1 chapter 1 introduction to quality. 2 modern importance of quality “the first job we have is to...
TRANSCRIPT
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Chapter 1Chapter 1Chapter 1Chapter 1
Introduction to Introduction to
QualityQuality
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Modern Importance of Modern Importance of QualityQualityModern Importance of Modern Importance of QualityQuality
“ “The first job we have is to turn out The first job we have is to turn out quality merchandise that consumers quality merchandise that consumers will buy and keep on buying. If we will buy and keep on buying. If we produce it efficiently and produce it efficiently and economically, we will earn a profit, economically, we will earn a profit, in which you will share.” in which you will share.”
- William Cooper - William Cooper ProcterProcter
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Key IdeaKey Idea
Building—and maintaining—quality into an organization’s goods and services, and more importantly, into the infrastructure of the organization itself, is not an easy task.
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Quality AssuranceQuality Assurance
...is any action directed toward ...is any action directed toward providing customers with goods providing customers with goods and services of appropriate and services of appropriate quality.quality.
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History of Quality History of Quality Assurance Assurance (1 of 3)(1 of 3)
History of Quality History of Quality Assurance Assurance (1 of 3)(1 of 3)
Skilled craftsmanship during Middle Skilled craftsmanship during Middle AgesAges
Industrial Revolution: rise of inspection Industrial Revolution: rise of inspection and separate quality departmentsand separate quality departments
Early 20Early 20thth Century: statistical methods Century: statistical methods at Bell Systemat Bell System
Quality control during World War IIQuality control during World War II Post-war Japan: evolution of quality Post-war Japan: evolution of quality
managementmanagement
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History of Quality History of Quality Assurance Assurance (2 of 3)(2 of 3)
History of Quality History of Quality Assurance Assurance (2 of 3)(2 of 3)
Quality awareness in U.S. Quality awareness in U.S. manufacturing industry during manufacturing industry during 1980s: from “Little Q” to “Big Q” - 1980s: from “Little Q” to “Big Q” - Total Quality ManagementTotal Quality Management
Malcolm Baldrige National Quality Malcolm Baldrige National Quality Award (1987) Award (1987)
Disappointments and criticismDisappointments and criticism
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History of Quality History of Quality Assurance Assurance (3 of 3)(3 of 3)
History of Quality History of Quality Assurance Assurance (3 of 3)(3 of 3)
Emergence of quality management Emergence of quality management in service industries, government, in service industries, government, health care, and educationhealth care, and education
Evolution of Six SigmaEvolution of Six Sigma Current and future challenge: keep Current and future challenge: keep
progress in quality management progress in quality management alivealive
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Key IdeaKey Idea
While quality initiatives can lead to business success, they cannot guarantee it, and one must not infer that business failures or stock price dives are the result of poor quality.
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Contemporary Influences Contemporary Influences on Qualityon Quality
PartneringPartnering Learning systemsLearning systems Adaptability and speed of changeAdaptability and speed of change Environmental sustainabilityEnvironmental sustainability GlobalizationGlobalization Knowledge focusKnowledge focus Customization and differentiationCustomization and differentiation Shifting demographicsShifting demographics
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Defining QualityDefining Quality
Perfection
ConsistencyEliminating waste
Fast delivery
Compliance with policies and procedures
Providing a good, usable product
Doing it right the first time
Delighting or pleasing customers
Total customer service and satisfaction
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Formal Definitions of Formal Definitions of QualityQualityFormal Definitions of Formal Definitions of QualityQuality
Transcendent definitionTranscendent definition: excellence: excellence Product-based definitionProduct-based definition: quantities of : quantities of
product attributesproduct attributes User-based definitionUser-based definition: fitness for : fitness for
intended useintended use Value-based definitionValue-based definition: quality vs. : quality vs.
priceprice Manufacturing-based definitionManufacturing-based definition: :
conformance to specificationsconformance to specifications
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Quality PerspectivesQuality PerspectivesQuality PerspectivesQuality Perspectives
CustomerCustomer
DistributionDistribution
productsproducts and and servicesservices
needsneeds
transcendent &transcendent &product-basedproduct-based user-baseduser-based
manufacturing-manufacturing- basedbased
value-basedvalue-based
MarketingMarketing
DesignDesign
ManufacturingManufacturing
Information flowInformation flowProduct flowProduct flow
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Key IdeaKey Idea
Because individuals in different business functions speak different “languages,” the need for different views of what constitutes quality at different points inside and outside an organization is necessary to create products of true quality that will satisfy customers’ needs.
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Customer-Driven QualityCustomer-Driven QualityCustomer-Driven QualityCustomer-Driven Quality
““Meeting or exceeding customer Meeting or exceeding customer expectations”expectations”
Customers can be...Customers can be...– ConsumersConsumers– External customersExternal customers– Internal customersInternal customers
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Total QualityTotal Quality
People-focused management systemPeople-focused management system Focus on increasing customer Focus on increasing customer
satisfaction and reducing costssatisfaction and reducing costs A systems approach that integrates A systems approach that integrates
organizational functions and the organizational functions and the entire supply chainentire supply chain
Stresses learning and adaptation to Stresses learning and adaptation to changechange
Based on the scientific methodBased on the scientific method
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Principles of Total QualityPrinciples of Total Quality
Customer and stakeholder focusCustomer and stakeholder focus Participation and teamworkParticipation and teamwork Process focus supported by Process focus supported by
continuous improvement and continuous improvement and learninglearning
…all supported by an integrated organizational infrastructure, a set of management practices,and a set of tools and techniques
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Customer and Customer and Stakeholder FocusStakeholder Focus
Customer is principal judge of qualityCustomer is principal judge of quality Organizations must first understand Organizations must first understand
customers’ needs and expectations in customers’ needs and expectations in order to meet and exceed themorder to meet and exceed them
Organizations must build relationships Organizations must build relationships with customerswith customers
Customers include employees and Customers include employees and society at largesociety at large
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Key IdeaKey Idea
To meet or exceed customer expectations, organizations must fully understand all product and service attributes that contribute to customer value and lead to satisfaction and loyalty.
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Participation and Participation and TeamworkTeamwork
Employees know their jobs best and Employees know their jobs best and therefore, how to improve themtherefore, how to improve them
Management must develop the Management must develop the systems and procedures that foster systems and procedures that foster participation and teamworkparticipation and teamwork
Empowerment better serves Empowerment better serves customers, and creates trust and customers, and creates trust and motivationmotivation
Teamwork and partnerships must exist Teamwork and partnerships must exist both horizontally and verticallyboth horizontally and vertically
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Key IdeaKey Idea
In any organization, the person who best understands his or her job and how to improve both the product and the process is the one performing it.
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Process Focus and Process Focus and Continuous ImprovementContinuous Improvement
A A processprocess is a sequence of is a sequence of activities that is intended to activities that is intended to achieve some resultachieve some result
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Continuous Improvement Continuous Improvement
Enhancing value through new Enhancing value through new products and servicesproducts and services
Reducing errors, defects, waste, and Reducing errors, defects, waste, and costscosts
Increasing productivity and Increasing productivity and effectivenesseffectiveness
Improving responsiveness and cycle Improving responsiveness and cycle time performancetime performance
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Key IdeaKey Idea
Major improvements in response time may require significant simplification of work processes and often drive simultaneous improvements in quality and productivity.
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Deming’s View of aDeming’s View of aProduction SystemProduction System
Suppliers ofmaterials and equipment
Receipt and test of materials
Design and Redesign
Consumer research
ABCD
Production, assembly inspection
Tests of processes, machines, methods
Distribution
Consumers
INPUTS PROCESSES OUTPUTS
Feedback
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LearningLearning
The foundation for improvement … The foundation for improvement … Understanding why changes are Understanding why changes are successful through feedback between successful through feedback between practices and results, which leads to new practices and results, which leads to new goals and approachesgoals and approaches
Learning cycleLearning cycle::– PlanningPlanning– Execution of plansExecution of plans– Assessment of progressAssessment of progress– Revision of plans based on assessment Revision of plans based on assessment
findingsfindings
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Infrastructure, Practices, Infrastructure, Practices, and Toolsand Tools
Leadership Strategic HRM Process Information and knowledgeLeadership Strategic HRM Process Information and knowledge Planning mgt. managementPlanning mgt. management
Performance TrainingPerformance Training appraisalappraisal
Trend chartTrend chartToolsTools
PracticesPractices
InfrastructureInfrastructure
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TQ InfrastructureTQ Infrastructure
Customer relationship managementCustomer relationship management Leadership and strategic planningLeadership and strategic planning Human resources managementHuman resources management Process managementProcess management Information and knowledge Information and knowledge
managementmanagement
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Competitive AdvantageCompetitive AdvantageCompetitive AdvantageCompetitive Advantage
Is driven by customer wants and needsIs driven by customer wants and needs Makes significant contribution to Makes significant contribution to
business successbusiness success Matches organization’s unique resources Matches organization’s unique resources
with opportunitieswith opportunities Is durable and lastingIs durable and lasting Provides basis for further improvementProvides basis for further improvement Provides direction and motivationProvides direction and motivation
Quality supports each of these characteristics
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Quality and ProfitabilityQuality and ProfitabilityQuality and ProfitabilityQuality and Profitability
Improved quality of design
Higher perceived value
Increased market share
Higher prices
Increased revenues
Improved quality of conformance
Lower manufacturing and
service costs
Higher profitability
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Key IdeaKey Idea
Considerable evidence exists that quality initiatives positively impact bottom-line results.
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Quality and Business Quality and Business Results StudiesResults Studies
General Accounting Office study of General Accounting Office study of Baldrige Award applicantsBaldrige Award applicants
Baldrige stock study (see Baldrige stock study (see www.baldrige.org) www.baldrige.org)
Hendricks and Singhal study of quality Hendricks and Singhal study of quality award winnersaward winners
Performance results of Baldrige Award Performance results of Baldrige Award winnerswinners
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Key IdeaKey Idea
An organization that is committed to total quality must apply it at three levels: the organizational level, the process level, and the performer/job level.
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Three Levels of QualityThree Levels of Quality
Organizational levelOrganizational level: meeting : meeting external customer requirementsexternal customer requirements
Process levelProcess level: linking external and : linking external and internal customer requirementsinternal customer requirements
Performer/job levelPerformer/job level: meeting : meeting internal customer requirementsinternal customer requirements
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Quality and Personal Quality and Personal ValuesValuesQuality and Personal Quality and Personal ValuesValues
Personal initiative has a positive Personal initiative has a positive impact on business success impact on business success
Quality begins with personal attitudesQuality begins with personal attitudes Quality-focused individuals often Quality-focused individuals often
exceed customer expectationsexceed customer expectations Attitudes can be changed through Attitudes can be changed through
awareness and effort (e.g., personal awareness and effort (e.g., personal quality checklists)quality checklists)
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Key IdeaKey Idea
In the daily attempt to bring about change in the individual parts of the organizational universe, managers, employees, professors, and students can find that personal quality is the key to unlock the door to a wider understanding of what the concept really is all about. Unless quality is internalized at the personal level, it will never become rooted in the culture of an organization. Thus, quality must begin at a personal level (and that means you!).