TQM, abbreviated as TQM, was first put forward by feigenbaum. He defined TQM as "an effective system that integrates the research, design, manufacturing and after-sales service of various departments in an enterprise in order to fully meet the requirements of customers at the most economical level".
The comprehensiveness of TQM determines that the content of TQM should include the quality of four processes: design process, manufacturing process, auxiliary process and use process.
First, the content of quality management in the design process
The quality management of product design process is the primary link of total quality management. The design process referred to here includes market research, product design, process preparation, trial production and appraisal (that is, all technical preparation processes before the product is officially put into production). The main work contents are as follows:
1, through market research, according to user requirements, scientific and technological information and business objectives of enterprises, formulate product quality objectives. The design goal of product quality should come from the market demand (including potential demand) and should be consistent with the requirements of users; It should be advanced to some extent. If possible, try to adopt international advanced standards.
2. Organize the "three-in-one" review and verification with the participation of sales, use, scientific research, design, technology, system and quality control departments to determine the appropriate design scheme. Different design schemes reflect different quality levels or design grades of the same product. Products with different quality levels will inevitably lead to differences in cost and price. The price of any product is usually limited. When the price exceeds a certain limit, the number of users will decrease. In order to improve the product quality level (design level), the rising trend of cost is almost infinite. Therefore, from the economic point of view, choosing a suitable design scheme has a problem of the best level of product quality.
3. Ensure the quality of technical documents. The technical documents mentioned here include design drawings, product formulas, technological procedures and technical data, which are the results of the design process and the basis of production technology activities and quality management in the manufacturing process. This requires the technical documents themselves to ensure the quality. The quality requirements of technical documents are correct, complete, unified and clear. In order to ensure the quality of technical documents, the registration, storage, copying, distribution, recovery, modification and cancellation of technical documents should be handled in accordance with the prescribed procedures and systems; It is necessary to centralize the right to modify technical documents and establish a strict system of approval and countersignature for modification; Establish a scientific technology classification and storage system; Technical documents delivered for use should be "borrowed" and replaced with new ones.
4. Do a good job in standardization review. Standardization, generalization and serialization of product design are not only conducive to reducing the types of parts, expanding production batch, improving the quality of manufacturing technology and ensuring product quality; But also is beneficial to the design workload and greatly simplifies the preparation work of the production process. Therefore, doing a good job of standardization review should also be a work content of quality management in design process.
5. Supervise and abide by the working procedures of design and trial production. To do a good job in the design and trial production of new products, it should be carried out in accordance with scientific design and trial production procedures. Generally, such working procedures are: research, test, product design, sample trial-production test and related process preparation, sample identification, finalization, small-batch trial-production and related process preparation, small-batch identification and process determination. Enterprises should ensure the completion and confirmation of the previous work before entering the next stage. It is very harmful to violate this process at will and engage in design, trial production and production in different stages.
Second, the content of quality management in the manufacturing process
The manufacturing process here refers to the process of directly processing products. It is the basis of product quality and the basic link of enterprise quality management. Its basic task is to ensure the manufacturing quality of products and establish a production system that can stably produce qualified products and high-quality products. The main work contents are as follows:
1, organize quality inspection. It is required to strictly control the quality of each working procedure, ensure production according to quality standards, and prevent unqualified products from being transferred to the next working procedure and production. Generally, it includes raw material incoming inspection, inter-process inspection and product ex-factory inspection.
2. Organize and promote civilized production. Organizing and carrying out civilized production is an important condition for scientifically organizing modern production and strengthening quality management in manufacturing process. It requires: reasonably organize the production process, improve the production rhythm and realize balanced production; We should have strict process discipline and form the habit of consciously observing it; Work-in-process is packed neatly and stored safely; The equipment is clean and in good condition; Tools are stored in an orderly manner; The workplace has reasonable layout, fresh air, good lighting, bright and harmonious surrounding colors and moderate noise.
3. Organize quality analysis and grasp the quality trend. Analysis should include waste (or nonconforming product) analysis and finished product analysis. The purpose of waste analysis is to find out the reasons and responsibilities, discover and master the regularity of waste, so as to take measures to prevent and eliminate it. The analysis of finished products is to fully grasp the trend of products reaching quality standards, so as to improve and improve product quality. Generally speaking, quality analysis can be divided into two categories from some specified quality indicators: one is product quality indicators, such as product grade rate and product life; The other is work quality indicators, such as scrap rate and unqualified product rate.
4. Organize process quality control and establish management points. Process quality control is an important means to ensure the stability of product quality in manufacturing process. It requires that nonconforming products can be found and predicted before they occur, and can be handled and controlled in time to effectively reduce and prevent the occurrence of nonconforming products. Management points should be established for organizational process quality control. Management point means that on the basis of comprehensive analysis of each process in the production process, it is clearly stipulated that the key processes or key parts that need special strengthening and control in a certain period and under certain conditions are the key objects of quality management. We should use all necessary means and methods to strengthen management. The purpose of establishing management points is to make the quality control work of manufacturing process clear and focused, to make production in a management state of certain operating standards, and to ensure the stability and good quality of working procedures.
Generally, one of the following processes is the management point: a) key processes or positions, that is, processes or positions that affect the main performance and use safety of products. B) the process of unstable quality. C) the process of more nonconforming products. D) The process itself has special requirements. E) Processes that have a significant impact on subsequent processing or assembly. F) Bad items generally reflected by users or fed back after testing.
Organizing process quality control should also strictly implement process discipline and emphasize civilized production. In practice, statistical methods such as control chart are commonly used in process quality control.
Third, the content of auxiliary process quality management
The auxiliary process here refers to the process of providing various materials and technical conditions to ensure the normal operation of the manufacturing process. It includes material procurement and supply, power production, equipment maintenance, tool manufacturing, warehouse storage and transportation services. Many quality problems in the manufacturing process are often related to the work quality of these departments. The basic task of auxiliary process quality management is to provide quality service and good material and technical conditions for ensuring and improving product quality. Its main contents are: do a good job in quality management of material procurement and supply (including outsourcing preparation), ensure procurement quality, strictly check and accept incoming goods, and provide all kinds of materials (including raw materials, auxiliary materials, fuel, etc.). ) Quality and quantity are required for production on time; Organize equipment maintenance and keep the equipment in good technical condition; Do a good job in quality management of tool manufacturing and supply. On the other hand, the quality management of enterprise material procurement will become more and more important, because the quality of raw materials and purchased parts obviously affects the product quality of this enterprise. Especially in the electronics industry, this influence will play a decisive role in the final product. In the product cost of industrial enterprises, general raw materials and spare parts account for a large proportion, mechanical products generally account for 50%, chemical products generally account for 60%, and steel products account for 70%. Therefore, the price of purchased raw materials and spare parts, as well as whether they can be delivered on time, will also directly affect the economic benefits of this enterprise.
Therefore, enterprises should attach importance to the quality management of this auxiliary process. The main contents of material procurement quality management are:
A) formulate purchasing policies.
B) Determine the source of goods, "shop around" and choose the best.
C) qualification of suppliers.
D) Coordinate the specification requirements with suppliers.
E) Make inspection plan, select sampling scheme and conduct incoming inspection.
F) Establish a communication system with suppliers.
G) formulate the nonconforming product handling procedure.
H) Quality rating of suppliers, etc.
Fourth, the application of process quality management content
The use process is the process of testing the actual quality of products, the continuation of internal quality management of enterprises, and the starting point and foothold of total quality management. The basic task of quality management in this process is to improve service quality (including pre-sales service and after-sales service), ensure the actual use effect of products, and constantly urge enterprises to study and improve product quality. Its main work contents are: to carry out technical service work and deal with the quality problems of ex-factory products; Investigate the product use effect and user demand.
1, provide technical services. In order to improve the competitiveness of products in the market, some domestic and foreign enterprises have changed from "Yemen does not return goods" to "goods go out and serve home" now. In order to highlight the quality of service, they changed some statements, such as "I sell to you" in the past, "I produce for you" now, and even put forward the slogan "Everything is for users", and users are God. Although these statements are exaggerated, they also show that they attach great importance to users' opinions, especially on quality. Enterprises regard user satisfaction as a decisive factor for their own survival and development.
2. Seriously deal with the quality problems of ex-factory products. When users raise objections to the quality of their products, many enterprises do not shirk their responsibilities, but deal with them seriously and promptly, which can not only eliminate users' dissatisfaction, but also save the negative impact. For the product quality problems raised by users, these enterprises first treat them warmly and investigate them in time. If they are caused by improper use or improper use, they patiently help users master the use technology and operation essentials; If it is caused by manufacturing reasons, be responsible for timely repair, replacement or return. Major quality accidents caused by manufacturing reasons are often investigated and handled by the person in charge of the enterprise; Causing serious economic losses, enterprises should also take the initiative to be responsible for economic compensation.
3. Investigate the use effect of products and user needs. The purpose of the investigation is to understand and collect the following information: a) Whether the ex-factory products really meet the specified quality standards in actual use, although they have been tested. B) Although the product has reached the quality standard in use, whether it has reached the expected quality target in design. C) Apart from the expected quality objectives, what other requirements have not been considered in use? D) With the development of production and the continuous improvement of people's quality of life, what new requirements users may put forward in the future is worth looking forward to.
The survey method can be a typical survey or a general survey. The survey forms are as follows: a) Business leaders lead a team to visit users regularly and in a planned way to listen to their opinions and needs. B) In the product manual, a quality questionnaire is attached, and users are requested to fill it out and send it back. C) Establish regular contact with professional maintenance departments, such as the maintenance department of durable household appliances, and ask them to provide product quality and damage rules in use. D) Establish long-term usage records of key users. E) at the place of use.
TQM is an effective system, in which all departments of an enterprise make comprehensive efforts to develop, maintain and improve quality from the perspective of consumers' complete satisfaction, so as to produce and serve most economically.
1. Characteristics of Total Quality Management in Japan
-regard total quality management as a revolution in enterprise management thought, with strong purpose and great effect;
—— QC group activities in which all departments and employees of the enterprise participate in total quality management and employees voluntarily participate;
-Pay attention to intelligence, standardization, training and education;
-Apply strategic management and attach importance to process analysis and process management;
-Focus on product quality management, and promote the comprehensive management of delivery (quantity), price (cost, profit) and other services.
2. Basic working methods of total quality management
PDCA cycle working method is the basic working method of total quality management. This working method uses four stages and eight steps to represent the repetitive working procedure:
(1) planning stage (plan):
● Find out the quality problem ● Find out the cause of the quality problem.
● Find out the main reasons ● Make solutions according to the main reasons.
(2) Implementation stage (Do): put it into practice according to the formulated plan.
(3) Inspection stage: investigate and analyze the effect of countermeasures in warehousing.
(4) Processing stage (action):
-Summarize the successful experience of implementing countermeasures and integrate them into standards;
-The unsuccessful or remaining problems in the implementation of countermeasures were solved through PDCA cycle.
PDcA cycle can draw a big circle cycle for the whole enterprise, and each department and workshop class can have their own small circle cycle in the big circle cycle, forming a big trap and small circle. Every time PDCA is circulated, the quality is improved by one step; Constant circulation leads to continuous improvement of quality.
3. Statistical methods commonly used in total quality management
(1) General statistical methods:
● pareto chart ● Causality analysis ● Hierarchy (classification) method
● Questionnaire ● Value Engineering Method ● Pareto Method
(2) Mathematical statistical methods:
● Histogram ● Control chart ● Correlation chart
● Sampling inspection ● Orthogonal test method ● Optimization method
(3) New tools:
System diagram method, correlation diagram method, matrix diagram method and clipping diagram method
●KJ matrix ● Data analysis ●PDPC method