QUALITY MANAGEMENT

A. QUALITY GURUSB. MAIN CONTRIBUTION.

ELIZABETH RUIZ

W EDWARDS DEMING

Transform the style of American management' cause of failure of senior management to plan ahead. The quality do not rely on workers but heads of important management principles and insights into employee psychology.

MAIN CONTRIBUTION. He produced his famous14 points. His emphasis throughout was on prevention rather than cure. 1.Create constancy of purpose for improvement of the product and service.2.Adopt the new philosophy3.Crease dependence on mass inspection to achieve quality4.End the practice of awarding business on the basis of Price5.Improve constantly and forever the system of production and service6.Institute training on the job7.Institute leadership8.Drive out fear, so that everyone may work effectively for the company.9.Break down the barriers between departments.10.Eliminate slogans, exhortations, and targets, asking for new levels of productivity11.Eliminate work standards that prescribe numerical quotas12.Remove the barriers that rob people of their right to pride of workmanship13.Institute a vigorous program of education and self-improvement.14.Put everyone in the company to work to accomplish the transformation.

SEVEN DEADLY DISEASES (JUST 5 RELATED TO EDUCATION)

Seven deadly diseases (just 5 related to education)1. the lack of constancy of purpose.2. Short-term thinking3. Evaluation of an individual’s performance through merit ratings or annual review.4. Job-hopping5. Management by the use of visible figures.

Philosophy of management he called his ‘system of profound knowledge’, which consists of four interrelated parts: appreciation of a system; knowledge about variation; theory of knowledge; psychology.

JOSEPH JURAN

Joseph Juran is a veteran pioneer of the quality revolution. “The father of quality control”

MAIN CONTRIBUTION Juran is the author and editor of a number of books, including

Juran’s Quality Control Handbook, Juran on Planning for Quality and Juran on Leadership for Quality. In the first edition of the Quality Control Handbook, published in the 1950s, he used his now famous words ‘there is gold in the mine!’

THE 80/20 RULE It follows from this that 80 per

cent of problems lie with management, as they have control of 80 per cent of the systems in an organization.

STRATEGIC QUALITY MANAGEMENT. Following steps:1. Identify who are the customers.2. Determine the needs of those customers.3. Translate those needs into our language.4. Develop a product that can respond to those needs.5. Optimize the product features so as to meet our needs as well ascustomer needs.6. Develop a process that is able to produce the product.7. Optimize the process.8. Prove that the process can produce the product under operatingconditions.9. Transfer the process to operations.

PHILIP B CROSBY He held a variety of quality control jobs, the

first being as a line inspector.

MAIN CONTRIBUTION Quality is free This very powerful idea is premised on the

idea that savings from quality improvement programmes pay for themselves.

ZERO DEFECTS AND STEPS IN A QUALITY PROGRAMME

Zero defects It is the commitment to success and the elimination of failure. It

involves putting systems in place that ensure that things are always done in the right way first time and every time.

STEPS IN A QUALITY PROGRAMME 1) Management Commitment. 2) The Quality Improvement Team 3)Quality Measurement 4)quantifying The Cost of Quality. 5)Quality Awareness. 6)Corrective Action 7)Zero Defects Planning. 8)Supervisor Training

TOM PETERS He is primarily a management theorist whose views on what makes

successful organizations have considerable relevance to quality

MAIN COUNTRIBUTION Managing by walking about (MBWA) by practicing MBWA, is able to pursue the following important

characteristics: • listening to staff, which shows that the/she cares; • teaching and transmitting values; • facilitating and given gon-the-spot help and advice.

ATTRIBUTES OR TRAITS

These traits are:1. A management obsession with quality—Peters stresses the importance of practical action to back up the emotional commitment to quality2. Passionate systems—for Peters, failure is invariably due to passion without system, or system without passion.3. Measurement of quality—Quality is rewarded—Peters believes that financial incentives can boost quality improvement.4. Everyone is trained for quality—Peters believes that every person in an organization should be extensively trained. 5. Multi-function teams6. Small is beautiful—Peters does not believe that there is any such7. thing as a small improvement.8. Create endless ‘Hawthorne effects’—he believes in getting things going with new goals, new themes and new events.9. Pharallel organizational structure devoted to quality improvement10. Everyone is involved11. When quality goes up, costs go down12. Quality improvement is a never-ending journey

KAORU ISHIKAWA He was awarded the Deming Prize for his writings on total quality

control. His most famous book What is Total  MAIN CONTRIBUTION  Quality circles A quality circle is typically a voluntary group of usually five to a dozen

staff all from the same workshop. They meet regularly and are led by a foreman, team leader or one of the workers. Their aim is to contribute to the improvement and development of the enterprise and to build a happy workforce. Quality circles are about using human capabilities to the full. These aims are broader than is consistent with a narrow definition of quality.

 Seven tools of quality control Pareto charts, cause and effect diagrams, stratification, check sheets,

histograms, scatter diagrams and Shewhart’s control charts and graphs.

WALTER A. SHEWHART

He was a statiscian “The grandfather of quality control”

MAIN CONTRIBUTION Contributed to understanding of process

variability. –Developed concept of statistical control

charts.

ARMAND V. FEIGENBAUM

He introduced the concept of total quality control.

 MAIN CONTRIBUTION Quality principles in 40 steps

GENICHI TAGUCHI

  He stresses that companies should focus their

quality efforts on the design stage.

MAIN CONTRIBUTION Concept of Design of experiment Develop A ROBUST DESIGN: smaller difference

from the target result in smaller costs.  

SUMMARY

Target 5.00 tolerances0.480 0.520

Quality Guru Main ContributionWalter A. Shewhart –Contributed to understanding of process variability.

–Developed concept of statistical control charts.W. Edwards Deming –Stressed management’s responsibility for quality.

–Developed “14 Points” to guide companies in quali ty improvement.

Joseph M. Juran –Defined quali ty as “fitness for use.”–Developed concept of cost of quali ty.

Armand V. Feigenbaum – Introduced concept of total quali ty control. Philip B. Crosby –Coined phrase “quality is free.”

Introduced concept of zero defects.Kaoru Ishikawa –Developed cause-and-effect diagrams.

Identified concept of “internal customer.” Genichi TaguchiFocused on product design quali ty.

–Developed Taguchi loss function.