通过多年对各种管理理论和先进方法的学习,海尔在提高产品质量与可靠性、增强顾客满意度、降低成本、改善经营绩效和塑造质量文化方面取得了明显的成效。基于自身实践,在开展质量管理的过程中如何对众多方法进行取舍,建立具有企业特色的质量管理体系,成为企业所面临的紧迫任务。一、零缺陷体系的构筑过程针对市场竞争的异常激烈、顾客需求的不断变化,企业引入了“零缺陷”管理理念。在确定“零缺陷”战略的基 Through years of studying various management theories and advanced methods, Haier has made remarkable achievements in improving product quality and reliability, enhancing customer satisfaction, reducing costs, improving business performance and shaping quality culture. Based on its own practice, how to choose many methods in the course of carrying out quality management and establish a quality management system with enterprise characteristics has become an urgent task for enterprises. First, the process of building a zero defect system In response to the fierce market competition, changing customer needs, the introduction of the enterprise “zero defect ” management philosophy. In determining the “zero defect” strategy based