品質員手冊〔QC Handbook)
序言：
書為品質制概論必備手冊係全面概述實際運於品質理點
說做品質理須具備複雜技錯果理解書描述品理論根概念少解決 80 品質問題現讓們與讀者逐章來認識謂理想品質
利手冊：
首先從頭尾遍手冊第二遍會新收穫接著個月後讀遍會發現東西確實結合工作半年遍會受益非淺
們希這手冊對公司個部門無論直接還間接部門廣泛適
內容：
品質理三根原則
品質理實踐十原則
第章品質理進程
11正崴公司根經營理念與職責
12優良產品
13滿足社會需求
14品質理全員責
15個應對工作負責
第二章達成目標
21理循環PDCA
22現況分析與握
23目標清楚設定
24 90達成度計畫制訂
25計畫執行
26結果確認與評估
27防止問題犯 4 步驟
第三章根據事實數據科學方法品質理根態度
31觀察事實蒐集數據
32蒐集數據
33重點性效果性分析法〔柏拉圖〕
34特性分析
35品質總分佈性
36分析資料〔〕層別法
37分析資料〔二〕散佈圖制圖
第四章品質保證根步驟
41產品品質與們工作間關係
42作業標準化〔作業規範〕
43充分教育訓練
44製程中建立品質
45瞭解檢查根功
46模治具設備與檢驗儀器理
47「防呆」觀念提昇
48對異常現象應快速反應
第五章品圈活動展開
51建立性化工作職場
52QC手法與品圈關係
53組織編成與領導者選
54設定目標與活動展開
55歸納與發表
品質理三根原則：
1 謂品質者「應顧客需求提供令滿意商品」這「企業生命」
2 品質理必須從全體員確實意識「品質企業生命」
3 品質理基於事實現場實物推行 P D C A 理循環〔戴明圈 Deming Circle〕
品質理實踐十原則：
1 品質理先從正確掌握認識現狀開始
2 從確實掌握〔部門〕壞狀況做起
3 「選取 12捨棄 34」非兼顧取重點
4 並非顧事物「結果」重視「過程」
5 現場現物數據確認證實「事實」
6 品質數據中重視「變異數分佈」勝過「均值」
7 檢查並製造品質工程階段中製造
8 工作指示步驟口頭清清楚楚標準書進行
9 旦發現異常馬行動找出真正原做出應策
10 沒樣失敗發生更糟必須徹底預防發生
第章品質理〞進程
11 正崴公司根經營理念職責
正崴公司精密機械加工微電子組裝力掌握開發製造檢測技術建立全球行銷網路提供客戶品質優良訊號傳輸與源處理組件資訊通訊市場需求為導「真誠宏觀盡責」理念斷超越創造企業正确經營績效
12 優良產品
受全世界們歡迎優良產品 …
(1) 品質優良
△ 性良
△ 簡單舒適操作
△ 良期限
△ 安
△ 外型美觀產品合格
△ 快速滿意服務
△ 引為豪信譽度
(2) 價格合理
△ 給客戶滿意價格時認識產品價值
△ 維護合理價格增加們銷售額
(3) 交貨迅速
△ 新產品領先
△ 充分滿足客戶需求
△ 穩定交貨數量沒過剩產品
13 滿足社會需求
世界民生活標準思考方式隨著時間變動斷改變競爭市場斷湧現新優良產品
們對求水準隨斷改變天優良品明天會毫無價值
果說前還接受產品某良旦更產品們會摒棄這種低水準產品
说明對品質嚴格求前們來想想當買合格品時 會產生樣印象
14 品質理全員責
個品責誰生產優良產品？公司個員工從工個部門高理階層責
責：
△ 企劃部調整市場需求計劃滿足市場需求商品
△ 設計處員研究達理想產品技術方法材料
△ 採購課合理價格充分時間採購保證產品品質需零件材料
△ 生產課們帶品質屬性手法生產件產品
△ 銷售課則這樣優良產品通過良服務介紹給客戶
這部門支弦樂隊高級理部門領導奏響優良產品服務諧樂章
15 個應對工作負責
合格品麼產生？
追根究柢們手工製造產品說須假藉手幫助製造產品全動化設備根來操作與維護當然們成心生產出合格品問題們知道們工作裡出錯〞
無論們誠實謙虛觀察們工作找出弱點解決這問題品根理論適合過讓們努力來保證們工作成果吧
例：
當們問生產課們部門問題甚麼？〞們通常會這樣答复：們問題例零件良設計良導致於組裝困難〞
為這問題生產部門真正問題嗎？
總對問題否正確答复正顯示們對品質制理解程度
第二章 實現目標：
21 理循環〔PlanDoCheckAction〕
為達們目〔例減少良率控制定水準〕們必須進行四個步驟：
(1) 們必須明確目標確立實現目標手段〔計劃〕
(2) 實施計劃〔執行〕
(3) 觀察形勢結果們否著目標前進〔確認〕
(4) 當們沒著目標發展時進行必矯正〔改善行動〕
們這四個步驟稱作「理循環」「戴明循環」
例：
於風原支箭正確射中靶子新制系統支火箭瞄準月球發射確認飛行路徑速度等制點假设們正確修正們確保達目標
回頭來達工作目制點甚麼？
22 現況分析與握
們經常做事情沒深思熟慮頭來後悔缺乏準備與調查生病經過仔細診斷服藥危險
們經過體溫測量脈時還需驗血知道病情真正原工廠樣們確定對策前必須先透過資料數據來解合格品率良類型扔央A清楚從數據中並透過群策群力來找出問題原
23 目標明確設定
次確立個明確目標非常重建立個們想建立需清楚認識理想局面對集中個精力工作益處
制定目標與公司政策目標相關時為改善工作職場單獨制定目標單獨制定目標體育運動目標們具體情況對手高記錄作較為達明確對手高記錄們正確制定更高目標
24 90達成度計畫制訂
們制定計劃為實現目標經常計劃卻計劃時候周全計劃準備產生結果據說巧婦烹飪前作精心準備制定計劃前讓們先考慮素：
△ 制定計劃確實成功目標實現嗎？
△ 與工作相關士緊密合作嗎？
△ 考慮過具體對策沒？
△ 否周密製作記錄制體系足知制結果採取措施？
現們從幾點來確認們計劃：
時間(When〕 整個時程表完成日設定
物(Who) 誰負責部份工作
內容(What) 們算作甚麼
點(Where) 裡部份優先執行
原(Why) 為必須這樣做
方式(How) 們實現
中国资料库载
25 計畫執行
「旺盛企圖心」「良手法」缺
執行計劃個應保持「旺盛企圖心」利新科技選擇「良方法」
「旺盛企圖心」包括：
△ 實現目標堅強意志積極行動
△ 密切合作熱情
△ 完成工作內容強烈責感〔命感〕
「良手法」包括：
△ 統計方法應
△ 數據收集整理完全標準化系統化
△ 個知識技發揮
發展個積極意識力必少
執行們計畫確認個充清楚瞭終目標非常重當環境條件改變發現嚴重問題時猶豫改變計劃免受干擾無法實現目標
26 結果確認與評估
開始時候個精神十足信心百倍中途時會發生熱情消退甚無問津結果
理領域重環檢查〞們必須斷檢查製程結果
前述制定計劃時候必須確立理素然後根據這理素檢查結果並分析過程知道結果原甚麼
針對製程與結果品員應更注重製程制
方：
當們贏場球賽總會分析過程為球藝精湛贏還於對方失誤僥倖獲勝
品評估工作應抽象對起次會心類語言採取合理對策消良原
27 防止問題犯四步驟
數問題們部門來說經歷過們必須採取長久對策來防止類似問題發生為採取面四個對策步驟必
(1) 首先們必須消包括庫內合格品
(2) 分析消良〔修理模具〕
(3) 為發生樣問題需建立規則來觀察良變化情形〔週檢查次模具〕
(4) 建立檢測記錄機制確保對於良監控持續性執行
個方：
位總統發現發現客廳鐘走非常生氣客來給甚麼？錯誤鐘點嗎？〞秘書發現電池完趕快給換掉
現做甚麼？幾個月後會麼樣？
們需做什麼呢？
第三章 品根態度據事實資料科學深入
31 觀察事實蒐集數據
日常生活中們談論事情並沒切合事實說時候發生事情們感覺行事然並非事實個見已
果這種方法處理問題科學進行品質制時難改善產品品質品體系
首先們必須雙眼解觀察工作現場實際合格品當問題發生時候必立趕工作現場观察這做現場確認〞
科學方法基礎資料數據來掌握事實們應儘量文字描述想概〞類話來檢討問題
32 蒐集數據
為分析品質收集呈現事實數據必
開始新工作前必準備收集資料體系為原始數據分析更為重
收集數據話們須備查檢表〞分為兩種類型：
(1) 記錄查檢表 記錄實際數據合格品數根據項目來分類
(2) 點檢查檢表 為生產優良產品製程素氣壓焊錫溫度等需檢查
這相關素表單完成後定期檢查時表單註明 OK 〞還 NG 〞相關數據
這記錄充分體現工作職場實情產品標準並們根據記錄找出真正良原
33 重點性效果性分析法〔柏拉圖〕
們發現周圍問題相當限時間力物力時解決這問題幾為獲效益們必須知道問題重進優先順序來全力解決們柏拉圖對點相當幫助柏拉圖將較項目排左側柏拉圖認為 80 品質問題從 20 項目產生
假針對2 3 個問題點來解決建立優先順序原則忽略次項目必
34 特性分析研究〔特性圖〕
為解決問題解真正原相互聯繫非常重例們汽車煞車失靈會原說少呢？太久缺少汽油等
們這原畫成魚骨圖〔特性圖〕
分枝影響終結果直接原中間分枝分枝原分枝中間分枝原個分枝形成個原 結果相互關係格式
果分枝沒原與結果相互聯繫這個分析圖失意義魚骨頭甚對貓沒吸引力
特性圖對們找出問題原組織相互聯繫關係幫助
35 品質總分佈性
們直生產批產品元件材料這產品品質總會定程度分散
極產品品質分散程度少然們戶會感方便方說規格講這個電燈泡壽命為 2000 時〞這中間值測試 100 個燈泡壽命超過 2500 時低壽命缺乏 1500 時
們這種分散現象直方圖表現出來這樣們知道值為 1600 時標準值良百分
品員應更重視分散性中間值材料操作機器等分散影響產生品質分散讓們從直方圖來研究這種分散特性吧
中国资料库载
36 分析資料〔〕層別法
們生產產品生產過程尺寸會分散種圖示來減這分散們還必須解分散原後數據身通常說明原
找出原個現實方法層別法當某機器軸直徑超出範圍數據兩台機器產生們必須分層找出與機器相關數據
然後們找出 AB 兩台機器處果 A 機矯正方法正確們容易矯正過來這分層〞範例並果們從方面來分層數據話們會找出效原
重點：
(1) 分層基原 特性圖
(2) 從角度分層取數據
(3) 分層後檢查分散點〔散佈圖〕
37 分析資料〔二〕散佈圖制圖
(1) 散佈圖
解原結果間關係〔例：氣動扭力起子扭力空壓間關係〕方便畫散佈圖原數據表示於x軸結果數據表示於y軸們清楚二者間關係便於們解決問題
(2) 制圖
分散包含種原個必然原〔普通機器引起分散〕種特殊原〔：材料品質產生分散〕們必須控制後者通過制圖找種起們來研究制圖為果們習慣制圖這對們工作將益處
第四章 品質保證根步驟
41 產品品質與們工作間關係
個製程對產品品質負責例：較操作檢驗零件會導致合格品產生為手指油脂會致生銹擠壓會導致變形產生合格品前們應先通過實際樣品實驗來分析並找出工作中出現良原
充分解這具體原防止產生合格品必素研究合格品原傾聽技術工程師品質重論題演講對們樣益
42 作業標準化〔作業規範〕
生產分散產品無論甚麼時候誰完成應保持個製程程序致性個口頭說明記憶並總信們必須規範們成為作業規範〞
想來描繪這點重們應實際找出工作必須方面然後們作成作業規範〞
工作職場品質制從作業規範開始
更方法情況改變應修正作業規範必圖例來製作易懂作業規範時應該放容易取參考方
43 充分教育訓練
知道樣焊錫嗎？〞
知道焊錫良時樣產生嗎？〞
否完美無缺陷作銲錫？〞
事情做完美需三個步驟知道(To know)〞懂(To understand)〞做(To be able to)〞達第三個步驟成為個專業作業員嚴格訓練確實必性根從工作職場操作開始們應接受訓練直生產出優良產品為止
現們來思考品 ~
知道品甚麼嗎？〞
解執行品作業時部份較難推動？〞
否成功執行品嗎？〞
44 製程中建立品質
說們產品經過嚴格檢驗絕對〞這種說法對嗎？先產出堆合格品然後經過嚴格檢驗挑選這個損失首先們應建立個產生合格品效體制說產品特性根容許全數檢驗〔：燈泡壽命〕產品品質根應該個製程保證當然果情況允許話們應該透過全數檢驗來確保生產品品質們應意識檢驗作挑選建立品質
45 瞭解檢查根功
合格品然防止然為保證品質檢驗作檢驗測試應三個素：
1 建立明確判定標準
2 藉檢測來評估品質
3 將檢測結果與標準作較判定允收還拒收
們時出錯為沒明確判定標準檢驗結果數據應作為原來製程改善據檢驗兩種形式：全數檢驗抽樣檢驗前者通常於製程檢驗後者進料出貨檢驗
全數檢驗：
△ 果保證件產品品質
△ 納入批合格品
△ 檢驗钱低全檢產品
抽樣檢驗
△ 為減少檢驗钱從部份樣品中評估品質水準進判定否會給客戶製程帶來重風險
46 模治具設備與檢驗儀器理
們工作職場種樣工具機器測試儀器天通過電氣設計機器廣泛動化操作果這機器操作條件對樣會產生量合格品簡單模治具久磨耗產生量合格品
果測試儀器錯誤整個品保體系毫無意義們必須確立點檢制度決定樣工具機器重查檢點準備點檢表便定期查檢
儀器錯誤出現問題前們需建立制度便預防
47 防呆〞(Fool Proof)觀念提昇
們總盡力做們全事事完美總時會出錯假设 100 個個犯 1100 錯意味著總將 100 錯必須考慮設計假设干裝置便們發生錯誤時立警示暫停機械操作
這做防呆〞並果全體員工盡力改善工作們會減少於粗心造成良們會取進步事實這種活動公司已經相當成功
例：產品包裝中附屬零件說明書保證書遺忘為預防這類事情發生個零件外箱安裝鍵開關(Touch Switch)假设當作業員起這零件沒序觸動個開關忘觸動開關時擋板會掀開 阻止紙箱繼續流動
48 對異常現象應快速反映
們日常工作中經常容易注意異常現象果們直接影響生產經常會忽略果這異常現象報告給經常會帶來損失
例：螺絲鎖入塑膠零件作業員感困難時於行調整氣動扭力起子空壓便繼續工作
事實真正原模具 PIN 斷裂導致塑膠孔變淺然幾個月後於螺絲殘留應力〔〕 導致塑膠破裂這產品變成合格品
△ 果發現異常現象應馬司報告
△ 果發現異常現象追溯並找出真正原
△ 果問題較嚴重通知相關部門採取措施直作出重檢暫停出貨決定
△ 對改善對策採取行動速度反映出貴單位品水準
第五章 品圈活動展開
51 建立性化工作職場
個品領域頗成效女工公司品會議告訴們等將來孩會深刻印象告訴〔〕〞為甚麼會給留這麼深刻印象呢？沒親身經歷容易理解們想感滿意為力投入取成為公司全體員工對品效果認識
品活動必性僅僅於對勞動力需求於個發揮智力觀念參與工作職場變更通過這種品質活動個會感參與價值
中国资料库载
52 QC手法與品圈關係
麼品圈發揮效呢？首先必須學習
們必須學習關改善工作職場統計技術認識希書助於解這基礎樣對國內外公司品質活動範例分析為品活動日美國歐洲東南亞切實推行
53 組織編成與領導者選
品領域活動觀念於工作職場全體員願參與希某出來領導這個團體積極支持部門工作幾個十來個組成這樣品組果屬於部門著樣活動更容易激勵活動開展果部門全體員願意參與這意識著領導相當出色活動變積極當然高級領導關注與支持對品活動起著促進作
54 設定目標與活動展開
從學習品開始品活動常事情果達定水準需確立活動目標剛開始時候從日常熟悉問題中選擇目標預防零件掉落〞便較容易們合作
根據組織情況建議團幾團開次會離次會議時間太長免影響活動順利開展
工作職場開會為們強化話題活動應該安排個發揮作這樣全體意思會採納全體員工對活動支持非常需
55 歸納與發表
當改善行動進行後初情況來確認效果果必提高效果繼續行動果滿意效果總結行動過程這點對個績效重
結果呈報給舉行品保會議時準備並參考為作充分準備個行動準備圖表實際樣品練習介紹方法這樣更效理解與接受
希書輔佐工作職場生動品活動
Chapter 1 Let＇s proceed Quality Control
11Basic principle of Matsushita Electric and our responsibility
Our company policy and also our responsibility are to provide an abundance of excellent electrical appliances to enrich people＇s life everywhere
When our products that are made by each one of us are welcomed and pleased by the people of whole world it represents that our company policy is achieved it is great pleasure of ourselves
Objectivesbasic business principles
To recognize our responsibilities as industrialists to foster progress to promote the general welfare of society and to devote ourselves to the further development of world culture
12 Excellent Merchandise
Excellent Merchandise that is welcomed and by the people of whole world is
(1) Excellent Quality
⊙Excellent performance
⊙Easy and comfortable operation
⊙Excellent durability
⊙Reliable safety
⊙Attractive appearance and good finish
⊙Quick and satisfactory maintenance service
⊙High prestige that can be proud of
(2) Reasonable Price
⊙Satisfactory price being recognized the value of the produces by the customer
⊙Attractive price for the retailer to increase their sales amount
⊙The price that brings profit for us from the created value of the products by our hand
(3) Quick Delivery
⊙Always the leader of new products
⊙Abundant production to fulfill demand of the customer
⊙Stabilized inventory control without excessive merchandise
13We should meet the demand of society
The standard of living and the way of thinking of world people vary with the times
In the market alwaysnew excellent products are being born
Level of the requirement of people will vary according to those circumstances so one excellent product might become worthless tomorrow
Small defects might have been allowed before but once better product appears customer will shun the lower level products a
Before claiming severe demand of your supervisor about quality lets imagine the impression when we might buy such a defective products
14 Everybody is responsible for Quality Control Who makes excellent products
That is everybody in the company from to each worker including whole section
⊙Top management They are
⊙People in the planning section investigate demand of the market and plan the merchandises that satisfy the demand
⊙People in the designing section study the technical method material to realize the ideal merchandise
⊙People in the purchasing section purchase parts and materials of adequate quality with adequate price and timing
⊙People in the production section assemble them one by one with their qualityminded hand
⊙People in the sales section introduce these excellent products to make good service to the customers
These sections play each part like an orchestra conducted by top management and beautiful harmony of them produce excellent product and service
中国资料库载
15 everyone is responsible for hisher own job
How are the defective products produced
In conclusion they are produced by the hand of man It means in other words even highly automated machine that produces products without help of hands of man it is basically operated and maintained by man
Of course we do not intend to produce defective products but the cause is that We don＇t know which point of our job is defective
Anyway we have to observe our own job with modesty and find the weak points
To solve these problems QC philosophy is fully available Let＇s make an effort to assure the results of our own job
For example
When we ask to somebody in production section What is the problem in your section Usually he will reply ＇＇We have many problems of defective parts and difficult assembling by difficult design
Do you think these problems are really the problems of the production section
In short the amount of correct answer for that question represent the degree of understanding regarding
Quality Control
Chapter 2 How to achieve our target
21Control Circle (PDCA)
In order to achieve our target (for example to reduce the percentage of defects to certain level) we have to proceed following four steps
1) First we have to make the objective clear and set up the means to achieve the objective (Plan)
2) Put the plan into practice (Do)
3) Observe the situation or results to see if they are progressing towards the objective or not (Check)
4) When they are not progressing towards the objective adjustment should be made (Action)
We call these 4 steps Control Circle or Deming Circle
Example
An arrow cannot always get to the target because of wind incorrect aiming etc
New control system is like a moon rocket Aim the moon shoot and check the control points of direction and speed on the way and if they are incorrect correct them and then it is assured to get to the target
Now what is your control points to achieve your job
22 Recognition and analysis of the situation
Often we do something without thinking deeply and later regret about lack of investigation and preparation
When somebody get sick it is very dangerous to take medicine without checking real situation
We have to check temperature of the body pulsation or sometimes analyze the blood and we have to know the cause clearly
It is same in the factory Before we decide the countermeasure we have to know the percentage of defective products type of defects etc clearly by the data and look for the biggest problem and its causes by the cooperation of everybody
23 Let＇s make the target clear
Secondly it is very important to set up the target clearly To make the ideal situation that we want to or have to realize clear is very helpful to concentrate the mental power of everybody
The target is set up relating to the company policy or target or sometimes set up independently in order to improve our own workshop
Independent target is like a target of sports comparing our situation to the record of the competitor and in order to approach or clear the record of others we set up the higher target Properly
So let＇s widely observe the level of your competitor or better workshop to set up the target properly
24Let＇s set up the achievable plan
We set up the plan to achieve our target but often the plan is left as a plan
Most part of good result is produced by the good planning and preparation
It is said that a housewife who cooks well prepares well before cooking
Before setting up the plan let＇s think about following points
⊙Does the plan really lead to the success in realizing the target
⊙Can you get full cooperation of all people related to your job
⊙Is the concrete countermeasure considered
⊙Is the system of record and report of the control well planned to know the results and take action
Now again let＇s check the plan from the following points
When Whole schedule and target of
Who Who takes what part
What What are we going to do
Where Where is most advantageous to
Why Why is it necessary to do
How How can we realize
25To carry out the plan
Vital will and Good method is necessary
To carry out the plan everybody have to maintain vital will and choose the Good method＇ utilizing the latest technology
Vital will
⊙Strong willingness to achieve the target and positive action
⊙Enthusiasms to get full cooperation of other people
⊙Strong sense of responsibility to fulfill what is decided
Good method
中国资料库载
⊙Application of statistical method
⊙Adequate standardization systematization of data collection
⊙Utilization of knowledge and skill of each individual
Basically developing vital mind and capability of each person is indispensable
To carry out the program it is important to confirm whether everybody is fully aware of the final objective
When certain change of circumstances or severe difficulty is found it＇s better not to hesitate to change the plan in order to achieve the objective without foil
26 Checking the result and revaluation
At the beginning of the process everybody starts with full enthusiasm but in the course of time it sometimes happens that the enthusiasm fade away and nobody care about the results
One of the most important steps of control circle is Checking We always have to watch and check the process and results
As described before we have to decide the control points when setting up the plan
Then check the results according to the control points and analyze the process to know why we got such results
QC people lay more stress on process than results
For example when we won a football game we have to analyze the process whether it was lead by good performance of players other team or by lucky occasion like a mistake of the other team
Revaluation of QC should not be an abstract one like Pardon me I will be more careful but should lead to reasonable countermeasures to eliminate bad causes
27 Four steps of countermeasures in order not to repeat same problem
Most of the problems are experienced before by somebody in our section
We have to take permanent countermeasures in order not to repeat same problem For this the following 4 steps of countermeasures are all necessary
(1) First we have to eliminate defective products included in the stock
(2) Analyze and eliminate the cause of the defects (For example repair the mold)
(3) In order not to repeat the same problem set up the rule to watch variation of the cause (For example check the mold once a week)
(4) Set up the check and record system to confirm that the check of the cause is constantly
One example
A president got very angry finding the clock of the guestroom stopped What if the guest read wrong time His secretary found the battery worn out and replaced it
Now it is all for her to do Several months later what will happen What should we do more
Chapter 3 Fundamental attitude of Quality Control is scientific approach based on the fact and data
31Let＇s observe the fact and collect the data
In our daily activities there are many cases where we talk and discuss without confirming the fact Moreover sometimes it happens that something to be believed as the tact is found that it was not the fact but an opinion of somebody
In such a way we cannot proceed quality control scientifically and it is difficult to improve quality of products or quality control system
First we have to watch and observe the workshop and actual defective products by our own eyes
When we get an information of trouble immediate visit to the workshop is necessary
This action is called Onthespot confirmation
The scientific approach begins by data and numbers
Let＇s not talk the fact by literary expression like I think it is about…
32 How to collect data
In order to analyze quality it is indispensable collect data that represents the fact
Before starting new job it is necessary to prepare the system to collect data because initial data is more important to analyze
We have to prepare check sheet to collect data which is classified into two types as follows
(1) Data recording check sheet To record actual data or number of defective products or the like classifying them according to each category
(2) Confirmation check sheetIn order to produce excellent products there are many elements of production like air pressure or temperature of soldering iron to be checked
After preparing a list of this element periodically check them and mark OK or NOT OK on this list
These record are fully informative to know the＇ actual situation of our workshop or quality level of products and we can use this to find out actual causes
33 Priority policy for maximum effectiveness (Pareto diagram)
We find many kinds of problems around
It is almost impossible to attack all these problems by limited time and person and cost
In order to get maximum effectiveness we have to know which problems are the major ones and attack them with strong priority policy
For this purpose Pareto diagram is fully helpful This diagram is such arranged that bigger item comes left Pareto principle says 80 of problems come from only 20 of major items
So for example in order to attack 2 or 3 major items only it is important to set up strong priority policy neglecting all other items
34 Let＇s study cause of problems (Causeandeffect diagram)
To solve the problem it is very important to know the real causes and interrelations among causes
For example when we have loose brake of the car there might be many causes How many causes do you remember Wornout tire lack of brake fluid etc
Then we arrange these causes in a fishbone chart shown here
Big branches are direct causes to effect the final effect Medium branches are causes of big branches Small branches are causes of medium branches
So every branch is connected in a form of causeeffect causeeffect
If branches have no causeeffect relationship the diagram has no meaning so this Fishbone is not attractive even for cat
A causeandeffect diagram is useful to help us sort out the causes of problems and organize the mutual relationship
35Quality data always have dispersion
We are producing large quantity of products witty
Great numbers of parts and materials So the quality of these products always have some amount of dispersion
Excellent products should have less dispersion of quality and if not customers will suffer inconvenience
For example when the specification says This electric bulb has 2000 hours life it means only mean value
When 100 bulbs are tested some bulbs have maximum life more than 2500 hours and some have minimum life less than 1500 hours
We can show this dispersion as Histogram shown here and with this histogram we can know the percentage of defective bulb when the given standard is minimum 1600and hours
QC people lay more stress on dispersion than mean value
Dispersion comes from dispersion of materials operations and machines etc
Let＇s start analyzing the cause of dispersion from this Histogram
36 Analysis of the data part 1 (Stratification)
Any products that we produce have dispersion in performance or dimensions Our theme is to minimize this dispersion and we have to know the cause of dispersion but final data itself usually tells nothing about causes
One of the practical ways to find out causes is stratification When the diameter of the shaft of certain machine has excess dispersion and if they are made by two machines we have to stratify the data corresponding to each machine
Then we can find difference between machine 4 and B and if adjustment of machine A is incorrect we can easily adjust it
This is one example of ＇1stratification＇t1 and if we stratify the data from various points of view we will be able to find out the most effective causes
Important points are
(1) Stratification is based on causeandeffect diagram
(2) Stratify the data from various points of view
(3) After the stratification check the difference of dispersion
37Analysis of the data Part 2 (Scatter diagram Control chart)
(1) Scatter diagram
To know the relationship between cause and effect (for example relationship between torque of air driver and air pressure) it is convenient to draw a scatter
Diagram plotting data of the cause on the horizontal axe data of the effect on the vertical axe We can see the relationship clearly and it is helpful to solve the problem
(2) Control chart
Dispersion includes types of causes One is inevitable cause (like dispersion caused by ordinary machine) and another is unusual cause (Like dispersion caused by different quality of the material)
We have to control the latter and find the variation of these causes by control chart
Let＇s study control chart because it is Very helpful when we are accustomed to use it
Chapter 4 Basic steps of Quality assurance
41Let＇s study relationship between Product Quality and your job
Each process of operation is responsible for final product Quality
For example even a small operation like picking up the parts could cause defective products because of rusting mg by grease of finger or deformation when it is pinched Before producing defective products let＇s study the causes of possible defects in your job by actual samp1es or experiments If we know these concrete causes well we can avoid unnecessary causes of defects
It is also helpful to study causes of defects in the past and listen to the lecture of technical engineer about important point of Quality
42Let＇s standardize operation of the job (Operation standard)
To produce the products with minimum dispersion each process of operation and procedure should be kept same as constant as possible no matter when and who＇ will do it
Oral explanation or memory of each people is not always reliable therefore we have to standardize them as Operation standard
It is important not to describe them by imagination
We have to try the job actually to find out essential points of the job and describe them as the operation standard
Quality control in workshop begins from describing the Operation standard
Operation standard should be corrected when ever better methods are found or circumstances are changed
Let＇s make the operation standard easy to understand with necessary drawing and keep it in certain place for easy reference
43Enough training of the job is necessary
Do you know how to solder
Do you understand when and how poor soldering happens
Can you solder perfectly without any defectives＇1 There are three steps until we can do something perfectly To know To understand and To be able to do To reach the third step or to be a professional worker hard training is necessary So basically before working in the workshop we have to be well trained until we can produce excellent lent products
Now let＇s consider about Quality Control
Do you know what is Quality Control
Do you understand which points are more difficult to carry out Quality Control
Are you carrying out Quality Control successfully＇＇
44Let＇s build the quality in the process
Some says Our products are very reliable because of severe inspection Is it correct
It is a great loss to select defective products by severe inspection after producing certain number of defective products First we have to make an effort to establish a system not to produce defective products
Moreover there are some products whose characteristics will not allow to be selected by total inspection like explosive power of the bomb
Basically the quality of the products must be assured in each process
We have to assure the quality of products that we produce by total inspection if it allows but we should realize that the inspection is only to select but not to build the quality
45 Let＇s study the function of the inspection
To assure the quality inspection plays important part when defectives are inevitable
Inspection is not a test but it should have three factors
1To decide the criterion of judgment appropriately clearly
2To evaluate the quality by testing
3To compare the test results to the criterion and to judge whether acceptance or rejection
We sometimes have problems with lack of definite criterion
The results and data of the inspection should be utilized for improvement of original processes There are two types of inspection total inspection and sampling inspection The former is usually for the outgoing inspection and the latter is mainly for the incoming inspection of the parts
Total inspection
⊙In the case where the quality of each product should be assured
⊙Large number of defects is included
⊙The cost of inspection is cheap enough to inspect all the products
Sampling inspection
⊙In order to reduce the cost of inspection estimate the quality level from partial sample and judge if they might bring bigger risk to the next process or not
46Maintenance of tools machines and measuring instruments
We are utilizing many kinds of tools machines and measuring instruments in our workshop
Today machines are widely operated automatically by electronic devices
But if these machines are operated in wrong condition bunch of defective products will be massproduced Simple tools also possibly massproduce defective products if it is worn out
And if measuring instruments were wrong whole system of quality assurance is meaningless
We have to set up the checking system deciding important checkpoints for each tool and machine and preparing checksheet to check them periodically
Before having problems by wrong machine let＇s set up the system to prevent these
47Let＇s promote Foolproof
We are always trying to do our best but natura1ly we are not the almighty and unable to everything perfect sometimes make mistakes
But if 100 persons make 1 mistakes each it means almost 100 defects in total So we have to consider the countermeasures as some devices to alarm or unable to operate the machine when we make mistake
This is called Foolproof and if all employees try to improve their job we can make great progress in reducing defectives caused by careless mistakes and as a matter of fact this activity is achieving success in many companies
Example
When packing the product small attachment parts instruction book or guarantee card are apt to be forgotten To prevent this case touch switches are attached to each parts box and if operator doesn＇t touch the every touch switches when picking up the parts and if he missed to touch of these switches the stopper does not allow to proceed the carton box
48 Quick response against abnormal phenomenon
In our daily operations we can easily notice something abnormal when it happens But usually they are neglected if they do not disturb the operation directly and these neglect if not reported to their boss often cause the greater damage
For example when tightening a screw to the plastic parts the operator felt some difficulty and he adjusted air pressure of the torque driver to continue his job
But actually the cause was that the pin of the mold was broken and the hole of the plastic parts became shallower
Several months later all of the products became defective because of cracking caused by excess stress of the screw
⊙If any abnormal situation is found inform it to your boss immediately
⊙If any abnormal situation is found trace it until you can get the real cause
⊙If the problem seems serious take action to the relating sections until the decision of recheck or suspension of shipment is made
⊙The speed of taking action for countermeasures represents the level of Quality Control
Chapter 5 Let＇s promote QC Circle activities
51 Let＇s build up the workshop filled with humanity
A female worker who presented an achieved result of her QC Circle activities at QC Circle conference inner company told us When I get a child in the future I would like to tell my deep impression to himher Why was she impressed so deeply It might not be easy to understand without such an experience but when we imagine she might have felt great satisfaction by achievement of the subject by participating with her whole capability and by being recognized the results by all people in the company
The essence of QC Circle activity is not mere offer of physical labor but the participation of each individual with their wisdom and good idea to make their own workshop better
Through this activity everyone comes to feel that heshe can feel worth working through QC Circle activity
52Lets study about QC and QC Circle
Then how is the QC Circle being carried out
It begins from studying
We have to study the basic knowledge about improvement workshop statistical ineth6ds etc This booklet is hoped to be helpful to study the base And it is also very helpful to study some examples of actual activities in other companies in or outside your country since QC activities are actively conducted in Japan USA Europe and south East Asia
And the leaders of QC Circle should study about the role of leadership responsibility and activities leaders
53 Organization of the group and selection of the leader
The basic idea of QC Circle activity lies in independent voluntary activity by the people in workshop
So it is desirable that somebody strongly motivated will take leadership to organize the group with full support of his section
Of course adequate support and advice of supervisor or staff will expedite the activities
Several members or about ten members are adequate to activate the group and it is easier to promote the activities if all members belong to the same section with the same target If all members of the section willingly participate in that means leadership of the leader is excellent and the activity will become positive
Of course the interest and support of top management have great power to promote QC Circle activities
54 Setting up a target and promotion of the activity
It is a usual case to start the activity from studying QC and when it get to certain level decide the target of activity In the beginning it＇s better to choose the target from daily familiar problems ex To prevent parts from falling in order to get cooperation of everybody easier
It is recommended that the meeting be held once a week or every few weeks depending upon the situation of thc group but better not have longer interval to the next meeting in order to continue the activity smoothly
It＇s better to hold the meeting in their workshop where they have the subject to discuss
Activity should be such arranged that every member has a role assigned so that all members＇ idea is adopted Throughout the activity support of supervisor and staff is fully useful
55 Summarizing and reporting
When an improvement activity comes to the end confirm the effect comparing to the initial situation If it is necessary to increase the effect continue the activity If sufficient effects are obtained summarize the process of the activity This is important for leaving on record the story of everyone＇s effort
The result will be reported to their supervisor and when QC Circle conference is held prepare for it and participate For preparation everyone will play each part preparing the chart actual sample and practice the way of presentation in order to obtain better understanding of their effort
It can be said that nobody can get deep impression after the presentation without such an experience
It is hoped that vivid QC circle activity of your workshop will be conducted
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序言：
書為品質制概論必備手冊係全面概述實際運於品質理點
說做品質理須具備複雜技錯果理解書描述品理論根概念少解決 80 品質問題現讓們與讀者逐章來認識謂理想品質
利手冊：
首先從頭尾遍手冊第二遍會新收穫接著個月後讀遍會發現東西確實結合工作半年遍會受益非淺
們希這手冊對公司個部門無論直接還間接部門廣泛適
內容：
品質理三根原則
品質理實踐十原則
第章品質理進程
11正崴公司根經營理念與職責
12優良產品
13滿足社會需求
14品質理全員責
15個應對工作負責
第二章達成目標
21理循環PDCA
22現況分析與握
23目標清楚設定
24 90達成度計畫制訂
25計畫執行
26結果確認與評估
27防止問題犯 4 步驟
第三章根據事實數據科學方法品質理根態度
31觀察事實蒐集數據
32蒐集數據
33重點性效果性分析法〔柏拉圖〕
34特性分析
35品質總分佈性
36分析資料〔〕層別法
37分析資料〔二〕散佈圖制圖
第四章品質保證根步驟
41產品品質與們工作間關係
42作業標準化〔作業規範〕
43充分教育訓練
44製程中建立品質
45瞭解檢查根功
46模治具設備與檢驗儀器理
47「防呆」觀念提昇
48對異常現象應快速反應
第五章品圈活動展開
51建立性化工作職場
52QC手法與品圈關係
53組織編成與領導者選
54設定目標與活動展開
55歸納與發表
品質理三根原則：
1 謂品質者「應顧客需求提供令滿意商品」這「企業生命」
2 品質理必須從全體員確實意識「品質企業生命」
3 品質理基於事實現場實物推行 P D C A 理循環〔戴明圈 Deming Circle〕
品質理實踐十原則：
1 品質理先從正確掌握認識現狀開始
2 從確實掌握〔部門〕壞狀況做起
3 「選取 12捨棄 34」非兼顧取重點
4 並非顧事物「結果」重視「過程」
5 現場現物數據確認證實「事實」
6 品質數據中重視「變異數分佈」勝過「均值」
7 檢查並製造品質工程階段中製造
8 工作指示步驟口頭清清楚楚標準書進行
9 旦發現異常馬行動找出真正原做出應策
10 沒樣失敗發生更糟必須徹底預防發生
第章品質理〞進程
11 正崴公司根經營理念職責
正崴公司精密機械加工微電子組裝力掌握開發製造檢測技術建立全球行銷網路提供客戶品質優良訊號傳輸與源處理組件資訊通訊市場需求為導「真誠宏觀盡責」理念斷超越創造企業正确經營績效
12 優良產品
受全世界們歡迎優良產品 …
(1) 品質優良
△ 性良
△ 簡單舒適操作
△ 良期限
△ 安
△ 外型美觀產品合格
△ 快速滿意服務
△ 引為豪信譽度
(2) 價格合理
△ 給客戶滿意價格時認識產品價值
△ 維護合理價格增加們銷售額
(3) 交貨迅速
△ 新產品領先
△ 充分滿足客戶需求
△ 穩定交貨數量沒過剩產品
13 滿足社會需求
世界民生活標準思考方式隨著時間變動斷改變競爭市場斷湧現新優良產品
們對求水準隨斷改變天優良品明天會毫無價值
果說前還接受產品某良旦更產品們會摒棄這種低水準產品
说明對品質嚴格求前們來想想當買合格品時 會產生樣印象
14 品質理全員責
個品責誰生產優良產品？公司個員工從工個部門高理階層責
責：
△ 企劃部調整市場需求計劃滿足市場需求商品
△ 設計處員研究達理想產品技術方法材料
△ 採購課合理價格充分時間採購保證產品品質需零件材料
△ 生產課們帶品質屬性手法生產件產品
△ 銷售課則這樣優良產品通過良服務介紹給客戶
這部門支弦樂隊高級理部門領導奏響優良產品服務諧樂章
15 個應對工作負責
合格品麼產生？
追根究柢們手工製造產品說須假藉手幫助製造產品全動化設備根來操作與維護當然們成心生產出合格品問題們知道們工作裡出錯〞
無論們誠實謙虛觀察們工作找出弱點解決這問題品根理論適合過讓們努力來保證們工作成果吧
例：
當們問生產課們部門問題甚麼？〞們通常會這樣答复：們問題例零件良設計良導致於組裝困難〞
為這問題生產部門真正問題嗎？
總對問題否正確答复正顯示們對品質制理解程度
第二章 實現目標：
21 理循環〔PlanDoCheckAction〕
為達們目〔例減少良率控制定水準〕們必須進行四個步驟：
(1) 們必須明確目標確立實現目標手段〔計劃〕
(2) 實施計劃〔執行〕
(3) 觀察形勢結果們否著目標前進〔確認〕
(4) 當們沒著目標發展時進行必矯正〔改善行動〕
們這四個步驟稱作「理循環」「戴明循環」
例：
於風原支箭正確射中靶子新制系統支火箭瞄準月球發射確認飛行路徑速度等制點假设們正確修正們確保達目標
回頭來達工作目制點甚麼？
22 現況分析與握
們經常做事情沒深思熟慮頭來後悔缺乏準備與調查生病經過仔細診斷服藥危險
們經過體溫測量脈時還需驗血知道病情真正原工廠樣們確定對策前必須先透過資料數據來解合格品率良類型扔央A清楚從數據中並透過群策群力來找出問題原
23 目標明確設定
次確立個明確目標非常重建立個們想建立需清楚認識理想局面對集中個精力工作益處
制定目標與公司政策目標相關時為改善工作職場單獨制定目標單獨制定目標體育運動目標們具體情況對手高記錄作較為達明確對手高記錄們正確制定更高目標
24 90達成度計畫制訂
們制定計劃為實現目標經常計劃卻計劃時候周全計劃準備產生結果據說巧婦烹飪前作精心準備制定計劃前讓們先考慮素：
△ 制定計劃確實成功目標實現嗎？
△ 與工作相關士緊密合作嗎？
△ 考慮過具體對策沒？
△ 否周密製作記錄制體系足知制結果採取措施？
現們從幾點來確認們計劃：
時間(When〕 整個時程表完成日設定
物(Who) 誰負責部份工作
內容(What) 們算作甚麼
點(Where) 裡部份優先執行
原(Why) 為必須這樣做
方式(How) 們實現
中国资料库载
25 計畫執行
「旺盛企圖心」「良手法」缺
執行計劃個應保持「旺盛企圖心」利新科技選擇「良方法」
「旺盛企圖心」包括：
△ 實現目標堅強意志積極行動
△ 密切合作熱情
△ 完成工作內容強烈責感〔命感〕
「良手法」包括：
△ 統計方法應
△ 數據收集整理完全標準化系統化
△ 個知識技發揮
發展個積極意識力必少
執行們計畫確認個充清楚瞭終目標非常重當環境條件改變發現嚴重問題時猶豫改變計劃免受干擾無法實現目標
26 結果確認與評估
開始時候個精神十足信心百倍中途時會發生熱情消退甚無問津結果
理領域重環檢查〞們必須斷檢查製程結果
前述制定計劃時候必須確立理素然後根據這理素檢查結果並分析過程知道結果原甚麼
針對製程與結果品員應更注重製程制
方：
當們贏場球賽總會分析過程為球藝精湛贏還於對方失誤僥倖獲勝
品評估工作應抽象對起次會心類語言採取合理對策消良原
27 防止問題犯四步驟
數問題們部門來說經歷過們必須採取長久對策來防止類似問題發生為採取面四個對策步驟必
(1) 首先們必須消包括庫內合格品
(2) 分析消良〔修理模具〕
(3) 為發生樣問題需建立規則來觀察良變化情形〔週檢查次模具〕
(4) 建立檢測記錄機制確保對於良監控持續性執行
個方：
位總統發現發現客廳鐘走非常生氣客來給甚麼？錯誤鐘點嗎？〞秘書發現電池完趕快給換掉
現做甚麼？幾個月後會麼樣？
們需做什麼呢？
第三章 品根態度據事實資料科學深入
31 觀察事實蒐集數據
日常生活中們談論事情並沒切合事實說時候發生事情們感覺行事然並非事實個見已
果這種方法處理問題科學進行品質制時難改善產品品質品體系
首先們必須雙眼解觀察工作現場實際合格品當問題發生時候必立趕工作現場观察這做現場確認〞
科學方法基礎資料數據來掌握事實們應儘量文字描述想概〞類話來檢討問題
32 蒐集數據
為分析品質收集呈現事實數據必
開始新工作前必準備收集資料體系為原始數據分析更為重
收集數據話們須備查檢表〞分為兩種類型：
(1) 記錄查檢表 記錄實際數據合格品數根據項目來分類
(2) 點檢查檢表 為生產優良產品製程素氣壓焊錫溫度等需檢查
這相關素表單完成後定期檢查時表單註明 OK 〞還 NG 〞相關數據
這記錄充分體現工作職場實情產品標準並們根據記錄找出真正良原
33 重點性效果性分析法〔柏拉圖〕
們發現周圍問題相當限時間力物力時解決這問題幾為獲效益們必須知道問題重進優先順序來全力解決們柏拉圖對點相當幫助柏拉圖將較項目排左側柏拉圖認為 80 品質問題從 20 項目產生
假針對2 3 個問題點來解決建立優先順序原則忽略次項目必
34 特性分析研究〔特性圖〕
為解決問題解真正原相互聯繫非常重例們汽車煞車失靈會原說少呢？太久缺少汽油等
們這原畫成魚骨圖〔特性圖〕
分枝影響終結果直接原中間分枝分枝原分枝中間分枝原個分枝形成個原 結果相互關係格式
果分枝沒原與結果相互聯繫這個分析圖失意義魚骨頭甚對貓沒吸引力
特性圖對們找出問題原組織相互聯繫關係幫助
35 品質總分佈性
們直生產批產品元件材料這產品品質總會定程度分散
極產品品質分散程度少然們戶會感方便方說規格講這個電燈泡壽命為 2000 時〞這中間值測試 100 個燈泡壽命超過 2500 時低壽命缺乏 1500 時
們這種分散現象直方圖表現出來這樣們知道值為 1600 時標準值良百分
品員應更重視分散性中間值材料操作機器等分散影響產生品質分散讓們從直方圖來研究這種分散特性吧
中国资料库载
36 分析資料〔〕層別法
們生產產品生產過程尺寸會分散種圖示來減這分散們還必須解分散原後數據身通常說明原
找出原個現實方法層別法當某機器軸直徑超出範圍數據兩台機器產生們必須分層找出與機器相關數據
然後們找出 AB 兩台機器處果 A 機矯正方法正確們容易矯正過來這分層〞範例並果們從方面來分層數據話們會找出效原
重點：
(1) 分層基原 特性圖
(2) 從角度分層取數據
(3) 分層後檢查分散點〔散佈圖〕
37 分析資料〔二〕散佈圖制圖
(1) 散佈圖
解原結果間關係〔例：氣動扭力起子扭力空壓間關係〕方便畫散佈圖原數據表示於x軸結果數據表示於y軸們清楚二者間關係便於們解決問題
(2) 制圖
分散包含種原個必然原〔普通機器引起分散〕種特殊原〔：材料品質產生分散〕們必須控制後者通過制圖找種起們來研究制圖為果們習慣制圖這對們工作將益處
第四章 品質保證根步驟
41 產品品質與們工作間關係
個製程對產品品質負責例：較操作檢驗零件會導致合格品產生為手指油脂會致生銹擠壓會導致變形產生合格品前們應先通過實際樣品實驗來分析並找出工作中出現良原
充分解這具體原防止產生合格品必素研究合格品原傾聽技術工程師品質重論題演講對們樣益
42 作業標準化〔作業規範〕
生產分散產品無論甚麼時候誰完成應保持個製程程序致性個口頭說明記憶並總信們必須規範們成為作業規範〞
想來描繪這點重們應實際找出工作必須方面然後們作成作業規範〞
工作職場品質制從作業規範開始
更方法情況改變應修正作業規範必圖例來製作易懂作業規範時應該放容易取參考方
43 充分教育訓練
知道樣焊錫嗎？〞
知道焊錫良時樣產生嗎？〞
否完美無缺陷作銲錫？〞
事情做完美需三個步驟知道(To know)〞懂(To understand)〞做(To be able to)〞達第三個步驟成為個專業作業員嚴格訓練確實必性根從工作職場操作開始們應接受訓練直生產出優良產品為止
現們來思考品 ~
知道品甚麼嗎？〞
解執行品作業時部份較難推動？〞
否成功執行品嗎？〞
44 製程中建立品質
說們產品經過嚴格檢驗絕對〞這種說法對嗎？先產出堆合格品然後經過嚴格檢驗挑選這個損失首先們應建立個產生合格品效體制說產品特性根容許全數檢驗〔：燈泡壽命〕產品品質根應該個製程保證當然果情況允許話們應該透過全數檢驗來確保生產品品質們應意識檢驗作挑選建立品質
45 瞭解檢查根功
合格品然防止然為保證品質檢驗作檢驗測試應三個素：
1 建立明確判定標準
2 藉檢測來評估品質
3 將檢測結果與標準作較判定允收還拒收
們時出錯為沒明確判定標準檢驗結果數據應作為原來製程改善據檢驗兩種形式：全數檢驗抽樣檢驗前者通常於製程檢驗後者進料出貨檢驗
全數檢驗：
△ 果保證件產品品質
△ 納入批合格品
△ 檢驗钱低全檢產品
抽樣檢驗
△ 為減少檢驗钱從部份樣品中評估品質水準進判定否會給客戶製程帶來重風險
46 模治具設備與檢驗儀器理
們工作職場種樣工具機器測試儀器天通過電氣設計機器廣泛動化操作果這機器操作條件對樣會產生量合格品簡單模治具久磨耗產生量合格品
果測試儀器錯誤整個品保體系毫無意義們必須確立點檢制度決定樣工具機器重查檢點準備點檢表便定期查檢
儀器錯誤出現問題前們需建立制度便預防
47 防呆〞(Fool Proof)觀念提昇
們總盡力做們全事事完美總時會出錯假设 100 個個犯 1100 錯意味著總將 100 錯必須考慮設計假设干裝置便們發生錯誤時立警示暫停機械操作
這做防呆〞並果全體員工盡力改善工作們會減少於粗心造成良們會取進步事實這種活動公司已經相當成功
例：產品包裝中附屬零件說明書保證書遺忘為預防這類事情發生個零件外箱安裝鍵開關(Touch Switch)假设當作業員起這零件沒序觸動個開關忘觸動開關時擋板會掀開 阻止紙箱繼續流動
48 對異常現象應快速反映
們日常工作中經常容易注意異常現象果們直接影響生產經常會忽略果這異常現象報告給經常會帶來損失
例：螺絲鎖入塑膠零件作業員感困難時於行調整氣動扭力起子空壓便繼續工作
事實真正原模具 PIN 斷裂導致塑膠孔變淺然幾個月後於螺絲殘留應力〔〕 導致塑膠破裂這產品變成合格品
△ 果發現異常現象應馬司報告
△ 果發現異常現象追溯並找出真正原
△ 果問題較嚴重通知相關部門採取措施直作出重檢暫停出貨決定
△ 對改善對策採取行動速度反映出貴單位品水準
第五章 品圈活動展開
51 建立性化工作職場
個品領域頗成效女工公司品會議告訴們等將來孩會深刻印象告訴〔〕〞為甚麼會給留這麼深刻印象呢？沒親身經歷容易理解們想感滿意為力投入取成為公司全體員工對品效果認識
品活動必性僅僅於對勞動力需求於個發揮智力觀念參與工作職場變更通過這種品質活動個會感參與價值
中国资料库载
52 QC手法與品圈關係
麼品圈發揮效呢？首先必須學習
們必須學習關改善工作職場統計技術認識希書助於解這基礎樣對國內外公司品質活動範例分析為品活動日美國歐洲東南亞切實推行
53 組織編成與領導者選
品領域活動觀念於工作職場全體員願參與希某出來領導這個團體積極支持部門工作幾個十來個組成這樣品組果屬於部門著樣活動更容易激勵活動開展果部門全體員願意參與這意識著領導相當出色活動變積極當然高級領導關注與支持對品活動起著促進作
54 設定目標與活動展開
從學習品開始品活動常事情果達定水準需確立活動目標剛開始時候從日常熟悉問題中選擇目標預防零件掉落〞便較容易們合作
根據組織情況建議團幾團開次會離次會議時間太長免影響活動順利開展
工作職場開會為們強化話題活動應該安排個發揮作這樣全體意思會採納全體員工對活動支持非常需
55 歸納與發表
當改善行動進行後初情況來確認效果果必提高效果繼續行動果滿意效果總結行動過程這點對個績效重
結果呈報給舉行品保會議時準備並參考為作充分準備個行動準備圖表實際樣品練習介紹方法這樣更效理解與接受
希書輔佐工作職場生動品活動
Chapter 1 Let＇s proceed Quality Control
11Basic principle of Matsushita Electric and our responsibility
Our company policy and also our responsibility are to provide an abundance of excellent electrical appliances to enrich people＇s life everywhere
When our products that are made by each one of us are welcomed and pleased by the people of whole world it represents that our company policy is achieved it is great pleasure of ourselves
Objectivesbasic business principles
To recognize our responsibilities as industrialists to foster progress to promote the general welfare of society and to devote ourselves to the further development of world culture
12 Excellent Merchandise
Excellent Merchandise that is welcomed and by the people of whole world is
(1) Excellent Quality
⊙Excellent performance
⊙Easy and comfortable operation
⊙Excellent durability
⊙Reliable safety
⊙Attractive appearance and good finish
⊙Quick and satisfactory maintenance service
⊙High prestige that can be proud of
(2) Reasonable Price
⊙Satisfactory price being recognized the value of the produces by the customer
⊙Attractive price for the retailer to increase their sales amount
⊙The price that brings profit for us from the created value of the products by our hand
(3) Quick Delivery
⊙Always the leader of new products
⊙Abundant production to fulfill demand of the customer
⊙Stabilized inventory control without excessive merchandise
13We should meet the demand of society
The standard of living and the way of thinking of world people vary with the times
In the market alwaysnew excellent products are being born
Level of the requirement of people will vary according to those circumstances so one excellent product might become worthless tomorrow
Small defects might have been allowed before but once better product appears customer will shun the lower level products a
Before claiming severe demand of your supervisor about quality lets imagine the impression when we might buy such a defective products
14 Everybody is responsible for Quality Control Who makes excellent products
That is everybody in the company from to each worker including whole section
⊙Top management They are
⊙People in the planning section investigate demand of the market and plan the merchandises that satisfy the demand
⊙People in the designing section study the technical method material to realize the ideal merchandise
⊙People in the purchasing section purchase parts and materials of adequate quality with adequate price and timing
⊙People in the production section assemble them one by one with their qualityminded hand
⊙People in the sales section introduce these excellent products to make good service to the customers
These sections play each part like an orchestra conducted by top management and beautiful harmony of them produce excellent product and service
中国资料库载
15 everyone is responsible for hisher own job
How are the defective products produced
In conclusion they are produced by the hand of man It means in other words even highly automated machine that produces products without help of hands of man it is basically operated and maintained by man
Of course we do not intend to produce defective products but the cause is that We don＇t know which point of our job is defective
Anyway we have to observe our own job with modesty and find the weak points
To solve these problems QC philosophy is fully available Let＇s make an effort to assure the results of our own job
For example
When we ask to somebody in production section What is the problem in your section Usually he will reply ＇＇We have many problems of defective parts and difficult assembling by difficult design
Do you think these problems are really the problems of the production section
In short the amount of correct answer for that question represent the degree of understanding regarding
Quality Control
Chapter 2 How to achieve our target
21Control Circle (PDCA)
In order to achieve our target (for example to reduce the percentage of defects to certain level) we have to proceed following four steps
1) First we have to make the objective clear and set up the means to achieve the objective (Plan)
2) Put the plan into practice (Do)
3) Observe the situation or results to see if they are progressing towards the objective or not (Check)
4) When they are not progressing towards the objective adjustment should be made (Action)
We call these 4 steps Control Circle or Deming Circle
Example
An arrow cannot always get to the target because of wind incorrect aiming etc
New control system is like a moon rocket Aim the moon shoot and check the control points of direction and speed on the way and if they are incorrect correct them and then it is assured to get to the target
Now what is your control points to achieve your job
22 Recognition and analysis of the situation
Often we do something without thinking deeply and later regret about lack of investigation and preparation
When somebody get sick it is very dangerous to take medicine without checking real situation
We have to check temperature of the body pulsation or sometimes analyze the blood and we have to know the cause clearly
It is same in the factory Before we decide the countermeasure we have to know the percentage of defective products type of defects etc clearly by the data and look for the biggest problem and its causes by the cooperation of everybody
23 Let＇s make the target clear
Secondly it is very important to set up the target clearly To make the ideal situation that we want to or have to realize clear is very helpful to concentrate the mental power of everybody
The target is set up relating to the company policy or target or sometimes set up independently in order to improve our own workshop
Independent target is like a target of sports comparing our situation to the record of the competitor and in order to approach or clear the record of others we set up the higher target Properly
So let＇s widely observe the level of your competitor or better workshop to set up the target properly
24Let＇s set up the achievable plan
We set up the plan to achieve our target but often the plan is left as a plan
Most part of good result is produced by the good planning and preparation
It is said that a housewife who cooks well prepares well before cooking
Before setting up the plan let＇s think about following points
⊙Does the plan really lead to the success in realizing the target
⊙Can you get full cooperation of all people related to your job
⊙Is the concrete countermeasure considered
⊙Is the system of record and report of the control well planned to know the results and take action
Now again let＇s check the plan from the following points
When Whole schedule and target of
Who Who takes what part
What What are we going to do
Where Where is most advantageous to
Why Why is it necessary to do
How How can we realize
25To carry out the plan
Vital will and Good method is necessary
To carry out the plan everybody have to maintain vital will and choose the Good method＇ utilizing the latest technology
Vital will
⊙Strong willingness to achieve the target and positive action
⊙Enthusiasms to get full cooperation of other people
⊙Strong sense of responsibility to fulfill what is decided
Good method
中国资料库载
⊙Application of statistical method
⊙Adequate standardization systematization of data collection
⊙Utilization of knowledge and skill of each individual
Basically developing vital mind and capability of each person is indispensable
To carry out the program it is important to confirm whether everybody is fully aware of the final objective
When certain change of circumstances or severe difficulty is found it＇s better not to hesitate to change the plan in order to achieve the objective without foil
26 Checking the result and revaluation
At the beginning of the process everybody starts with full enthusiasm but in the course of time it sometimes happens that the enthusiasm fade away and nobody care about the results
One of the most important steps of control circle is Checking We always have to watch and check the process and results
As described before we have to decide the control points when setting up the plan
Then check the results according to the control points and analyze the process to know why we got such results
QC people lay more stress on process than results
For example when we won a football game we have to analyze the process whether it was lead by good performance of players other team or by lucky occasion like a mistake of the other team
Revaluation of QC should not be an abstract one like Pardon me I will be more careful but should lead to reasonable countermeasures to eliminate bad causes
27 Four steps of countermeasures in order not to repeat same problem
Most of the problems are experienced before by somebody in our section
We have to take permanent countermeasures in order not to repeat same problem For this the following 4 steps of countermeasures are all necessary
(1) First we have to eliminate defective products included in the stock
(2) Analyze and eliminate the cause of the defects (For example repair the mold)
(3) In order not to repeat the same problem set up the rule to watch variation of the cause (For example check the mold once a week)
(4) Set up the check and record system to confirm that the check of the cause is constantly
One example
A president got very angry finding the clock of the guestroom stopped What if the guest read wrong time His secretary found the battery worn out and replaced it
Now it is all for her to do Several months later what will happen What should we do more
Chapter 3 Fundamental attitude of Quality Control is scientific approach based on the fact and data
31Let＇s observe the fact and collect the data
In our daily activities there are many cases where we talk and discuss without confirming the fact Moreover sometimes it happens that something to be believed as the tact is found that it was not the fact but an opinion of somebody
In such a way we cannot proceed quality control scientifically and it is difficult to improve quality of products or quality control system
First we have to watch and observe the workshop and actual defective products by our own eyes
When we get an information of trouble immediate visit to the workshop is necessary
This action is called Onthespot confirmation
The scientific approach begins by data and numbers
Let＇s not talk the fact by literary expression like I think it is about…
32 How to collect data
In order to analyze quality it is indispensable collect data that represents the fact
Before starting new job it is necessary to prepare the system to collect data because initial data is more important to analyze
We have to prepare check sheet to collect data which is classified into two types as follows
(1) Data recording check sheet To record actual data or number of defective products or the like classifying them according to each category
(2) Confirmation check sheetIn order to produce excellent products there are many elements of production like air pressure or temperature of soldering iron to be checked
After preparing a list of this element periodically check them and mark OK or NOT OK on this list
These record are fully informative to know the＇ actual situation of our workshop or quality level of products and we can use this to find out actual causes
33 Priority policy for maximum effectiveness (Pareto diagram)
We find many kinds of problems around
It is almost impossible to attack all these problems by limited time and person and cost
In order to get maximum effectiveness we have to know which problems are the major ones and attack them with strong priority policy
For this purpose Pareto diagram is fully helpful This diagram is such arranged that bigger item comes left Pareto principle says 80 of problems come from only 20 of major items
So for example in order to attack 2 or 3 major items only it is important to set up strong priority policy neglecting all other items
34 Let＇s study cause of problems (Causeandeffect diagram)
To solve the problem it is very important to know the real causes and interrelations among causes
For example when we have loose brake of the car there might be many causes How many causes do you remember Wornout tire lack of brake fluid etc
Then we arrange these causes in a fishbone chart shown here
Big branches are direct causes to effect the final effect Medium branches are causes of big branches Small branches are causes of medium branches
So every branch is connected in a form of causeeffect causeeffect
If branches have no causeeffect relationship the diagram has no meaning so this Fishbone is not attractive even for cat
A causeandeffect diagram is useful to help us sort out the causes of problems and organize the mutual relationship
35Quality data always have dispersion
We are producing large quantity of products witty
Great numbers of parts and materials So the quality of these products always have some amount of dispersion
Excellent products should have less dispersion of quality and if not customers will suffer inconvenience
For example when the specification says This electric bulb has 2000 hours life it means only mean value
When 100 bulbs are tested some bulbs have maximum life more than 2500 hours and some have minimum life less than 1500 hours
We can show this dispersion as Histogram shown here and with this histogram we can know the percentage of defective bulb when the given standard is minimum 1600and hours
QC people lay more stress on dispersion than mean value
Dispersion comes from dispersion of materials operations and machines etc
Let＇s start analyzing the cause of dispersion from this Histogram
36 Analysis of the data part 1 (Stratification)
Any products that we produce have dispersion in performance or dimensions Our theme is to minimize this dispersion and we have to know the cause of dispersion but final data itself usually tells nothing about causes
One of the practical ways to find out causes is stratification When the diameter of the shaft of certain machine has excess dispersion and if they are made by two machines we have to stratify the data corresponding to each machine
Then we can find difference between machine 4 and B and if adjustment of machine A is incorrect we can easily adjust it
This is one example of ＇1stratification＇t1 and if we stratify the data from various points of view we will be able to find out the most effective causes
Important points are
(1) Stratification is based on causeandeffect diagram
(2) Stratify the data from various points of view
(3) After the stratification check the difference of dispersion
37Analysis of the data Part 2 (Scatter diagram Control chart)
(1) Scatter diagram
To know the relationship between cause and effect (for example relationship between torque of air driver and air pressure) it is convenient to draw a scatter
Diagram plotting data of the cause on the horizontal axe data of the effect on the vertical axe We can see the relationship clearly and it is helpful to solve the problem
(2) Control chart
Dispersion includes types of causes One is inevitable cause (like dispersion caused by ordinary machine) and another is unusual cause (Like dispersion caused by different quality of the material)
We have to control the latter and find the variation of these causes by control chart
Let＇s study control chart because it is Very helpful when we are accustomed to use it
Chapter 4 Basic steps of Quality assurance
41Let＇s study relationship between Product Quality and your job
Each process of operation is responsible for final product Quality
For example even a small operation like picking up the parts could cause defective products because of rusting mg by grease of finger or deformation when it is pinched Before producing defective products let＇s study the causes of possible defects in your job by actual samp1es or experiments If we know these concrete causes well we can avoid unnecessary causes of defects
It is also helpful to study causes of defects in the past and listen to the lecture of technical engineer about important point of Quality
42Let＇s standardize operation of the job (Operation standard)
To produce the products with minimum dispersion each process of operation and procedure should be kept same as constant as possible no matter when and who＇ will do it
Oral explanation or memory of each people is not always reliable therefore we have to standardize them as Operation standard
It is important not to describe them by imagination
We have to try the job actually to find out essential points of the job and describe them as the operation standard
Quality control in workshop begins from describing the Operation standard
Operation standard should be corrected when ever better methods are found or circumstances are changed
Let＇s make the operation standard easy to understand with necessary drawing and keep it in certain place for easy reference
43Enough training of the job is necessary
Do you know how to solder
Do you understand when and how poor soldering happens
Can you solder perfectly without any defectives＇1 There are three steps until we can do something perfectly To know To understand and To be able to do To reach the third step or to be a professional worker hard training is necessary So basically before working in the workshop we have to be well trained until we can produce excellent lent products
Now let＇s consider about Quality Control
Do you know what is Quality Control
Do you understand which points are more difficult to carry out Quality Control
Are you carrying out Quality Control successfully＇＇
44Let＇s build the quality in the process
Some says Our products are very reliable because of severe inspection Is it correct
It is a great loss to select defective products by severe inspection after producing certain number of defective products First we have to make an effort to establish a system not to produce defective products
Moreover there are some products whose characteristics will not allow to be selected by total inspection like explosive power of the bomb
Basically the quality of the products must be assured in each process
We have to assure the quality of products that we produce by total inspection if it allows but we should realize that the inspection is only to select but not to build the quality
45 Let＇s study the function of the inspection
To assure the quality inspection plays important part when defectives are inevitable
Inspection is not a test but it should have three factors
1To decide the criterion of judgment appropriately clearly
2To evaluate the quality by testing
3To compare the test results to the criterion and to judge whether acceptance or rejection
We sometimes have problems with lack of definite criterion
The results and data of the inspection should be utilized for improvement of original processes There are two types of inspection total inspection and sampling inspection The former is usually for the outgoing inspection and the latter is mainly for the incoming inspection of the parts
Total inspection
⊙In the case where the quality of each product should be assured
⊙Large number of defects is included
⊙The cost of inspection is cheap enough to inspect all the products
Sampling inspection
⊙In order to reduce the cost of inspection estimate the quality level from partial sample and judge if they might bring bigger risk to the next process or not
46Maintenance of tools machines and measuring instruments
We are utilizing many kinds of tools machines and measuring instruments in our workshop
Today machines are widely operated automatically by electronic devices
But if these machines are operated in wrong condition bunch of defective products will be massproduced Simple tools also possibly massproduce defective products if it is worn out
And if measuring instruments were wrong whole system of quality assurance is meaningless
We have to set up the checking system deciding important checkpoints for each tool and machine and preparing checksheet to check them periodically
Before having problems by wrong machine let＇s set up the system to prevent these
47Let＇s promote Foolproof
We are always trying to do our best but natura1ly we are not the almighty and unable to everything perfect sometimes make mistakes
But if 100 persons make 1 mistakes each it means almost 100 defects in total So we have to consider the countermeasures as some devices to alarm or unable to operate the machine when we make mistake
This is called Foolproof and if all employees try to improve their job we can make great progress in reducing defectives caused by careless mistakes and as a matter of fact this activity is achieving success in many companies
Example
When packing the product small attachment parts instruction book or guarantee card are apt to be forgotten To prevent this case touch switches are attached to each parts box and if operator doesn＇t touch the every touch switches when picking up the parts and if he missed to touch of these switches the stopper does not allow to proceed the carton box
48 Quick response against abnormal phenomenon
In our daily operations we can easily notice something abnormal when it happens But usually they are neglected if they do not disturb the operation directly and these neglect if not reported to their boss often cause the greater damage
For example when tightening a screw to the plastic parts the operator felt some difficulty and he adjusted air pressure of the torque driver to continue his job
But actually the cause was that the pin of the mold was broken and the hole of the plastic parts became shallower
Several months later all of the products became defective because of cracking caused by excess stress of the screw
⊙If any abnormal situation is found inform it to your boss immediately
⊙If any abnormal situation is found trace it until you can get the real cause
⊙If the problem seems serious take action to the relating sections until the decision of recheck or suspension of shipment is made
⊙The speed of taking action for countermeasures represents the level of Quality Control
Chapter 5 Let＇s promote QC Circle activities
51 Let＇s build up the workshop filled with humanity
A female worker who presented an achieved result of her QC Circle activities at QC Circle conference inner company told us When I get a child in the future I would like to tell my deep impression to himher Why was she impressed so deeply It might not be easy to understand without such an experience but when we imagine she might have felt great satisfaction by achievement of the subject by participating with her whole capability and by being recognized the results by all people in the company
The essence of QC Circle activity is not mere offer of physical labor but the participation of each individual with their wisdom and good idea to make their own workshop better
Through this activity everyone comes to feel that heshe can feel worth working through QC Circle activity
52Lets study about QC and QC Circle
Then how is the QC Circle being carried out
It begins from studying
We have to study the basic knowledge about improvement workshop statistical ineth6ds etc This booklet is hoped to be helpful to study the base And it is also very helpful to study some examples of actual activities in other companies in or outside your country since QC activities are actively conducted in Japan USA Europe and south East Asia
And the leaders of QC Circle should study about the role of leadership responsibility and activities leaders
53 Organization of the group and selection of the leader
The basic idea of QC Circle activity lies in independent voluntary activity by the people in workshop
So it is desirable that somebody strongly motivated will take leadership to organize the group with full support of his section
Of course adequate support and advice of supervisor or staff will expedite the activities
Several members or about ten members are adequate to activate the group and it is easier to promote the activities if all members belong to the same section with the same target If all members of the section willingly participate in that means leadership of the leader is excellent and the activity will become positive
Of course the interest and support of top management have great power to promote QC Circle activities
54 Setting up a target and promotion of the activity
It is a usual case to start the activity from studying QC and when it get to certain level decide the target of activity In the beginning it＇s better to choose the target from daily familiar problems ex To prevent parts from falling in order to get cooperation of everybody easier
It is recommended that the meeting be held once a week or every few weeks depending upon the situation of thc group but better not have longer interval to the next meeting in order to continue the activity smoothly
It＇s better to hold the meeting in their workshop where they have the subject to discuss
Activity should be such arranged that every member has a role assigned so that all members＇ idea is adopted Throughout the activity support of supervisor and staff is fully useful
55 Summarizing and reporting
When an improvement activity comes to the end confirm the effect comparing to the initial situation If it is necessary to increase the effect continue the activity If sufficient effects are obtained summarize the process of the activity This is important for leaving on record the story of everyone＇s effort
The result will be reported to their supervisor and when QC Circle conference is held prepare for it and participate For preparation everyone will play each part preparing the chart actual sample and practice the way of presentation in order to obtain better understanding of their effort
It can be said that nobody can get deep impression after the presentation without such an experience
It is hoped that vivid QC circle activity of your workshop will be conducted
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