1. ǰÁúÀ̶õ? ǰÁú°ü¸®¶õ?

    ¿ì¸®´Â Á¦Ç°À» ±¸¸ÅÇϰųª »ç¿ëÇÒ ¶§ Á¦ÀÏ ½Å°æÀ» ¾²´Â ºÎºÐÀº ¿ª½Ã ǰÁúÀÌ´Ù. ±â¾÷ÀÌ ±â¼úÀûÀÎ ºÒÈ®½Ç¼º°ú ½ÃÀåÀÇ ºÒÈ®½Ç¼º¿¡ ´ëÃ³ÇØ ³ª°¡´Âµ¥µµ Á¦ÀÏ Áß¿äÇÑ ¿ä¼Ò°¡ ǰÁú(Quality)ÀÌ´Ù. ±×·¸´Ù¸é ǰÁúÀ̶õ ¹«¾ùÀ» ¸»Çϴ°¡?
    ǰÁú¿¡ °üÇÑ Áø¼ú°ú ǰÁú¿¡ °üÇÑ »ç·Ê¸¦ µé¾îº¸ÀÚ.

    (1) ǰÁú¿¡ ´ëÇÑ »ç·Ê


    ÀÌ»óÀÇ ¸®½ºÆ®¿¡¼­ º¸µíÀÌ Ç°Áú¿¡ ´ëÇÑ À̾߱⸦ ´Ü¼øÇÏ°Ô ÇÒ ¼ö ¾ø´Ù. Á¦Ç°ÀÇ Ç°ÁúÀ» º¸´Â µ¥´Â ¿©·¯°¡ÁöÀÇ Ãø¸éÀÌ ÀÖ°í, ǰÁú¿¡ °ü°èÇÏ´Â ÀÌÇØ ´ç»çÀÚ°¡ ´Ù¸£¸ç, ǰÁúÀÌ ÃæÁ·½ÃÄÑ¾ß ÇÒ ¿ä°Çµµ ¿©·¯ Ãø¸é¿¡¼­ º¼¼ö Àֱ⠶§¹®ÀÌ´Ù. Áï ǰÁúÀ» º¸´Â °üÁ¡À» ¾Æ·¡¿Í °°ÀÌ ³ªÅ¸³¾ ¼ö ÀÖ´Ù .

    (2) ǰÁúÀ» º¸´Â °üÁ¡

    Project #1.

    »ç¿ëÁßÀÎ Á¦Ç°(¿¹ ÄÄÇ»ÅÍ)À̳ª Áñ°Ü ÀÌ¿ëÇÏ´Â ¼­ºñ½º(¿¹:»ß»ß) ¸¦ Çϳª ¼±ÅÃÇÏ¿© ǰÁú¿¡ °üÇÑ »ç·Ê¸¦ ³ª¿­Çϰí, ±× ǰÁúÀ» º¸´Â °üÁ¡À» ±â¼úÇØ º¸½Ã¿À.

    (3) ǰÁú°ú ǰÁú°ü¸®¿¡ ´ëÇÑ Á¤ÀÇ

    ǰÁúÀ̶õ Ư¡ÀûÀÌ°í º»ÁúÀûÀΠƯ¼º(property), ³»ÀçÀûÀΠƯÁú(essential nature), ¼ºÁú, ¿ë·®, ¿ªÇÒ µîÀ» ¸»ÇÑ´Ù. ¶ÇÇÑ Ç°ÁúÀº ¿ì¼ö¼ºÀÇ Á¤µµ, µî±Þ, ¿ì¿ù¼º(excellecncy or superiority)¸¦ ¸»ÇÑ´Ù. ǰÁú°ú ºñ½ÁÇÑ ¶æÀ» ¾²ÀÌ´Â ¾îÈַμ­ property, character, attribute µîÀÌ ÀÖ´Ù. ±×·¯³ª ÀÌ·¯ÇÑ ¿ë¾î´Â ÀϹÝÀûÀÎ ¾îÈÖÀÇ ¶æÀ¸·Î ¾²À̰í, Á¦Ç°°ú ¼­ºñ½º¿¡ ±¹ÇÑÇØ¼­ ¾Æ·¡¿Í °°ÀÌ Á¤Àǵǰí ÀÖ´Ù. (I) Quality is what the customer says. Quality is the satisfaction of needs and fitness to use, or conformance to requirements and specifications, which is judged by ultimately by the customers. Customers may be the final consumer, a merchant, a maintenance shop or a a down stream manufacturing operation process.
    (ii) P.B.Crosby(1979): "Quality is conformance to requirements or specifications."
    (iii) J.M. Juran(1974): "Quality is fitness for use."
    Juran emphasizes that requirements and specifications translate fitness for use into measurable quantities. quality does not necessarily mean high quality, quality means uniformity, consistency, and conformity to a standard or specification.
    (iv) ANSI/ASQC(1978): "Quality is the totality of features and characteristics of a product or services that bear on its ability to satisfy given needs."
    (v) A.V. Feigenbaum(1988): Product and service quality is defined as :
    "The total composite product and service characteristics of marketing, engineering, manufature, andmaintenace through which the product and service in use will meet the expaectations of the customer." (Á¦Ç°°ú ¼­ºñ½º¿¡ ´ëÇÑ °í°´ÀÇ »ç¿ë»óÀÇ ±â´ë¸¦ ÃæÁ·½ÃŰ´Â ¼³°è ¹× Á¦Á¶, À¯Áö º¸¼ö ¹× ¸¶ÄÉÆÃÀÇ ÃÑü ¿¹: reliability, serviceability, maintainability: ½Å·Ú¼º, À¯Áöº¸Á¸¼º, ¼­ºñ½º µî)

    (4) ǰÁúÀÇ ¸Å°³¿ä¼Ò¿Í ǰÁú Ư¼º ?

    Á¦Ç°¿¡ ´ëÇØ¼­ ¼ÒºñÀÚ(»ç¿ëÀÚ) ´Â ¿©·¯°¡Áö ±â´ë¸¦ ÇÑ´Ù(expectations) . ÀÌ·¯ÇÑ ±â´ë¸¦ »ý»êÀÚ°¡ ÆÄ¾ÇÇÑ °ÍÀ» ǰÁúÀÇ ¸Å°³¿ä¼Ò(quality parameters)¶ó°í ÇÑ´Ù. ǰÁúÀÇ ¸Å°³¿ä¼ÒµéÀº ´ëºÎºÐ ¼³°è´Ü°è¿¡¼­ ±¸ÇöµÇ¸ç, Á¦Ç°ÀÇ lifecycle µ¿¾È Æò°¡µÈ´Ù.
    ǰÁúÀÇ ¸Å°³¿ä¼Ò(quality parameters)
    ǰÁú Ư¼º(quality characteristics) ǰÁúÀÇ Æ¯¼ºÀ̶õ ¸Å°³¿ä¼Ò º°·Î ǰÁúÀ» ¾î´À Á¤µµ ´Þ¼ºÇÏ¿´´Â Áö¸¦ ÃøÁ¤ÇÏ°í ±â¼úÇÏ´Â ¼ºÁúÀ» ¸»ÇÑ´Ù. ¿¹¸¦ µé¸é ¹°¸®ÀûÀÎ Ä¡¼ö, ÀçÁú, ¼ºÁú, »ö»ó, Áú°¨, ¿ë·®, µîÀ¸·Î¼­ ¼öġȭÇÏ¿© ±Ô°ÝÈ­Çϰí Ç¥ÁØÈ­ÇÒ ¼ö ÀÖ´Â °ÍÀ» ¸»ÇÑ´Ù. µû¶ó¼­ ǰÁúÀÇ ¸Å°³¿ä¼Ò´Â ǰÁú Ư¼ºÀ¸·Î Ç¥ÇöµÇ¾î¾ß¸¸ ¼³°èÇϰí ÃøÁ¤Çϰí, °ü¸®ÇÒ ¼ö ÀÖ´Ù. µû¶ó¼­ Åë°èÀû ǰÁú °ü¸®¿¡¼­´Â ǰÁúÀÇ Æ¯¼ºÀ» ´Ù·é´Ù.
    1. ¹°¸®Àû Ä¡¼ö(dimension): ±æÀÌ, ¹«°Ô, ¿ë·®, ÀÎÀå°­µµ
    2. °¨°¢Àû Ư¼º: ¸À, ³¿»õ, »ö»ó
    3. Áö°¢Àû Áö¼ö: ½Å·Úµµ, À¯Áöº¸Á¸¼º, À¯¿ë¼º (reliability, maintaainability, serviceability, availability)
    4. ±â´ÉÀû Áö¼ö: È¿À²¼º, È¿°ú¼º, ¼º´É (efficiency, effectiveness, performance, input, output)

    Project #2

    ´ÙÀ½ ǰÁú Ư¼ºÀº À§ÀÇ ¾î´À °Í¿¡ ÇØ´çÇϴ°¡?
    1. ÀÚµ¿Â÷ÀÇ ¿¬ºñ
    2. ÀÚµ¿Â÷ÀÇ ÃÖ´ë ¼Ó·Â
    3. Æó¼öó¸® ¼³ºñ°¡ ó¸®ÇÒ ¼ö ÀÖ´Â Æó¼öÀÇ Á¾·ù
    4. ÇÁ·¹½º ±â°èÀÇ ºÐ´ç ÇÁ·¹½º Ƚ¼ö,
    5. ¿¤¸®º£ÀÌÅÍ °­Ã¶ ¿ÍÀ̾îÀÇ °­µµ,

    (5)ǰÁúÀÇ 4°¡Áö ¿ä¼Ò

    1. ¼³°èǰÁú(Quality of design)
    2. Á¦Á¶Ç°Áú(Quality of production)
    3. »ç¿ëǰÁú(Quality of sales, uses and services)
    4. ºÎ´ëǰÁú(Quality of residual effects)
    ¼³°èǰÁúÀ̶õ ¼ÒºñÀÚÀÇ ¿ä±¸¸¦ ºÐ¼®ÇÏ¿© Á¦Ç°À¸·Î ¼³°èÇϰí, Á¦Ç° ±âȹ, ǰÁú±âȹ °úÁ¤¿¡¼­ °áÁ¤µÇ´Â Á¦Ç°ÀÇ µî±Þ°ú Á¦Ç°ÀÇ ÀáÀçÀû ǰÁúÀ» ¸»ÇÑ´Ù. ÀÌ ¼³°èǰÁú¿¡¼­ »ç¿ë¿¡ÀÇ ÀûÇÕ¼º(fitness for use)°¡ ǰÁúÀÇ ¸Å°³¿ä¼Ò·Î ÆÄ¾ÇµÇ°í, ±×°ÍÀ» ǰÁúÀÇ ¿ä°ÇÀ̳ª ±Ô°ÝÀ¸·Î ÀüȯÇÏ¿© ¼³°èÇϰí ÃøÁ¤ÇÏ°í °ü¸®ÇÒ ¼ö ÀÖ´Â ´ë»óÀ¸·Î ¹Ù²ï´Ù. ¼³°è ǰÁúÀ» ³ôÀ̸é, Á¦Ç°ÀÇ µî±ÞÀº ¿Ã¶ó °¡°ÚÁö¸¸ Á¦Ç°ÀÇ Àüü °¡°ÝÀº »ó½ÂÇÏ°Ô µÈ´Ù.

    Á¦Á¶Ç°ÁúÀº ¼³°èǰÁú¿¡¼­ Á¤ÇØÁø ±Ô°Ý(specification)ÀÌ Á¦Á¶°úÁ¤¿¡¼­ Á¦Ç°¿¡ ÃæÁ·µÈ Á¤µµ¸¦ ³ªÅ¸³»´Â °ÍÀ» ¸»ÇÑ´Ù.

    »ç¿ëǰÁúÀº À¯Çü ¹«ÇüÀÇ Á¦Ç°ÀÌ Àü´Þ(delivery)µÇ´Â °ÍÀ» ¸»ÇÑ´Ù.

    ºÎ´ëǰÁúÀº Á¦Ç°ÀÇ »ý»ê, »ç¿ë Æä±â °úÁ¤¿¡¼­ Á÷Á¢, °£Á¢À¸·Î ³ªÅ¸³ª´Â È¿°ú¸¦ ¸»ÇÑ´Ù.

    (5)ǰÁú ºñ¿ë(quality costs)

    ǰÁú¿¡ °ü·ÃÇÏ¿© ¹ß»ýÇÏ´Â ºñ¿ëÀº Å©°Ô ¼¼°¡Áö·Î ±¸ºÐÇÏ¿© °ü¸®ÇÒ ¼ö ÀÖ´Ù. ¿¹¹æºñ¿ë, Æò°¡ºñ¿ë, ½ÇÆÐºñ¿ë(³»Àû ½ÇÆÐºñ¿ë, ¿ÜÀû ½ÇÆÐºñ¿ë)
    ¿¹¹æºñ¿ë(preventive costs)Àº ¼³°èǰÁúÀ» Á¦Á¶Ç°Áú¿¡ ±¸ÇöÇϱâ À§ÇØ Á¦Á¶°úÁ¤ÀÇ Ãʱâ´Ü°è¿¡ ¼ö¹ÝµÇ´Â ºñ¿ëÀ» ¸»ÇÑ´Ù.
    Æò°¡ºñ¿ë(appraisal costs)Àº »ý»ê Á¦Ç°ÀÌ Á¤ÇØÁø ±Ô°Ý°ú ÀÏÄ¡ÇÏ´Â Áö È®ÀÎÇÏ´Â µ¥ ÃøÁ¤, Æò°¡, °Ë»çÇÏ´Â µ¥ ¼Ò¿äµÇ´Â ºñ¿ëÀ» ¸»ÇÑ´Ù.
    ½ÇÆÐºñ¿ë(failure costs)Àº ³»ºÎ ½ÇÆÐºñ¿ë°ú ¿ÜºÎ ½ÇÆÐºñ¿ëÀ¸·Î ³ª´¶´Ù. ³»ºÎ ½ÇÆÐ ºñ¿ëÀº Á¦Ç°ÀÇ ÆÇ¸Å ÀÌÀü¿¡ ºÎÀûÇÕÇÑ Àç·á, ºÎǰ, ±â°è°íÀåÀ¸·Î ÀÎÇÑ Ç°Áú ½ÇÆÐ·Î ÀÎÇÑ ÀçÀÛ¾÷, ¼ö¼±, Æó±â, ¼±º° µî¿¡ ¹ß»ýÇÏ´Â ºñ¿ëÀ» ¸»ÇÑ´Ù. ¿ÜºÎ ½ÇÆÐºñ¿ëÀº Á¦Ç°ÀÌ ÃâÇÏÇÑ ÈÄ ¹ß»ýÇÏ´Â Á¦Ç° º¸Áõ, ¹«»ó ¼ö¸®, ¹Ýȯ, Ã¥ÀÓ ¼ö¸® µî¿¡¼­ ¹ß»ýÇÏ´Â ºñ¿ëÀ» ¸»ÇÑ´Ù.

    Project #3

    ¾Õ¿¡¼­ ¾ð±ÞÇÑ (1) ǰÁú¿¡ °üÇÑ »ç·Ê ÀÇ °¢°¢ÀÇ ±â¼úÀº À§ÀÇ Ç°ÁúÀÇ 4°¡Áö ¿ä¼Ò Áß ¾î´À °Í¿¡ ¹ÐÁ¢È÷ °ü·ÃµÇ¾î Àִ°¡? ºñ¿ëÀÌ ¹ß»ýÇÏ¿´´Ù¸é ǰÁúºñ¿ë Áß ¾î´À °Í¿¡ ÇØ´çÇϴ°¡?

    ¿¹: À¯¸í ºê·£µå ƼÀÇ ¼Ò¸Å ±æÀ̰¡ ¼­·Î ´Ù¸¥´Ù. (Á¦Á¶Ç°Áú, ¿ÜºÎ ½ÇÆÐ ºñ¿ë))

    ¼¼Å¹ÈÄ ¼Ò¸Å°¡ ÁÙ¾ú´Ù.( »ç¿ëǰÁú, Á¦Á¶ ǰÁúÀÇ ¿øÀÚÀç ǰÁú, ¿ÜºÎ ǰÁú ½ÇÆÐ ºñ¿ë)

  2. ǰÁú°ü¸®¶õ?

    ǰÁú°ü¸®¶õ ǰÁúÀÇ Æ¯¼ºÀ» Á¤ÇØÁø ±Ô°Ý¿¡ ÀÏÄ¡Çϵµ·Ï Çϴ Ȱµ¿À» ÇùÀÇ·Î Á¤ÀÇÇÒ ¼ö ÀÖ´Ù.
    Feigenbaum ÀÌ Á¤ÀÇÇÏ´Â Á¾ÇÕÀû ǰÁú°ü¸®(Total Quality Control)À̶õ ¼ÒºñÀÚÀÇ ¿ä±¸¸¦ ¿ÏÀüÈ÷ ÃæÁ·½Ã۵µ·Ï Á¦Ç°°ú ¼­ºñ½º¸¦ °¡Àå °æÁ¦ÀûÀ¸·Î ¼³°è ¹× °³¹ß(engineering) Çϰí, Á¦Á¶, ÆÇ¸Å ¹× ¼­ºñ½º ÇÒ ¼ö ÀÖµµ·Ï ǰÁúÀÇ °³¹ß, º¸Á¸, °³¼±ÇÏ´Â ±â¾÷ÀÇ ¸ðµç Á¶Á÷ÀÇ ³ë·ÂÀ» ¿¬´ë(integrating)ÇÏ´Â È¿°úÀûÀÎ ½Ã½ºÅÛÀ» ¸»ÇÑ´Ù.
    W. E. Deming: "Åë°èÀû ǰÁú°ü¸®¶õ ÃÖ°íÀÇ »ç¿ë°¡Ä¡¿Í ½ÃÀ强À» °¡Áø Á¦Ç°À» °¡Àå °æÁ¦ÀûÀ¸·Î »ý»êÇϱâ À§ÇØ »ý»êÀÇ Àü´Ü°è¿¡¼­ Åë°èÀû µµ±¸¿¡ ±âÃʸ¦ µÐ ¼ö´Ü ºÎ¹®" À̶ó°í Á¤ÀÇ

    Project # 4

    1. Crosby, Juran, Fegenbaum ÀÇ Ç°Áú¿¡ ´ëÇÑ Á¤ÀǸ¦ °¢°¢ Àû¾î¶ó.
    2. À§¿¡¼­ Á¤ÀÇÇÑ Ç°Áú°ú ǰÁú°ü¸®¿¡ ´ëÇÑ Á¤ÀǸ¦ ±âÃʷΠǰÁúÀ» ³ª¸§´ë·Î Á¤ÀÇÇØ º¸¶ó.
    3. ǰÁúÀ» Á¤ÀÇÇÏ´Â µ¥ ²À ÇÊ¿äÇÑ °³³ä°ú À» ³ª¿­ÇØ º¸¶ó.
    4. ǰÁú¿¡ ´ëÇÑ Á¤ÀÇ¿¡¼­ ´ÙÀ½ÀÇ °³³äÀ» ¼³¸íÇ϶ó. ÀûÇÕ¼º(conformity), requirements, specifications, fitness for use, marketing, engineering, manufacturing, economical(°æÁ¦Àû), characteristics(Ư¼º).
    5. ǰÁúÀ̶õ ÃÑüÀûÀÎ ¿ì¼ö¼º(excellency in total) À̶ó°í Á¤ÀÇÇÑ´Ù¸é, ¿ì¼ö¼ºÀ» ³ªÅ¸³»´Â °³º° Ư¼ºÀ» Àû¾î¶ó.