1.质量的定义
The concept of quality
一组固有特性满足要求的程度
The Degree in which the inherent chacteristic meet the requirement
2. 对质量的两个观点
Two views on Quality
符合性质量：符合所有的要求
Compliance quality：meet all the requirements
适应性质量：符合顾客的要求，顾客满意
Adaptative quality：meet the need of customer and provide satisfy.
3.朱兰的大”Q"与小“Q"观点
Big ”Q" and little “Q", Juran‘s view on quality.
4. 质量特性
Quality characteristic
把感性的、混淆的顾客需求转化为理性、清晰、技术或工程的语言
Transfer the emotional，confused customer needs to rational,clearly,technologycal,engineering language.
分类types
技术性方面的质量特性：如耗油量、速度
心理方面的质量特性：如服装款式、汽车象征的地位和气派、食品的味道
时间方面的质量特性：产品寿命、电力供应的及时性
安全方面的质量特性：漏电保护
社会方面的质量特性：法律、法规、环保、伦理
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.产品的质量特性
Quality characteristic of products
性能：
产品满足使用目的所具备的技术特征
寿命：
产品在规定的使用条件下完成规定功能的工作总时间
可靠性：
产品在规定的时间内和规定的条件下，完成规定功能的能力
安全性：
产品保证顾客的生命不受到伤害、身体和精神不受到伤害、以及财产不受到损失的能力
经济性：
产品在生命周期内的成本和费用方面的特征
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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