质量体系或质量改进过程的两个主要目的是:提高顾客满意度,降低与差错或缺陷相关的成本。实际上,组织想要提高顾客满意度的原因是扩大产品销售量,增加利润,这都归结到了钱。它使我们感悟到质量成本理念的重要性。它不但是管理和投资领域的术语,也是质量体系成功与否的衡量指标。费根堡姆博士在担任 GE 位于纽约州东部斯卡奈塔第市的工厂的质量主管期间,意识到将诸如缺陷百分比、单位缺陷量、废品率、返工率等质量缺陷转换成金钱来表述 The two main goals of the quality system or quality improvement process are: to increase customer satisfaction and to reduce the costs associated with errors or defects. In fact, the reason why organizations want to increase customer satisfaction is to expand their product sales and increase their profits, all of which are attributed to money. It makes us realize the importance of quality cost concept. It is not only a term in management and investment, but also a measure of the success of a quality system. During his tenure as GE’s Quality Assurance at GE’s plant in Skanetati, eastern New York, Dr. Fegangenbm realized that converting quality defects such as percent defects, unit defects, rejects, rework rates, etc., into money