Gryna Chapters 13

1
Session I Gryna Chapters 1-3
2
A Brief History

• The Craft System
• Taylorism (Scientific Management)
• Statistical Quality Control
• Pearson, Shewhart, Dodge
• Human Relations School
• Mayo, Maslow, Simon, Herzberg, Likert
• The Japanese Revolution (1950)
• Ishikawa, Taguchi, Deming, Juran, Feigenbaum
• The USA Wakes Up (1980)
• Crosby
• 1990s Six Sigma
• The Need for Organizational Change

3
What is Quality?

• Freedom from Defects
• Quality Costs Less
• Affects Costs
• Presence of Features
• Quality Costs More
• Affects Revenue

4
Juran TrilogyPlanning, Control, Improvement
5
Juran TrilogyPlanning, Control, Improvement
Planning
Control
Control
Improvement
Sporadic Spike
Chronic Waste
Chronic Waste
6
Six Sigma Jargon DMAIC

• Define
• Measure
• Analyze
• Improve
• Control

7
Quality Costs

• Internal Failure
• External Failure
• Appraisal
• Prevention

8
Quality Improvement

• Aimed at creating a desirable change
• Two distinct journeys
• Diagnosis
• Remedy
• Project team approach
• Tools
• Process flow diagram
• Pareto analysis
• Cause-effect (Ishikawa, fishbone) diagram
• Statistical tools

9
Quality Improvement

• Identify problem
• Analyze symptoms
• Formulate theories
• Test theories - Identify root cause
• Identify remedy
• Address cultural resistance
• Establish control