What Do We Mean by Quality? By Gregory H. Watson

European Students of Industrial Engineering and Managementwww.estiem.org

What do we mean by quality?

Gregory H. WatsonESTIEM Summer Academy Professor

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Part 1April 2016


Sex without love is mechanical …

Love without sex is frustrating ..

But, sex with love is magical!

Go for the magic!

Methods without theory is mechanical …

Theory without methods is frustrating …

But, methods with theory is magical!

Go for quality!

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If theory develops a mental model to objectively define a pragmatic approach for understanding the real world,

and method identifies a set of activities and tools that transform theory into practice,

then is it possible to have a mindful practice without an underlying theory?

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Time for Reflection:




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Part 2April 2016


Defining quality since the time of the craftsmen:

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Quality is Observed at the Confluence of Form and Function

Function: Ergonomic Capability + Quality Judgment

Form: Aesthetic Design


What do you think of as possessing “quality”? Do you base your judgment on this object’s intrinsic value, aesthetic form or practical functionality?

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Part 3April 2016


“Big Q” Quality“Little q” Quality

Emphasis Operational Strategic

Focus Managing the Quality Function

Managing forQuality Results

Positioning A Quality Strategy Quality as Strategy


If a “quality strategy” defines the set of methods, activities, and tools that are used to implement work practices that produce quality and

“quality as strategy” positions a way to efficiently, effectively and economically deliver value externally from an organization,

then how should quality be managed within an organization?

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Part 4April 2016


The Kano Model – Quality is a Value-adding Deliverable to Customers

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The Watson Model – Quality is Produced by Purposeful Design

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“By “quality” we mean the persistent pursuit of

goodness in the objectively judged deliverable of

a system of working coupled with a simultaneous

relentless avoidance of badness in the objectively

judged deliverable as perceived by the ultimate

customers of its end state.”

~ Gregory H. Watson


“Attractive quality” positions an organization’s planned deliverables as “fit for love” by its targeted customers;

“Competitive quality” compares these organization’s deliverables to the deliverables of its competitors; and

“Must-be quality” defines minimal requirements in this quality performance.

These outcomes are created by a process that purposefully designs quality into an organization’s promises about deliverables to customers and serves as a standard of comparison for real-world experience with these deliverables.

What is meant by “goodness” and “badness” in these quality deliverables?

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What Do We Mean by Quality? By Gregory H. Watson

Engineering

Transcript of What Do We Mean by Quality? By Gregory H. Watson