QualityPresentation

8/10/2019 QualityPresentation

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History of Quality

The origins of quality movement


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Dr Joseph Juran


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quality_management_history.pdf ..\1947.docx
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The Quality Problem


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The The Evolution of Quality on ofQuality


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Modern Importance of Quality

The first job we have is to turn out qualitymerchandise that consumers will buy and keep on

buying. If we produce it efficiently andeconomically, we will earn a profit, in which you willshare.

- William Cooper Procter


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History of Quality Assurance

Skilled craftsmanship during Middle Ages Interchangeable parts (H. Le Blanc, T. Jefferson

& E. Whitney) Early 20th Century: scientific management

(Taylor), Henry Ford, Bell System (WesternElectric) (Hawthorne Effect, statistical methods(Walter Shewhart, Deming,Harold Dodge, etc.))


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Quality control during World War II:MIL-STD.


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Post-war Japan: evolution of qualitymanagement

Kaizen: Continuous improvement Deming Prize


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European Foundation for Quality Management: European Quality Award ISO 9000 standard Turkish Quality:

Turkish Center for Quality (KalDer)(www.kalder.org)


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Emergence of quality management in serviceindustries, government, health care, and

education Evolution of Six Sigma Current and future challenges: A race without a finish line. David Kearns,

Xerox.


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Contemporary Influences on Quality

Partnering Learning systems

Adaptability and speed of change Environmental sustainability Globalization

Knowledge focus Customization and differentiation Shifting demographics


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Definitions of Quality

Transcendent definition: excellence Product-based definition: product

attributes/capabilities User-based definition: fitness for intended use Value-based definition: quality vs. price Manufacturing-based definition: conformance to

specifications


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Evolution

Cost of thirteen quires of paper(was) six shillings andeight pence, as against a penny for ten eggs.

Hence one bad quire of paper meant considerable loss.Imagine the plight of the merchant if the whole consignmentwas found lacking in quality!

Even today quality is equally important.

Loss of quality is invariably borne by the consumer, as the realcosts of a quality failure are often out of proportion to thevalue of defective item.


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History of Quality: Early times

384-322 BCE-Aristotle and the birthof peer review

854- 931 Ethics of the Physicianby Ishap bin Ali Al Rahwi-first

documented description of peerreview in Medicine


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Royal Society of London

Philosophical Transactions- Originally editedby Henry Oldenburg

1665

First peerreviewed

journal


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Typewriter: the tool that fueled peerreview process

1890s


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Quality control criteria of the past

Albert Einstein, 1905His famous work,

Annus Mirabilis, wasnot peer reviewed!
http://upload.wikimedia.org/wikipedia/en/a/a0/Einstein_patentoffice.jpg


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History of quality continued

19th century birth ofquality control discipline

1950 - W. EdwardsDeming and statisticalquality control

1970s - Total QualityManagement (TQM)


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What is Quality

Doing the right thing right, right away W. Edwards Deming, 1982

a measure of goodness that relates to theintended use of a product and the

expectations customers have concerningthis product

Barkman, 1989
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History of Quality

B.C. era structures in India and Egypt show evidence ofmeasurement and inspection. e.g. precisely cut stones for pyramids, forts.

Quality of those structures was due to consistent use of well -developed methods and procedures and precise measurementdevices. Evidence of quality assurance .

Before Industrial Revolution, skilled craftsmen served both asmanufacturers and inspectors, building quality into their

products through their considerable pride in theirworkmanship .

During this time, quality assurance was informal. Efforts weredirected to building quality into the final product.


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History of Quality

Industrial Revolution changed this basic concept tointerchangeable parts . Likes of Thomas Jefferson and F. W.Taylor (scientific management fame) emphasized on

production efficiency and decomposed jobs into smaller worktasks. Holistic nature of manufacturing rejected!

First recorded deviation from this production system was tried by French gunsmith Honore Le Blanc (Eighteenth century) he developed interchangeable parts for manufacturing muskets

to a standard pattern. Thomas Jefferson brought this technology to US.


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History of Quality

Early twentieth century saw F.W. Taylors scientificmanagement philosophy applied to production processes.Under this, the work was split into small `jobs and workforcewas trained to be master of those jobs.

Manufacturers were able to ship good parts, but at a very highcost. Defects were present, but were removed via inspection. Birth of separate quality control department.

Assigning the responsibility for quality to inspectiondepartment, the upper management focused instead onquantity and efficiency.


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History of Quality

Statistical approaches to quality control started at WesternElectric with the separation of inspection division. Pioneerslike Walter Shewhart, George Edwards, W. Edwards Demingand Joseph M. Juran were all employees of Western Electric.

During the Second World War, US military started usingstatistical sampling and imposed stringent standards onsuppliers.

Tie-up between US War Production Board and Bell Labs. Importance for statistical quality control rose and gradually

adopted throughout the manufacturing industry.


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History of Quality

Post-war period saw a massive shortage of consumer goods inUS and the emphasis shifted from quality to quantity. Qualityremained the area for the specialist, and managers startedthinking about productivity, efficiency.

After World War II, under General MacArthur's Japanrebuilding plan, Deming and Juran went to Japan.

Deming and Juran introduced statistical quality control theoryto Japanese industry.

The difference between approaches to quality in USA andJapan: Deming and Juran were able to convince the topmanagers the importance of quality .


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History of Quality

World realizes the importance of quality - ISO standards

Created by International Organization for Standardization (IOS) which was created in 1946 to standardize qualityrequirement within the European market.

IOS initially composed of representatives from 91 countries: probably most wide base for quality standards.

Adopted a series of written quality standards in 1987 (firstrevised in 1994, and more recently (and significantly) in2000 ).


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History of Quality

Slow moving giant: It took almost 20 years for Japaneseindustry to overtake western manufacturer.

.summing up
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History of Quality

Top managers in USA focused on marketing, productionquantity and financial performance, Japanese managersimproved quality to an unprecedented level.

Market started preferring Japanese products and Americancompanies suffered immensely.


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History of Quality

The western world woke up to the quality revolution 1986Challenger exploded killing all seven astronauts madeeveryone aware of the importance of quality.

Ford Motor Company consulted Dr. Deming to help transformits operations.

(By then, 80-year-old Deming was virtually unknown in USA.Whereas Japanese government had instituted The DemingPrize for Quality in 1950.)

The Xerox story - Leadership Through Quality. 1980 NBC telecast of a special program If Japan canwhy

cant we?


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History of Quality

Malcolm Baldrige award institutionalized in 1987 by USgovernment.

Managers started to realize that quality of management ismore important than management of quality. Birth of theterm Total Quality Management (TQM) .

Florida Power and Light the first non-Japanese company to beawarded Deming prize in 1989.

Early 1990s: Quality management principles started findingtheir way in service industry . FedEx, The Ritz-Carton HotelCompany were the quality leaders.

TQM recognized worldwide : Countries like Korea, India,Spain and Brazil are mounting efforts to increase qualityawareness.


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During the first international qualitymanagement conference in 1969, Feigenbaum

would first use the phrase Total QualityManagement. Feigenbaum, however, would notmeet the depth of understanding of the termthat Japanese attendee and speaker, Ishikawawould. Ishikawa would indicate during theconference that TQM should apply to allemployees within the organization from the

workers to the head management.

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The Western culture would soon catch up, however.By the 1980s, the Western culture would takenotice of Japans success and start to set and adhereto higher Total Quality Management guidelines. Atthis time, however, it was unclear as to what exactlyTQM involved.

Today, companies all over the globe compete forthe hundreds of Excellence Awards now given. Thepurpose of quality management, however, stillremains the same as it has, all through history to

ensure that customers receive an excellent, qualityproduct.

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HISTORY OF TOTAL QUALITYMANAGEMENT

TQM involves methodology for continuallyimproving the quality of all processes, it drawson a knowledge of the principles & practicesof:

The behavioural sciences The analysis of quantitative & non-

quantitative data

Economics theories Process analysis

TQM TIMELINE


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TQM TIMELINE1920s: Some of the first seeds of quality management were plantedas the principles of scientific management swept through U.S.industry.

1930s: Walter Shewhart developed the methods for statisticalanalysis and control of quality.

1950s:W. Edwards Deming taught methods for statistical analysis andcontrol of quality to Japanese engineers & executivesJoseph M. Juran taught the concepts of controlling quality andmanagerial breakthroughArmand V. Feigenbaums book Total Quality Control was publishedPhilip B. Crosbys promotion of zero defects paved the way forquality improvement in many companies

1968: Kaoru Ishikawas synthesis of the philosophy contributed to


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1968: Kaoru Ishikawa s synthesis of the philosophy contributed toJapans ascendancy as a quality leader

Today:TQM is the name for the philosophy of a broad and systemicapproach to managing organizational quality.Quality standards such as the ISO 9000 Seriesand quality award programs such as the Deming Prize and

the Malcolm Baldridge National Quality Awards specify principlesand processes that comprise TQM.

KAORUISHIKAWA

ARMAND F.

W.E. DEMING

JOSEPHJURAN

PHILIP CROSBY

WALTERSHEWHAR


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MALCOLM BALDRIGE NATIONAL

QUALITY AWARDThe Malcolm Baldrige National QualityAward recognizes U.S. organizations in thebusiness, health care, education, and nonprofit

sectors for performance excellence. The BaldrigeAward is the only formal recognition of theperformance excellence of both public and priva teU.S. organiza tions given by the President of theUnited States .

The award promotes awareness of performanceexcellence as an increasingly important element incompetitiveness. It also promotes the sharing ofsuccessful performance strategies and thebenefits derived from using these strategies .
http://en.wikipedia.org/wiki/President_of_the_United_Stateshttp://en.wikipedia.org/wiki/President_of_the_United_Stateshttp://en.wikipedia.org/wiki/President_of_the_United_Stateshttp://en.wikipedia.org/wiki/President_of_the_United_Stateshttp://en.wikipedia.org/wiki/President_of_the_United_Stateshttp://en.wikipedia.org/wiki/President_of_the_United_States


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DEMINGS 14 POINTS ON TQM


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STEPS IN IMPLEMENTING TQM

OBTAIN CEO COMMITMENT

EDUCATE UPPER-LEVEL MGT

CREATE STEERING COMMITTEE

OUTLINE THE VISION STATEMENT, MISSIONSTATEMENT & GUIDING PRINCIPLES

PREPARE A FLOW DIAGRAM OF COMPANYPROCESSES

FOCUS ON THE OWNER/CUSTOMER &SURVEYS


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BENEFITS OF TQM

IMPROVE QUALITYEMPLOYEE PARTICIPATION &SATISFACTIONTEAMWORK & WORKING RELATIONSHIPSPROFITABILITY & MARKET SHARE

PRODUCTIVITYCOMMUNICATION


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OBSTACLES TO TQM

LACK OF MANAGEMENT COMMITMENTLACK OF EMPLOYEE MOTIVATIONINABILITY TO CHANGE ORGANISATIONCULTUREIMPROPER PLANNINGLACK OF CONTINUOUS TRAINING &

EDUCATIONINADEQUATE USE OF EMPOWERMENT &TEAMWORK


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TQM TODAY

Characterized differently by each companythat practices itThe primary philosophyContinuous improvement to exceed thecustomer expectationsIdentify and correct issues at the earlieststageIncorporate quality into the final product


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GROWTH OF TQMJapanese industries followed the path &guidance of Joseph Juran & Edward Demingfor TQM, and by mid-1970s became a worldleader in most industries & consumer productsegments, for eg., Sony in Consumer

Electronics, Toyota & Honda in 4-wheelerautomobile industry, Honda & Yamaha in 2wheeler industry etc.Gradually TQM spread to most of the worldsindustries in Korea, Europe and USA and it wasaccepted as universal mantra for world classperformance and excelling in individual fieldsof operations


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Current and future challenges

Current challenge: To ensure that managers dont lose sight ofthe basic principles on which quality management and

performance excellence are based. Former Xerox president David Kearns quality is a race

without a finish line. A key challenge is to allocate the necessary resources tomaintain a focus on quality, particularly in times of economicdownturns.

Increasing awareness of quality will only increase the level ofcompetition in the future.


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Future challenges

1. Partnerships2. Learning systems3. Adaptability and speed of change4. Environmental sustainability5. Globalization6. Knowledge focus7. Customization and differentiation8. Shifting demographics.

Th ff t f HRM ti th i l t ti f TQM h th t


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The effect of HRM practices on the implementation of TQM show that

the greatest influence on the implementation of TQM was the practice

of training and education, followed by such practices as incentive

compensation, employeedevelopment, and recruiting and selection. In

the implementation of many TQM programs such as the adoption of

new quality concepts, the set-up and practiceof customer satisfaction

systems, the use of Statistical Quality Control (SQC), a change inculture, and Quality Control Circle (QCC) employee training and

education was fundamental. TQM emphasizes employee involvement

and

teamwork, and this was encouraged by a good incentive system. The

effect of implementation of HRM on quality performance depicted that

performing HRM practices can have significant effects on employee

satisfaction and customer satisfaction.59


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EVOLUTION OF EMPLOYEE EMPOWERMENTAND INVOLVEMENT

..\quality circle.pdf PPSWP_QMSbeyondprod.pdf

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Quality Cerifications ISO 9000 ISO 9001 ISO 9002 ISO 14000 ISO 14001 TS 16949

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..\..\Evolution of Quality Innovation - 2013- YouTube.mp4

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