零缺陷管理的基本原理（一）
<span lang="EN-US" style="COLOR: #00006f; FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"><ul type="disc"><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;"><span lang="EN-US" style="COLOR: #00006f; FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"><span><strong>Crosbyism的基本原理（一）</strong></span></span></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">工作原理：</span><span style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">工作</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> = </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">（业务</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> + </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">关系）</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> × </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">哲学</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">开车理论：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">一次做对</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">“</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">三要素</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">”——</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">控制系统、保证体系和运营管理</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">克劳士比成本曲线：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">质量提高，成本降低；速度提升，成本下降</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">质量免费原理：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">内部一致性带来成本的降低，符合客户要求则会扩大市场份额、产生溢价</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">文化杠杆原理：</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> F=CER×Ctr </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">，即：卓越绩效</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">F = </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">（文化成熟度</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">C × </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">效能</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">E × </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">关系</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">R</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">）</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> × </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">一次做对率</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">Ctr <p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: black; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">完整性质量理论：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">质量是组织的骨骼，财务是组织的血液，关系是组织的灵魂</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"><p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">质量代价原理：</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> PONC=COST– EFC – POC, </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">即：质量代价</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> = </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">总成本</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> – </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">无失误运作成本</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> – </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">质量成本</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">精灵通则：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">创建可信赖的组织的基本要求</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">—— PERI </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">：政策（</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> P </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">）、教育（</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> E </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">）、要求（</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> R </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">）和坚持（</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;"> I </span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">）</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">管理成熟度方格：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">不确定期；觉醒期；启蒙期；智慧期和确定期</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">企业健康诊断方格：</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">质量（</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">PONC</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">值）；增长（税后收益）；客户（客户对订单的抱怨率）；变化（诚信系统可控的变化）；员工（员工流动率）</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
<p></p></span></li><li class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; COLOR: #333333; LINE-HEIGHT: 13.5pt; TEXT-ALIGN: left; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-pagination: widow-orphan; mso-list: l0 level1 lfo1; tab-stops: list 36.0pt;"><span style="COLOR: #00006f; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">领导法则：清楚的</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: Arial;">议程；个人的哲学；培育关系；全球化</span><span lang="EN-US" style="FONT-FAMILY: Arial; mso-font-kerning: 0pt; mso-bidi-font-size: 10.5pt;">
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