Quality: definitions
and some key gurus
MST326 lecture 1
11 January 2007
MATS326/gurus.ppt
Your lecturer for the module
 Dr John Summerscales
Reader in Composites Engineering
School of Engineering
Reynolds Room 008
 01752.23.2650
 jsummerscales@plymouth.ac.uk
 http://www.plym.ac.uk/staff/jsummerscales
11 January 2007
MATS326/gurus.ppt
Quality: definitions
(Concise Oxford Dictionary, 1979)
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degree of excellence
faculty, skill, accomplishment
high rank or social standing
(logic) being affirmative or negative
distinctive character (of sound, voice etc.)
concerned with maintenance of
high quality (quality control)
11 January 2007
MATS326/gurus.ppt
Quality: definition
(Bergman and Klefsjö, 1994)
“The quality of a product
(article or service)
is its ability to satisfy
the needs and expectations
of the customers”
11 January 2007
MATS326/gurus.ppt
Quality: definition
(ISO 8402/ISO 9000)
“Quality is the totality of
features and characteristics
of a product or service
that bear on its ability to
satisfy stated or implied needs”
11 January 2007
MATS326/gurus.ppt
Quality Gurus
• W Edwards Deming
• Joseph Juran
• Philip Crosby
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Shigeo Shingo
Kaoru Ishikawa
Yoshio Kondo
Taiichi Ohno
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MATS326/gurus.ppt
W Edwards Deming (1900-1993)
the key to quality: reducing variation
• Electrical Engineering,
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University of Wyoming, 1921
PhD, Yale University
Western Electric Hawthorne, Chicago
US census statistician, 1939/40
Teaching Shewhart methods, 1942
invited to Japan after the war ....
Quality, Productivity and Competitive Position, 1982
Out of the Crisis, 1986/88
British Deming Association, Salisbury
11 January 2007
MATS326/gurus.ppt
W Edwards Deming
• regarded by the Japanese as the chief
architect of their industrial success
• “all processes are vulnerable to loss of
quality through variation: if levels of
variation are managed, they can be
decreased and quality raised”
• quality is about people, not products
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MATS326/gurus.ppt
W Edwards Deming
• Core element is the “management circle”
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planning
do/implementation
check/study
action
PDCA (or PISA) cycle
• Continuous improvement (Kaizen)
• teamwork and competence in problem solving
11 January 2007
MATS326/gurus.ppt
W Edwards Deming
• “Out of the Crisis” is
“required reading for every chief
executive in British industry who is
serious about ensuring the international
competitiveness of his company”
Sir John Egan (Jaguar Cars)
in Director magazine, September 1988
11 January 2007
MATS326/gurus.ppt
W Edwards Deming
• Out of the Crisis (1984)
• having a satisfied customer is not enough
• profit in business comes from
• repeat customers
• customers that boast about your product and
service
• customers that bring friends with them
• necessary to anticipate customer needs
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MATS326/gurus.ppt
W Edwards Deming
fourteen points
1 create constancy of purpose
for continual improvement of products and service
2 adopt the new philosophy created in Japan
3 cease dependence on mass inspection
build quality into the product
4 end lowest tender contract:
require meaningful quality along with price
5 improve constantly and forever every process
for planning, production and service
11 January 2007
MATS326/gurus.ppt
W Edwards Deming
fourteen points
6 institute modern methods of training on the job
for all, including management
7 adopt and institute leadership
aimed at helping people do a better job
8 drive out fear
encourage effective two-way communication
9 break down barriers
between departments and staff areas
10 eliminate exhortations for the workforce
they only create adversarial relationships
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MATS326/gurus.ppt
W Edwards Deming
fourteen points
11 eliminate quotas and numerical targets
substitute aid and helpful leadership
12 remove barriers to pride of workmanship
including annual appraisals
and management by objectives
13 encourage education and self improvement
for everyone
14 define top management permanent commitment
to ever improving quality and productivity
and their obligation to implement all these principles
11 January 2007
MATS326/gurus.ppt
Joseph Juran (1904-2008)
company wide quality cannot be delegated
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Western Electric manufacturing, 1920s
AT&T manufacturing
Quality Control Handbook, 1951
Management of Quality courses
Juran on Planning for Quality, 1988
died aged 103 of natural causes
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MATS326/gurus.ppt
Joseph Juran
• structure CWQM concept:
Company-Wide Quality Management
• essential for senior managers to
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involve themselves
define the goals
assign responsibilities
measure progress
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MATS326/gurus.ppt
Joseph Juran
• empowerment of the workforce
• quality linked to
human relations and teamwork
• key elements
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identifying customers and their needs
creating measurements of quality
planning processes to meet quality goals
continuous improvements
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MATS326/gurus.ppt
Philip Crosby (1926-2001)
conformance to requirements
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Martin missiles
QM at ITT, then corporate VP
1979: Quality is Free
Philip Crosby Associates Inc.
1984: Quality without Tears
“Do It Right First Time”
“Zero Defects”
11 January 2007
MATS326/gurus.ppt
Philip Crosby
Four absolutes of quality management
• quality is defined as conformance to
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requirements, not as goodness or elegance
the system for creating quality is prevention,
not appraisal
the performance standard must be Zero
defects, not that’s close enough
the measurement of quality is the Price of
Nonconformance, not indices
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MATS326/gurus.ppt
Philip Crosby
• 1992: “Quality, meaning getting
everyone to do what they have agreed
to do and to do it right first time is the
skeletal structure of an organisation,
finance is the nourishment and
relationships are the soul”
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MATS326/gurus.ppt
Philip Crosby
• manufacturing companies spend around
20% of revenue doing things wrong,
then doing them over again
• service companies may spend 35% of
operating expenses in a similar way
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MATS326/gurus.ppt
Four Absolutes of Quality
Management (Crosby, 1979)
Cost of Quality classified as:
 Prevention costs
 Appraisal costs
 Failure costs
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Cost of Quality: prevention costs
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11 January 2007
design reviews
product qualification
drawing checking
engineering quality orientation
supplier evaluations
supplier quality seminars
specification review
process capability studies
tool control
operation training
quality orientation
acceptance planning
zero defects programme
Quality Audits
preventative maintenance
MATS326/gurus.ppt
Cost of Quality: appraisal costs
• prototype inspection and test
• production specification conformance
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analysis
supplier surveillance
receiving inspection and test
product acceptance
process control acceptance
packaging inspection
status measurement and reporting
MATS326/gurus.ppt
Cost of Quality: failure costs
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consumer affairs
redesign
engineering change order
purchasing change order
corrective action costs
rework
scrap
warranty
service after service
product liability
11 January 2007
MATS326/gurus.ppt
Shigeo Shingo (1909-1990)
Poka-Yoke: mistake-proofing
• 1930: ME degree from Yamanashi Tech
• Taipei Railway Factory, Taiwan
• consultant with Japan Management Assn
• 1955: training at Toyota Motor Company
• 1959: Institute of Management Improvement
• 1961-64: concept of Poka-Yoke
11 January 2007
MATS326/gurus.ppt
Shigeo Shingo
• Poka-Yoke: mistake-proofing
• identify errors before they become defects
• stop the process whenever a defect occurs,
define the source and prevent recurrence
• 1967: source inspection + improved PY
• prevented the worker from making errors
so that defects could not occur
• Zero Quality Control
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MATS326/gurus.ppt
Kaoru Ishikawa (1915-1989)
Pareto and cause-and-effect diagrams
• 1939: engineering. graduate
(Tokyo University)
• 1947: Assistant Professor
• 1955-60: Company-wide QC movement
• 1960: Professor (Tokyo University)
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MATS326/gurus.ppt
Kaoru Ishikawa
“quality does not only mean
the quality of the product,
but also of after sales service,
quality of management,
the company itself
and human life”
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MATS326/gurus.ppt
Kaoru Ishikawa (points 1-7 of 15)
• product quality is improved and becomes
uniform. Defects are reduced
• reliability of goods is improved
• cost is reduced
• quantity of production is increased,
rational production schedules are possible
• wasteful work and rework are reduced
• technique is established and improved
• inspection and testing costs are reduced
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Kaoru Ishikawa (points 8-15 of 15)
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rational contracts between vendor/vendee
sales market is enlarged
better relationships between departments
false data and reports are reduced
freer, more democratic discussions
smoother operation of meetings
more rational repairs and installation
improved human relations
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MATS326/gurus.ppt
Yoshio Kondo (b.1924)
motivation of employees is important
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1945: graduated from Kyoto University
1961: doctorate in engineering & Prof
1987 Emeritus Professor
1989: Human Motivation
- a key factor for management
• 1993: Companywide Quality Control
• leadership is central to implementation of TQM
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MATS326/gurus.ppt
Yoshio Kondo
• Human work should include:
• creativity
• the joy of thinking
• physical activity
• the joy of working with sweat on the forehead
• sociality
• the joy of sharing pleasure and pain with
colleagues
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MATS326/gurus.ppt
Yoshio Kondo
• Four points of action
to support motivation
• when giving work instruction,
clarify the true aims of the work
• see that people have a strong sense
of responsibility towards their work
• give time for the creation of ideas
• nurture ideas and bring them to fruition
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MATS326/gurus.ppt
Yoshio Kondo
• Leaders must have
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a dream (vision and shared goals)
strength of will and tenacity of purpose
ability to win the support of followers
ability to do more than their followers,
without interfering when they can do it alone
• successes
• ability to give the right advice
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Taiichi Ohno (1912-1990)
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graduated with mech eng degree from Nogoya
worked for the Toyoda Weaving Company
1939: Toyota Motor as machine shop manager
1988: Workplace Management ~ just-in-time
and Toyota Production System
(later known as Lean Manufacturing).
• regarded as the father of
Just-In-Time (JIT) at Toyota.
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Ohno: seven forms of waste
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overproduction
waiting
transportation
motion
inventory
defects
overprocessing
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