Quality improvement is a measure taken throughout the organization to improve the effectiveness and efficiency of activities and processes in order to provide value-added benefits to the organization and its customers.Modern management divides the objects of quality improvement intoproduct qualityandQuality of workTwo aspects:Total Quality ManagementThe concept of "generalized mass" described in.
Quality improvement isQuality AssuranceAs part of thequality requirementAbility.When quality improvement is gradual and the organization actively looks for improvement opportunities, the term is usually used“Continuous quality improvement”。The object of quality improvement is product orService qualityAnd the quality of work associated with it.The final effect of quality improvement is to obtain products (or services) much higher than the original goal.Quality improvement has established scope and object, and certainQuality toolsAnd methods to meet the needs of higherQuality objectives。[1]
Quality improvement refers to the measures taken throughout the organization to improve the effectiveness and efficiency of activities and processes by providing value-added benefits to the organization and its customers.Quality improvement is to eliminate systematic problems, improve the existing quality level on the basis of control, and make the quality reach a new level and height.
brief introduction
Quality management activities can be divided into two types.One is to maintain the existing quality by quality control.The other is to improve the quality. The method is to actively take measures to make the quality breakthrough on the original basis, that is, quality improvement.
Figure 1 Quality Improvement
The quality improvement step itself is aPDCA cycleThe four stages of Plan, Do, Check and Action are as follows:
Including formulating policies and objectives,prospectus, management projects, etc;
Do as planned and implement specific countermeasures;
After the implementation of specific countermeasures, verify its effect;
Summarize successful experience and implement standardization, which can be followed in the future.For unresolved problems, move on to the next roundPDCASolve the problem circularly, and provide data for making the next round of improvement plan.
Quality improvement is a breakthrough improvement participated by cross department personnel of the enterprise;The internal personnel of each department of the enterprise graduallyContinuous improvementActivities.
Figure 2 Quality Improvement Manual
Quality improvement is a process, which should be carried out according to certain rules, otherwise it will affect the effectiveness of the improvement, or even in vain.The organization of quality improvement is divided into two levels. One is to mobilize resources for improvement projects from the overall perspective. This is the management level, namely the Quality Management Committee.The second is to specifically carry out work projects, which is the implementation level, namely the quality improvement team or the quality improvement team.
meaning
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ISO9000:2000 is defined as: part of quality management is committed to improvingquality requirementAbility.
US QualityManagement scientistJuran quality in EuropeManagement organizationIn the paper "Overall Quality Planning" published at the 30th annual meeting, it was pointed out that quality improvement is a breakthrough process to make the effect reach an unprecedented level.It can be seen that the meaning of quality improvement should include the following:
object
It includes the product (or service) quality and the work quality related to it, that is, the product quality and work quality.The former is like the quality of the TV produced by the TV factory, the quality of the hotel's output service, etc;The latter, such as the work quality of the supply department in the enterprise, the workshopPlanning and schedulingWork quality of the department, etc.Therefore, the object of quality improvement isTotal Quality ManagementThe concept of "generalized mass" described in.
Final effect
Figure 3 Planning and Implementation of Quality Improvement
Juran believes that the final effect of quality improvement is to work at a much higher quality level than the original plan.In this way, the product quality will be much higher than the original goal.The effect of quality improvement and quality control is different, but they are closely related. Quality control is the premise of quality improvement. Quality improvement is the development direction of quality control. Control means maintaining its quality level, and the effect of improvement is breakthrough or improvement.It can be seen that quality control is to meet the requirements of "today", while quality improvement is to meet the needs of "tomorrow".
Change process
Quality improvement is a process of change and breakthrough, which must be followedPDCA cycleThe law of.Since the development of the times is endless, quality improvement is also bound to be "endless" in order to be based on the times.Foreign quality experts believe that if you are never satisfied, you will prosper; if you don't move forward, you will decline.
In addition, we should also have a deep understanding of the meaning of "change", which is to change the status quo.Changing the status quo will inevitably encounter strong resistance.This resistance comes from both technology and culture.Therefore, to understand and eliminate these resistance is to improve the qualityprecondition。
Defect type
In the process of quality management, it is necessary to eliminateQuality defectsAnd ensure the continuous improvement of product quality.Defect is the main object of quality management. Defect refers to failure to meet the expected use requirements, that is, one or moreMass characteristicsIt deviates from the expected use requirements.Generally, quality defects are divided intochanceQuality defects andLong termThere are two types of quality defects.
(1) Accidental quality defect refers to the defect caused by sudden deterioration of product quality
It is due toProduction processinSystem deviationCaused by.Since accidental quality defects affect the progress of production, it is necessary to take immediate measures to restore production to normal.It is similar to the product quality“Acute disease”The way to take countermeasures is "fire fighting", and its purpose is only limited to "restoring normalcy".
(2) Long term quality defect refers to the defect caused by the low level of product quality for a long time
It is in the process of productionRandom deviationComprehensive impact.Although people are aware of it, they are used to it and lack the sense of urgency to take measures.For example, a workshopReject rateIt has dropped from 15% to 4%, and has been stagnant at this level for a long time. People think that 4% of the unqualified products rate is a matter of course, soDon't thinkimprovement.The long-term quality defects are not easy to attract people's attention, and the economic losses caused are far higher than the occasional quality defects.Long term quality defects similar to product quality“chronic disease”The countermeasure is "quality breakthrough", and its purpose is "level improvement".
Byproduct designandProduction processTo make more reasonable and effective use of capital and technical force and fully tap the potential of the organization;
Breakthrough improvement participated by cross department personnel of the enterprise;
The internal personnel of each department of the enterprise graduallyContinuous improvementActivities.
Basic process
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The basic process to be followed in any quality improvement activity isPDCA(proposed by Walter Shewhart) Cyclic process.That is, there are four stages: plan, do, check, and action. None of these four stages can be missed,MacrocycleThe loop of small rings keeps rising.
Theoretical model
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Two problems are mainly studied here. The first is the essential comparison between quality control and quality improvement, and the second is the typical quality improvementManagement Policy。
Control improvement
Figure 4
The purpose of quality control is to maintain a certain quality level and control the accidental defects of the system;Quality improvement is a "breakthrough" change to a specific quality level, so that it is in a relatively balanced state at a higher target level.Quality control is a daily work that can be included“Operating Procedures”To be implemented.Quality improvement is a phased work to achievebuilt-in agendaAfter that, the work is completed. Usually, it cannot be included in the "operating procedures", but can only be included in the“Quality plan”To be implemented.
Improvement strategy
Figure 5 Quality Improvement Process
All countries in the world attach importance to the implementation strategy of quality improvement, and the methods are different.U.S.AMassachusetts Institute of TechnologyProfessor Robert Hayes classifies it into two types, one is called "incremental" strategy;The other is called "jumping" strategy.Their differences lie in the division of quality improvement stages and the determination of the target benefit value of improvement.
Incremental quality improvement is characterized by small steps and frequent improvements.According to this strategy, the most important thing is to improve all aspects of the work every day and every month. Even though the improvement step is very small, it can ensure endless improvement.The advantage of incremental quality improvement is that quality improvement is included in dailyWork planTo ensure the continuous improvement.Because the goal of improvement is not high and the subject is unlimited, it has a broad mass base;Its disadvantages are lack of planning and decentralization, so it is not suitable for major quality improvement projects.
The characteristics of skip quality improvement are: twice quality improvementtime intervalLonger, improvedtarget valueHigher, and every improvementAll mustPut more effort into it.This strategy believes that when objective requirements require quality improvement, the leaders of the company or enterprise should make important decisions and concentrate the best manpower, material resources and time to engage in this work.The advantage of this strategy is that it can take considerable steps and achieve great results, but it does not have the characteristics of "regular", and it is difficult to develop the concept of "continuous improvement" in daily work.
The quality improvement projects are extensive, and the requirements for the improvement target values are very different, so it is difficult to make an absolute evaluation of the above two strategies.The enterprise should establish the idea of "continuous improvement" among all staff, so that quality improvement has a lasting mass character, and can adopt an incremental strategy.For some withcompetitivenessFor major quality projects, leapfrog strategy can be adopted.
a. Function of cause and effect diagram: there may be many factors that lead to process or product problems. Through comprehensive and systematic observation and analysis of these factors, we can find out their causescausal relationship。
b. The method and precautions of drawing cause and effect diagram use logical reasoning method;Use the divergent finishing method.
matters needing attention:
When determining, we should fully promote democracy through brainstorming to avoid omission;
Determine the cause as specific as possible;Mass characteristicsHow many cause and effect diagrams should be drawn;
Quality characteristics and factors shall be quantified as far as possible;verification.
Cause and effect diagramFishbone diagram, which is used to list the causes of problems and classify and stratify many causes.
Quality problems are manifested in the form of quality losses (defective items and costs). Most losses are often caused by several defects, which are often caused by a few reasons.Therefore, once these "key minorities" are identified, these special reasons can be eliminated to avoid a lot of losses.
Pareto diagrams can be divided into two types:
(1) Pareto diagram for phenomenon analysis;
(2) Pareto diagram is used to analyze the causes.
b. Drawing steps of Pareto diagram
(1) Identify the issues to be investigated and howcollecting data ；
(4) WorkPareto diagramUse the data sheet, which contains itemsNumber of defectsCumulative number of defects and percentage of each defectpercentage, and cumulative percentage;
(5) Fill in the table in the order of quantity from large to small, and the data of other items are from many small itemsData ConsolidationTogether, don't worry about his size;
(6) Draw two horizontal and vertical axes.The number of pieces (frequency) marked on the left vertical axis and the ratio (frequency) marked on the right vertical axis is 100% at most.Mark the factors on the horizontal axis.
(7) Discharge the items from large to small;
(8) Draw on the horizontal axis according to the frequencyhistogram；
(10) Record relevant necessary items on the drawing, such asPareto diagramDefect name, data, unit, the name of the plotter, as well as the time, subject and total number of data collected.
Pareto diagram is also calledPareto diagram, which is a tool to arrange the items from the most important to the least important.
3. Histogram
a. The concept of histogram:
Histogram method is to randomly select samples from the population, sort out the data obtained from the samples, and find outQuality fluctuationLawProcess qualityGood or bad, a tool for estimating the process disqualification rate.
b. Drawing steps of histogram
Calculate range R;
Determine the number of groups to group andGroup spacingK is group h is group spacing=R/K;Determine the boundaries of each group;doFrequency distribution table；Draw a histogram toAbscissaexpressMass characteristics，OrdinateIndicate the frequency, mark the group boundaries of each group on the abscissa, draw a series of histograms with the group spacing as the bottom and the frequency as the high.
Record relevant data in the blank area of the histogram, such as the time of data collection, the number of data naverage valuex，Standard deviation s, etc.
The form used to check relevant items is very useful because it is easy to collect data and easy to use and process datadata recordTools.
b. Type of checklist
Process distribution checklist;Non conformance checklist;Defect location checklist;Defect cause checklist;
Questionnaire is also called checklistStatistical Analysis TableUsed to systematically collect data and accumulate data, confirm facts, and roughly sort out and analyze dataStatistical chart。
5. Layered method
a. Principle of layering method
Usually, information about the analysis of the whole can be obtained through layering.However, sometimes incorrect information can be obtained due to improper layering, and relevant products must be usedtechnical knowledgeAnd experience.
b. Familiarity with layering methods
Layered according to operators or operation methods;
In quality improvement activities, it is often necessary toAnalytical researchWhether two corresponding variables existCorrelation。The method of scatter plot is to makestatistical informationUse points onplanAccording to the scatter diagram, we can grasp the relationship between the two.
Scatter chart is a graphical tool used to discover and display the type and degree of correlation between two sets of relevant data, or confirm their expected relationship.
ShewhartIt was proposed in 1924 with the purpose of eliminatingAbnormal fluctuation。During the manufacturing process of products, quality fluctuations are inevitable, including abnormal fluctuations andNormal fluctuationIn the process of quality improvement, the control chart is mainly used to find abnormal fluctuations in the process.
Control charts are used to monitor process status, and can measure, diagnose and improve process status.
3. Improvement and cooperation with customers, suppliers, employeesownerRelations with other social organizations, including the government, to promote mutual communication
Quality improvement activities involve the whole process of quality management. The objects of improvement include both the quality of products (or services) and the work quality of each department.The key point of improvement project selection should be long-term defects.This section only deals with the objects of product quality improvement andSelection methodDiscuss.
Product quality improvement refers toImprove productIts own defects, or the process of improving the work defects of the matters closely related to it.Generally speaking, enterprises should be affectedquality policy The main problems of target realization are selected as the objects of quality improvement.At the same time, priority should be given to the following situations:
Enterprises should know which of the many quality items users are most concerned about, because it often determines the quality of productsmarket competition Success or failure in.For example, the userTable lamp selectionThe main factors are color and shape, and their power consumption is often considered little, so the quality improvement project of desk lamp is mainly to improve its shape and color artistry.
The so-called "standard" refers to the productSales processStandards proposed in the contract or sales documents.staydomestic market, generally adopting national standards or ministerial standards;stayinternational market, GeneralAdopt international standardsOr select the standards of an advanced industrial country.If the product quality index fails to meet this standard, the product will be difficult to gain a foothold in the market.
3. Projects whose product quality is lower than the advanced level of the industry
The standards issued are only the general level of product quality requirements, which are implemented by competitive enterprisesinternal controls Internal standardquality indexIndicators higher than published standards.Therefore, the selection of improvement projects should be based on the comparison with the product quality of advanced enterprises, and the product quality projects of the enterprise should be lower than the industry's advanced level,Should beMake plans and work out improvement measures, otherwise it will be difficult to occupy the domestic and foreign markets.
4. The service life is in the mature period toRecession periodKey items of the product
After the product is in the mature period, the market is already in theSaturation state，requirementFrom stagnation to decline, users feel inadequate for old products and constantly propose new demand projects.At this stage, the product quality must be improved to postpone the arrival of the recession period. Such quality improvement activities are often closely coordinated with the work of product upgrading.
5. Others
such asquality costHigh projects, projects with concentrated user opinions, claims and litigation projects, impactProduct reputationAnd so on.
Project Selection
The selection of quality improvement projects should be based on the severity of the project itself, the severity of defects, and theTechnical capabilityAnd economic capacity, etc.Here are some common selection methods:
1. Statistical analysis method
This method first uses mathematical physicsstatistical methodyesProduct defectsMake statistics and get clear quantity report;Then use these data for analysis;Finally, according to the analysis results, the improvement project is selected.Common methods include: defectiveAssociation graphAnalysis and defect matrix analysis, etc.The feature of this method is to focus on the enterprise interior and actively search for improvement goals.
2. Comparative scoring method
This method is to use investigation, comparison, evaluation and other means to compare the quality of our products with the main best-selling products in the marketSimilar productsThe quality ofEnterprise productsFocus of quality improvement.The characteristic of this method is to look around and reach the position of knowing oneself and the enemy, so as to formulate the most favorable improvement project.
This method is to first collect scientific and technical information and understand the productsDevelopment trendUnderstand the possibility of application of new technology in products, understand the new process and its practical effect;Then throughScientific and technological informationInvestigation and analysis of;Finally, seek the projects and ways of quality improvement.This method is characterized by the use of“Hard technology”, take the lead to make the products reach the high-tech level, so as to occupy the market.
This method is first appliedquality economicsTo select improvement projects and determine the improvement order of these projects;Then use“User evaluationValue "to calculate the cost-benefit ratio;Finallycost efficiency Value to select quality improvement projects.Where, "user evaluation value" refers to:Mass characteristicsThe additional amount that users are willing to pay after improvement.Cost benefit ratio is the ratio of "user evaluation value" and "quality improvement expenditure". Quality improvement is preferred if the value is greater than 1, and no improvement value if the value is less than 1. This method is characterized byEnterprise incomeValue as standard for quality improvementProject SelectionOf.
implementation
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Basics
Figure 5 Pictures related to quality improvement
The object of quality improvement is usually a long-term defect, so it is difficult. It requires many people to participate and make a thorough plan before it can be effective.Therefore, we must have a solid foundation.The foundation includes the following three aspects:
1. Unity of understanding
First, we should unify the understanding of quality crisis.Due to the impactMarket shareQuality is the leading factor ofmarket economyChina is a long-termobjective lawThat is, there must be quality competition in a market economy.To win in the competition, enterprises must attach importance to quality improvement.Secondly, we should fully realize the long-term nature of quality improvement, that is, the work of "never stopping".Therefore, the quality improvement work is not“Interim measures”, but "daily work".Juran summarized the quality management work into three basic related processes:Quality planQuality control and quality improvement are also called "trilogy".
2. Attention of the leadership
The key to improve product quality and enterprise work quality lies in leaders, especially the top leaders.Without the support and guidance of the top leaders, the quality improvement work cannot achieve decisive victory.This is because in the implementation of quality improvement work, if the top leaders think they don't need to do something, the lower level personnel will not do it.Just like waterfalls, there is no trickling water on the mountain, and there will never be waterfalls at the foot of the mountain. People call this relationship“Waterfall effect”。Only the top leaders first correct the qualityold ideasIt is possible to eliminate the old ideas and bad habits of lower level personnel on quality, and the quality improvement work of the enterprise can be smoothly implemented only after the bad habits are eliminated.
Overcome resistance
Quality improvement requires comprehensive work in technology and management to solve the quality problems of enterprises.Its content involves technical improvement and social change, both of which have certain resistance. Understanding and eliminating these resistance is a prerequisite for quality improvement.
1. Cultural resistance
In the process of quality improvement, the key is to overcome "cultural resistance to the required technological transformation".When implementing a quality improvement change,Regular meetingsPeople are often puzzled by the resistance to reform.The reason for confusion is that we only see the technical aspects of the improvement project, but ignore the changes associated withSocial effects, that is, forinterpersonal relationship, status, reputation, etc.For example, a certain process is highly skilledManual labourNow it is necessary to change it into simple machine operation, which will hurt the feelings of some senior fitters and they will lose this traditionhandicraftThe position andsense of pride。Therefore, they are likely to become artificial resistance in this quality improvement.
2. Technical resistance
Quality improvement involves the application of new technologies, new materials, new processes and new principles.Mastering and applying these "hard technologies" is an arduous process, and the resistance isobjective existenceOf.To overcome technical resistance,TheTechnicianIntelligence personnelExperimental and trial production personnel and production management personnel are organized into oneOrganic entirety, its overallGoal consistencyAnd actionCoordinationIt is the basis for overcoming technical resistance.Experience tells people:Individual Combat The effect of quality improvement is weak, and the technical resistance can be effectively overcome only by forming corps.
step
Specific implementation of quality improvementPDCA cycleThe process is divided into the following seven steps:
1. Clarify the problem
2. Grasp the status quo
3. Analyze the cause of the problem
4. Formulate countermeasures and implement them
5. Confirm the effect
6. Prevent recurrence and standardize
7. Summary
Clarify the problem
1. Operation method
(1) Clarify why the problem to be solved is more important than other problems.
(2) What is the background of the problem and what is the current situation.
(3) Specifically describe the consequences of the problem, such as what losses have occurred, and point out the extent to which improvement is expected.
There are many problems in the enterprise, which are limited by manpower, material resources, financial resources and time. When solving problems, the priority must be determined.To identify the most important problem from many problems, we mustExplain the reason。
The necessity of solving the problem must be explained to relevant personnel.
The target value should be set reasonably, economically reasonable and technically feasible.
If the problem to be solved includes several specific problems, it can be divided into several sub topics.
The time limit for solving the problem shall be specified.
Grasp the status quo
1. Operation method:
(1) Investigate four aspects to clarify the characteristics of the problem: time, place, type and characteristics.
(2) Investigate from different angles to find out the fluctuation of results.
(3) Go to the site to collect information not included in the data.
2. Comments:
(1) Problem-solvingBreakthroughIt is within the problem. For example, if the fluctuation of the quality characteristic value is too large, it must beinfluence factorThere is a big fluctuation in, and there must be a relationship between the two fluctuations, which is an effective way to grasp the main causes of the problem.The best angle to observe a problem varies with the problem. Whatever the problem, the following four points must be investigated clearly: time, place, type and characteristics.
① Time: in the morning, noon and evening, what are the differences in the rate of unqualified products Monday to Friday (in the case of weekends)? Is the rate of qualified products the same every day? Of course, the results can also be observed in different time periods such as week, month, season and year.
② Location: start from the part that causes the product to be unqualified, and consider the unqualified condition of the upper, side or lower parts of the part, such as the different positions of the fired products in the kiln (near the door, near the window,Furnace wallNearby, in the center of the furnace, etc.), what is the difference in the rate of unqualified products;It can also be analyzed from different angles such as orientation (east, south, west, north), height (top, bottom), etc;If the product shape is very long, it can be considered from the front, center and rear;If the product shape is complex, whether the unqualified part is straight or corner, etc.
③ Category: whether the nonconforming product rate of different products produced by the same factory is different from that of similar products produced in the past, and whether the nonconforming product rate is different. The category can also be determined from the production standards and grades;For adults or children;It shall be considered from different perspectives, such as male or female, domestic or export, to fully reflect the principle of stratification.
Figure 6 Quality Improvement Books
④ Features: Take the nonconforming product item - pinhole (small pore) as an example, when pinhole is found, its shape is round, elliptical, angular or other;Whether the arrangement of most pinholes has characteristics;Is it straight or curved;Whether it is continuous or discontinuous, etc. Under what circumstances, the size of the pinhole will change;Whether it appears in all or specific parts;Whether there is abnormal color or foreign matter near the pinhole.
(2) Whatever the problem, the above four points must be investigated, but they are not sufficient. In addition, the characteristics of the fluctuation of results must also be grasped.
(3) Investigators shouldGo to the siteMany information not included in the data can be obtained on site.
Analyze the cause of the problem
1. Operation method:
(1) Set up hypothesis (choose possible reasons)
① In order to collect all information about possible causes, a cause and effect diagram should be drawn (including all factors considered to be possibly relevant).
② Use the information acquired in the "master the status quo" stage to eliminate all factors that have been identified as irrelevant, and use the remaining factors to draw the cause and effect diagram again.
③ In the drawing, mark the main reasons that are considered to be more likely.
(2) Test hypothesis (find out the main reason from the set factors)
① Collect new data or evidence, and make plans to confirm the impact of more likely causes on the problem.
② Based on all the investigated information, determine the main causes of impact.
③ If conditions permit, you can consciously reproduce the problem once.
2. Comments:
At this stage, the reason should be scientifically determined.When considering the reasons, it is usually necessary to discuss the reasons and use data to verify the correctness of the hypothesis. At this time, it is easy to confuse "hypothesis establishment" with "hypothesis verification".When testing hypotheses, new materials are needed instead of the materials used to establish hypotheses.Re collecting data to test hypotheses should be carried out in a planned and grounded manner.
(1) The causality diagram is an effective tool for hypothesis building. All factors in the diagram are assumed to be the cause of the problem. The factors finally included in the diagram must be major and can be confirmed.
① The influencing factors in the figure should be as specific as possible. If expressed in abstract language, the figure may be too large because abstract definitions are concentrated from various instances.For example, the results in the cause and effect diagram represent a certain type of defect, and the main factors in the diagram become a collection of reasons for this type of defect. It is difficult to analyze the mixed factors in the diagram.Therefore, the more specific the result item is, the more effective the causality diagram will be.
② It is inefficient to investigate all possible causes, and the number of influencing factors must be reduced according to data.The information analyzed in the "grasp the status quo" stage can be used to discard the factors irrelevant to the fluctuation of the results.Always remember that the smaller the causality diagram is drawn (with fewer influencing factors), the more effective it is
(2) The hypothesis must be tested in a planned way according to the data obtained from re experiments and surveys
① Testing hypothesis is to verify whether there is a relationship between the cause and the result, and whether they are closely related. Often usedPareto diagram, relevant andregression analysis，variance analysis.
② The main causes of product defects may be one or several, and countermeasures should be taken against the main factors first. Therefore, it is important to judge the main causes
③ DefectiveReproducibilityTest shall be carried out carefully to verify the cause of influenceNon standard partsAs for nonconforming products, it cannot be concluded that non-standard parts are the cause of nonconforming products.The reappeared defects must also be consistent with the defects identified when "grasping the status quo", and have the same characteristics. Conscious reappearance of defects is an effective means to verify assumptions, but in consideration of manpower, time,EconomyAnd other constraints.
Develop and implement countermeasures
1. Operation method:
(1) The elimination of phenomena (emergency measures) must be strictly separated from the elimination of causes (measures to prevent recurrence).
(2) After taking countermeasures, try not to cause other quality problems (side effects). If side effects occur, consider changing a countermeasure or eliminating side effects.
(3) First, prepare a number of countermeasures, investigate their advantages and disadvantages, and choose a solution that is acceptable to all participants.
2. Comments:
(1) There are two kinds of countermeasures, one is to solve the phenomenon (result), the other is to eliminate the cause of the result to prevent recurrence.
After nonconforming products are produced, no matter how well they are repaired, they cannot prevent the reoccurrence of nonconforming products. The fundamental way to solve the problem is to remove the root cause of the problem.Therefore, we must strictly distinguish these two kinds of countermeasures with different natures.
(2) After taking countermeasures, other problems will often arise, just like the side effects of drugs. Therefore, measures and countermeasures must be thoroughly and extensively evaluated from various perspectives.
(3) When taking countermeasures, the relevant personnel must work together. Taking countermeasures often brings about adjustments and changes in many processes. If possible, listen to the opinions and ideas of the relevant personnel. When there are several economically reasonable and technically feasible programs at the same time, adopt democracyDiscussion and decisionIt is a good choice.
(4) DrawSystem diagramIt is a common tool for taking multiple countermeasures at the same time, but attention should be paid to the relationship and sequence of countermeasures.
Confirm the effect
1. Operation method:
(1) Use the same chart to compare the nonconforming product rate before and after the implementation of the countermeasures.
(2) Convert the effect into amount, andtarget valueCompare.
(3) If there are other effects, they can be listed regardless of size.
2. Comments:
(1) At this stage, it should be confirmed to what extent the recurrence of nonconforming products has been prevented. The charts used for comparison must be consistent. IfStatus analysisWithPareto diagram, the arrangement diagram must be used to confirm the effect
(2) ForBusiness operatorIt is important to convert the reduction of nonconforming product rate into amountamount of damagesThe comparison will make the business operators realize the importance of this work
(3) Didn't get it after taking countermeasuresExpected resultsConfirm whether to strictly follow thePlan implementationIf the countermeasures are taken, it means that the countermeasures have failed and the stage of "grasping the status quo" has returnedanticipate resultThe following two situations should be considered:
Whether it has been implemented as planned, the implementation problems often include:
A. Inadequate awareness of the need for improvement;
B. Incorrect communication or understanding of the plan;
C. Without necessary education and training;
D.Implementation processThe leadership, organization and coordination in China are insufficient;
E. Insufficient resources.
Whether there is a problem with the plan, the problem of the plan is often:
A. Incorrect understanding of the current situation;
B. Incorrect information and/or insufficient knowledge in the planning stage lead to incorrect countermeasures;
C. Incorrect calculation of implementation effect;
D. I am not sure of my actual ability.
Prevent reoccurrence and standardize
1. Operation method:
(1) To improve the work, reconfirm5W1HThe content of, that is, What, Why, Who, Where, When, How, and standardize it.
2. Comment: To prevent the recurrence of nonconforming products,Corrective measuresThe main reasons for standardization are:
(1) Without standards, the problem of nonconforming products will gradually return to the original situation.
(2) Without clear standards, new employees are prone to the same problems in their work.
Standardization workIt is not necessary to formulate several standards to make them a part of the thinking habits of employees.Therefore, in order to implementImplementation standardsIt is also necessary to educate and train employees in knowledge and technology.
① Standardization meansOperation sequenceA method of.With the relevant content of How, it can be regarded as standardization;The content containing 4W1H (excluding "why" Why) can be considered very complete.For the method of completing homework, it may be acceptable that there is no "why";However, it is indispensable for employees to understand why they should do so.
② Import NewStandard timeThe main reason for the confusion is that the standards are not fully prepared and communicated. The implementation of the new standards means that the operating methods will change, which will cause many minor errors.In particular, for the work site which is divided into many specific operations and is highly systematic, some of the work has been adjusted, and the other part has not been adjusted accordingly, so the problem arises.
③ Repeated and sufficient education and training are necessary for the smooth implementation of standards.Otherwise, no matter how complete the standards are, they cannot be guaranteed to be strictly followed, and the recurrence of product defects cannot be prevented.
(2) Consider what to do next to solve these problems.
(3) Summarize which problems have been successfully solved and which have not been solved in the process of reducing the rate of nonconforming products.
2. Comments:
(1) It is impossible to reduce the unqualified products to zero, but it is possible to continuously reduce the rate of unqualified products through improvement.At the same time, it is not recommended to focus on one goal and carry out activities on one topic for a long time.At the beginning, set a deadline to summarize what has been completed, what has not been completed, and to what extent, summarize experience and lessons in time, and then enter the next round of quality improvement activities.
(2) The next action plan and preliminary plan for solving the remaining problems shall be formulated.
remaining problems
If there are still problems in production after using corresponding countermeasures, we should make plans for the next step to thoroughly solve them.
If the above seven steps can be consciously applied, any problem can be effectively solved;If you are good at summarizing experience, you can improve yourself continuously.Life will encounter innumerable difficulties and problems. If you master the seven steps to solve the problem, you will master a "Wulin script", which will enable you to excel in martial arts, face all kinds of difficulties and new problems without fear, and continue to produce results wherever you go!
Chairman Mao summed up this process brilliantly in a paragraph: "In a word, human beings must constantly sum up experience, find something, invent something, create something, and make progress. The arguments of stopping, pessimism, inaction, and arrogance are all wrong, so they are wrong, because these views do not conform to the history of human beings for millions of years."
Effective implementation
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1. Followmanagement layerDiscuss the need for quality improvement and emphasizeDefect preventionIs necessary.Give WaySenior managersUnderstand that quality improvement is the most practical way to increase profits, and encourage the management to participate personallyProgramme of activities。
2. Gather the representatives of each department to form a quality management improvement team.
3. Record the quality status of each department in the company, find out what can be improved and where corrective actions must be taken.
4. Evaluationquality costAnd find out where corrective actions should be taken.
5. And employeesActive communication, indicating that the management pays attention to quality, so that on-site supervisors and employees develop the habit of actively treating quality.
6. Encourage employees to discuss their problems, and report to the next higher level if they cannot solve them.Help employees form the habit of finding problems and correcting them.
7. Set up a special committee to studyzero defectAnd the method of implementing this scheme.The members of the Special Committee should apply the concept of zero defect to everyoneEmployee communicationAnd tell employees to do things right from the beginning.
8. Carry out formal training for managers at all levels to make them fully understand the above seven steps so that they can explain to their subordinates.
9. Set up a zero defect day to make everyone understand the company's emphasis on zero defects, and make everyone remember it for a long time.
10. Set goals for employees that they are willing to work hard to achieve. These goals must be clear and measurable.
11. Ask employees to write down any reasons why they cannot complete the zero defect work, and then the appropriate organization in the company will provide answers.Moreover, any question raised must be24 hoursIt shall be confirmed promptly within.
12. Establish incentive programs to praise employees who achieve goals or perform well.
13. Quality professionals and the person in charge of the quality improvement team should meet regularly to communicate and find out how to improveQuality planAction required.
14. Repeat the above steps to make the quality improvement plan becomePermanentAnd therefore becomeCompany systemPart of.
