for enterprises to publicize, because they are highly summarized and have strong appeal. However, as far as the internal guidance activities of enterprises are concerned, such descriptions and generalizations are too general and need to be clear and specific. Generally, it includes the following aspects: (1) About product design quality. To determine the quality level of enterprise products, that is, the design quality of products, different enterprises can have different quality policies: ① The design quality has leapt to the leading level, products can be sold at high prices (high quality and good price) for a period of time, and enterprises can obtain excess profits); ② The products are highly reliable, competitive in the domestic market, and the price is the same as that of competitors, thus improving the service quality and making the sales exceed the competitors; (3) keep the products at a certain quality level, greatly reduce the manufacturing cost and appropriately reduce the sales price, so as to make small profits but quick turnover; (4) The product quality level is average, but it has many other functions, which can be used for multiple purposes and meet the requirements of users. Every enterprise must determine the design quality policy that should be adopted according to the market demand information and the conditions of personnel quality, technology, resources, environment and production capacity. (2) About the relationship with suppliers. Clarify the forms of cooperation with suppliers, such as determining the mode of supply acceptance, providing all kinds of technical and material assistance to suppliers with long-term cooperation, assisting suppliers to carry out quality assurance activities, and regularly investigating and evaluating their quality assurance capabilities. (3) Requirements of quality activities. The requirements of general enterprise quality activities are: all links should implement the principle of putting prevention first and serving users; (2) The technical department must provide the quality control department with solutions and specific measures to solve the key quality problems and improve product quality; ③ Establish the quality assurance organization and its functions required for formulating and implementing quality objectives and quality plans; (4) All departments should put forward written working procedures and practices for their quality functions; ⑤ Coordinate various quality activities; ⑥ Regularly check the completion of technical organization and implementation, and so on. (4) About after-sales service. Determine the general principles of sales and service for users, such as the business policy of the enterprise, the way of accepting orders and sales, technical service requirements, and the "three guarantees" and "three guarantees" of products. (5) Requirements for manufacturing quality, economic benefits and quality inspection. (1) specifies the requirements for improving the qualified rate or reducing the rejected rate; ② Requirements for quality cost analysis and control; ③ Procedure and authority of adaptive judgment; (4) Calculate the manufacturing cost and the price and profit of the improvement level. (6) others. Such as quality management education and training. Quality policy: The definition of quality policy is "the purpose pursued by quality". From the perspective of quality management theory, the theoretical basis of quality objectives is behavioral science and system theory. A.B.Maslow, a famous western philosopher, put forward the "hierarchy theory of human needs", that is, human needs can be divided into physiological needs, security needs, belonging and love needs, respect needs and self-realization needs. He believes that when a person's physiological needs and security needs are well met, he will gradually shift his focus to the needs of belonging and love, respect and self-realization. At this time, as an employee of the enterprise, I hope I can be recognized and accepted by the enterprise, I hope I can be competent for my work and make achievements, I hope I can be highly praised by others and enterprises, gain a certain reputation and achievements, and even reach the realm of self-development and perfection. Therefore, as the top manager and manager of an enterprise, to mobilize and stimulate the creativity and enthusiasm of employees, we must guide all employees to meet their high-level needs through the successful realization of their own quality objectives. Quality goal is based on the "incentive theory" in behavioral science, but it is developed with the help of system theory. According to the viewpoint of system theory, an enterprise is a purposeful system, which includes several purposeful subsystems, and the subsystems also include several purposeful subsystems. The systems of children and grandchildren are endless. Under the guidance of system theory, it is the core idea of quality goal to coordinate the activities of all departments and even everyone in the enterprise from the perspective of realizing the overall quality goal of the enterprise. Problems to be considered in formulating quality objectives In order to make quality objectives truly conform to the actual situation of enterprises and play a role in management, it is necessary to comprehensively consider the problems involved in quality objectives, which is one of the contents of quality planning. First, ensure that the quality objectives are consistent with the quality policy. Quality policy provides a framework for the formulation and evaluation of quality objectives, so quality objectives should be based on quality policy. The method of deriving quality objectives from quality policy can be adopted, that is, on the basis of fully understanding the essence of quality policy, specific objectives can be derived, such as: quality policy is: how many new products can be developed in a certain period of time through pioneering and innovation; The quality policy is: customer satisfaction can lead to how much customer complaint rate should be controlled, and so on. Second, we should fully consider the present situation and future needs of enterprises. You can't aim too high, you can't achieve it through hard work, and you can't achieve it easily without hard work. Such a goal has no incentive. Should consider "seek it, get it; Seek among them, get what you want ",in order to constantly stimulate the enthusiasm and creativity of employees and realize its value-added effect. Third, consider the requirements of customers and interested parties. In order to make the quality objectives of enterprises forward-looking, we should pay attention to the present situation and future of the market, fully consider the needs and expectations of customers and related parties, and consider whether they meet the requirements and satisfaction of all parties, so as to fully guide and meet the market demand. Fourth, consider the results of enterprise management review. If an enterprise has established a quality management system and conducted a management review, it is necessary to find problems in the process of management review, and put forward corrective measures to improve the quality objectives after reviewing the suitability, adequacy and effectiveness of the quality objectives, so as to make the quality objectives more targeted and play a better role. How to make quality objectives Quality objectives can be divided into medium and long-term quality objectives, annual quality objectives and short-term quality objectives according to time. According to the level, it can be divided into enterprise quality objectives, department quality objectives and team and individual quality objectives; According to the project, it can be divided into enterprise overall quality objectives, project quality objectives and special quality objectives. To set a reasonable enterprise quality goal, we must first make clear what problems exist in the enterprise, understand the advantages and disadvantages of the enterprise, and set the enterprise goal according to the present situation and future market prospect of the enterprise. First, find out the current weaknesses and problems of the enterprise. We can find out the problems and weaknesses of the enterprise through customer complaints, quality audit results, management review results, statistical analysis results, unqualified situations, corrective or preventive measures, etc. So as to find out the problems to be solved by the quality objectives, including unqualified, defects, deficiencies and the gap with the advanced. Second, analyze these problems and determine the scope of the problem. An enterprise may have many problems, but those are important and must be solved. We need to consider their impact on the enterprise to determine whether to formulate them in the enterprise quality objectives, and at the same time consider the time, personnel and resource allocation affected by these problems. So as to find out the problems that have great influence on the enterprise and formulate quality objectives. Third, the existing problems lead to quality objectives. Only when the quality objectives formulated according to the existing problems of enterprises are targeted and challenging can they be operable in the implementation process. For example, we find that the products of enterprises can't meet the market demand, and we need to innovate products, so we can set the quality goal of "developing some new products"; It is found that the product qualification rate is low, which can produce new qualification rate level points; It is found that the quality loss rate of enterprises is too high, and new quality loss rate standards can be formulated. Fourth, in order to make the enterprise quality objectives easy to implement and really play a role, the quality objectives we set must meet the following requirements: First, it includes the contents needed to meet the product requirements. That is, it should include not less than the quality requirements for products stipulated by customers and laws and regulations. Second, quality objectives should be measurable. Only in this way can we effectively evaluate whether the quality objectives have been completed or to what extent, and also evaluate the quality of their completion. Third, the challenge of quality objectives. Easy-to-achieve goals are often difficult to motivate, and if they are too conservative, they lose the significance of setting quality goals. But it cannot be divorced from the actual situation of the enterprise, but the higher the better. Quality objectives must be challenging and can only be achieved through hard work. Only in this way can quality objectives become the driving force for continuous improvement and realize its value-added function. Quality system: With the development of science and technology, the product structure is becoming more and more complex, and users and consumers have higher and higher requirements for product quality, especially for product reliability and safety. In addition, frequent international trade and the increase of trade volume will inevitably lead to a series of international problems such as product quality disputes and product quality responsibilities. In order to ensure the quality of products, promote and guide enterprises to improve the quality management level, ISO9000 series standards for quality management and quality assurance were officially released in 1987, and were adopted equivalently in China in 1988 and 1938+0 years, namely GB/T 65438. Quality system refers to the organizational structure, procedures, processes and resources for implementing quality management. The quality system can be divided into two types according to the different purposes of its establishment: one is the quality system established by the enterprise according to the requirements of the contract signed with the buyer to ensure the quality of the products to meet the requirements of the contract, and the quality system under this contract environment is often not perfect; The other is the quality system established by enterprises for their own needs, in order to gain the trust of users and consumers in product quality, obtain economic benefits and win the market. Quality system, also known as quality management system, is a set of interrelated or interactive elements to establish quality policy and quality objectives and achieve these objectives. The quality system consists of four parts: organizational structure, procedures, processes and resources. Organizational structure is a form that should be clearly established in enterprise management, which is used to perform its functions, stipulate its scope of authority and contact information, including the provisions of responsibilities. Responsibility refers to the work that every department and everyone in an organization or enterprise should do in the operation of the quality system, and the responsibility that they bear because they have not done well. Process is a group of related resources and activities that transform input into output, including the process of product quality formation; Measurement analysis and improvement process; Procedures such as resource management process are the prescribed methods to complete an activity. Resources and personnel are the hardware of quality system, including human resources and professional skills; Design and develop equipment; Manufacturing equipment; Inspection, testing and inspection equipment; Instruments and computer software. For an enterprise or organization, the quality system exists objectively, and the content contained in the quality system should meet the needs of quality objectives. Taking into account the differences in technical and management capabilities of enterprises and the types, structures, characteristics and environmental conditions of products, enterprises can choose and supplement the quality system according to their needs, so as to facilitate quality, adapt to market changes, ensure product quality and meet the needs of users and consumers for product quality. Excerpted from "/wiki/%E8% B4% A8% E9% 87% 8F% E4% BD% 93% E7% B3% BB" Quality control: The operating techniques and activities adopted to meet the quality requirements are called quality control. In other words, quality control is to eliminate the unqualified printing or unsatisfactory results at all stages of the quality loop by monitoring the quality formation process. In order to meet the quality requirements and obtain economic benefits, various quality operation technologies and activities are adopted. In the enterprise field, quality control activities are mainly the on-site management of production within the enterprise, which has nothing to do with the existence of contracts. Refers to the control technical measures and management measures taken to achieve and maintain quality. Quality inspection belongs to quality control and is an important activity of quality control. The operation procedures and supervision requirements of witness point and stop point in quality control are as follows: (1) The construction unit will notify the supervision engineer in writing a certain time before arriving at the witness point, explaining the time when it will arrive at the witness point to prepare for construction, and then invite the supervision personnel to witness and supervise. (2) After receiving the notice, the supervision engineer shall indicate the date of receiving the notice on the "Construction Tracking Document" and sign it. (3) The supervisor shall witness at the appointed time. Supervisors should supervise and inspect the implementation process of witness points, and make detailed records on the witness form before signing. (4) If the supervisor fails to be present to witness within the specified time, the construction unit may consider that it has been approved by the supervision engineer and has the right to carry out the construction. (5) If the supervisor has visited the site before and written relevant opinions on the "Construction Tracking Document", the construction unit shall explain the improvement measures or specific opinions that have been taken. [Edit] Stop point Stop point is a more important quality control point than witness point. Usually it is aimed at "special process" or "special process". Any control object listed as a stop point must notify the supervisor to send someone to monitor the control point before the designated control point arrives. If the supervisor fails to go to the site for supervision and inspection at the agreed time, the construction unit shall stop the corresponding process of entering the control point as stipulated in the contract and wait for the supervisor. Without approval, activities beyond this point are not allowed. It is usually approved in writing to continue, but it can also be approved according to the agreed authorization system. Witness point and stop point are usually defined by the project contractor in the quality plan, but the construction unit shall submit the construction plan and quality to the supervision engineer for approval. If the supervision project has different opinions on the setting of witness points and witness stations, it shall notify the construction unit in writing, request modification, and report to the supervision project for approval before implementation. From "/wiki/%E8% B4% A8% E9% 87% 8F% E6% 8E% A7% E5% 88% B6", quality assurance: all planned and systematic activities implemented in the quality system and verified as required to convince people that an entity can meet the quality requirements are called quality assurance. Obviously, quality assurance is generally applicable to occasions with contracts, and its main purpose is to convince users that products or services can meet the specified quality requirements. If the given quality requirements can not fully reflect the needs of users, quality assurance can not be perfect. Quality assurance is divided into internal quality assurance and external quality assurance. Internal quality assurance is a means of enterprise management, aiming at gaining the trust of enterprise leaders. External quality assurance is a means for suppliers to win the trust of buyers in the contract environment. Therefore, the content of quality assurance is by no means simply to ensure quality. More importantly, it is necessary to provide sufficient and reliable evidence through a series of planned and organized evaluation activities on the quality system elements that affect quality, so as to gain the trust of enterprise leaders and demanders. Of course, quality assurance is based on quality control. Without quality control, there is no quality assurance. Sometimes, quality control activities and quality assurance activities are related (see the figure below). The squares in the above picture represent all the quality management work. To implement quality management, we must first formulate quality policies, and at the same time plan, design and establish a scientific and effective quality system. To establish a quality system, we should establish a quality management organization, clarify its responsibilities and authority, and then carry out quality control activities and internal quality assurance activities. Quality control activities are operational techniques and activities, while internal quality assurance activities are carried out to gain the trust of enterprise leaders. There is a virtual S-shape between the two activities, which shows that it is difficult to distinguish clearly, while the virtual circles of large and small indicate that the activities and work in the square are quality management. If solid circles are used, they are separated from quality management. The diagonal part of the arc represents external quality assurance activities, which only occur when there are quality assurance requirements in the contract or regulations. This external quality assurance activity is carried out to gain the trust of the buyer. The arc part covers a square, which vividly shows that external quality assurance can only be based on internal quality management of enterprises, that is, the quality assurance system should be based on the quality management system. Without quality management and quality control, there is no quality assurance. Without a quality management system, it is impossible to establish a quality assurance system. Through quality control and quality assurance activities, the weak links and existing problems in quality work are found, and then targeted quality improvement measures are taken to enter a new round of PDCA cycle of quality management, and the results of quality management are continuously achieved. Quality planning: The basic working method proposed by GB/T 19000-ISO 9000 family standard is: firstly, formulate quality policy, formulate quality objectives according to the quality policy, determine work contents (measures), responsibilities and authorities according to the quality objectives, and then determine procedures and requirements before putting them into practice. This series of processes is the process of quality planning. Quality planning is a part of quality management, which is committed to setting quality objectives and specifying the necessary operation process and related resources to achieve the quality objectives. Quality management is to guide and control quality-related activities, which usually includes establishing quality policy and quality objectives, quality planning, quality control, quality assurance and quality improvement. Obviously, quality planning belongs to "guiding" quality-related activities, that is, "guiding" quality control, quality assurance and quality improvement activities. In quality management, the position of quality planning is lower than the formulation of quality policy, which is the premise of formulating quality objectives and higher than quality control, quality assurance and quality improvement. Only through quality planning can quality control, quality assurance and quality improvement have clear goals and objectives and practical measures and methods. Therefore, quality planning is an indispensable intermediate link in many activities of quality management, and it is a bridge and link between quality policy (which may be "virtual" or "soft" quality management activities) and specific quality management activities (which are often regarded as "real" or "hard" work). No matter what form the content of quality planning takes, the content of quality planning must include: ① setting quality objectives. Any kind of quality planning should formulate specific quality objectives according to the requirements of its input quality policy or quality objectives at the next higher level, as well as the needs and expectations of customers and other interested parties. (2) determine the way to achieve the goal. In other words, determine the process needed to achieve the goal. These processes may be linked, from one process to another, and finally to the realization of the goal. It may also be parallel, and the result of each process points to the realization of the goal. It may also be a combination of the above two methods, both chain process and parallel process. In fact, the realization of any quality goal requires a variety of processes. Therefore, in quality planning, we should fully consider the required process. ③ Determine relevant responsibilities and authorities. Quality planning is a kind of pre-arrangement and deployment of related processes, and any process must be completed by personnel. The difficulty and focus of quality planning is to implement quality responsibility and authority. If the quality function involved in a process is not clear and there is no specific provision in the document (in fact, it is very common), there will be buck passing. ④ Determine other required resources, including personnel, facilities, materials, information, funds and environment. Please note that not all quality plans need to identify these resources. Only those new, special and necessary resources need to be included in the quality planning. ⑤ Determine the methods and tools to achieve the goal. This is not to say that all quality plans are needed. Generally speaking, specific methods and tools can be selected by departments or personnel who undertake quality functions. However, if the quality function or process is a new job or needs to be improved, it is necessary to determine the methods and tools used. ⑥ Determine other planning requirements. Including the completion time of quality objectives and specific measures (that is, the established process), the method of inspection or evaluation, the index of evaluating its performance, the reward method after completion, the required documents and records, etc. Generally speaking, the completion time is essential and should be determined. Other planning requirements can be determined according to the specific situation. Quality plan: The definition of "quality plan" is "a document that specifies special quality measures, resources and activity sequence for a specific product, project or contract". Definition: 1. The object of quality planning is a specific product, project or contract. 2. The content of the quality plan shall specify special quality measures, resources and activity sequence. 3. The quality plan should be consistent with the requirements of the quality manual, which can refer to the relevant parts of the manual applicable to specific situations. 4. The quality plan should form a written document, which is an integral part of the quality system document. Quality planning is usually the result of "quality planning". It is a document aimed at specific objects, and it is the content of the quality plan of "activities to determine the objectives and requirements of quality and adopt quality system elements" 1. Define its scope and purpose (applicable products and projects; Special requirements and validity period) and the quality objectives to be achieved; 2. Organize the steps of each process in actual operation (the process requirements can be represented by flow charts or similar charts); 3. Specific allocation of responsibilities, authorities and resources related to different stages of the project; 4. Specific recording procedures and instructions adopted; 5. Outline of inspection, testing, inspection and audit applicable to appropriate stages; 6. With the progress of the project, change and improve the documented procedure of the quality plan; 7. Measurement methods and measures to achieve quality objectives. The function of the quality plan is 1. It is a tool to ensure that the requirements of a specific product, project or contract are properly included in the quality plan when used in an organization; As far as the contract is concerned, the quality plan can prove to its customers that the specific requirements of the specific contract have been fully expounded. 2. It can replace or reduce the use of other quality system documents in specific products, projects or contracts, and simplify site management. 3. If there is a contract, a quality plan shall be prepared before the contract is signed, and the contract shall be submitted as part of the quality document.