Today: Week 7, Lesson 13 Where do innovations come from? Quality Circle and Quality Control October 14, 1998 Dr. Vincent Duffy - IEEM SOSC Science Technology and Society

Overview for today n Quality Circles and Quality Control as innovation n Video: u Disney (5 minutes) u Toyota (8 minutes) u both are on reserve at media resources in library 2

Quality control at Disney n 2 way communication with the cast u belief: cast knows what the customers want u want repeat visitors, exceed service expectations u have pride in work/role/in what they are doing u empower employees -encourage to get involved u quality show, cast, business practices u quality circles, story boards, feedback to bosses 3

Quality control at Toyota n control the product through monitoring changes in the production line u avoid inspection at the end of the process u encourage employees to suggest improvements u innovations come from shop floor workers u learning by doing 4

Quality Control at UST n another factory? u takes partially processed raw materials u put through many processes over 3 years u usually QC every 15 weeks (evaluations) u if something goes wrong it is too late to correct u (except for those processed in future) u you can help provide QC and some innovations - new ideas u for the course and for the university u SOSC 111 QUALITY CIRCLES 5

Administrative n Q6 or Q16 If govt not motivated by profit… u a. technological momentum u b. secondary effects are hard to predict u c. assumptions must be made u d. all of the above u e. none of the above n Q17 or Q.10 Social Lag u a. all of my friends bought last year… I bought today u b. now that I bought a pager, my friends call me directly… u c. now that we had so many tech. Advances, we have more pollution too. u d. all of the above u e. none of the above n Friday, no class meeting

MC answers for exam 1 n Version 1 (blue) & 2 (gray) u 1c,2e,3e,4b,5d,6e,7b,8b,9b,10b,11b,12d,13e, 14b,15d,16d,17d n Version 3 (yellow) &4 (green) u 1b,2d,3e,4b,5d,6d,7d,8c,9e,10e,11b,12d,13e, 14b,15b,16b,17b n for all 3 sections (120 students) u average 84, s.d. 7, high scores 100, 97, 96