1. 1 Manufacturing Quality Management 生產品質管理

2. 吳明泉博士 2007 IT/S in Manufacturing Quality 2 Outline  Quality Definition  House of Quality (HOQ) Application  Statistical Process Control (SPC) 統計流程控制  The Cost of Quality 品質成本  Quality Experts and Key Concepts TQM Quality circle Six Sigma ISO 9000

3. 吳明泉博士 2007 IT/S in Manufacturing Quality 3 Definition of Quality  Conformance to requirements 與需求相符 : meeting written specifications

4. 吳明泉博士 2007 IT/S in Manufacturing Quality 4 A Simple HOQ （ House of Quality) Matrix A matrix defines the relationship between the requirements of customer and product characteristic

5. 吳明泉博士 2007 IT/S in Manufacturing Quality 5 An example of HOQ Matrix Customer’s requirements product characteristic

6. 吳明泉博士 2007 IT/S in Manufacturing Quality 6 A Detailed HOQ 客戶對商品之 認知及比較 產品特性 相互關係 重要性重要性 技術評估及目標值

7. 吳明泉博士 2007 IT/S in Manufacturing Quality 7 An example of Detailed HOQ Matrix

8. 吳明泉博士 2007 IT/S in Manufacturing Quality 8 Linked Quality Function Deployment (QFD) 品質功能部署 Matrices 品質屋 組件選用 流程規畫 生產需求

9. 吳明泉博士 2007 IT/S in Manufacturing Quality 9 Quality Function Deployment (QFD) 品質功能部署之優點  常用之工具，製造及服務業皆然  有系統的暸解客戶需求，並轉換成技術需求。  便於提早確定產品特性，降低修改設計的風 險，減少產品之前置時間。  利於單位間之協調與合作  可借以開發出新產品

10. 吳明泉博士 2007 IT/S in Manufacturing Quality 10 統計流程控制 Statistical Process Control (SPC)-Out of Control

11. 吳明泉博士 2007 IT/S in Manufacturing Quality 11 都在區間內，且接近平均值 上下比例大至相同 無不常之型態 統計流程控制 Statistical Process Control (SPC)-in Control

12. 吳明泉博士 2007 IT/S in Manufacturing Quality 12 The Cost of Quality 品質成本 Cost of conformance (COC): delivering products that meet requirements and fitness for use 達到完成品符合需求，並適合使用所耗 費的成本 Cost of nonconformance (CONC): taking responsibility for failures or not meeting quality expectations 負擔失敗或未能與品質期 望相符責任的成本

13. 吳明泉博士 2007 IT/S in Manufacturing Quality 13 Cost of Quality

14. 吳明泉博士 2007 IT/S in Manufacturing Quality 14 Five Cost Categories Related to Quality  Prevention cost: the cost of planning and executing a project so it is error-free or within an acceptable error range 「預防成本」  Appraisal cost: the cost of evaluating processes and their outputs to ensure quality 「鑑定成本」  Internal failure cost: cost incurred to correct an identified defect before the customer receives the product 「內部錯誤成本」  External failure cost: cost that relates to all errors not detected and corrected before delivery to the customer 「外部錯誤成本」  Measurement and test equipment costs: capital cost of equipment used to perform prevention and appraisal activities 「衡量與測試設備成本」

15. 吳明泉博士 2007 IT/S in Manufacturing Quality 15 品質成本（傳統 vs. 現在觀點比較）

16. 吳明泉博士 2007 IT/S in Manufacturing Quality 16 Modern Quality Management requires customer satisfaction 客戶滿意 prefers prevention to inspection 預防勝於檢驗 recognizes management responsibility for quality 確認品質管理的責任

17. 吳明泉博士 2007 IT/S in Manufacturing Quality 17 Quality Experts  Deming was famous for his work in rebuilding Japan and his 14 points 戴明十四點管理原則  Juran wrote the Quality Control Handbook and 10 steps to quality improvement 裘蘭「品質改善」  Crosby wrote Quality is Free and suggested that organizations strive for zero defects  Ishikawa developed the concept of quality circles and pioneered the use of Fishbone diagrams 石川馨「品管 圈」及「魚骨圖」  Taguchi developed methods for optimizing the process of engineering experimentation 田口玄一「品 質工程」  Feigenbaum developed the concept of total quality control 魏根堡「全面品質控制」

18. 吳明泉博士 2007 IT/S in Manufacturing Quality 18 Fishbone or Ishikawa Diagram

19. 吳明泉博士 2007 IT/S in Manufacturing Quality 19 Quality Circle 品管圈 組織 訓練 問題辨認 問題分析 解決 報告

20. 吳明泉博士 2007 IT/S in Manufacturing Quality 20 Normal Distribution and Standard Deviation 常態分配與標準差

21. 吳明泉博士 2007 IT/S in Manufacturing Quality 21 Six Sigma and Defective Units

22. 吳明泉博士 2007 IT/S in Manufacturing Quality 22 DMAIC  Define: Define the problem/opportunity, process, and customer requirements  Measure: Define measures, collect, compile, and display data  Analyze: Scrutinize process details to find improvement opportunities  Improve: Generate solutions and ideas for improving the problem  Control: Track and verify the stability of the improvements and the predictability of the solution

23. 吳明泉博士 2007 IT/S in Manufacturing Quality 23 Total Quality Management (TQM)  Customers Define Quality  Quality Leadership and Responsibility  Strategic planning  Continuous Improvement  Cooperation  Statistical methods  Education

24. 吳明泉博士 2007 IT/S in Manufacturing Quality 24 Quality Certification ( 品管認証） ISO9000

25. 吳明泉博士 2007 IT/S in Manufacturing Quality 25 隨堂作業  請以組為單位，選擇一開發生產之商品（可以和作業一之產 品相同），依課堂所授之 HOQ （ House of Quality) Matrix （ P4,5 ），繪製成表 : 定義客戶對此商品之需求 再依此需求決定產品之特性 最後衡量各需求與各特性之關係，並統計各產品特性之 重要性。