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论文编号：	10802
作者编号：	2120163012
上传时间：	2018/12/11 13:14:28
中文题目：	奥的斯公司阶段性质量保证策略研究
英文题目：	Research on Phased Quality Assurance Strategy of Otis Elevator Company
指导老师：	李国林
中文关键字：	电梯制造企业;质量保证;失效模式与后果分析;过程能力;工地认证
英文关键字：	Elevator Manufacturing Enterprise;Quality Assurance;FMEA;Process Capability;Field Certification
中文摘要：	随着经济的发展和城市化建设的深入，我国已经逐渐成为世界上最大的电梯生产国和消费国。与此同时，电梯属于国家立法管理的特种设备之一，但是由于厂商，业主，或是使用人的不同原因，有可能导致电梯的运行状况与预期相差甚远，甚至存在危及公众的生命和财产安全的可能性，近年来电梯故障造成人员伤亡的事故频频被媒体报道，电梯的质量和可靠性也成为了舆论的焦点。因此，如何对电梯产品的各个环节进行质量控制与质量管理从而保证电梯的可靠运行和乘客的安全成为了电梯企业面临的最重要的难题。 本文在阐明研究背景、意义，并对相关理论进行回顾的基础上，针对电梯行业状况及奥的斯公司现有的质量保证策略进行分析，并按照电梯价值流的四个阶段——设计，制造，安装与维保分别进行研究，通过对各个阶段的过程与质量目标进行分析，提出了各个阶段宜采用的质量保证方法，并提出以失效模式与后果分析（FMEA）为质量保证的核心，以确保在电梯价值流全过程中保持统一的质量目标，最终达到交付合格产品，提升客户满意度的质量保证策略，并加以实例验证。 同时提出以过程能力与流程认证的方法为主体在各个阶段控制其输出的质量水平，在每个阶段，首先将过程控制方法引入到输入、实施及输出三个部分，详细地描述出不同过程控制的内容。然后对过程的质量控制点进行识别，找出关键过程。最后采用不同质量手段，奥的斯的ACE（获取竞争优势）工具，结合事例分析，从人、机、料、法、环、测六个方面，分析各阶段过程存在的主要质量问题的根源，并提出改进的对策和建议。 本文关于电梯价值流的四个阶段过程的描述，对关键过程和质量控制点的选择以及主要质量问题根源的分析对于电梯或类似行业的质量提高具有实用价值，能助力这类企业合理制定和选择质量保证策略，推动持续改善，提高客户的满意度。
英文摘要：	With the rapid economic development and deepening urbanization, China has quickly become the world's largest elevator producing and consuming country. Usages of elevators in China are managed by a government agency named “Special Equipment Management and Supervising Bureau”. For reasons from the manufacturers themselves to the general users, proper management of elevators is still far from perfection, while life and property safety of the public may be still jeopardized. Casualties and incidents caused by elevator failures in recent years have been frequently reported by the media, and quality as well as reliability of elevators have become the focus of public opinion. Therefore, how to carry out quality control and quality management on all aspects of elevator products to ensure the reliable operation of elevators and the safety of passengers has become the most important challenge faced by elevator industry. Starting from literature review, this paper analyzes the status of elevator industry and Otis Elevator Company’s' existing quality assurance strategy, which is a clear four steps process: design, manufacturing, installation and maintenance. Through the analysis of process and quality objectives of each stage, the quality assurance methods that should be adopted at each stage are proposed, and the failure mode and effects analysis (FMEA) is suggested as the core of quality assurance, which ensures that a consistent quality goal is maintained throughout the elevator value stream, ultimately achieving a quality assurance strategy for delivering qualified products and improving customer satisfaction. In each of the four stages, various examples were introduced to validate the theory. Meanwhile, the application of process capability and process certification are proposed to control quality level of its output at each stage. The process control method is first introduced into the input, implementation and output sections to describe different process controls in detail content. The process's quality control points are then identified to determine the key processes. Finally, using different quality means, for example, the Otis ACE (Achieving Competitive Excellence) tools, combined with case analysis, analyzes the main quality of each stage process from six aspects: human, machine, material, methodology, environment and inspection. In this paper, description of the four-stage process of elevator value flow, selection of key processes and quality control points, and the analysis of the root causes of major quality problems have practical value for the quality improvement of elevators or similar industries, which can help such enterprises to rationally formulate and select such quality assurance strategies to drive continuous improvement and increase customer satisfaction.
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