Quality Management & Assurance

Quality Gurus

------------------------------------------------------------------------------------------------------Quality Management Gurus Philip Crosby Philip Crosby was born 18th June 1926. He studied management theory and came up with the Zero Defects methodology, to reduce quality costs with regards rejection rate and scrap costs. His philosophy was to that quality is achieved only when conformance to requirements is reached. For this purpose, he states that it is necessary to translate quality requirements into measurable product or service characteristics, example the length of a product can be measured, while for service, the response time to get a pizza ready over the customer table. In essence of translation of quality requirements, this could mean requirements may not be clear and unambiguously stated, and its outcome may not be to the satisfaction of the customer, so it cannot be determined whether the requirement has been satisfied until it reaches the customer. Philip Cosby died on 18th August 2001. One of Crosbys main contributions to quality was his four absolutes of quality management that provide approach into his quality philosophy. The following is a summary of his four absolutes. 1. Quality has to be defined as conformance to requirements Management to establish requirements Management to supply the resources Management to encourage and help employees to get the job done. Do it right the first time 2. Quality system must assure prevention not appraisal The first step to defect and error prevention is to understand the process/es of product realization Upon detecting an error, elimination is top priority. Prevention is a knowledge issue for quality-focused workers. 3. The aim must be zero defect The standard performance of Do it right first time is zero defect Zero defect performance standard of everyone in the organization, from senior management down to operators 4. Measurement of quality should be the cost of non-conformity Financial figures can only trigger management to have an insight of what and why things are NOT done right first time.

Since his belief was that an organization will have so much cost savings when embarking on a quality costs reduction, then the costs saved, will be more than the costs of the program itself, Deming published a book named Quality is Free. Built on these four absolutes of quality management, Crosbys created the 14-step road map for quality improvement ------------------------------------------------------------------------------------------------------Page 1 of 5

Quality Management & Assurance

Quality Gurus

------------------------------------------------------------------------------------------------------1. Management commitment Senior management must make it clear with visible signals that there is top level committed to quality. 2. Quality Improvement teams Set up quality improvement teams with senior representatives from each department to demonstrate high-level commitment. 3. Quality Measurement Measure processes to determine where the vital few creating most and potential quality problems. 4. Cost of Quality Evaluate the cost of quality. 5. Quality Awareness Educate on quality awareness and encourage personal concern from every employee. 6. Corrective Action Ensure that a system is in place for analyzing defects from each process and apply simple cause-and-effect analysis to prevent recurrence. 7. Zero defect planning Establish a team to look for business activities where a zero defect should be applied. 8. Supervisor planning Educate and train production leaders on their roles, responsibilities and their active input in the quality improvement process. 9. Zero defect day Hold a Zero Defects Day to show everyone in the organization that there has been a radical but positive change. 10. Goal setting Encourage employees to establish improvement goals for themselves and their teams. 11. Error cause removal Encourage individuals to communicate to management the obstacles they face in attaining their improvement goals. 12. Employee Recognition Recognize and appreciate individual and team efforts for quality improvement. 13. Quality Councils Establish Quality Improvement teams to discuss quality matters on a regular basis. 14. Repeat the cycle of improvement Do it all over again and emphasize that the quality improvement is a never ending process.

Edwards Deming ------------------------------------------------------------------------------------------------------Page 2 of 5

Quality Management & Assurance

Quality Gurus

------------------------------------------------------------------------------------------------------Deming, who focused on the use of statistical process control, was born in 14th October 1900. Alike Juran, Deming was best known for his work in Japan. In 1921, Deming received a BSc in electrical engineering from the University of Wyoming at Laramie and in 1928 he also received a Ph.D. from Yale University. In 1950, JUSE's (Japanese Union of Scientist and Engineers) board of directors established the Deming Prize to repay him for his friendship and kindness. In 1960, Nobusuke Kishi, the Prime Minister of Japan awarded Deming, Japans Order of the Sacred Treasure, Second Class. President Reagan awarded the National Medal of Technology to Deming in 1987. He received in 1988 the Distinguished Career in Science award from the National Academy of Sciences. In 1993, Deming founded the W. Edwards Deming Institute in Washington, D.C. Deming was inspired by the concepts of statistical control by Walter Shewhart. This quality tool and its associated control charts were his teachings to statistically control both the common and special causes variation in mass production. Deming died on the 20th December1993. Deming created fourteen key principles to management for transforming business effectiveness; 1. Create a constancy of purpose towards improvement of product or service Long term targets Clear policies Investments 2. Adopt the new philosophy of quality Innovation Competitiveness 3. Cease dependence on mass inspection Product and process quality should be built at the design and development stage 4. Do not award business based on price tag alone Partnership with suppliers and sub-contractors 5. Improve constantly the system of production and service Prevention mentality Data collection 6. Institute training Training and follow-ups Induction programmes 7. Adopt and institute leadership Supportive, encouraging and counselling team leaders 8. Drive out fear of knowledge Joint venture between employees and management Suggestion scheme programme ------------------------------------------------------------------------------------------------------Page 3 of 5

Quality Management & Assurance

Quality Gurus

------------------------------------------------------------------------------------------------------9. Break barriers among staff areas Cross-functional teams Collective performance discipline 10. Eliminate slogans, exhortations and targets Methods how to achieve Provision to change the system 11. Eliminate numerical quotas Focus on quality 12. Remove barriers Pride in workmanship 13. Institute a program of education and self improvement Continuous training on for new product or developments or techniques 14. Take action to accomplish the transformation Senior management everyday involvement for quality and productivity

Joseph Juran Joseph Moses Juran has led a life of success and accomplishments. Using his intelligence and dedication Juran transformed himself from a poor Romanian immigrant into a world renowned quality control expert. He was born in Braila in Romania on 24th December 1904. Juran has been called the father of quality, a quality guru and the man who created quality culture in Japan. He revolutionized the philosophy on quality management and in a way worked to help to outline Japans economy into an industrial leader. In 1924 Joseph graduated from the University of Minnesota with a B.S. in Electrical Engineering. He soon started working with Western Electric, where he was employed in the quality inspection section. It is at this moment in time where he began to experiment in quality management. He then applied his teachings on quality to organizations in western world, like Rank Xerox. Japanese Emperor Hirohito recognized Jurans contribution to the development of Japans quality control and was awarded the highest award that can be given to a non-Japanese person, the Order of the Sacred Treasure. In 1979, Juran founded the Juran Institute. In 1986 Juran helped with the creation of the Malcolm Baldrige National Quality Award. In 2004, Juran was awarded an honorary doctor from the University of Lulea in Sweden. One of Jurans most influential books is the Quality Control Handbook, which its first edition was published in 1951. Today there is its 6th edition which means his authority on quality is still recognized and influential. Juran teachings focused on managing for quality. ------------------------------------------------------------------------------------------------------Page 4 of 5

Quality Management & Assurance

Quality Gurus

------------------------------------------------------------------------------------------------------Juran died on 28th February 2008.

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