MEM 650 Agenda - Week 4

Administrative
Lecture/discussion

Week 5 Assignments

Chapter 1 Organizing for Quality

Chapter 2 Quality Advocates

Individual desk-side
presentations
Quality advocates
Demings 14 points

Homework:

Chapter 2 - 3, 7, 12

Quality Advocates

Read chapter 3

Quality Advocates
Chapter Two

Quality Advocates

Quality Advocates

U.S. Quality Innovators

Walter Shewhart (1920s -1940s)
W. Edwards Deming (post WWII through 1980s)
Joseph M. Juran (consultant post WWII through
1980s)
Philip Crosby (1980s)
Japanese Quality Innovators:
Kaoru Ishikawa (post WWII - 1980s)
Genichi Taguchi (1960s - 1980s)
Quality Advocates

Walter A Shewhart

Pioneer of modern quality control

recognized the need to separate variation into assignable and
unassignable causes (defined in control.)
founder of the control chart (e.g. X-bar and R chart).
originator of the plan-do-check-act cycle.
perhaps the first to successfully integrate statistics,
engineering, and economics.
defined quality in terms of objective and subjective quality
objective quality: quality of a thing independent of people.
subjective quality: quality is relative to how people perceive it.
(value)

Quality Advocates

W. Edwards Deming
Studied under Shewhart at Bell Laboratories
Contributions: well known for helping Japanese companies apply
Shewharts statistical process control.
Main contribution is his Fourteen Points to Quality
create constancy of purpose.
cease dependence on inspection to improve quality
drive out fear and build employee trust.
seek long-term supplier relationship
eliminate numerical goals; substitute leadership (abolish
annual rating or merit system).
eliminate slogans, exhortations, and work-force targets
Quality Advocates

The Deming Chain Reaction

Costs Decrease:
Improve
Quality

Stay in
Business

(Less rework,
fewer mistakes,
less scrap)

Provide Jobs
and
More Jobs

Quality Advocates

Productivity
Improves

Achieve Greater
Market Share
(higher quality
products at less cost)

Joseph M. Juran

Contributions
also well-known for helping improve
Japanese quality.
directed most of his work at executives
and the field of quality management.
- developed the Juran Triology for
managing quality:

Quality planning, quality control, and quality

improvement.
Quality Advocates

Juran
Quality Planning

Quality Control

Cost of Poor Quality

40

20

0
Time

Quality Advocates

Feigenbaum

Developed the concept of Total Quality

Control.

System for managing the entire value-chain

connecting supplier to customer.

If you want to find out about your quality,

go out and ask your customer.
Quality control staff = Facilitators.

Quality Advocates

Philip Crosby

Quality management advocate,

consultant, and author

Quality is Free

The four absolutes of quality including:

#1- quality is defined by conformance to requirements, not

goodness.
#2 - system for causing quality is prevention not appraisal.
#3 - performance standard is zero defects, not thats close
enough.
#4 - measurement of quality is the price of nonconformance,
not indexes.
Quality Advocates

Cost of Conformance

Crosby

Prevention

Low

Quality
Quality Advocates

High

Kaoru Ishikawa

Contributions

Developed concept of true and substitute quality characteristics

true characteristics are the customers view
substitute characteristics are the producers view
degree of match between true and substitute ultimately
determines customer satisfaction.
Advocate of the use of the 7 tools (e.g., cause-and-effect diagram)
Advanced the use of quality circles (worker quality teams).
Respect for humanity as a management philosophy - full
participation.
Cross-functional management.

Quality Advocates

Genichi Taguchi

Contributions:
Taguchi methods emphasize consistency of
performance and reduced variation
Quality loss function (deviation from target is a
loss to society).
Parameter design (robust engineering) which is
an application of Design of Experiments.

Identify key variables

Reduce variation on the important variables
Open up tolerances on unimportant variables
Quality Advocates

Loss

Taguchi

Lower
specification
limit

Target

Quality Advocates

Upper
specification
limit