‫ﺃﻓﻜﺎﺭ ﺨﺘﺎﻤﻴﺔ‬ ‫ﺍﻟﻔﺼل‬

‫‪Concluding Thoughts‬‬ ‫‪7‬‬

‫‪ 1‬ﳌﺎﺫﺍ ﻫﺬﻩ ﺍﻷﻓﻜﺎﺭ ﺍﳋﺘﺎﻣﻴﺔ؟‬

‫ﻟﻘﺪ ﺧﺼﺺ ﻫﺬﺍ ﺍﻟﻜﺘﺎﺏ ﻟﺘﻘﺪﱘ ﻋﺮﺽ ﻋﻤﻠﻲ ﻭ ﻣﺒﺴﻂ ﻟﻠﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ‬
‫ﻟﻠﺠﻮﺩﺓ )‪ (The seven Basic Quality Tools‬ﺍﻟﱵ ﺗﻌﺘﱪ ﺍﻷﺩﻭﺍﺕ ﺍﻷﺳﺎﺳﻴﺔ ﰲ‬
‫ﺍﳌﺮﺍﻗﺒﺔ ﺍﻹﺣﺼﺎﺋﻴﺔ ﻟﻠﻌﻤﻠﻴﺎﺕ )‪ (Statistical Process Control‬ﻭ ﺿﺒﻂ ﺍﳉﻮﺩﺓ‬
‫)‪ (Quality Control‬ﻭ ﻛﺬﻟﻚ ﺍﳊﺠﺮ ﺍﻷﺳﺎﺱ ﰲ ﻓﻠﺴﻔﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ‬
‫)‪ (Total Quality Management‬ﻭ ﺻﻮﺭﻬﺗﺎ ﺍﳉﺪﻳﺪﺓ ﻓﻠﺴﻔﺔ ﺍﻟﺴﺘﺔ ﺳﻴﺠﻤﺎ ) ‪Six‬‬
‫‪ (Sigma‬ﻟﻠﺘﺤﺴﲔ ﺍﳌﺴﺘﻤﺮ ﻟﻠﻌﻤﻠﻴﺎﺕ )‪(Continuous Process Improvement‬‬
‫)‪.(Green, 2006‬‬
‫ﻟﻘﺪ ﺗﺒﻠﻮﺭﺕ ﻓﻜﺮﺓ ﺗﺄﻟﻴﻒ ﺍﻟﻜﺘﺎﺏ‪ ،‬ﻛﻤﺎ ﲤﺖ ﺍﻹﺷﺎﺭﺓ ﺇﻟﻴﻪ ﰲ ﺍﳌﻘﺪﻣﺔ‪ ،‬ﻧﺘﻴﺠﺔ‬
‫ﻣﺎ ﻭﻓﻘﻨﺎ ﺍﷲ ﻓﻴﻪ ﻣﻦ ﳒﺎﺡ ﳌﻮﻗﻌﻨﺎ ﺍﻟﺘﺪﺭﻳﱯ ﻋﻠﻰ ﺍﻻﻧﺘﺮﻧﺖ ﻟﻀﺒﻂ ﺍﳉﻮﺩﺓ‬
‫)‪ ،(http://hctmetrology.tripod.com/quality‬ﻭ ﻛﺎﻥ ﺍﳍﺪﻑ ﻭﺭﺍﺀ ﺗﺄﻟﻴﻒ ﺍﻟﻜﺘﺎﺏ ﻫﻮ‬
‫ﺗﻘﺪﱘ ﺩﻟﻴﻞ ﻋﻤﻠﻲ ﻋﻦ ﺗﻘﻨﻴﺎﺕ ﺍﳉﻮﺩﺓ ﳝﻜﻦ ﺍﻟﻄﺎﻟﺐ‪ ،‬ﻭ ﺍﳌﻬﻨﺪﺱ ﺍﻟﺼﻨﺎﻋﻲ ﻭ ﺍﳌﻮﻇﻒ‬
‫ﻭ ﺍﳌﺴﲑ ﺍﻹﺩﺍﺭﻱ ﻣﻦ ﺗﻌﻠﻢ ﻫﺬﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺧﻄﻮﺓ ﲞﻄﻮﺓ )‪ (Step by step‬ﻳﻨﺘﻬﻲ ﺑﻪ ﺇﱃ‬
‫ﺍﻟﺘﻄﺒﻴﻖ ﺍﻟﻌﻤﻠﻲ ﰲ ﻭﺍﻗﻊ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺍﳋﺪﻣﻴﺔ‪ ،‬ﻭ ﺃﲤﲎ ﺃﻥ ﺃﻛﻮﻥ ﻗﺪ ﻭﻓﻘﺖ ﰲ‬
‫ﲢﻘﻴﻖ ﻫﺬﺍ ﺍﳍﺪﻑ‪.‬‬
‫‪385‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬
‫ﺇﻥ ﻫﺬﺍ ﺍﻟﻜﺘﺎﺏ ﱂ ﻳﻜﻦ ﻟﻴﺼﻞ ﺇﱃ ﻳﺪﻳﻚ ﻋﺰﻳﺰﻱ ﺍﻟﻘﺎﺭﺉ ﻬﺑﺬﻩ ﺍﻟﻨﻮﻋﻴﺔ ﻟﻮﻻ‬
‫ﺍﳌﺸﺎﺭﻛﺎﺕ ﺍﻟﻔﻌﺎﻟﺔ ﰲ ﻋﻤﻠﻴﺔ ﻣﺮﺍﺟﻌﺔ ﻧﺼﻮﺻﻪ ﻭ ﺗﻨﻘﻴﺤﻬﺎ ﻭ ﺗﺼﻮﻳﺐ ﺍﳌﻌﻠﻮﻣﺎﺕ‬
‫ﺍﻟﻌﻠﻤﻴﺔ ﻓﻴﻪ‪ ،‬ﺍﻟﱵ ﺑﺬﳍﺎ ﳎﻤﻮﻋﺔ ﻣﻦ ﺍﻹﺧﻮﺍﻥ ﺍﻟﺒﺎﺣﺜﲔ ﺍﻷﻛﺎﺩﳝﻴﲔ ﻭ ﺍﳌﻤﺎﺭﺳﲔ ﰲ ﳎﺎﻝ‬
‫ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻭ ﺗﻘﻨﻴﺎﻬﺗﺎ‪ .‬ﻓﻤﻦ ﺧﻼﻝ ﻣﻼﺣﻈﺎﻬﺗﻢ ﻭ ﺗﺼﻮﻳﺒﺎﻬﺗﻢ ﻋﻦ ﻫﺬﻩ ﺍﻟﺘﻘﻨﻴﺔ ﺃﻭ ﺗﻠﻚ‬
‫ﺍﳉﺰﺋﻴﺔ‪ ،‬ﻛﺎﻥ ﻻﺑﺪ ﻋﻠﻲ ﺃﻥ ﺃﻋﻮﺩ ﻭ ﺃﺭﺍﺟﻊ ﺃﻣﻬﺎﺕ ﺍﻟﻜﺘﺐ ﻣﺜﻞ ) ‪Juran (2000),‬‬
‫)‪ (Deming (1987), Feigenbaum (1991‬ﻭ ﻛﺬﻟﻚ ﺍﻹﻃﻼﻉ ﻋﻠﻰ ﺍﻟﻜﺜﲑ ﻣﻦ‬
‫ﺍﻷﲝﺎﺙ ﺍﳌﻨﺸﻮﺭﺓ ﰲ ﳎﺎﻝ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ )‪ (Quality Management‬ﺣﱴ ﺃﺟﺪ ﺍﳉﻮﺍﺏ‬
‫ﺍﻟﺼﺤﻴﺢ ﻭ ﺃﺩﻭﻥ ﺍﻷﺩﻕ ﻭ ﺍﻷﺻﺢ ﺑﲔ ﺻﻔﺤﺎﺕ ﻫﺬﺍ ﺍﻟﻜﺘﺎﺏ ﻣﺘﺤﺮﻳﺎ ﺗﻄﺒﻴﻖ ﺍﳌﺒﺪﺃ‬
‫ﺍﻟﻌﺎﻡ ﺍﻟﺬﻱ ﻋﻠﻤﻨﺎ ﺇﻳﺎﻩ ﻣﻌﻠﻢ ﺍﻟﺒﺸﺮﻳﺔ‪ ،‬ﺳﻴﺪﻧﺎ ﻭ ﺣﺒﻴﺒﻨﺎ ﺍﳌﺼﻄﻔﻰ ﳏﻤﺪ ‪ ": ‬ﺇﻥ ﺍﷲ‬
‫ﻼ ﺃﻥ ﻳﺘﻘﻨﻪ"‪.‬‬
‫ﳛﺐ ﺇﺫﺍ ﻋﻤﻞ ﺃﺣﺪﻛﻢ ﻋﻤ ﹰ‬
‫ﳍﺬﺍ ﻓﻤﻦ ﺧﻼﻝ ﻛﺘﺎﺑﺔ ﺍﻟﻔﺼﻮﻝ ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﻜﺘﺎﺏ‪ ،‬ﻓﻘﺪ ﲡﻤﻌﺖ ﻟﺪﻱ‬
‫ﳎﻤﻮﻋﺔ ﻣﻦ ﺍﻷﲝﺎﺙ ﺍﻟﻌﻠﻤﻴﺔ ﺍﻟﻘﻴﻤﺔ ﺍﻟﱵ ﺗﻮﺿﺢ ﻣﺪﻯ ﻓﻌﺎﻟﻴﺔ ﻫﺬﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺒﺴﻴﻄﺔ ﰲ‬
‫ﲢﺴﲔ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭ ﺍﻟﺮﻓﻊ ﻣﻦ ﺟﻮﺩﺓ ﳐﺮﺟﺎﻬﺗﺎ ﳑﺎ ﻳﺴﺎﻫﻢ ﺇﳚﺎﺑﺎ ﰲ ﻛﺴﺐ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬
‫ﻭ ﻛﺴﺐ ﺛﻘﺘﻬﻢ ﻭ ﺍﻟﺮﻓﻊ ﻣﻦ ﻣﺴﺘﻮﻯ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺭﲝﻴﺔ ﺍﳌﻨﺸﺂﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺍﳌﻨﻈﻤﺎﺕ‬
‫ﺍﳋﺪﻣﻴﺔ‪.‬‬
‫ﻫﻨﺎ ﻃﺮﺣﺖ ﺍﻟﻔﻜﺮﺓ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬ﲟﺎ ﺃﻥ ﺍﳍﺪﻑ ﺍﻟﺮﺋﻴﺴﻲ ﻣﻦ ﻭﺭﺍﺀ ﺍﻟﻜﺘﺎﺏ ﻛﺎﻥ‬
‫ﻣﺘﻤﺜﻼ ﰲ ﺗﻮﻓﲑ ﺍﻟﺪﻟﻴﻞ ﺍﻟﻌﻤﻠﻲ ﳌﺴﺘﻌﻤﻞ ﺗﻘﻨﻴﺎﺕ ﺍﳉﻮﺩﺓ ﺃﻭ ﺩﺍﺭﺳﻬﺎ ﻭ ﻗﺪ ﲢﻘﻖ ﻣﻦ‬
‫ﺧﻼﻝ ﺍﻟﻔﺼﻮﻝ ﺍﻟﺴﺘﺔ ﺍﻷﺳﺎﺳﻴﺔ‪ ،‬ﳌﺎﺫﺍ ﻻ ﺗﻜﻮﻥ ﺧﺎﲤﺔ ﺍﻟﻜﺘﺎﺏ ﺑﺎﺑﺎ ﻳﻔﺘﺢ ﻋﻠﻰ ﺍﻟﺒﺤﺚ‬
‫ﺍﻟﻌﻠﻤﻲ ﰲ ﳎﺎﻝ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻳﺴﺘﻔﻴﺪ ﻣﻨﻪ ﻋﻠﻰ ﻭﺟﻪ ﺍﳋﺼﻮﺹ ﺍﻟﻔﺌﺘﲔ ﺍﻟﺘﺎﻟﻴﺘﲔ‪:‬‬
‫ﻓﺌﺔ ﺍﻟﻌﺎﻣﻠﲔ ﰲ ﺍﺠﻤﻟﺎﻝ ﺍﻷﻛﺎﺩﳝﻲ )‪ (Academics‬ﻣﻦ ﺩﻛﺎﺗﺮﺓ ﻭ ﻃﻠﺒﺔ‬ ‫)‪(1‬‬
‫ﺩﺭﺍﺳﺎﺕ ﻋﻠﻴﺎ )ﻣﺎﺟﺴﺘﲑ ﻭ ﺩﻛﺘﻮﺭﺍﻩ( ﰲ ﺟﺎﻣﻌﺎﺗﻨﺎ ﺍﻟﻌﺮﺑﻴﺔ ‪ :‬ﻓﻤﻦ ﺧﻼﻝ ﺗﻘﺪﱘ‬
‫ﻋﻴﻨﺔ ﻣﻦ ﺍﻷﲝﺎﺙ ﺫﺍﺕ ﺍﻟﻄﺎﺑﻊ ﺍﻟﺘﻄﺒﻴﻘﻲ‪ ،‬ﻬﻧﺪﻑ ﺇﱃ ﺇﻋﻄﺎﺀ ﻓﻜﺮﺓ ﻋﻦ ﺇﻣﻜﺎﻧﻴﺔ‬

‫‪386‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬

‫ﺍﺳﺘﻌﻤﺎﻝ ﻃﺮﻕ ﻭ ﺃﺳﺎﻟﻴﺐ ﺍﻟﺒﺤﺚ ﺍﻟﻌﻠﻤﻲ ﰲ ﳎﺎﻝ ﺗﻘﻨﻴﺎﺕ ﺍﳉﻮﺩﺓ ﻟﻠﻤﺴﺎﳘﺔ‬
‫ﰲ ﺣﻞ ﻣﺸﺎﻛﻞ ﺣﻘﻴﻘﻴﺔ ﺗﻮﺍﺟﻬﻬﺎ ﺍﳌﻨﻈﻤﺎﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺍﳋﺪﻣﻴﺔ ﰲ ﺍﻟﺒﻼﺩ‬
‫ﺍﻟﻌﺮﺑﻴﺔ ﲞﺼﻮﺹ ﺟﻮﺩﺓ ﺍﳌﻨﺘﺠﺎﺕ ﻭ ﺍﳋﺪﻣﺎﺕ ﺧﺎﺻﺔ ﰲ ﻇﻞ ﻇﺮﻭﻑ ﻋﻮﳌﺔ‬
‫ﺍﻻﻗﺘﺼﺎﺩ ﺍﻟﱵ ﺗﻔﺮﺽ ﻋﻠﻰ ﻫﺬﻩ ﺍﳌﻨﻈﻤﺎﺕ ﺗﻘﺪﱘ ﻣﻨﺘﺠﺎﺕ ﺣﺴﺐ ﺍﳌﻌﺎﻳﲑ‬
‫ﺍﻟﺪﻭﻟﻴﺔ‪.‬‬
‫ﻓﺌﺔ ﺍﻟﻘﻴﺎﺩﺍﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺍﻟﻌﻠﻴﺎ )‪ (Top Management Leaders‬ﰲ ﺍﳌﻨﻈﻤﺎﺕ‬ ‫)‪(2‬‬
‫ﺍﳊﻜﻮﻣﻴﺔ ﻭ ﺍﳌﻨﺸﺂﺕ ﺍﳋﺎﺻﺔ )‪: (Public and Private Organizations‬‬
‫ﻓﻤﻦ ﺧﻼﻝ ﻫﺬﻩ ﺍﻷﲝﺎﺙ ﳝﻜﻦ ﳍﺬﻩ ﺍﻟﻘﻴﺎﺩﺍﺕ ﺗﺒﲏ ﺍﻟﻄﺮﺡ ﺍﻟﻌﻠﻤﻲ‬
‫)‪ (Scientific approach‬ﺍﻟﻘﺎﺋﻢ ﻋﻠﻰ ﺍﻻﺳﺘﻌﻤﺎﻝ ﺍﻷﻣﺜﻞ ﻟﺘﻘﻨﻴﺎﺕ ﺍﳉﻮﺩﺓ ﳊﻞ‬
‫ﺍﳌﺸﺎﻛﻞ ﺍﻟﱵ ﻳﻮﺍﺟﻬﻮﻬﻧﺎ ﰲ ﻣﻨﻈﻤﺎﻬﺗﻢ ﻭ ﻛﺬﻟﻚ ﻟﺘﺤﻘﻴﻖ ﻣﺴﺘﻮﻳﺎﺕ ﻋﻠﻴﺎ ﻣﻦ‬
‫ﺍﻟﺘﺤﺴﲔ ﺍﳌﺴﺘﻤﺮ ﰲ ﺍﻟﻌﻤﻠﻴﺎﺕ )‪(Continuous Process Improvement‬‬
‫ﻭﺍﻟﺘﻤﻴﺰ ﰲ ﺃﺩﺍﺀ ﻣﻨﻈﻤﺎﻬﺗﻢ ) ‪Business and Organizational‬‬
‫‪.(Excellence‬‬

‫ﰲ ﺍﻟﻔﻘﺮﺓ ﺍﳌﻮﺍﻟﻴﺔ ﺳﻨﻘﺪﻡ ﺧﻼﺻﺔ ﻟﺒﻌﺾ ﺍﻷﻋﻤﺎﻝ ﺍﻟﻌﻠﻤﻴﺔ ﺗﺒﲔ ﻭ ﺑﻮﺿﻮﺡ ﺗﺎﻡ‬
‫ﻛﻴﻒ ﺃﻧﻪ ﻣﻦ ﺧﻼﻝ ﺍﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ ﺍﻟﺴﺒﻊ ﻟﻠﺠﻮﺩﺓ ) ‪The seven basic‬‬
‫‪ (quality tools‬ﲤﻜﻨﺖ ﻣﻨﻈﻤﺎﺕ ﻋﺎﳌﻴﺔ ﻣﻦ ﺣﻞ ﻣـﺸﺎﻛﻞ ﺍﳉـﻮﺩﺓ ﰲ ﺍﳌﻨﺘﺠـﺎﺕ‬
‫ﻭﺍﳋﺪﻣﺎﺕ ﻭ ﺍﻟﺮﻓﻊ ﻣﻦ ﻣﻘﺪﺭﺓ ﻋﻤﻠﻴﺎﻬﺗﺎ ﺍﻹﻧﺘﺎﺟﻴﺔ ﺇﱃ ﻣﺴﺘﻮﻳﺎﺕ ﺟﻴﺪﺓ ﺗـﺴﻤﺢ ﳍـﺎ‬
‫ﺑﺘﺨﻔﻴﺾ ﻧﺴﺒﺔ ﺍﻹﻧﺘﺎﺝ ﺍﳌﻌﻴﺐ )‪ (reduce defect rate‬ﻟﺪﻳﻬﺎ‪ ،‬ﻭ ﲢﻘﻴﻖ ﺭﺿﺎ ﻋﻤﻼﺋﻬﺎ‬
‫)‪ (Customer satisfaction‬ﻭ ﺑﺎﻟﺘﺎﱄ ﲢﻘﻴﻖ ﻣـﺴﺘﻮﻳﺎﺕ ﻋﻠﻴـﺎ ﻣـﻦ ﺍﻟﻌﺎﺋـﺪﺍﺕ‬
‫)‪ .(Increased Profits‬ﻭ ﺍﳍﺪﻑ ﻣﻦ ﻭﺭﺍﺀ ﻫﺬﺍ ﻛﻤﺎ ﺃﺷﺮﻧﺎ ﺳﺎﺑﻘﺎ ﻫﻮ ﲢﻔﻴﺰ ﺍﻟﺒﺎﺣﺜﲔ‬

‫‪387‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬

‫ﺳﻮﺍﺀ ﻛﺎﻧﻮﺍ ﻋﺎﻣﻠﲔ ﰲ ﺍﺠﻤﻟﺎﻝ ﺍﻷﻛﺎﺩﳝﻲ ﺃﻭ ﻣﺴﲑﻳﻦ ﰲ ﺍﻟﻘﻄﺎﻋﺎﺕ ﺍﻻﻗﺘﺼﺎﺩﻳﺔ ﳋﻮﺽ‬
‫ﺃﻋﻤﺎﻕ ﺍﻟﺒﺤﺚ ﰲ ﳎﺎﻝ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻭ ﺗﻘﻨﻴﺎﻬﺗﺎ‪.‬‬

‫‪ 2‬ﲢﺴﲔ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺍﳋﺪﻣﻴﺔ ﻋﻦ ﻃﺮﻳﻖ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟـﺴﺒﻊ‬

‫ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﺠﻮﺩﺓ )ﺩﺭﺍﺳﺔ ﺣﺎﻟﺔ ﻣﻦ ﺍﻟﻮﺍﻗﻊ ﺍﻟﺼﻨﺎﻋﻲ(‬

‫ﻟﻘﺪ ﺃﲨﻌﺖ ﺍﻟﺪﺭﺍﺳﺎﺕ ﺃﻥ ﻣﺎ ﺃﺣـﺪﺙ ﺍﳌﻌﺠـﺰﺓ ﺍﻟﻴﺎﺑﺎﻧﻴـﺔ ﰲ ﺳـﻨﻮﺍﺕ‬

‫ﺍﳋﻤﺴﻴﻨﻴﺎﺕ ﺍﳌﻴﻼﺩﻳﺔ ﻭ ﻣﺎ ﺗﺮﺗﺐ ﻋﻨﻬﺎ ﻣﻦ ﺑﺰﻭﻍ ﺍﻟﻴﺎﺑﺎﻥ ﻛﻘﻄﺐ ﺻﻨﺎﻋﻲ ﻳﻘﻮﺩ ﺍﻟﻌﺎﱂ‬
‫ﲜﻮﺩﺓ ﻣﻨﺘﺠﺎﺗﻪ ﺍﻟﻌﺎﻟﻴﺔ ﻭ ﺇﻧﺘﺎﺟﻴﺘﻪ ﺍﳌﺘﻨﺎﻣﻴﺔ ﻫﻮ ﺍﻋﺘﻤﺎﺩﻩ ﻋﻠﻰ ﻣﺒﺎﺩﺉ ﺍﳉﻮﺩﺓ ﺍﻟﱵ ﺗﻌﻠﻤﻬﺎ‬
‫ﻋﻠﻰ ﺍﻟﻌﻠﻤﺎﺀ ﺍﻷﻣﺮﻳﻜﻴﲔ ﺃﻣﺜﺎﻝ ﺩﳝﻨﺞ )‪ ،(Deming‬ﻭ ﺟﻮﺭﺍﻥ )‪ ،(Juran‬ﻭ ﻛﺮﻭﺳﱯ‬
‫)‪ (Crosby‬ﻭ ﻓﺎﻳﻐﻦ ﺑﻮﻡ )‪ (Feigenbaum‬ﺇﺿﺎﻓﺔ ﺇﱃ ﺇﺳـﻬﺎﻣﺎﺕ ﻋﻠﻤﺎﺋـﻪ ﺃﻣﺜـﺎﻝ‬
‫ﺇﻳﺸﻴﻜﺎﻭﺍ )‪ (Ishikawa‬ﻭ ﺗﺎﺟﻮﺷـﻲ )‪ (Taguchi‬ﻭ ﺇﳝـﺎﻱ )‪ (Imai‬ﻭ ﺷـﻴﻨﺠﻮ‬
‫)‪ (Shingo‬ﻭ ﻟﻌﻞ ﺃﻫﻢ ﺍﻹﺳﻬﺎﻣﺎﺕ ﰲ ﻫﺬﺍ ﺍﺠﻤﻟﺎﻝ ﳒﺪ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟـﺴﺒﻊ ﺍﻷﺳﺎﺳـﻴﺔ‬
‫ﻟﻠﺠﻮﺩﺓ ﺍﻟﱵ ﻃﻮﺭﻫﺎ ﺍﻟﻌﺎﱂ ﺍﻟﻴﺎﺑﺎﱐ ﺇﻳﺸﻴﻜﺎﻭﺍ ﻭ ﺍﻟﱵ ﻛﺎﻧﺖ ﺣﺠﺮ ﺍﻟﺰﺍﻭﻳﺔ ﰲ ﺗﻄـﻮﻳﺮ‬
‫ﻭﲢﺴﲔ ﺍﻟﻌﻤﻠﻴﺎﺕ ﰲ ﺍﻟﺼﻨﺎﻋﺎﺕ ﺍﻟﻴﺎﺑﺎﻧﻴﺔ ﻣﻨﺬ ﺑﺪﺍﻳﺔ ﺍﻟﺴﺒﻌﻴﻨﺎﺕ ﻭ ﺍﻟﱵ ﺗﺮﺗﺐ ﻋﻨـﻬﺎ‬
‫ﺗﻘﺪﱘ ﺍﳌﻨﺘﺠﺎﺕ ﺍﻟﻴﺎﺑﺎﻧﻴﺔ ﺑﺄﺣﺴﻦ ﺟﻮﺩﺓ ﻭ ﺃﻗﻞ ﺍﻷﺳﻌﺎﺭ ﳑﺎ ﻣﻜﻨﻬﺎ ﻣﻦ ﻏﺰﻭ ﺍﻷﺳـﻮﺍﻕ‬
‫ﺍﻷﻣﺮﻳﻜﻴﺔ ﻭ ﺍﻷﻭﺭﺑﻴﺔ ﺧﻼﻝ ﺍﻟﺴﺒﻌﻴﻨﺎﺕ ﻭ ﺍﻟﺜﻤﺎﻧﻴﻨﻴﺎﺕ‪.‬‬
‫ﻟﻘﺪ ﺫﻛﺮ ﺑﻮﻛﺲ ﻭ ﺁﺧﺮﻭﻥ )‪ (Box et al, 1987, 1988‬ﻣﻦ ﻣﺮﻛﺰ ﲢﺴﲔ‬
‫ﺍﳉﻮﺩﺓ ﻭ ﺍﻹﻧﺘﺎﺟﻴـﺔ )‪(Center for Quality and Productivity Improvement‬‬
‫ﺍﻟﺘﺎﺑﻊ ﳉﺎﻣﻌﺔ ﻭﻳﺴﻜﻮﻧـﺴﻦ ﻣﺎﺩﻳـﺴﻮﻥ )‪(University of Wisconsin Madison‬‬
‫ﻛﻴﻒ ﺃﻥ ﺍﻟﻴﺎﺑﺎﻧﻴﲔ ﲤﻜﻨﻮﺍ ﻣﻦ ﺍﻟﺮﻓﻊ ﻣﻦ ﻣﺴﺘﻮﻯ ﺟﻮﺩﺓ ﻣﻨﺘﺠﺎﻬﺗﻢ ﻭ ﲢﺴﲔ ﺇﻧﺘﺎﺟﻴـﺔ‬
‫ﻣﻨﻈﻤﺎﻬﺗﻢ ﻋﻦ ﻃﺮﻳﻖ ﺍﺳﺘﻌﻤﺎﻝ ﻣﺒﺎﺩﺉ ﺍﳉﻮﺩﺓ ﻣﺪﻋﻤﺔ ﺑﺎﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳـﻴﺔ ﺍﻟـﺴﺒﻊ‬

‫‪388‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬

‫ﻟﻠﺠﻮﺩﺓ‪ ،‬ﻭ ﻗﺪ ﺍﺳﺘﺨﻠﺺ ﺑﻮﻛﺲ )‪ (Box and Bisgaard, 1988‬ﰲ ﻣﻘﺎﳍﻢ ﺍﻟﻌﻠﻤﻲ‬
‫ﺑﻌﻨﻮﺍﻥ "ﺍﻟﺴﻴﺎﻕ ﺍﻟﻌﻠﻤـﻲ ﻟﻠﺠـﻮﺩﺓ" )‪ (The Scientific Context of Quality‬ﺃﻥ‬
‫‪ (Full‬ﻳﻘﻮﻡ ﻋﻠﻰ‬ ‫)‪time job for everyone‬‬ ‫ﺍﳉﻮﺩﺓ )‪ (Quality‬ﻋﻤﻞ ﲨﺎﻋﻲ ﺩﺍﺋﻢ‬
‫‪ (Scientific‬ﺍﻟﻘﺎﺋﻤﺔ ﻋﻠﻰ ﲢﻠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﺍﺠﻤﻟﻤﻌﺔ ﻣﻦ‬ ‫)‪Approach‬‬ ‫ﺍﳌﻨﻬﺠﻴﺔ ﺍﻟﻌﻠﻤﻴﺔ‬
‫ﺍﻟﻌﻤﻠﻴﺔ ﺑﺎﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ ﺍﻟﺴﺒﻊ ﻟﻠﺠﻮﺩﺓ ﻬﺑﺪﻑ ﺩﺭﺍﺳﺔ ﻭ ﻓﻬﻢ ﺍﻟـﺘﻐﲑﺍﺕ‬
‫ﻭﺍﻻﺧﺘﻼﻓﺎﺕ ﰲ ﺍﻟﻌﻤﻠﻴﺔ )‪ .(Understanding process variations‬ﻭ ﺃﺷﺎﺭ ﺇﱃ ﻫﺬﺍ‬
‫ﲟﺎ ﻳﻌﺮﻑ ﲟﺜﻠﺚ ﺟﻮﻳﻨﺮ )‪ (Joiner Triangle‬ﺍﳌﻮﺿﺢ ﻋﻠﻰ ﺍﻟﺸﻜﻞ )‪.(1-7‬‬

‫ﺍﳉﻮﺩﺓ‬

‫ﺍﳌﻨﻬﺠﻴﺔ ﺍﻟﻌﻠﻤﻴﺔ‬ ‫ﺍﻟﻌﻤﻞ ﺍﳉﻤﺎﻋﻲ‬

‫ﺍﻟﺸﻜﻞ ‪ 1-7‬ﻣﺜﻠﺚ ﺟﻮﻳﻨﺮ )‪(Joiner Triangle‬‬

‫ﻣﻦ ﺧﻼﻝ ﺗﻄﺒﻴﻖ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺴﺒﻊ ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﺠﻮﺩﺓ ﰲ ﳐﺘﻠﻒ ﺍﻟﻘﻄﺎﻋـﺎﺕ‬

‫ﺍﳊﻜﻮﻣﻴﺔ ﰲ ﻭﻻﻳﺔ ﻭﺳﻜﻮﻧﺴﻦ ﻣﺎﺩﻳﺴﻮﻥ ﰎ ﲢﻘﻴﻖ ﲢﺴﻴﻨﺎﺕ ﻣﻬﻤـﺔ ﻋﻠـﻰ ﻣﻌﻈـﻢ‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺍﳋﺪﻣﺎﺕ ﺍﳌﻘﺪﻣﺔ ﻟﻠﺠﻤﻬﻮﺭ ﰲ ﺍﻟﻮﻻﻳﺔ ﻭ ﻗﺪ ﺿـﺮﺏ ﺑـﻮﻛﺲ‬
‫)‪ (1988‬ﻣﺜﺎﻻ ﻋﻦ ﺃﺣﺪ ﻣﻌﺎﻣﻞ ﺗﺼﻨﻴﻊ ﺃﺟﻬﺰﺓ ﺍﻟﺘﻠﻔﺰﻳﻮﻥ ﺑﺎﻟﻮﻻﻳﺔ ﺃﻳﻦ ﻛﺎﻧﺖ ﻧـﺴﺒﺔ‬
‫ﺍﻹﻧﺘﺎﺝ ﺍﳌﻌﻴﺐ ﺗﻌﺎﺩﻝ ‪ 146‬ﺑﺎﳌﺎﺋﺔ ﻭ ﺑﻌﺪ ﻓﺘﺮﺓ ﻭﺟﻴﺰﺓ ﻣﻦ ﺍﺳﺘﻼﻡ ﺃﺣﺪ ﺍﳌـﺴﺘﺜﻤﺮﻳﻦ‬
‫ﺍﻟﻴﺎﺑﺎﻧﻴﲔ ﻹﺩﺍﺭﺓ ﺍﳌﺼﻨﻊ ﺣﻴﺚ ﺑﺪﺃ ﺗﻄﺒﻴﻖ ﺗﻘﻨﻴﺎﺕ ﺍﳉـﻮﺩﺓ ﰲ ﺍﻟﻌﻤﻠﻴـﺔ ﺍﻹﻧﺘﺎﺟﻴـﺔ ﰎ‬
‫ﺍﻟﻮﺻﻮﻝ ﺇﱃ ﲢﺴﻴﻨﺎﺕ ﻣﻬﻤﺔ ﰲ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭ ﺧﻔﺾ ﺍﻹﻧﺘﺎﺝ ﺍﳌﻌﻴﺐ ﺇﱃ ‪ 2‬ﺑﺎﳌﺎﺋﺔ ﻓﻘﻂ‬

‫‪389‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬

‫ﻭ ﻛﺎﻥ ﻫﺬﺍ ﰲ ﺳﻨﺔ ‪ .1985‬ﻧﻮﺟﻪ ﻋﻨﺎﻳﺔ ﺍﻟﻘﺎﺭﺉ ﺍﻟﻌﺰﻳـﺰ ﻟﻺﻃـﻼﻉ ﻋﻠـﻰ ﺃﻭﺭﺍﻕ‬
‫ﺍﻟﺒﺤﺚ ﺍﻟﺼﺎﺩﺭﺓ ﻣﻦ ﻣﺮﻛﺰ ﲢﺴﲔ ﺍﳉﻮﺩﺓ ﻭ ﺍﻹﻧﺘﺎﺟﻴﺔ ) ‪Center for Quality and‬‬
‫‪ (Productivity Improvement‬ﺍﻟﺘﺎﺑﻊ ﳉﺎﻣﻌﺔ ﻭﻳﺴﻜﻮﻧﺴﻦ ﻣﺎﺩﻳﺴﻮﻥ ﻣـﻦ ﺧـﻼﻝ‬
‫ﻣﻮﻗﻊ ﺍﳌﺮﻛﺰ ﻋﻠﻰ ﺍﻻﻧﺘﺮﻧﺖ )‪.(http://www.engr.wisc.edu/centers/cqpi/reports.html‬‬
‫ﻫﻨﺎﻙ ﺍﻟﻌﺪﻳﺪ ﻣﻦ ﺍﻟﺪﺭﺍﺳﺎﺕ ﻭ ﺍﻷﲝﺎﺙ ﺍﻟﻌﻠﻤﻴﺔ ﺍﻟﱵ ﺻﺪﺭﺕ ﺣـﺪﻳﺜﺎ ﻋـﻦ‬
‫ﺟﺎﻣﻌﺎﺕ ﻭ ﻣﻨﻈﻤﺎﺕ ﻋﻠﻤﻴﺔ ﻋﺮﻳﻘﺔ ﰲ ﳎﺎﻝ ﺍﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ ﻟﺘﺤـﺴﲔ‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﺍﳋﺪﻣﻴﺔ‪ .‬ﻓﻌﻠﻰ ﺳﺒﻴﻞ ﺍﳌﺜﺎﻝ ﻻ ﺍﳊﺼﺮ ﻧﺬﻛﺮ ﺩﺭﺍﺳﺔ ﺩﻱ ﻓﺮﺍﻳﺲ‬
‫)‪ (De Vries, 2001‬ﺍﳌﻘﺪﻣﺔ ﻟﻨﻴﻞ ﺷـﻬﺎﺩﺓ ﺍﻟـﺪﻛﺘﻮﺭﺍﻩ ﻣـﻦ ﺟﺎﻣﻌـﺔ ﻣﻴﻨﻴـﺴﻮﺗﺎ‬
‫)‪ (Minnesota‬ﻭ ﺍﳋﺎﺻﺔ ﺑﺘﻄﺒﻴﻖ ﺗﻘﻨﻴﺎﺕ ﺍﳌﺮﺍﻗﺒﺔ ﺍﻹﺣﺼﺎﺋﻴﺔ ﻟﻠﻌﻤﻠﻴـﺎﺕ ﰲ ﳎـﺎﻝ‬
‫ﺻﻨﺎﻋﺔ ﺗﺮﺑﻴﺔ ﺍﳊﻴﻮﺍﻧـﺎﺕ )‪(SPC charts applied to dairy herd reproduction‬‬
‫ﻭﺩﺭﺍﺳﺔ ﻫﲑﻣﺎﻥ )‪ (Herrman, 2002‬ﺍﳋﺎﺻﺔ ﺑﺘﻄﺒﻴﻖ ﺗﻘﻨﻴﺎﺕ ﺍﳌﺮﺍﻗﺒـﺔ ﺍﻹﺣـﺼﺎﺋﻴﺔ‬
‫ـﺔ ) ‪SPC Techniques for Feed‬‬ ‫ـﺼﻨﺎﻋﺎﺕ ﺍﻟﻐﺬﺍﺋﻴـ‬ ‫ـﺎﻝ ﺍﻟـ‬
‫ﻟﻠﻌﻤﻠﻴ ـﺎﺕ ﰲ ﳎـ‬
‫‪ .(Manufacturing‬ﺃﻣﺎ ﺩﺭﺍﺳﺔ ﺟﻴﺠﻮ )‪ (Gijo and Perumallu, 2003‬ﻓﻬﻲ ﺗـﺒﲔ‬
‫ﻛﻴﻔﻴﺔ ﲢﺴﲔ ﺟﻮﺩﺓ ﻣﻨﺘﺞ ﺻﻨﺎﻋﻲ )ﻗﻄﻊ ﳏﺮﻛﺎﺕ( ﻋﻦ ﻃﺮﻳﻖ ﺍﻟﺘﻘﻠﻴﻞ ﻣﻦ ﻣـﺴﺘﻮﻯ‬
‫ﺍﻻﺧﺘﻼﻓﺎﺕ ﰲ ﺍﻟﻌﻤﻠﻴﺔ ﺍﻟﺘﺼﻨﻴﻌﻴﺔ ﺑﺎﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟـﺴﺒﻊ ﻟﻠﺠـﻮﺩﺓ ) ‪Quality‬‬
‫‪ (Improvement by Reducing Variation‬ﰲ ﺣﲔ ﺍﺳﺘﻌﻤﻞ ﻣﺎﺭﻛﺲ ﻭ ﻛﻮﻧـﻞ‬
‫)‪ (Marks and Connell, 2003‬ﺗﻘﻨﻴﺔ ﺧﺮﺍﺋﻂ ﺍﳌﺮﺍﻗﺒﺔ ﻟﺘﺤﻠﻴﻞ ﺃﺩﺍﺀ ﺍﻟﻌﻤﻠﻴﺔ ﺍﻟﺘﻌﻠﻴﻤﻴـﺔ‬
‫ﰲ ﺟﺎﻣﻌﺔ ﻣﻴﺎﻣﻲ ﺍﻷﻣﺮﻳﻜﻴﺔ ﻭ ﻛﺬﻟﻚ ﺍﳊﺎﻝ ﺑﺎﻟﻨﺴﺒﺔ ﳌـﺴﻌﻮﺩ )‪(Messaoud, 2006‬‬
‫ﺍﻟﺬﻱ ﺍﺳﺘﻌﻤﻞ ﺗﻘﻨﻴﺎﺕ ﺍﳌﺮﺍﻗﺒﺔ ﺍﻹﺣﺼﺎﺋﻴﺔ ﻟﻠﻌﻤﻠﻴﺎﺕ )‪ (SPC‬ﻟﺘﺤﺴﲔ ﻋﻤﻠﻴﺔ ﺛﻘـﺐ‬
‫ﺩﻗﻴﻘﺔ ﺟﺪﺍ ﰲ ﺃﺟﺰﺍﺀ ﺍﶈﺮﻛﺎﺕ‪.‬‬
‫ﰲ ﺍﻟﻔﻘﺮﺓ ﺍﻟﺘﺎﻟﻴﺔ ﺳﻨﻌﺮﺽ ﺑﻘﻠﻴﻞ ﻣﻦ ﺍﻟﺘﻔﺼﻴﻞ ﺍﻟﺪﺭﺍﺳﺔ ﺍﻟﻌﻠﻤﻴﺔ ﳊﺎﻟﺔ ﻋﻤﻠﻴـﺔ‬
‫ﻣﻦ ﺍﻟﻮﺍﻗﻊ ﺍﻟﺼﻨﺎﻋﻲ‪ ،‬ﻗﺪﻣﻬﺎ ﺍﻟﺒﺎﺣﺜـﺎﻥ )‪(Mukhopadhyay and Nataraja, 2004‬‬

‫‪390‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬

‫ﻭﻫﻲ ﻣﻨﺸﻮﺭﺓ ﰲ ﳎﻠﺔ )‪ (Total Quality Management‬ﺍﻟﻌﺪﺩ ﺍﻟـﺼﺎﺩﺭ ﰲ ﻳﻨـﺎﻳﺮ‬
‫‪ ،2004‬ﺣﻴﺚ ﻭﺿﺤﺖ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﺃﻥ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻟﺪﻯ ﺃﺣﺪ ﻋﻤﺎﻟﻘﺔ ﺻـﻨﺎﻋﺔ‬
‫ﳏﺮﻛﺎﺕ ﺍﻟﺴﻴﺎﺭﺍﺕ ﰲ ﺍﻟﻌﺎﱂ‪ ،‬ﻻﺣﻈﺖ ﺍﺭﺗﻔﺎﻋﺎ ﻣﺘﺰﺍﻳﺪﺍ ﰲ ﻧﺴﺒﺔ ﺍﻹﻧﺘﺎﺝ ﺍﳌﻌﻴـﺐ ﰲ‬
‫ﻗﻄﻊ ﺣﻠﻘﺔ ﺍﳌﻜﺒﺲ )‪ (Piston rings‬ﳑﺎ ﺷﻜﻞ ﻟﺪﻯ ﺍﻟﺸﺮﻛﺔ ﻣـﺸﻜﻼ ﺣﻘﻴﻘﻴـﺎ ﰲ‬
‫ﺟﻮﺩﺓ ﺍﳌﻨﺘﺞ ﻭ ﺃﺛﺮ ﺗﺄﺛﲑﺍ ﺳﻠﺒﻴﺎ ﻋﻠﻰ ﻋﻼﻗﺘﻬﺎ ﻣﻊ ﻋﻤﻼﺋﻬﺎ‪ .‬ﻭ ﳊﻞ ﻫﺬﺍ ﺍﳌـﺸﻜﻞ ﰲ‬
‫ﺟﻮﺩﺓ ﻣﻨﺘﺠﺎﺕ ﺍﻟﺸﺮﻛﺔ ﻭ ﲢﺴﲔ ﻣﺴﺘﻮﺍﻫﺎ‪ ،‬ﻗﺎﻣﺖ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺑﺘﺒﲏ ﺍﻟﻄﺮﺡ ﺍﻟﻌﻠﻤﻲ‬
‫ﺍﻟﻘﺎﺋﻢ ﻋﻠﻰ ﺍﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺴﺒﻊ ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﺠﻮﺩﺓ‪ .‬ﺗﺘﻠﺨﺺ ﺍﻟﻄﺮﻳﻘﺔ ﺍﻟﻌﻠﻤﻴـﺔ‬
‫ﺍﳌﺘﺒﻌﺔ ﰲ ﺍﳋﻄﻮﺍﺕ ﺍﻷﺳﺎﺳﻴﺔ ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫‪ (Pareto‬ﰎ ﲢﺪﻳـﺪ ﺃﻫـﻢ‬ ‫)‪Chart‬‬‫ﺍﳋﻄﻮﺓ ‪ – 1‬ﻋﻦ ﻃﺮﻳﻖ ﺍﺳﺘﻌﻤﺎﻝ ﳐﻄﻂ ﺑﺎﺭﻳﺘﻮ‬
‫‪most problematic quality‬‬ ‫ﺧــﺼﺎﺋﺺ ﺍﳉــﻮﺩﺓ ﺍﳌﺘــﺴﺒﺒﺔ ﰲ ﺍﳌــﺸﻜﻞ )‬
‫‪.(characteristic‬‬
‫‪ (Flow‬ﻟﺪﺭﺍﺳﺔ ﲨﻴـﻊ ﺍﳋﻄـﻮﺍﺕ ﰲ‬ ‫)‪Charts‬‬ ‫ﺍﳋﻄﻮﺓ ‪ - 2‬ﻋﻤﻞ ﺧﺮﺍﺋﻂ ﺍﻟﺘﺪﻓﻖ‬
‫ﺍﻟﻌﻤﻠﻴﺔ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻭ ﲢﺪﻳﺪ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﳌﺆﺛﺮﺓ ﻋﻠﻰ ﺗﻠﻚ ﺍﳋﺼﺎﺋﺺ ﺍﻟﱵ ﰎ ﲢﺪﻳﺪﻫﺎ ﻋﻦ‬
‫ﻃﺮﻳﻖ ﳐﻄﻂ ﺑﺎﺭﻳﺘﻮ ﰲ ﺍﳋﻄﻮﺓ ‪ ،1‬ﻭ ﲰﻴﺖ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴـﺎﺕ ﺑﺎﻟﻌﻤﻠﻴـﺎﺕ ﺍﳊﺮﺟـﺔ‬
‫)‪.(Critical Processes‬‬
‫) ‪Control Charts for‬‬ ‫ﺍﳋﻄﻮﺓ ‪ – 3‬ﻋﻦ ﻃﺮﻳـﻖ ﺧـﺮﺍﺋﻂ ﺍﳌﺮﺍﻗﺒـﺔ ﻟﻠﻤـﺘﻐﲑﺍﺕ‬
‫‪ (Variables‬ﲤﺖ ﺩﺭﺍﺳﺔ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﳊﺮﺟﺔ ﻭ ﻫﺬﺍ ﻟﺘﺤﺪﻳﺪ ﻓﻴﻤﺎ ﺇﺫﺍ ﻛﺎﻧـﺖ ﻫـﺬﻩ‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﻣﺴﺘﻘﺮﺓ )‪ (Stable Process‬ﻭ ﻭﺍﻗﻌﺔ ﲢﺖ ﺍﳌﺮﺍﻗﺒﺔ ﺍﻹﺣـﺼﺎﺋﻴﺔ ) ‪Under‬‬
‫‪ .(Statistical Control‬ﻭ ﻣﻦ ﺧﻼﻝ ﻫﺬﻩ ﺍﳋﺮﺍﺋﻂ ﺗﺒﲔ ﺃﻥ ﻫﻨﺎﻙ ﻋﻤﻠﻴﺘﲔ ﻣﻬﻤـﺘﲔ‬
‫ﺗﻘﻊ ﺧﺎﺭﺟﺔ ﺍﳌﺮﺍﻗﺒﺔ ﺍﻹﺣﺼﺎﺋﻴﺔ )‪ (out of Statistical Control‬ﻭ ﻫﻲ ﻭﺍﻗﻌﺔ ﲢـﺖ‬
‫ﺗﺄﺛﲑ ﺃﺳﺒﺎﺏ ﺧﺎﺻﺔ )‪ ،(assignable causes‬ﻭ ﻣﻦ ﺧﻼﻝ ﺗﻌـﺪﻳﻼﺕ ﺑـﺴﻴﻄﺔ ﰲ‬
‫ﺇﺣﺪﻯ ﺍﻟﻌﻤﻠﻴﺘﲔ ﰎ ﺣﻞ ﺍﳌﺸﻜﻞ‪.‬‬

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‫ﺍﳋﻄﻮﺓ ‪ – 4‬ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻌﻤﻠﻴﺔ ﺍﳊﺮﺟﺔ ﺍﻟﺜﺎﻧﻴﺔ ﺍﻟﻮﺍﻗﻌﺔ ﺧﺎﺭﺟﺔ ﺍﻟﻀﺒﻂ ﺍﻹﺣﺼﺎﺋﻲ‪ ،‬ﻭﻋﻦ‬
‫ﻃﺮﻳﻖ ﳐﻄﻂ ﺇﻳﺸﻴﻜﺎﻭﺍ )‪ (Ishikawa Diagram‬ﰎ ﲢﺪﻳﺪ ﺃﻫﻢ ﺍﻟﻌﻮﺍﻣﻞ ﻭ ﺍﻟﻈـﺮﻭﻑ‬
‫ﺍﻹﻧﺘﺎﺟﻴﺔ ﺍﻟﱵ ﺗﺆﺛﺮ ﻋﻠﻰ ﺧﺼﺎﺋﺺ ﺍﳉﻮﺩﺓ ﺍﳊﺮﺟﺔ‪.‬‬
‫‪ (Design‬ﻭ ﻫﻲ‬ ‫)‪of Experiments‬‬ ‫ﺍﳋﻄﻮﺓ ‪ – 5‬ﺍﺳﺘﻌﻤﺎﻝ ﺗﻘﻨﻴﺔ ﺗﺼﻤﻴﻢ ﺍﻟﺘﺠﺎﺭﺏ‬
‫ﺇﺣﺪﻯ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﳌﺘﻄﻮﺭﺓ ﺍﳌﺴﺘﻌﻤﻠﺔ ﰲ ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺤﺴﲔ ﺍﳌﺴﺘﻤﺮ ﻭ ﺍﻟﱵ ﺗﻌﻮﺩ ﻟﻠﻌﺎﱂ‬
‫ﺍﻟﻴﺎﺑﺎﱐ ﺗﺎﺟﻮﺷﻲ )‪ ،(Taguchi‬ﻭ ﺗﻘﻮﻡ ﻫﺬﻩ ﺍﻟﺘﻘﻨﻴﺔ ﻋﻠﻰ ﺗﺼﻤﻴﻢ ﻓﻌﺎﻝ ﻭ ﺍﻗﺘـﺼﺎﺩﻱ‬
‫ﻟﺘﺠﺎﺭﺏ ﲡﺮﻯ ﻋﻠﻰ ﺍﳌﻨﺘﺞ ﻟﺪﺭﺍﺳﺔ ﺃﺛﺮ ﻇﺮﻭﻑ ﺍﻹﻧﺘﺎﺝ ﻋﻠﻰ ﺧﺼﺎﺋﺺ ﺍﳌﻨﺘﺞ‪ ،‬ﻭ ﻳﺘﻢ‬
‫ﻣﻦ ﺧﻼﳍﺎ ﲢﺪﻳﺪ ﺃﺣﺴﻦ ﺍﻟﻈﺮﻭﻑ ﺍﻹﻧﺘﺎﺟﻴﺔ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻨـﺘﺞ ﺣـﺴﺐ ﻣﻮﺍﺻـﻔﺎﺕ‬
‫ﺍﻟﺘﺼﻤﻴﻢ‪ ،‬ﻭ ﺑﺎﻟﺘﺎﱄ ﲢﺴﲔ ﻣﻘﺪﺭﺓ ﺍﻟﻌﻤﻠﻴﺔ‪.‬‬
‫ﺍﻟﺸﻜﻞ )‪ (2-7‬ﻳﻮﺿﺢ ﺍﳋﻄﻮﺍﺕ ﺍﻟﻌﻤﻠﻴﺔ ﺍﻟﱵ ﺍﺗﺒﻌﻬﺎ ﺍﻟﺒﺎﺣﺜﺎﻥ ﰲ ﺣﻞ ﻣﺸﻜﻞ ﺍﳉﻮﺩﺓ‬
‫ﻟﺪﻯ ﺍﻟﺸﺮﻛﺔ ﻭ ﲢﻘﻴﻖ ﲢﺴﻴﻨﺎﺕ ﻣﻬﻤﺔ ﻓﻴﻬﺎ‪ .‬ﺗﺸﲑ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﺃﻧﻪ ﻣـﻦ ﺧـﻼﻝ‬
‫ﺍﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﺠﻮﺩﺓ )‪ (The seven basic quality tools‬ﻣﻊ ﺗﻘﻨﻴﺔ‬
‫ﺗﺼﻤﻴﻢ ﺍﻟﺘﺠﺎﺭﺏ )‪ ،(Experimental Design‬ﲤﻜﻨﺖ ﺍﻟﺸﺮﻛﺔ ﺍﻟﻌﺎﳌﻴﺔ ﻣـﻦ ﺣـﻞ‬
‫ﻣﺸﻜﻞ ﺟﻮﺩﺓ ﻣﻨﺘﺠﺎﻬﺗﺎ ﻭ ﺍﻟﺮﻓﻊ ﻣﻦ ﻣﻘﺪﺭﺓ ﻋﻤﻠﻴﺎﻬﺗﺎ ﺍﻹﻧﺘﺎﺟﻴﺔ ﺇﱃ ﻣﺴﺘﻮﻳﺎﺕ ﺟﻴـﺪﺓ‬
‫ﺗﺴﻤﺢ ﳍﺎ ﺑﺘﺨﻔﻴﺾ ﻧﺴﺒﺔ ﺍﻹﻧﺘﺎﺝ ﺍﳌﻌﻴﺐ )‪ (reduce defect rate‬ﻟﺪﻳﻬﺎ‪ ،‬ﻭ ﲢﻘﻴـﻖ‬
‫ﺭﺿﺎ ﻋﻤﻼﺋﻬﺎ )‪ (Customer satisfaction‬ﻭ ﺑﺎﻟﺘﺎﱄ ﲢﻘﻴﻖ ﻣﺴﺘﻮﻳﺎﺕ ﻋﻠﻴـﺎ ﻣـﻦ‬
‫ﺍﻟﻌﺎﺋﺪﺍﺕ )‪.(Increased Profits‬‬

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‫ﺍﻟﺸﻜﻞ ‪ 2-7‬ﺧﻄﻮﺍﺕ ﺗﻄﺒﻴﻖ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺴﺒﻊ ﺍﻷﺳﺎﺳﻴﺔ‬
‫ﻟﻠﺠﻮﺩﺓ ﰲ ﲢﺴﲔ ﻋﻤﻠﻴﺔ ﺇﻧﺘﺎﺟﻴﺔ‬
‫)‪(Mukhopadhyay and Nataraja, 2004‬‬

‫ﺍﳋﻄﻮﺓ ‪1‬‬
‫ﲢﻠﻴﻞ ﺑﺎﺭﻳﺘﻮ‬

‫ﺧﺮﺍﺋﻂ ﺍﻟﺘﺪﻓﻖ ﻟﻠﻌﻤﻠﻴﺔ‬ ‫ﺍﳋﻄﻮﺓ ‪2‬‬

‫ﺍﳋﻄﻮﺓ ‪3‬‬
‫ﺧﺮﺍﺋﻂ ﺍﳌﺮﺍﻗﺒﺔ‬
‫ﻟﻠﻤﺘﻐﲑﺍﺕ‬

‫ﺍﳋﻄﻮﺓ ‪4‬‬
‫ﳐﻄﻂ ﺍﻳﺸﻴﻜﺎﻭﺍ‬

‫ﺍﳋﻄﻮﺓ ‪5‬‬
‫ﺗﺼﻤﻴﻢ ﺍﻟﺘﺠﺎﺭﺏ‬
‫ﻭ ﲢﻠﻴﻞ ﻣﻘﺪﺭﺓ‬
‫ﺍﻟﻌﻤﻠﻴﺔ‬

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 ‫ﺍﳋﺎﲤﺔ‬
‫ﻋﺰﻳﺰﻱ ﺍﻟﺪﺍﺭﺱ ﳌﻮﺿﻮﻉ ﺍﳉﻮﺩﺓ ﻭ ﺗﻘﻨﻴﺎﻬﺗﺎ‪ ،‬ﻫﺎ ﻫﻮ ﺍﻟﻜﺘﺎﺏ ﺑـﲔ ﻳـﺪﻳﻚ‬
‫ﻳﻮﺿﺢ ﻟﻚ ﺍﻟﻄﺮﻳﻘﺔ ﺍﻟﻌﻤﻠﻴﺔ ﻻﺳﺘﻌﻤﺎﻝ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ ﺍﻟﺴﺒﻊ ﻟﻠﺠﻮﺩﺓ ﰲ ﻣﺮﺍﻗﺒـﺔ‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭ ﺇﺟﺮﺍﺀ ﺍﻟﺘﺤﺴﲔ ﺍﳌﺴﺘﻤﺮ ﳍﺎ ﺣﱴ ﲢﻘﻖ ﺃﻋﻠﻰ ﻣﺴﺘﻮﻳﺎﺕ ﺍﳉﻮﺩﺓ ﺍﳌﻄﻠﻮﺑﺔ‪.‬‬
‫ﺇﻥ ﻫﺬﺍ ﺍﻟﻜﺘﺎﺏ‪ ،‬ﻟﻴﺲ ﺇﻻ ﺇﺿﺎﻓﺔ ﺑﺴﻴﻄﺔ ﳌﻜﺘﺒﺔ ﺍﻟﺪﺍﺭﺱ ﺍﻟﻌـﺮﰊ ﰲ ﳎـﺎﻝ‬
‫ﺍﳉﻮﺩﺓ‪ ،‬ﻓﻬﻮ ﺑﺈﺫﻥ ﺍﷲ ﻣﺼﺪﺭ ﺗﻌﻠﻢ ﻭ ﺗﺪﺭﻳﺐ ﻟﻠﻄﺎﻟﺐ ﺍﳉﺎﻣﻌﻲ‪ ،‬ﻭ ﺍﳌﻬﻨﺪﺱ ﺍﻟﺼﻨﺎﻋﻲ‬
‫ﻭ ﺍﳌﻮﻇﻒ ﻭ ﺍﻹﺩﺍﺭﻱ ﺍﻟﻘﺎﺋﺪ ﺍﻟﺬﻳﻦ ﻳﻌﻤﻠﻮﻥ ﻛﻞ ﰲ ﳎﺎﻝ ﲣﺼﺼﻪ ﰲ ﺣﺮﻛﺔ ﺍﳉـﻮﺩﺓ‬
‫)‪ (Quality Movement‬ﺍﳍﺎﺩﻓﺔ ﺇﱃ ﺗﻘﺪﱘ ﻣﻨﺘﺠﺎﺕ ﻭ ﺧﺪﻣﺎﺕ ﺣﺴﺐ ﻣﺘﻄﻠﺒـﺎﺕ‬
‫ﻭﺭﻏﺒﺎﺕ ﺍﻟﻌﻤﻴﻞ )‪ (Customer Satisfaction‬ﻭ ﺑﺎﻟﺘﺎﱄ ﲢﻘﻴﻖ ﺍﻟﺘﻤﻴﺰ ﰲ ﺃﺩﺍﺀ ﺍﻷﻋﻤﺎﻝ‬
‫)‪.(Business Excellence‬‬

‫ﻭ ﺍﳊﻤﺪ ﷲ ﺍﻟﺬﻱ ﺑﻔﻀﻠﻪ ﺗﺘﻢ ﺍﻟﺼﺎﳊﺎﺕ‬

‫‪394‬‬ ‫ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺑﻊ – ﺃﻓﻜﺎﺭ ﺧﺘﺎﻣﻴﺔ‬