为什么我们不能对质量疯狂？
Why can't we be on the quality of crazy?
最近美国内布拉斯加州林肯大学的MARC J. SCHNIEDERJANS等人对中国制造产品和外国制造产品进行了对比调查与分析，根据对500位美国消费者的调查数据分析，中国产品平均质量得分 2.77(满分为10分)，非中国产品平均质量得分7.22。这一结果显示中国产品在美国消费者心目中的质量形象很差，这对于希望成为世界制造业基地的中国来说应是一个值得警惕的信号。尽管2004年中国国际贸易额将突破万亿美元大关，但我们必须冷静思考：中国产品仅仅依靠低廉价格抢占国际市场的做法是否可以长期持续?外国对我国产品的反倾销制裁日益频繁、当地制造业的激烈抵制给我国企业敲响了警钟：市场竞争不仅仅是价格竞争，更重要的是质量竞争。那么，当前对于中国企业来说，是什么制约了中国产品质量的提高?
Recently the United States of America Nebraska Lincoln University MARC J. SCHNIEDERJANS et al. Products made in China and foreign made products were compared according to the investigation and analysis,500 American consumer survey data analysis, the average Chinese product quality score of 2.77(out of 10), the Chinese product quality score of 7.22on average. The results show that Chinese products in the United States of America in the eyes of consumers of quality image is very poor, this is hope become base of world manufacturing industry in China should be a warning signal. Despite the 2004China international trade forehead will exceed trillion dollar to close greatly, but we must think calmly: Chinese products only rely on low prices to occupy the international market is long-term persistence? Foreign to our country product anti-dumping sanctions have become increasingly frequent, the local manufacturing industry fierce resistance to China's enterprises sounded the alarm: Market competition not only is price competition, quality is more important competition. Then, the current Chinese enterprise, what restrict China to improve product quality?
　　事实证明：制约产品质量提高的关键因素往往不是技术，而是落后的质量观念。美国通用汽车公司曾在20世纪80年代建立了世界上技术含量最高、全部自动化的新品牌撒旦分部集团，生产一个系列的各种汽车，希望实现一流质量一流效益，结果发现撒旦分部并没有明显优于其他分部。这说明技术设备往往不是决定质量的最关键因素，员工的观念和态度才是最关键的因素。一家著名美国企业的总裁曾经到一家著名日本企业参观学习时表示：我们保证产品质量的关键在于 30%的技术加70%的态度。没想到日本企业的老板则说：我们保证产品质量的关键在于10%的技术加90%的态度。由此可见日美企业在质量观念上的差别。态度不同则效果不同。在美国有一家汽车配件供应商使用同一条生产线同时为美国一家汽车公司和一家日本在美企业供应零部件，这家企业采用了控制图进行过程质量控制，结果发现，为日本企业生产的时候产品的质量波动范围明显小于为美国企业生产时的质量波动范围。通过深入调查分析才发现原因在于企业员工从内心认为日本企业对质量要求严格因而不敢大意、工作认真、注意力集中，可见观念的重要作用。
Facts prove that: the key factors restricting the improvement of product quality are not technical, but the backward concept of quality. The United States of America GM had in the nineteen eighties established the world's highest technical content, fully automated Brand New Satan division group, producing a series of car, hope to achieve first-class quality first-class benefits, results showed that Satan division were not significantly better than the other division. The technology and equipment is often the most critical factors determining the quality, employee perceptions and attitude is the most critical factor. A famous American company presidents have to a famous Japanese learning enterprise visit said: we guarantee the quality of products is the key to 30% technology plus 70% attitude. Did not think of Japanese enterprise boss said: we guarantee the quality of products is the key to 10% technology plus 90% attitude. Thus the enterprises in the sense of quality difference. The effect of different attitudes of different. In the United States have an auto parts suppliers using the same production line at the same time for an American car company and a U.S. company in Japan in the supply of parts and components, the company employs a control chart for process quality control, it was found, for the Japanese enterprises to the production time of the quality of the product range was smaller than for American enterprise production quality fluctuation range. Through deep investigation and analysis to find because employees from the heart thinks Japan enterprise strict quality requirements and not the effect, work conscientiously, focus, the important role of visible idea.
　　质量观念反映企业员工对质量的认识和对质量问题的观点，决定着员工的质量态度和行为取向。落后的质量观念必然产生消极的质量态度和不适宜的质量行为，从深层次上制约企业产品质量的提高和质量工作的开展。对于我国许多企业来说，对产品质量不是精益求精，而是凑凑合合，从内心对追求完美持抵制心态，这是制约我国产品质量提高的关键。
Quality concept reflects the enterprise staff on the quality awareness and quality issues, determines the quality of staff attitudes and behavior orientation. The backward concept of quality will have a negative attitude towards quality and inappropriate behavior, from the deep level restrict an enterprise to improve product quality and quality of work. For a lot of our country enterprises, product quality is not refine on, but get work, from the heart to the pursuit of perfect resisting mentality, this is to restrict our country product is the key to improve the quality of.
　　首先，让我们体会一下观念对我们生活的影响力。凡在国外生活过的人都对中外的饮食对比感慨颇深，一方面感叹外国人吃的太简单了、太不讲究了;一方面感激老祖宗给我们留下的丰厚的饮食文化和中国美食。其实中国饮食业绝对是中国最成功的产业，遍及世界各地的中国餐馆每年实现的销售收入不知是麦当劳、肯得基的多少倍，这不仅仅归功于中国人多，更重要的是，中国人在饮食创新、多样化、精益求精上投入了大量热情和资源。为什么外国人在饮食上不如我们，是他们的收入比中国人低?是他们的技术落后?是外国人笨?当然不是!原因很简单，外国人对吃的重视程度远远不如我们。中国人在研究如何吃好的问题上所投入的热情、时间让外国人感觉无法理解，这就是观念上的差别。
First of all, let us experience the idea on our life influence. In foreign countries where who has lived on Chinese and foreign diet comparison feeling is quite deep, hand sigh foreigners eat too simple, too fastidious; a grateful ancestors left us a rich diet culture and Chinese food. In fact, the Chinese catering industry is China's most successful industries, throughout the Chinese restaurants around the world to achieve an annual sales income is not the McDonald's, Kentucky many times, this is not only due to the Chinese people, more important is, Chinese in the diet diversification, refine on innovation, invested a large amount of passion and resources. Why foreigners in the diet is inferior to us, is their income than Chinese low? Is their technology backward? Foreigners is stupid? Certainly not! The reason is very simple, a foreigner to eat more than we. Chinese study in how to eat on time investment enthusiasm, let foreigners feel unable to understand, this is the conceptual differences.
　　然后，我们再看一下F1赛车制造商对质量的疯狂追求。每辆F1赛车由3500个零件组成，制造商每年都要对赛车进行重新设计和制造，而且整车的组装需在4天内完成，并且要确保赛车的卓越性能。在赛车场维修站，制造商要提供50000多个重达25吨的备件，在赛车过程中在7秒之内完成更换轮胎、加油及必要的维护。如此高效率和高质量的完美结合令人感觉不可思议，这一切来源于企业高层领导对质量的高度重视和极端执着，来源于全体员工乐于迎接挑战和追求完美的健康心态。
Then, we look at the F1 car manufacturers on the quality of the mad pursuit. Every F1 car consists of 3500 parts, the manufacturer of racing cars every year to design and manufacturing, vehicle assembly and be completed within 4 days, and to ensure that the superior performance of the car. In the racing field repair station, the manufacturer to provide more than 50000weighed 25 tons of spare parts, in the racing course in 7 seconds to complete the replacement of the tire, the gas and the maintenance of the necessary. So high efficiency and quality of the perfect combination to feel incredible, it all comes from business leaders of quality is highly valued and extreme dedication, from all the staff willing to receive the challenge and the pursuit of the perfect healthy mentality.
　　一叶知秋。从中国美食到F1赛车，我们不难看出，只要是人们重视的事情再难也容易做好，只要不重视再容易的事情也难以做好。遗憾的是，我们除了对吃如此认真、如此投入、如此挑剔之外，对别的好象都不那么在意。 “对待什么事都凑凑合合就行”“产品能用就行”的观念在中国人的心中还是根深蒂固，企业不愿意在产品质量上下功夫，中国产品在国际市场上一直无法摆脱低档、低质、廉价的形象! 当前持这种观念的人依然很多，就连美国管理之父德鲁克也曾认为“按照顾客可以接受的最低质量标准来满足供货承诺”是一种值得赞赏的做法。这种质量观念反映企业的质量管理是一种消极的管理，而不是积极的管理。因为大的问题可能会引起顾客的强烈不满、政府部门的干预甚至是法律的制裁;小的质量问题往往不会带来太大的麻烦，所以可以不予考虑。这反映了企业员工对待质量的消极被动的心态，只是把质量作为企业防守的工具，不出大问题或者不比竞争对手问题多就行，没有想到质量完全可以成为企业吸引顾客赢得竞争的武器。
One falling leaf is indicative of the coming of autumn. From the Chinese food to F1 car, we see not hard, as long as the people pay attention to things again difficult also easy to do, as long as does not take the easy thing to do. Unfortunately, we in addition to eat so serious, so the input, so critical, to the other do not seem to care so much. " Treat everything together with together ."" products can be used on the line " concept in the minds of the Chinese people is still ingrained, enterprises are reluctant to efforts in product quality, Chinese products in the international market has been unable to get rid of cheap, low quality, cheap image! Now it still a lot the United States of America, even the management of the father Drucker also thought that" the customer in accordance with the minimum acceptable quality standards to meet delivery promises" is a kind of commendable practice. The concept of quality reflects the quality of enterprise management is a kind of passive management, rather than active management. Because the big problem may be caused by customer's strong dissatisfaction, government intervention and even legal sanctions; small quality are not too much trouble, so can not be considered. This reflects the enterprise staff about the quality of the passive attitude, just put the quality as its defensive tool, not a big problem or not than the competitor more problems, did not think the quality can become the enterprise to attract customers to win the competitive weapon.
　　事实上，很多项目的失败都是由于太多的小缺陷引起的，而且有时缺陷虽小，但往往造成大的事故。如美国挑战者号航天飞机失事的原因在于一块不起眼的塑料泡沫存在质量问题;美国太空3号快到月球却不能登上去，只好无奈返回，只是因为一节30元钱的小电池坏了，耗资几亿元的航天计划因而失败。再如我国 “飞豹”战机在试飞定型的过程中多次发生险情，主要原因不在于设计，而在于一些小的环节没有给予足够的重视，1991年7月8日，“飞豹”在一次科研试中出现油箱漏油，险些造成机毁人亡，事后查明是飞机一个输油软管脱开造成漏油;1997年6月19日，“飞豹”在超音速试飞中，前座舱盖脱离机体被抛到了九霄云外，又一次险些造成机毁人亡，事后查明原因是工厂的工人在安装座舱盖时将活门螺钉装反了。这些问题不是技术上的难题，只是作业人员的观念所致。
In fact, many projects failed because of too many small imperfections, and sometimes defect is small, but often cause major accidents. Such as the United States space shuttle Challenger accident reason is a small plastic foam quality problems; the United States space 3quickly to the moon but not up, have no choice but to return, just because a section30 yuan small battery, at a cost of hundreds of millions of dollars of the space program and thus defeat. As our country" Flying Leopard" aircraft in flight patterning process repeatedly occurs, the main reason lies not in design, but in some small link has not been given enough attention, July 8, 1991," Flying Leopard" in a research trial of oil tank leakage, nearly caused a catastrophic crash, after identifying aircraft an oil hose from causing oil spills; June 19, 1997," Flying Leopard" in supersonic flight, the front seat cover from the body is left to be flung to the four winds, once nearly caused a catastrophic crash, after identifying reasons was a factory worker in the installation of canopy will valve screw back. These problems are not technical problems, but the concept of workers by.
　　因此，要改善中国制造的质量形象，首先必须革新落后的质量观念，否则再先进的技术也无法从根本上改变我国产品的质量现状。可喜的是，我国一些优秀企业已经通过追求卓越质量和顾客完全满意确立了可持续的竞争优势。希望多数中国企业能够彻底改变做事不求精细、马马虎虎的作风，追求完美、实施零缺陷管理，克服对价格竞争的单纯依赖，以优秀的质量和合理的价格占领国际市场。
Therefore, to improve the Chinese manufacturing quality image, must first reform backward quality idea, otherwise the advanced technology can not fundamentally change our product quality current situation. Fortunately, some of China's outstanding enterprises have passed the quality of the pursuit of excellence and customer satisfaction to establish sustainable competitive advantage. Hope that Chinese enterprises can completely change the majority do not seek fine, careless style, the pursuit of perfection, the implementation of zero defect management, overcome the dependence of price competition, with excellent quality and reasonable price to occupy the international market.