國家圖書館典藏電子全文

Size: px

Start display at page:

Download "國家圖書館典藏電子全文"

囿屈
5 years ago
Views:

1.1 TQM Japanese Union of Scientists and Engineers JUSE 1998 TQM is a set of systematic activities carried out by the entire organization to effectively and

1 1.1 TQM Japanese Union of Scientists and Engineers JUSE 1998 TQM is a set of systematic activities carried out by the entire organization to effectively and efficiently achieve company objectives so as to provide products and services with a level of quality that satisfies customers, at the appropriate time and price. 1

2 PDCA 2

3 6 Sigma TQM 6 Sigma TQM TQM 6 Sigma TQM TQM 6 Sigma TQM 6 Sigma 2003 TQM 1.2 Quality Management System QMS Deming Prize Malcolm Baldrige National Quality Award MBNQA European Quality Award EQA ISO 9000 Chinese National Quality Award CNQA TQM TQM 6 Sigma TQM 6 Sigma 2003 TQM TQM 1.3 TQM 3

4 TQM 6 Sigma 1.4 TQM TQM 6 Sigma TQM TQM TQM 6 Sigma 4

5 1.5 TQM 6 Sigma TQM TQM TMQ 6 Sigma 5

6 2.1 1 TQM TQM 20 TQM TQM 13 TQM TQM TQM 8 16 TQM 2.2 TQM 2.2.1TQM 5 TQM TQM TQM TQM 17 6

7 7 2.1 TQM 2.1 TQM 10 TQM 1980( ) (1) (2) (1) (2) (3) (1) (2) (1) (2)

8 2.2.2 TQM 12 TQM TQM TQM TQM TQM TQM TQM

9 TQM PDSA PDCA 2.1 S.Thomas foster 29 TQM PDSA Plan, Do, Study, Act PDCA(Plan, Do, Check, Act) 2.3 PDCA PDSA PDCA PDSA C( ) S( Check YES NO YES NO TQM 25 TQM TQM 9

10 PDSA QC Story TQM 5 TQM TQM

11 2.2.5 TQM 2.2 TQM 5 TQM TQM (TQM Seven Steps) 2.3 ( ) ( ) ( ) ( ) ( ) ( ) TQM 11

12 ( ) TQM ( ) ( ) ( ) ( ) 12

13 TQM 2.3 TQM 7 13

14 2.2.6 TQM TQM TQM TQM

15 2.5 TQM TQM ( ) TQM TQM William J.Stevenson 31 TQM ( ) ( ) 15

16 ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) TQM TQM TQM ( ) ( ) 16

17 TQM ( ) (Master Black Belt and Black Belt ) DMAIC( ) DMADV( ) TQM PDCA( ) (QC Story) 23 17

18 2.3.2 (DMAIC DMADV) (QCC) (Deming) PDCA(Plan-Do-Check-Act) 20 PDCA DMAIC(Define-Measure-Analyze-Improve-Control) DMADV(Define-Measure-Analyze-Design-Verify) (Define) (Measure) CTQ(Critical to Quality) CTP(Critical to Process) (defects) DPMO( defects per million opportunities) CTQ CTP Ys (A nalyze) (Benchmarking) Ys Xs Ys Xs (Improve) Ys Xs DOE (Simulation) CTQ Xs Xs Xs Xs (operating tolerance) (Control) Xs Ys Ys Xs 18

19 DMAIC DMAIC DMADV DMADV Define,Measure Analyze DMAIC Define,Measure Analyze Design Verify (Design) DOE QFD Xs (Verify) Ys Define Control Measure Improve Analysis 2.4 DMAIC

20 13 (Champion/Sponsor) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) 20

21 2.3.4 (CEO) CEO 22 (Champions) (Master Black Beils,MBB) (Black Beils,BB) DMAIC DMADV (Green Belts,GB) CEO Chaopion Master Black Black Belts Green Belts Belts 21

22 2.6 ( ) DMAIC (Commitme nt) (Leadership ) (Training) (Leading) (Involvemen t) CEO DMAIC DMAIC DMAIC (Sampling and data collection) (Statistical process control) (Control chart) (Process capability) (Correlation and Regression) Test of Statistical Significance(Chi-square t-test ANOVA ) (Failure modes and effects analysis) (Quality Function Deployment) (Taguchi method) 22

23 (Design for experiments) (Mistake-proofing) (Graphs) QC QC (Green belt) QCC (Black belt) (Grahp) QC QC ANOVA Gage R&R TQM TQM TQM KPI MOT CRM BPR 23

24 20 (3-6 ) = + (BPR)

25 Performance Excellence 1983 American Productivity and Quality Center APQC Malcolm Baldridge Malcolm Baldridge National Institute for Standards and Technology NIST American Society for 25

26 Quality ASQ European Foundation for Quality Management EFQM 1991 The European Model for Business Excellence EFQM EFQM Excellence Model European Organization for Quality EOQ / (Operations Business Units) 26

27 EQP European Quality Prize EQA EQP EQA / 27

28 (visionary leadership) ( ) ( ) (customer-driven excellence) ( ) ( ) ( ) ( ) ( ) (organizational and personal learning) ( ) 28

29 ( ) ( ) ( ) ( ) (valuing employees and partners) (agility) ( ) ( ) (focus on the future) (managing for innovation) ( ) ( ) (management by fact) ( ) ( ) (public responsibility and citizenship) (focus on results and creating value) (system perspective) 29

30 3.3.3 / / 3.1 (results orientation) ( ) ( ) ( ) ( ) 30

31 (customer focus) ( ) ( ) ( ) ( ) (leadership & constancy of purpose) ( ) ( ) ( ) ( ) (management by processes & facts) ( ) ( ) ( ) ( ) (people development & involvement) ( ) ( ) ( ) ( ) / / (continuous learning, innovation & improvement) ( ) 31

32 32 ( ) ( ) ( ) ( ) (partnership development) ( ) ( ) ( ) (public responsibility) ( ) ( )

33 ( ) / /

34 2004 / (20) 5. (15) 2. / (20) 3. (20) 4. (10) 6. (15) (50) a. 10 b

35 ( ) 20 a / b a b

36 ( ) TQM ( ) ( ) ( ) ( )

38 TQM TQM (leadership) (strategic planning) (customer and market focus) (management,analysis,a ndknowledge management) 5. (human resource focus) 6. (process management) 7. (business results)

39 EFQM EFQM EFQM 39

40 (leadership) (policy and strategy) 8 3. (people) 9 4. (partnership and resources) 9 5. (process) (customer results) (people results) 9

41 3.4 ( ) 8. (society results) 9. (key performance results) Baldrige EQA Baldrige EQA /

42 / % 45% 12% 57% % % % 44.5% % 3.6 TQM 2003 TQM (CRM) (SCM) IT (KM) TQM 42

43 43

44 TQM (Dr.Kano) 6 Sigma TQM TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma Sigma 6 Sigma 6 Sigma 6 Sigma 6 Sigma 6 Sigma 3.4 (3.4 dpmo/ppm)

45 % % 3 6.7% % 5 233ppm 6 3.4ppm Sigma 6 Sigma 8 6 Sigma 6 Sigma Sigma 21 6 Sigma Motorola,GE GE 6 Sigma GE GE 6 Sigma Leadership 6 Sigma 6 Sigma TQM,QIT,QCC TQM 6 Sigma TQM 6 Sigma 6 Sigma QIT 6 Sigma QIT,CIT QCC QC Story (1)DMAIC QC Story DMADV QC Story DMAIC,DMADV (2)6 Sigma 6 Sigma 45

46 4.3 Kano 6 Sigma TQM 11 Kano 6 Sigma TQM TQM Cp Sigma TQM Sigma TQM 4.3 (Six Sigma VS. TQM) 11 TQM 6 sigma 4 sigma 4.5 sigma 3 sigma (Tolerance for variation) 1.5 sigma 1.0 sigma (Tolerance for deviation) ppm 3000ppm Sigma Kano 6 Sigma (bottom line) 46

47 Sigma ( ) 6 Sigma 6 Sigma TQM BPR(Business Process Reengineering) 6 Sigma Motorola GE 0.1% 6 Sigma 6 Sigma TQM Sigma 6 Sigma 6 Sigma 6 Sigma 47

48 6 Sigma 6 Sigma 6 Sigma ( ) 6 Sigma Sigma 6 Sigma DMAIC 6 Sigma Kano 1950 QC Story 6 Sigma DMAIC ( 4.4) 4.4 DMAIC VS. QC Story 11 DMAIC (Define) (Measure) (Analyze) (Improve) OC Story 1. / (Control)

49 6 Sigma TQM 6 Sigma 6 Sigma TQM Sigma Kano 6 Sigma BRP BPR Sigma TQM Kano TQM 4.1 TQM 6 Sigma Sigma TQM 6 Sigma 6 Sigma TQM 6 Sigma QC QC PDCA QC Story IT 4.1 TQM 11 49

50 4.4 TQM 6 Sigma TQM 6 Sigma 4.5 TQM 6 Sigma 20 TMQ 6 Sigma Motorola 87 (Development) GE 95 ( ) (Concept) (Features) (Operations) ( ) (Focus) QCC,QIT DMAIC DMADV (Methods) BPR( ) Benchmarking SPC,TPM QC (Tools) DOE (Leadership) (Rewards) Cp,Cpk,ppm QC FMEA QFD,Kano s model 6 Sigma MBB BB 50

51 4.5 TQM 6 Sigma ( ) DMAIC (Training) QC (Change) (Culture) TQM 6 Sigma TQM 6 Sigma 4.5 TQM 6 Sigma 6 Sigma TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma 6 Sigma TQM 6 Sigma 51

52 TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma Sigma 6 Sigma 6 Sigma 6 Sigma 6 Sigma TQM 6 Sigma 6 Sigma 6 Sigma 6 Sigma 6 Sigma 52

53 Sigma 6 Sigma 6 Sigma Sigma TQM TQM TQM 6 Sigma (BPR) 53

54 ( BPR ) 6 Sigma BPR BPR 6 Sigma 6 Sigma TQM 6 Sigma TQM 6 Sigma CEO TQM ( ) 6 Sigma TQM 6 Sigma 6 Sigma Sigma TQM ISO

55 55

56 6 Sigma DMAIC TQM ISO9000 PDCA 56

57 5.1 6 Sigma TQM ISO Sigma TQM ISO TQM TQM 6 Sigma TQM 6 Sigma TQM 6 Sigma 6 Sigma 6 Sigma TQM TQM 6 Sigma 5.2 (Quick Response) (Quality) (Control) Speed (Quality) (Control) (KM) Speed IT (ERP) (SCM) (CRM) (HRM) (EC) (CC) 57

58 3.6 TQM TQM TQM 58

59 1. (2002) (2001)ISO (2001)ISO (2001)ISO (2003) 6. (2004) 7. (1998)TQM 8. (2003) (2003) 10. (2003) ISO (Dr.Kano) (2003) TQM (1999) 13. (2003) (2003)6 Sigma 15. (2003) (2003) (1999) 18. (2002) 19. (1987) 20. (2003) GE-6 Sigma TQM 59

60 (2003) (2003) (Six Sigma) 23. (2003) (2003) (2002) (TQM) 26. (1999) TQM (1996) 28. (2003) 29. (2002) 30. (2000) 31. (2002) 32. Foster, S. T. (2001), Managing Quality: An Integrative Approach, NY Prentice Hall Http// 60

Microsoft PowerPoint ARIS_Platform_en.ppt

Microsoft PowerPoint ARIS_Platform_en.ppt ARIS Platform www.ixon.com.tw ARIS ARIS Architecture of Integrated Information System Prof. Dr. Dr. h.c. mult. August-Wilhelm Scheer ARIS () 2 IDS Scheer AG International Presence >> Partners and subsidiaries