The Advanced Research Of The Quality Management Approach Based On Voice Of Customer And Cost Control

This thesis is mainly focus on the advanced research of the quality management approach based on the voice of customer and cost control, including the quality function deployment (QFD) approach of the definition of the voice of customer and combine with the ISO9001: 2000 quality management standard, the design of experiment way to ascertain the technical parameter and the control chart theory's application in the quality control field. Meanwhile this paper also pay attention to the application of the confidence extend and sampling method in the balance quality approach.In the anaphase of 1960 years, Dr Shigeru Mizuno and Yoji Akao with some other experts in Japan created a set of tools and method for quality function deployment and finally make it to be a whole system, this system is so called QFD some famous Japanese company such NaChiXiTa have make it more and more popular in Japan, that company used it to understand the real demand of customer and make forecast accurately of customer's any further demand. The QFD way can help company to hear the voice customers and what is the more important aspect is that this system can realize what the customer needed through out the whole production process by procedures and technology well arranged. Based on having absorbed lots of quality management experience around the world, the ISO issued the series quality management standard named ISO9000 in Mar 1987 and in nowadays the valid version is the year 2000 edit. The ISO9000 series standards are regarded as the landmark of quality management development history, now there are more than 90 country and districts use this standard directly and any company who get the certificate of ISO9000 means that the company have the ability to produce production meet what customers need. One of the inventer of the QFD approach Dr Yoji Akao believes that to establish a real quality assurance system, company must ascertain any demand of customer and deploy them systematically, ascertain the operation function which needs prior assurance. Dr Yoji Akao also believes that it is possible to establish a more effective quality management system by combining QFD and ISO9000. The year 2000 version of ISO9000 emphasize the concept of "customer focused" which is also one of characters of QFD approach that operate around the customer's demand. The application of QFD approach can make the voice of customer spread all over every department and activity of a company, it can pilot company's resources effectively to make company consecrate his mind to the product, service, process which will meet the customer's need the mostly. So the QFD approach can combine with ISO9000 standard perfectly, company can use the function of QFD approach to identify the customer's need in the ISO9000 quality management system, by the design and product realize process with clear objective will maximize the satisfies of any customer. Meanwhile the QFD approach depends on the support of the management responsibility, customer communication, internal communication and resources management from ISO9000 standard.The theory of Design of Experiment was invented firstly by Fisher a famous British statistician in the early 19th century when he was doing the agriculture field experiment, after the War II, Japanese doctor TaGuQi made a further research of this theory and made it to be a popular method in today's Japanese company which is called DOE. This method improved the rapid development of Japanese economy a lot. The advantage of this method is mainly on that it can select minority and strong representation experiment conditions from a lot of experiment conditions, then through those lesser experiments finding better production condition. This method is more efficient and cost less. It is very convenient to apply in any industry. Control chart was invented by a statisticsProf Steward of Havard university in the 20th century, this chart can measure and record and control the process character by the principle of statistics. There are central line, upper contr...