1. History of the Quality Movement
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Achieving Quality Through Continual Improvement
Claude W. Burrill / Johannes Ledolter
Published by John Wiley & Sons, Inc., 1999
Prepared by Dr. Tomi Wahlström,
University of Southern Colorado
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2. History of Quality
There are lessons to be learned from the experiences of the successful companies. The common factors are: Focusing on customer needs, upper management in charge of quality, training the entire hierarchy to manage for quality, and employee involvement - Joseph Juran, World War II and the Quality Movement
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3. Modern Quality Management
Bell Laboratories was the birthplace of modern quality management
Walter Shewhart: Process Oriented Quality Control
Both Deming and Juran worked for Bell
British Standards 600 established 1935
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4. World War II Large expansion in quality control activities
“One may even speculate that the second World War was won by quality control and by the utilization of modern statistics. Certain statistical methods researched and utilized by the allied powers were so effective that they were classified as military secrets until the surrender of Nazi Germany.” - Kaoru Ishikawa, What is Total Quality Control
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5. The Postwar period ASQC was established at 1946
Changed name to ASQ at 1997
After war the attitude was that American manufacturers could sell whatever they produced, so who needed quality
Joseph Juran deserves lot of credit:
“It is important that top management be quality-minded. In the absence of sincere manifestation of interest at the top, little will happen”
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6. The 1960’s
Baby boomers with increased incomes were not interested in quality
Only positive direction was the change of focus from the factory floor to the entire production process - Armand V. Feigenbaum, Total Quality Control: Engineering and Management
No focus on people like Japanese
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7. The 1970’s
Troubled time for US manufacturers due to Japanese increased success
Excuses: Japan depends of cheap labor, Japanese workers are exploited, there is something in their culture, Americans are lazy
Motorola and Whirlpool were good examples of poor quality
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8. The 1980’s Discovery of quality circles and Phil Crosby
Crosby’s book Quality is Free a huge success
Ishikawa brought the Japanese way of quality to US through his book What is Total Quality Control
Still, American managers still didn’t get the message
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9. Total Quality Management
Concept emerged during the 80’s from a variety of different sources
SEMATECH’s definition:
TQM is a holistic business management methodology that aligns the activities of all employees in an organization with the common focus of customer satisfaction through continuous improvement of all activities, goods and services
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10. Early TQM successes Nashua Xerox Motorola Intel Dayton-Hudson Corning
Hewlett-Packard
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11. The 1990’s First clear signs of the payoffs of TQM finally emerged
Small number of US companies raised the quality in a world class level
However, there were also problems
Hubble Space Telescope
“The Seal of the Navel Academy is hereunto affixed” - US Naval Academy diplomas
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12. World Trade
Growing importance of the world trade caused need for world wide quality standards and accelerated unification of Europe and development of third world countries
ISO 9000 standards were developed
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13. Five American Quality Leaders
Shewhart
Deming
Juran
Feigenbaum
Crosby
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14. Questions?
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15. Copyright© 1999 John Wiley & Sons Inc. All rights reserved.
Reproduction or translation of this work beyond that permitted in section 117 of the United States Copyright Act without the express written permission of the copyright owner is unlawful. Request for further information should be addressed to the permission department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages, caused by the use of these programs or from the use of the information contained herein.
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