Quality Management Philosophies

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Chapter 3

• Quality Management Philosophies

Slide 3.1
??1999 South-Western College Publishing
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Leaders in the Quality Revolution

• W. Edwards Deming
• Joseph M. Juran
• Philip B. Crosby
• Armand V. Feigenbaum
• Kaoru Ishikawa

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Deming Chain Reaction
Slide 3.3
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Demings System of Profound Knowledge

• Appreciation for a system
• Understanding variation
• Theory of knowledge
• Psychology

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Systems

• A system is a set of functions or activities
  within an organization that work together for the
  aim of the organization.
• Components must work together
• Management must optimize the system
• Every system must have a purpose

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Variation

• Many sources of uncontrollable variation exist
  (common causes)
• Special (assignable) causes of variation can be
  recognized and controlled
• Failure to understand these differences can
  increase variation in a system
• Taguchi philosophy seeks to minimize variation
  around a target value

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Sources of Variation in Production Processes
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Traditional View of Conformance to Specifications
No Loss
Loss
Loss
0.500
0.520
0.480
Tolerance
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Theory of Knowledge

• Knowledge is not possible without theory
• Experience alone does not establish a theory, it
  only describes
• Theory shows a cause and effect relationship that
  can be used for prediction

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Psychology

• Sincere trust and belief in people
• Understanding of how people work in systems
• Intrinsic versus extrinsic motivation

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Demings 14 Points (Abridged) (1 of 2)
1. Create and publish a company mission
statement and commit to it. 2. Learn the new
philosophy. 3. Understand the purpose of
inspection. 4. End business practices driven by
price alone. 5. Constantly improve system of
production and service. 6. Institute
training. 7. Teach and institute leadership.
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Demings 14 Points (2 of 2)
8. Drive out fear and create trust. 9.
Optimize team and individual efforts. 10.
Eliminate exhortations for work force. 11.
Eliminate numerical quotas and M.B.O.
Focus on improvement. 12. Remove barriers that
rob people of pride of workmanship. 13.
Encourage education and self-improvement. 14.
Take action to accomplish the transformation.
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Deming Prize

• Instituted 1951 by Union of Japanese Scientists
  and Engineers (JUSE)
• Several categories including prizes for
  individuals, factories, small companies, and
  Deming application prize
• American company winners

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Jurans Quality Trilogy

• Quality planning
• Quality control
• Quality improvement

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Philip B. Crosby

• Absolutes of Quality Management
• quality means conformance to requirements
• problems are functional in nature
• there is no optimum level of defects
• cost of quality is the only useful measurement
• zero defects is the only performance standard

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