Q: When I was interviewing, a vice president asked, "What do you think of the quality?" I'm in quality management, and I can't answer it at once.

Agree with upstairs, the leader asks such a big question because he wants to know your position and directly express his views on quality and quality management. Without the feedback from the leaders, the most professional quality manager should be able to tell the leaders the history of quality management. Please refer to the following information:

As a part of enterprise management, quality management has been paid more and more attention by modern enterprises. With the development of society, experts and scholars from all walks of life constantly enrich and improve the theoretical knowledge of quality management. For the understanding of quality management, I think we should know the "three development stages", "three characteristics", "three development reasons", "seven tools" and "five people" of quality management.

Three stages of development

The development of management has gone through three stages.

① Quality inspection stage

Before the 20th century, the quality of products mainly depended on the skill level and experience of operators, which belonged to "operator quality management". At the beginning of the 20th century, the emergence of scientific management theory represented by F.W. Taylor promoted the separation of product quality inspection and manufacturing, and the function of quality management was transferred from the operator to the foreman, which was called "foreman quality management". With the expansion of enterprise production scale and the improvement of product complexity, products have technical standards (technical conditions), tolerance system (see tolerance system) is becoming more and more perfect, and various inspection tools and technologies are also developing. Most enterprises began to set up inspection departments, and some departments were directly led by the factory director. This time is "inspector's quality management". All the above practices belong to the quality management method of backtesting.

② Statistical quality control stage

1924, American mathematical statistician W.A. shewhart put forward the concept of controlling and preventing defects. Using the principle of mathematical statistics, he put forward the "6σ" method to control product quality in the production process, drew the first control chart and established a set of statistical cards. At the same time, Bell Institute of the United States put forward the concept of sampling inspection and its implementation scheme, which became a pioneer in solving quality problems by using mathematical statistics theory, but it was not generally accepted at that time. The popularization and application of statistical quality control based on mathematical statistics theory began in World War II. Because the quality of weapons and ammunition can't be controlled by back measurement, the U.S. Department of Defense decided to apply mathematical statistics to quality management. The Standards Association made a plan for applying mathematical statistics to quality management, set up a special committee, and published a number of American wartime quality management standards in 194 1 ~ 1942.

③ Total quality management stage

Since the 1950s, with the rapid development of productivity and science and technology, people's attention to product quality has shifted from general performance to durability, reliability, safety, maintainability and economy. In production technology and enterprise management, it is required to study quality problems from a systematic point of view. Management theory also has new development, highlighting human factors and emphasizing the efforts of all employees to ensure quality. In addition, there is the rise of the movement of "protecting consumers' interests", and the market competition among enterprises is becoming more and more fierce. In this case, American A.V. feigenbaum put forward the concept of total quality management in the early 1960s. He pointed out that total quality management is "an effective system to produce and provide services at the most economical level and fully meet customer requirements, and an effective system to integrate the activities of various departments in developing quality, maintaining quality and improving quality".

Our country started to carry out total quality management from 1978, and achieved certain results.

(B) Three characteristics

The development of quality management is closely related to the development of industrial production technology and management science. Modern quality concept includes three aspects: sociality, economy and systematicness.

Sociality of quality

Quality is not only evaluated from the perspective of direct users, but from the perspective of the whole society, especially when it comes to production safety, environmental pollution, ecological balance and other issues.

Quality economy

Quality is not only considered from some technical indicators, but also comprehensively evaluated from the aspects of manufacturing cost, price, use value and consumption. When determining the quality level or goal, we cannot be divorced from social conditions and needs, nor can we simply pursue the advanced nature of technology. We should also consider the economic rationality in use and achieve a reasonable balance between quality and price.

System quality

Quality is a complex system, which is influenced by design, manufacture and use. For example, a car is a complex mechanical system, and it is also a use system involving the characteristics of roads, drivers, passengers, goods and transportation systems. Product quality should achieve the goal of multi-dimensional evaluation. Feigenbaum believes that a quality system refers to a product network with clear quality standards and management and technical steps required for delivery.

The development of quality management to total quality management is another major progress in quality management. Statistical quality management focuses on the application of statistical methods to control the quality of production process, which plays the role of preventive management, thus ensuring product quality. However, the formation process of product quality is not only related to the production process, but also to many other processes, many links and factors, which can not be solved simply by statistical quality management. Total quality management is relatively more suitable for the objective requirements of integrity and comprehensiveness of quality management in modern mass production, and it further moves from local management in the past to comprehensive and systematic management.

(C) Three reasons for development

First, it is the product of production and technological development. Since the 1950s, with the rapid development of social productive forces, science and technology are changing with each passing day, industrial production techniques and means are becoming more and more modern, and industrial products are being updated more and more frequently. There have been many large-scale products and complex systems engineering, such as the atomic bomb planned by Manhattan in the United States (which began as early as the 1940s), the Polaris missile submarine developed by the navy, rocket launch, artificial satellites and even Apollo spacecraft. The quality requirements of these large-scale products and systems engineering are greatly improved, especially the requirements for safety and reliability are unprecedented. Safety and reliability play an increasingly important role in the concept of product quality. For example, the reliability and integrity rate of aerospace industrial products are required to reach 999,999%, that is to say, this extremely complex system engineering is only allowed to fail once in 6,543,800 actions. Electronic components, devices, mechanical parts and so on. What they use should run continuously and safely for 65.438+0 billion hours to 65.438+0 billion hours. Take the Apollo spacecraft and the Mercury V launch vehicle as examples. It has 5.6 million parts. If their intact rate is only 99.9%, 5,600 parts will fail in flight, and the consequences will be unimaginable. Another example is an aerospace project in the United States, which failed to launch four times in a row just because the high-frequency voltage measurement was inaccurate. For the requirements of such high standards and high precision of product quality, it is obvious that relying solely on statistical quality control has become increasingly unsuitable and cannot meet the requirements. Because, even if the quality of the manufacturing process is well controlled and all processes meet the technological requirements, the work such as experimental research, product design, trial production appraisal, preparation process, auxiliary process and use process does not conform to the quality management track, and there is no good coordination and disorder, so it is still impossible to ensure the quality of products, effectively reduce the quality cost and improve the competitiveness of products in the market. This objectively puts forward new requirements for the development of total quality management. The appearance of electronic computer as a modern management tool and its wide application in management provide an effective material and technical basis for the comprehensive and systematic study of quality management, and further promote the realization of quality management.

Second, with the deepening and development of the internal contradictions of capitalism, with the improvement of workers' cultural knowledge and technical level, and the rise of the trade union movement, in order to alleviate the increasingly sharp class contradictions, the attitude and management methods of capitalists towards workers have also changed, and the bourgeois management theory has developed again. The concept and theory of behavioral science have been introduced into management science and entered the stage of "modern management". The main feature of "modern management" is that in order to achieve more ingenious utilization, we must first manage good people, pay more attention to human factors and give full play to people's role. It is believed that the theory of "scientific management" in the past regarded people as a link of the machine and workers as a conscious organ, just like the accessories of the machine, and put them in a certain position to study management, ignoring people's subjective initiative. Now, if we want to play a role in production as an independent subject, we need to stimulate motivation from the essence of human behavior and study how to mobilize people's enthusiasm from the essence of human beings. People are influenced by psychological factors, physiological factors and social environment, so we must study the influence of social environment, interpersonal relationship and personal interest on improving work efficiency and product quality from the perspective of sociology and psychology, and try our best to adopt management methods that can arouse people's enthusiasm. On the basis of this theory, various new methods such as "industrial democracy", "participation management", "stimulus plan", "decision-making" and "management by objectives" are put forward. The development of this management theory has brought great influence to all aspects of enterprise management. In quality management, there have been corresponding flawless movements to organize workers to "control themselves", quality management group activities, quality proposal system and "independent management activities". , so that quality management gradually moves from the management of a few people such as technology and inspection to the management activities of most people.

Third, in the fierce competition in the capitalist market, in order to protect their own interests, buy products with reliable quality, low price and good quality, resist irresponsible advertising wars and flashy goods promoted by capitalists, consumer organizations have been established, and the "protecting consumers' interests" movement has emerged, forcing the government to enact laws to stop enterprises from producing and selling inferior products that affect safety and health, and requiring enterprises to bear legal and economic responsibilities for the quality of products provided. The products provided by the manufacturer not only require the performance to meet the quality standards, but also ensure that the products have good use effect, reliability, safety, economy and no quality problems during the normal use period after sale. This is the problem of quality assurance and quality responsibility in quality management, which requires manufacturers to establish a whole-process quality assurance system and turn quality management to the goal of quality assurance.

(4) Seven tools

Control chart is a graphic display of the measured data of important product or process parameters. The diameter of bearing balls can be used as an example in manufacturing. In the service industry, the measured value can be whether the information required for insurance claims is listed.

Measure at different times according to statistical sampling steps. The control chart shows the change of measurement results with time, which is designed according to normal distribution, that is, the classic bell curve. It is easy to see whether the actual measured value falls within the statistical boundary of this distribution with the control chart.

The back is called "control upper limit" and the lower limit is called "control lower limit". If the measured value on the graph is higher than the upper control limit or lower than the lower control limit, the process is out of control. In this way, it is necessary to seriously investigate and study to find out the problems and find out the factors that are not random changes. Is the steel bar used to make bearing balls too hard? Too soft? Or is the adjustment value of cutting amount on the steel bar cutter set incorrectly?

Pareto diagram is a simple chart tool, which is used to count and display the number of various defects or problems in a certain period. The results are represented by bars with different lengths on the graph. The principle is based on the research of Italian economist Vilfred Pareto in the19th century, that is, 20% of all possible causes lead to about 80% of the problems; The remaining 80% only caused 20% problems and defects.

In order to make the improvement measures most effective, we must first grasp several key reasons that lead to most quality problems. Pareto chart helps to identify the decimal key causes of most problems. The drawing can also be used to identify the parts that are most likely to produce some defects in the production process.

Fishbone diagram is also called causal analysis diagram or Ishikawa diagram (named after kaoru ishikawa who first proposed this tool). It looks a bit like a fish bone, and the problem or defect (that is, the consequence) is marked outside the "fish head". Fish bones grow on fish bones, and the possible causes of production problems are listed according to the number of opportunities. Fishbone diagram helps to explain how various reasons interact. It can also show how various possible causes appear in turn over time. This helps to solve the problem.

Trend charts are sometimes called trend charts. It is used to display the measurement results obtained within a certain time interval (such as one day, one week or one month). Draw a picture with the measured quantity as the vertical axis and time as the horizontal axis.

The trend chart is like a constantly changing scoreboard. Its main purpose is to determine whether there are important time patterns in various problems. So that we can investigate the reason. For example, if you draw the distribution map of defective products by hour or by day, you may find that as long as you use the materials provided by a supplier, there will be problems. This means that the supplier's materials may be the reason. Or find some problems when a machine is started, which means that the problem may be in this machine.

Histogram is also called line graph. On the histogram, the number of products in the first control category (corresponding to one of a series of independent measurements) is represented by the length of the bar. The first category is marked, arranged horizontally or vertically. Histograms can indicate which categories represent the most measured values. It also shows the relative size of the first category. The histogram shows the actual distribution of the measurement results. The graph can show whether the distribution is normal, that is, whether the shape is approximately bell-shaped.

Distribution charts provide a standard way to show the relationship between one variable and another. For example, to know the relationship between the tensile strength of the metal wire and the diameter of the metal wire, it is generally to stretch the metal wire until it breaks, and write down the accurate value of the force used to break the metal wire. Draw the results with the diameter as the horizontal axis and the force as the vertical axis. In this way, we can see the relationship between tensile strength and wire diameter. This information is very useful for product design.

Flowcharts are sometimes called input-output charts. The diagram intuitively describes the specific steps of the workflow. Flowchart is very helpful to accurately understand the progress of things and decide how to improve the process. This method can be used in the whole enterprise, thus intuitively tracking and explaining the operation mode of the enterprise.

Flowcharts use some standard symbols to represent certain types of actions, such as diamond boxes to represent decisions and boxes to represent specific activities. But more important than these symbols, the sequence of work processes must be clearly described. Flowcharts can also be used to design and improve workflow, by first drawing how things should be done and then comparing them with the actual situation.

(5) Five main figures

The foundation and development of theoretical knowledge of quality management are absolutely inseparable from the following five figures. Learn and understand the knowledge of quality management, and you will understand the development history of quality management.

taylor

1875 the birth of Taylor system-the beginning of scientific management

The initial quality management-inspection activities were separated from other functions, and full-time inspectors and independent inspection departments appeared.

Walter shekhta

1925, shewhart put forward the theory of statistical process control (SPC), and applied statistical technology to monitor the production process to reduce the dependence on inspection.

In 1930, Dodge and Luo Ming put forward the statistical sampling inspection method.

In the1940s, Bell Telephone Company made great achievements in the application of statistical quality control technology.

Application of statistical quality control technology promoted by American military suppliers in munitions;

Deming

In 1950s, Deming put forward the viewpoint of quality improvement-after shewhart, he systematically and scientifically put forward the continuous improvement of quality and productivity by statistical methods; Emphasize that most quality problems are problems of production and management system; Emphasize the responsibility of top managers for quality management. Since then, Deming has continuously improved his theory, and finally formed the "Deming Fourteen Methods" which has a great impact on quality management.

Zhu Lan, feigenbaum.

In the early 1960s, Zhu Lan and feigenbaum put forward the concept of total quality management-they suggested that in order to produce products with reasonable cost and high quality to meet the requirements of the market, it is not enough to focus only on the activities of a single department, and quality activities covering all functional departments must be planned.