5-1 建立人性化的工作职场
一个品管领域颇有成效的女工在公司的品管会议上告诉我们，“等我将来有了小孩，我会把我深刻的印象告诉他（她）！”为甚么会给她留下这么深刻的印象呢？没有亲身经历是不容易理解的。但我们可以想象，她之所感到满意，是因为她靠自己的能力投入而取得的成就，也因为公司全体员工对品管效果是有了认识。
品管活动之必要性不仅仅在于对劳动力的需求，也在于每个人发挥自己的智力，用好的观念去参与，使自己的工作职场变得更好。通过这种品质活动，每个人都会感到有参与的价值。
5-2 QC手法与品管圈的关系
那么，品管圈是如何发挥其效能的呢？首先必须要学习。
我们必须学习有关改善工作职场，统计技术的认识。希望此书能有助于了解这些基础，它同样对国内外的其它公司之品质活动范例之分析也有用，因为品管活动在日本、美国、欧洲和东南亚都切实地得到推行。
5-3 组织编成与领导者的选任
品管领域的活动最主要的观念在于工作职场全体人员的自愿参与。因此，希望某人出来领导这个团体，积极支持他所在部门的工作，几个或十来个人就可以组成这样的品管组，如果都属于同一部门，有着同样的活动就更容易激励活动的开展。如果部门的全体人员都愿意参与，这意识着领导是相当出色的，活动也就变得积极了。当然，高级领导的关注与支持对品管活动起着很大的促进作用。
5-4 设定目标与活动展开
从学习品管开始，品管活动是很平常的事情，如果达到了一定水准就需确立活动目标。刚开始的时候，最好从日常熟悉的问题中选择目标，如“预防零件掉落”，以便较容易同他们合作。
根据组织的情况建议一团或几团开一次会，最好离下次会议的时间不要太长，以免影响活动的顺利开展。
最好在工作职场开会，因为他们才有强化的话题。活动应该安排能使每个人都能发挥作用，这样全体的意思才会被采纳。主管和全体员工对活动的支持是非常需要。
5-5 归纳与发表
当改善行动进行到最后，要比照最初的情况来确认效果。如果有必要再提高效果，就继续行动。如果得到了满意的效果，就总结行动的过程。这一点对每个人的绩效很重要。
把结果呈报给主管，举行品保会议时准备并参考。为作好充分准备，每个人都要有所行动，要准备图表、实际样品、练习介绍方法，这样才能更有效地被人理解与接受。
希望此书能辅佐你工作职场生动的品管活动。
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Chapter 1 Let's proceed "Quality Control"
1-1Basic 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.
Objectives-basic 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."
1-2 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.
1-3We 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, always-new 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.
1-4 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 quality-minded 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.
1.5 everyone is responsible for his/her 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, Q.C. 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.
2-1Control Circle, (P-D-C-A)
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.
2-2 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.
2-3 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.
2-4Let'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?
2-5To 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:
⊙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.
2-6 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.
Q.C. 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 Q.C. should not be an abstract one like" Pardon me, I will be more careful.", but should lead to reasonable countermeasures to eliminate bad causes.
2-7 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.
3-1Let'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, "On-the-spot confirmation".
The scientific approach begins by data and numbers.
Let's not talk the fact by literary expression like "I think it is about…
3.2 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 sheet--In 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.
3-3 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.
3-4 Let's study cause of problems. (Cause-and-effect 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? Worn-out tire, lack of brake fluid,.. etc.
Then, we arrange these causes in a fish-bone 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 cause-effect, cause-effect...
If branches have no cause-effect relationship, the diagram has no meaning, so this "Fish-bone" is not attractive even for cat.
