1.質量的定義

The concept of quality

一組固有特性滿足要求的程度

The Degree in which the inherent chacteristic meet the requirement

2. 對質量的兩個觀點

Two views on Quality

符合性質量：符合所有的要求

Compliance quality：meet all the requirements

適應性質量：符合顧客的要求，顧客滿意

Adaptative quality：meet the need of customer and provide satisfy.

3.朱蘭的大”Q"與小“Q"觀點

Big ”Q" and little “Q", Juran‘s view on quality.

4. 質量特性

Quality characteristic

把感性的、混淆的顧客需求轉化為理性、清晰、技術或工程的語言

Transfer the emotional，confused customer needs to rational,clearly,technologycal,engineering language.

分類types

技術性方面的質量特性：如耗油量、速度

心理方面的質量特性：如服裝款式、汽車象征的地位和氣派、食品的味道

時間方面的質量特性：產品壽命、電力供應的及時性

安全方面的質量特性：漏電保護

社會方面的質量特性：法律、法規、環保、倫理

Technical??characteristic :?such as?fuel consumption,speed.

Psychological quality characteristic ：Such as clothing style,the status and style of the car symbol, the taste of food

Quality characteristics in terms of time：the product lifetime，timeliness of power supply

Quality characteristics in terms of safety：Leakage Protection

Social quality characteristic：laws,regulations,environment protection,ethics

5.產品的質量特性

Quality characteristic of products

性能：

產品滿足使用目的所具備的技術特征

壽命：

產品在規定的使用條件下完成規定功能的工作總時間

可靠性：

產品在規定的時間內和規定的條件下，完成規定功能的能力

安全性：

產品保證顧客的生命不受到傷害、身體和精神不受到傷害、以及財產不受到損失的能力

經濟性：

? ? 產品在生命周期內的成本和費用方面的特征

Performance:

the technical characteristic of the product to meet the purpose of use.

Lifetime:

the total time of which the product complete the specified function within the specified time and under the specified conditions

Reliability:

the ability of product meed the specified function within the specified time and under specified conditions.

Safety:

the ability of the product to ensure that the customer's life is not harmed,the body and mind are not harmed,and the property is not damaged.

Economy:

the characteristics of a product in terms of costs and expenses over its life cycle

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