Theoretical Basis of the Quality Movement Presented by Dr. Joan Burtner Certified Quality Engineer Associate Professor of Industrial Engineering and Industrial Management Mercer University

Quality Time Line (part 1) Late 1800’s Taylorism Scientific Management 1920’s Shewhart Statistical approach Process variation 1930’s Dodge and Romig Acceptance Sampling IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Quality Time Line (part 2) 1950’s Deming Top Management Responsibility Statistically-based approach to quality 1980’s US industrial leaders begin to embrace quality Deming and Taguchi Push quality upstream into engineering design 2000 and beyond Institutionalization of quality Global marketplace IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 1. Create constancy of purpose for the improvement of production or service  Improve the product or service. Plan for the future  Make a long-term commitment to quality  Strategies required to make profits in this quarter only are different from those needed to keep the company in business for the next 20 or 30 years IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 2. Adopt the new philosophy  New Philosophy: We cannot accept the levels of errors that could be tolerated in the past.  Only management is in the position to do something about the vast majority of errors. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 3. Cease dependence on mass inspection.  Instead, require statistical evidence that quality is built in. You can’t improve quality through inspection.  100% inspection is like planning for defects.  In some cases, final inspection may still be required. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 4. Improve the quality of incoming material .  End the practice of awarding business on the basis of price tag alone.  Reduce the number of suppliers. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 5. Improve constantly & forever the system of production & service.  Continual reduction of waste  Continual improvement of quality  Work on the process instead of the product. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 6. Institute modern methods of training.  Company supported  Training management about the company, training about the customer’s needs, proper training for job. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 7. Adopt and institute leadership.  Supervisor’s job should be to coach workers, assist them in solving problems, not meeting quotas.  Management must take immediate action on problems of defective parts, lack of maintenance on machines, etc. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 8. Drive Out Fear  Eliminate fear in the workplace  Fear will disappear as management improves and as employees develop confidence in management. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 9. Break down barriers between staff areas.  Eliminate the “Over the wall” mentality.  Coordinated effort, teamwork, teams of people in design, engineering, production, & sales. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 10. Eliminate slogans, exhortations, and targets for the workforce.  Need road map to improvement, better materials & equipment .  The only goals that make sense are internal goals. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 11. Eliminate numerical quotas  Deming gives no grades.  Eliminate work standards a) Impossible for some, too easy for others, no clues for how to improve b) Replace with leadership.  The only permissible number is a plain statement of fact for survival. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 12. Remove barriers to pride in workmanship.  Involve employees at all levels in the improvement process.  Supply workers with the proper tools, methods, materials. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 13. Encourage education and self-improvement for everyone.  Educated people learn new things more easily, are more easily trained for new job.  People, like the process, should be continuously improving. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Deming’s Fourteen Points 14. Take action to accomplish the transformation.  Create a management structure that supports these principles. IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering

Dr. Joan Burtner, Associate Professor of Industrial Engineering Contact Information Email: Burtner_J@Mercer.edu US Mail: Mercer University School of Engineering 1400 Coleman Avenue Macon, GA Phone: (478) 301- 4127 IDM 355 Fall 2008 Dr. Joan Burtner, Associate Professor of Industrial Engineering