随着民众对航空安全的期望越来越高，传统的质量管理理念已无法满足航 空运行、维修安全的需要，而如何将安全管理体系(以下简称“SMS”)的理念 和方法运用到上海沪特公司的质量管理中并有效运行就显得尤为重要。上海沪 特公司目前质量管理中仍存在质量管理体系运行标准不统一、公司《维修管理 手册》及工作程序可操作性差、培训与人员资质评估不充分，及监督检查与持 续监控系统缺失等问题，导致公司的质量管理水平难以持续改善与提高。因此 对公司质量管理优化进行深入研究，希望能改善公司质量管理水平，并更好地 满足航空客户关于质量与安全的期望。 基于以上研究背景，本文在对相关理论进行梳理的基础上，首先通过对公 司近两年内质量监督检查结果、适航审核结果、客户审核发现，及员工报告与 反馈的情况逐一分析了公司质量管理存在的问题及存在问题的原因分析。其次， 借鉴 SMS 体系的理念对公司各系统的管理程序和流程进行系统与工作分析，通 过质量管理流程优化、质量绩效管理机制优化（通过合理的评价维度进行量化 质量管理系统目标指标）、质量监督检查系统优化，及员工报告与反馈机制优化 以达到上海沪特公司质量管理体系的改善与提高。然后，向全体员工发布公司 推行质量管理优化方案的声明及对质量的承诺，同时基于质量管理优化方案设 计，从公司组织管理模式调整、质量运行体系三标合一、及质量/安全文化的培 养三个方面来予以实施。最后提出了本论文研究的内容与结论，及后续改善设 想。拟通过建立法定自查管理体系、建立关注客户价值的客户服务系统，并通 过绩效方案改革持续推进质量管理优化。同时，固化优化成果并逐步实现航空 部附件维修管理数字化、智能化。 本论文采用理论和实践相结合的方法，运用 SMS 体系管理的理念优化公司 质量管理体系、提升公司质量管理效能，进而提高航空部件维修可靠性并降低 客户维修成本，对降低航空维修人为差错及提升公司质量管理水平有一定的参 考价值。 关键词： SMS；质量管理；方案设计；风险管理；质量/安全文化II RESEARCH ON QUALITY MANAGEMENT OPTIMIZATION OF SHHANGHAI HUTE LTD. BASED ON SAFETY MANAGEMENT SYSTEM Abstract Along with people’s increasing expectations of aviation safety, traditional concept of quality management has been unable to meet the requirements of aviation operation and maintenance safety. Then how to integrate the concept and application of the safety management system (hereinafter referred to as SMS) into the quality management of Shanghai Hute Ltd. and operate it effectively is particularly important. So far, there are still some problems in the quality management of the company, such as varied operation standards of quality management system, poor operation in Maintenance Management Manual and Work Procedure, insufficient training and personal qualification assessment, lack of supervision and consistent inspection system and soon. As a result, quality management level of the company is difficult to be continuously improved and enhanced. Therefore, an in-depth research in company's quality management optimization is carried out. Hope to better improve the company's quality management level and better meet the quality and safety expectation of aviation customers. Based on the above studying background and foundation of sorting out related theories, this paper first analyzes the current existing problems and reasons of existence of these problems in quality management of the company through quality supervision and inspection results, airworthiness audit results, customer audit results and employee reports and feedback over the past two years. Then this paper draws lessons from the idea of SMS, carries out System and Work Analysis of management procedures and processes for various systems of the company so as to achieve the company’s quality management system’s improvement and enhancement by optimization of quality management process, optimization of quality performance management (quantify quality management system target index by rationalIII evaluation dimension), optimization of quality supervision and inspection system and optimization of employee reporting and feedback mechanism. After that, the company's statement on implementations of quality management optimization scheme and commitments to the better quality will be issued to all employees. At the same time, based on optimization scheme design of quality management, implementing in three ways, adjustment of organizational management mode of the company, three standards of quality operation system and cultivation of quality/ safety culture. Finally, the contents and conclusions of this paper are put forward and some suggestions for further improvement are proposed. In order to continuously promoting quality management optimization, planning to establish a statutory self-inspection management system, build a customer service system focuses on customer value and reform performance scheme. Meanwhile, solidifying optimization results and gradually realizes the digitization and intellectualization of maintenance and management of aviation components and parts. This paper adopts the method of combining theory with practice and integrates SMS management theory and risk management method to optimize company’s quality management system and improve the efficiency of quality management so as to increase the reliability of aviation components’ maintenance and reduce customer maintenance costs. This research has certain reference value in lowering human errors in aviation maintenance and lifting company quality management level. Key Words: SMS; Quality Management; Scheme Design; Risk Management; Quality/ Safety CultureIV 目 录 中文摘要.................................................I ABSTRACT ................................................ II 第一章 前言 ..............................................1 1.1 研究背景与意义 ................................................1 1.2 研究内容和思路 ................................................2 第二章 相关理论基础 ......................................5 2.1 全面质量管理 ..................................................5 2.2 人为差错理论 ..................................................6 2.3 安全管理体系 ..................................................8 第三章 上海沪特公司质量管理现状分析 .....................12 3.1 上海沪特公司质量管理概况 .....................................12 3.2 质量管理中存在的问题 .........................................21 3.3 存在问题的原因分析 ...........................................23 第四章 基于 SMS 体系的上海沪特公司质量管理优化方案设计 ...28 4.1 质量管理优化方案的整体思路 ...................................28 4.2 质量管理流程优化 .............................................29 4.3 质量绩效管理机制优化 .........................................34 4.4 质量监督检查系统优化 .........................................39 4.5 员工报告与反馈机制优化 .......................................42 第五章 上海沪特公司质量管理优化方案的实施 ...............45 5.1 组织管理模式调整 .............................................45 5.2 质量运行体系三标合一 .........................................49 5.3 质量/安全文化的培养 ..........................................53V 第六章 结束语 ...........................................57 6.1 主要内容及结论 ...............................................57 6.2 展望 .........................................................58