W公司柳州分公司IATF16949质量管理体系改善研究
研究生姓名：张英
导师姓名：王卫则
学科：工商管理
研究方向：市场营销与运营管理
年级：2020级
摘要
为适应汽车工业国际化和全球协作生产的需要， IATF16949质量管理体系标准应
运而生，国际汽车工作组在 ISO9001的基础上对汽车产业生产零部件与服务件的供应
链、整车厂对于供应商质量管理的要求进行整合，同国际标准化组织联合发布该标
准。作为汽车行业的准入资质，各企业对于建立 IATF16949质量管理体系趋之若鹜，
但各企业的实际情况又不尽相同，从而汽车行业各细分市场企业该体系运行效果也千
差万别。
随着客户和三方审核的增加，我们发现公司质量管理体系还存在诸如：项目量产
初期客户投诉多、质量流程可操作性不强、各部门 FTT绩效数据不达标、变更管理不
符合异常高等问题。这些问题导致质量管理体系运行水平不高，仍有较大的改善空
间。本文以 W公司柳州分公司 IATF16949质量管理体系运行改善为研究对象，通过对
质量管理体系的构成及运行背景、近年来的绩效数据、质量表现、内部员工访谈、内
外部审核问题分布情况进行分析，发现产生上述问题的根本原因主要归于项目质量管
理系统不完善，质量管理体系缺乏自我完善机制， FMEA库和知识管理程序缺失，变
更管理策划不系统等。文章运用 PDCA循环，按照计划、实施、检查、改进的步骤针
对现状问题进行改善。P阶段梳理清楚问题根源，确定改善目标；D阶段从完善先期产
品质量策划程序，建立、实施合理化建议制度，建立、实施知识管理程序与FMEA
库，完善变更管理程序等几个方面实施质量管理体系改善策略； C阶段通过检查一次
下线合格率、客户投诉情况、内外审“不符合”项分布等情况，发现系统完善的
APQP程序能够有效识别客户需求、改善项目开发质量、减少客户投诉，对于质量问题
解决的经验被系统管理、共享、传递后能有效提升良品率，合理化建议制度可以一定
程度上为管理流程改善提供基础环境；完备的变更管理程序可以提升变更管理的水
平，进而提升质量管理体系运行水平。 A阶段对对于遗留设备及备品备件管理的问题
进行分析，提出改善措施，便于进入下一个改善循环。
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本文使用 5Why、4M1E、鱼骨图等质量分析工具对公司的质量管理体系存在的主
要问题进行分析，结合质量管理理论，遵循 IATF16949质量管理体系的相关要求，运
用 PDCA循环对问题进行改善。通过对 W公司柳州分公司 IATF16949质量管理体系运
行改善过程的研究，为以该公司为代表的自主品牌汽车天窗企业在顾客需求识别、经
验的传递和分享、管理流程改善、变更管理改善等方面提供一些思路或参考性意见，
同时对背景相似的 Tier 1企业的质量管理体系改善也有一定的理论参考价值与实践指
导意义。
【关键词】IATF16949；质量管理体系；汽车天窗；PDCA循环
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Research on Improvement of IATF16949 Quality Management
System of W Company Liuzhou Branch
Graduate student:zhangying
Supervisor:wangweize
Major:Business management
Research direction:Marketing and Operations Management
Grate:2020
Abstract
In order to meet the needs of the internationalization and global collaborative production
of the automobile industry, the IATF16949 quality management system standard came into
being. On the basis of ISO9001, the International Automotive Task Force (IATF) and the
International Organization for Standardization (ISO) jointly issued the IATF16949 quality
management system standard after integrating the requirements of the automotive industry's
production parts and service parts supply chain and the OEM's requirements for supplier
management. As the access qualification of the automobile industry, the IATF16949 quality
management system’s establishment is greatly required by various enterprises, but the actual
situation of each enterprise is not the same, thus the operation effect of the system in each
market segment of the automobile industry differs significantly.
With the increase of customer and third-party audits, we found that the company's quality
management system still has problems such as: many customer complaints in the early stage
of project mass production, poor quality process operability, substandard FTT performance
data of each department, and abnormally high change management. . This paper takes the
improvement of the IATF16949 quality management system operation of the Liuzhou branch
of the W company as the research object, and analyzes the composition and operation
background of the quality management system, performance data in recent years, quality
performance, internal employee interviews, and the distribution of internal and external audit
problems. It is found that the root causes of the above problems are mainly due to the
imperfect project quality management system, the lack of self-improvement mechanism of the
quality managementsystem, the lackof FMEA library andknowledge management
procedures, and the unsystematic change management planning. Use the PDCA cycle to
improve the status quo according to the steps of planning, implementation, inspection, and
improvement. Phase P sorts out the root causes of problems and determines improvement
goals; Phase D implements the quality management system from several aspects, such as
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