Evolution of Quality Management

Lecture Outline
 What Is Quality?  Evolution of Quality Management

What Is Quality?
 Juran one of the quality gurus defined quality as fitness for use  According to iso 9000, it is the totality of features and characteristics that satisfy needs without deficiencies  Consumers and producers perspective

Importance of Quality
     
Lower costs (less labor, rework, scrap) Motivated employees Market Share Reputation International competitiveness Revenues generation increased (ultimate goal)

Dimensions of Quality
Performance Aesthetics Special features: convenience, high tech Safety Reliability Durability Perceived Quality Service after sale

Evolution of Quality Management: Quality Gurus

 Dr.Walter A Shewart (1891-1967) In 1920s, developed control charts Introduced term quality assurance Advocated SQC and AQL Developed PDCA cycle of continuous improvement  W. Edwards Deming (1900-1993) Invited to Japan to lead Quality Movement Modified PDCA cycle to PDSA cycle Contributed 14 points to improve quality father of the modern quality movement

Evolution of Quality Management: Quality Gurus contd

 Joseph M. Juran (1904)
Followed Deming to Japan in 1954 Focused on strategic quality planning Identified fitness of quality through - quality of design - quality of conformance - availability - full service

Evolution of Quality Management: Quality Gurus contd

Armand V. Feigenbaum  In 1951, introduced concepts of total quality control and continuous quality improvement  Introduced cycle time reduction methodology

 Define process  List all activities  Flowchart the process  List the elapsed time for each activity  Identify non value adding tasks and eliminate them

Evolution of Quality Management: Quality Gurus contd

 Philip B Crosby(1926)
In 1979, emphasized that costs of poor quality far outweigh cost of preventing poor quality In 1984, defined absolutes of quality managementconformance to requirements, prevention, and zero defects Zero defects implies that conformance or non- conformance to customer/product requirements is of central importance. ie, Quality management equates to defect prevention.

Evolution of Quality Management: Quality Gurus contd..

 Kaoru Ishikawa (1915-1989)  Promoted use of quality circles  Developed fishbone diagram or cause and effect diagram  Emphasized importance of internal customer

Genichi Taguchi  Taguchis philosophy is continually evolving  quality or lack of quality is determined in relation to a loss suffered by society due to a products failure.

Demings 14 Points to management

 Create constancy of purpose for improvement of products and services
innovate put resources into research and education constantly improve design maintenance

 Adopt the new philosophy

eliminate mistakes, defects, unsuitable material people must understand their jobs

 Cease dependence on mass inspection

dont plan for defects process capability

14 Points (cont)

 End the practice of awarding business based on price alone

Uniformity Reliability

 Improve constantly and forever the system of production and service

reduce waste improve capability

 Institute training
eliminate variable standards professional on-the-job training

14 Points (cont)

 Institute leadership
remove barriers to pride in workmanship supervisors job is to help employees do their job

 Drive out fear

eliminate fear to ask questions eliminate inability to do whats best for the company

 Break down barriers between staff areas

dont rush jobs into production Dont allow last minute changes to product of process

14 Points (cont)

 Eliminate slogans, exhortations, and targets for the workforce. The effect of which is:
fail to accomplish the goal variability increases defective products increase in number costs increase demoralize the workforce management disrespect

 Eliminate numerical quotas

quotas account for quantity not quality they guarantee inefficiency and high cost

14 Points (cont)

 Remove barriers to pride in workmanship

define what acceptable workmanship is help people understand how their jobs interact provide good tools in good repair

 Institute a vigorous program of education and retraining

job enlargement job enrichment

 Take action to accomplish the transformation

create a management structure that pushes on the above 13 points every day