1. MEM 650 Agenda - Week 4 Administrative Lecture/discussion
Chapter 1 Organizing for Quality
Chapter 2 Quality Advocates
Individual desk-side presentations
Quality advocates
Deming’s “14 points”
Week 5 Assignments
Homework:
Chapter 2 - 3, 7, 12
Read chapter 3
Quality Advocates

2. Quality Advocates
Chapter Two
Quality Advocates

3. Quality Advocates 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 s)
Genichi Taguchi (1960s s)
Quality Advocates

4. Walter A Shewhart 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

5. 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

6. The Deming Chain Reaction
Costs Decrease:
(Less rework,
fewer mistakes,
less scrap)
Improve
Quality
Productivity
Improves
Achieve Greater
Market Share
(higher quality
products at less cost)
Stay in Business
Provide Jobs and
More Jobs
Quality Advocates

7. Joseph M. Juran 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

8. Juran Quality Planning Quality Control 40 Cost of Poor Quality 20 Time
Time
Quality Advocates

9. Feigenbaum Developed the concept of Total Quality Control.
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

10. Philip Crosby Quality management advocate, consultant, and author
Quality is Free
The four absolutes of quality including:
#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

11. Crosby Prevention Cost of Conformance Low High Quality
Quality Advocates

12. Kaoru Ishikawa Contributions
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

13. Genichi Taguchi 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.
Identify key variables
Reduce variation on the important variables
Open up tolerances on unimportant variables
Quality Advocates

14. Taguchi Loss Lower specification limit Upper specification limit
11/11/2018
Taguchi
Loss
Avoid goalpost mentality.
Designing quality into the product (System design, parameter design, tolerance design).
Lower
specification
limit
Upper
specification
limit
Target
Quality Advocates