8 short stories explain quality management!

8 short stories explain quality management!

Quality management is an important part of the company's production management. This is recognized and known by everyone. However, in actual production activities, quality management is often difficult to control. I will bring it to you below. Eight short stories, I hope it can help everyone better understand quality management!

1. The boy who mows the grass

A man who works as a mower for others The boy called a Mrs. Chen and said: "Do you need to cut the grass?" Mrs. Chen replied: "No, I already have a lawnmower." ?, the boy said again: ?I will help you pull out the weeds in the flowers. ?, Mrs. Chen replied: ?My lawn mower did it too. ?, the boy said again: ?I will help you cut the grass around the walkway. ?, Mrs. Chen said: ?The person I hired has already done it. Thank you, I don’t need a new lawn mower. ?, the boy hung up the phone. At this time, the boy's roommate asked him: "Aren't you working at Mrs. Chen's place cutting grass? Why are you still making this call?" The boy said: "I just want to know how well I have done." good!?.

Enlightenment This story reflects the first idea of ??ISO, which is to focus on customers and constantly inquire about customer evaluations. Only then can we know our own strengths and weaknesses, and then use our strengths and avoid weaknesses to improve ourselves. The quality of work firmly grasps customers.

This is also an example of the practical application of Article 6 of the Eight Principles of Quality Management: Continuous Improvement. Can each of our employees also make some continuous improvements based on their own work? All employees can satisfy customers.

For marketers, this can gain extremely loyal customers. For each of our employees, only by always paying attention to our customers (service objects) can the quality of our work be continuously improved. This is also a communication issue. It is really difficult for a person to get a fair and objective evaluation. Does this story provide us with a good method?

Most of the time when doing quality work, we are passive and just continue the pattern of problems arising and then solving them. If we can proactively find problems and solve them The problem is that is the perfect quality management model. This also shows the essence of a quality manager.

Everything belongs to those who are prepared every day. Don't just think about money raining from the sky. That's impossible. Think about everything with your brain and do it with your hands. Prevent things that shouldn't happen in advance and nip bad defects in the bud. We must always firmly believe that risks can be prevented and defects can be prevented?!

2. The true story of the parachute

This is a story that happened in the middle of World War II. The true story of the relationship between the U.S. Air Force and its parachute manufacturers. At that time, the safety of parachutes was not perfect. Even with the efforts of manufacturers to improve, the yield rate of parachutes produced by parachute manufacturers has reached 99.9%. It should be said that this yield rate is difficult for many companies to achieve even now.

However, the U.S. Air Force said No to this company, and they required that the pass rate of the parachutes delivered must reach 100%. So the general manager of the parachute manufacturer made a special trip to the flight brigade to discuss the matter to see if this level could be lowered? Because the manufacturer believed that reaching this level was close to perfection, and there was no need to change it. Of course, the U.S. Air Force refused because there was no discount on quality. Later, the military requested changes in the method of inspecting quality. That is to randomly select one of the parachutes delivered by the manufacturer the week before, and let the person in charge of the manufacturer equip it and personally jump off the fuselage in flight. After this method was implemented, the defective rate immediately became zero.

Enlightenment Konosuke Matsushita, the god of Japanese management, has a famous saying: For a product, it is either 100 points or 0 points. ?Any product with even the slightest quality problem means failure. Many people often have the same mentality when doing things. Even if the requests made by leaders or customers are reasonable, they will feel that the other party is being picky and feel dissatisfied!

Product quality should be treated with excellence. attitude and rigorous and meticulous work style.

Putting yourself in the shoes of a consumer, what would it feel like if there was a hair in the steamed buns you bought made from yeast? Maybe we would think that there is nothing to be alarmed about that there is only one hair in one bag of 100,000 (or 1 billion) bags of yeast. But for us it is one in 100,000, and for consumers who eat hair, it is 100%.

Just imagine, if something only has a 99.9% success rate, then there will be 20,000 mismatched medicines every year; 15,000 babies will be wrongly held at birth every year; and there will be 500 medical procedures every week. Wrong surgeries; 2,000 letters mailed incorrectly every hour. After looking at these data, we definitely hope that everyone in the world can perform 100% at work. Because we are producers and we are also consumers.

3. The story of the phone booth

Chinese college students studying in Germany saw that the Germans were rigid and did not know how to adapt, so they deliberately played tricks on them. The college students marked two adjacent phone booths with the words "male" and "female" respectively, and then hid in the dark to see what the "die-hard" Germans would do.

As a result, they found that all the people who went to the phone booth to make calls, as if they saw the toilet sign, entered the booth they were supposed to enter without any complaints. For a period of time, the Women's Pavilion was idle, and people would rather queue up at the Men's Pavilion than move to the Women's Pavilion. Our college students were extremely surprised and wondered why the Germans stayed in this situation. Facing the questions from college students, the Germans calmly shrugged and said: "Rules, aren't they just for people to abide by?"

The Germans' rigidity can make us laugh happily for three days in a row. , and their seemingly reasonable explanations are enough to make some "domestic capable people" who always ignore the rules laugh out loud. But when we are happy and laughing, how long have we ignored the rules? We always smartly believe that those who are willing to be bound by the rules are not only "dead-hearted", but simply "short-minded". Rules are dead but people are alive. Why should living people be trapped by dead rules? It is precisely because of this that we lag behind others for many years.

4. Bian Que discusses medicine

King Wen of Wei asked the famous doctor Bian Que: "You have three brothers who are all good at medicine. Which one has the best medical skills?" Que replied: "The eldest brother is the best, the middle brother is the second best, and I am the worst." King Wen was surprised and asked: "You are the most famous, why is your eldest brother the best in medical skills?"

Bian Que said ashamedly: "I, Bian Que, treat diseases when they are serious." Most people saw me inserting needles into meridians for bloodletting, applying medicine to the skin and other major operations, so they thought that I was a skilled doctor, and my reputation spread all over the country. When my middle brother treats a disease, he treats the disease at the beginning of the disease. Most people think that he can only cure minor illnesses, so his fame is limited to his hometown. My eldest brother treats illnesses before they occur. Since ordinary people don't know that he can eradicate the cause of the disease in advance, they think that his level is average, but in the eyes of medical experts, his level is the highest.

Enlightenment The above problems can be understood as "quality accidents". Only those who can eliminate quality accidents before the disease occurs are the best.

To prevent quality accidents, we must start from "minor illnesses". That is to say, nip problems before they happen. Control after the event is inferior to control during the event, and control during the event is inferior to control before the event. Those who successfully handle quality incidents that have occurred should be rewarded. At the same time, those who prevent quality incidents and their actions should be rewarded. Quality management is like a doctor treating a disease, treating the symptoms without forgetting the roots. Many companies hang the slogan "Quality is the life of the company", but in reality there is a quality management misunderstanding that "treat the head when it hurts and the foot when it hurts".

The phenomenon of “emphasis on results but not on process” is caused by the fact that result controllers are recognized by employees and leaders because they have corrected management errors; while unknown process controllers are not easy to attract the attention of employees and leaders. In the end, managers are happy with surface-level articles, but stay away from preventive control beforehand and during the process.

How to improve the execution of pre-event control and in-event control? First of all, there should be a strong awareness of whole-process quality management from top to bottom. Secondly, detailed quality management standards are formulated for each link. Third, use performance appraisal to change the company's unfavorable situation. Fourth, customers and employees are the best quality improvers.

5. Kangaroo and Cage

One day, the zookeeper found that the kangaroo ran out of the cage, so they held a meeting to discuss and agreed that the height of the cage was too low. Therefore, it was decided to increase the height of the cage from the original 10 meters to 20 meters. As a result, we found the kangaroo outside again the next day, so we decided to raise the height to 30 meters again.

I didn’t expect to see all the kangaroos running outside the next day, so the administrator was very nervous and decided to increase the height of the cage to 100 meters. One day, the giraffe was chatting with some kangaroos. "Do you think this person will continue to raise your cage?" the giraffe asked. ?Hard to say. ?Kangaroo said: ?If he continues to forget to close the door!?

Enlightenment This is a typical example of putting the cart before the horse. Instead of eliminating the root cause and closing the door, they raise the cage. ?When investigating quality problems, if the root cause of the problem is not found, then these quality problems will never be eliminated.

At the same time, it will also lead to an increase in corporate costs and a higher cage. Therefore, as quality people, we must always ask ourselves, has our kangaroo cage been closed?

6. Heaven

A Christian who has done good deeds wants to see heaven after his death. What is the difference between hell and hell? So the angel took him to visit hell. In front of them appeared a table laden with delicacies. ?Life in hell is not bad? ?Don’t worry, just keep reading. ?After a while, I saw a group of scrawny hungry ghosts filing into the seats. Each person holds a pair of chopsticks more than ten feet long.

But because the chopsticks are too long, everyone can pick them up in the end and can’t eat? When we get to heaven, the same scene, the same table full of delicacies, everyone also uses a pair of more than ten feet long chopsticks. The difference is that when people eat around, they feed each other food to the people across from them, so everyone eats happily.

Enlightenment This story reflects the mutually beneficial relationship with suppliers based on the eight principles of quality management. Today, with the deepening of economic globalization, a strong cooperative relationship with suppliers is established, and the supply chain is strengthened. The quality control of suppliers and the establishment of mutually beneficial and win-win cooperative relationships have become issues that enterprises must face seriously.

7. Qutu Migration

The guest came to the host's house and saw that the chimney on the host's stove was straight and there was a lot of wood next to it. The guest told the owner that the chimney had to be reshaped and the wood had to be removed, otherwise there might be a fire in the future, but the owner didn't say anything. Soon there was a fire in the owner's house. Neighbors rushed to put out the fire, and finally the fire was put out.

So the owner cooked sheep and cattle and entertained the neighbors to reward them for their efforts in putting out the fire. However, he did not invite the people who originally suggested that he remove the wood and reroute the chimney. Someone said to the host: If you had listened to that gentleman, there would be no need to prepare a banquet today, and there would be no fire damage. Now you will be rewarded based on merit. The person who originally gave you advice was not thanked, but the person who put out the fire was a guest. , What a strange thing!? The host suddenly realized it and hurried to invite the guest who gave the suggestion.

Enlightenment: Prevention is better than firefighting. When the guest tells the host that there is a need for a straight line and a fire pit, he is actually telling the host that it is necessary to prevent the occurrence of fire, because a straight line and a shed are major hidden dangers of fire. Only by removing the root causes of fires can we prevent the occurrence of fires. It is not only necessary to propose preventive measures, but also to further track the effective completion of improvement measures.

8. The story of the car?

One day, the American General Motors Company received a letter of complaint from a customer: Our family has a traditional habit of eating after eating every day. After dinner, ice cream is always served as dessert. Since there are many flavors of ice cream, our family votes on which flavor we want to eat every day after dinner. After everyone decides, I will drive to buy it. But since I recently bought a new Pontiac, the problem started happening during my walk to get ice cream.

Whenever I buy the vanilla flavor, my car won't start when I come out of the store. But if I buy other flavors, the car starts smoothly. The question sounds silly.

Although Pontiac's general manager was suspicious of the letter, he sent an engineer to check it out. When the engineer went to find this man, he was surprised to find that the letter was from a successful, optimistic, and highly educated man. The engineer arranged to meet the man right after dinner, and the two got in the car and drove to the ice cream shop.

The voting result that night was vanilla. When I bought the vanilla ice cream and returned to the car, the car stalled again. The engineer came for three more nights as scheduled. The first night, chocolate ice cream, the car was fine. The second night, I had strawberry ice cream and the car was fine. The third night, vanilla ice cream, car? Show off? This logically thinking engineer still refused to believe that this man’s car was allergic to vanilla.

Therefore, he still did not give up and continued to arrange the same itinerary, hoping to solve this problem. The engineer began to write down all the details of what happened from the beginning to the present, such as the time, the type of oil used by the car, the time when the car drove out and back? Based on the data, he came to a conclusion, the man spent on buying vanilla ice cream. The time is less than other flavors.

Why? The reason is that there is a problem with the internal settings of this ice cream shop. Because vanilla ice cream is the best-selling flavor among all flavors, in order to allow customers to get it quickly every time, the store specially displays the vanilla flavor in a separate freezer and places the freezer at the front of the store; as for other flavors It is placed at the back end far away from the cashier.

Now, the question that engineers want to know is why does this car shudder when the time from shutdown to reactivation is short? The reason is very clear, and it is definitely not because of vanilla ice cream. The engineer quickly thought that the answer should be "steam lock". Because when this friend bought other flavors, because it took a long time, the engine had enough time to dissipate heat, and there was no big problem when restarting. But when buying the vanilla flavor, because it took less time, the engine was too hot to allow the vapor lock enough time to dissipate.

Enlightenment Even if some problems seem really crazy, sometimes they still really exist; if we look at any problem every time and think calmly to find solutions, these problems will It will look simpler and less complicated. So when you encounter a problem, don't just react by saying it's impossible without putting in some sincere effort.

Those who work on quality must first believe in customer complaints. No one is bored and finds someone to complain to! Customers who complain are the real returning customers or have a sincere customer attitude. !If everyone has this attitude, why worry about the company not running well! One of the quality improvement tools, the brainstorming method, is a method and quality of saying everything you know, saying everything, and taking no responsibility for the speaker when analyzing problems. Management principles? Fact-based decision-making methods? The idea is also reflected in this example. ;