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 Modules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. Power)社會評價,Brand品牌 Pr

3、oduct 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 Modules 質(zhì)量四模塊,姚氏汽車質(zhì)量管理“球體斜坡”理論 Yaos Automotive Quality Management “Ball-Slope” Philosophy,感知質(zhì)量管理理論框架 Perceptual Quality Management Principle Frame,Keep the cus

4、tomer at the center of everything!” 以客戶為中心 (Quality Guiding Principles all GM Regions Strategy Board 2008),Design Perceptual Quality 設(shè)計感知 Static Perceptual Quality 靜態(tài)感知 Driving Performance 操控性能 Comfort/Convenience 舒服/便利 Versatility 多功能 Safety Perception 安全 Cost of Ownership 擁有成本,感知質(zhì)量 Perceptual Qual

5、ity,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 客戶（感知上）對車輛品質(zhì)的體驗(yàn)，其是與特定細(xì)分市場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)計上考慮周全 Exempl

6、ifies 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 senses (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, engine

7、ering and assembly with excellent materials. It culminates in a pleasing appearance and favorable first impression. 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: A product with a high Perceptual Quality will convince the customer that it offers value for money. 高品質(zhì)的“感知質(zhì)量”使得客戶有物有所值的滿足

8、。,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”,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

9、 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 Profile PQ是整個產(chǎn)品特性中的一部分 Design, Static Perceptual Quality, Dynamic, Versatility, Safety Perception and Cost of Ownership 設(shè)計，靜態(tài)感知質(zhì)量，動態(tài)感，多功能，安全感及使用成

10、本。,感知質(zhì)量的定義 Perceptual Quality Definition,It addresses these questions and comments: 其涉及以下這些問題,The Mazda is a nicer vehicle Mazada 是輛更好的車,The interior is cheap and plasticky 內(nèi)飾看起來很便宜，全是塑料,I LOVE MY CAR! 我愛我車,This is a nice feature. 這個功能不錯,I cant store anything in this car! 這車我啥也放不進(jìn)去,I feel at home in

11、 my car! 在車?yán)锞拖裨诩乙粯?They thought thru my needs when they designed this 這車設(shè)計時考慮到我的需求了,I bought this one because it has things that the other didnt. 這車有其他車所沒的，所以我買了它,My car seemed to be much better built when compared to the Cobalt. 和那藍(lán)的相比我的車好多了,Its an extension of me! 這車是我的一部分,感知質(zhì)量 Perceptual Quality,

12、Why did you buy your first Mag Flashlight? 你為啥會傾向于買第一個手電？,“Thats Perceptual Quality” 這就是PQ,It looked like precision & it felt nice “Gotta Have One!”,You just liked the way it looked! 那是因?yàn)樗瓷先ゲ诲e！,Objective 客觀的 Rational 合理的 Metrics 確定的 Absolute 絕對的 There or not there 在或不在 Assembled correctly or not 裝對

13、了或錯了 Works or doesnt work 工作或故障,Subjective 主觀 Emotional 情感上的 Opinion/Intuition直覺的 Relative 相對的 Works well 運(yùn)行不錯 Feels good 感覺不錯 Looks nice 看上去不錯 Smells nice 聞上去不錯 Sounds good 聽著不錯 Awesome, Wow.真棒,Hard 理性,Soft 感性,Build Quality 制造質(zhì)量 Math Quality 設(shè)計質(zhì)量,Perceptual Quality 感知質(zhì)量 Emotional Quality 情感質(zhì)量,總體質(zhì)量觀

14、 Total Quality Perspective,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,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,

15、Execution 執(zhí)行,Perceptual Quality 感知質(zhì)量,Hard Quality 硬性質(zhì)量,Exterior 外飾,Importance of Quality Perception PQ對客戶的重要程度,Interior 內(nèi)飾,Exposure time to the vehicle:顧客開始看車的時間,U.S. Consumer Quality Perception vs. Time 北美客戶的感知質(zhì)量vs時間表,Perceptual Quality is no longer a mystery PQ早已不再是神秘的。 Our understanding of custom

16、er expectations is better than ever 我們對客戶的了解遠(yuǎn)勝于前。 Our understanding of the competition is much better than it has been recently 我們對競爭對手的了解也比以前多了。 Our teams are communicating like never before on enabling HIGH PQ solutions 我們的團(tuán)隊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! 我們在不斷進(jìn)步,感知質(zhì)量評估 Assessment of

17、 Perceptual Quality,SPQ,Brazil,Brazil,Germany,Global PQ Assessment 全球感知質(zhì)量評估,Major change: Split of Dynamic Spider in Driving Performance and Comfort/Convenience,Design PQ設(shè)計感知,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

18、本,Level 0,*) PP Target Completion VPI PP Target Compliance VTC,Level 0 Definitions 0級定義,Level 0 Definitions 0級定義,Design - the emotional connection to the styling of the vehicle 設(shè)計情感和汽車風(fēng)格的結(jié)合 Static Perceptual Quality- the quality a discriminating customer would experience in showroom or at an auto sh

19、ow 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(yàn)。,Design 設(shè)計,5. Creative Storage 巧妙設(shè)計的儲存空間,6. Interior內(nèi)飾 Material Quality 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 Jewel Effects 豪華風(fēng)格,7. Interior 內(nèi)飾 Jewel Effects 豪華風(fēng)格,2. Exte

20、rior外飾 E-Technology 電子-技術(shù),Static Perceptual Quality 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)量成果,外飾操作件的質(zhì)量成果,發(fā)動機(jī)倉布局成果,后備箱的成果,內(nèi)表面的成果,Static Perceptual Quality Target Setting 靜態(tài)感知質(zhì)量目標(biāo)設(shè)定,Score Standard 評分標(biāo)準(zhǔn),感知質(zhì)量流程 Perceptual Quality Process,Perceptual Quality Process 感知質(zhì)量流程,Benchmarking,Target Setting,Evaluat

21、ion,Issue Tracking,Issue Escalation,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,Perceptual Quality Process 感知質(zhì)量流程,PQ Team Assessments,Bill of Competitiveness競爭點(diǎn)清單 Features, Delighters, Materials特點(diǎn)，亮點(diǎn)，材料,PQ Team Assessments小組評估,Assessments評估,Escalation Process問題升級流程,Best Practices 最優(yōu)方法,PQ Requir

22、ements PQ要求,Program Definition 項(xiàng)目定義,Feedback反饋,定義內(nèi)容Content Defined,Virtual and Physical Reviews 虛擬與現(xiàn)實(shí)的評估,設(shè)定目標(biāo)Set Targets,CN100 N109,PP Target Setting Workshop,Execution of Perceptual Quality Process 感知質(zhì)量流程的實(shí)施,SORP 0,CSO -108,PP Benchmark,Feed Design Concept Sheets,PP Level 1 Target Setting Drv. Prf.

23、/C&C/ Vers,PP Detailed Level Target Setting(/Breakdown 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 Confirm Targets Safety P

24、erception, 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 Setting Design PQ,Technical Input to be provided by Functional Area Experts Supported by Validation,DBOM,DBOM,BOM,BOM,Best Practi

25、ces & Competitive Analysis 最佳實(shí)踐與競爭力分析,Tire to Body openings 輪胎到車身輪罩距離,Not Recommended 不推薦,Recommended 推薦,The side view distance between the tire and the edge of the wheel opening needs 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,Underhood Systems 發(fā)動機(jī)倉系統(tǒng),Compartment 后行李箱,VW Touareg Rear大眾途歡,Garnish Molding joints are flush and seamless 裝飾條連接處齊平而無縫,Toyota RAV