Quality Advocates

MEM 650 Agenda - MEM 650 Agenda - Week 4Week 4MEM 650 Agenda - MEM 650 Agenda - Week 4Week 4

Administrative Lecture/discussion

• Chapter 1 Organizing for Quality• Chapter 2 Quality Advocates

• Individual desk-side presentations

• Quality advocates• Deming’s “14 points”

Week 5 Assignments• Homework:

Chapter 2 - 3, 7, 12• Read chapter 3

Quality Advocates

Quality AdvocatesQuality Advocates

Chapter Two

Quality Advocates

Quality AdvocatesQuality Advocates U.S. Quality Innovators Walter Shewhart (1920s -1940s) W. Edwards Deming (post WWII through 1980s) Joseph M. Juran (consultant post WWII through

1980s) Philip Crosby (1980s) Japanese Quality Innovators: Kaoru Ishikawa (post WWII - 1980s) Genichi Taguchi (1960s - 1980s)

Quality Advocates

Walter A ShewhartWalter A Shewhart Pioneer of modern quality control

recognized the need to separate variation into assignable and unassignable causes (defined “in control”.)

“founder of the control chart” (e.g. X-bar and R chart).

originator of the plan-do-check-act cycle.

perhaps the first to successfully integrate statistics, engineering, and economics.

defined quality in terms of objective and subjective quality• objective quality: quality of a thing independent of people.• subjective quality: quality is relative to how people perceive it.

(value)

Quality Advocates

W. Edwards DemingW. Edwards DemingStudied under Shewhart at Bell Laboratories

Contributions: – well known for helping Japanese companies apply Shewhart’s statistical process control.

Main contribution is his Fourteen Points to Quality

• create constancy of purpose.

• cease dependence on inspection to improve quality

• drive out fear and build employee trust.

• seek long-term supplier relationship

• eliminate numerical goals; substitute leadership (abolish annual rating or merit system).

• eliminate slogans, exhortations, and work-force targets

Quality Advocates

The Deming Chain ReactionThe Deming Chain Reaction

ImproveQuality

Costs Decrease:(Less rework,

fewer mistakes,less scrap)

ProductivityImproves

Achieve Greater Market Share(higher quality

products at less cost)

Stay in Business

Provide Jobs and

More Jobs

Quality Advocates

Joseph M. JuranJoseph M. Juran Contributions

– also well-known for helping improve Japanese quality.

– directed most of his work at executives and the field of quality management.

- developed the “Juran Triology” for managing quality:• Quality planning, quality control, and quality

improvement.

Quality Advocates

JuranJuranQuality PlanningQuality Planning Quality ControlQuality Control

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Quality Advocates

FeigenbaumFeigenbaum Developed the concept of Total Quality

Control.• System for managing the entire value-chain

connecting supplier to customer. “If you want to find out about your quality,

go out and ask your customer.” Quality control staff = Facilitators.

Quality Advocates

Philip CrosbyPhilip Crosby Quality management advocate,

consultant, and author• Quality is Free

The four absolutes of quality including:• #1- quality is defined by conformance to requirements, not

“goodness”.• #2 - system for causing quality is prevention not appraisal.• #3 - performance standard is zero defects, not “that’s close

enough.”• #4 - measurement of quality is the price of nonconformance,

not indexes.

Quality Advocates

CrosbyCrosby

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Quality Advocates

Kaoru IshikawaKaoru Ishikawa Contributions

• Developed concept of true and substitute quality characteristics• true characteristics are the customer’s view• substitute characteristics are the producer’s view• degree of match between true and substitute ultimately

determines customer satisfaction.• Advocate of the use of the 7 tools (e.g., cause-and-effect diagram)• Advanced the use of quality circles (worker quality teams).• Respect for humanity as a management philosophy - full

participation.• Cross-functional management.

Quality Advocates

Genichi TaguchiGenichi Taguchi Contributions: Taguchi methods emphasize consistency of

performance and reduced variation Quality loss function (deviation from target is a

loss to society). Parameter design (robust engineering) which

is an application of Design of Experiments.• Identify key variables• Reduce variation on the important variables• Open up tolerances on unimportant variables

Quality Advocates

TaguchiTaguchi

TargetTargetLowerLower

specificationspecificationlimitlimit

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