Copyright 2005 – Biz/ed Production and Quality 3

Copyright 2005 – Biz/ed More on Quality The Production and Quality 2 Presentation looked at the work of Juran and Crosby, two of the main theorists behind TQM We need to note the contribution made by another key thinker: W. Edwards Deming

Copyright 2005 – Biz/ed Who was Deming? Much over-looked in his native USA Deming helped Japanese firms in the 1950s He inspired many other management thinkers

Copyright 2005 – Biz/ed Deming’s 14 Points We don’t need to know them all, but some are worth reading from a ‘quality’ perspective: Don’t rely on mass inspection to achieve quality. Cut inspection by building quality into the product in the first place. Point 3 Get rid of work standards (quotas) on the factory floor; Encourage leadership rather than management by numbers. Point 11

Copyright 2005 – Biz/ed Deming’s 14 Points And finally…. Cut out slogans and targets asking for zero defects and higher productivity. These only cause bitterness, as most of the reasons for low quality and low productivity are to do with the system, not the fault of the workforce. Point 10

Copyright 2005 – Biz/ed National and International Standards Bodies that exist to promote quality: International Standards Organisation (ISO) issues global standards, including ISO 9000 British Standards Institution (BSI) sets quality standards for British industry British Toy and Hobby Association (for example, covering a trade or set of markets)

Copyright 2005 – Biz/ed ISO 9000 Benefits Businesses, can base their activities (products and services offered) on requirements that are accepted widely across the globe As these standards have a worldwide acceptance, consumers are served with an increasingly wide choice of products and services Technology becomes compatible across most business organisations

Copyright 2005 – Biz/ed ISO 9000 Benefits A wider choice of suppliers meeting ISO Standards means greater competition which benefits consumers Greater understanding of what’s required to compete globally gives developing countries the information they need to decide what to produce We all benefit from wider use of international standards as the transport systems, machines and tools we use (for example) become safer

Copyright 2005 – Biz/ed Summary of ISO 9000 Benefits Controls quality Saves money Makes for satisfied customers Is widely used globally All types of organisation covered All sectors and markets included