六西格玛在笔记本电脑售后质量管理中的应用研究

发布时间：2018-02-03 01:07

本文关键词： 六西格玛笔记本电脑质量管理 DMAIC　出处：《复旦大学》2013年硕士论文　论文类型：学位论文

【摘要】：近年来,中国国内的笔记本电脑市场日益壮大,需求量以及销售额上升明显,各大品牌之间的企业竞争也日趋白热化。如何改善质量,提高客户满意度,降低成本来提升其在本行业中的自身竞争力成为许多公司工作的重点。本文运用DMAIC方法,对具体需要质量改进的项目做了最初的定义及初始项目设定,收集相关原始质量数据,对其进行详细的分类、分析和研究,找出质量问题所在,提出改进计划并付诸实施。同时,为确保计划的适用性和有效性,在整个计划实施过程中需要做全面的监控和跟踪,并及时作出相应调整,以确保其始终朝着既定目标开展和实施。通过具体实例分析,研究索尼笔记本售后质量管理方面在中国的现实情况,列举现存问题和流程中的不足之处,收集原始数据,按照笔记本中零件的不同,用柏拉图的方法分析,列举出主要影响不良率的零件。在对具体零件分析中,再次运用柏拉图对主要现象进行分析,为后续提出改进方案和项目工作重点作为数据基础,并逐步付诸实施。在整个项目管理过程中充分体现DMAIC工具的有效性,突出质量管理在现今产品生产和售后占据及其重要的地位。高效的质量管理不仅能有效提高产品质量,还能降低售后服务维修成本乃至生产成本,从而使成本费用在公司销售额中所占比重降低,最终达到提高企业利润的目的。
[Abstract]:In recent years, the domestic notebook computer market in China is growing, the demand and sales increase obviously, and the competition among the major brands is becoming increasingly fierce. How to improve the quality and improve customer satisfaction. Reducing the cost to enhance its competitiveness in the industry has become the focus of many companies. This paper uses the DMAIC method to make the initial definition and initial project setting for specific projects that need quality improvement. Collect relevant raw quality data, classify, analyze and study it in detail, find out the quality problem, propose improvement plan and put it into practice. At the same time, to ensure the applicability and effectiveness of the plan. There is a need for comprehensive monitoring and tracking throughout the implementation of the plan and timely adjustments to ensure that it is always carried out and implemented towards the stated goal. This paper studies the actual situation of Sony notebook after-sale quality management in China, enumerates the existing problems and shortcomings in the process, collects the original data, according to the different parts in the notebook, uses Plato's method to analyze. In the analysis of specific parts, Plato is again used to analyze the main phenomena, and put forward the improvement program and project focus as the data basis for the follow-up. And gradually put into practice. In the whole process of project management, fully reflect the effectiveness of DMAIC tools. Quality management plays an important role in the production and after-sale of products. Efficient quality management can not only effectively improve the quality of products, but also reduce the cost of after-sales service maintenance and even production costs. Thus, the proportion of cost and expense in the company's sales is reduced, and the profit of the company is finally improved.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F416.671;F273.2

【共引文献】