MEM 650 Agenda - Week 4
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Administrative
Lecture/discussion
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Week 5 Assignments
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Chapter 1 Organizing for Quality
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Chapter 2 Quality Advocates
• Individual desk-side
presentations
• Quality advocates
• Deming’s “14 points”
Homework:
Chapter 2 - 3, 7, 12
•
Quality Advocates
Read chapter 3
Quality Advocates
Chapter Two
Quality Advocates
Quality Advocates
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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
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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
Shewhart’s 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
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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
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Developed the concept of Total Quality
Control.
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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
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Quality management advocate,
consultant, and author
•
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Quality is Free
The four absolutes of quality including:
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#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 “that’s 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
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Contributions
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Developed concept of true and substitute quality characteristics
• true characteristics are the customer’s view
• substitute characteristics are the producer’s 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
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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.
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•
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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