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MBA硕士毕业论文_X公司产品质量优化的研究PDF

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随着中国制造在国际市场的地位日益重要,作为外贸出口产品的生力军,中小型 外贸生产企业一直是我国外贸经济的重要组成部分。但是,很多中小型加工企业 在生产管理和质量管理方面还普遍存在着许多的先天不足之处。尤其是近些年来, 在国家宏观经济调整,人民币升值,国内原材料和人力成本不断飙升,以及进口 国对产品质量标准不断提高的大环境下,这类企业内外交困,面临越来越大的挑 战。 珠三角地区作为改革开放的前沿,中小型私营外贸企业占据出口工业的相当大的 比例。其中很多加工企业是从小作坊,小加工厂逐步转型而来的。这些小微企业 要继续生存和发展,除了维持产品的价格优势,另外一项重中之重的任务是全面 改善产品品质。如何在有限的规模下最大可能地提升整体产品质量是这些企业无 法回避的问题。 本文以MX公司为例,通过使用比较通用且行之有效的管理分析工具,从生产流 程的视角对整个生产过程进行调查和分析,找出企业面临的产品品质瑕疵问题的 根源。并且通过使用消,并,重,简,增(ECRSI)的分析原则, 对现有不合理 的生产流程加以分析,并提出具体优化方案。力求从流程上给产品质量以更好的 保障。同时,在发现质量问题的探索中系统性地挖掘出质量问题发生的根源,提 前消除质量隐患,变事后补救为事前预防。 希望本文能够为面临相似情况的小微型企业在生产流程管理和产品质量改进方 面做出一些有益的借鉴,提供一点参考的价值。 关键词:质量优化, 流程管理, 流程优化 2 LIST OF ABBREVIATIONS ECRSI: Eliminate, Combine, Rearrange, Simplify and Increase 5M1E: Man, Machine, Material, Method, Measure, Environment 5W1H: When, What, Why, Where, Who, How TOC: Theory of Constraints SOP: Standard Operating Procedure AQL: Acceptable Quality Limit RTV: Return To Vendor BPM: Business Process Management BPI: Business Process Improvement IQC: Mr. Incoming Quality Control BOM: Bill of Material 3 TABLE OF CONTENTS ACKNOWLEDGEMENTS..............................I 摘要1 1 Introduction..................13 1.1 Background and significance of research.......................13 1.1.1 Background of research........13 1.1.2 Research objective................14 1.1.3 Research Significance...........14 1.2 Thoughts and methods of research...15 1.2.1 Thoughts of research.............15 1.2.2 Methods of research..............15 2 Related theory and literature review...........17 2.1 Related research on quality optimization and process management.............17 2.1.1 Concept of product quality and production process...........................17 2.1.2 Factors that affect quality......17 2.1.3 Concept of process management.........................18 2.1.4 Significance of production process management for quality optimization....18 2.2 Diagnostic methods and tools for production process....19 2.2.1 “5WHY”analysis...................19 2.2.2 “5W1H” analysis..................20 2.2.3 Process analysis tools............21 2.3 Optimization of production process.23 2.3.1 “ECRSI” process optimization principle.............23 2.3.2 Standard Operating Procedure (SOP)..................24 2.3.3 Business Process Management (BPM)................24 2.3.4 “5M1E” the six elements of product quality improvement................25 3 Case description...........27 3.1 MX Background and development of MX company......27 3.1.1 Background of the company.27 3.1.2 Transformation and development of the company..............................28 3.1.3 The organization chart of MX company..............30 4 3.1.4 Structures of products...........30 3.2 Major events that impacted the company.......................31 3.2.1 Large quantity of return caused by wooden handle problems............32 3.2.2 Huge claim caused by product assembly problems............................38 3.2.3 Customer complaints caused by rusting problems..............................40 3.2.4 Refunds caused by product packaging problems.42 3.3 Summary of the Chapter..................44 4 Case analysis................46 4.1 Design and implementation of the interview..................46 4.1.1 The choice of interviewee.....46 4.1.2 Design of the interview outline............................47 4.1.3 Implementation of the interview..........................47 4.2 Organization and summary of the interview...................47 4.2.1 Organization and summary of wooden handle problems....................48 4.2.2 Organization and summary of assembly and metal processing problems .........................52 4.2.3 Organization and summary of rusting problems..55 4.3 Summary of the causes of quality problems...................57 5 ECRSI analysis and suggestions on optimization of current production processes.60 5.1 Current production flow chart..........60 5.2 ECRSI analysis on current production process...............61 5.2.1 Analysis of wood handle production process.......61 5.2.2 Analysis of metal processing process..................63 5.2.3 Analysis of assembling and packaging process...64 5.3 Suggestions on production process optimization based on ECRSI...............65 5.3.1 Suggestions on wood handle production process optimization..........65 5.3.2 Suggestions on metal processing production process optimization....68 5.3.3 Suggestions on assembling and packaging production process optimization....69 6 Effects of production process optimization72 6.1 Quality improvements and economic benefits brought by production process optimization............72 5 6.1.1 Quality improvements of wooden handles..........72 6.1.2 Quality improvements on metal processing.........73 6.1.3 Quality improvements on assembling and packaging........................74 6.1.4 Economic benefits brought by process optimization..........................76 6.2 Unsolved problems after production process optimization...........................77 6.2.1 Problem high turn-over rate of staff.....................77 6.2.2 Problem of unstable quality from suppliers.........77 6.2.3 Problem of improving overall management skills..............................78 6.3 New problems brought by production process optimization.........................78 6.3.1 The rising of HR costs..........78 6.3.2 The expenses of equipment...78 7 Limitations and future studies.....................80 7.1 Conclusions.......80 7.2 Limitations of the paper...................81 7.3 Future studies....81 REFERENCES...............83 APPENDIX 1.....................86 APPENDIX 2.....................89 6 目录 摘要.I LIST OF ABBREVIATIONS...........................I 1 绪论.............................13 1.1 研究的背景和意义.........................13 1.1.1 研究的背景..........................13 1.1.2 研究的目的..........................14 1.1.3 研究的意义..........................14 1.2 研究思路与方法.............................15 1.2.1 研究思路..............................15 1.2.2 研究方法..............................15 2. 相关理论与文献综述17 2.1 质量优化和流程管理相关研究.....17 2.1.1 产品质量与流程管理的概念.............................17 2.1.2 影响质量的因素..................17 2.1.3 流程管理的概念..................18 2.1.4 生产流程管理对质量优化的意义.....................18 2.2 生产流程诊断方法和工具.............19 2.2.1 “5WHY”分析法...................19 2.2.2 “5W1H” 分析法..................20 2.2.3 流程分析工具......................21 2.3 生产流程的优化.............................23 2.3.1 “ECRSI” 流程优化原则......23 2.3.2 标准作业流程 (SOP)..........23 2.3.3 业务流程管理(BPM)........24 2.3.4 “5M1E” 改善产品质量的六个方面................255 3. 案例描述....................27 3.1 MX公司背景及发展历程..............27 3.1.1 公司的成立背景..................27 3.1.2 公司的转型和发展..............28 7 3.1.3 公司的组织架构..................30 3.1.4 公司产品的主要结构..........30 3.2 重大质量事件带来的挑战.............31 3.2.1 木柄质量问题导致的大宗退货.........................32 3.2.2 产品装配问题导致的巨额赔款.........................38 3.2.3 产品生锈引发的客户投诉..40 3.2.4 产品包装问题导致的退款..42 3.3 本章小结..........44 4 案例分析.....................46 4.1 访谈的设计和实施.........................46 4.1.1 访谈对象的选择..................46 4.1.2 访谈提纲的设计..................47 4.1.3 访谈的实施..........................47 4.2 访谈结果整理与小结.....................47 4.2.1 木柄质量