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TQM History
CONCEPT
Design
Planning
Production
Distribution
Field service
Management behavior: acting as role model, use of quality processes & tools,
encouraging communication, sponsoring feedback activities, fostering & providing
a supporting environment
Antecedents of Modern QM
Quality control began from factory system that developed following Industrial
Revolution
Production methods were rudimentary at best at that time
Products were made from non-standardized materials using non-standardized
methods
Result: products of varying quality & Inspection by customer was most common form
of QC
Much later Frederick Taylor developed his system of scientific management which
emphasized productivity at the expense of quality. Centralized departments checked
quality at the end of production line. An extreme example: Hawthorne works at
Western Electric Companyemployed 40K people in 1928 in manufacturing plant
& 5200 were in inspection department.
Methods of SQC & QA were added much later.
Detecting manufacturing problem was over-riding focus.
Top management moved away from idea of managing to achieve quality; workforce
had no stakes at it
Concerns were largely limited to shop floor
Traditional QC measures were (& still are) designed as defense mechanisms to
prevent failure or eliminate defects
Accountants were taught (& Still are) that expenditure for defect prevention
were justified only if they were less than the cost of failure which was rarely
computed.
Following the WWII, quality of products produced in USA declined as
manufacturers tried to keep up with the demand for non-military goods that
were not produced during war.
At this time a number of pioneers began to advance a methodology of QC in
manufacturing & developed theories & practical techniques for improved
quality.
W. Edward Demming, Joseph M. Juran, Armund V. Feingenbaum & Philip
Crosby.
Demmings death at age 93 in 1993 proved to be a great loss for quality
QUALITY GURUS
Deming the best known of early pioneers is credited
with popularizing QC in Japan in early 1950s, today is
regarded as national hero in that country & is the
father of world famous Deming Prize for Quality.
He is known best for developing a system of SQC
although his contribution substantially goes beyond
these techniques. His philosophy begins with top
management but maintains that a company must adopt
14 points of his system at all levels.
He also believes that quality must be built into the
product at all stages in order to achieve a high level of
excellence.
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Like Deming he was also invited to Japan in 1954 by Union of Japanese Scientists &
Engineers (JUSE). His lectures introduced managerial dimension of planning,
organizing, controlling & focused on responsibility of management to achieve quality &
the need for setting goals.
He defined quality as Fitness for use of terms of design, conformance, availability,
safety & field use. So his concept more closely incorporates view point of customers
He taught to measure everything & relies on systems & problem-solving techniques.
Unlike Demming, he focuses on top-down management & technical methods rather than
worker pride & satisfaction. He gave 10 steps to quality improvement:
Build awareness of opportunities to improve
Set goals for improvement
Organize to reach goals
Provide training
Carry out projects to solve problems
Report progress
Give recognition
Communicate results
Keep score
Maintain momentum by making annual improvement part of regular systems & processes of company
Philip Crosby
Management Commitment
Quality Improvement Team
Quality measurement
Cost of quality
Quality Assurance
Corrective Action
Zero defects planning
Supervisor training
Zero defects day (to signal employees that company has a new standard)
Goal setting
Error cause removal
Recognition (give public, non financial appreciation to those who meet their quality goals or
perform outstanding)
Quality councils
Do it all over again (repeat from 1 to 13 to emphasize never ending process of quality
improvement)
Thank you