The Assessment Model And Implementation For Quality Performance

Continuous performance improvement is the eternal pursuit of organizations. Quality Performance (QP) assessment is a systematic management tool to improve quality and upgrade performance, and its theory research also becomes hot topic in quality management area. QP assessment needs a model and some methods to be the basis of evaluation. Whether the results of QP assessment actually reflect an organization's situation or not depends on the validity of model and the rationality of methods. According to the literatures of domestic and abroad, most of researches more focus on the structure of QP assessment and less focus on assessment methods. Many different models have been presented from different view. Among these different models, all kinds of national or regional Quality Award (QA) models and ISO9004 standard have got widely recognized and the QA models are also applied widely. Most of the literatures of methods research for QP assessment focus on the measuring approach, so an effective measurement, diagnosis and decision-making system for QP assessment has not been formed yet.This paper mainly focuses on the systematic research of QP assessment model and its methods, sets up the system of QP assessment. First, the QP assessment model and indicators based on lSO9004 standard are set up by comparing ISO9004 with some quality awards so as to establish the basis for assessment methods. Second, aimed at both the characteristics of multi-levels and multi-indicators and the uncertainty of information in QP assessment, a revised ER approach based on D-S theory in multiple-attribute decision-making (MADM) under uncertainty is presented. This revised approach is further applied to the system of QP assessment, and the measuring and synthesizing of multi-indicators are implemented by the use of Fuzzy Comprehensive Judgment and Group Decision technique. The decision-making model is set up by utility theory so as to analyze and compare the ER synthesizing results in QP assessment, and the diagnosing methods in multi-levels structure are provided. Therefore, the methods of measurement, diagnosis and decision-making for QP assessment based on the D-S theory are formed. For the measurement and improvement of QP efficiency, the evaluation and diagnosis models of QP efficiency are set up by the use of Data Envelopment Analysis (DEA). A diagnosis model under uncertainty for QP assessment is set up by the use of Grey Relational Analysis. The models and methods given by this paper are further illustrated by means of case study or empirical research. Therefore, a measurement, diagnosis and decision-making system for QP assessment is formed.The important features and new ideas in this dissertation are as follows:(1) Based on ISO9004 standard and benefited from the design of causality in QA model, the model and indicators system for QP assessment are set up. The model reveals the ISO9004 standard system clearly and straight by eight modules, the relationship between eight modules is set up by the improving cycle of Quality Management System(QMS) and the causal relation between QMS and its results. The model and indicators system in this paper integrate the advantages of QA models and ISO9004 standard, stand out the characteristics of systematization and continuous improvement of QP assessment, and establish the theory basis for the research of QP methods.(2) A revised ER approach in MADM under uncertainty is presented based on D-S theory. Aimed at the uncertain information in QP assessment and the shortage of D-S synthesizing rule, according to the complete or incomplete of attributes assessment, a revised ER approach is presented by the rational assigning of evidence conflicts between known and unknown propositions. This new ER approach provides a theory basis for the synthesizing of multi-levels and multi-indicators.(3) The system of assessment and decision-making of QP based on ER is formed. The uncertain or unknown information in QP assessment can be dealt with by the use of the revised ER approach and the methods of Fuzzy Comprehensive Judgment and Group Decision technique, the computing methods of mass function and indicator's weight are presented. Then, a valid technique is established for the measurement of qualitative indicators and the synthesizing of multi-indicators.(4) Based on the ER synthesizing results, the models for QP assessment and diagnosis based on input/output are set up. The assessment and diagnosis methods for QP efficiency are presented by using DEA ordering model and composite DEA method. Based on the extension of general Grey Relational Grade formula in the case of real number series, a diagnosis model for QP assessment under uncertainty is set up so as to diagnose the main factors that influence the "result" in QP assessment. Then, the measurement, diagnosis and improvement for QP effectiveness and efficiency can be implemented wholly.This paper, in which the model for QP assessment is set up and the methods for QP assessment are developed, is aim to establish the system for QP assessment which is on the basis of Quality Awards and ISO9004 standard. The significance of this topic is as follows: 1) The model for QP assessment based on ISO9004 standard makes a breakthrough which is traditionally limited in quality award models, provides a new choice for organizations to implement QP assessment, and also provides guidance for the application of ISO9004 standard. 2) The methods based on ER for QP assessment and decision-making better deal with the measurement of qualitative indicators and the synthesizing of multi-indicators, not only provide an approach for the QP assessment based on ISO9004 standard, but also provide an improvement technique to deal with the subjectivity in QA assessment. 3) The establishment of the measurement, diagnosis and decision-making system for QP assessment presents a valid tool for organization's self-assessment so as to identify its key improvement areas, decide the investment of organization resources and make decision based on facts. The main findings in this paper develop the methods for QP assessment and provide a systematic way to measure, diagnose and analyze QP assessment.