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摘要
根据我国十三五规划（2016年至2020年），转型升级提升产业核心竞争力是我国
的重要目标，优化产业结构，发展先进制造业，提升工业消费品质量，推进供给侧结构
性改革，促成我国制造业由大变强。机床是制造业“母机”，机床升级是提升产品质量的
关键因素，也是推进供给侧结构性改革重要举措。自2008年至2017年10年期间，全
国总共引进了价值超过4876亿元国外高端金属加工机床。机床的核心零件是主轴，主
轴约占机床货币价值的10%。即市场上拥有高端机床主轴的保有量约为487亿元
高端主轴维修专业性很强，门槛很高，需要配备专业的人员和设备。通常高端机床
用户不会选择自身维修，而是分包给外部专业供应商完成。于是市场上兴起了一批高端
机床主轴维修服务的供应商，有的供应商为某种单一高端机床品牌主轴服务，有的供应
商为多种品牌机床提供主轴维修服务。由于主轴维修服务供应商的能力良莠不齐，服务
质量也是参差不齐，据中国机床工业协会2017年统计的数据，国内的主轴维护服务质
量表现不佳，客户投诉比例很高，高端机床的主轴质量服务投诉比例为25%左右，投诉
后的处理措施多以事后救火为主，没有规范的质量管理系统
F工厂是一家专业的机床主轴维修服务供应商，由于业务快速增长，质量管理面临
着严峻的挑战，作者基于自己在F工厂主轴维修服务质量管理实践。首先，从战术上，
以突出质量问题为导向，作者带领项目团队利用六西格玛项目管理方法，有的放矢，为
关键问题找到有效的解决措施。其次，从战略上，作者利用自己具备的专业技能，根据
ISO9001：2015质量管理体系标准要求，组织F工厂从质量管理七大原则不同角度，驱
动过程改进、建立标准化文件，系统地建立主轴维修服务质量管理体系。最后，作者从
组织文化层面，依据零缺陷理论，通过全员参与过程质量改进，不断优化业务流程，完
善质量管理体系，营造了组织特有的质量改进文化氛围
经过团队共同的努力，六西格玛改进项目的结果预计可以达到预期的目标。维修服
务返修率和非质量成本呈下降趋势，提高了组织质量管理绩效，提升了客户满意度。并
建立主轴维修服务质量管理体系，而且组织在全员参与质量管理改进实践过程中，形成
了F工厂主轴维修服务特有的质量文化
关键词：机床主轴；维修服务；质量管理；过程改进；六西格玛
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Machine Tool Spindle Repair Service Quality Management Improvement
Study in F Factory
Absract
According to China's Thirteenth Five-Year Plan (2016-2020), it is an important goal for
China to upgrade its core competitiveness through restructuring and upgrading .So as to
optimize the industrial structure, develop advanced manufacturing, upgrade the quality of
industrial consumer goods, and promote supply-side structural reforms, China's manufacturing
industry has become stronger. The machine tool is the Manufacturing mother machine. The
upgrade of the machine tool is the key factor to improve the product quality and an important
measure to promote the supply-side structural reform. During the 10-year period from 2008 to
2017, a total of 487.6 billion yuan worth of foreign high-end metalworking machines were
imported nationwide . The core part of the machine is the spindle, the spindle accounts for
about 10% of the machine's monetary value. That is, the market ownership of high-end machine
tool spindles is about 48.7 billion yuan.
High-level spindle maintenance highly specialized, high threshold, you need to be
equipped with professional staff and equipment. Usually high-end machine users will not
choose to repair their own, but subcontracted to external professional suppliers to complete. As
a result, a number of suppliers of high-end machine tool spindle repair services have emerged in
the market. Some suppliers serve the spindle of a single high-end machine tool brand and some
suppliers provide spindle repair services for a variety of brand-name machine tools. The quality
of service is uneven due to the varying strengths of spindle repair service providers.
According to the statistics of China Machine Tool Industry Association in 2017, the
quality of spindle maintenance service in China is poor, and the proportion of customer
complaints is very high. The proportion of spindle complaints of high-end machine tools is
about 25%. Most of the measures are post-fire fighting, There is no standardized quality
management system.
F factory is a professional machine tool spindle repair service provider. Due to the rapid
growth of business, quality management faces severe challenges. The author is based on the
quality management practice of the spindle repair service in F factory. First of all, from the
tactical point of view, For Critical quality issues, the author led the project team to use the Six
Sigma project management methods, targeted, and find effective solutions to key issues.
Secondly, from a strategic point of view, the author took advantage of his own professional
skills to create the Quality Management System follow the requirements of the ISO
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9001:2015 quality management system standard. He organized the F factory to improve the
process, establish standardized documents and systematically establish spindle maintenance
services from different perspectives of the seven principles of quality management. Finally,
based on the theory of zero-defects, the author led the organization use the zero-defect theory
to continuously optimize the business process, improve the quality management system, and
create an organizational-specific quality-improving cultural atmosphere.
Through the team's joint efforts, the results of the Six Sigma improvement project are
expected to achieve the desired goals. The maintenance service repair rate and non-quality
cost are on a downward trend, which improves the organization's quality management
performance and improves customer satisfaction. And establish a spindle maintenance service
quality management system, and in the process of full participation in quality management
improvement practice, the organization formed a quality culture unique to the F factory
spindle repair service.
Key words: Machine Spindle; Repair Service; Quality Management; Process Improvement;
Six Sigma
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目录
摘要 ..... I
Absract ...... II
1绪论 ...... 1
1.1选题背景和研究意义 .... 1
1.1.1选题背景 .. 1
1.1.2研究意义 .. 2
1.2研究的内容和研究的方法 ........ 2
1.2.1研究的内容 .......... 2
1.2.2研究的方法 .......... 3
2理论与研究现状概述 .. 4
2.1质量理论发展概述 ........ 4
2.1.1质量检验阶段 ...... 4
2.1.2统计质量控制阶段 .......... 4
2.1.3全面质量管理阶段 .......... 5
2.1.4 ISO9000系列的发展 ......... 5
2.2主轴维修服务质量管理研究现状概述6
2.2.1机床主轴维修服务 .......... 6
2.2.2主轴维修服务的分类 ...... 6
2.2.3机床主轴维修服务质量管理研究现状 .. 6
2.2.4维修行业质量管理研究现状 ...... 6
2.3主轴维修服务质量管理研究相关理论概述 .... 6
2.3.1ISO9001:2015质量管理体系 ..... 6
2.3.2 六西格玛 .... 8
2.3.3 零缺陷理论8
3F工厂主轴维修服务质量管理问题现状分析 ......... 10
3.1F工厂概况 ....... 10
3.1.1F工厂简介 ......... 10
3.1.2F工厂主轴维修服务简介 ......... 10
3.1.3F工厂的组织架构 ......... 11
3.2F工厂主轴维修服务质量管理现状 ... 12
3.2.1F工厂主轴维修过程质量控制现状 ..... 12。