现场管理三大工具：标准化、目视管理和管理看板

一、 标准化

　　标准化是企业提升管理水平的两大车轮之一，是企业追求效率、减少差错的重要手段。

标准化的四大目的

　　在工厂里，所谓制造就是以规定的成本、规定的工时，生产出品质均匀，符合规格的产品。要达到上述目的，如果制造现场之作业如工序的前后次序随意变更，或作业方法或作业条件随人而异有所改变的话，一定无法生产出符合上述目的的产品。因此必须对作业流程、作业方法、作业条件加以规定并贯彻执行，使之标准化。

　　标准化有以下四大目的，技术储备，提高效率，防止再发，教育训练。标准化的作用主要是把企业内的成员所积累的技术、经验通过文件的方式来加以保存，而不会因为人员的流动，整个技术、经验跟着流失。达到个人知道多少，组织就知道多少，也就是将个人的经验（财富）转化为企业的财富；更因为有了标准化，每一项工作即使换了不同的人来操作，也不会在效率和品质上出现太大的差异。

　　如果没有标准化，老员工离职时，他将所有曾经发生过问题的对应方法、作业技巧等宝贵经验装在脑子里带走后，新员工可能重复发生以前的问题，即便在交接时有了传授，但凭记忆很难完全记住。没有标准化，不同的师傅将带出不同的徒弟，其工作结果的一致性可想而知。

　　良好标准的制定要求

　　很多企业都有这样或那样的标准，但仔细分析，你会发现许多标准存在操作性差、不明确等问题，例如，“要求冷却水流量适中”。什么是流量适中？不可操作。“要求小心的插入”，什么是小心？不可理解。其实，一个好的标准的制定是有要求的，要满足以下六点：

　　1． 目标指向。标准必须是面对目标的，即遵循标准总是能保持生产出相同品质的产品。因此，与目标无关的词语、内容请勿出现。

　　2． 显示原因和结果。比如“安全地上紧螺丝”。这是一个结果，应该描述如何上紧螺丝。又如，“焊接厚度应是3微米。”这是一个结果，应该描述为：“焊接工作施加3.0A电流20分钟来获得3.0微米的厚度”。

　　3． 准确。要避免抽象，“上紧螺丝要小心”，什么才算是要小心？不宜出现概念模糊的词语。

　　4． 数量化—具体。每个读标准的人必须能以相同的方式解释标准。为了达到这一点，标准中应该多使用图和数字。例如，使用一个更量化的表达方式，“使用离心机A以100+/-50rpm转动5-6分钟的脱水材料”来代替“脱水材料”的表达。

　　5． 现实。标准必须是现实的，即可操作的。标准的可操作性非常重要。可操作性差是国内许多企业的通病。我们可以在许多企业车间的墙上看到操作规程、设备保养等标准，我们比较以下两个表，感受一下什么是可操作性。

下面是某企业的《空气压缩机操作规程》：

　　一、 操作人员应熟悉操作指南，开机前应检查油位、油位计。
　　二、 检查设定值，将压缩机运行几分钟，检查是否正常工作。
　　三、 定期检查显示屏上的读数和信息。
　　四、 检查加载过程中冷凝液的排放情况，检查空气过滤器，保养指示器，停机后排放冷凝液。
　　五、 当压力低于或高于主要参数表中限定值时，机组不能运行。
　　表一是某外资企业《设备月点检表》
　　表一 某某设备月点检表（每月一日实施，遇假顺延） 担当者 李四
设备 机能 机能零件 方法 判断基准 结果
　　凸缘压入 光鼓搬送 送PIN汽缸 目视 送PIN穴最大偏移3以内
　　左右凸缘压入 压入汽缸外筒 目视、手触 无外观龟裂、变形
　　压入汽缸本体 听音、手触 无空气泄露
　　剂滴下位置及吐出量 左右平衡筒外筒 目视、手触 能平缓运动
　　左右平衡筒本体 1#专用工具、手触 OR值小于1，开放时指示O点

　　6． 修订。标准在需要时必须修订。在优秀的企业，工作是按照标准进行的，因此标准必须是最新的，是当时正确的操作情况的反映。永远不会有十全十美的标准。在以下的情况下修订标准：

　　内容难，或难以执行定义的任务；
　　当产品的质量水平已经改变时；
　　当发现问题及改变步骤时；
　　当部件或材料已经改变时；
　　当机器工具或仪器已经改变时；
　　当工作程序已经改变时；
　　当方法、工具或机器已经改变时；
　　当要适应外部因素改变时；
　　当法律和规章已经改变时；
　　标准（ISO等）已经改变。

　　二、 目视管理

　　目视管理实施的如何，很大程度上反映了一个企业的现场管理水平。无论是在现场还是在办公室，目视管理均大有用武之地。在领会其要点及水准的基础上，大量使用目视管理将会给企业内部管理带来巨大的好处。

　　高效率的管理方法

　　管理对管理者而言也许体现了优越感，但对被管理者来说并不是一件愉快的事情，“尽量减少管理，尽量自主管理”这一符合人性要求的管理法则，只有在目视管理中才能发挥的淋漓尽致。实施目视管理，即使部门之间、全员之间并不相互了解，但通过眼睛观察就能正确地把握企业的现场运行情况，判断工作的正常与异常，这就能够实现自主管理目的。省却了许多无谓的请示、命令、询问，使得管理系统能高效率的运作。

　　对错一目了然的方法

　　很多企业的管理规章制度只是留在文件上，殊不知不用看文件，在现场就能判定对错对现场管理来说是多么的重要。
　　目视管理的水准
　　目视管理可以分为3个水准：
　　初级水准：有表示，能明白现在的状态
　　中级水准：谁都能判断良否
　　高级水准：管理方法（异常处理等）都列明

　　三、 管理看板

　　管理看板是发现问题、解决问题的非常有效且直观的手段，尤其是优秀的现场管理必不可少的工具之一。

　　管理看板是管理可视化的一种表现形式，即对数据、情报等的状况一目了然的进行的透明化的管理活动。它通过各种形式如标语、现况板、图表、电子屏等把文件上、脑子里或现场隐藏的情报揭示出来，以便任何人都可以及时掌握管理现状和必要的情报，从而能够快速制定并实施应对措施。

　　按照责任主管的不同，一般可以分为公司管理看板、部门车间管理看板和班组管理看板三类。（如下表所示）

　　区分 公司管理看板 部门车间管理看板 班组管理看板
　　责任主管 高层领导 中层管理干部 基层班组长
　　常用形式 各种ERP系统大型标语/镜框匾/现况板移动看板 标语/现况板/图表移动看板/电子屏 现况板/活动板图表/移动看板活动日志/
　　项目内容 企业愿景或口号企业经营方针/战略质量或环境方针核心目标指标目标分解体系图部门竞赛评比企业名人榜企业成长历史大型活动展示员工才艺展示总经理日程表生产销售计划 部门车间口号部门方针战略公司分解目标指标费用分解体系图PQCDSM月别指标设备MTBF/MTTR改善提案活性化班组评比目标考核管理QC工序基准部门优秀员工部门日程表进度管理板员工去向板部门生产计划安全保健现况板 区域分担图清扫责任表小组活动现况板设备日常检查表定期更换板活动日志变更点管理作业指导书个人目标考核管理班组管理现状报表物品状况板TPM诊断现状板

　　目视管理的应用案例与实施办法

　　目视管理实施得如何，很大程度上反映了一个企业的现场管理水平。无论是在现场，还是在办公室，目视管理均大有用武之地。在领会其要点及水准的基础上，大量使用目视管理将会给企业内部管理带来巨大的好处。

　　1、 目视管理就是通过视觉导致人的意识变化的一种管理方法。
　　2、 目视管理三要点：
　　　　① 无论是谁都能判明是好是坏（异常）
　　　　② 能迅速判断，精度高
　　　　③ 断结果不会因人而异
　　在日常活动中，我们是通过“五感”（视觉、嗅觉、听觉、触摸、味觉）来感知事物的。其中，最常用的是“视觉”。据统计，人的行动的60%是从“视觉”的感知开始的。因此，在企业管理中，强调各种管理状态、管理方法清楚明了，达到「一目了然」，从而容易明白、易于遵守，让员工自主性地完全理解、接受、执行各项工作，这将会给管理带来极大的好处。
　　我们先举几个简单的事例：
　　•交通用的红绿灯
　　红灯停、绿灯行
　　•饮水机
　　红色开关表示热水，蓝色开关表示冷水
　　•排气扇上绑一根小布条，看见布条飘起即可知到正在运行

　　在商品已过剩的今天，生产企业需要从各个方面满足消费者的需求，其结果使得企业不得不进行多品种、少量、短交期的生产，从而导致对现场、现物的各种管理难度增大。而目视管理做为一种管理手段，能使企业全体人员减少差错、轻松地进行的各种管理工作。

　　国内某些企业在目视管理方面已经取得了较大的进步，不仅在工作现场开始较多地应用，而且在产品上也实施了目视管理，为客户带方便。例如，电脑上有许多形状各异的接口，有圆的、扁的、长的、方的，其目的就是防止插错。而我们公司前段时间购买的电脑上，其接口不仅形状各异，并且各接口是不同的颜色，各连接线的插头也是相应的颜色。这样只要看颜色插线，又快又准。又快又准既效率高、不易错正是很多情况下目视管理所带来的结果。

　　以人为本的工作方法 　　

　　笔者有一次去一家啤酒企业指导，当在某个设备上看到一百多个各种大小的阀门时，我问操作人员，你可以全部记下这些阀门什么时候关什么时候开吗？回答是可以。我再问有没有出现过错开或错关的情况。回答是偶尔有。这就对了，如果有人说从来就没有过我是不会相信的。该车间主任对我说，来这里上班的新工人看到这么多阀门会紧张一个月！我们许多管理者大谈“以人为本”，在现场到底什么是以人为本？同样的工作在不增加多少成本的情况下让我们的现场操作人员能更加轻松更加准确地完成好就是真正地以人为本。在仪表方面也是一样，当一个人面对几十个仪表，管理者根本就不能指望现场操作人员能全部记得什么范围内是正常什么范围内是异常。纸上考试100分与每天八小时盯着几十个仪表看完全是两回事。那么怎么实现现场操作人员能更加轻松更加准确地完成好工作的以人为本的方式呢，看看图1、图2就知道了。“以人为本”决不应停在口号上。

　　高效率的管理方法

　　对管理者来说，管理本身也许会带来优越感，但对被管理者来说却并不是件愉快的事情。“尽量减少管理、尽量自主管理”这一符合人性要求的管理法则，只有在目视管理中才能发挥得淋漓尽致。实施目视管理，即使部门之间、全员之间并不相互了解，但通过眼睛观察就能正确的把握企业的现场运行状况，判断工作的正常与异常，这就能够实现“自主管理”目的。省却了许多无谓的请示、命令、询问，使得管理系统能高效率地运作。

　　对错一目了然的方法

　　很多企业的管理规章制度只是留在文件上，殊不知不用看文件，在现场就能判定对错对现场管理来说是多么的重要。

　　目视管理的水准

　　目视管理可以分为3个水准：
　　① 初级水准：有表示，能明白现在的状态
　　② 中级水准：谁都能判断良否
　　③ 高级水准：管理方法（异常处置等）都列明

　　在许多企业里，通常只达到目视管理的初级水准，达到中级水准的已不多见，能达到高级水准的更是凤毛麟角。以下我们用一个事例来说明初、中、高3个水准的区别。

认识美国次贷危机

在美国，贷款是非常普遍的现象，从房子到汽车，从信用卡到电话账单，贷款无处不在。当地人很少全款买房，通常都是长时间贷款。可是我们也知道，在这里失业和再就业是很常见的现象。这些收入并不稳定甚至根本没有收入的人，他们怎么买房呢?因为信用等级达不到标准，他们就被定义为次级贷款者。

大约从10年前开始，那个时候贷款公司漫天的广告就出现在电视上、报纸上、街头，抑或在你的信箱里塞满诱人的传单：

“你想过中产阶级的生活吗?买房吧!”

“积蓄不够吗?贷款吧!”

“没有收入吗?找阿牛贷款公司吧!”

“首付也付不起?我们提供零首付!”

“担心利息太高?头两年我们提供3%的优惠利率!”

“每个月还是付不起?没关系，头24个月你只需要支付利息，贷款的本金可以两年后再付!想想看，两年后你肯定已经找到工作或者被提升为经理了，到时候还怕付不起!”

“担心两年后还是还不起?哎呀，你也真是太小心了，看看现在的房子比两年前涨了多少，到时候你转手卖给别人啊，不仅白住两年，还可能赚一笔呢!再说了，又不用你出钱，我都相信你一定行的，难道我敢贷，你还不敢借?”

在这样的诱惑下，无数美国市民毫不犹豫地选择了贷款买房。(你替他们担心两年后的债务?向来自我感觉良好的美国市民会告诉你，演电影的都能当上州长，两年后说不定我还能竞选总统呢。)

阿牛贷款公司短短几个月就取得了惊人的业绩，可是钱都贷出去了，能不能收回来呢?公司的董事长——阿牛先生，那也是熟读美国经济史的人物，不可能不知道房地产市场也是有风险的，所以这笔收益看来不能独吞，要找个合伙人分担风险才行。于是阿牛找到美国经济界的带头大哥——投行。这些家伙可都是名字响当当的主儿(美林、高盛、摩根)，他们每天做什么呢?就是吃饱了闲着也是闲着，于是找来诺贝尔经济学家，找来哈佛教授，用上最新的经济数据模型，一番鼓捣之后，弄出几份分析报告，从而评价一下某某股票是否值得买进，某某国家的股市已经有泡沫了，一群在风险评估市场里面骗吃骗喝的主儿，你说他们看到这里面有风险没?用脚都看得到!可是有利润啊，那还犹豫什么，接手搞吧!于是经济学家、大学教授以数据模型、老三样评估之后，重新包装一下，就弄出了新产品——CDO(注： Collateralized Debt Obligation，债务抵押债券)，说穿了就是债券，通过发行和销售这个CDO债券，让债券的持有人来分担房屋贷款的风险。

光这样卖，风险太高还是没人买啊，假设原来的债券风险等级是6，属于中等偏高。于是投行把它分成高级和普通CDO两个部分，发生债务危机时，高级CDO享有优先赔付的权利。这样两部分的风险等级分别变成了4和8，总风险不变，但是前者就属于中低风险债券了，凭投行三寸不烂“金”舌，当然卖了个满堂彩!可是剩下的风险等级8的高风险债券怎么办呢?

于是投行找到了对冲基金，对冲基金又是什么人，那可是在全世界金融界买空卖多、呼风唤雨的角色，过的就是刀口舔血的日子，这点风险小意思!于是凭借着老关系，在世界范围内找利率最低的银行借来钱，然后大举买入这部分普通CDO债券，2006年以前，日本央行贷款利率仅为1.5%;普通CDO利率可能达到12%，所以光靠利息差对冲基金就赚得盆满钵满了。

这样一来，奇妙的事情发生了，2001年末，美国的房地产一路飙升，短短几年就翻了一倍多，这样一来就如同阿牛贷款公司开头的广告一样，根本不会出现还不起房款的事情，就算没钱还，把房子一卖还可以赚一笔钱。结果是从贷款买房的人，到阿牛贷款公司，到各大投行，到各个银行，到对冲基金人人都赚钱，但是投行却不太高兴了!当初是觉得普通CDO风险太高，才扔给对冲基金的，没想到这帮家伙比自己赚的还多，净值一个劲地涨，早知道自己留着玩了，于是投行也开始买入对冲基金，打算分一杯羹了。这就好像“老黑”家里有馊了的饭菜，正巧看见隔壁邻居那只讨厌的小花狗，本来打算毒它一把，没想到小花狗吃了不但没事，反而还越长越壮了，“老黑”这下可蒙了，难道馊了的饭菜营养更好，于是自己也开始吃了!

这下又把对冲基金乐坏了，他们是什么人，手里有1块钱，就能想办法借10块钱来玩的土匪啊，现在拿着抢手的CDO还能老实?于是他们又把手里的CDO债券抵押给银行，换得10倍的贷款，然后继续追着投行买普通CDO。嘿，当初可是签了协议，这些CDO都归我们的!!!投行心里那个不爽啊，除了继续闷声买对冲基金之外，他们又想出了一个新产品，就叫CDS (注：Credit Default Swap，信用违约交换)好了，华尔街就是这些天才产品的温床：不是都觉得原来的CDO风险高吗，那我投保好了，每年从CDO里面拿出一部分钱作为保金，白送给保险公司，但是将来出了风险，大家一起承担。

保险公司想，不错啊，眼下CDO这么赚钱，1分钱都不用出就分利润，这不是每年白送钱给我们吗?干了!

对冲基金想，不错啊，已经赚了几年了，以后风险越来越大，光是分一部分利润出去，就有保险公司承担一半风险，干了!

于是再次皆大欢喜，CDS也卖火了!但是事情到这里还没有结束：因为“聪明”的华尔街人又想出了基于CDS的创新产品!我们假设CDS已经为我们带来了50亿元的收益，现在我新发行一个“三毛”基金，这个基金是专门投资买入CDS的，显然这个建立在之前一系列产品之上的基金的风险是很高的，但是我把之前已经赚的50亿元投入作为保证金，如果这个基金发生亏损，那么先用这50亿元垫付，只有这50亿元亏完了，你投资的本金才会开始亏损，而在这之前你是可以提前赎回的，首发规模500亿元。天哪，还有比这个还爽的基金吗?1元面值买入的基金，亏到0.90元都不会亏自己的钱，赚了却每分钱都是自己的!评级机构看到这个天才设想，简直是毫不犹豫：给予AAA评级!

结果这个“三毛”可卖疯了，各种养老基金、教育基金、理财产品，甚至其他国家的银行也纷纷买入。虽然首发规模是原定的500亿元，可是后续发行了多少亿，简直已经无法估算了，但是保证金50亿元却没有变。如果现有规模5000亿元，那保证金就只能保证在基金净值不低于0.99元时，你不会亏钱了。

当时间走到了2006年年底，风光了整整5年的美国房地产终于从顶峰重重摔了下来，这条食物链也终于开始断裂。因为房价下跌，优惠贷款利率的时限到了之后，先是普通民众无法偿还贷款，然后阿牛贷款公司倒闭，对冲基金大幅亏损，继而连累保险公司和贷款的银行，花旗、摩根相继发布巨额亏损报告，同时投资对冲基金的各大投行也纷纷亏损，然后股市大跌，民众普遍亏钱，无法偿还房贷的民众继续增多……最终，美国次贷危机爆发。

一些小知识

【四大名绣】苏绣〖苏州〗、湘绣〖湖南〗、蜀绣〖四川〗、广绣〖广东〗

【四大名扇】檀香扇〖江苏〗、火画扇〖广东〗、竹丝扇〖四川〗、绫绢扇〖浙江〗

【四大名花】牡丹〖山东菏泽〗、水仙〖福建漳州〗、菊花〖浙江杭州〗、山茶〖云南昆明〗

【十大名茶】西湖龙井〖浙江杭州西湖区〗、碧螺春〖江苏吴县太湖的洞庭山碧螺峰〗、信阳毛尖〖河南信阳车云山〗、君山银针〖湖南岳阳君山〗、六安瓜片〖安徽六安和金寨两县的齐云山〗、黄山毛峰〖安徽歙县黄山〗、祁门红茶〖安徽祁门县〗、都匀毛尖〖贵州都匀县〗、铁观音〖福建安溪县〗、武夷岩茶〖福建崇安县〗

【扑克人物】
黑桃J：查尔斯一世的侍从，丹麦人霍克拉　　
红桃J：查尔斯七世的宫廷随从拉海亚
梅花J：亚瑟王的著名骑士兰斯洛特
方块J：查尔斯一世的侍从罗兰
黑桃Q：帕拉斯o阿西纳，古希腊神话中智慧与战争女神
红桃Q：朱尔斯，德国人，查尔斯一世的妻子
梅花Q：英国的兰开斯特王族的约克王后
方块Q：是《圣经o旧约》中的约瑟夫的妹妹，莱克尔皇后
黑桃K：戴维，公元前10世纪的以色列国王索洛蒙的父亲，擅长弹奏竖琴
红桃K：查尔斯一世，弗兰克国王沙勒曼
梅花K：马其顿国的亚历山大大帝，最早go-vern-ment世界
方块K：罗马名将和政治家朱亚斯o西泽，罗马统一后成为独裁统治者

【十二生肖】
〖中国〗子鼠、丑牛、寅虎、卯兔、辰龙、巳蛇、午马、未羊、申猴、酉鸡、戌狗、亥猪
〖埃及〗牝牛、山羊、狮子、驴、蟹、蛇犬、猫、鳄、红鹤、猿、鹰
〖法国〗摩羯、宝瓶、双鱼、白羊、金牛、双子、巨蟹、狮子、室女、天秤、天蝎、人马
〖印度〗招杜罗神的鼠、毗羯罗神的牛、宫毗罗神的狮、伐折罗神的兔、迷立罗神的龙、安底罗神的蛇、安弥罗神的马、珊底罗神的羊、因达罗神的猴、波夷罗神的金翅鸟、摩虎罗神的狗、和真达罗神的猪，

【年龄称谓】
襁褓：未满周岁的婴儿
孩提：指2——3岁的儿童
垂髫：指幼年儿童（又叫“总角”）
豆蔻：指女子十三岁
及笄：指女子十五岁
加冠：指男子二十岁（又“弱冠”）
而立之年：指三十岁
不惑之年：指四十岁
知命之年：指五十岁（又“知天命”、“半百”）
花甲之年：指六十岁
古稀之年：指七十岁
耄耋之年：指八、九十岁
期颐之年：一百岁

【古代主要节日】
元日：正月初一，一年开始。
人日：正月初七，主小孩。
上元：正月十五，张灯为戏，又叫“灯节”
社日：春分前后，祭祀祈祷农事。
寒食：清明前两日，禁火三日（吴子胥）
清明：四月初，扫墓、祭祀。
端午：五月初五，吃粽子，划龙（屈原）
七夕：七月初七，妇女乞巧（牛郎织女）
中元：七月十五，祭祀鬼神，又叫“鬼节”
中秋：八月十五，赏月，思乡
重阳：九月初九，登高，插茱萸免灾
冬至：又叫“至日”，节气的起点。
腊日：腊月初八，喝“腊八粥”
除夕：一年的最后一天的晚上，初旧迎新

【婚姻周年】第1年§纸婚、第2年§棉婚、第3年§皮革婚、第4年§水果婚、第5年§木婚、第6年§铁婚、第7年§铜婚、第8年§陶婚、第9年§柳婚、第10年§铝婚、第11年§钢婚、第12年§丝婚、第13年§丝带婚、第14年§象牙婚、第15年§水晶婚、第20年§瓷婚、第25年§银婚、第30年§珍珠婚、第35年§珊瑚婚、第40年§红宝石婚、第45年§蓝宝石婚、第50年§金婚、第55年§绿宝石婚、第60年§钻石婚、第70年§白金婚

【科举职官】〖乡试〗：录取者称为"举人"，第一名称为"解元"、〖会试〗：录取者称为"贡生"，第一名称为"会元"、〖殿试〗：录取者称为"进士"，第一名称为"状元"，第二名为"榜眼"，第三名为"探花"

【四书】《论语》、《中庸》、《大学》、《孟子》

【五经】《诗经》、《尚书》、《礼记》、《易经》、《春秋》

【八股文】破题、承题、起讲、入手、起股、中股、后股、束股

【六子全书】《老子》、《庄子》、《列子》、《荀子》、《扬子法言》、《文中子中说》

【汉字六书】象形、指事、形声、会意、转注、假借

【书法九势】落笔、转笔、藏峰、藏头、护尾、疾势、掠笔、涩势、横鳞竖勒

【竹林七贤】嵇康、刘伶、阮籍、山涛、阮咸、向秀、王戎

【饮中八仙】李白、贺知章、李适之、李琎、崔宗之、苏晋、张旭、焦遂

【蜀之八仙】容成公、李耳、董促舒、张道陵、严君平、李八百、范长生、尔朱先生

【扬州八怪】郑板桥、汪士慎、李鱓、黄慎、金农、高翔、李方鹰、罗聘

【北宋四大家】黄庭坚、欧阳修、苏轼、王安石

【唐宋古文八大家】韩愈、柳宗元、欧阳修、苏洵、苏轼、苏辙、王安石、曾巩

【十三经】《易经》、《诗经》、《尚书》、《礼记》、《仪礼》、《公羊传》、《榖梁传》、《左传》、《孝经》、《论语》、《尔雅》、《孟子》

【四大民间传说】《牛郎织女》、《孟姜女》、《梁山伯与祝英台》、《白蛇与许仙》

【四大文化遗产】《明清档案》、《殷墟甲骨》、《居延汉简》、《敦煌经卷》

【元代四大戏剧】关汉卿《窦娥冤》、王实甫《西厢记》、汤显祖《牡丹亭》、洪升《长生殿》

【晚清四大谴责小说】李宝嘉《官场现形记》、吴沃尧《二十年目睹之怪现状》、刘鹗《老残游记》、曾朴《孽海花》

【莎士比亚四大悲剧】《汉姆莱特》、《李尔王》、《麦克白》、《奥赛罗》

【五彩】青、黄、赤、白、黑

【五音】宫、商、角、徵、羽

【七宝】金、银、琉璃、珊瑚、砗磲、珍珠、玛瑙

【九宫】正宫、中吕宫、南吕宫、仙吕宫、黄钟宫、大面调、双调、商调、越调

【七大艺术】绘画、音乐、雕塑、戏剧、文学、建筑、电影

【四大名瓷窑】河北的瓷州窑、浙江的龙泉窑、江西的景德镇窑、福建的德化窑

【四大名旦】梅兰芳、程砚秋、尚小云、荀慧生

【六礼】冠、婚、丧、祭、乡饮酒、相见

【六艺】礼、乐、射、御、书、数

【六义】风、赋、比、兴、雅、颂

【八旗】镶黄、正黄、镶白、正白、镶红、正红、镶蓝、正蓝

【十恶】谋反、谋大逆、谋叛、谋恶逆、不道、大不敬、不孝、不睦、不义、内乱


【九流】儒家、道家、阴阳家、法家、名家、墨家、纵横家、杂家、农家

【三山】安徽黄山、江西庐山、浙江雁荡山

【五岭】越城岭、都庞岭、萌诸岭、骑田岭、大庾岭

【五岳】〖中岳〗河南嵩山、〖东岳〗山东泰山、〖西岳〗陕西华山、〖南岳〗湖南衡山、〖北岳〗山西恒山

【五湖】鄱阳湖〖江西〗、洞庭湖〖湖南〗、太湖〖江苏〗、洪泽湖〖江苏〗、巢湖〖安徽〗

【四海】渤海、黄海、东海、南海

【四大名桥】广济桥、赵州桥、洛阳桥、卢沟桥

【四大名园】颐和园〖北京〗、避暑山庄〖河北承德〗、拙政园〖江苏苏州〗、留园〖江苏苏州〗

【四大名刹】灵岩寺〖山东长清〗、国清寺〖浙江天台〗、玉泉寺〖湖北江陵〗、栖霞寺〖江苏南京〗

【四大名楼】岳阳楼〖湖南岳阳〗、黄鹤楼〖湖北武汉〗、滕王阁〖江西南昌〗、大观楼〖云南昆明〗

【四大名亭】醉翁亭〖安徽滁县〗、陶然亭〖北京先农坛〗、爱晚亭〖湖南长沙〗、湖心亭〖杭州西湖〗

【四大古镇】景德镇〖江西〗、佛山镇〖广东〗、汉口镇〖湖北〗、朱仙镇〖河南〗

【四大碑林】西安碑林〖陕西西安〗、孔庙碑林〖山东曲阜〗、地震碑林〖四川西昌〗、南门碑林〖台湾高雄〗

【四大名塔】嵩岳寺塔〖河南登封嵩岳寺〗、飞虹塔〖山西洪洞广胜寺〗、释迦塔〖山西应县佛宫寺〗、千寻塔〖云南大理崇圣寺〗

【四大石窟】莫高窟〖甘肃敦煌〗、云岗石窟〖山西大同〗、龙门石窟〖河南洛阳〗、麦积山石窟〖甘肃天水〗

【四大书院】白鹿洞书院〖江西庐山〗、岳麓书院〖湖南长沙〗、嵩阳书院〖河南嵩山〗、应天书院〖河南商丘〗

【四大佛教名山】浙江普陀山〖观音菩萨〗、山西五台山〖文殊菩萨〗、四川峨眉山〖普贤菩萨〗、安徽九华山〖地藏王菩萨〗

【四大道教名山】湖北武当山、江西龙虎山、安徽齐云山、四川青城山

【五行】金、木、水、火、土

【八卦】乾〖天〗、坤〖地〗、震〖雷〗、巽〖风〗、坎〖水〗、离〖火〗、艮〖山〗、兑〖沼〗

【三皇】伏羲、女娲、神农

【五帝】太皞、炎帝、黄帝、少皞、颛顼

【三教】儒教、道教、佛教

【三清】元始天尊〖清微天玉清境〗、灵宝天尊〖禹余天上清境〗、道德天尊〖大赤天太清境〗

【四御】昊天金阙无上至尊玉皇大帝、中天紫微北极大帝、勾陈上宫天后皇大帝、承天效法土皇地祗

【八仙】铁拐李、钟离权、张果老、吕洞宾、何仙姑、蓝采和、韩湘子、曹国舅

【十八罗汉】布袋罗汉、长眉罗汉、芭蕉罗汉、沉思罗汉、伏虎罗汉、过江罗汉、欢喜罗汉、降龙罗汉、静坐罗汉、举钵罗汉、开心罗汉、看门罗汉、骑象罗汉、探手罗汉、托塔罗汉、挖耳罗汉、笑狮罗汉、坐鹿罗汉

【十八层地狱】[第一层]泥犁地狱、[第二层]刀山地狱、[第三层]沸沙地狱、[第四层]沸屎地狱、[第五层]黑身地狱、[第六层]火车地狱、[第七层]镬汤地狱、[第八层]铁床地狱、[第九层]盖山地狱、[第十层]寒冰地狱、[第十一层]剥皮地狱、[第十二层]畜生地狱、[第十三层]刀兵地狱、[第十四层]铁磨地狱、[第十五层]寒冰地狱、[第十六层]铁册地狱、[第十七层]蛆虫地狱、[第十八层]烊铜地狱

【五脏】心、肝、脾、肺、肾

【六腑】胃、胆、三焦、膀胱、大肠、小肠

【七情】喜、怒、哀、乐、爱、恶、欲

【五常】仁、义、礼、智、信

【五伦】君臣、父子、兄弟、夫妇、朋友

【三姑】尼姑、道姑、卦姑

【六婆】牙婆、媒婆、师婆、虔婆、药婆、稳婆

【九属】玄孙、曾孙、孙、子、身、父、祖父、曾祖父、高祖父

【五谷】稻、黍、稷、麦、豆

【中国八大菜系】四川菜、湖南菜、山东菜、江苏菜、浙江菜、广东菜、福建菜、安徽菜

【五毒】石胆、丹砂、雄黄、矾石、慈石

【配药七方】大方、小方、缓方、急方、奇方、偶方、复方

每个名著浓缩成一句话！

1.神要是公然去跟人作对，那是任何人都难以对付的。 (《荷马史诗》)
2.生存还是毁灭，这是一个值得思考的问题。 (《哈姆霄特》)
3.善良人在追求中纵然迷惘，却终将意识到有一条正途。(《浮士德》)
4.认识自己的无知是认识世界的最可靠的方法。 (《随笔集》)
5.你以为我贫穷、相貌平平就没有感情吗?我向你发誓，如果上帝赋予我财富和美貌，我会让你无法离开我，就像我现在无法离开你一样。虽然上帝没有这么做，可我们在精神上依然是平等的。(《简·爱》)
6.大人都学坏了，上帝正考验他们呢，你还没有受考验，你应当照着孩子的想法生活。 (《童年》)
7，你越没有心肝，就越高升得快，你毫不留情地打击人家，人家就怕你。只能把男男女女当作驿马，把它们骑得筋疲力尽，到了站上丢下来，这样你就能达到欲望的最高峰。 (《高老头》)
8.我只想证明一件事，就是，那时魔鬼引诱我，后来又告诉我，说我没有权利走那条路，因为我不过是个虱子，和所有其余的人一样。 (《罪与罚》)
9.你瞧，桑丘·潘沙朋友，那边出现了三十多个大得出奇的巨人。 (《堂·吉诃德》)
10.我并不愿意你受的苦比我受的还大，希斯克利夫。我只愿我们永远不分离：如果我有一句话使你今后难过，想想我在地下也感到一样的难过，看在我自己的份上，饶恕我吧! (《呼啸山庄》)
11.幸福的家庭是相同的，不幸的家庭各有各的不同。 (《安娜·卡列尼娜》)
12.唉，奴隶般的意大利，你哀痛之逆旅，你这暴风雨中没有舵手的孤舟，你不再是各省的主妇，而是妓院! (《神曲》)
13.将感情埋藏得太深有时是件坏事。如果一个女人掩饰了对自己所爱的男子的感情，她也许就失去了得到他的机会。 (《傲慢与偏见》)
14.钟声又鸣响了……一声又一声，静谧而安详，即使在女人做新娘的那个好月份里，钟声里也总带有秋天的味道。 (《喧嚣与骚动》)
15.一个人并不是生来要被打败的，你尽可以把他消灭掉，可就是打不败他。 (《老人与海》)
16.当然，行是行的，这固然很好，可是千万别闹出什么乱子来啊。 (《套中人》)
17.面包!面包!我们要面包! (《萌芽》)
18.我从没有爱过这世界，它对我也一样。 (《拜伦诗选》)
19. 爱情应该给人一种自由感，而不是囚禁感。 (《儿子与情人》)
20.暴风雨将要在那一天，甚至把一些槲树吹倒，一些教堂的高塔要倒塌，一些宫殿也将要动摇! (《海涅诗选》)
21.自己的行为最惹人耻笑的人，却永远是最先去说别人坏话的人。 (《伪君子》)
22.这时一种精神上的感慨油然而生，认为人生是由啜泣、抽噎和微笑组成的，而抽噎占了其中绝大部分。(《欧·亨利短篇小说选》)
23.历史喜爱英勇豪迈的事迹，同时也谴责这种事迹所造成的后果。 (《神秘岛》)
24.整个下半天，人都听凭羊脂球去思索。不过本来一直称呼她作“夫人”，现在却简单地称呼她作“小姐”了，谁也不很知道这是为着什么，仿佛她从前在评价当中爬到了某种地位，现在呢，人都想把她从那种地位拉下一级似的，使她明白自己的地位是尚叩摹?(《莫泊桑短篇小说选》)
25.如果冬天来了，春天还会远吗? (《雪莱诗选》)
26.我明白了，我已经找到了存在的答案，我恶心的答案，我整个生命的答案。其实，我所理解的一切事物都可以归结为荒诞这个根本的东西。(《恶心》)
27.世界上有这样一些幸福的人，他们把自己的痛苦化作他人的幸福，他们挥泪埋葬了自己在尘世间的希望，它却变成了种子，长出鲜花和香膏，为孤苦伶仃的苦命人医治创伤。(《汤姆叔叔的小屋》)
28.当格里高·萨姆莎从烦躁不安的梦中醒来时，发现他在床上变成了一个巨大的跳蚤。(《变形记》)
29.当现实折过来严丝合缝地贴在我们长期的梦想上时，它盖住了梦想，与它混为一体，如同两个同样的图形重叠起来合而为一一样。(《追忆似水年华》)
30.人与人之间，最可痛心的事莫过于在你认为理应获得善意和友谊的地方，却遭受了烦扰和损害。(《巨人传》)
31.现在我说的您要特别注意听：在别人心中存在的人，就是这个人的灵魂。这才是您本身，才是您的意识在一生当中赖以呼吸、营养以至陶醉的东西，这也就是您的灵魂、您的不朽和存在于别人身上的您的生命。(《日瓦戈医生》)
32.美德犹如名香，经燃烧或压榨而其香愈烈，盖幸运最能显露恶德而厄运最能显露美德。(《培根论说文集》)
33.亲爱的艾妮斯，我出国，为了爱你，我留在国外，为了爱你，我回国，也是为了爱你!(《大卫·科波菲尔》)
34.强迫经常使热恋的人更加铁心，而从来不能叫他们回心转意。(《阴谋与爱情》)
35.在各种事物的常理中，爱情是无法改变和阻挡的，因为就本性而言，爱只会自行消亡，任何计谋都难以使它逆转。(《十日谈》)
36.只要你是天鹅蛋，就是生在养鸡场里也没有什么关系。(《安徒生童话》)
37.就投机钻营来说，世故的价值永远是无可比拟的。(《死魂灵》)
38. 谁都可能出个错儿，你在一件事情上越琢磨得多就越容易出错。(《好兵帅克历险记》)
39.我们经历着生活中突然降临的一切，毫无防备，就像演员进入初排。如果生活中的第一次彩排便是生活本身，那生活有什么价值呢?(《生命中不能承受之轻》)
40.他发现了人类行为的一大法则，自己还不知道——那就是，为了要使一个大人或小孩极想干某样事情，只需要设法把那件事情弄得不易到手就行了。(《汤姆·索亚历险记》)
41.对有信仰的人，死是永生之门。(《失乐园》)
42.有一个传说，说的是有那么一只鸟儿，它一生只唱一次，那歌声比世上所有一切生灵的歌声都更加优美动听。(《荆棘鸟》)
43.离开一辈子后，他又回到了自己出生的那片土地上。从小到大，他一直是那个地方的目击者。(《尤利西斯》)
44.同上帝保持联系是一码事，他们都赞同这一点，但让上帝一天二十四小时都待在身边就是另一码事了。(《第二十二条军规》)
45.在甜蜜的梦乡里，人人都是平等的，但是当太阳升起，生存的斗争重新开始时，人与人之间又是多么的不平等。(《总统先生》)
46.开发人类智力的矿藏是少不了要由患难来促成的。(《基度山伯爵》)
47.离你越近的地方，路途越远；最简单的音调，需要最艰苦的练习。(《泰戈尔诗选》)
48.悲伤使人格外敏锐。(《约翰·克里斯朵夫》
49.我在女人跟前经常失败，就是由于我太爱她们了。(《忏悔录》)
50.她睁大一双绝望的眼睛，观看她生活的寂寞。她像沉了船的水手一样，在雾蒙蒙的天边，遥遥寻找白帆的踪影。(《包法利夫人》)

提高生产率的12条真理

成功的企业应该懂得如何适应不同条件和环境。灵活性是最坚实的管理体制应具备的最重要特性。

作为一种价值和行为方式，灵活性是原则和信仰相结合的产物，有时我们称之为文化。这里所说的文化不仅仅是生产率法则，还意味着在没有失败可能的前提下实现既定目标。

第1条真理，所有的劳动都是一个过程。这似乎是显而易见的道理，但有些现代企业的管理方式表明，我们并没有真正领会这个简单的道理。如果我们不能意识到顾客和供应方之间的关系，如果我们忘记了劳动就是将进来的东西变成出去的东西，如果我们不能将劳动看作超出时间和空间概念的一个更高级的整体的一部分，那么我就没有认识到这一条真理。

第2条真理，所有的过程都需要持续的分析，都有提高的可能。“我们一直都是这么做的”，这是我们最常挂在嘴边的一句话。质量证书也常常只颁发给那些遵循固有的生产过程和管理模式、不能产生竞争优势的企业。创新和根本性的提高来自不断的怀疑和不满足。

第3条真理，所有的过程都应有章可循。知道应该做些什么，这是实现生产率目标的重要组成部分，按不是全部。必须确定下来每隔多长时间应该了解一次相关的数据，整个体制也应该保障这些数据能够送达相关的人员。

第4条真理。过程中的所有必要条件都必须落实。在可以保障目标得以实现的所有必要资源不够完备的情况下就投入工作是很不利的。

第5条真理，对过程的最终结果应该有所规划。曾就职于壳牌石油公司的阿里.德赫斯指出，不能只制定一个死板的计划，而要制定出一系列目标，即所谓的未来备忘录，让我们能够以灵活的方式应对随时出现的各种情况。

第6条真理，所有的过程都应有个计划。不要等到最后才知道行不行，要对每个阶段性成果都做出规划，以便掌控整个过程。

第7条真理，所有的过程和制度都应按要求进行。一剂妙方就是：全程跟踪监督。这不是缺乏信任的表现，而是同我们团队分享过程与责任。一般来说，通过积极的冲突和跟踪监督可以避免不完善的东西。

第8条真理，所有的过程都应该接受评判和控制。已故著名企业顾问亚历山大.普劳德福特常说，没有评判就没有控制。确定所完成的工作是好还是不好，这是采取决策和走向成功必不可少的。

第9条真理，所有不完善的方面也应该接受评估和控制。如果我们不对这些问题进行分析的评估，它们就永远无可避免。

第10条真理，出现问题的时候立即采取行动可以保障目标的实现。不要等到以后再说，一旦发现问题和偏差就立即纠正。这不仅仅是时间的问题，还关系到成本和做事的习惯。

第11条真理，所有人员都迎接受教育和培训。培训的目的是为了加快下属的成长。

第12条真理，企业的整个领导层应该为一个团队来工作。不要对令人信服的共同目标产生任何怀疑。要想将梦想变成现实，首先应该相信它是有可能实现的，要坚信自己绝对能做到超越梦想的程度。

25 TIPS FOR A BETTER LIFE - 2008

1. Take a 10-30 minute walk every day. And while you walk, smile. It is the ultimate anti-depressant.

2. Sit in silence for at least 10 minutes each day. Buy a lock if you have to.

3. When you wake up in the morning complete the following statement, 'My purpose is to __________ today.'

4. Eat more foods that grow on trees and plants and eat less food that is manufactured in plants.

5. Drink green tea and plenty of water. Eat blueberries, wild Alaskan salmon, broccoli, and almonds

6. Try to make at least three people smile each day.

7. Don't waste your precious energy on gossip, energy vampires, issues of the past, negative thoughts or things you cannot control. Instead invest your energy in the positive present moment.

8. Eat breakfast like a king, lunch like a prince and dinner like a college kid with a maxed out charge card.

9. Life isn't fair, but it's still good.

10. Life is too short to waste time hating anyone.

11. Don't take yourself so seriously. No one else does.

12. You don't have to win every argument. Agree to disagree.

13. Make peace with your past so it won't spoil the present.

14. Don't compare your life to others. You have no idea what their journey is all about.

15. No one is in charge of your happiness except you.

16. Frame every so-called disaster with these words: 'In five years, will this matter?'

17. Forgive everyone for everything.

18. What other people think of you is none of your business.

19. GOD heals everything.

20. However good or bad a situation is, it will change.

21.. Your job won't take care of you when you are sick. Your friends will. Stay in touch.

22. Envy is a waste of time. You already have all you need.

23. Each night before you go to bed complete the following statements: I am thankful for __________. Today I accomplished _________.

24. Remember that you are too blessed to be stressed.

25. Please Forward this to everyone you care about. I did.

175个事半功倍的方法(en)

Want to get things done faster so you can accomplish more of your long-term goals? Okay. We’d all like that to happen. But the question we finally have to ask is, “How can I do that — get more things done in less time?

This article is loaded with ideas. But to get more done in less time, we have to make choices — and remember it is your life we’re talking about.

Now, don’t expect smoke and mirrors here. And don’t look to magically pull a few extra hours for your day out of thin air. Nope, there’s no magic formula. But, between the front and back covers of this book you’ll find 175 really, really good suggestions that will help you get things done faster…and usually better.

Notice, too — this book cuts to the chase:

No flowery prose.

No unnecessary charts or diagrams.

Just good, common sense suggestions that will help you make conscious decisions to increase your quality of life.

Search for that nugget of wisdom that will give you 10, 20, or 30 extra minutes a day. Then find another…and another…and another.

You may also want to try this approach: Select one or two of the tips each week. Describe the tip briefly with your staff at your team meeting and ask for everyone to try this week’s tip. Every environment is different, but chances are that some will stick with your team and result in exponential time savings for all involved.

Before you know it, you’re back in control — actually achieving those goals you’ve set for yourself.

What better time to get started than the present? Like today!

Remember…the meter is ticking!

一、 Getting Started…On The Right Foot

“Nothing is so fatiguing as the eternal hanging on of an uncompleted task.” - William James

1．It always helps to know where your time is going. So, keep track of how you spend your time for two weeks. Sound dull? Boring, maybe? So cut it down to a couple of days. Surprise! Most of your log will show you're investing your time in people or things not really important to you or your goals.

2．Focus, focus, focus on STARTING tasks rather than finishing them. The greatest challenge is taking the first step and getting started. (Ah yes – doesn’t that feel good?)

3．Every day something unexpected is going to happen. Count on it! So, set aside some “Oops time!” Don’t let these emergencies disrupt the rest of your day. Plan for them, act on them and then get back to work.

4．Think on paper. Writing things down minimizes confusion and stress. Write down your goals, to-do lists, and even the problems that you’re working on. You’ll find putting things on paper usually clarifies the situation. Committing things to memory can be a waste of brain power, not to mention a poor storage device as well.

5．Categorize your To Do list into A, B, and C priorities. “A” priorities are the activities that are critical for your success. “B” priorities are important but not critical. “C” priorities would be nice to do if you get the time. Begin with your “A” priorities and work your way to the “nice to do” items.

6．Here’s a suggestion that will help everyone: create a “talk” file for your boss, subordinates, peers and even your customers. Unless it is a real emergency, wait until you have at least two items in the file before calling that person with your questions.

7．Get a spiral-bound notebook, date it, and keep all your notes in the book for future reference. Quit writing on loose papers or sticky notes that tend to get lost.

8．Try something new. Read (really) the instruction manual that came with your electronic organizer. Even better, try the manufacturer’s web site to find new software updates and releases that may further your productivity. Bet you will find several time management tools you haven’t used. Let the organizer do the work so you can spend less time organizing yourself.

9．Use only one time management system. Whether you choose an electronic or paper system, one consistent system will eliminate much wasted time spent searching for information

10．Abracadabra! Take a speed-reading course. You could already be a lot further along in this book!

11．How about all those passwords? Tough to remember? Simplify your passwords and have a logical, easy to remember reason for selecting each. Trying to remember a password is frustrating and a total waste of time. You may want to select passwords that can be typed on the keyboard with one hand so your other hand is free.

12．Take a Saturday and devote two hours to reorganizing yourself. Take a fresh look at how you are organized and look for opportunities to improve. You will probably discover several areas where you can eliminate some personal time wasters simply by becoming a little better organized.

13．Create a “quiet time” for planning. Let everyone know your closed door means “do not disturb” unless there is an emergency…or someone in your family calls.

14．Throw things away! Yes, even those ticket stubs from the last football game. Ask yourself, “What is the worst thing that could happen if I throw this away?” Most of the time, you can live with your answer, so start filling that wastebasket!

15．Date stamp (ker-chunk) every item that hits your desk. This will help you decide when to file or throw away the paper.

16．If you get heartburn from throwing paper away, create a drawer or file to store your stuff for 90 days. If you have not used it within 90 days, you can safely throw those “keepers” away.

17．Still not comfortable — even after the 90 days? Then find the “office pack rat” and become their new best friend. Someone around the office has a copy of every memo and report from the past 10 years. Love that person — but throw your trash away.

18．Trust me on this, too! Most of all filed materials over a year old are never needed again. Archive the files and get them out of your way. If possible handle the paper only once and avoid the “I’ll just put it here for now” habit.

19．The key to paper management — KEEP IT MOVING! (Now, how simple can we get?) Move the paper to your out basket, your file, your “to read” folder or to your trash. Don’t let paper just sit.

20．Wait! Do these three things before you leave the office: (1) clear your desk, (2) plan tomorrow’s activities and (3) enter your next day’s to-do list in your organizer. Then go home. Planning the next day before you leave reduces stress and allows you to enjoy your time away from the office.

二、Your Work Space…Home Sweet Home

What’s man’s best friend (besides the dog)? The wastebasket! – Business Week

21．Okay, listen up! Clear your desk…NOW! Despite what some people believe, a cluttered desk does not indicate genius. Au contraire! It signals confusion and creates stress. Even mini-clutter will grow and eventually fill every inch. Keep your desk clear of everything except your project du jour and your family picture.

22．Get rid of that paper! Shuffling and reshuffling paper from pile to pile or file to file wastes time and keeps you from focusing on what needs to get done. Find a gigantic wastebasket and fill it up. The larger the wastebasket, the more you will use it. Throwing things away then becomes an art. Enjoy!

23．Files should not be an obstacle course. Put your most often reviewed files at the front of the cabinet. Here is a test to see if your current filing system works. Within two minutes, can you retrieve any paper you need? Go. If you failed the test you are wasting time searching through your files.

24．Never clear off your desk by randomly throwing things in a drawer. Gotcha! You will eventually have to go through that drawer. Instead, create a logical system for storing these items in your desk.

25．A picture or two on your desk is probably not distracting, but limit pictures to a special few. The more pictures on your desk, the more distractions and interruptions you invite.

26．Organize your desktop! If you are right-handed, make sure the phone is located on the left side of your desk. You want to keep the right side of the desk (and your right hand) free to take notes. Just the opposite for lefties.

27．Right-handed people should place the calculator on the right side of their desk. Ditto the above for southpaws, the proud but under-represented!

28．Avoid glass desktops. They glare and are hard to keep clean. You don’t need to spend valuable time wiping off fingerprints.

29．If a report comes across your desk that you can’t use, notify the sender and ask to be deleted from distribution. The key question to ask is, “Would I pay for this report if I had to?” If not, get rid of it.

30．If you only use a few lines of a report, ask for a reformat, if possible. Four pages when you need four lines just doesn’t make sense — does it?

三、The Work Environment: Color Your World…Productive

“If you want to make an easy job seem mighty hard, just keep putting off doing it.” - Olin Miller

31．Now hear this! Never say “yes” without considering the time investment you are committing. Having the courage to say “no” to requests that are inappropriate or unnecessary could be your most effective time management tool!

32．Take the time to understand the role of every department in your organization. This time invested up front will eliminate your “panic” when someone has an urgent request outside your department.

33．Copy the world every time you send a memo? But, realistically, does “the world” really care? When writing a memo or sending an e-mail, only distribute to the people who really need to know the information. Some of “the world” feels obligated to respond and then everyone’s time is wasted.

34．Want to get your written point across — fast? Limit your sentences to fifteen words.

35．Are you really listening! Every time you say, “But I thought you said,” you might as well be saying, “I wasted all this time doing the wrong thing.” Listen, clarify, and make sure you understand the task before going forward. It is a good time investment for both parties.

36．Is it your job to pick up every ball that someone drops? Avoid this label at all costs! Think about it!

37．Don’t try to solve other people’s problems. You may be empathetic to their situation, but if you spend your time solving their problems, Surprise! Their next problem will become yours, too! The best thing you can do is help others learn how to solve their own problems.

四、Interruptions…The Office Plague

“‘Got a minute?’ never means just one minute. Before you answer, always ask, ‘What’s this about?’”
— Alec Mackenzie

38．“Hey, you got a minute?” That’s a question, not a demand. Don’t get angry with the interrupter if you answered, “Sure!” to their question. General rule: If you cannot eliminate the interruption, make the interruption as short as possible.

39．When people arrive to interrupt, meet them at the door and talk outside your office. Letting them in may add minutes to the interruption.

40．Stand up! When someone shows up unannounced, keep standing until you decide if you want the conversation to continue. Standing is not comfortable for most people and the length of most interruptions is in direct proportion to the comfort level of the interrupter.

41．Signal the end of the time allotted by politely saying, “One more thing before you go.” Be respectful but take control. Remember that this is your office and you’re responsible for the time here.

42．Get rid of extra chairs in your office. You can always pull one from somewhere else if you need it.

43．Arrange your office so that your desk doesn’t face the door. People are less likely to interrupt if they can’t see your face.

44．Keep track of the origins of your interruptions. Don’t be surprised to find your biggest interrupter is your boss! After getting over the shock, sit down with your boss and see if you can find ways to decrease the number of interruptions so that you can be more productive.

45．Schedule “one-on-one” sessions with your staff and boss. Gather everything you need to talk about and take care of it at one sitting rather than interrupting each other the minute something comes up.

46．When you don’t want to be disturbed, put your candy dish away. It is an interrupter magnet!

47．Give yourself a break! You can accomplish 60-minutes’ worth of interrupted work in just 20 minutes of non-interrupted work. Is there a better investment of your time?

48．Want to make a positive difference in the time investment of your company? Ask your peers and subordinates, “What do I do that wastes your time and hinders your performance?”

49．Henry Ford was always dropping into the offices of his company’s executives. When asked why he didn’t have them come to him, he replied, ‘Well, I’ll tell you. I’ve found that I can leave the other fellow’s office a lot quicker than I can get him to leave mine.

五、Meetings…Making The Most Of Them

“Guard your own spare moments. They are like uncut diamonds.” —Ralph Waldo Emerson

50．Tempted to constantly check your e-mails? Don’t do it! Once or twice daily is usually enough. Check your e-mails, respond and get back on task. E-mails can be a habitual distraction. You do not go to the mailbox every 30 minutes, do you? Work e-mail deliveries into your personal schedule and do not let them control your day.

51．Prioritize your incoming e-mail by sorting the messages by subject or author so you can process related messages together.

52．Keep an active address book to save e-mail addresses. Re-typing e-mail addresses for people who you frequently send messages to is a waste of your time.

53．Check your voicemails twice a day ONLY! Write down the message in your organizer. Return all of the calls before you check your voicemail again.

54．On your voicemail recording, clearly state when the person calling may expect a call back. This will take away the caller’s guesswork and will eliminate them calling back two or three more times.

55．Return phone calls at a specified time during the day. Don’t wait until the end of the day (unless you really don’t want to talk to the person.) It is also best to return calls during your least productive time of the day. You know, that time when you are a little sluggish – return some calls. It takes little creativity to return calls/answer questions.

56．Stand up when you are on the phone. A USC study discovered that the brain’s information processing speed increases 5-20% while standing. Think you may look a little goofy standing and working? You would be in the company of Thomas Jefferson, Ernest Hemingway, and Winston Churchill, all of whom stood while working.

57．Keep a record of who calls, how often and why? If several calls could be consolidated into one, negotiate with the caller to limit the number of calls.

58．When leaving your number on voice mail for someone to return your call, state your number slowly and say it twice. It is irritating to listen to a message and then have to repeat parts of it to retrieve the number to return the call.

59．Want to end a conversation? If the person tends to chatter on and on, politely say, “before we hang up I need to cover one last point . . .” and then cover your point and get off the phone.

60．Be proactive in reducing “voicemail tag.” Answer three questions when you reach the voicemail of the person you are calling — why you called, what you need and when you are available for callbacks.

61．Unless you are talking to a friend or co-worker, never talk about the weather on the phone. Who cares? You’re assured a long answer when you ask about the weather — definitely not a good investment of your valuable time.

62．Reach someone else’s voicemail and don’t want to hear the entire voicemail intro message? Instead of listening to the “Hi, you have reached …” message, dial 1. Most of the time, you’ll hear a beep and you can leave your message immediately.

63．Knock out some of your minor tasks from your “to do” list while you are holding on the phone. Don’t just sit there and listen to music or “commercials-on-hold.”

64．Invest in a telephone headset for your office phone. It’s amazing how much you can get done if both hands are free to take notes or complete other tasks while you’re talking.

65．Invest in a hands-free car phone and save “friend” callbacks until you’re on the road.

66．Try out the latest gadgets. Keep looking for those that can help you gain a few minutes a day.

五、Meetings…Making The Most Of Them

67．Only call a meeting when it is absolutely the best way to accomplish an objective. Explore all other alternatives before calling a meeting.

68．Make the meeting short! Most managers say that at least one- half of their meeting time is wasted. That averages out to 5 hours per week, 250 hours per year for each person involved. Wow!
Make it a goal to cut your meeting time in half. If people are prepared before they arrive, most meetings could be accomplished in half the time.

69．Write meeting objectives and the scheduled ending time on the board or flipchart before anyone arrives. This will keep the meeting focused and eliminate stress caused by overly long meetings.

70．If you are leading the meeting, sit at the end of the table so you can control the flow.

71．Make sure every meeting is absolutely necessary. Routine meetings are not a good investment unless they fulfill, or move forward, your objectives.

72．Look for meeting alternatives. If you can accomplish objectives by telephone, save everyone’s time and plan a conference call.

73．Consolidate meetings with other meetings.

74．Make it a personal objective to attend face-to-face meetings less often…why not start today!

75．Every meeting should have a published agenda answering the most obvious questions: Why am I investing time in this meeting? How long will it last? Who’s attending? What are the expectations?

76．If the meeting doesn’t start on time, take the responsibility to say, “Hey, it’s 9 o’clock, let’s get going. It’s time to get started.”

77．Invite only the people who have something to contribute to the meeting’s objectives. There should be no “vacationers” or “slackers/hangers-on” at the table.

78．Consider dismissing participants after they complete their portion of the meeting — as long as it’s not important that they hear what is scheduled for the remainder of the meeting.

79．If you are asked to participate in someone else’s meeting, communicate with the meeting leader that you would prefer to attend only the portion that relates to you. When you have completed your “dog and pony,” ask if anything further is needed. If not, excuse yourself.

80．Set an offbeat meeting time. People will more likely remember a meeting with a published starting time of 9:38 than they would a 9:30 meeting. Most people allow extra time (we really start at 9:40) when the meeting time is rounded to the half-hour but will hold themselves accountable for a prompt meeting if it is supposed to begin at an offbeat time. Go figure!

81．Always have extra handouts available for your participants. Better to have too many than hold everything up for those last few copies.

82．Start on time. If the meeting is to begin at 8:38, begin at 8:38. One of the largest expenses that never appear on the income statement is the cost of meetings. Figure it out — four $50k employees in a four-hour meeting costs $400 in employee time. Respect the investment your meeting requires.

83．Most of the time, early morning meetings are best. People are fresher, the challenges of the day have not surfaced and the odds of everyone arriving on time improve.

84．Do not recap what has been covered for people who are late. Ignore them when they arrive and keep going. If you recap what’s been covered, you reward the tardy person and punish the “on time” folks.

85．Take care of the most important item on the agenda first. If nothing else is accomplished, make sure you accomplish the most important reason for calling the meeting.

86．Set time limits on how long you will allow people to “sell” their points. A huge time waster is people who continue to fight losing battles. Set limits on the time allowed per item and move forward.

87．Do not serve breakfast and meet at the same time. Doughnuts have never added to the productivity of a meeting. If the meeting starts at 9:00 a.m., serve breakfast at 8:30.

88．If meeting over lunch, cover general items that do not require focus. It is more productive to take a 30-minute lunch break than try to keep everyone’s attention while serving/eating food. If one of your objectives is to set the scene for social bonding, allocate your mealtime to that objective.

89．Complete all of your agenda items before moving to unrelated topics. Put important items not scheduled for the meeting on a “parking lot” flip chart for discussion later. The parking lot issues should be part of the minutes when they are distributed.

90．Appoint the last person who arrives for the meeting as the person responsible for taking the minutes. Bet they will show up on time for the next meeting!

91．Want to abbreviate meetings? Have a stand-up session. Get rid of the chairs and put some podiums in the room. You are assured that everyone will stay awake and will want to get to the point quickly.

92．Use a spiral bound notebook to capture all meeting notes. This eliminates wasting time searching for what happened at the previous meeting.

93．Furnish extra pens/paper to avoid waiting for people who go back to their offices to retrieve supplies.

94．Never speak while you are writing on the flip chart. Wait until you face the audience so you do not have to repeat what you are saying.

95．Use the flip chart to maintain the meeting’s direction and to record who’s responsible for action items.

96．Reward participants for telling the truth. If “messengers” are “shot down” for telling the truth, no “truthful messengers” will attend the next meeting.

97．Before leaving the meeting, don’t assume anything! You really think everyone knows what they are supposed to do next? Recap so everyone knows who’s responsible for next steps, when action should take place and how results will be communicated.

98．End the meeting on time or END EARLY! The minute you go past your stated time, stress levels rise and attention levels fall. Everyone enjoys the pleasant surprise of getting out early.

99．Get organized! Call each participant the day before and confirm attendance. This may not appear to be good use of your time and it should be their responsibility. However, much more time is wasted when all but one person arrives at the meeting and you are trying to “round up that last person.”

100．Do not allow time in meetings for solving hundred dollar problems when you are spending thousands of dollars on the meeting. Focus on what is important.

101．The meeting is not over until the minutes have been distributed (within two working days) and all action items have been accomplished.

102．Never leave a meeting wondering why you invested your time in the meeting. If the objectives were not accomplished, figure out what can be done differently to ensure that the next meeting does not end the same way.

103．Distribute pre-work for participants. If each person could research for all of the other participants, you can save a significant amount of time for the entire meeting.

104．Before leaving the meeting, create an action plan for all of the decisions that were made in the meeting.

105．Control dominate participants by reinforcing that you understand their position and ask the dominating person to listen to the other participant’s point of view so that we can create a course of action.

106．Make every meeting unique. Do something different for each meeting like changing the location, time or room layout. Sometimes the small changes will add energy to the group.
Meetings without specific objectives tend to achieve nothing specific.

六、On The Road…Making Time

The airport, airplane, taxi and hotel become your temporary offices. Make sure you get your job done while you’re there.

107．Find an airline and rental car company you like and stick with them. The more familiar you are with the company, the less time you waste in the “getting to know how you operate” phase.

108．Find a hotel you like and become a frequent guest. You can eliminate filling out redundant information each time you check in.

109．Try to stay on one of the first three floors of a hotel. Take the stairs. It saves time and is good exercise.

110．Request a room away from the ice machine. You can lose a lot of sleep when the “team” arrives to fill up their ice buckets at three in the morning.

111．Join a rental car “preferred” club．You’ll eliminate stress and save at least 15 minutes on every rental.

112．Join an airline club. The financial investment is easily returned with the work that you accomplish using their club. You can knock out your e-mails, return calls, and relax in the same time it would have taken you to get your boarding pass at the counter.

113．If you are a member of a frequent flyer program, ask the agent to “block off” the middle seat in your row. Most of the time they will be able to accommodate you and the middle seat in your row will be the last seat available for passengers.

114．Create two checklists for travel — one for the office and one for home. Laminate the lists and keep one in your desk and one in your travel bag. The basic trip requirements are the same and this will help you double check that you have everything you need.

115．Take only carry-on bags when possible. This saves an average of an extra 20 minutes per flight.

116．Before leaving town, log on the Internet and get directions from the airport to your destination. Those maps are usually more reliable and more understandable than directions you get from the rental car counter。

117．If you travel frequently, spend the money it takes to hire the very best administrative assistant. It is a wise investment! Many times your assistant is the glue that keeps everything together and moving forward while you are away.

118．Laptops, presentation slides and any other tools required for meetings should be carried on the plane. No reason to stress out over the airline baggage handling efficiencies.

119．When traveling internationally, check the movement of the customs lines. Custom agent productivity varies significantly and waiting wastes a lot of time. Hint: Shortest lines are not always the fastest.

120．If you are going to rely on a local Internet service provider when you get to your destination, obtain the number needed at your destination so that you will know how to connect when you get there.

121．If you are not PC proficient, have one of the IT folks execute a “make new connection” setup in your software before you leave. This allows you to go directly to the new dial-up icon and get right to your network and e-mails.

122．Carry an extra laptop battery so you can keep working even when the unexpected delays occur.

123．Get a cell phone plan that does not charge “roaming” charges. In case of emergencies let people know where you’re staying but it’s always more convenient to give them your cell number.

124．Before leaving on an international trip, check these two things: power supply requirements and if your cell phone will work at your destination.

125．If possible, request an aisle seat with your writing arm on the aisle side. Left-handed people should request an aisle seat on the right side of the aircraft (facing the front of the plane).

126．Right-handed people — well, you get the picture.

127．As soon as you get on board, return as many phone calls as you can before the plane leaves the gate.

128．Keep a travel folder for projects that you can accomplish while on a plane or in a taxi.

129．If you do not have time to socialize during the flight, invest in a good pair of headphones that have “white noise.” It eliminates almost all the noise of the plane and most people will not disturb you. If that does not work, politely tell the talkative person next to you that you must complete your work before you land. Hopefully, they’ll give you the courtesy of being quiet.

130．Learn something new! Listen to audiotapes or take a training course on your computer during the flight.

131．Keep a file on the personnel in the cities you are visiting. It’s always impressive to walk in, call the receptionist by name and ask about a son or daughter’s soccer season. They’ll never forget you!

132．Before leaving the office, make sure everyone knows what needs to be done while you are gone and ask your staff to sort the mail and condense it to action items while you are away.

133．Always carry emergency cash — enough for taxi, tips and some for “just in case.” You probably do not want to be wasting your time looking for an ATM in an unfamiliar city.

134．Complete your expense documentation as the expenses occur. Do not try to reconstruct your expenses later. Maintain a tally of expenses in your organizer and throw the receipts in a pocket file. As soon as you get back home immediately submit receipts/expense report.

135．Where did you park your car? Write down the exact location in your organizer. Isn’t it funny — how your car sometimes “moves” while you are gone? This can save you untold time frantically searching parking lots.

七、Organizing Yourself…First Things FIRST

Overview
“Unlike other resources, time cannot be bought or sold, borrowed or stolen, stocked up or saved, manufactured, reproduced, or modified.
All we can do is make use of it. And whether we used it or not, it nevertheless slips away.”
—Jean-Louis Servan-Schreiber

Ulcers are something you get from mountain climbing over molehills.

136．Work smarter, not harder. Doing inefficient things “harder” does not do anything but wear you out faster. Figure out ways to shorten tasks by eliminating steps, combining parts and getting more done by working easier.

137．Manage your to-do list. Start with the most important task and work down. If you accomplish nothing other than your number one priority, you’ll be ahead. Avoid the temptation to tackle fun or easy tasks first just because you like shorter lists.

138．Never throw business cards into a drawer. That is a good way to frustrate yourself and waste some time trying to retrieve it. Enter the info into a database then throw out the card.

139．Frequently ask your self the #1 time management question of all time: What’s the best use of my time…RIGHT NOW?

140．Want to attack procrastination? Write down your goals twice a day. You’ll become more focused on getting the important things done.

141．Do everything faster! Walk a step faster, write e-mails faster and get off the phone faster. Search for times where you can gain a few seconds that will add up to a few minutes a day.

142．Leave yourself reminder voicemails. When you are driving and have that “ah-ha” idea, send yourself a voicemail while the idea is fresh on your mind. You’ll save time trying to remember the brilliant idea that slipped your mind.

143．According to the Pareto Principle, 80% of your results will come from 20% of your activities. Want to be more efficient? Figure out the 20% that are your most important activities and spend your time mastering those activities.

144．Use your energy according to your personal peak times. Take on the creative projects when you are the sharpest and do the mundane stuff when you’re least creative. Not everybody is a morning person!

145．Check yourself and discover how you are spending your time. Do you spend time doing the right things or the wrong things? Well, how well are you doing them? You may be doing the right things wrong or the wrong things right. Focus your energy on doing the right things right!

146．Create a short-task list — things that could be done in five minutes or less. Hint! Sometimes you can complete the entire list while you are waiting on hold.

147．Create a 10-20 minute file. Most people have at least twice a day when an unexpected 20-minute gap comes up. When those gaps happen, knock out some of your to-do list.

148．A place for everything and everything in its place. It still works! Searching for your stapler, calculator, note pad or pen is a time-waster, creating stress and frustration. Oh, by the way, throw away those dead batteries. It is a waste of time – and frustrating – to be searching for the good batteries among the dead batteries.

149．Are you a paper shuffler? If so, mark the top of the paper every time you touch it. These tick marks will remind you you’re wasting time every time you touch that paper.

150．Create an e-mail address book and distribution list for those with whom you frequently communicate. Not only will you save time looking up addresses, you’ll save a lot of typing time. Ten keystrokes saved on fifty e-mails a day equals 125,000 keystrokes saved a year. You know how long it takes to press “a” 125,000 times? Don’t try it! Just take our word.

151．Buy a small tape recorder and put it next to your bed. Now, you can capture all those great ideas that seem to “vanish into thin air” when you wake up.

152．General rule: if it takes less than five minutes, get it done now.

153．Set specific goals for two weeks and write the goals down. Then, focus your attention on activities that lead to achieving those goals. You will be surprised how much you can accomplish if you put your goals on paper.

154．“Group” similar tasks together. You’ll have all the necessary materials together and can save valuable time not having to refocus for each separate task. Fewer transitions between tasks improve your productivity.

155．Develop an “in-today, out-tomorrow” process for all mail coming into your office.

156． Keep reading materials handy when you go to the doctor’s office. Most magazines in waiting rooms are from last year anyway, and you waste time just sitting.

157．Never open e-mails from people whose names you do not recognize or subjects are not important to you. There’s too much “spam” requiring too much time to filter through every e-mail that you receive — and there’s too many viruses floating around out there.

158．Rip and read. Quickly scan the magazines that show up on your desk, evaluate which articles you want to read, tear them out and save for the right time for you to read. Throw away the rest of the magazine. You waste time flipping through the same pages to get to the one article you want to read.

159．Gr-r-r! Attack procrastination! Do it now! Putting things off seldom improves the quality of your work. It also adds stress when you know that you have something to do that should have already been done.

160．Reward yourself when you complete a task you wanted to delay. It will give incentive to knock out other unpleasant tasks.

161．“Learn how to separate the majors from the minors. A lot of people don’t do well simply because they major in minor things.”
— Jim Rohn
You can never get much of anything done unless you go ahead and do it before you are ready.

八、Time For Yourself…And What’s Important

“Time is a natural resource - like fuel. When it is abundant, we take it for granted; when it becomes scarce, we search for that extra gallon, regardless of cost. Wouldn’t you give anything for another gallon of time with some of your friends who are gone? Time is a precious gift - every second, every minute, every day - use it wisely. You cannot pay the cost of losing time.” - Sonny Gann

162．Get your rest! The more rested you are, the more you can accomplish in a shorter period. If you’re tired, you’re usually slower, rework more and end up even more exhausted. Take care of yourself!

163．Become a champion at minimizing the work you take home for the weekend. Leave enough time to recharge your battery.

164．Go to lunch at 11:00 a.m. or 1:00 p.m. to save time both in the line and the time that it takes to get your food. Going to lunch at noon will conservatively cost you at least 15 minutes a day…and the tip’s the same. Think that is a good deal?

165．Use a home delivery grocery service. Unless you really enjoy the sights, sounds, and lines at the grocery store, let someone else spend their time for you. Most of the services are free of charge.

166．Start your morning the night before! Lay out your clothes the night before, including knowing where you left your shoes (this is important!). Put items needed for work the next day in your car the night before.

167．Fill up your car on the way home from work. Don’t waste your prime morning time at the pump.

168．Buy your postage electronically. Does anyone really enjoy standing in line at the post office?

169．Pay your bills electronically. You can save at least half the time when paying monthly bills and save money on postage. That’s a good deal!

170．Worry is a time and energy robber. It’s natural to worry, but you can shorten the time between when you start worrying and when you begin doing something about it.

171．Turn off the TV. (Yes, really turn it off!) Enjoy favorite programs but turn the television off when you’re just veggin’ in front of the tube. Ask yourself; “Does this program really contribute to my personal or professional goals?” If not, you may want to turn it off, or at least change the channel.

172．If you enjoy watching television, tape your favorite shows and watch the videotape at your convenience. Fast- forwarding through commercials will save you about 15 minutes of every hour.

173．Buy a coffee pot with a timer and get it ready before you go to bed.

174．Plot your route to work and find services, such as dry cleaners, automobile repair, etc. on your way. Stop spending your valuable time trying to save a few pennies. Don’t drive across town to save a few cents on items that you could pick up on the way to work. It’s not worth your time.

175．Listen to audiotapes on the way to work. Pick one day every week and learn something. The average person spends 500 hours per year in their car. Why not use some of that time to grow personally or professionally - or to just be entertained. You deserve it!

九、Bonus!

176．Give a copy of this book to your spouse, coworkers and friends. The better you become at managing your time, the more time you will have to enjoy each other.

论技术、制造、质检的相互作用

随着企业经营方式向着以市场（顾客）为导向的历史性转变，品质管理也经历了从最初的事后把关、事中控制、事先预防的发展过程，发展到现在的以顾客为关注焦点、全员参与的全面质量管理，制造、检验、技术等部门在质量管理中的作用和相互关系也发生了维妙的变化。那么发展到今天，三者在质管量理中的作用和相互关系又应该是怎样的呢？

我们咨询过的国内企业中，不论其经济性质如何，即使是美、日等外商投资或港、台与内地合资的企业，普遍存在着这样的现象：

● 质量管理是质检部门的事情，技术部门只负责样品的制作和作业指导书的编制以及工艺流程的编排，制造部门只负责生产的安排的进度控制确保交货期就行了。

● 质检部门和制造部门总是矛盾不断，制造部注重效率和成本而忽视产品质量，质检部门一味地强调质量而不管制造部的难处。

●质量管理队伍看似庞大，却因为与相关部门不能协调合作，甚至互相推卸责任效果而导致效果不佳，虽然通过了质量管理体系认证，但体系运行效果并不好。

在质量管理工作中如何解决这些问题，正确认识各部门在质量管理过程中的作用和相互关系是很有必要的，本文试从以下几个环节加以说明。

一、 样品制作及工艺流程的编排和作业指导书的编写

对于非OEM型生产的企业来讲，可以说样品制作是质量管理过程的开始。通常情况客户下订单之前都会要求送样，只有样品通过后才会考虑下订单的，所以样品的制作也就至关重要了。

客户要求打样会提供产品图纸（有的也提供样品），那么技术部门首先要根据客户图纸或对样品进行评审分析，包括：确定产品、过程特殊特性；工艺流程；编制控制计划（CP）；列出产品材料明细表（BOM），制作模具以及工装以及检具，然后备齐材料开始制作样品。在样品制作过程中有一项工作是十分重要且必不可少的，就是做好相关的样品制作过程记录。以铸造企业铸件生产为例，如炉前熔炼、造型、浇注、热处理（存在时）等关键过程控制原始记录。对熔炼用的原辅材料、使用的模具以及工装/夹具、机器、熔炼设备等，还有在混砂、制芯、造型、熔炼、浇注清理、加工等制作过程中出现的异常现象的原因及采取的措施等也应记录下来，所有这些都是编排工艺流程和编写作业指导书工艺卡的依据，最好是编排工艺流程的人员和编写作业指导书的人员能亲自制作样品更好。

有这样一家公司，技术部有专门的样品小组制作样品，但却无相关的记录，工艺编排和作业指导书或工艺卡则另由专门人员来完成的。工艺编排就只能是凭想象，或者等到批量生产时到生产线去看了后再编排，作业指导书或工艺卡当然也就编写不出个什么样子了。如机加工作业指导书工艺卡大都是把客户提供的图纸照搬到本公司版本的图纸上来，根本就没有什么细节性的东西，每个工序、工步怎么操作，需要注意什么都没有说明的。还有的因为客户图纸是通过中间商后再过来公司的，所以都是英文版的，也没有翻译过来。未曾经过必要的工艺转化，因此用这样的作业指导书去指导或工艺卡生产的结果就不能使企业得到更好的效率。

作业指导书或工艺卡是制造部门生产的行为准则和依据。应该尽可能简单明了、便于操作者领会并且要针对每道工序在样品制作时出现过的问题或可能出现的问题，注明应该注意的事项。这样才可以在生产过程中起到预防的作用，这也正是质量管理的根本目的所在。

样品制作及工艺流程和作业指导书或工艺卡的编排和编写，也不仅仅是技术部门的事情。工艺流程的编排务必要考虑到实际生产流程安排的合理和方便，制造部门在按工艺流程安排生产时若有发现不合理或不方便时，应和技术部门协商加以改进。而生产过程中肯定还会有异常情况出现或者觉得有需要改进的地方，因此也应该会同质检部门和技术部门做好异常处理后由技术部门对作业指导书或工艺卡进行完善，在注意事项中加以注明。质检部门也应该参与工艺的审查和样品的评审，由技术部和质检部门共同进行，根据客户的要求设定产品的检验项目和检验标准，以便在正式生产时对生产过程实施监控。

二、 制造部的任务就是要控制质量管理中的核心过程--制造过程

产品是企业制造过程活动的结果，作为企业对外形象代表的产品，它的诞生之地便是生产现场，是企业主要的增值过程。制造部门在企业中起举足轻重的作用，离不开其它部门的紧密配合。

制造部门在生产时要考虑到产品质量、成本、交货期及安全生产等各个方面，那么到底要做哪些质量管理方面的工作呢？简单来讲有以下几点：

1． 严格按作业指导书或工艺卡进行生产操作。进行有关作业标准的教育，提高作业者的操作技术水平，既提高生产效率，又保证加工质量。

2． 配合质检部门做好产品首件检验和工序首件确认，确保在正常情况进行安全生产。

3． 进行工序过程控制。工序过程控制是生产过程质量的基本职能，按工艺流程策划，安排好工序检验。采用控制计划确定的方法、频次判定
工序质量是否符合标准规定，质量数据波动是否在控制范围，工序是否处于稳定状态。协同相关部门分析寻找不合格品的原因，采取纠正、预防措施，防止不合格品的发生和再次发生。要求和培养员工的自检习惯，做到"不合格品不流入下一道工序"。

4． 做好在制品的管理，防止不合格品的非预期使用和交付。

5． 做好相关的记录，以备必要的可追溯性。

以上几点看似简单，要真正做好却不简单。有些工厂也有作业指导书，要么像前面说的那样让人不能理解，要么是作业指导书只停留在班组长手里或贴在墙上，而不是发放到具体的工序，这样一来作业指导书也就在一定程度上失去了作用。

也有这样一家工厂，产品的首件检验和工序的首件确认都是由制造部门自己来完成的，只有例行实验才由质检部门的专门人员去做。本来应由质检部门来做的事情却落到了制造部门头上，此事一直争议很大，两个部门也曾为此闹不愉快。顾名思义，产品的首件检验是指批量生产开始时，从生产线下来的第一件产品应送交质检部门进行逐项的检验，以验证是否满足客户要求，确保在产品要求得到满足的条件下进行生产，因此还是由质检部门来做更为妥当。 同样在这家工厂，尽管在各个重要一点的工序都安排了专门的检查人员，但产品质量却总是保证不了，最后不得不成立了全检组，对重要一点的客户产品在生产线加工（包括正常的检验）完成后施行全部检验。究其原因，除了其它原因引起的工人士气不高外，还在于：对作业者缺少必要的培训，作业者对产品要求和检验的标准不明了；一些质量数据虚假，无法据此判定工序是否稳定；产品质量异常处理流于形式。有趣的是这是一家通过了ISO9001：2000质量管理体系认证的工厂，所以说国内的认证有效性值得商榷。

三、对产品流程的授权放行是质检部门的首要职责

质检部门在制造过程中起到什么作用，或者说做哪些工作呢？以下几项大概是必须要的。

1． 产品的首件检验，工序的首件确认。工序首件确认是指各工序开始作业时，最初加工完的半成品按由质检员按规定进行确认有无异常（产品的首件检验前面已作解释，不再重复）。

2． 巡回检验。检验人员在制造现场的检验，以便及时发现问题防止不合格品的出现。

3． 最终检验。最终检验属于事后把关的行为，但必不可少，完工成品只有通过最终检验后方可出货。最终检验一般采取抽样的方式进行。

4． 作好各种检验记录及其它与质量状况有关的记录。检验记录和其它与质量有关的记录是产品的符合性的证据，应该切实记录和按规定妥善
保存。

5． 进行可靠性管理。可靠性管理主要是指在模拟环境条件和使用条件下产品使用寿命的实验，如震动时效检验实验、破坏性检验实验等。

6． 参与产品质量异常的处理，并对纠正、预防措施进行跟踪，对其效果进行确认。

质检部门在进行各种检验工作时要认识到：他们的工作是发现问题而不是挑刺；如果单纯把检验工作认为就是要想尽办法找毛病的话，可能就会和制造部门之间产生很多矛盾。有一家公司为了保证产品的质量，检验队伍可谓庞大：每班组一名QC（质量控制人员），每两班组一名巡回检验员，每工段一名工艺督查员，另设有最终检验小组负责两个班组的产品放行。使人感到他们所属的部门有些不尽合理：QC属于制造部，巡回检验员和工艺督查员属于技术部，最终检验小组才属于质检部门。其中制造部QC和技术部巡回检验的工作性质几乎一样，所以有时就产生相互依赖的现象，出现问题时就推责任给对方，而工艺督查就主要是检查是否执行工艺标准和对质量异常的处理（和制造部门一起分析原因），最终检验就只是对完工成品抽样检验和把要进行例行实验的产品按规定送例行实验室。更让人想不明白的是，制造过程中产品质量异常的处理和质检部门没关系。原因是由工艺督查和班组长及工段长来分析的，对策是由班组长和工段长来采取和实施的，就连对策效果确认都是由制造部门来进行的，质检部门的工作就只剩下来料检验、最终检验、例行实验、质量例会和处理客户投诉了。这样一来结果就可想而知了，职责不分责任不明，出了问题除了互相推卸责任外，就谈不上什么协调合作，要想把品质搞好也就是很难的事情了。

四、技术部是制造工艺过程控制的立法单位

技术部门似乎和制造过程中的质量管理没有多大关系，其实不是这样。首先技术部要根据客户图纸或对样品组织制造、检验等相关部门进行评审分析、制控制计划包括：确定产品、过程特殊特性；工艺流程；列出产品材料明细表（BOM），制作模具以及工装以及检具，然后备齐材料开始制作样品。依据制控制计划（CP）做好作业指导书或工艺卡和各种技术标准的编制、发放、回收、修改和作废等工作，要保证发放给制造部门的是正确、有效版本。其次就是对在制造部门对工艺提出的质疑或不明白的地方，技术部门负有解释的责任，技术部门要认真对待制造部门的反馈，要与制造部门探讨对作业标准和工艺进行修改和完善。再其次就是配合制造部、质检部门对制造过程中出现的异常现象进行原因分析，对采取纠正和预防措施提供意见。

五、跨越部门的过程--处理顾客投诉

顾客投诉是谁都不想看到，却又不得不面对的一个问题。虽说亡羊补牢，却也是十分必要的。对顾客反馈意见的收集和分析、对顾客投诉的处理毫无疑问应该由品质部门来主管的。接到顾客投诉后，最重要的是采取补救措施和分析造成质量事故的真正原因，以便采取有效的措施防止类似事件的再次发生，而不是追查责任由谁来负。如果这样，势必就会互相推卸责任对处理问题百害而无一益。一家公司每当有顾客投诉，产品质量主管就在一份《顾客投诉处理报告单》，上面填写好顾客投诉的内容，而具体的原因分析、应急措施、暂定对策、持久对策，全部交给手下一个"能人"。曾经为此发生过不少矛盾，后来经过多次会议讨论，决定由质检部门会同制造部和技术部一同分析原因和制定改进措施，由质检部门跟踪实施情况和确认改进效果。

事实上也应如此。和制造过程出现的产品质量异常处理一样，都应该是各部门联合作战才对，因为问题的出现不可能是单方面的原因，有可能是加工不精的原因，也有可能是作业指导书或工艺有缺陷，而流入到顾客处的不合格品，产品质量检验部门就责无旁贷了。因此只有各部门紧密配合，发挥团队作用才能找出问题的真正原因，消除影响产品质量的各方面的因素，从而改善和提高产品质量，最终达到顾客满意。

ISO9000：2000中所述的质量管理八项原则，其中就有以顾客为关注焦点、全员参与、过程方法和管理的系统方法等。企业在分工基础上，应当更强调系统发挥团队作用。一个企业组织是一个由许多相互作用的部分组成的开放系统，只有组织中的一切要素、工作或活动和谐地配合形成团队，才便于组织的整体目标能够顺利实现。