. . / 5002/4002 : : : : : : 1 : : : : : : : : - : : - : : : : - : . : . 2 . Quality . . . () ( . 3 ) . ( ) W. Shewart Quality Control QC ( ,Feigenbaum ,Juran, Deming ) Taguchi, Ishikawa, Crosby . . ( ) . . . . . . ( ) .4 ????? ?????? 1009 10041 .. ????? ????? . 5 . 1. : : Degree of Superlative Superlative . . 2. : : Fitness for use " " ( . : ) . 3. : :Conformity with the Requirements . .6 . . .a : : Focus Customer . . . 0002 / 0009 . ISO : ( )ASQC ( )EOQC " " (906,2991,.)Dilworth . ( )Juran " (44,3991, )Evans ( )Feigenbaum " " (5:6991,. )Fisher & Barry ( )Crosby " " (21:9991,.)Crosby Corrective Preventative ( )Taguchi " " 7 ( )ISO " (7. )ISO 9000:2000: p 0009 ISO . (744:9891,. )Barod ISO ( )Taguachi 00041 ISO . . 8 . ( 1 ) : ( 9991: 6-11) ( 42-62: 10002, ) : : - 0491 1. . .2. . 3. . 4. ) Inspection ( 0391- 0291 ( 31 :7991 , ) Dale ) (9 . : 0491-0691 1. . ( :5991 ,Ross 741-641 ) .2. 3. . ( Krajewski 18:9991 ,.) & Ritzman4. 01 ( ) Pareto ( Cause Effect ) . . : 0691-0891 1. . .2. Zero Defect .Crosby 3. 11 4. ( ) Quality Assurance . . : 0891-0202 1. .2. ( 42:7991,. )Dale3. 1009 ISO ( 8991:52 ) .21 ??????? ?????? ??????? ??? ?????? ???? ?????? ????? ?????? ??????? 0691 ??????? ?????? 0202 0891 01020491 (-Value ) Total Customer . ( 1 ) . 31 : . . 1. :. . ( ) : / : : Appearance / Features : : Reliability : : Conformance . . . : : Performance .iii.iii.iv : : Durability . : : Serviceability : : Aesthetics ..vi .. .vii : Perceived Qualityviii2. : : : Time .41 .i : : Timeless . : : Completeness . : : Courtesy .. . .iiiiiiv : : Convenience . : : Consistency .. . .vi : : Responsiveness . : : Accuracy .viiviii ( 2 ) . ( 2) 1. : Reliability 2. : Responsiveness . 1. : Performance 3. : Competence . 4. : Access . . 2. Features 5. : Courtesy516. : Communication 7. : credibility 8. : Security . 4. : conformance . .3. : Reliability . . 9. : .Understanding 01. : Tangibles .5. : Durability . 6. : Serviceability . .7. : Aesthetics 8. : Perceived Quality . .: : . . . . .. ( 2 ) :i : . .61 . . ( 2 ) : * * : * * * : * : * * 71 ( 3 ) : ..ii.i . ..iii : / .81 .i ..ii / . ..iii.iv : ( 45 :7991 , . )Dilworth , 1996:611) ( Schonberger ( ) 1. : . Prevention cost . . .2. : . Appraisal Cost 3. : . Internal Failure Cost ..4. : External Failure Cost91 . (4) . ( 5) . ( 4 ) . 02 ?????? ????? ( 5 ) ?????? ?????? ????? ?? ???? 12 . (C W Q C ) Company Wide . Quality Control Total Quality Management 5891 . ( )Stockholders ()Stakeholders 4:0002,4009.)(ISO 671 ISO/TC 22 ( )TQM 0009 ISO ( 6:0002,( )ISO9004,2000:4-5) (BSI 0002: 64-83).: : ()Customer Focus . : : ()Leadership . : : ()Involvement of People ( )Essence . : : ()Process Approach .: : ()System Approach to Management ()Interrelated Processes .: : ()Continual Improvement . : :()Factual Approach to Decision Making32 : : 0009 ISO . .()Mutually Beneficial Supplier Relationships . ( 48:6991 : . ) Aroar 0009 ISO : 1. 2. 3. 0009 ISO ( Deming Malcom European Quality ) 0009 ISO Baldrige . 42 0009 ISO ( ) Compatible . ( 262 :4991 : ) Own & Cothran 0009 ISO . ( 33:4991 :) Corrigan 0009 ISO . ( 86:5991 :.)Weston ( 502:6991: . ) Lal . 0009 ISO 0009 ISO ISO 0009 . :52 1. ( 1-4009 ISO 2. . 3. . ).4. . 5. ( . ) SPC 6. / ( . ) JIT 8. .7. . 9. ( . ) QFD 01. . 0009 ISO / 0009 ISO . 0009 ISO . ( :Charif & jalal 0009 ISO 664 : 5991 ) . 0009 ISO ISO 62 0009 ISO 0002 ( ) Customer Focus . ( 0002 / 0009 ) ISO , . 72 : ( ) TQC 1. : Armand Feigenbaum (0591) Massachusetts (02) 1. . 2. 8191-0091 . 3. 7391-9191 . 4. 0691- 8391 . 5. 1691 . ( : 1002:52) ( 167:8991 , . )S lack3. . Edwards Deming4. 82( 7491) ( Shewart Deming Deming 1. : 2. : . . : ( ) . ) .3. 4. . .5. : . 6. : 92 7. . 8. : . . 9. : 01. : . .11. : 21. : . . .31. : 41. : 03 . ( , Slack 267: 8991 ).Joseph Juran3. ( 0002:49 ).i : Quality Planning ( ) . . . Quality Controlii . . . Quality Improvementiii . ( ) ( 267:8991 , )Slack Kaoru Ishikawa4. .( ) Quality Circles Ishikawa : Juran , Deming , Feigenbaum13 . ( ) Cause Effect "" "" C W Q C . "" "" T Q M . ( 167 :8991 , . ) Slack. Genichi Taguchi5. "" Q L E ) Quality loss Function . . "" (. Phillip B. Crosby1. : 2. : 3. : 4. : . ( 236. Crosby .: . . 8991:942) . ) . ( ( 69: 8991 ) . 1. : . 2. : . 3. : 33 : . ( 367:8991 , ) Slack .et.al T Q M 1. . 3. () 4. . 5. . 6. . . ( 66: 1002 ) . 2. ( ) . : . ( 41: 9991 ) . : " " ( 7-8: 5991 ): 1. .43 ( 4: 1002 ) " " . 2. 3. . 4. . 5. . 6. . . 7. 8. . . .9. . . 53?????? ????? ??????? ?????? ????? ???????? ?????36 : ( 6-9: 1002 ) ( 71-31:7991 , . ) Goetsch & Davis 1. . 2. .3. . 5. . 6. . 7. . : 4. .1. : . 2. : ( 877:8991 : . ) Slack733. : ( 541:6991 :. ) Krajewski & Ritzman .4. : ( ) Incremental ( Break Through ) ( 1002:86 ) . . . . . . . . ( 95 :7991 : ) Evansiiiiiiiv 5. : 83 . ( , Goetsch & Davis 6. : : ( Think ) Tank . . 61:7991 ) ( 71:79 , .) Goetsch7. : ( 7991:96, ) . . 93 .. . 04 .( 9-11: 1002 ) 2. . 4. . 1. : ( .) Management by Wonder Around ( ) Management by Around . ( 6 ) . 5. . 3. . 1. . ( )Open Book Management .... ( 2-1 :7991 , . )Horton & Thomas (6)14??? ???????????????????? ???????????? ?????? ???????? . 2. : ( :8991 , Slack 877 ) . 3. : "" 633:8991,) & Torrinton (Hall 24 . : ( . . . . . . . 67.6991, . )Quinn ,et.aliiiiii ( ) .4. : . . 34 . 5. : . . 1. / . 2. : ( 87-97: 0002 ) ( 45 ,7991 . ) Schonberger & Knod .443. . .4. : 5. ( ) . .6. : 1. . 2. . 3. .( 11-21: 1002 ) : 4. 5. 6. 7. .54 . . . . : ( , Slack , 1998:783-784) ( Shafer & Meredith 1. . Deming 2. . Malcolm Baldrige 3. . : : Deming . Deming ( 1591 ) : : . . . . . . . . 69 ,29 :8991 ) .64 . . . . : Malcolm Baldrige .Deming ( 9-01: . ( 006 ) . . . . 9991 )74 . . . ( 51-31:5991,) Ross . . . . . . . . . / ( . ( 4 : ) . ) ( 5 : ) ( 3 : ) ( 902.7991 , .)Waver ( 6: ) ( 7 : ) . ( 7 ) 84??????? ???????????????? ???????? ????? ??????????? ?????? ??????? ??????? ???????????? ????? ??? ? ?????? ?????? ???????? ???????? ????? ??? ??????49 ( 7 ) : : European Quality AwardE F Q M European Foundation For Quality Management 8891 . ( ) E F Q M . ( 41 ) ( ) 3991 ( 003 ) . . ( ) E F Q M : ( 487:8991, ) Slack ( 8 ) . ( 8 ) 05 %9 %9 01% %8 %02 %51 9% %05 6% %05 . 0009 ISO I S O . 0009 ISO ( 577:8991, ) Slack ( , 9991:51 ).15 I S O I SO ( , 752: 89 ) 0009 I S O . ISO 0009 ISO 0009 . 4991 ( : 310002 ) . 0009 ISO 25 . World Class Manufacturing . 0009 ISO 0002 0009 ISO ( 2 ) 0009 ISO . (2 ) . 0002- 1009 ISO 0002-10009 ISO 1. 1. . . 2. .2. 3. . 3. . 4. 4. 355. . . 5. . 6. 6. . . 7. . 8. . 7. .8. .45????? ?????? ????? ????? ?????? ???????: . . . : 1. .55 2. . 4. . 5. . 6. . 7. . 3. . . Pareto Diagram . Juran Pareto . 65 ( 73:5991 , . ) Raju : ( 84: 1. . 2. . 3. . 4. . . 1002, ) :5. 6. . : : 9931 836 142 1. 2. 3. : 75?????? ?????? ???????%269931%269931 1.%09 %0017302 8722%82 %01 %001836 142 8722 2 30041 05010070 . : ( 009) 85301 56 271 72 922 621 17 ?? 1 2 3 4 5 6 7 8: . : %11 %81 %73 %04 %66 %08 %88 301 861 043 763 695 227 397 %11 %7 %91 %3 %62 %41 %8 301 56 271 72 922 621 17 7 6 3 4 5 1 295???? ?????????????? ??? ?????? ??? ??? ???????? ????????? ??? ?????? ??? ???? %001009%117018??? ??????052 002 051 001 05 006 Cause Effect Diagram . : ( 307:8991, ) Slack ,et.al . 2. Man 1. Management 3. Method 4. Measurement Machine 6. Material 7. ( ) Milieu ( 1002:94 ) . 1. ( ) 5.2. 16 . 3. .4. . : : . . . . . . .26???????????? ????? ??????? : ??????? ???????? : : ( 571 :) Krajewski & Ritzman ( ) . . - . .36???? ????????????????? ?????? ?? ???????????? ?????? . : : Process Chart ( 543 :7991 , Evan ).463 . 7491 . : . . 1. . 2. . 3. .5654. . 5. . : . . . . . . . . . :1. . 2. . 3. . 4. . 5. . 6. . 8. .7. . 9. .6601. . Check sheets . . . ( 894 :9991 ,. ) Stevenson : : . %96 364 76 IIII II IIII %32 %5 %2 %1 %001 751 23 11 7 076 Graphs ( 281: 899 ) ( ) Bar chartLine Graph Pie Chart Belt Graph Radar Chart - - - . Compound graph of Bar Chart, Line graph : 86 : 723 042 671 501 09 16 33 05 54 34 0711 : Pie . . 063 : 063(7230711)=6.001 : 063(0420711)=47 : 063(6710711)=25 : : 063(090711)=82 : 063(330711)=2.01 : 063(540711)=41 : 063(050711)=61 : 063(160711)=91: 063(5010711)=3.23 : 063(340711)= 6.00196 :(34 :7991, .) Raju . . . : Scatter Diagrams . : : 071 2 3 4 5 6 7 8 9 01 11 21 31 41 511.8 7.7 4.7 8.5 6.7 8.6 9.7 3.6 7 8 8 8 2.7 6 3.66401 0301 9301 7201 8201 5201 5301 5101 8301 6301 6201 1401 9201 0101 020161 71 81 91 02 12 22 32 42 52 62 72 82 92 037.6 2.8 1.8 6.6 5.6 5.8 4.7 2.7 6.5 3.6 8 5.5 9.6 7 5.74201 4301 6301 3201 1101 0301 4101 0301 6101 0201 0401 3101 5201 0201 2201 : 1. : = 1.41203=23.72. () (). . 2N 1N = 3080303=67.6201173N4N.3. ( 4 ) n1+ n2+ n3 + n . .11 =1N 2 =2N 21 =3N 3 =4N : = 2 4. 3n1, n + N 4 n2. n - N 32 = 3 N+ =n 1+ n 5= 4 N - = n 2 + n 82 03 82 = 5+32 = -N= n+ n27 .6. ( ) T 82 : n = 10.0 6 n 8 = 5.0 :1. : 50.0 n0.01 < = n- < n8>=5>6 n- < n 5>6 2. : . = 10.0 . 8>=5>610.0n< = n+ < n3. : .50.0 . n+ < n= 10.04. : . 6>=32 . ( 2 ) .37 Controls Charts . ( 75-85: 1002 ) . . . . . : . . 47 ( ) R X ( ) Range ( 956 :8991, . ) Slack : ( 804 :7991 ,. ) Goetsch & Davis ( ) X 1. 2. 551 3. ( ) : = = . . = 4. :-= : = = 1.5 = 2. : = 3. - 57 : = = + 2 = - 2 = 4 3 = = : :8 \ . 81 12 82 82 02 001 52 02 42 421 62 61 82 441 43 63 04 671 42 63 92 761 84 92 43 +8.42 +8.82 +2.53 + 4.33 )5= 9/4 9/5 9/6 9/7 9/8 02 8.42 8.82 2.53 4.33 44.8242 7 73 71 22 21 53 25 82 82 = (02 = (81+12+82+82+02 ) 5 = 32 = 44.82 = 44.82 +775.0 32 = 117.14 = 44.82 -775.0 32 =961.51 = 326732 511.2 = 546.84 = = 32 0 = 000 : 04 04 03 02 30.51 01 UCLSEP51 4122 12 02 91 81 71 6132425272 62 UCL 04 03 7.12=R 0201 0=LCL SEP 51 41 22 12 02 91 81 71 61 32 42 72 62 52 03 92 8277 (_ ) p- Chart . ( : Krajawski & Ritzman ( ) C Chart 162:9991 ) . . 1. . 2. : =P np N = np . =N . P .3 : = P np N np . =87N. = 3. : 3+ )UCL = P p(1-p N )UCL = P + 3 p ( 1-p N C - Chart :3 + UCL = C = LCL 3CC C ( 2 ) ( 003 ) : 21 9 6 6 3 6 3 1 2 3 4 5 6 7 8397?????? ??? ?????? ???21 = 003 / p Chart . : 40.0 30.0 20.0 20.0 10.0 20.0 10.0 10.0 1 2 3 4 5 6 7 83 +.. +9 +21 = P 8*003 3+ U.C.L= p=84 20.0 = 0042)P ( 1 p N)20.0-1(20.0 3+ 20.0 = 003 .440.0 = U . C . L3- L.C.L =P) p (1-p N3-20.0 =)20.0-1(20.0 00308400.0 = L . C . L 40.0. 0 440.0= U. C . L=P = L.C.L20.0 20.0 O 8 7 6 5 4 3 2 1 . ( 3 ) : : {1, 4, 2 ,.3, 5, 6 ,4 ,2 ,2, 5,1 ,5 ,3 ,2 ,1 ,5 ,4,6 ,2 ,4 ,3 ,6 ,5 ,4 ( 52 ) ,8 } : 52 59 = 2 ++5+6+4 = C 52 8.3 = . C 3+ U . C . L = C 3- L . C . L = C C18C3+8.3 = 8.38.356.9 = 03-8.3 =40.2- =56.98.31 2 3 4 5 6 7 8 9 01 11 21 31 41 51 61 71 81 91 02 .. 52 (1 ) 4 A2 , D3 , D R Chart , X Chart . Source: Hazier & Render 611:6991 2 3 4 5 6 7 8 9 2A 088.1 320.1 927.0 775.0 384.0 914.0 373.0 733.0 803.0 3D 0 0 0 0 0 670.0 631.0 481.0 322.0 4D 762.3 575.2 282.2 511.2 400.2 429.1 466.1 618.1 777.10128 : . 1. ( 1002 ) : . 0009 . 2. ( 1002 ) I S O 3. 3 &8 8691 .4. ( 9991 ) : . 0009 O .5. ( 8991 ) I S386. ( 0002) 7. ( 8991 ) 8. ( 1002 ) 0009 - ISO . 9. ( 1002 ) 0009 ISO . . .01. ( 1002 ) . 11. ( 5991 ) 0009 ISO . 21. ( 7991) . 31. (9991 ) : . Hazier ,J & Render (1996) , Production & Operations ) Management (New jersey : Prentice Hall Dilworth, James, (1996) Operation Management, 2ed ed. New .) York : MC- Graw Hill Evans, James (1997) . production operation Management 5the . ) ed , (New York : West Publishing co . Russell. R , & Taylor ( 1998) . Operation Management 3d ed48 ..1 .2 .3 .4(new jersey. Prentice Hall). 5. slack . N. chambers .S. Harland. G. Harrison, A , & Johnston (1998) operation Management (New York : John Wiley & sons) . 6. Krajewski & Ritzman, (1999) Operation Management strategy & Analysis, 5th ed (New York: Addison Wesley). 7. Schonberger, R.J, & Knod E, (1997) Operation Management 6th ed. (New York: MC Graw Hill). 8. Harrison , Alan , Nigel Slack , Stuart Chambers , Harland Robert (1998) Operations Management ,2 ed (new York : pitman ) 9. Dale, Barrie, Cary, Cooper, &Adrian Wilkinson, (1997). Operation Management quality & Human Resources. A Guide to Continuous Improvement (London: Black well). 10.Ross, Joel. E. Total Quality Management, 2 ed, (1995),(Florida: press Publishing ). 11. Clair, Guyst . , (1997), Total quality Management In Information services , Bowler Sauer . 12.Goetsch , David , & Stanley , Davis , (1997) , Introduction to Total Quality , Quality management For Production , 2 ed ( new jersey : prentice Hall). 13.Horton A, & Thomas, (1997) , The Substance of true leader ship , management .Review : 1-2. 14.Hall , Laura & Torrington , Derek , (1998) , human resource management ,4th , ( New York : prentice Hall ) . 15.Raju Sundara , (1995) , Total quality management , (new Delhi : tat MCGRAM HILL ). 16.Stevenson, William, (1999), Production Operations Management , 6th ed . (Mc-Graw Hill: New York). 17.Waver , grace . (1997) , strategic Environmental management Using T Q E M & I S O 1400. for competitive advantage . ( New York : John Wiley & sons ) .85