汽車感知質(zhì)量培訓(xùn)PerceptualQualityOverview

1、感知質(zhì)量概述ConceptofPerceptualQuality,ProcessQuality過程質(zhì)量,SupplierQuality供應(yīng)商質(zhì)量,PDQuality研發(fā)質(zhì)量,ServiceQuality服務(wù)質(zhì)量,QualitySystem質(zhì)量體系,CustomersPassion客戶熱忱,PerceptionQuality感知質(zhì)量,CoherenceQuality一致性質(zhì)量,ReliabilityQuality可靠性質(zhì)量,QualityPlan質(zhì)量規(guī)劃S&E安全和環(huán)保Regulation強制法規(guī)APQPandQualityGPAPQP與質(zhì)量著陸道QualityCostModel質(zhì)量成本Prod

2、uctEconomy產(chǎn)品經(jīng)濟性MFTSH&E制造安全健康與環(huán)保,QualityTargetDisperse質(zhì)量目標(biāo)離散度StandardizationQuality標(biāo)準(zhǔn)化質(zhì)量CPIP質(zhì)量持續(xù)改進IntegrateFourQualityModules四模塊集成,Styling造型美學(xué)GapsandSection間隙與段差Color顏色系統(tǒng)美學(xué)Service貼心服務(wù)Customerpraise公眾口碑SocialAudit(JD.Power)社會評價,Brand品牌ProductPraise產(chǎn)品美譽度BrandPraise品牌美譽度Goodfeelofpurchase購買過程的美好體驗“Woe”f

3、orowningtheproduct擁有產(chǎn)品的興奮度Brandfaithfulness品牌忠誠度,FourQualityModules質(zhì)量四模塊,姚氏汽車質(zhì)量管理“球體斜坡”理論YaosAutomotiveQualityManagement“Ball-Slope”Philosophy,感知質(zhì)量管理理論框架PerceptualQualityManagementPrincipleFrame,Keepthecustomeratthecenterofeverything!”以客戶為中心(QualityGuidingPrinciplesallGMRegionsStrategyBoard2008),Des

4、ignPerceptualQuality設(shè)計感知StaticPerceptualQuality靜態(tài)感知DrivingPerformance操控性能Comfort/Convenience舒服/便利Versatility多功能SafetyPerception安全CostofOwnership擁有成本,感知質(zhì)量PerceptualQuality,感知質(zhì)量的定義PerceptualQualityDefinition,Thecustomers(emotional)experienceofvehicleattributes,appropriatetotheneedsanddesiresofthemarke

5、tsegment客戶（感知上）對車輛品質(zhì)的體驗，其是與特定細(xì)分市場的客戶需求和愿望相適應(yīng)的。Delightinfeatures/details/fit&finish在特征細(xì)節(jié)/縫隙配合上有亮點Thoughtfulnessindesign在設(shè)計上考慮周全Exemplifiesrespectforthecustomer顧客至上“Thiswasmadeforme!”“度身定做”,Scope范圍：PerceptualQualityareallproducttraitsnoticedbythecustomerswithalltheirsenses(see,hear,feel,smell).“感知質(zhì)量”指

6、的是客戶能感知（看，聽，摸，聞）到產(chǎn)品特性High”PerceptualQuality”istheresultofsuperiorexecutioninstyling,engineeringandassemblywithexcellentmaterials.Itculminatesinapleasingappearanceandfavorablefirstimpression.好的“感知質(zhì)量”是造型設(shè)計與工程完美結(jié)合，并配以優(yōu)質(zhì)材料的產(chǎn)物。它臻于給客戶以愉悅喜好的第一印象。,Benefits優(yōu)勢:AproductwithahighPerceptualQualitywillconvincethe

7、customerthatitoffersvalueformoney.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PerceptualQualityDefinition,Bottomline底線:Itsaboutmaximizingcustomerdelightnotminimizingcustomercomplaints“PQ是給客戶最大程度的愉悅，而非將客戶的抱怨最小化”,PerceptualQualityisaboutTHINGSGONERIGHT感知質(zhì)量是關(guān)注做的正確的事情Traditionalqualitymetricsfocusonthingsgonewrong而傳

8、統(tǒng)的質(zhì)量系統(tǒng)關(guān)注出問題的事情，如worksdoesntwork功能不工作了Malfunctions故障產(chǎn)生了ItsaboutthequalityoftheeffortnotthequantityPQ關(guān)注的是努力的質(zhì)量而不是數(shù)量PerceptualQualityisasubsetoftheProductProfilePQ是整個產(chǎn)品特性中的一部分Design,StaticPerceptualQuality,Dynamic,Versatility,SafetyPerceptionandCostofOwnership設(shè)計，靜態(tài)感知質(zhì)量，動態(tài)感，多功能，安全感及使用成本。,感知質(zhì)量的定義Perceptu

9、alQualityDefinition,Itaddressesthesequestionsandcomments:其涉及以下這些問題,TheMazdaisanicervehicleMazada是輛更好的車,Theinteriorischeapandplasticky內(nèi)飾看起來很便宜，全是塑料,ILOVEMYCAR!我愛我車,Thisisanicefeature.這個功能不錯,Icantstoreanythinginthiscar!這車我啥也放不進去,Ifeelathomeinmycar!在車?yán)锞拖裨诩乙粯?Theythoughtthrumyneedswhentheydesignedthis這車

10、設(shè)計時考慮到我的需求了,Iboughtthisonebecauseithasthingsthattheotherdidnt.這車有其他車所沒的，所以我買了它,MycarseemedtobemuchbetterbuiltwhencomparedtotheCobalt.和那藍(lán)的相比我的車好多了,Itsanextensionofme!這車是我的一部分,感知質(zhì)量PerceptualQuality,WhydidyoubuyyourfirstMagFlashlight?你為啥會傾向于買第一個手電？,“ThatsPerceptualQuality”這就是PQ,Itlookedlikeprecision&it

11、feltnice“GottaHaveOne!”,Youjustlikedthewayitlooked!那是因為它看上去不錯！,Objective客觀的Rational合理的Metrics確定的Absolute絕對的Thereornotthere在或不在Assembledcorrectlyornot裝對了或錯了Worksordoesntwork工作或故障,Subjective主觀Emotional情感上的Opinion/Intuition直覺的Relative相對的Workswell運行不錯Feelsgood感覺不錯Looksnice看上去不錯Smellsnice聞上去不錯Soundsgood聽

12、著不錯Awesome,Wow.真棒,Hard理性,Soft感性,BuildQuality制造質(zhì)量MathQuality設(shè)計質(zhì)量,PerceptualQuality感知質(zhì)量EmotionalQuality情感質(zhì)量,總體質(zhì)量觀TotalQualityPerspective,Color顏色,Grain皮紋,Gloss光澤,Sound/Touch聲音觸覺,Integration一體集成,Precision精細(xì)化,SeatTailoring座椅縫制做工,SecondarySurfaces次要表面,SurpriseandDelight驚訝和愉悅,Solid結(jié)實的,Edges邊角,Space空間感,Meet

13、ingLifestyle滿足生活方式要求,Trunk后備箱,感知質(zhì)量PerceptualQuality,WIN致勝,Material材料,FeaturesDelighters特征,Execution執(zhí)行,PerceptualQuality感知質(zhì)量,HardQuality硬性質(zhì)量,Exterior外飾,ImportanceofQualityPerceptionPQ對客戶的重要程度,Interior內(nèi)飾,Exposuretimetothevehicle:顧客開始看車的時間,U.S.ConsumerQualityPerceptionvs.Time北美客戶的感知質(zhì)量vs時間表,PerceptualQu

14、alityisnolongeramysteryPQ早已不再是神秘的。Ourunderstandingofcustomerexpectationsisbetterthanever我們對客戶的了解遠(yuǎn)勝于前。Ourunderstandingofthecompetitionismuchbetterthanithasbeenrecently我們對競爭對手的了解也比以前多了。OurteamsarecommunicatinglikeneverbeforeonenablingHIGHPQsolutions我們的團隊比以往更了解溝通如何實施優(yōu)質(zhì)PQ的方案。,WeAreMakingProgress!我們在不斷進步

15、,感知質(zhì)量評估AssessmentofPerceptualQuality,SPQ,Brazil,Brazil,Germany,GlobalPQAssessment全球感知質(zhì)量評估,Majorchange:SplitofDynamicSpiderinDrivingPerformanceandComfort/Convenience,DesignPQ設(shè)計感知,StaticPQ靜態(tài)感知,DrivingPerformance操控性能,Comfort/Convenience舒適/便利,Versatility多功能性,SafetyPerception安全,CostofOwnership擁有成本,Level0

16、,*)PPTargetCompletionVPIPPTargetComplianceVTC,Level0Definitions0級定義,Level0Definitions0級定義,Design-theemotionalconnectiontothestylingofthevehicle設(shè)計情感和汽車風(fēng)格的結(jié)合StaticPerceptualQuality-thequalityadiscriminatingcustomerwouldexperienceinshowroomoratanautoshow靜態(tài)感知質(zhì)量一個挑剔的客戶在展演室或車展上對車輛的體驗。,Design設(shè)計,5.CreativeS

17、torage巧妙設(shè)計的儲存空間,6.Interior內(nèi)飾MaterialQuality材料質(zhì)量,3.Exterior外飾Customization客戶度身定制,Overall整體設(shè)計,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JewelEffects豪華風(fēng)格,7.Interior內(nèi)飾JewelEffects豪華風(fēng)格,2.Exterior外飾E-Technology電子-技術(shù),StaticPerceptualQuality靜態(tài)感知質(zhì)量,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)

18、量成果,外飾操作件的質(zhì)量成果,發(fā)動機倉布局成果,后備箱的成果,內(nèi)表面的成果,StaticPerceptualQualityTargetSetting靜態(tài)感知質(zhì)量目標(biāo)設(shè)定,ScoreStandard評分標(biāo)準(zhǔn),感知質(zhì)量流程PerceptualQualityProcess,PerceptualQualityProcess感知質(zhì)量流程,Benchmarking,TargetSetting,Evaluation,IssueTracking,IssueEscalation,標(biāo)桿選擇,目標(biāo)設(shè)定,評估,問題追蹤,問題升級,Plan計劃,Create制訂,Execute執(zhí)行,PerceptualQualityP

19、rocess感知質(zhì)量流程,PQTeamAssessments,BillofCompetitiveness競爭點清單Features,Delighters,Materials特點，亮點，材料,PQTeamAssessments小組評估,Assessments評估,EscalationProcess問題升級流程,BestPractices最優(yōu)方法,PQRequirementsPQ要求,ProgramDefinition項目定義,Feedback反饋,定義內(nèi)容ContentDefined,VirtualandPhysicalReviews虛擬與現(xiàn)實的評估,設(shè)定目標(biāo)SetTargets,CN100N1

20、09,PPTargetSettingWorkshop,ExecutionofPerceptualQualityProcess感知質(zhì)量流程的實施,SORP0,CSO-108,PPBenchmark,FeedDesignConceptSheets,PPLevel1TargetSettingDrv.Prf./C&C/Vers,PPDetailedLevelTargetSetting(/BreakdownDrv.Perf./C&C/Vers,PPAssessments-VerifyandConfirmTargetsDrivingPerformance,Comfort&Convenience,Versa

21、tility,PPAssessments-VerifyandConfirmTargetsDesignPQ,StaticPQ,Desk/Perf.Assessments-VerifyandConfirmTargetsSafetyPerception,CostofOwnership,Lead:ValidationDesignIntegrationVSSM/Safety,PPLevel1TargetSettingStaticPQ,PPLevel1TargetSettingSafetyP./CoO,PPLevel1TargetSettingDesignPQ,TechnicalInputtobeprov

22、idedbyFunctionalAreaExpertsSupportedbyValidation,DBOM,DBOM,BOM,BOM,BestPractices&CompetitiveAnalysis最佳實踐與競爭力分析,TiretoBodyopenings輪胎到車身輪罩距離,NotRecommended不推薦,Recommended推薦,Thesideviewdistancebetweenthetireandtheedgeofthewheelopeningneedstobeassmallaspossible.從側(cè)面觀察，輪胎到車身輪罩的距離越小越好。,ProgramSpecificDesignObjectives項目具體設(shè)計目標(biāo),Wiring,Hoses,andTubing配線，軟管，管道系統(tǒng)的布局,NotRecommended不推薦,Recommended推薦,UnderhoodSystems發(fā)動機倉系統(tǒng),Compartment后行李箱,VWTouaregRear大眾途歡,GarnishMoldingjointsareflushandseamless裝飾條連接處齊平而無縫,ToyotaR