totalqualitymanagementppt46-品质管理(编辑修改稿)

totalqualitymanagementppt46-品质管理(编辑修改稿)内容摘要：

ve maintenance • Supplier training/certification • Failure analysis • Customer relationship management • Quality systems development Olin School of Business Washington University Panos Kouvelis Manufacturing Management 18 Internal failure costs • Scrap • Rework • Downtime/overtime • Downgrading/disposition • Analysis of scrap/rework • Accidents/injuries • Employee turnover • Loss of morale • Handling grievances Olin School of Business Washington University Panos Kouvelis Manufacturing Management 19 External failure costs • Complaints processing • Warranty • Product recall • Product liability • Field service • Repair • Administrative costs Olin School of Business Washington University Panos Kouvelis Manufacturing Management 20 PONC estimates COMPANY YEAR PONC as percentage of sales IBM 1980 1540 Motorola 1986 13 Heinz 1989 ($350400 Million) Motorola 1989 8 ($800 Million) Olin School of Business Washington University Panos Kouvelis Manufacturing Management 21 General electric estimates STAGE Cost per defect per product Supplier inspection cost $ Ining inspection cost $ Fabrication inspection cost $ Subproduct test cost $ Final product test cost $ Product service cost $ Olin School of Business Washington University Panos Kouvelis Manufacturing Management 22 Traditional processes Cost Conformance Quality 0% 100% Total cost PONC POC Olin School of Business Washington University Panos Kouvelis Manufacturing Management 23 Emerging processes Cost Conformance Quality 0% 100% Total cost PONC POC Olin School of Business Washington University Panos Kouvelis Manufacturing Management 24 Quality and productivity Productivity = Output Input • Common roots: Design for manufacturability Simplicity Improved equipment Better maintenance Less downtime Worker motivation Olin School of Business Washington University Panos Kouvelis Manufacturing Management 25 Quality and profitability • Profit = Revenue Cost = (Price) (Sales) Cost Olin School of Business Washington University Panos Kouvelis Manufacturing Management 26 Quality and profitability 1) Market Gains Higher Quality Garvin Improved Reputation Higher Market Share Experiencebased economies Higher Prices Higher Profits Olin School of Business Washington University Panos Kouvelis Manufacturing Management 27 Quality and Profitability (cont.) 2。