Quality is the key to social wealth.

Quality is also a strategic issue of economic development: improving the quality management level.

Quality concept

1. 1. 1 quality concept

1, the degree to which a set of inherent characteristics meet the requirements (ISO 9000: 2000 standard)

(1) characteristics refer to distinguishing characteristics, such as the characteristics of things (such as mechanical properties), sensory characteristics (such as smell, noise, color) and functional characteristics (such as the top speed of cars).

① Characteristics: Inherent characteristics and endowed characteristics.

Inherent characteristics: the inherent characteristics of things, especially the permanent characteristics, such as the diameter of bolts, the weight of objects, the productivity of machines, etc.

(3) Attribution of features: not inherent in the thing itself, but features added to the product due to different needs after the product is completed, such as product price, delivery time, mode of transportation, warranty time, etc.

④ Inherent characteristics and endowed characteristics are relative: for example, delivery time and mode of transportation belong to endowed characteristics for hardware products, but they belong to inherent characteristics for transportation services.

? (2) What are the requirements? Explicit, usually implied or necessary needs or expectations? .

? ①? Explicit? It can be understood as a specified requirement. Such as the requirements specified in documents (contracts, standards, laws and regulations) or the requirements explicitly put forward by customers.

②? Usually implies? Refers to the practices or general practices of organizations, customers and other interested parties, and the needs or expectations considered are self-evident. For example, cosmetics protect customers' skin. Generally speaking, such requirements will not be clearly stipulated in the documents (such as standards) of customers or interested parties, and the organization should identify and stipulate according to the uses and characteristics of its products.

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③? Must be fulfilled? Refers to the requirements of laws, regulations or mandatory standards. For example, food hygiene and safety law, safety requirements for electronic and related equipment? And so on, organizations must implement such standards in the process of product realization.

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④ Requirements can be put forward by different interested parties, and different interested parties may have different requirements for the same product. For example, for cars, customers demand beauty, comfort, portability and fuel economy, but society demands not to pollute the environment. When determining product requirements, the organization should consider the requirements of customers and interested parties.

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The connotation of quality consists of a set of inherent characteristics, which are characterized by the ability to meet the requirements of customers and other interested parties. So we say that quality has the characteristics of economy, generality, timeliness, relativity and satisfaction.

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(1) Economy of quality: Cheap and good quality are actually the embodiment of people's value orientation and value for money, that is to say, quality is economical. Despite the concern of customers and organizations

The quality is different, but the consideration of economy is the same.

? ② Generality of quality: Quality refers not only to the quality of products, but also to the quality of processes and systems, involving many aspects: products, services, individuals, processes, work and so on.

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(3) Timeliness of quality: Because the requirements and expectations of customers and other interested parties on the organization, products, processes and systems are constantly changing, for example, products that were originally considered by customers to be of good quality will no longer be welcomed by customers due to the improvement of customer requirements. Therefore, the organization should constantly adjust the quality requirements.

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④ Relevance of quality: customers of the organization and other interested parties may have different requirements for the functions of the same product; It is also possible to put forward different requirements for the same function of the same product; Different demands have different quality requirements. Only products that meet the demand will be considered as high-quality products.

? ⑤ Quality satisfaction: Quality refers to the ability of products (services) to meet customers' expectations. Therefore, those products that truly meet the requirements of consumers and satisfy consumers are considered as good products and good quality.

? Products (services) that are truly inexpensive (cost-effective) and meet the needs of consumers are good quality!

Concepts related to quality

2. Concepts related to quality

(1) An organization refers to a group of people and facilities whose responsibilities, authorities and relationships are arranged. Such as companies, groups

(2) Process: A set of interrelated or interactive activities that transform input into output.

The process includes three elements: input, activity and output, and resources are the necessary conditions of the process. In order to add value, organizations usually plan processes and make them run under controlled conditions.

There is a certain relationship between process and process.

Product: the result of the process.

Classification of traditional marketing products:

According to the product tangible and durability classification:

Durable goods, non-durable goods and services

Classification by product use:

Consumption data and production data

Classification of online marketing products:

Digital products, non-digital products

A. Hardware

Hardware is usually a tangible product, which can be quantitatively calculated separately. Such as TV, cars and pens.

B. Software

Software consists of information.

Software is usually invisible, embodied in certain bearing media (such as paper, CD-ROM, cyberspace), and can exist in the form of methods, papers or programs.

A computer program is a form of software.

C. process materials

Process materials are usually tangible products, which are generally produced continuously.

The state can be liquid (such as tap water), gas (such as pipeline gas), particle (such as rice), line (such as wire and cable), block (such as ore) and plate (such as steel).

Characteristics of process materials:

Basic forms of process materials: solid, liquid and gas. Under certain conditions (such as temperature, pressure and time), the three forms can be transformed into each other.

Usually tangible products, but many process materials (

It is a gaseous, liquid and granular solid at room temperature) and its shape is uncertain and random, depending on its storage, container and packaging and stacking place (bulk solid).

The process substance has the unity of the whole, and any tiny unit or unit in the whole is still the same substance after the whole is divided, and its properties remain unchanged.

Process materials have natural continuity, which cannot be counted and can only be measured.

The process of product formation is generally continuous, and it is generally impossible or difficult to stop production before a batch of materials is completed. Once the product is unqualified, it is difficult to correct (rework, repair).

D. Services

Service is usually invisible, it is the result of at least one activity, which needs to be completed on the interface between suppliers and customers.

The provision of services may involve:

1) Activities completed on tangible products provided by customers, such as goods storage, goods handling and automobile maintenance.

2) Activities completed on intangible products provided by customers, such as lawyer's defense, project consultation, scheme design, etc.

3) Deliver intangible products, such as skills training.

Many products contain two or more of the above four categories of products, and which category of products belongs to depends on its dominant components.

Cars, for example, are generally regarded as hardware, although they also include process materials (such as fuel, coolant, tap water), software (engine control software, automobile instructions) and services (such as after-sales service); Although catering service includes hardware (such as dishes) and software (such as customer ordering information), its leading component is still various services provided by waiters.