M.

KEMAL UCUZCU OPM 502

1) According to Juran, are the US scientists the main reason for the Japanese miracle? According to Juran, U.S. Scientist are not the main reasons for the miracle. Although they have a great impact especially for a jump start, they are not the main motive. Dedicated CEOs and enthusiasts engineers in japan are the key players. In the case even it is suggested that without American scientists, Japanese will reach the same quality level somehow.

(2) What are some contributors to Japanese miracle? Juran is a contributor for the Japanese miracle. His handbook of quality control is quickly translated into Japanese. He is also invited to seminars whose guests are CEOs from biggest Japanese manufacturers. These CEOs are the second contributors to quality revolution. They institualize their companies according to quality and took personal charge of managing for quality. Managers and engineers are the third contributors for the miracle.

(3) Why did the rise in Japanese quality catch the West completely off-guard? List at least two reasons. US companies are ambushed for two reasons. First they underestimate Japanese. According to Americans Japanese are copiest rather than innovators. Thus according to Americans, japan companies can only compete with price. The other reason US companies failed to see superior Japanese quality is that American companies lacked proper indicators. Americans were not using indicators for quality. Thus American companies dont realize the lower relative quality of their products.

(4) What is the story of Xerox and how does that relate to TQM? In the 1950s and 1960s Xerox was well performing in terms of financial results. However there was a problem which would reveal in the long term. Although sales and profit were growing, customer satisfaction was poor. Moreover Xerox was not aware of the situation. Xerox copy machines can easily broke down. Xerox found a solution but solution wasnt solving the main problem; instead it was affecting customer satisfaction in the long run. They improved their technical service. Finally they even increased their maintenance service income. But when Japanese entered the market, everything became clears. What Americans missed is everything must be designed and operated for quality.