Chapter 3 – Philosophies & Frameworks

1
Chapter 3 Philosophies Frameworks

• Quality pioneers, awards, and standards

2
Why Study History?

• ????

3
Why Study History?

• Famous quote
• ______________________________
  ______________________________ ___________________
  
• - George Santayana
• American philosopher
• 1863 - 1952

4
Why Study History?

• We are part of a time continuum
• _____________________________
• _____________________________
• Its important to recognize past inventions,
  innovations, discoveries, and accomplishments
  (and the persons responsible)

5
Early Quality Pioneers - 1

• Frederick Taylor
• Father of scientific management
• Inspection
• Gauging
• Henry Ford
• Standardization (reduced variation)
• Mass use of interchangeable parts

6
Early Quality Pioneers - 2

• Walter A. Shewhart (Bell Labs) (1891-1967)
• Father of SQC my term
• Developed Statistical control charts
• PDCA cycle (shared with Deming)
• Identified 2 causes of variation chance and
  assignable

7
Early Quality Pioneers - 3

• George Edwards (Director of QA, Bell Labs) (????
  1974)
• Coined term Quality Control
• 1st president of ASQC

8
Early Quality Pioneers - 4

• H.G. (Harry) Romig and Harold F. Dodge (Bell
  Labs)
• Acceptance sampling tables
• H.G. (Harry) Romig (????-????)
• Taught math and physics at SJSC (now SJSU)
• Harold F. Dodge (1893-1976)

9
W. Edwards Deming - 1 (1900 1993)

• Most famous of Quality pioneers
• Mathematician and statistician by training (PhD)
• Worked at USDA and Bureau of the Census
• Studied with Shewhart for several years
• Invited Shewhart to lecture at USDA
• Helped U.S. occupation forces in Japan (1946)
• Taught SQC to Japanese QC people (1950)

10
W. Edwards Deming - 2

• Shares credit for PDCA PDSA cycle (shared with
  Shewhart)
• Honored by Deming Prize in his name by the Union
  of Japanese Scientists and Engineers (JUSE)
• Founded W.Edwards Deming Institute
• Emphasized systems thinking

11
W. Edwards Deming - 3

• 14 points based on
• Constancy of purpose
• Continual improvement
• Profound knowledge
• Appreciation for a system
• A theory of variation
• A theory of knowledge
• Psychology

12
Demings 14 Points

• Create a vision and show commitment
• Learn the new philosophy
• Understand inspection
• Stop decision making solely on cost
• Improve constantly
• Institute training
• Institute leadership

• Drive out fear
• Optimize team efforts
• Eliminate exhortations to workers
• Eliminate numerical quotas
• Remove barriers to workmanship pride
• Encourage self-improvement
• Take action

13
Demings Seven Deadly Diseases

• Lack of constancy of purpose.
• Emphasis on short-term profits.
• Performance evaluation.
• Mobility of management.
• Running a company on visible numbers only.
• Excessive medical costs.
• Excessive costs of warranty, fueled by lawyers
  that work on contingency fee.

14
Demings Other Obstacles

• Neglect of long-range planning.
• Relying on technology to solve problems.
• Seeking examples to follow rather than developing
  solutions.
• Excuses such as "Our problems are different".
• Others.

15
Joseph M. Juran 1(1904 - )

• Engineer by training
• Worked at Bell Labs with Walter Shewhart and
  other pioneers
• Lectured in Japan after WW II
• Authored/Edited Quality Control Handbook
• Conceived idea of Cost of Quality

16
Joseph M. Juran 2

• Quality Trilogy concept (see next slide)
• Quality planning
• Quality improvement
• Quality control
• Founded the Juran Institute
• Emphasized working within the system, not
  proposing a major cultural change

17
Jurans Quality Trilogy - 1

• Quality planning
• Identify who are the customers.
• Determine the needs of those customers.
• Translate those needs into our language.
• Develop a product that can respond to those
  needs.
• Optimize the product features so as to meet our
  needs and customer needs.

18
Jurans Quality Trilogy - 2

• Quality Improvement
• Develop a process which is able to produce the
  product.
• Optimize the process.
• Quality Control
• Prove that the process can produce the product
  under operating conditions with minimal
  inspection.
• Transfer the process to Operations

19
Armand Feigenbaum 1(???? - )

• Was Director of Worldwide Manufacturing
  Operations and Quality at General Electric
• Now President and CEO of General Systems Company
• Cost of nonconformance
• Coined Total Quality Control term
• 1st to describe 4 categories of cost of quality
• Authored Total Quality Control

20
Armand Feigenbaum - 2

• 40 steps in quality principles
• TQC is system for integration
• Standards, appraisal, corrective action
• Technological and human factors
• 4 categories of quality costs
• Control quality at the source

21
Philip Crosby (1926 2001)

• Worked his way up from line inspector
• Managed quality at Martin Marietta, ITT
• Founded PCA, PCA II)
• Originated Zero Defects concept
• Authored Quality is Free, Quality Without Tears,
  and other books (13 in all)
• Started Quality College (multiple sites)
• Company teams trained
• Emphasized behavioral change

22
Kaoru Ishikawa(1915 1989)

• Leader of the Japanese Quality Movement
• Started Quality Circles
• Developed Cause and effect fishbone or
  Ishikawa diagram
• Promoted statistical methods
• Recognized internal customer
• Conceived company wide quality control
  

23
Other Japanese Pioneers

• Genichi Taguchi (1924- )
• Emphasized variation reduction
• Taguchi loss function
• Exec. Director, American Supplier Inst.
• Shigeo Shingo (1909-1990)
• Not focused on quality but had significant impact
• Poka-Yoke
• Setup standardization, SMED
• Source inspection systems

24
Awards Prizes - 1

• Deming (Application) Prize
• Awarded by Japan (Union of Japanese Scientists
  and Engineers)
• First awarded in 1951
• Named after W. Edwards Deming (Quality pioneer)
• Most winners before 2001 were Japanese American
  winners Florida Power Light , ATT Power
  Systems
• Most winners since 2001 Indian, Thai

25
Awards Prizes - 2

• Baldrige Award
• Awarded by US Department of Commerce (National
  Institute of Standards and Technology)
• 1987 legislation
• Named after Malcolm Baldrige (American
  industrialist and former Secretary of Commerce)

26
Awards Prizes - 3

• Baldrige Award (contd)
• Original categories Manufacturing, Service,
  Small Business
• Education added in 2001
• Health care added in 2002
• Local winners
• Granite Rock (1992)
• Solectron Corp. (1991, 1997)

27
Awards Prizes - 4

• Presidents Quality Award PQA (US)
• European Foundation for Quality Management
  (Europe)
• National Quality Institute (Canada)
• Business Excellence Award (Australia)
• Etc., etc., etc.

28
Value of Awards Prizes

• Shows effort
• May largely be dependent on money spent
• Used in advertising (e.g., Cadillac 1990)
• Doesnt reflect customer view

29
Old ISO 9000 Standards

• ISO 9000 (series)
• ISO 9001(design, develop, produce, install,
  service)
• ISO 9002 (no design and development)
• ISO 9003 (final inspection and testing)
• ISO 9004 (QMS application guidelines)

30
ISO 90002000 Standards - 1

• ISO 9000 (QMS - Fundamentals and vocabulary)
• ISO 9001 (QMS - Requirements)
• ISO 9004 (QMS Guidance for performance
  improvement)
• ISO 19011 (Guidelines on Quality and/or
  Environmental Management Systems Auditing)

31
ISO 90002000 Standards - 2

• ISO 100051995 (Quality management Guidelines
  for quality plans)
• ISO 100061997 (Quality management Guidelines
  to quality in project management)
• ISO 100071995 (Quality management Guidelines
  for configuration management)
• ISO/DIS 10012 and 100121997 (Quality assurance
  requirements for measuring equipment)
• ISO 100141998 (Guidelines for managing the
  economics of quality)
• ISO 100151999 (Guidelines for training)

32
Automotive Industry

• QS-9000
• Common supplier quality standard
• Used by Ford, GM, Daimler-Chrysler
• Based on ISO 90011994
• ISO/TS 169491999
• Quality systems Automotive suppliers
  Particular requirements for the application of
  ISO 90011994

33
ISO Registration (Certification)

• Whats been good
• Focus on quality
• Demonstrates effort
• Whats been bad (mostly fixed in ISO 90002000
• Becomes mechanical
• Emphasizes conformance to documentation, not
  meeting QUALITY
• Doesnt include customer view

34
Six Sigma Quality - 1

• Latest popular approach to Quality
• Overall objective is to find and eliminate causes
  of defects in manufacturing ad service processes
• 6 standard deviations (6?) from the process
  mean 0.0003 defects
• Represents a goal

35
Six Sigma Quality - 2

• Concept developed at Motorola by Bill Smith
• Best in class General Electric
• Certification from ASQ on processes to
  support Six Sigma
• Many consulting and training firms on how to
  implement Six Sigma

36
Six Sigma at GE

• The central idea behind Six Sigma is that if you
  can measure how many defects you have in a
  process, you can systematically figure out how to
  eliminate them and get as close to zero defects
  as possible.
• Making Customers Feel Six Sigma Quality

37
Quality Today

• Reflects a blend of concepts and contributions
  from the pioneers (gurus)
• Stresses organization-wide TQM
• Emphasizes the role of the front-line worker
  (authority and responsibility)
• Seeks to recognize achievement through prizes and
  certification