汽車感知質(zhì)量培訓(xùn)

1、感知質(zhì)量概述 Concept of Perceptual Quality Process Quality 過程質(zhì)量 Supplier Quality 供應(yīng)商質(zhì)量 PD Quality 研發(fā)質(zhì)量 Service Quality 服務(wù)質(zhì)量 Quality System 質(zhì)量體系 Customers Passion 客戶熱忱 Perception Quality 感知質(zhì)量 Coherence Quality 一致性質(zhì)量 Reliability Quality 可靠性質(zhì)量 Quality Plan質(zhì)量規(guī)劃 S&E 安全和環(huán)保 Regulation 強(qiáng)制法規(guī) APQP and Quality GP AP

2、QP與質(zhì)量著陸道 Quality Cost Model 質(zhì)量成本 Product Economy 產(chǎn)品經(jīng)濟(jì)性 MFT SH&E 制造安全健康與環(huán)保 Quality Target Disperse 質(zhì)量目標(biāo)離散度 Standardization Quality 標(biāo)準(zhǔn)化質(zhì)量 CPIP 質(zhì)量持續(xù)改進(jìn) Integrate Four Quality M odules四模塊集成 Styling造型美學(xué) Gaps and Section 間隙與段差 Color顏色系統(tǒng)美學(xué) Service貼心服務(wù) Customer praise 公眾口碑 Social Audit (JD. Pow er)社會(huì)評(píng)價(jià) Brand

3、品牌 Product Praise 產(chǎn)品美譽(yù)度 Brand Praise品牌美譽(yù)度 Good feel of purchase 購買過程的美好體驗(yàn) “Woe” for owning the product 擁有產(chǎn)品的興奮度 Brand faithfulness 品牌忠誠度 Four Quality Mo dules 質(zhì)量四模塊 姚氏汽車質(zhì)量管理“球體斜坡”理論 Yaos Automotive Quality Managem ent “Ball-Slope” Philosophy 感知質(zhì)量管理理論框架 Perceptual Quality Management Principle Frame “

4、Keep the customer at the center of everything!” 以客戶為中心 (Quality Guiding Principles all GM Regions Strategy Board 2008) 感知質(zhì)量 Perceptual Quality 感知質(zhì)量的定義 Perceptual Quality Definition The customers (emotional) experience of vehicle attributes, appropriate to the needs and desires of the market segment

5、客戶（感知上）對(duì)車輛品質(zhì)的體驗(yàn)，其是與特定細(xì)分市場(chǎng)的客戶需求和愿望相適 應(yīng)的。 Delight in features / details / fit & finish 在特征細(xì)節(jié)/縫隙配合上有亮點(diǎn) Thoughtfulness in design 在設(shè)計(jì)上考慮周全 Exemplifies respect for the customer 顧客至上 “This was made for me!” “度身定做” Scope范圍： Perceptual Quality are all product traits noticed by the customers with all their se

6、ns es (see, hear, feel, smell). “感知質(zhì)量”指的是客戶能感知（看，聽，摸，聞）到產(chǎn)品特性 High ”Perceptual Quality” is the result of superior execution in styling, engineering an d assembly with excellent materials. It culminates in a pleasing appearance and favor able first impression. 好的“感知質(zhì)量”是造型設(shè)計(jì)與工程完美結(jié)合，并配以優(yōu)質(zhì)材料的產(chǎn)物。它臻于給客戶以愉悅

7、喜 好的第一印象。 Benefits優(yōu)勢(shì): A product with a high Perceptual Quality will convince the customer that it offers va lue for money. 高品質(zhì)的“感知質(zhì)量”使得客戶有物有所值的滿足。 感知質(zhì)量的定義 Perceptual Quality Definition Bottom line底線: Its about maximizing customer delight not minimizing customer complaints“ “PQ是給客戶最大程度的愉悅，而非將客戶的抱怨最小化

8、” Perceptual Quality is about THINGS GONE RIGHT 感知質(zhì)量是關(guān)注 做的正確的事情 Traditional quality metrics focus on things gone wrong 而傳統(tǒng)的質(zhì)量系統(tǒng)關(guān)注 出問題的事情，如 works doesnt work 功能不工作了 Malfunctions 故障產(chǎn)生了 Its about the quality of the effort not the quantity PQ關(guān)注的是努力的質(zhì)量而不是數(shù)量 Perceptual Quality is a subset of the Product P

9、rofile PQ是整個(gè)產(chǎn)品特性中的一部分 Design, Static Perceptual Quality, Dynamic, Versatility, Safety Perception and Cost of Ownership 設(shè)計(jì)，靜態(tài)感知質(zhì)量，動(dòng)態(tài)感，多功能，安全感及使用成本。 感知質(zhì)量的定義 Perceptual Quality Definition 其涉及以下這些問題 It addresses these questions and comments: The Mazda is a nicer vehicle Mazada 是輛更 好的車 The interior is ch

10、eap and plasticky 內(nèi)飾看起來很便宜，全 是塑料 I LOVE MY C AR! 我愛我車 This is a nice feature. 這個(gè)功能不錯(cuò) I cant store anything in t his car! 這車我啥也放 不進(jìn)去 I feel at home in my car! 在車?yán)锞拖裨诩乙?樣 They thought thr u my needs whe n they designed this 這車設(shè)計(jì)時(shí)考慮到 我的需求了 I bought this one because it has th ings that the oth er didnt.

11、 這車有其他車所沒 的，所以我買了它 My car seemed t o be much better built when comp ared to the Coba lt. 和那藍(lán)的相比我的 車好多了 Its an extension of m e! 這車是我的一部分 感知質(zhì)量 Perceptual Quality Objective 客觀的 Rational 合理的 Metrics 確定的 Absolute 絕對(duì)的 There or not there 在或不在 Assembled correctly or not 裝對(duì)了或錯(cuò)了 Works or doesnt work 工作或故障 Su

12、bjective 主觀 Emotional 情感上的 Opinion/Intuition直覺的 Relative 相對(duì)的 Works well 運(yùn)行不錯(cuò) Feels good 感覺不錯(cuò) Looks nice 看上去不錯(cuò) Smells nice 聞上去不錯(cuò) Sounds good 聽著不錯(cuò) Awesome, Wow.真棒 Build Quality 制造質(zhì)量 Math Quality 設(shè)計(jì)質(zhì)量 Perceptual Quality 感知質(zhì)量 Emotional Quality 情感質(zhì)量 總體質(zhì)量觀 Total Quality Perspective Color顏色 Grain皮紋 Gloss光澤

13、 Sound/Touch 聲音聲音 觸覺觸覺 Integration一體集成 Precision精細(xì)化 Seat Tailoring座椅縫制做工 Secondary Surfaces 次要表面 Surprise and Delight 驚訝和愉悅 Solid 結(jié)實(shí)的 Edges邊角 Space空間感 Meeting Lifestyle 滿足生活方式要求 Trunk 后備箱 感知質(zhì)量 Perceptual Quality WIN 致勝 Material 材料 Features Delighters 特征 Execution 執(zhí)行 Interior 內(nèi)飾 10 sec 頭10秒10 min 頭10

14、分鐘10 wk. 10 mos. Exposure time to the vehicle: 顧客開始看車的時(shí)間 北美客戶的感知質(zhì)量vs時(shí)間表 U.S. Consumer Quality Perception vs. Time Perceptual Quality is no longer a mystery PQ早已不再是神秘的。 Our understanding of customer expectations is better than ever 我們對(duì)客戶的了解遠(yuǎn)勝于前。 Our understanding of the competition is much better tha

15、n it has been re cently 我們對(duì)競(jìng)爭(zhēng)對(duì)手的了解也比以前多了。 Our teams are communicating like never before on enabling HIGH PQ s olutions 我們的團(tuán)隊(duì)比以往更了解溝通如何實(shí)施優(yōu)質(zhì)PQ的方案。 We Are Making Progress! 我們?cè)诓粩噙M(jìn)步 感知質(zhì)量評(píng)估 Assessment of Perceptual Quality SPQ Brazil Brazil Germany 全球感知質(zhì)量評(píng)估 Global PQ Assessment Major change: Split of Dyna

16、mic Spider in Driving Performance and Comfort/Conve nience Design PQ 設(shè)計(jì)感知 Static PQ 靜態(tài)感知 Driving Performance 操控性能 Comfort/Convenience 舒適/便利 Versatility 多功能性 Safety Perception 安全 Cost of Ownership 擁有成本 Level 0 *) PP Target Completion VP I PP Target Compliance V TC 0級(jí)定義 Level 0 Definitions Design - th

17、e emotional connection to the styling of the vehicle 設(shè)計(jì)情感和汽車風(fēng)格的結(jié)合 Static Perceptual Quality- the quality a discriminating customer wo uld experience in showroom or at an auto show 靜態(tài)感知質(zhì)量一個(gè)挑剔的客戶在展演室或車展上對(duì)車輛的體驗(yàn)。 0級(jí)定義 Level 0 Definitions 設(shè)計(jì) Design 5. Creative Storage 巧妙設(shè)計(jì)的儲(chǔ)存空間 6. Interior內(nèi)飾 Material Qua

18、lity 材料質(zhì)量 3. Exterior 外飾 Customization 客戶度身定制 Overall 整體設(shè)計(jì) 9. Interior內(nèi)飾 E-Technology電子-技術(shù) 8. Interior 內(nèi)飾 Customization 客戶度身定制 4. Exterior 外飾 Jewel Effects 豪華風(fēng)格 7. Interior 內(nèi)飾 Jewel Effects 豪華風(fēng)格 2. Exterior外飾 E-Technology 電子-技術(shù) 靜態(tài)感知質(zhì)量 Static Perceptual Quality 整體 內(nèi)飾目視質(zhì)量成果 外飾目視質(zhì)量成果 內(nèi)飾操作件的質(zhì)量成果 外飾操作件的質(zhì)

19、量成果 發(fā)動(dòng)機(jī)倉布局成果 后備箱的成果內(nèi)表面的成果 靜態(tài)感知質(zhì)量目標(biāo)設(shè)定 Static Perceptual Quality Target Setting 評(píng)分標(biāo)準(zhǔn) Score Standard 感知質(zhì)量流程 Perceptual Quality Process 感知質(zhì)量流程 Perceptual Quality Process BenchmarkingTarget SettingEvaluationIssue TrackingIssue Escalation 標(biāo)桿選擇目標(biāo)設(shè)定評(píng)估問題追蹤問題升級(jí) Plan計(jì)劃計(jì)劃Create制訂制訂Execute執(zhí)行執(zhí)行 感知質(zhì)量流程 Perceptual

20、Quality Process MV PQ Team Assessments Bill of Competitiveness競(jìng)爭(zhēng)點(diǎn)清單 Features, Delighters, Materials特點(diǎn)，亮點(diǎn)，材料 VPIDSOCSOVDRIntegDSI PQ Team Assessments小組評(píng)估 Assessments評(píng)估 Escalation Process問題升級(jí)流程 Best Practices 最優(yōu)方法 PQ Requirements PQ要求 Program Definition 項(xiàng)目定義 Feedback反饋 定義內(nèi)容Content Defined Health Check

21、 Reviews Agree to resolve PQ Issues List - - PQPR (Leadership Team) PQ Group Assessment Program Team Track via PRTS Disagree Agree to a deviation Agree to Resolve DTS Competitive Intelligence PQ Reviews DQ&V Models MFD Gate Events Agree not to resolve Chief Engineer Global Leader One Design Exec Dir

22、 Disagree Report Out Virtual and Physical Reviews 虛擬與現(xiàn)實(shí)的評(píng)估 設(shè)定目標(biāo)Set Targets CN100 N109 PP Target Setti ng Workshop 感知質(zhì)量流程的實(shí)施 Execution of Perceptual Quality Process DSI -172 VPI -144 SORP 0 PFI -184 CSO -108 PP Benchmark Feed Design Concept Sheets DMUSeating BuckMule BuildIV Build PP Level 1 Target S

23、etting Drv. Prf./C&C / Vers PP Detailed Level Target Setting(/Bre akdown Drv. Perf./C&C/Vers PP Assessments - Verify and Confirm Targets Driving Performance, Comfort & Convenience, Versatility PP Assessments - Verify and Confirm Targets Design PQ, Static PQ, Desk/Perf. Assessments - Verify and Confi

24、rm Targets Safety Perception, Cost of Ownership Lead: Validation Design Integration VSSM/Safety PP Level 1 Target Setting Static PQ PP Level 1 Target Setting Safety P./CoO PP Level 1 Target Settin g Design PQ Technical Input to be provided by Functio nal Area Experts Supported by Validation DBOM DBO

25、M BOM BOM 最佳實(shí)踐與競(jìng)爭(zhēng)力分析 Best Practices & Competitive Analysis 輪胎到車身輪罩距離 Tire to Body openings Not Recommended 不推薦 Recommended 推薦 The side view distance between the tire and the edge of the wheel opening need s to be as small as possible.從側(cè)面觀察，輪胎到車身輪罩的距離越小越好。 Program Specific Design Objectives 項(xiàng)目具體設(shè)計(jì)目標(biāo) Wiring, Hoses, and Tubing 配線，軟管，管道系統(tǒng)的布局 Not Recommended 不推薦 Recommended 推薦 Rev: 3/02 發(fā)動(dòng)機(jī)倉系統(tǒng) Under hood Systems 后行李箱 Compartment VW Touareg Rear大眾途歡 裝飾條連接處齊平而無縫 Garnish Molding joints are flush and seamless Toyota RAV4豐田RAV4 Not Recommended 不推薦 Rec