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Management
Gurus
LECTURE -2
Quality Gurus
1. W. Edwards Deming
2. Joseph M. Juran
3. Philip B. Crosby
4. Armand V. Feigenbaum
5. Kaoru Ishikawa
6. David A. Garvin
7. Shingo
8. Genichi Taguchii
Who is guru?
A Guru is a spiritual guide who is
considered to have attained complete
insight.”
A guru is a good person, a wise person
and teacher.
A quality guru should be all of these,
plus have a concept and approach to
quality within business that has made a
major and lasting impact.
Three groups of gurus
W. Edwards Deming
• Dr. W. Edwards Deming is known as the father of the
Japanese post-war industrial revival and was regarded
by many as the leading quality guru in the United
States. He passed on in 1993.
W. Edwards Deming
Deming is best known for his management philosophy
,establishing quality , productivity and competitive
position .
• Deming focus on 5 ideas :
1. Statistical process controlling (SPC)
2. Deming philosophy
3. Deming 14 points
4. Deming Cycle (for continuous improvements)
5. Seven deadly diseases of quality
Deming
1. Statistical process controlling: it’s a process which
aims at achieving good quality during manufacture
through prevention rather than detection .
• It is concerned with controlling the process (machine)
which make the product through inspecting the
machine rather than the product itself.
• SPC will answer questios by discovering and
analyzing items loke :-
Deming
1. Common causes : which inherent to the process as
Machine fails
2. Special causes : Not inherent to the process and
should be defined such as poor performance
3. Natural Variation: producing certain amount of
defects
4. Significantly different variation: Discovering
exactly where it is by management.
Note. Deming said :
*80% depends on management
*20% depends on employee
Deming
2. Deming Philosophy : The quality and the productivity
increases when the process fluctuation Decreases
Deming : 14 Points
6. Institute training.
7. Teach and institute leadership.
8. Drive out fear, create trust, and
create a climate of innovation.
9. Optimize the use of teams,
groups and staff areas.
10. Eliminate exhortations for the
workforce.
Deming : 14 Points
1. Quality definition
2. Breakthrough concept
3. Internal customer
4. Quality Trilogy
5. Pareto analysis
6. Cost of quality
7. Quality council
Joseph Juran
1. Quality definition : ( Fitness of purpose)
Quality planning :
determine the organization internal and external
customers
determine customer needs , requirements and
expectations
design the product to achieve customer satisfaction
prepare a design to achieve a good quality
Quality controlling :
determine variation and make decisions
measure performance and results
compare the results with the stated objectives .
Quality improvements :
define quality goals
train the workers
develop a problem solving statement
Philip Crosby
* Known as The Fun Uncle of the Quality Revolution.
*He popularized the idea of the "cost of poor quality", that
is, figuring out how much it really costs to do things
badly
Crosby defined quality as a conformity to certain
specifications.
• Organizational Commitment
David A. Garvin
David A. Garvin is the Professor of Business
Administration at the Harvard Business
School.
"If quality is to be managed, it
must first be understood."
So he studied one industry which was
active in both the United States and Japan -
- the room air conditioning industry --
analyzing the products to determine which
plants in which country were turning out the
highest quality.
Then he analyzed every step of the
manufacturing process, to find the
differences that made the difference.
His findings were :
the way the factory dealt with
layoffs and seniority, and the length
of production runs made a big
difference.
Gavin’s eight dimensions of
quality
Performance: Main operating
characteristics such as power, sound,
speed etc.
Features: The extras that supplement the
main characteristics
Reliability: How often it breaks down
Conformance: How close it is to the
design specification or service to the
customers experience.
The eight dimensions of quality
Durability: Length of life, toughness in
use, service frequency etc.
Serviceability: Ease, cost and friendliness
of service.
Aesthetics: Appearance and impression.
Perceived quality: The feel, finish and
manner in which the customer is dealt
with.
Kaoru Ishikawa
Kaoru Ishikawa
Kaoru Ishikawa was a Japanese professor
and influential quality management
innovator best known in north America;
for the Ishikawa or cause and effect
diagram (also known as fishbone diagram)
that are used in the analysis of industrial
process.
Quality Contributions
User Friendly Quality Control
Fishbone Cause and Effect Diagram -
Ishikawa diagram
Implementation of Quality Circles
Emphasized the 'Internal Customer '
Shared Vision
Quality Contributions cont.
he was known for the use of the “seven basic tools of
quality”:
•Pareto analysis: which are the big problems?
•Cause and effect diagrams: what causes the problems?
•Stratification: how is the data made up?
•Check sheets: how often it occurs or is done?
•Histograms: what do overall variations look like?
•Scatter charts: what are the relationships between
factors?
•Process control charts: which variations to control and
how?
Ishikawa diagram
The Ishikawa diagram (or fishbone diagram
or also cause-and-effect diagram) are
diagrams, that shows the causes of a
certain event.
A common use of the Ishikawa diagram is
in product design.
Also it reveals key relationships among
various variables,
Categories of causes
The 6 M's
Machine, Method, Materials, Maintenance, Man and
Mother Nature (Environment) (recommended for the
manufacturing industry .
The 8 P's
Price, Promotion, People, Processes, Place/Plant,
Policies, Procedures, and Product (or Service)
(recommended for the administration and service
industries) .
The 4 S's
Surroundings, Suppliers, Systems, Skills (recommended
for the service industry(
Shigeo Shingo
Shigeo Shingo
Shigeo Shingo, born in Saga City,
Japan, was a Japanese industrial
engineer who distinguished himself as
one of the world’s leading experts on
manufacturing practices and The
Toyota Production System.
Shingo is known far more in the West
than in Japan.
Shigeo Shingo is strongly associated with Just-in-
Time manufacturing, and was the inventor of :
1) The single minute exchange of die (SMED)
system, in which set up times are reduced
from hours to minutes, and
2) The Poka-Yoke (mistake proofing) system.
In Poka Yoke, defects are examined, the
production system stopped and immediate
feedback given so that the root causes of
the problem may be identified and
prevented from occurring again.
Shigeo Shingo
He distinguished between “errors”, which are
inevitable, and “defects”, which result when an
error reaches a customer,
the aim of Poka-Yoke is to stop errors becoming
defects.
Defects arise because errors are made and there
is a cause and effect relationship between the
two.
Poke-yoke
Zero quality control is the ideal
production system and this
requires both Poka-Yoke and
source inspections.
Gen'ichi Taguchi
Gen'ichi Taguchi
Gen'ichi Taguchi is an engineer and statistician.
Taguchi developed a methodology for applying
statistics to improve the quality of manufactured
goods.
Taguchi methods are valid extensions to the
body of knowledge.
Taguchi methodology
System design;
Parameter design; and
Tolerance design
System design
This is design at the conceptual level, involving
creativity and innovation.
Parameter design
Now, the nominal values of the various
dimensions and design parameters need to be
set.
This allows the parameters to be chosen so as to
minimize the effects on performance arising from
variation in manufacture, environment and
cumulative damage.
This is sometimes called robustification.
Tolerance design
Now, resources can be focused on
reducing and controlling variation in the
critical few dimensions
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