I 摘要 本文研究的对象是A公司黑白印字器产品。目前，虽然A公司产品有一定的市场 影响力，每年产品的市场订单逐年递增，但是近年来公司在生产过程中检查出的质量 问题越来越多，同时市场上投诉的质量问题数量也越来越多，产品质量呈现下降的趋 势，影响了客户的满意度；所以A公司要想长期赢得市场的认可，后续还想赢得更多 的客户订单，就必须要提高公司产品质量。要想提高产品质量，就必须要对A公司的 产品进行质量分析与改善。 为了提高A公司的产品质量，本文挑选的代表性产品为黑白印字器，即针对黑白 印字器产品的主要质量问题来进行质量分析和改善。通过柏拉图统计分析得出黑白印 字器存在两个主要质量问题：下胶片浮起漏粉不良和标签打印不良。 针对黑白印字器这两个主要质量问题，利用质量管理工具鱼骨图分别从人员、方 法、设备、材料、以及其它方面进行全方位的原因分析；再通过访谈法、现场调查法、 评价试验法对前面分析的原因进行一一调查分析确认，得出导致主要质量问题的各方 面原因；再对这些原因提出相应的改善对策。即针对下胶片浮起漏粉不良的改善对策： 在人员方面，修改新人培训教育流程，完善人员培训内容、考核方式以及上岗跟踪， 然后完善细化作业员离位规则；在设备方面，追加下胶片自动按压设备；在材料方面， 追加来料部品框架下胶片贴付面的脱脂；在方法方面，作业指示文书上追加本工位作 业员的特殊要求或者特别注意事项，对培训后的作业员追加试卷考核的确认方法。针 对于标签打印不良的改善对策：在人员方面，完善标签教育流程以及培训确认细节， 追加作业员对字母与数字区分不清楚的培训内容；在设备方面，对打印设备容易出现 问题的地方追加定期检查，纳入日常的点检表中进行点检；在方法方面，修改相关文 书，将对标签有检查遗漏的位置纳入文书中追加检查确认；在其它方面，修改条码流 水号起止号管理一览表，防止使作业员选错标签打印模板。 以上对A公司黑白印字器产品的主要质量问题检讨出一系列的改善对策之后，经 过对策的彻底实施，逐步消除了黑白印字器的主要质量问题，使黑白印字器产品主要 质量问题下胶片浮起漏粉不良和标签打印不良不再发生，从而提高了产品质量。 关键词：质量分析；质量改善；鱼骨图 Abstract II Abstract TheobjectofthispaperiscompanyA'sblackandwhiteprinterproducts.Atpresent, althoughtheproductsofCompanyAhasacertainmarketinfluence,themarketordersof productsareincreasingyearbyyear,inrecentyears,thecompanyhasdetectedmoreand morequalityproblemsintheprocessofproduction.Atthesametime,thenumberof qualityproblemscomplainedinthemarketisalsoincreasing,theproductqualityshowsa downwardtrend,affectingcustomersatisfaction;Therefore,ifCompanyAwantstowin therecognitionofthemarketforalongtimeandwantstowinmorecustomerorderslater, itmustimprovetheproductqualityofthecompany.Inordertoimprovetheproductquality, itisnecessarytoanalyzeandimprovethequalityoftheproductsofCompanyA. InordertoimprovetheproductqualityofCompanyA,therepresentativeproduct selectedinthispaperistheblack-and-whiteprinter,thatistoimproveandanalyzethe mainqualityproblemsoftheblack-and-whiteprinter.Throughthestatisticalanalysisof Paretodiagram,itisconcludedtwomainqualityproblemsofblack-and-whiteprinter:poor floatingpowderleakageoflowerfilmandpoorlabelprinting. Inviewofthetwomainqualityproblemsoftheblack-and-whiteprinter,thefishbone diagramofthequalitymanagementtoolisusedtoanalyzethereasonsfromtheaspectof personnel,method,equipment,materialandotheraspectsrespectively.Thenthrough interview,fieldinvestigationandevaluationtest,thecausesofthepreviousanalysisare investigated,analyzedandconfirmedonebyone,andthecausesofthemainquality problemsareobtained;thenthecorrespondingimprovementmeasuresareputforwardfor thesereasons.Thatistosay,theimprovementmeasuresforthepoorfloatingandpowder leakageofthelowerfilm:intermsofpersonnel,modifythetrainingandeducationprocess fornewemployees,improvethetrainingcontent,assessmentmethodandposttrackingof personnel,andthenimproveandrefinetherulesfortheremovalofoperators;intermsof equipment,addtheautomaticpressingequipmentforthelowerfilm;intermsofmaterials, addthedegreasingofthefilmstickingsurfaceundertheframeworkoftheincomingparts; intermsofmethods,thespecialrequirementsorspecialprecautionsoftheoperatoratthe stationareaddedtotheoperationinstruction,andtheconfirmationmethodofthe examinationpaperisaddedtothetrainedoperator.Improvementmeasuresforpoorlabel printing:intermsofpersonnel,improvelabeleducationprocessandtrainingconfirmation details,andaddtrainingcontentsthatoperatorsdonotclearlydistinguishbetweenletters andnumbers;intermsofequipment,addregularinspectiontoplaceswhereprinting Abstract III equipmentispronetoproblems,andincludethemindailyspotinspectiontableforspot inspection;intermsofmethods,modifyrelevantdocuments,andthemissingpositionof thelabelshallbeincludedinthedocumentforadditionalinspectionandconfirmation;in otheraspects,thebarcodeserialnumberstartingandendingnumbermanagementlistshall bemodifiedtopreventtheoperatorfromselectingthewronglabelprintingtemplate. Theabovereviewsaseriesofimprovementcountermeasurestothemainquality problemsoftheblackandwhiteprinterproductsofcompanyA,andthenafterthe thoroughimplementationofthecountermeasures,themainqualityproblemsoftheblack andwhiteprinteraregraduallyeliminated.Underthemainqualityproblemsofblackand whiteprinterproducts,thefilmfloatingpowderleakageandlabelprintingproblemsdonot occuragain,thehiddentroubleofqualityiseliminated,andtheproductqualityis guaranteed. Keywords:qualityanalysis；qualityimprovement；fishbonediagram 目录 IV 目录 摘要....................................................................................................................................I 目录..................................................................................................................................IV 第1章绪论........................................................................................................................1 1.1研究背景及研究目的.............................................................................................1 1.1.1研究背景......................................................................................................1 1.1.2研究目的......................................................................................................2 1.2研究方法及研究意义.............................................................................................2 1.2.1研究方法......................................................................................................2 1.2.2研究意义......................................................................................................3 1.3质量管理国内外研究现状.....................................................................................3 1.3.1国外研究现状..............................................................................................4 1.3.2国内研究现状..............................................................................................4 1.4研究内容及技术路线图..........................................................................................5 第2章质量管理相关理论..................................................................................................8 2.1质量管理概述.........................................................................................................8 2.1.1质量的定义..................................................................................................8 2.1.2质量管理理论..............................................................................................8 2.1.3全面质量管理..............................................................................................9 2.2质量管理常用工具方法..........................................................................................9 2.2.1检查表........................................................................................................10 2.2.2层别法........................................................................................................10 2.2.3鱼骨图分析法............................................................................................11 2.2.4柏拉图........................................................................................................13 第3章A公司概况及黑白印字器主要质量问题.............................................................15 3.1A公司概况及产品简介......