14 step approach to quality improvement Seven Deadly Diseases that management Must cure Tools that help organizations understand their processes to improve them Juran’s basics for success
Philip Crosby (1928-2001)
Four absolutes of quality management
1.Quality means conformance to requirements (requirements are whatcustomer say they are)
2.Quality comes from prevention (not inspection or sorting)
3.The quality performance standard is zero defects.
4.Quality measurement is the price of nonconformance (sort of quality loss function)
14 step approach to quality improvement:
2.Quality Improvement Team
4.Cost of Quality
7.Zero Defect Planning
9.Zero Defect Day
11.Error Cause Removal
14.Do it All Over Again
Dr. W. Edward Deming (1900-1993)
14 points for managing the improvement of quality, productivity,and competitive position:
1.create constancy of purpose for improving products and services,
2.adopt the new philosophy,
3.cease dependence on inspection to achieve quality,
4.end the practice of awarding business on price alone; instead, minimize total cost by working with a single
5.improve constantly and forever every process for planning, production and service,
6.institute training on the job,
7.adopt and institute leadership,
8.drive out fear,
9.break down barriers between staff areas,
10.eliminate slogans, exhortations and targets for the workforce,
11.eliminate numerical quotas for the workforce and numerical goalsfor management,
12.remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system
13.institute a vigorous program of education and self-improvement for everyone and
14.put everybody in the company to work to accomplish the transformation
Seven Deadly Diseases that management Must cure
1.lack of constancy of purpose to plan a marketable product and service to keep the company in business and provide jobs
2.Emphasis on short term profit
3.Personal evaluation appraisal
4.Mobility of management: job hopping
5.Use of visible figures for management
6.Excessive medical costs
7.Excessive costs of warranty, fueled by lawyers that work on contingency fees
Dr. Kaoru Ishikawa (1915-1989)
•Quality begins with education and ends with education.
•The first step in quality is to know the requirements of the customer.
•The ideal state of quality control is when quality inspection isno longer necessary.
•Remove the root cause, not symptoms.
•Quality control is the responsibility of all workers and all divisions.
•Do not confuse means with objectives.
•Put quality first and set your sights on long-term objectives.
•Marketing is the entrance and exit of quality.
•Top management must not show anger when facts are presented to subordinates.
•Ninety-five percent of the problem in a company can be solved by seven tools of
•Data without dispersion information are false data. Seven tools of quality:
Tools that help organizations understand their processes to improve them. The tools are:
1. the cause and effect diagram, 2. check sheet, 3. control chart, 4. flowchart, 5. histogram, 6.Pareto chart , 7. scatter diagram
Dr. Joseph Juran(1904-) JuranTrilogy
Juran’s basics for success
•Top management must commit the time and resource for success
•Specific quality improvement goals must be in the business planand include:
•The means to measure quality results against goals
•A review of results against goals
•A reward for superior quality performance
•The responsibility for improvement must be assigned to individuals
•People must be trained for quality management and improvement
•The workforce must be empowered to participate in the improvement process
1.Evaluation of Quality : Quality Loss Function
2.Quality Through Design
By using Quality Function Deployment (QFD), S/N ratio, Design of Experiment 3. Online Quality Control