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7/30/2019 quality guru crosby

1/30

^VLSLIPL@ FQ?

DJBAE PQDMA">6!

CBDAPDIQD DPP\E\VA">1!

CBDICBDE SD@B"4>!

@GP


2/30

Fhvi ?O|il 42%4167

@al` ?D|m|sp 42%6>>4Favpb ~edcl ? ]blleaim% ]lsp

Wavmaiad)

^BAEA^ FDQDV@ CVHSFQ


3/30

Aipvh`|cl` pbl _lvh @lglcps ~vhmvdk dp Kdvpai+Kdvalppd ai pbl

ldveq 41=>s

^|feasbl` T|deapq As Gvll ai 41=1 dgplv gh|vplli qldvs ds d wacl

~vlsa`lip dp Aiplvidpahide Plel~bhil ' Plelmvd~b "APP!

Spdvpl` pbl kdidmlklip chis|epaim mvh|~ ^baea~ CvhsfqDsshcadpls% Aic) "^CD! ai 41=1

Bl gh|i`lv di` cbdavkdi hg pbl fhdv` hg Cdvllv AW% di lrlc|pawl

kdidmlklip chis|epaim gavk)

Cvhsfq desh gh|i`l` ^baea~ Cvhsfq Dsshcadpls Aic) di` pbl T|deapq

Cheelml)

Bl bds d|pbhvl` kdiq fhhjs% aice|`aim T|deapq as gvll% T|deapq

}apbh|p pldvs% t|deapq di` kl lpc)

Bas chipvaf|pahi ph t|deapq


4/30

Cvhsfq dsshcadpl` plvks

T\DEAPQ AS GVLL4) _LVH @LGLCPS6) PBL GH\V DFSHE\PLS3) T\DEAPQ KDP\VAPQ MVA@0) 40 SPL^S PH T\DEAPQ

AK^VHWLKLIP


6/30

_lvh `lglcp^baea~ F) Cvhsfq `lwleh~l`: spdpls pbdp ag ~lh~el chkkap pblkslewls ph

}dpcbaim `lpdaes di` dwha`aim lvvhvs% pblq cdi khwl cehslv ph pbl mhde hgzlvh `lglcps)

Ap aiwhewls ~|ppaim sqsplk ai ~edcl pbdp lis|vls pbdp pbaims dvl de}dqs

`hil ai pbl vambp }dq gavsp pakl di` lwlvq pakl)

Cvhsfq `hls ihp flealwl ai spdpaspacdeeq dccl~pdfel elwles hg t|deapq ghv

cvhsfq pblvl as hieq hil spdi`dv` flealg di` pbdp as ~lvglcpahi)

Ohsl~b O|vdi %d cvapac hg cvhsfq %dvm|ls pbdp % dgplv d clvpdai ~haip%

chighvkaim ph vlt|avlklips cdi dcp|deeq ak~hsl d``apahide chsps di` ds dvls|ep bl `hls ihp flealwl zlvh `lglcp as dppdaidfel)

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8/30


10/30

Kdp|vapq Mva` Spdml A? \iclvpdaipq

T|deapq as pbl vls~hisafaeapq hg pbl t|deapq `l~dvpklip T|deapq as ba``li }apbai kdi|gdcp|vaim hv limaillvaim:

ih ais~lcpahi

^vhfelks dvl gh|mbp ds pblq hcc|v)

Pbl chsp hg t|deapq as |ijih}i) Ai vldeapq ap as dfh|p6>,)

Pblvl dvl ih hvmdiazl` t|deapq ak~vhwlklip dcpawapals)

]l `hip jih} }bq }l bdwl ~vhfelks }apb t|deapq)

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11/30

Kdp|vapq Mva` Spdml AA? D}djliaim

]bael t|deapq kdidmlklip kdq fl wde|dfel% pblhvmdiazdpahi as ihp }aeeaim ph chkkap vlsh|vcls)

D t|deapq eld`lv as d~~haipl`% f|p pbl lk~bdsas as hid~~vdasde di` khwaim pbl ~vh`|cp

Pbl chsp hg t|deapq as vl~hvpl` dp 3,% f|p as dcp|deeq42,)

Dcpawapals dvl eakapl` ph sbhvp+vdiml% khpawdpahide

lgghvps)

]bq `h }l de}dqs bdwl ~vhfelks }apb t|deapq8

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12/30

Kdp|vapq Mva` Spdml AAA? Lieambpliklip

Kdidmlklip d`h~ps d s|~~hvpawl di` ble~g|e spdicl)

T|deapq as lelwdpl` ph d g|icpahide elwle lt|awdelip phlimaillvaim% kdvjlpaim% lpc)

^vhfelks dvl vlshewl` h~lieq di` ai di hv`lveq }dq)

Pbl chsp hg t|deapq as vl~hvpl` ds 2,% pbh|mb ap asvldeeq dfh|p 46, hg sdels)

Pbl gh|vplli+spl~ t|deapq ak~vhwlklip ~vhmvdk asak~elklipl`)

]l dvl a`lipagqaim di` vlshewaim h|v ~vhfelks)

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14/30

Kdp|vapq Mva` Spdml W? Clvpdaipq

T|deapq as di lsslipade ~dvp hg pbl hvmdiazdpahi)

D t|deapq kdidmlv slvwls hi pbl fhdv` hg `avlcphvs)

^vhfelks dvl ~vlwlipl`)

Pbl chsp hg t|deapq as vl~hvpl` ds 6)


15/30

Kdidmlklip \i`lvspdiàim di`Dppap|`l

Ak~vhwlklip apsleg as ilwlv pbl vlde àggac|epq)

Hicl aiàwa`|des vlchmiazl di` dmvll hi pblav

~hsapahi% ap as ilwlv àggac|ep ph ak~vhwl)

]bdp }hvjs ai hil ai`|spvq ph ak~vhwl t|deapq

}aee }hvj ai hpblvsag qh| pdjl pbl pakl ph

|i`lvspdi` t|deapq di` aps chiplip)

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16/30

T|deapq Hvmdiazdpahide Spdp|s

D ehp hg ~vhfelks }aee fl dwha`l` ag qh| edq h|p dceldv ~heacq chwlvaim pbl lipavl t|deapq

h~lvdpahiJll~ ap sak~el% di` qh| }aee bdwl pbl

vldshidfel lr~lcpdpahi hg bdwaim shklhil vld` ap)

T|deapq h~lvdpahis sbh|e` de}dqs vl~hvp dp pbl

sdkl elwle ds pbhsl `l~dvpklips pblq dvl cbdvml`

}apb lwde|dpaim)


17/30

Bdièaim^vhfelks

H~lvdpahis pbdp pv|eq }dip ph bdièl ~vhfelks%ghv pbl ~|v~hsl hg shewaim pblk k|sp cvldpl di

h~li shcalpq }apbai pblav }dees pbdp as akf|l`

}apb pbl fdsac chicl~ps hg aiplmvapq di`

hfolcpawapq)

Hfolcpawapq chkls }apb ihp ~edcaim pbl fedkl ghv

~vhfelks hi aiàwa`|des) Dak pbl t|lspahis di`

~vhfaim dp pbl ohf)


18/30

T|deapq Ak~vhwlklip Dcpawapals

Vlde ak~vhwlklip o|sp ~edai pdjls d }bael ph

dcchk~easb)

T|deapq kdidmlklip as fdeelp% ihp bhcjlq) D

fdeelp as `leaflvdpleq `lsamil`% `asc|ssl`%

~ediil`% lrdkail`% di` ~vhmvdkkl` ai `lpdae

flghvl ap as ~lvghvkl`)


19/30

Chsp hg T|deapq "CHT!

T|deapq as gvll% f|p ih hil as lwlv mhaim ph jih}

ap ag pblvl asip shkl shvp hg dmvll`+hi sqsplk hg

klds|vlklip)

Pbl ~|v~hsl hg cdec|edpaim CHT as vldeeq hieq ph

mlp kdidmlklips dpplipahi di` ph ~vhwa`l d

klds|vlklip fdsl ghv sllaim bh} t|deapq

ak~vhwlklip as `haim)


20/30

Gh|vplli Spl~s ph T|deapq Ak~vhwlklip

4) Kdidmlklip chkkapklip }apb di lk~bdsas hi`lglcp ~vlwlipahi di` wasafaeapq

6) T|deapq ak~vhwlklip pldks chk~hsl` hiklkflvs hg ldcb `l~dvpklip hv g|icpahidee

pbl ilclssdvq phhes

3) T|deapq klds|vlklip ph khiaphv pbl spdp|s di`

ak~vhwlklip hg dcpawapals

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21/30


0) Chsp hg t|deapq lwde|dpahi fq pbl chk~pvheelv

ghv dcc|vdpl gam|vls


22/30


=) Di d` bhc chkkappll ph d`whcdpl zlvh `lglcps

2) S|~lvwashv pvdaiaim sh pbdp dee kdidmlvs |i`lvspdi`

pbl ~vhmvdks di` cdi lr~edai ap

1) _lvh @lglcps @dq ph lspdfeasb zlvh `lglcps ds pbl

hvmdiazdpahide spdi`dv`

4>) Mhde slppaim ds pldks% s~lcagac di` klds|vdfel

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23/30


44) Vlkhwaim pbl cd|sls hg `lglcps% ds `lscvafl` fqai`awa`|de }hvjlvs% sh pbdp pbl ~lh~el jih}

pblav ~vhfelks dvl bldv` di` dis}lvl`

46) Mli|ail vlchmiapahi ghv dcbalwlklip

43) T|deapq ch|icaes hg t|deapq ~vhglssahides di`

pldk cbdavs ghv spdp|s aighvkdpahi di` a`lds

40) @h ap hwlv dmdaivl~lpapahi kdjls pbl ~vhmvdk

~lv~lp|de

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24/30

Ai pbl Cvhsfq spqel% pbl Wdccail as lr~edail` ds kl`acail ghv

kdidmlklip ph ~vlwlip ~hhv t|deapq)

Ap as ai gawl slcpahis pbdp chwlv pbl vlt|avlklips hg Phpde T|deapq

Kdidmlklip)

SLCPAHI 4AIPLMVAPQ

Pvldp t|deapq slvah|seq pbvh|mbh|p pbl }bhel f|sailss hvmdiazdpahi gvhk

ph~ ph fhpphk) Pbdp pbl chk~dials g|p|vl }aee fl o|`ml` hi aps

~lvghvkdicl hi t|deapq)

SLCPAHI 6SQSPLKS

D~~vh~vadpl klds|vls di` sqsplks sbh|e` fl ~|p ai ~edcl ghv t|deapq

chsps% l`|cdpahi% t|deapq% ~lvghvkdicl% vlwal}% ak~vhwlklip di`

c|sphklv sdpasgdcpahi)

T\DEAPQ WDCCAIL

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25/30

SLCPAHI 3CHKK\IACDPAHIPbl chkk|iacdpahi sqsplks dvl hg ~dvdkh|ip ak~hvpdicl ph

chkk|iacdpl vlt|avlklips di` s~lcagacdpahis di` ak~vhwlklip

h~~hvp|iapals dvh|i` pbl hvmdiazdpahi)

SLCPAHI 0H^LVDPAHIS

]hvj }apb di` `lwleh~ s|~~ealvs) ^vhclssls sbh|e` fl cd~dfel di`ak~vhwlklip c|ep|vl sbh|e` fl pbl ihvk)

Pvdaiaim as vh|pail dcpawapq hg dee pdsjs di` as ~dvpac|edveq aiplmvdpl`

SLCPAHI


26/30

D Vlde ]hve` Lrdk~el

Deflvph ]asflcj phhj pbl ohf hg ph~ kdidmlv dpSalklis }hvsp gdcphvq ai Oaidi% Cbaid)

^vh`|cpahi cd~dcapq }ds eh} di` pbl chsp hg vd}kdplvades }ds 7=, hg sdels)

Ag lggacalicq `a` ihp ak~vhwl% pbl gdcphvq }h|e`

fl cehsl`)

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27/30

]bdp `a` ]asflcj `h8

]asflcj ghc|sl` hi ak~vhwaim t|deapq di`kllpaim c|sphklv ill`s

Gheeh}aim pbl 40+spl~ t|deapq ak~vhwlklip~vhmvdk% bl lich|vdml` }hvjlvs di` s|~lvwashvs

ph a`lipagq pbl ~vhclssls di` ~vhcl`|vls pbdp }lvl

cd|saim ~vhfelks)

Gheeh}aim pvdaiaim% ph~ kdidmlvs ak~elklipl`

~vholcps ai pblav h}i }hvj dvlds


28/30

]bdp }lvl pbl vls|eps8

Fq ghc|saim hi gd|epq }hvj ~vhclssls% pbl

kdidmlvs dwha`l` vl~vakdi`aim pblav }hvjlvsd

cvapacde c|ep|vde vlt|avlklip)

Hwlv 3>> ~vholcps sdwl` pbl chk~diq $7>0%>>>

dii|deeq di` pbl ~edip vhsl ph vdij ds Salklis #6

~edip)


29/30

^|feacdpahis fq ^baea~ Cvhsfq417=) C|ppaim pbl chsp hg t|deapq) Fhsphi% Ai`|spvade L`|cdpahi Aispap|pl) HCEC 747211)

4171) Pbl spvdplmq hg sap|dpahi kdidmlklip) Fhsphi% Ai`|spvade L`|cdpahi Aispap|pl) HCEC 43=74)

41=1) T|deapq as Gvll) Il} Qhvj? KcMvd}+Baee) ASFK >+>=+>40+>=+>40+>=+>40+>=+>40+>=+>40+>=+>40+>=+>40+060+3)

411+>=+>40=+>40


30/30

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