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William Edwards Deming was an American statistician, professor, author, lecturer, and consultant. He is perhaps best known for the "Plan-Do-CheckAct" cycle popularly named after him.
Joseph Moses Juran was a Romanian-born American management consultant and engineer. He is principally remembered as an evangelist for quality and quality management.
Crosby initiated the Zero Defects program at the Martin Company. As the quality control manager of the Pershing missile program, Crosby was credited with a 25 percent reduction in the overall rejection rate and a 30 percent reduction in scrap costs.
Theory of Knowledge a branch of philosophy concerned with the nature and scope of knowledge
Management decisions should be driven by facts, data, and justifiable theories, not solely by opinions.
Psychology helps us to understand people, interactions between people and circumstances, interactions between leaders and employees, and the drivers of behavior.
JURAN PHILOSOPHY
Joseph M. Juran wrote, edited, and published one of the most comprehensive books on quality, Quality Control Handbook He defines quality as fitness for use
JURAN PHILOSOPHY
Four Categories of Fitness for Use: 1. Quality of design 2. Quality of Conformance 3. Availability 4. Field Service
JURAN PHILOSOPHY
Quality Trilogy 1. Quality Planning the process for preparing to meet quality goals 2. Quality Control the process for meeting quality goals during operations 3. Quality Improvement the process for breaking through the unprecedented levels of performance
CROSBY PHILOSOPHY
His first book, Quality Is Free, is credited with bringing quality to the attention of top American executives The essence of Crosbys quality philosophy is embodied in what he calls the Absolutes of Quality Management and the Basic Elements of Improvement
CROSBY PHILOSOPHY
Absolutes Quality of Management Quality means conformance to requirements not elegance There is no such thing as a quality problem There is no such thing as the economics of quality: it is always cheaper to do the job right the first time The only performance measurement is the cost of quality The only performance standard is Zero Defects
CROSBY PHILOSOPHY
Basic Elements of Improvement 1. Determination 2. Education 3. Implementation He placed more emphasis on management and organizational processes for changing corporate culture and attitudes than on the use of statistical techniques
Malcolm Baldrige was nominated to be Secretary of Commerce by President Ronald Reagan on December 11, 1980, and confirmed by the United States Senate on January 22, 1981. During his tenure, Baldrige played a major role in developing and carrying out Administration trade policy.
Baldridge Award recognizes US companies that excel in quality management practice and performance. The award has evolved into a comprehensive National Quality program of which Baldridge Award is only one part.
The Criteria for Performance Excellence Designed to encourage companies to enhance their competitiveness through an aligned approach to organizational performance management that results in:
Delivery of ever-improving value to customers, contributing to marketplace success. Improvement of overall company performance and capabilities. Organizational and personal learning.
Annual award presented to a company or a division of company that has achieved distinctive performance improvements through the application of Companywide Quality Control defined by JUSE as a system of activities to assure that quality products and services required by customers are economically designed,produced and supplied while respecting the principle of customer orientation and the overall public well-being.
10 CATEGORIES AS JUDGING CRITERIA: Policies The organizations and its operations Education and dissemination Information gathering Communication and its utilization Analysis Standardization Control/management Quality assurance Effects
Objectives are to ensure that that a company has so thoroughly deployed a quality process that it will continue to improve long after a prize is awarded.
Base on this premise: Excellent results with respect to performance , customers, people, and society are achieved through leadership driving policy and strategy , that is, delivered through people partnerships and resources, and processes.
Developed independently from Baldrige Award in 1998. Administered by Australian Quality Awards Foundation ,subsidiary of Australian Quality control Prominent award available for business in Australia
Assessment criteria are leadership, strategy and planning ,information and knowledge, people, customer focus, processes, products and services and business results Criteria are benchmarked with the Baldrige criteria and European Business Excellence Model.
The organization's name would have different acronyms in different languages e.g. IOS is English, OIN in French so it adopted the short name ISO, based on the Greek word isos (, meaning equal)
Formation Type
Purpose/focus
Headquarters Membership Official languages Website
International standardization
Geneva, Switzerland 163 members
[2] [3]
History
The organization today known as ISO began in 1926 as the International Federation of the National Standardizing Associations (ISA), whose focus was mainly mechanical engineering. disbanded in 1942 during World War II but was reorganized under its current name, ISO, in 1946, when delegates from 25 countries met at the Institute of Civil Engineers in London the new organization officially began operations in February 1947.
FIVE OBJECTIVES
1.Achieve, maintain and seek to continuously improve product quality in relationship to requirements. 2.Improve the quality of operations to continually meet customers and stakeholders stated and implied needs. 3.Provide confidence to internal management and other employees that quality requirements are being fulfilled and that improvement is taking place.
4.Provide confidence to customers and other stakeholders that quality requirements are being achieved in the delivered product. 5.Provide confidence that quality system requirements are fulfilled.
SIX SIGMA
Sigma is the eighteenth letter of the Greek alphabet ; standard deviation. The term "six sigma process" comes from the notion that if one has six standard deviations between the process mean and the nearest specification limit, as shown in the graph, practically no items will fail to meet specifications.
Hence the widely accepted definition of a six sigma process is a process that produces 3.4 defective parts per million opportunities (DPMO). This is based on the fact that a process that is normally distributed will have 3.4 parts per million beyond a point that is 4.5 standard deviations above or below the mean.
Sigma level 1 2 3
DPMO
ShortLongterm Cpk term Cpk 0.33 0.67 1.00 0.17 0.17 0.5
691,462 66,807
308,538 31%
4
5 6
2.5
3.5 4.5
6,210
233 3.4
0.62%
0.023%
99.38%
1.33
0.83
1.17 1.5
5.5
0.019
0.0000 019%
1.83
SIX SIGMA
can be best described as a BUSINESS INPROVEMENT approach that seeks to find and eliminate causes of defects and errors in manufacturing and services processes by focusing on outputs that are critical to customers and a clear financial return for the organization.
Six Sigma projects follow two project methodologies inspired by Deming's Plan-Do-Check-Act Cycle. DMAIC is used for projects aimed at improving an existing business process. DMAIC is pronounced as "duh-may-ick". DMADV is used for projects aimed at creating new product or process designs. DMADV is pronounced as "duh-mad-vee.
DMAIC Define the system, the voice of the customer and their requirements, and the project goals, specifically. Measure key aspects of the current process and collect relevant data. Analyze the data to investigate and verify cause-and-effect relationships. Improve or optimize the current process based upon data analysis using techniques . Control the future state process to ensure that any deviations from target are corrected before they result in defects.
DMADV or DFSS ("Design For Six Sigma") Define design goals that are consistent with customer demands and the enterprise strategy. Measure and identify CTQs (characteristics that are Critical To Quality), product capabilities, production process capability, and risks. Analyze to develop and design alternatives Design an improved alternative, best suited per analysis in the previous step Verify the design, set up pilot runs, implement the production process and hand it over to the process owner(s).
1989-1991
Motorola Improve product service ten times by 1989 and at least one hundred fold by 1991.
1992
Achieve six-sigma capability by 1992.
The recognized benchmark for Six Sigma implementation is General Electric which efforts are driven by former CEO, Jack Welch.
Jack Welch brought significant media attention to the concept and made Six Sigma a popular approach to quality improvement. One of the key learnings GE discovered was that Six Sigma is not only for engineers.
Mid-1990s
Quality emerged as a concern of many employees at General Electric.
1996-1997
GE increase the number of six sigma projects from 3,000 to 6,000 and achieve 320 million dollars in productivity gains and profits.
1998
GE generated 750 million dollars in six sigma savings over and above their investment.
Welch observed that it can also be used by: Plant managers Human Resource managers Regional sales managers plumbers, car mechanics, and gardeners
SIX SIGMA AS A QUALITY FRAMEWORK In many ways, Six Sigma is the realization of many fundamental concepts of "total quality management". However it is more than simply a repackaging of older quality approaches and traditional concepts of "total quality".
Total Quality
Based largely on working empowerment and teams Activities generally occur within a function, process or individual workplace
Six Sigma
Owned by business leader champions Projects are truly cross-functional
Focuses on more rigorous and advanced set of statistical methods and a structured problem-solving methodology
Focused on improvement with little Requires a variable return on financial accountability investment and focus on the bottom line
All Six Sigma projects have three key characteristics: A problem to be solved A process in which the problem exists One or more measures that quantify the gap to be closed and can be used to monitor progress.
Applying Six Sigma to services require examination of four key measures of the performance: Accuracy Cycle time Cost Customer Satisfaction
Some examples of financial applications of Six Sigma include the following: Reduce the average and variation of days outstanding of accounts receivable Close the books faster Improve the accuracy and speed of the audit process Reduce variation in cash flow Improve the accuracy of journal entries Improve accuracy and cycle time of standard financial reports