如何开展质量提升、质量改进活动

How to carry out quality improvement, quality improvement activities

进入21世纪后，产品、服务质量在市场竞争中的一票否决效应越来越明显和突出，企业只有进行不断的质量改进、质量提升活动，走质量效益型道路，才能在优胜劣汰的竞争环境中生存并发展壮大。

Enter after twenty-first Century, products, service quality in the market competition in the one-vote veto effect becomes more and more obvious and prominent, enterprises only for continuous quality improvement, quality improvement activities, take quality benefit way, to the survival of the fittest in the competitive environment of survival and development.

质量改进、质量提升能力是企业核心竞争力。

Quality improvement, quality ability is the core competitiveness of enterprises.

企业的质量改进、质量提升包括三个方面：

Enterprise quality improvement, quality includes three aspects:

一、产品和服务质量改进、质量提升

One, product and service quality improvement, quality improvement

这是质量改进、改善和提升的核心主题，通过产品和服务质量改进、改善和提升，使产品和服务为顾客创造更多的价值，从而确保顾客满意和忠诚，这是提升企业竞争力的关键所在。

This is the quality improvement, improve and upgrade the core theme, through product and service quality improvement, improve and upgrade, so that products and services for customers to create more value, so as to ensure customer satisfaction and loyalty, which is the key to promote the enterprise competitiveness.

产品和服务质量改进、改善和提升主要关注以下三个方面：

Product and service quality improvement, improve and enhance mainly concentrate on the following three aspects:

1、产品和服务的价值改进、改善和提升来源：

1, the value of product and service improvement, improve and upgrade the source:

在这个方面重点关注产品和服务能否经济的解决顾客问题，重点从顾客细分、顾客需求研究、产品/服务策划和设计等方面着手开展质量改进、改善和提升工作。

In this respect to focus on products and services can economy to solve customer problems, from the point of customer segmentation, customer demand research, product / service planning and design and other aspects to carry out quality improvement, improve and enhance the work.

产品/服务设计是否满足顾客需要，是否能够给顾客带来价值，这些直接决定着顾客是否满意。

Product / service design is to meet the needs of customers, whether can bring customer value, which directly determines whether the customers are satisfied.

注：本文所讲的产品/服务包括提供给内部顾客和外部顾客的产品与服务。

Note: This article is about the products / services provided to external and internal customer products and services.

2、产品和服务的符合性改进、改善和提升

In 2, with the improvement of products and services, improve and enhance

在这个方面重点关注提升产品/服务与设计的符合水平，提升质量合格率、降低不良品、减少服务差错等。

In this respect to focus on promoting products / services and design conformance level, enhance the quality of the qualified rate, reduce the defective product, reduce service error.

产品/服务质量的符合性水平，直接决定着顾客投诉多少和成本高低，符合性水平越高，相应的质量损失就越低，从而成本越低。

Product / service quality conformance level, directly determines the number of customer complaints and high and low cost, the higher the level of compliance, the corresponding quality loss is lower, so as to lower the cost of.

3、产品和服务的稳定性改进、改善和提升

3, products and services, improve and enhance the stability improvement

在这个方面重点关注批量提供产品/服务之间的差异性大小。差异越小，产品/服务质量的稳定性越高。提升产品/服务质量稳定性，可以提升质量符合性水平、提升顾客忠诚度。

In this respect to focus on batch product / service of the difference between the size of. The difference is small, product / service quality stability higher. Enhance the product / service quality stability, can improve the quality and compliance level, enhance customer loyalty.

二、管理和业务过程质量改进、质量提升

Two, management and business process improvement, quality improvement

产品/服务是过程的结果，要提升产品/服务质量，必须提升过程质量。

Product / service is the result of the process, to improve the quality of products / services, must improve quality.

过程质量改进、质量提升需要从过程优化设计和再造、改进过程控制技术和方法等方面入手。

The process improvement, quality improvement from the process design optimization and reengineering, improved process control techniques and methods and other aspects.

提升过程质量重点是改进、改善和提升过程速度、过程响应速度、过程可控性、过程能力等方面。

Improve process quality, to improve and enhance the focus is to improve the process speed, speed of response, process of process control, process capability etc..