Quality and Operations
Management
“Guiding Philosophies of
Deming, Juran, and Crosby”
Deming
• “Basic cause of sickness …failure of top
management to manage.”
• Focus on longer term goals and metrics
• Commitment to innovation and continuous
improvement
• Management (and/or the system) is responsible for
85% of the variation (or problems)
• Management focus on common causes, individual
focus on special causes
• Strong bias for the use of SPC
Deming’s 14 Points
• Create constancy of purpose
• Adopt the new philosophy
• Cease dependence on mass
inspection
• End the practice of awarding
business on price alone
• Constantly improve the system
of production and service
• Institute modern methods for
OJT
• Institute modern supervision
methods
• Drive out fear
• Break down barriers
• Eliminate workforce numerical
goals
• Eliminate work standards and
numerical quotas
• Remove barriers that hinder
workers
• Institute vigorous training
programs
• Create management structure to
push the other 13 points
Juran
• Fitness for use
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quality of design
quality of conformance
availability
safety
field use
• Practical goals, realistic and achievable tolerances
– not zero defects
• Cost of quality analysis to recognize economically
viable targets
Juran
Total Product Life Cycle Quality
– product planning and
analysis
– design
– process development
– vendor selection and
relationships
– materials management
– production planning
– manufacturing
• process control
• inspection and test
• audits
– distribution
– customer service
– field service
– warranty and repair
– end of life disposal
Juran
• Cost of Quality
prevention
appraisal
internal failure costs
external failure costs
• Emphasis on separating the critical few from the
trivial many
– Pareto
• Achieve ‘breakthrough’ success
– 80% of problems were under management control
• Execute control and feedback system
• Perform annual quality reviews
Juran’s Breakthrough System
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Change attitudes to achieve breakthrough
Identify the few critical projects
Organize for breakthrough in knowledge
Conduct analysis
Overcome resistance to change
Institute change
Institute controls
Crosby
• Quality is conformance to requirements
• Message targetted to top management
– Crosby College for top executives only
– Change management’s acceptance of defects
– ‘Quality is free’
• Management maturation grid
• Exhortations to workforce
– ‘Do it right the first time’
– Zero Defect Day celebrations
– Pledge cards
Crosby’s 14 Points
• Management commitment
• Quality improvement
teams
• Quality measurements
• Cost of Quality
evaluations
• Quality awareness
• Corrective action
programs
• Zero defects planning
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Supervisor training
Zero Defects Day
Goal setting
Error cause removal
process
• Recognition
• Quality councils
• Do it all over again