服装出口是中国外贸出口中的传统行业，也最早参与国际竞争的行业。 “中国制造” 的服装已经是物美价廉的代名词，然而由于近两年国内生产成本的急剧上升，同时国外 消费者要求更高品质更超值的产品，对于国内的服装供应商来说是机遇也是挑战，如何 降低成本又要保持高质量的产品对于外贸进口商和国内供应商来说是非常重要。以美国 市场为例，过去十年大部分的美国零售连锁百货公司和大型品牌商已在在中国设立其采 购和质检中心。受到美国本土的法律法规质量安全的要求，这部分的进口商对供应商有 着十分接近的质量管理流程和要求。因此，完善内部质量管理系统和对供应商有效的质 量管理流程和体系对于减少质量成本提高竞优势十分关键。 本文以具有行业代表性的 TGT 美国连锁百货公司为背景案例，针对其服装产品近 年的检验一次用过率下降，消费者投诉率增多的问题。 通过运用六西格码质量管理理 论以及鱼骨图、柏拉图，因果矩阵等质量管理的分析工具，同时还采用了调研访谈、头 脑风暴的方法致力于找出对公司质量管理体系和产品质量产生影响的因素。 经过数据 的采集分析找出了影响服装客人投诉的主要因素车缝问题，接着又把车缝问题进行了进 一步的因果图分析，发现引起车缝问题的因素是新员工缺乏足够的培训和指导。同时， 我们也考虑到质量问题有着它的复杂性和问题的关联性，因此结合了相关的质量管理、 供应商管理、人力资源管理理论知识，从 T 公司内部质管理和外部供应商质量管理两个 维度分析，并根据问题机理找出相关的改进方法。T 公司的内部管理提升就从公司内部 组织架构、质量管理流程、考核激励机制提出方案；对外部供应商的质量管理就从车缝 工序、生产质量的监控以及检验检测方面提出改进方法。 经过一个季度的改良方案实施，T 公司的尾期一次检验通过率从 94.3%提升到 99.5%。 客人投诉率也到达了<7.8unit/100K 的公司目标。同时也提出了一系列持续改善 和监控的方案保证整个管理体系的持续保障。 关键词，质量管理；供应商管理；流程控制；持续改进II Abstract Garment export is a traditional industry in China’s foreign trade and it is also one of first industry to participate in international competition. In 2017, the cumulative export volume of textiles and clothing reached 268.6 billion US dollar, of which US imported more than 40 billion US dollars from China. “Made in China” clothing means quality and good price. However, due to recent years for the increase in cost of production in China, meanwhile the foreign consumers are demanding higher quality and more value products. It’s great challenge with opportunities for domestic clothing supplier. How to reduce costs and maintain a high quality product is critical for both importr of foreign train and domestic supplier. Take US market as an example. Over the past decade, most US retail chain department stores and major brands have set up their purchasing an quality inspection center in China. Quality safety is required by local laws and regulations of the United States, and importers of this part have very close quality management procedures and requirements for supplier. Therefore, improving the internal quality management system and effective quality management process and system for supplier is critical to reduce quality cost and improve competitive advance. In this paper, with industry representative in US department stores - T company case, combine with related quality management, supplier management, human resource management theory knowledge, through the analysis on its internal and supplier quality management system and root cause of existing problem. Propose a series of optimization and strategies which covering internal organization structure, company quality management process, equity incentive and external assessment of supplier selection, quality process oversight and continuous improvement. It is hoped that it can provide reference for the quality management of other foreign trade purchasing enterprises and suppliers of the same type in China. Key Words:Quality Management; Supplier Management; Improvement Strategy; Continuous Improvement.III 目 录 摘要.........................................................................................................................................I Abstract ......................................................................................................................................II 图表清单...................................................................................................................................V 第一章 绪论..............................................................................................................................1 1.1 研究背景与意义 ............................................................................................................. 1 1.1.1 研究背景................................................................................................................... 1 1.1.2 研究意义................................................................................................................... 2 1.2 国内外质量管理的发展历程 ......................................................................................... 3 1.2.1 国外质量管理的发展与趋势................................................................................... 3 1.2.2 国内质量管理的发展与趋势................................................................................... 5 1.2.3 质量管理在服装中的应用....................................................................................... 7 1.3 研究目标和方法 ............................................................................................................. 7 1.3.1 研究目标................................................................................................................... 7 1.3.2 研究方法................................................................................................................... 7 1.3.3 研究内容................................................................................................................... 8 1.3.4 论文框架................................................................................................................... 8 第二章 T 公司服装质量管理现状和问题分析 ....................................................................10 2.1 T 公司的概况 ................................................................................................................. 10 2.1.1 T 公司发展历程 ...................................................................................................... 10 2.1.2 T 公司的质量管理流程 .......................................................................................... 10 2.1.3 T 公司质量方针和目标 .......................................................................................... 11 2.2 T 公司质量管理现存问题 ............................................................................................. 11 2.2.1 客户投诉的质量问题............................................................................................. 13 2.2.2 目前生产存在质量问题......................................................................................... 15 2.3 质量问题的分析 ........................................................................................................... 17 2.3.1 生产因素的分析..................................................................................................... 17 2.3.2 关键影响因素的分析............................................................................................. 19 2.3.3 外部供应商管理问题因素，................................................................................. 20IV 2.3.4 T 公司内部质量管理因素， .................................................................................. 22 2.4 本章小结 ....................................................................................................................... 25 第三章 T 公司质量管理改进策略和和实施 ........................................................................26 3.1 外部供应商质量管理的改进措施 ............................................................................... 26 3.1.1 针对车缝环节的改进............................................................................................. 26 3.1.2 加强供应商生产过程的质量控制和监督............................................................. 28 3.1.3 完善产品安全法规要求和测试流程..................................................................... 31 3.1.4 运用有效的产品质量抽样检验和方法流程......................................................... 33 3.2 T 公司内部管理的改进措施 ......................................................................................... 35 3.2.1 优化公司质量部门组织架构和提升职能............................................................. 35 3.2.2 完善标准化的质量控制流程................................................................................. 36 3.2.3 优化考核与激励机制............................................................................................. 39 3.2.4 加强团队专业技术和能力的培养......................................................................... 40 3.2.5 优化质量数据分析工具和平台............................................................................. 41 3.2.6 对供应商进行分类管理......................................................................................... 42 3.3 本章小结........................................................................................................................ 45 第四章 T 公司质量管理效果评估和持续改进 ....................................................................46 4.1 绩效评估和预期的效果 ............................................................................................... 46 4.2 公司质量管理持续改进的建议 ................................................................................... 49 4.3 本章小结 ........................................................................................................................ 51 结 论........................................................................................................................................52