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Evolution of QualityManagement
1924 -Statistical process control charts
1930 -Tables for acceptance sampling
1940s -Statistical sampling techniques1950s -Quality assurance/TQC
1960s -Zero defects
1970s -Quality assurance in service
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The Quality Gurus
Walter Shewhart Father of statisticalquality control
W. Edwards Deming Joseph M. Juran
Armand Feignbaum
Philip B. Crosby
Kaoru Ishikawa
Genichi Taguchi
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Some History of Quality: DuringWWII
1920s, Physicist W.Shewhart of Bell labs studiedvariation in the production processes for the firstgreat US national telephone network.
Statistical control (Shewhart) charts
1940s, NYU stat professor W.E.Deming editsShewharts book
Demings 14 points
Plan-Do-Study-Act (PDSA) cycle
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Some History of Quality: PostWWII
US industry disregards quality. Deming and Juran(actually a body of Shewhart, Dodge and Romig in1926) make an exodus to Japan to preach: Quality
1. will be the basis for future competition2. and productivity are positively correlated
3. belongs to the upper management
4. best achieved with Deming wheel =continuousimprovement
1960s, A. Feigenbaums unified and integrated view ofquality also resonate in Japan rather than US.
Total Quality - Control
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Some History of Quality: About70s
1960s, P.B.Crosby goes to extreme zero defects
do it right the first time becomes a strongtenet of JIT
K.Ishikawa introduces cause-effect (fishbone)diagrams
G.Taguchi introduces his quality cost function Quadratic penalty for variations fromstandards
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Total - Made up of the whole
Quality - degree of excellence a product or
service provides
Management - Act, art or manner of planning,controlling, directing,.
Therefore, TQM is the art of managing theTherefore, TQM is the art of managing the
whole to achieve excellencewhole to achieve excellence.
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TQM is a philosophy that involves everyone in an organization in a continual effortto improve quality and achieve customer satisfaction.
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Whats the goal of TQM?Whats the goal of TQM?
Do the right thingsDo the right things rightright thethefirst time,first time, every timeevery time..
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The TQM Approach
Find out what the customer wants
Design a product or service that meets or
exceeds customer wantsDesign processes that facilitates doing the job
right the first time
Keep track of results
Extend these concepts to suppliers
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Elements of TQM
Continual improvement
Competitive benchmarking
Employee empowerment
Team approach
Decisions based on facts
Knowledge of tools
Supplier quality
Quality at the source: The philosophy of makingeach worker responsible for the quality of his or
Suppliers
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Obstacles to ImplementingTQM
Lack of:
Company-wide definition of quality
Strategic plan for change Resistance to a change
Customer focus
Real employee empowerment
Strong motivation Time to devote to quality initiatives
Leadership
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and Continuous
Improvement TQM is the management process used to
make continuous improvements to allfunctions.
TQM represents an ongoing, continuouscommitment to improvement.
The foundation of total quality is a
management philosophy that supportsmeeting customer requirements throughcontinuous improvement.
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Continuous Improvementversus Traditional Approach
Market-share focus
Individuals
Focus on who andwhy
Short-term focus
Status quo focus
Product focusInnovation
Customer focus
Cross-functional teams
Focus on what andhow
Long-term focus
Continuous
improvementProcess improvement
focus
Incrementalimprovements
Traditional Approach Continuous Improvement
