1. Quality Advocates 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

2. Quality Advocates Chapter Two

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 - 1980s)  Genichi Taguchi (1960s - 1980s)

4. Quality Advocates 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)

5. Quality Advocates 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

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

7. Quality Advocates 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.

8. Quality Advocates Juran Quality Planning Quality Control Time 0 Cost of Poor Quality 20 40

9. Quality Advocates 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.

10. Quality Advocates 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.

11. Quality Advocates Crosby Prevention Cost of Conformance Quality LowHigh

12. Quality Advocates 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.

13. Quality Advocates 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

14. Quality Advocates Taguchi Target LowerspecificationlimitUpperspecificationlimit Loss