As we all know, products are "the result of process", which can be divided into four categories: service, software, hardware and process materials. Generality of quality: within the scope of the quality management system, the relevant parties of the organization can put forward requirements for the products, processes and systems of the organization. Products, processes and systems have inherent characteristics, so quality refers not only to the quality of products, but also to the quality of processes and systems. The concept of quality can be divided into three categories: 1. The concept of conformity quality: based on the degree of "conformity" with the current standard. 2. The quality concept of applicability: based on the suitability to the customer's demand. 3. Generalized concept of quality: quality is the degree to which a set of inherent characteristics meet the requirements. The narrow concept of product quality refers to tangible finished products (such as pens and cups). Generalized product quality refers to: hardware, services (such as express delivery, tourism activities, etc. ), software (such as video games, dictionaries, etc. ) and processing materials such as cooking oil and coal. According to Robert B. Handfield's definition of quality in Procurement and Supply Chain Management: "The total combination of product and service characteristics of marketing, engineering, manufacturing and maintenance, through which the products or services in use will meet or exceed customers' expectations." Product quality includes intangible product quality besides physical products, that is, service product quality. Service quality is also product quality.

There are standards. According to Feng's expert research. /Huo headhunting company, the basic methods of quality data and analysis and statistics have a wide meaning, which can be technical, economic, social, psychological and physiological. Generally speaking, various technical and economic parameters reflecting the purpose of product use are often regarded as quality characteristics. Mainly divided into product internal quality and product appearance quality. Generally speaking, product quality refers to the relevant national laws and regulations, quality standards and the requirements for product applicability, safety and other characteristics stipulated in the contract. Quality characteristics distinguish different uses of different products to meet people's different needs. People measure the quality of industrial products according to the degree to which these characteristics meet the needs of society and people.

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According to the international standard Quality Management and Quality Assurance Terminology (ISO 8402- 1994) formulated by the International Organization for Standardization, product quality refers to a product "reflecting the sum of an entity's ability and characteristics to meet explicit and implicit needs". Although this definition refers to the product quality of tangible material products, it still applies to intangible database products. Specifically, the product quality of database products should meet the following standards: authenticity: authenticity requires that the database content provided by database producers or sellers should be objective facts, not fabricated or fabricated. For example, the telephone number database requires that the telephone numbers in it should really exist. Accuracy: Accuracy requires that the database content provided by the database producer or seller should not only be true, but also ensure the product quality.

Accurate. Accuracy requires that the contents of the database provided by the database manufacturer or seller conform to their contractual commitments. Integrity: Integrity requires the database content provided by the database producer or seller to be as comprehensive as possible on the basis of truthfulness and accuracy. Integrity also requires that the contents of the database provided by the database manufacturer or seller conform to their contractual commitments. Feasibility: Feasibility requires that the database provided by the database producer or seller should properly handle the content for users to retrieve, and be equipped with reasonable retrieval means, so that the database can meet the needs of users' specific environment (unauthorized environment and non-digital environment), provide comprehensive solutions and means for knowledge mining and information processing, and make maximum use of users' knowledge and information resources. Feasibility also requires that the contents of the database provided by the database manufacturer or seller conform to their contractual commitments. Legality: Legality requires that the contents of the database provided by the database producer or seller are legal, and there is no content that violates the national laws and infringes on other people's copyright, privacy and other civil rights.

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Product quality is composed of various elements, which are also called product characteristics and characteristics. Different products have different characteristics, and their sum constitutes the connotation of product quality. Product quality requirements reflect the characteristics of products and their ability to meet the requirements of customers and other interested parties. Customers and other quality requirements often change with time, which is closely related to the continuous progress of science and technology. These quality requirements can be transformed into characteristics and characteristics with specific indicators, which usually include performance, safety, availability, reliability, maintainability, economy and environment. The usability of a product refers to its ability to achieve its intended purpose or specified use under certain conditions. Any product has its specific purpose or use. Product safety refers to the ability to protect human health and personal and property safety during use, storage, transportation and sales. The reliability of products refers to the degree and ability of products to complete the specified functions under the specified conditions and within the specified time. Generally speaking, functional efficiency, average life, failure rate, mean time between failures, mean time between failures and other parameters can be used for evaluation. Maintainability of a product refers to the ability to quickly repair and restore its functions after a product failure. Usually expressed by parameters such as average repair time. The economy of products refers to the degree of cost paid or consumed in the design, manufacture and use of products. At the same time, it also includes the degree to which it can obtain economic benefits, that is, the efficiency of input and output.

Edit this product quality problem case.

Product quality is related to people's life, health and property safety. In recent years, a few unscrupulous businessmen have produced fake and shoddy products, which have harmed the people. (1) In 2007, a freshman of a university in Northeast China bought a thermos bottle, and the bottom of the thermos bottle fell off, and the boiling water burned his right foot. The quality of this product

A freshman bought a thermos without knowing it at all. As a result, there is something wrong with the thermos bottle, and the responsibility lies with the merchant. The boss finally accepted the claim for compensation from the freshman. (2) The "Black Heart Cotton Incident" in 2002 shocked the whole country. Regenerated quilts are used to make cotton-padded clothes, quilts and other people's daily necessities, which has become what people commonly call "black heart cotton". There is a lot of dust, which is easy to cause great harm to human body after being washed by some chemicals such as sulfuric acid. Therefore, in 2002, the General Administration of Quality Supervision, Inspection and Quarantine issued the Measures for the Administration of Prohibiting the Use of Raw Materials for Flocculent Fiber Products, and recycled quilts were listed as prohibited raw materials for flocculent fiber products. But there are still a few lawless elements who are desperate. (3) In 2002, hundreds of tons of "poisoned rice" were found in Guangdong and Guangxi. According to the test results of "poisoned rice" samples, the aflatoxin content seriously exceeded the standard. Excessive consumption of food contaminated with aflatoxin can lead to pulmonary edema and coma within 2 to 3 weeks. (4) 1998 65438+ 10 In October, a "1.26" counterfeit wine case shocked the whole country in Wenshui County, Shanxi Province, causing 22 deaths. The suspect blended liquor with industrial alcohol containing highly toxic methanol and sold it. He was finally sentenced to death. (5)199565438+In February, a citizen of Hunan went to a hot pot restaurant with his family, and the inferior gas stove suddenly exploded. Extensive burns on the face lead to disfigurement. (6) The popular "fried stinky tofu" is also unsafe. In 2007, more than a dozen stinky tofu factories in Shenzhen pickled tofu with feces in order to increase the odor of tofu. The prepared tofu should be wrapped in cloth and buried in the dunghill. Three industrial and commercial personnel vomited on the spot when they went to investigate. In addition, in order to dye, illegal traders also added toxic ferrous salts to stinky tofu. (7) The "gutter oil" incident in 2006 "gutter oil" is a kind of non-edible oil with poor quality and unsanitary, which contains many toxins. If it flows into the river, it will cause eutrophication of the water body. Once eaten by people and animals, it will destroy white blood cells and digestive tract mucosa, cause food poisoning and even cause cancer. For a long time, some lawless elements, driven by interests, illegally extracted gutter oil from sewers and hotel wastewater and sold it as edible oil to some small street restaurants at low prices.

Edit this paragraph "improvement and improvement"

Xie Ning method originated in the United States, and it is especially suitable for "quickly/effectively" solving the engineering and quality problems in the manufacturing process. As a systematic problem-solving method, it has the advantages of easy mastery, no complicated statistical requirements, simple calculation, strong pertinence, low cost, fast speed and thorough problem-solving. "Without Deming, there would be no American philosophy of quality; Without Zhu Lan, the United States would have no quality direction; Without Xie Ning, the quality problems in the United States cannot be solved. " . This famous American saying sums up the contributions of the three greatest quality masters. Xie Ning's method is caused by too strict intellectual property protection, which most people still don't know. This course will focus on the basic application of Xie Ning method in solving technological process and quality problems. Teacher profile: Yang Zhen, 1997, graduated from department of mechanical engineering, Nanjing University with a master's degree. In 2003, Mr. Yang joined a Fortune 500 company as the quality manager of China District, during which he was certified as an auditor of ISO/TS 16949, and began to contact 6. In 2004, he was certified as a Six Sigma Black Belt by Motorola, and the following year he was promoted to be a Six Sigma Black Belt Master in Asia Pacific, responsible for the introduction, implementation and management of Six Sigma in eight companies in Asia Pacific. In 2005, he won the global president award of American-funded companies for his outstanding achievements. In 2007, he was elected as the chairman of Six Sigma/Lean Manufacturing/Quality Management Branch by American Chamber of Commerce in Shanghai. Mr. Yang has a solid theoretical foundation and rich practical experience, which can help the company bring tangible benefits. Course outline on how to improve and improve product quality: 1. Overview of Xie Ning method 2. Analysis of measurement system and several basic concepts. Basic tools for finding clues (1) 4. Basic tools for finding clues (2) 6. Advanced tools for finding clues and Xie Ning Doe.

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Intrinsic quality of products

Product quality exemption certificate Product quality refers to the characteristics that a product has to meet the needs of social production and life consumption, and is the concrete embodiment of the use value of the product. It includes the internal quality and external quality of products.

The inherent quality of a product refers to its inherent attributes, including performance, life, reliability, safety and economy. Product performance means that the product has physical, chemical or technical properties suitable for users' requirements, such as strength, chemical composition, purity, power and rotation speed. Product life refers to the service life of the product under normal conditions, such as the service life of the house, the service time of the electric lamp and TV picture tube, the flashing times of the flash lamp, etc. Product reliability refers to the characteristics that the product can be used trouble-free in a specified time and under specified conditions, such as trouble-free use of TV sets, accurate timing of clocks and watches, etc. Product safety refers to the degree of safety protection of products to people and the environment during use, such as the safety of water heaters, the explosion-proof property of beer bottles, and the conductive safety of electrical products. Product economy refers to the total cost in the product economic life cycle, such as the power consumption of household appliances such as air conditioners and refrigerators, and the fuel consumption of automobiles per 100 kilometers.

Product appearance quality

The appearance quality of products refers to the external attributes of products, including the smoothness, shape, color and packaging of products, such as the shape, color and smoothness of bicycles. Compared with the appearance quality characteristics, the internal quality of products is primary and basic, and the appearance quality is meaningful only on the premise of ensuring the internal characteristics.

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international standard

The product quality inspection report shows that the quality of products has different characteristics, and the evaluation of these characteristics will be different because of the different scales people have mastered. In order to avoid the influence of subjective factors, there needs to be a basic basis and a unified scale in the production, inspection and evaluation of product quality, which is the product quality standard. Product quality standard is to quantitatively specify the main internal quality and external quality of products according to the technical requirements of product production, that is, to uniformly specify some main technical parameters. It is the basic basis for measuring product quality and the unified standard for enterprises to produce products. The product quality standards adopted in China are: those stipulated by some international organizations such as the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), or those stipulated by some influential companies and recognized by international organizations. Actively adopting international standards or foreign advanced standards is an important technical and economic policy in China at present, but the technical parameters obtained during the import inspection of some products cannot be mistakenly regarded as international standards or foreign advanced standards, and these parameters are only reference materials for analyzing product quality.

national standard

It is a national unified product quality standard, mainly formulated for some important products. Ministerial standards (industry standards) refer to the product quality standards uniformly used by a certain industry in the country. Standards independently formulated by enterprises and approved by the higher authorities or the Bureau of Standards. Where there are no national standards or ministerial standards for products that are formally mass-produced, enterprise standards must be formulated. Enterprises can formulate product quality standards higher than national standards and ministerial standards, or directly adopt international standards and advanced foreign standards.

Enterprise standard

However, enterprise standards shall not conflict with national standards and ministerial standards. Comparing the actual quality level of products with the specified quality standards, products that meet or exceed the standards are called qualified products, and those that do not meet the quality standards are called unqualified products. Qualified products are divided into first-class products and second-class products according to their degree of meeting quality standards. Unqualified products include defective products and waste products.

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The quality characteristics of general industrial products can be roughly divided into the following seven aspects: (1) material aspects, such as physical properties and chemical composition. (2) Operation and operation, such as whether the operation is convenient, whether the operation is reliable and safe, etc. (3) the structure, such as whether the structure is light and convenient for processing, maintenance and repair. (4) Time, such as durability (service life), accuracy maintenance and reliability. (5) Economic aspects, such as efficiency, manufacturing cost and use cost (oil consumption, electricity consumption and coal consumption). (6) Appearance, such as elegant appearance and packaging quality. (7) Psychological and physiological aspects, such as the comfort of car seats and the noise level after the machine is started. Some quality characteristics of industrial products can be directly quantified, such as strength, chemical composition, hardness and service life of steel. They reflect the real quality characteristics of this industrial product. But in most cases, quality characteristics are difficult to quantify, such as easy to operate, light, comfortable, beautiful and generous. Therefore, it is necessary to carry out comprehensive and individual experimental research on products and determine some technical parameters to indirectly reflect the quality characteristics of products, which are called substitute quality characteristics abroad. Quality characteristics, whether directly or indirectly quantified, should accurately reflect the objective requirements of society and users for product quality characteristics. The technical and economic parameters reflecting the main characteristics of industrial product quality are clearly defined and technical documents are formed, which is the quality standard (or technical standard) of industrial products.

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Quality function

Quality function refers to the sum of all activities in the process of product quality production, formation and realization. The activities contained in the quality function are not only implemented by various departments within the enterprise, but also by suppliers and customers outside the enterprise. All these activities contribute to or affect the quality of products. Generally speaking, there are differences and connections between quality function and quality responsibility. Quality function is the attribute and function of quality activities put forward for the need of process control, and it is a response to the objective law of quality formation, which is scientific and relatively stable. Quality responsibility is to realize the quality function, and to implement the specific division of quality work put forward by departments, posts and individuals through responsibility, right and benefit. Therefore, it has artificial stipulation. It can be considered that quality function is the basis of formulating quality responsibility, and quality responsibility is the way or means to implement quality function. According to the concept of quality function, all links in the process of product quality generation, formation and realization are distributed in the main functional departments of enterprises. The basic problem to be solved in quality management is to effectively plan, organize, coordinate, inspect and supervise the quality function activities scattered in various departments of enterprises to ensure and improve product quality. Several important links of quality function are: market research studies quality function, mainly to conduct market research and grasp the needs of users; Analyze the market trend and grasp the competitive situation; Study the market environment and make market forecast. The function of product design quality is to transform customers' needs into technical specifications of materials, products and processes. The function of purchasing quality is to provide "early warning" guarantee for product quality. The function of manufacturing quality is to produce products that meet the design quality standards stably and economically by controlling the process variables such as operators, machinery and equipment, materials, methods, measuring means and environment in the production process. The quality function of inspection is to guarantee, report, supervise and prevent product quality. The quality function of the use process (including a series of activities such as packaging, transportation, inventory, sales, installation, use and after-sales service) is mainly to actively carry out pre-sales and after-sales services and collect quality information on the use site. A correct understanding of the meaning of quality function is a necessary prerequisite for understanding and understanding the whole process of quality formation and its regularity.

Law of product quality formation

This problem is directly related to the theoretical basis of quality management, and its importance is self-evident. However, for this seemingly simple problem, people have gone through a long and arduous historical exploration process. Now, people have realized that product quality is not a simple test or advertisement. If we only rely on strict inspection before leaving the factory to ensure product quality, it may not only seriously damage the economic benefits of enterprises, but also, in a sense, inspection is a waste of resources. If we only rely on media advertising to shape the quality image of enterprise products, then when the true face of product quality is seen through by market customers, the future of products and the image of enterprises will be destroyed. Then, can the quality of the product be considered as produced? If the creativity of product design and development deviates from the actual market demand, or the function and quality target of product design are not properly positioned, or the sales orientation and service of the product are not satisfactory, then even if the production process fully meets the compliance requirements, the product still cannot well meet the explicit and implicit requirements of customers. From the customer's point of view. The quality of this product is still unsatisfactory. Obviously, product quality is the result of the whole process of product realization. Product quality has a process from production, formation to realization, and every link in this process directly or indirectly affects product quality. These links are the quality functions mentioned above. In order to express the regularity of product quality formation, Zhu Lan, an American quality management scientist, put forward the quality spiral model. The so-called mass spiral is a conceptual model to express the interactive activities that affect quality, and it is a spiral curve. It links all quality functions in the whole process in a logical order to show the whole process of product quality formation and its regularity. Usually called "Zhu Lan quality spiral" or "quality ring", it generally includes market research, new product design and development, process planning and development, procurement, manufacturing, inspection, packaging and storage, product sales, etc. In the Zhu Lan quality spiral, every link of product quality from its production, formation to realization is interdependent, mutually restrictive and mutually promoting, and it is constantly circulating. Every cycle, the product quality will be upgraded to a higher level.

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social meaning

The social significance of improving quality emphasizes the far-reaching influence of quality on society. Dr feigenbaum used "no choice" (in technical terms, "zero redundancy") to describe the social significance of quality. He pointed out: "People's daily lives and schedules depend entirely on whether the performance of products or services is satisfactory ... which greatly improves customers' requirements for the durability and reliability of products or services." On the one hand, emphasizing the "social significance of quality" lies in the fact that the cost of quality and safety accounts for an increasing proportion of the gross national product. This cost increases the burden on the manufacturer in the form of quality cost, accounting for about 10% of its total sales. Quality problems also have a great impact on buyers and businessmen. The cost of maintaining and using products by buyers may be equal to or greater than the profit rate. On the other hand, it is the relationship between quality and the productivity level of the whole country. The quality of products or services is not only the main factor that determines the development quality, economic strength and competitive advantage of enterprises, but also the competitive ability and economic strength of a country.

economic meaning

Dr Zhu Lan put forward the concept of "quality and comprehensive productivity" to illustrate the economic significance of quality. He believes that the new working forms in modern factories, enterprises and offices, as well as the requirements for quality in modern markets, are expanding the scope of the concept of productivity. The traditional concept of productivity is mainly based on factories, focusing on "products that provide more products or services for people who invest unit resources". The modern concept of productivity centers on the market and focuses on "getting more, more marketable and better products or services with the input of unit resources". There are fundamental differences between them in management objectives, units for measuring management performance, and key points of productivity planning.

Significance of improving competitive advantage

The market significance of improving quality means that quality is the most important factor to determine the competitive advantage of enterprises. Quality is the most critical strategy in the market competition. Whoever can provide users with satisfactory products or services in a flexible and fast way (regional and global) will win the competitive advantage in the market. It is found that market share is the main source of profit. But the continuous market share mainly comes from the leading position of "the relative quality of products or services perceived by customers". "Relative" means that compared with competitors, "wise" means looking at the problem from the standpoint of users rather than manufacturers. Relative quality is the most important factor affecting the (long-term) achievement of a business unit, and when we study how to keep the leading position in value, we will find that the change of relative quality has a much greater impact on market share than the change of price. The most prominent manifestation of the market significance of quality is that market competition has decisively changed from "price competition" to "quality competition". The three factors that affect users' purchase: price, quality and delivery method (delivery date and place) have become quality, delivery method and price. Quality has become the primary factor that determines users' purchase, and "quality competition" is replacing "price competition" to some extent.