課程大綱

1. 課程大綱 • 品質管理概論 • 統計製程管制 (Statistical Process Control) • 製程設計 (Process Design) • 允收抽樣 (Acceptance Sampling) Introduction

2. 問題討論 • 買車的考慮因素… Introduction

3. Performance Will the product do the intended job? 指產品的主要操作特質 Durability How long does the product last? Aesthetics What does the product look like? Conformance to standards Is the product made exactly as the designer intended? Dimensions of Quality(David Garvin, 1987)1 Introduction

4. Features What does the product do? 支援基本績效，針對顧客喜好程度，提供適當的特性種類。 Serviceability How easy is it to repair the product? Perceived Quality What is the reputation of the company or its product? Reliability How often does the product fail? Dimensions of Quality(David Garvin, 1987)2 Introduction

5. Definitions of Quality1 • Quality means fitness for use (Quality is customer satisfaction.) (Joseph M.Juran) - quality of design - quality of conformance • Quality is inversely proportional to variability. Introduction

6. Definitions of Quality2 • Quality is conformance to requirements. (Crosby) • Quality should be aimed at the needs of the consumer, present and future. (Deming) • Quality is the total composite product and service characteristics of marketing, engineering, manufacture, and maintenance through which the product and service in use will meet theexpectations of the customer. (Feigenbaum) Introduction

7. Definitions of Quality3 • Quality is the loss (from function variation and harmful effects) a product causes to society after being shipped, other than any losses caused by its intrinsic functions. (Taguchi) • Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. (ISO 9000) Introduction

8. Definitions of Quality4 • 品：口口口 • 質：斤斤貝 Introduction

9. Quality Improvement • Quality improvementis the reduction of variability in processes and products. • Alternatively, quality improvementis also seen as “waste reduction”. Introduction

10. Transmission Example Introduction

11. Quality Engineering Terminology1 • Quality Characteristics (critical-to-quality，CTQ) • Physical - length, weight, voltage, viscosity • Sensory - taste, appearance, color • Time Orientation- reliability, durability, serviceability Introduction

12. Quality Engineering Terminology2 • Quality engineeringis the set of operational, managerial, and engineering activities that a company uses to ensure that the quality characteristicsof a product are at the nominal or required levels. Introduction

13. Quality Engineering Terminology3 Two types of data • Attributes Data- discrete data, often in the form of counts. • Variables Data- continuous measurements such as length, weight. Introduction

14. Quality Engineering Terminology4 • Specifications Quality characteristics being measured are often compared to standards or specifications. • Nominal or target value • Upper Specification Limit (USL) • Lower Specification Limit (LSL) Introduction

15. Quality Engineering Terminology5 • When a component or product does not meet one or more of its specifications, they are considered to be nonconforming. (缺點、瑕疵) • A nonconforming product is considered defective if it has one or more defects. • Defects are nonconformities (不良品) that may seriously affect the safe or effective use of the product. Introduction

16. Quality Engineering Terminology6 • Concurrent Engineering (vs. over-the-wall) Team approach to design. Specialists from manufacturing, quality engineering, management, etc. work together for product or process improvement. Introduction

17. A Brief History of Quality Control and Improvement1 • Walter Shewhart (1924) introduced statistical control chart concepts. • The American Society for Quality Control formed in 1946 (now known as the American Society for Quality (ASQ)). • 1950s and 1960s saw an increase in reliability engineering, experimental design, and statistical quality control Introduction

18. A Brief History of Quality Control and Improvement2 • Competition from foreign industries (Japan) increases during the 1970s and 1980s. • Statistical methods for quality improvement use increases in the United States during the 1980s • Total Quality Management (TQM) emerges during 1970s and into the 1980s as an important management tool to implement statistical methods. Introduction

19. A Brief History of Quality Control and Improvement3 • Malcolm Baldridge National Quality Award is established in 1988. • ISO 9000 certification activities increase in U.S. industry in the 1990s. • Motorola’s Six-Sigma initiative begins in the 1990s. Introduction

20. 品質三階段 • 品質管制(quality control, QC) • 品質保證(quality assurance, QA) • 品質管理(quality management, QM) Introduction

21. 品質管制1 • 意義 • 為了經濟地製造出符合消費者要求之品質產品或服務，其方法體系稱之。此項產品品質的達成是在產品已完成生產，各種生產資源已投入之後，可稱為是種「生產後的品管」。 • Statistical quality control (SQC) refers to the use of statistical methods of production monitoring and parts inspection, wherein statistical data are collected, analyzed, and interpreted to solve quality problems. Introduction

22. 滿足顧客需求 P A D C 持續改善 品質管制2 • 步驟—戴明循環(Deming Cycle) (P-D-C-A管理循環) • Plan(規劃) • 決定目標 • 決定達成目標的方法 • Do(執行) • 教育訓練 • 生產作業 • Check(查核) • 量測 • 分析 • 判定 • Action(處置) • 研擬改善對策 • 改善對策之複核 • 標準化 Introduction

23. 品質保證 • 意義 • 是指建立計畫性和系統化的作為，提供適當的產品或服務信心，使能滿足特定的品質要求，此項產品品質的達成，通常是一種全面性的作為，由產品的設計開始，在產品品質功能做適當的規劃、設計時，由設計工程師和製造工程師共同參與，杜絕不良品的發生，可以說是一種「生產前的品管」。 Introduction

24. 品質管理 • 意義 • 以管理功能，經由共同決定、整體實踐而達成的品質政策。所要求的不再僅是生產部門的品質工作推展，而是為達成世界級的廠商水準，必須要求企業的各個部門所有員工，在其工作崗位上，都能以最佳品質的方式執行其工作。 Introduction

25. Statistical Methods for Quality Control and Improvement Three major areas: • Statistical process control (SPC) • Design of experiments (DOE) • Acceptance sampling Introduction

26. Statistical ProcessControl (SPC) • Control charts are used for process monitoring and variability reduction. • SPC is an on-line quality control tool. Introduction

27. Design of Experiments • Experimental design is an approach to systematically varying the controllable input factors in the process and determine the effect these factors have on the output responses. • Experimental designs are off-line quality tools. • Crucial for variability reduction. Introduction

28. 問題—提升讀書效果之設計 • 品質管制 • 懸樑刺股!! • 實驗設計 • 可控因子(controllable factors) • 讀書時間、頻率、地點… • 噪音因子(noise factors) • 環境、不專心、精神狀況、突發事件… Introduction

29. Acceptance Sampling • Acceptance samplingis the inspection and classification of a sample of the product selected at random from a larger batch or lot and the ultimate decision about disposition of the lot. • Two types: 1. Outgoing inspection - follows production 2. Incoming inspection - before use in production Introduction

30. Quality Philosophy and Management Strategies Three Important Leaders • W. Edwards Deming - Emphasis on statistical methods in quality improvement (see Deming’s 14 points) • Joseph M. Juran - Emphasis on managerial role in quality implementation • Armand V. Feigenbaum - Emphasis on organizational structure Introduction

31. W. Edwards Deming • Taught engineering, physics in the 1920s, finished PhD in 1928 • Met Walter Shewhart at Western Electric • Long career in government statistics, USDA, Bureau of the Census • During WWII, he worked with US defense contractors, deploying statistical methods • Sent to Japan after WWII to work on the census Introduction

32. 建立一個改良品質、服務、更有競爭力，並適用於企業內的永久性目標建立一個改良品質、服務、更有競爭力，並適用於企業內的永久性目標 採用新的哲學 人非聖賢 vs. 品質成本 停止依靠大量的檢驗 不要僅依照價格評定供應商，亦要考慮供應商之品質 持續的改善生產和服務系統 建立新的在職訓練制度 建立新的領導制度 監督員工 vs. 協助員工 驅除恐懼 消除各部門間的障礙 消除口號、標語與數值化的目標 消除工作的標準和配額 消除防礙作業人員工作的障礙 建立一個充滿活力的教育和訓練課程 在最高管理階層中建立一個組織來每天推行上述的13點 戴明的14點管理原則(Deming’s 14 points) Introduction

33. 問題 • 校園中四處張貼禁止吸煙的標語… • 期末考時，監考老師在黑板寫下「禁止作弊」後，開始看報紙… • 指導教授規定，每個星期看三篇paper… Introduction

34. Joseph M. Juran • Born in Romania (1904), immigrated to the US • Worked at Western Electric, influenced by Walter Shewhart • Emphasizes a more strategic and planning oriented approach to quality than does Deming • Juran Institute is still an active organization promoting the Juran philosophy and quality improvement practices Introduction

35. Quality Planning Determine who the customers are Determine the needs of the customers Develop product features that respond to customers’ needs Develop processes able to produce the product features Transfer the plans to the operating forces Quality Control Evaluate actual product performance Compare actual performance to product goals Act on the difference Quality Improvement Establish the infrastructure Identify the improvement projects Establish project teams Provide the teams with resources, training and motivation to diagnose the causes stimulate remedies establish controls to hold the gains Quality Trilogy (Joseph M. Juran) Introduction

36. Total Quality Management (TQM) • TQM is a managerial framework to accomplish quality improvement. • Other names and related approaches: • Company-Wide Quality Control (CWQC) • Total Quality Assurance (TQA) • Six-Sigma Introduction

37. Implementation of Total Quality Management • Management commitment and involvement • Motivation and change • Responsibility and authority • Training and Education • Communication • Quality in all aspects of the company Introduction

38. ISO 9000:2000 Introduction

39. ISO 9001:2000 • Scope • Normative References • Definitions • Quality management systems • Management responsibility • Resource management • Product (or Service) realization • Measurement, analysis, and improvement Introduction

40. ISO 9000導入步驟 • 成立推動小組 • 訂定品質政策 • 建立品保系統 • 撰寫品質手冊 • 撰寫作業程序書 • 撰寫工作指導書 • 實施教育訓練 • 執行內部稽核 • 正式評審 Introduction

41. 認證機關 Accreditation Body 登錄 登錄 認證 驗證機構 Certification Body/ Registration Body 訓練機構 Training Body 驗證 僱用 評核 訓練 各企業/公司 評審員/稽核員 Assessor/Auditor ISO 9000認證體系 Introduction

42. The Malcolm Baldrige National Quality Award，MBNQA • 1987年8月20日創立 • 施行者： The National Bureau of Standards and Technology，NIST) • 目的 • 促進瞭解市場需求 • 改善競爭力 • 分享在良好策略上的成功經驗 • 瞭解成功策略的由來與益處 Introduction

43. The Malcolm Baldrige National Quality Award，MBNQA cont. • 獎勵對象類別 • 製造業 • 服務業 • 小型企業 • 健康醫療業 • 教育業 • 給獎頻率、數量 • 每年、每類三個獎項 Introduction

44. Organization Profile Environment, Relationships, and Challenges 2 Strategic planning 5 Human resources 1 Leadership 7 Business results 3 Customer and Market focus 6 Process management 4 Information and analysis MBNQA 獎項準則加構 Introduction

45. MBNQA 獎項類別/項目與評分權數 Introduction

46. MBNQA 獎項類別/項目與評分權數count. Introduction

47. MBNQA 獎項類別/項目與評分權數count. Introduction

48. Six Sigma (Motorola，1980) • Meaning：3.4ppm defective • 99%之良率 • 每小時兩萬封郵件遺失 • 每週五千個手術程序出錯 • 主要機場每天有四場意外… • 解決問題的流程(DMAIC) • 定義(Define) • 衡量(Measure) • 分析(Analyze) • 改進(Improve) • 控制(Control) Introduction

49. The Process Improvement Triad: DFSS, Lean, and DMAIC OVERALL PROGRAMS Lean DFSS DMAIC DESIGN PREDICTIVE QUALITY INTO PRODUCTS ELIMINATE WASTE, IMPROVE CYCLE TIME ELIMINATE DEFECTS, REDUCE VARIABILITY Lead-time Robust Capable Design for Six Sigma LEAN Variation Reduction • Requirements allocation • Capability assessment • Robust Design • Predictable Product Quality • Flow Mapping • Waste Elimination • Cycle Time • WIP Reduction • Operations and Design • Predictability • Feasibility • Efficiency • Capability • Accuracy The “I” in DMAIC may become DFSS Introduction

50. 滿足顧客需求 P A D C 持續改善 Six Sigma • DMAIC is closely related to the Shewhart cycle (variously called the Deming cycle, or the PDCA cycle) Introduction