Quality Presentation
Quality Presentation
Quality Presentation
Dr Joseph Juran
quality_management_history.pdf
..\1947.docx
Partnering
Learning systems
Adaptability and speed of change
Environmental sustainability
Globalization
Knowledge focus
Customization and differentiation
Shifting demographics
Definitions of Quality
Transcendent definition: excellence
Product-based definition: product
attributes/capabilities
User-based definition: fitness for intended use
Value-based definition: quality vs. price
Manufacturing-based definition: conformance to
specifications
Evolution
Earliest (On the eighth day of May [1382]) documented
evidence of quality concern
A merchant named John Welburgham of Canterbury was fined
six pence for selling two cooked fishes that were rotten and
stinking and unwholesome. The fined was imposed by the
Mayor of the town against the complaint by six citizens of the
town.
Biggest reason for concern for quality: scarcity of resources.
Food production/productivity was less and starvation was a real
possibility. Consumer goods, being handcrafted, were
extremely expensive.
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Evolution
Cost of thirteen quires of paper(was) six shillings and
eight pence, as against a penny for ten eggs.
Hence one bad quire of paper meant considerable loss.
Imagine the plight of the merchant if the whole consignment
was found lacking in quality!
Even today quality is equally important.
Loss of quality is invariably borne by the consumer, as the real
costs of a quality failure are often out of proportion to the
value of defective item.
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First peer
reviewed
journal
1665
What is Quality
Doing the right thing right, right away
W. Edwards Deming, 1982
a measure of goodness that relates to the
intended use of a product and the
expectations customers have concerning
this product
Barkman, 1989
History of Quality
India
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History of Quality
Industrial Revolution changed this basic concept to
interchangeable parts. Likes of Thomas Jefferson and F. W.
Taylor (scientific management fame) emphasized on
production efficiency and decomposed jobs into smaller work
tasks. Holistic nature of manufacturing rejected!
First recorded deviation from this production system was tried
by French gunsmith Honore Le Blanc (Eighteenth century)
he developed interchangeable parts for manufacturing muskets
to a standard pattern.
Thomas Jefferson brought this technology to US.
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History of Quality
Early twentieth century saw F.W. Taylors scientific
management philosophy applied to production processes.
Under this, the work was split into small `jobs and workforce
was trained to be master of those jobs.
Manufacturers were able to ship good parts, but at a very high
cost.
Defects were present, but were removed via inspection.
Birth of separate quality control department.
Assigning the responsibility for quality to inspection
department, the upper management focused instead on
quantity and efficiency.
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History of Quality
Statistical approaches to quality control started at Western
Electric with the separation of inspection division. Pioneers
like Walter Shewhart, George Edwards, W. Edwards Deming
and Joseph M. Juran were all employees of Western Electric.
During the Second World War, US military started using
statistical sampling and imposed stringent standards on
suppliers.
Tie-up between US War Production Board and Bell Labs.
Importance for statistical quality control rose and gradually
adopted throughout the manufacturing industry.
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History of Quality
Post-war period saw a massive shortage of consumer goods in
US and the emphasis shifted from quality to quantity. Quality
remained the area for the specialist, and managers started
thinking about productivity, efficiency.
After World War II, under General MacArthur's Japan
rebuilding plan, Deming and Juran went to Japan.
Deming and Juran introduced statistical quality control theory
to Japanese industry.
The difference between approaches to quality in USA and
Japan: Deming and Juran were able to convince the top
managers the importance of quality.
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History of Quality
World realizes the importance of quality - ISO standards
Created by International Organization for Standardization
(IOS) which was created in 1946 to standardize quality
requirement within the European market.
IOS initially composed of representatives from 91 countries:
probably most wide base for quality standards.
Adopted a series of written quality standards in 1987 (first
revised in 1994, and more recently (and significantly) in
2000).
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History of Quality
.summing up
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History of Quality
Top managers in USA focused on marketing, production
quantity and financial performance, Japanese managers
improved quality to an unprecedented level.
Market started preferring Japanese products and American
companies suffered immensely.
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History of Quality
The western world woke up to the quality revolution 1986
Challenger exploded killing all seven astronauts made
everyone aware of the importance of quality.
Ford Motor Company consulted Dr. Deming to help transform
its operations.
(By then, 80-year-old Deming was virtually unknown in USA.
Whereas Japanese government had instituted The Deming
Prize for Quality in 1950.)
The Xerox story - Leadership Through Quality.
1980 NBC telecast of a special program If Japan canwhy
cant we?
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History of Quality
Malcolm Baldrige award institutionalized in 1987 by US
government.
Managers started to realize that quality of management is
more important than management of quality. Birth of the
term Total Quality Management (TQM).
Florida Power and Light the first non-Japanese company to be
awarded Deming prize in 1989.
Early 1990s: Quality management principles started finding
their way in service industry. FedEx, The Ritz-Carton Hotel
Company were the quality leaders.
TQM recognized worldwide: Countries like Korea, India,
Spain and Brazil are mounting efforts to increase quality
awareness.
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TQM TIMELINE
1920s: Some of the first seeds of quality management were planted
as the principles of scientific management swept through U.S.
industry.
1950s:
W. Edwards Deming taught methods for statistical analysis and
control of quality to Japanese engineers & executives
Joseph M. Juran taught the concepts of controlling quality and
managerial breakthrough
Armand V. Feigenbaums book Total Quality Control was published
Philip B. Crosbys promotion of zero defects paved the way for
quality improvement in many companies
Today:
TQM is the name for the philosophy of a broad and systemic
approach to managing organizational quality.
Quality standards such as the ISO 9000 Series
and quality award programs such as the Deming Prize and
the Malcolm Baldridge National Quality Awards specify principles
and processes that comprise TQM.
WALTER
SHEWHART
KAORU
ISHIKAWA
JOSEPH
JURAN
ARMAND F.
W.E. DEMING
PHILIP CROSBY
BENEFITS OF TQM
IMPROVE QUALITY
EMPLOYEE PARTICIPATION &
SATISFACTION
TEAMWORK & WORKING RELATIONSHIPS
PROFITABILITY & MARKET SHARE
PRODUCTIVITY
COMMUNICATION
OBSTACLES TO TQM
LACK OF MANAGEMENT COMMITMENT
LACK OF EMPLOYEE MOTIVATION
INABILITY TO CHANGE ORGANISATION
CULTURE
IMPROPER PLANNING
LACK OF CONTINUOUS TRAINING &
EDUCATION
INADEQUATE USE OF EMPOWERMENT &
TEAMWORK
TQM TODAY
Characterized differently by each company
that practices it
The primary philosophy
stage
Incorporate quality into the final product
GROWTH OF TQM
Japanese industries followed the path &
guidance of Joseph Juran & Edward Deming
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Future challenges
1.
2.
3.
4.
5.
6.
7.
8.
Partnerships
Learning systems
Adaptability and speed of change
Environmental sustainability
Globalization
Knowledge focus
Customization and differentiation
Shifting demographics.
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..\quality circle.pdf
PPSWP_QMSbeyondprod.pdf
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Quality Cerifications
ISO 9000
ISO 9001
ISO 9002
ISO 14000
ISO 14001
TS 16949
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