. .

2004/2005

:
:

:
:

 :
:

:
:

:
:

:
:

: -

: -
:
:

: -
: .

: .

Quality

() (
)

.
.

 (
) W. Shewart Quality Control QC

( Feigenbaum ,Juran, Deming,

) Taguchi, Ishikawa, Crosby .

( )

( ) .
4

????? ?????

?????
??????
9001 14001

. .



.
:

.1 : Degree of Superlative :
Superlative

.
.
.2 : Fitness for use :

" "

) .

.3 : Conformity with the Requirements:

.
.

.
6

.a :
:
Focus

Customer

. ISO 9000 / 2000

( )ASQC
( )EOQC "

" (.)Dilworth,1992,609

( )Juran " ( )Evans,1993,44

.

( )Feigenbaum "

" (. )Fisher & Barry,1996:5

( )Crosby " "

Preventative Corrective
(.)Crosby,1999:12

( )Taguchi "
"
7


(. )Barod,1989:447

( )ISO "

( )ISO 9000:2000: p.7

ISO 9000

ISO
( )Taguachi ISO 14000
.

.
( ) 1
( : ( )11-6 :1999 ) ,20001 :26-24
: : 1940 -
.1

.2

.3

.4
(

) Inspection ( 1920 -1930

)

( ) Dale , 1997: 13


.
: 1960-1940
.1

( Ross, 1995:

. ) 146-147

.2

.3

( Krajewski

.) & Ritzman, 1999:81

.4

10

 ( ) Pareto ( Cause Effect

) .

.
: 1980-1960
.1

.2

Zero Defect
.Crosby

.3
11

.4

( ) Quality Assurance

: 2020-1980
.1

.

.2

( . )Dale,1997:24

.3

ISO 9001

( . ) 25:1998
12

??? ?????? ???????

?????? ???????
??????
????
????? ?????? ???????
1960
???????
?????? 2020
1980
2010

1940

(Value-

) Total Customer

.

( ) 1
.

13

( )

.
.
.1 :

:
.

ii

: Performance : .

/ : Appearance / Features :
.

iii

: Reliability:
.

iv

: Conformance :
.

: Durability : .
.

: Serviceability :

: Aesthetics : .

vi

.
vii

viii

Perceived Quality :

.2 :
i

: Time : .
14

: Timeless : .

: Completeness : .

ii

iii

iv

: Courtesy : .

: Consistency : .
.

: Convenience : .

: Accuracy : .

vi

vii

viii

: Responsiveness :
.

( ) 2 .
( )2

.1 :
Performance

.1 Reliability :
.

.2 Responsiveness :

.3 :
Competence

.2 Features

.4 Access :

.5 Courtesy :

15

 .3 Reliability :

.
.4 conformance :

.5 Durability :

.6 :
Communication

.

.7 credibility :

.8 Security :

.
.6 Serviceability :

.9 .Understanding :

.10Tangibles :

.7 Aesthetics :
.

.8 Perceived :
Quality .

: :

( ) 2 :
.

. . . . .

:
.
.
16

 .

.

( ) 2

:
*

:
*
*

17

:
*
:
*

 ( ) 3

:
.

ii

.
iii

:
.

ii

/ .
18

iii

iv

/ .

. )Dilworth , 1996:611) ( Schonberger , 1997: 54 ( :

.1 . Prevention cost :

( )

.2 . Appraisal Cost :

.
.

.3 . Internal Failure Cost :

.4 External Failure Cost :

19

(. )4

( . )5

( ) 4
.

20

?????? ?????
( ) 5
????? ?? ????
?????? ??????

21





.

(C W Q C ) Company Wide

. Quality Control

Total Quality Management

1985

( )Stockholders ()Stakeholders
.)(ISO9004,2000:4

ISO/TC 176
22

 ( )TQM

ISO 9000 (
( )ISO9004,2000:4-5) (BSI,2000:6 .)38-46 :2000

: )Customer Focus( :

.
: )Leadership( :

: )Involvement of People( :
( )Essence

.
: )Process Approach( :

: )System Approach to Management( :

()Interrelated Processes

: )Continual Improvement( :
.

: :

()Factual Approach to Decision Making

23

: :

()Mutually Beneficial Supplier Relationships

.

ISO 9000

. ) Aroar: 1996:84 ( .

ISO 9000
:

.1

.2

.3

ISO 9000

( Deming
Baldrige

Malcom

European Quality ) ISO 9000

.
24


( ) Compatible
ISO 9000
) Own & Cothran: 1994: 262 ( .

ISO 9000

) Corrigan: 1994:33 ( .

ISO 9000

( )Weston.: 1995:68

ISO 9000

( . ) Lal:1996:205

ISO 9000

ISO
9000 .

:
25

.1 ( ISO 9004-1
).

.2
.

.3 .

.4 .
.5 ( . ) SPC

.6 / ( . ) JIT

.7 .
.8 .

.9 ( . ) QFD
.10
.

ISO 9000

/
.

ISO 9000

. ISO 9000

ISO 9000
Charif & jalal: ( .

) 1995 : 466

ISO 9000

ISO
26

 ISO 9000 2000

( ) Customer Focus
) ISO 9000 / 2000 ( .

,
.

27

.1 : Armand Feigenbaum

( ) TQC

( )1950

Massachusetts
( )20
( )25:2001 :

.1 .
.2 1900-1918 .
.3 1919-1937 .
.4 1938 -1960 .
.5 1961 .

( . )S lack , 1998:761

.3 . Edwards Deming
.4

28

( )1947 ( Shewart
) .

Deming
( )

Deming
:

.1 :
.

.2 :


.

.3
.

.4

.5 :

.
.6 :

29

.7

.

.8 :

.9 :

.10 :


.

.11 :
.

.12 :

.13 :
.

.14 :
30

Slack , ( .

.) 1998 :762

.3

Joseph Juran

:
( ) 94:2000
.

Quality Planning

( )
.
. . Quality Control

ii

.
. . Quality Improvement

iii

( )

( )Slack , 1998:762

.4

Kaoru Ishikawa

Ishikawa Juran , Deming , Feigenbaum :

) Quality Circles (.

31

 ) Cause Effect ( .
""
"" C W Q C .

"" "" T Q M

. ) Slack , 1998: 761 ( .

.5

. Genichi Taguchi

. "" (

"" Q L E

) Quality loss Function

.6

Phillip B. Crosby

Crosby :.

.1 :
.

.2 :

.3 :
.

.4 :

( .
32

. )249:1998

)
.

( . ) 1998 :96
:

.1 :

.2 :
.
.3 :
33

 .
( ) Slack .et.al , 1998:763 T Q M

.1 .
.2 ( ) .

.3 ()
.

.4 .
.5 .
.6 .

( . ) 2001 :66

( . . ) 1999 :14

( " ) 2001 :4 "

" "
( :) 1995 :8-7

.1 .
34

.2
.

.3 .
.4
.

.5 .
.6 .

.7
.

.8 .

.9
.

35

?????? ?????
??????? ?????? ????? ???????? ?????

36

( : :9-6
) 2001 ( . ) Goetsch & Davis , 1997:13-17
.1 .
.2 .

.3 .
.4 .

.5 .
.6 .
.7 .

.1 :

.2 :


( . ) Slack : 1998:778
37

.3 :

( . ) Krajewski & Ritzman: 1996:145

.4 : (
) Incremental ( Break Through
)
( ) 68:2001

( : ) Evans 1997: 59

. .

. .

ii

. .

iii

. .

iv

.5 :


38

 ( Goetsch & Davis ,

) 1997:16

.6 :

:
( Think
) Tank

( .) Goetsch , 97:17

.7 :

( . ) ,69:1997

39

40

(. ) 2001 :11-9
.1 .

.2 .
.3 .

.4 .
.5 .

( ) 6 .

.1 : ( .) Management by Wonder Around

( ) Management by Around


.

( )Open Book Management

....
( . )Horton & Thomas , 1997: 1-2

()6

41

?????
?????? ????????

????????
???????

???????

??? ?????

.2 :

( Slack , 1998:
) 778

.3 :
""

(Hall

) & Torrinton,1998:336

42

. ( :

. )Quinn ,et.al ,1996.76

ii

iii

( )

.

.4 :


.

43

 .
.5 :

( : . ) Schonberger & Knod 1997, 54 ( ) 2000 :79-78

.1
/
.

.2

44

.3


.

.4 :
.

.5
(

) .

.6 :

( : ) 2001 :12-11

.1 .
.2 .

.3

.4
.

.5
.

.6
.

.7 .
45

.
Slack , 1998:783-784) ( Shafer & Meredith , ( :

. ) 1998: 92, 96

.1 . Deming
.2 . Malcolm Baldrige
.3 .

: : Deming
. Deming (
) 1951

:
:
.

.
.

.
.

.
.

46

 .

.

: Malcolm Baldrige

.Deming

( :10-9

) 1999

.
.

(
) 600
.
.

47

 .
.
.

( ) Ross,1995:13-15
.

.
.

.
.

.
.

/ (

)
( . : 4 ) .

(
: 5 ) ( : 3 )

( :6 )

( : 7 ) . ( ) 7

( .)Waver , 1997.209

48

???????
??????

??????????
????????
?????
???????????
???????
???????
???????
??????
????? ????? ??? ?
?????? ?????? ????????
?????
?????? ??? ????????

49

 ( ) 7

: European Quality Award :

( ) 14 ( )

E F Q M

European Foundation For Quality Management . 1988

1993 ( ) 300
( ) E F Q M .

( ) E F Q M :
( ) Slack ,1998:784 ( . ) 8

( ) 8

50

9%

9%

8%

20%

%10

15%

%9

%6

50%

50%

ISO 9000

.
I S O

ISO 9000

( ) Slack ,1998:775

( .) 15:1999 ,

51

I S O
I SO
( ,

) 98 :257 I S O 9000

ISO 9000
. ISO

9000
.

1994
.

( ) 200013 :

ISO 9000
.

World Class Manufacturing

52

 .
ISO 9000

ISO 9000 2000

ISO 9000

. ( ) 2 .
( ) 2

ISO 9001 -2000

ISO 90001-2000
.1

.1

.2

.2

.3

.3

.4

.4

.5

53

.6

.5
.

.6

.
.7

.7

.
.8

.8

54

????? ??????
????? ????? ?????? ???????

.


.

:
.1 .
55

.2 .
.3 .

.4 .
.5 .
.6 .

.7 .

Pareto Diagram

.

Juran Pareto

56

 (
. ) Raju , 1995:37 ( : :48

: ) ,2001

.1 .
.2 .

.3 .
.4

.5
.

.6 .
:

.1

.3

.2

1399

638
241

57

241

10%

2278

2278

100%

??? ???????

638

28%

2037

?????? ???

.1

1399

62%

1399

62%

90%
100%

1400
1050

700

( )900
:

58

103

65

172

27

229

126

71

??

: .
:

103

11%

103

11%

65

7%

168

18%

172

19%

340

37%

27

3%

367

40%

229

26%

596

66%

126

14%

722

80%

71

59

8%

793

88%

???? ???????

??????? ???
?????? ???
??? ????????
????????? ???
??????

107

11%

900

??? ????
100%

??? ??????

250
200
150
100
50
0

60


Cause Effect Diagram

: ( ) Slack ,et.al ,1998:703

.

.1 Management
.2 Man

.3 Method
.4 Measurement
.5

Machine

.6 Material
.7 ( ) Milieu
( ) 49:2001
.1 ( )

.2

61

 .
.3

.4

.

:
.
.
.
.
.

.
.

62

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) Krajewski & Ritzman: 175 ( :

( )- .

. - .

.63

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- .

???? ?????? ?? ???????

Process Chart :

( Evan , 1997: 345
).

64

1947
.

.
.
.1 .
.2 .
.3 .
65

.4 .
.5 .

. .

.- . .

. .- .

. :

.1 .
.2 .
.3 .

.4 .
.5 .

.6 .

.7 .
.8 .

.9 .
66

.10 .

Check sheets

.
.

( . ) Stevenson, 1999: 498

: : .

463

67

69%

IIII II IIII

157

32

11

2%

1%

670

100%

23%
5%

Graphs
( ) 998 :182
( ) Bar chart -

Line Graph

Pie Chart

Belt Graph

Radar Chart

- . Compound graph of Bar Chart, Line graph

327

240

176

68

105

90

61

33

50

45

43

1170

: Pie .
. 360
:

100.6=)1170327(360 :
74=)1170240(360 :

52=)1170176(360 :

32.3=)1170105(360 :

28=)117090(360 :
19=)117061(360 :

10.2=)117033(360 :
16=)117050(360 :

14=)117045(360 :

100.6 =)117043(360 :

69


Scatter Diagrams :

.) Raju ,1997: 43(:
.

: :

70

1024
1034
1036
1023
1011
1030
1014
1030
1016
1020
1040
1013
1025
1020
1022

6.7
8.2
8.1
6.6
6.5
8.5
7.4
7.2
5.6
6.3
8
5.5
6.9
7
7.5

1046
1030
1039
1027
1028
1025
1035
1015
1038
1036
1026
1041
1029
1010
1020

16
17
18
19
20
21
22
23
24
25
26
27
28
29
30

8.1
7.7
7.4
5.8
7.6
6.8
7.9
6.3
7
8
8
8
7.2
6
6.3

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

:
.1 :

= 7.32=30214.1

= 1026.76=3030803

.2 ()
(). .
N2
N1

71

N3

N4

.3 ( ) n1+ n2+ n3 + n4
. .

N1= 11
N2= 2
N3= 12
N4= 3
: = 2
.4 n1, n3 + N
n2. n4 - N
N+ =n 1+ n 3 = 23
N - = n 2 + n 4 =5
28 30
.

N= n+ n- = 23+5 = 28
72

.6 ( ) T 28
:
0.5 = 8
:

= 0.01

.1 : n0.01 < = n- < n 0.05

6>5=>8

.2 : 0.01 = .

n- < n

6>5

.3 : 0.05.

< = n+ < n

n0.01

6>5=>8

.4 : .

23=>6

= 0.01

n+ < n

( ) 2
.

73


Controls Charts

: .

.

( . ) 2001 :58-57
. .
. .

.
74

 ( ) R X
( ) X

( ) Range
( . ) Slack ,1998: 659
( :

. ) Goetsch & Davis, 1997: 408

.1
.

.2 155
.

.3 ( )
:

= =

.4
:

5.1
:

= =

.2
:

.3 -

75

= + 2
= - 2

=
=
:

4
3

\ .
:

4/9
5/9
6/9
7/9
8/9

24
7
37
17
22
12
35
52
28
28
= (20

100
25
20
24
124
26
16
28
144
34
36
40
176
24
36
29
167
48
29
34
=5) 33.4 + 35.2+ 28.8+ 24.8+

= (23 = 5 ) 20+28+28+21+18

= 28.44
= 41.711 = 23 0.577+ 28.44
= 15.169= 23 0.577- 28.44

= 23

76

20
24.8
28.8
35.2
33.4
28.44

18
21
28
28
20

 48.645 = 2.115 23 =
= 000 = 0 23

:
UCL

40
40
30
20
15.03
10

26 27

25

24

23

16 17 18 19 20 21 22

14 15

SEP

UCL
40
30
R=21.7
20

10
LCL=0
25 26 27
28 29 30

24

23

16 17 18 19 20 21 22

77

14 15

SEP

(_

) p- Chart

( ) C Chart
Krajawski & Ritzman : ( .

. ) 1999:261

.
.1 .
.2 :
np

=P

N
= np .
=N .
P 3.
:
= P
np
N
. =

78

np

 . =

.3 :
p(1-p

)UCL = P +3

N
)UCL = P + 3 p ( 1-p
N
C - Chart :
C

UCL = C + 3

= LCL

C3

( ) 2 ( ) 300

1
2
3
4
5
6
7
8

12
9
6
6
3
6
3
3

79

= 12
300

?????? ???
?????? ???

/ p Chart
.

:

1
2
3
4
5
6
7
8

0.04
0.03
0.02
0.02
0.01
0.02
0.01
0.01

P = 12+ 9+ ..+ 3
300*8

48
= 0.02
2400

)P ( 1 p
N

U.C.L= p +3

)= 0.02 +3 0.02(1-0.02
300
U . C . L = 0.044.

)0.02(1-0.02
300

= 0.02-3

80

) p (1-p
N

L.C.L =P -3

0 .

L . C . L = 0.004
0.04

U. C . L =0.044

=P

0.02
0.02

= L.C.L
O
2

.
( : ) 3

( ) 25

4, 5, 6, 3, 4, 2, 6,4, 5, 1, 2, 3, 5, 1,5 ,2, 2, 4, 6 ,5 ,3., 2 ,4 ,1{ :

} 8,

:
C = 4+6+5++ 2 = 95
25

25

. C = 3.8
= 9.65
0

3.8

= -2.04

= 3.8+3
3.8

= 3.8-3

U . C . L = C +3
C
81

L . C . L = C -3

9.65

3.8

.. 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1
25
( ) 1 A2 , D3 , D 4

R Chart X Chart . Source: Hazier & Render ,

1996:116
D4

D3

A2

3.267
2.575
2.282
2.115
2.004
1.924
1.664
1.816
1.777

0
0
0
0
0
0.076
0.136
0.184
0.223

1.880
1.023
0.729
0.577
0.483
0.419
0.373
0.337
0.308

82

2
3
4
5
6
7
8
9
10


: .
.1 ( ) 2001
: .

.2 ( ) 2001 I S O
9000 .

.3
8& 3

. 1968

.4 ( ) 1999
:

.5 ( ) 1998 I S
O 9000 .

83

.6 )2000 (
.

.7 ) 1998 (
.

.8 ( ) 2001
- ISO 9000 .

.9 ) 2001 ( ISO 9000

.

.10 ( ) 2001

.11 ( ) 1995
ISO 9000
.

.12 )1997 (

.13 ( ) 1999
.

: .
Hazier ,J & Render (1996) , Production & Operations
) Management (New jersey : Prentice Hall
Dilworth, James, (1996) Operation Management, 2ed ed. New
York : MC- Graw Hill ).
Evans, James (1997) . production operation Management 5the
ed , (New York : West Publishing co ) .
Russell. R , & Taylor ( 1998) . Operation Management 3d ed .
84

1.
2.
3.
4.

(new jersey. Prentice Hall).

5. slack . N. chambers .S. Harland. G. Harrison, A , & Johnston
(1998) operation Management (New York : John Wiley & sons)
.
6. Krajewski & Ritzman, (1999) Operation Management strategy
& Analysis, 5th ed (New York: Addison Wesley).
7. Schonberger, R.J, & Knod E, (1997) Operation Management
6th ed. (New York: MC Graw Hill).
8. Harrison , Alan , Nigel Slack , Stuart Chambers , Harland Robert
(1998) Operations Management ,2 ed (new York : pitman )
9. Dale, Barrie, Cary, Cooper, &Adrian Wilkinson, (1997).
Operation Management quality & Human Resources. A Guide
to Continuous Improvement (London: Black well).
10.Ross, Joel. E. Total Quality Management, 2 ed, (1995),(Florida:
press Publishing ).
11.
Clair, Guyst . , (1997), Total quality Management In
Information services , Bowler Sauer .
12.Goetsch , David , & Stanley , Davis , (1997) , Introduction to
Total Quality , Quality management For Production , 2 ed ( new
jersey : prentice Hall).
13.Horton A, & Thomas, (1997) , The Substance of true leader ship ,
management .Review : 1-2.
14.Hall , Laura & Torrington , Derek , (1998) , human resource
management ,4th , ( New York : prentice Hall ) .
15.Raju Sundara , (1995) , Total quality management , (new Delhi :
tat MCGRAM HILL ).
16.Stevenson, William, (1999), Production Operations Management
, 6th ed . (Mc-Graw Hill: New York).
17.Waver , grace . (1997) , strategic Environmental management
Using T Q E M & I S O 1400. for competitive advantage .
( New York : John Wiley & sons ) .

85