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Amity Business School: Programme - MBA, Semester II Course - Operations Management Name of Faculty - Rajeev Pathak
Amity Business School: Programme - MBA, Semester II Course - Operations Management Name of Faculty - Rajeev Pathak
1
ABS
• W. Edwards Deming
• Joseph M. Juran
• Philip B. Crosby
Slide 3.2
W. Edward Deming ABS
Slide 3.3
W. Edward Deming cont…
ABS
Deming:
• stressed that the ultimate responsibility for
quality improvement lies with top
management
• estimated that 85 to 95 % of variation
results from the system
• maintained that the majority of poor quality
in a system is caused by management
• claimed that higher levels of quality lead to
higher levels of productivity
Slide 3.4
Deming Chain Reaction
ABS
Improve quality
Productivity improves
Slide 3.5
Deming’s System of Profound ABS
Knowledge
• Appreciation for a system
• Understanding variation
• Theory of knowledge
• Psychology
Slide 3.6
Systems ABS
Slide 3.7
Variation ABS
Slide 3.8
Sources of Variation in ABS
Production Processes
Measurement
Operators Methods
Materials Instruments
Tools Human
Machines Environment Inspection
Performance
Slide 3.9
Traditional View of Conformance to
ABS
Specifications
Tolerance
Slide 3.10
Theory of Knowledge ABS
Slide 3.11
Psychology ABS
Slide 3.14
Deming Prize ABS
Slide 3.15
Joseph Juran ABS
• Industrial Engineer
• Joined Western Electric in the 1920s
• Authored The Quality Control Handbook
which often referred to as the quality bible
• Believed quality improvement should be
achieved through projects
• Focused on three major quality processes,
called the Quality Trilogy
Slide 3.16
Juran’s Quality Trilogy ABS
• Quality planning
– Preparing to meet quality goals
• Quality control
– Meeting quality goals during operations
Q.P
• Quality improvement
– Reaching unprecedented levels
of performance
Q.C. Q.I.
Slide 3.17
Key Idea ABS
Slide 3.18
Philip B. Crosby ABS
Slide 3.19
Phillip B. Crosby ABS
Quality is free . . .
Philosophy
Absolutes of Quality Management:
• quality means conformance to requirements
– Requirements must be clearly stated so they
can’t be misunderstood
• problems are functional in nature
– Problems must be identified by those
individuals that cause them
Slide 3.20
Philip B. Crosby’s ABS
Philosophy cont…
• there is no optimum level of defects
– Doing the job right the first time is always cheaper
• cost of quality is the only useful
measurement
– Quality cost data are useful to call problems to
management’s attention
– Crosby estimated that most companies spend 15
to 20 percent of their sales dollars on quality costs
• zero defects is the only performance
standard
Slide 3.21