Professional Documents
Culture Documents
MST326 lecture 1
11 January 2007
MATS326/gurus.ppt
http://www.plym.ac.uk/staff/jsummerscales
11 January 2007 MATS326/gurus.ppt
Quality: definitions
(Concise Oxford Dictionary, 1979)
degree of excellence faculty, skill, accomplishment high rank or social standing (logic) being affirmative or negative distinctive character (of sound, voice etc.) concerned with maintenance of high quality (quality control)
MATS326/gurus.ppt
11 January 2007
Quality: definition
(Bergman and Klefsj, 1994)
The quality of a product (article or service) is its ability to satisfy the needs and expectations of the customers
11 January 2007 MATS326/gurus.ppt
Quality: definition
(ISO 8402/ISO 9000)
Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs
11 January 2007
MATS326/gurus.ppt
Quality Gurus
W Edwards Deming Joseph Juran Philip Crosby
11 January 2007
11 January 2007
W Edwards Deming
regarded by the Japanese as the chief
architect of their industrial success all processes are vulnerable to loss of quality through variation: if levels of variation are managed, they can be decreased and quality raised quality is about people, not products
11 January 2007 MATS326/gurus.ppt
W Edwards Deming
Core element is the management circle
planning do/implementation check/study action PDCA (or PISA) cycle
W Edwards Deming
Out of the Crisis is
required reading for every chief executive in British industry who is serious about ensuring the international competitiveness of his company Sir John Egan (Jaguar Cars) in Director magazine, September 1988
11 January 2007
MATS326/gurus.ppt
W Edwards Deming
Out of the Crisis (1984)
having a satisfied customer is not enough profit in business comes from
repeat customers customers that boast about your product and service customers that bring friends with them
W Edwards Deming
fourteen points
1 create constancy of purpose for continual improvement of products and service 2 adopt the new philosophy created in Japan 3 cease dependence on mass inspection build quality into the product 4 end lowest tender contract: require meaningful quality along with price 5 improve constantly and forever every process for planning, production and service
11 January 2007
MATS326/gurus.ppt
W Edwards Deming
fourteen points
6 institute modern methods of training on the job for all, including management 7 adopt and institute leadership aimed at helping people do a better job 8 drive out fear encourage effective two-way communication 9 break down barriers between departments and staff areas 10 eliminate exhortations for the workforce they only create adversarial relationships
11 January 2007 MATS326/gurus.ppt
W Edwards Deming
fourteen points
11 eliminate quotas and numerical targets substitute aid and helpful leadership 12 remove barriers to pride of workmanship including annual appraisals and management by objectives 13 encourage education and self improvement for everyone 14 define top management permanent commitment to ever improving quality and productivity and their obligation to implement all these principles
11 January 2007 MATS326/gurus.ppt
Western Electric manufacturing, 1920s AT&T manufacturing Quality Control Handbook, 1951 Management of Quality courses Juran on Planning for Quality, 1988 died aged 103 of natural causes
11 January 2007
MATS326/gurus.ppt
Joseph Juran
structure CWQM concept:
Company-Wide Quality Management essential for senior managers to
involve themselves define the goals assign responsibilities measure progress
11 January 2007
MATS326/gurus.ppt
Joseph Juran
empowerment of the workforce quality linked to
human relations and teamwork key elements
identifying customers and their needs creating measurements of quality planning processes to meet quality goals continuous improvements
MATS326/gurus.ppt
11 January 2007
Martin missiles QM at ITT, then corporate VP 1979: Quality is Free Philip Crosby Associates Inc. 1984: Quality without Tears Do It Right First Time Zero Defects
MATS326/gurus.ppt
11 January 2007
Philip Crosby
Four absolutes of quality management
quality is defined as conformance to
requirements, not as goodness or elegance the system for creating quality is prevention, not appraisal the performance standard must be Zero defects, not thats close enough the measurement of quality is the Price of Nonconformance, not indices
MATS326/gurus.ppt
11 January 2007
Philip Crosby
1992: Quality, meaning getting
everyone to do what they have agreed to do and to do it right first time is the skeletal structure of an organisation, finance is the nourishment and relationships are the soul
11 January 2007
MATS326/gurus.ppt
Philip Crosby
manufacturing companies spend around
20% of revenue doing things wrong, then doing them over again service companies may spend 35% of operating expenses in a similar way
11 January 2007
MATS326/gurus.ppt
11 January 2007
MATS326/gurus.ppt
design reviews product qualification drawing checking engineering quality orientation supplier evaluations supplier quality seminars specification review process capability studies tool control operation training quality orientation acceptance planning zero defects programme Quality Audits preventative maintenance
MATS326/gurus.ppt
analysis supplier surveillance receiving inspection and test product acceptance process control acceptance packaging inspection status measurement and reporting
MATS326/gurus.ppt
11 January 2007
1930: ME degree from Yamanashi Tech Taipei Railway Factory, Taiwan consultant with Japan Management Assn
1955: training at Toyota Motor Company 1959: Institute of Management Improvement 1961-64: concept of Poka-Yoke
11 January 2007
MATS326/gurus.ppt
Shigeo Shingo
Poka-Yoke: mistake-proofing
identify errors before they become defects stop the process whenever a defect occurs, define the source and prevent recurrence
11 January 2007
MATS326/gurus.ppt
Kaoru Ishikawa
quality does not only mean the quality of the product, but also of after sales service, quality of management, the company itself and human life
11 January 2007
MATS326/gurus.ppt
11 January 2007
1945: graduated from Kyoto University 1961: doctorate in engineering & Prof 1987 Emeritus Professor 1989: Human Motivation
- a key factor for management
Yoshio Kondo
Human work should include:
creativity
the joy of thinking
physical activity
the joy of working with sweat on the forehead
sociality
the joy of sharing pleasure and pain with colleagues
11 January 2007
MATS326/gurus.ppt
Yoshio Kondo
Four points of action
to support motivation
when giving work instruction, clarify the true aims of the work see that people have a strong sense of responsibility towards their work give time for the creation of ideas nurture ideas and bring them to fruition
11 January 2007 MATS326/gurus.ppt
Yoshio Kondo
Leaders must have
a dream (vision and shared goals) strength of will and tenacity of purpose ability to win the support of followers ability to do more than their followers, without interfering when they can do it alone successes ability to give the right advice
11 January 2007 MATS326/gurus.ppt