Topic 2

Quality Theory, Quality Guru and

The Approaches

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Quality Theory
Topic 2

What is Theory?
Leading Contributors to Theory
Viewing Quality Theory from a
Contingency Perspective
Theoretical Framework for Quality
Management

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Quality Theory
What is Theory?

A coherent group of general propositions used as principles of

explanation for a class of Phenomena.
A Theoretical Model Relating Quality Improvement to Worker

Quality Worker
Improvement Morale
For a theory to be complete, it must have 4 elements:

What
How
Why
Who - Where - When

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Quality Theory
What is Theory?
What
Involves which variables or factors are included in the Model.
The Variables are the What of the model.

Quality Worker
Improvement Morale
How
The nature, direction and extent of the model. This is represented by
the arrow in the model.
Quality Worker
Improvement Morale

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Quality Theory
What is Theory?
Why
The Theoretical glue that holds the model together.

Quality Worker
Improvement Morale

Who - Where - When

Place contextual bounds on the model.

Quality Worker
Improvement Morale

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History of Quality
Early Frederick Taylor, Frank and Lillian 1980s Introduction of Lean with
1900 Gilbreth & Scientific Management Schonberger, Shingo and Hall.
TQM and empowerment.
1920s Waltere Shewhart and SPC
Baldrige award program
1990s Reengineering
1930s Dodge and Romig introduce Six Sigma
acceptance sampling
2000s Supply chain management
1940s Military standards introduced Lean six sigma
Contigency Theory in Quality

1950s Deming and Juran introduce QM to

Japan

1960s Taguchi method and other tools

develops

1970s Quality become strategic-major

adoption in US
Leading contributors to Quality Theory

W. Edward Deming
Joseph M. Juran
Kaoru Ishikawa
Armand Feigenbaum
Philip Crosby
Genichi Taguchi
The rest of the pack
Quality Theory
Leading Contributors to Theory

Deming
Quality Management Guru that influenced on
Japan and American.
2 famous approaches from Deming:
Deming Chain reaction (Topic One).
Demings14 points for management.
Demings System of Profound Knowledge
Appreciation for a system
Every system must have a purpose for
everybody
Management must optimize the system as
a whole.
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Quality Theory
Leading Contributors to Theory

Demings System of Profound Knowledge

Understanding variation
Many sources of uncontrollable variation exist in any process.
Statistical methods can be used to identify and quantify variation to
help understand it and lead to improvements.
Theory of knowledge
Knowledge is not possible without theory
Theory shows cause-and-effect relationships that can be used for
prediction
Psychology
-Mind work that influence human behavior
-Fear is de motivating
-Managers should develop pride and joy in work
Quality Theory
Leading Contributors to Theory
Deming 14 Points for Management

1. Create a constancy of purpose toward improvement of product and

service with the aim to become competitive, stay in business and provide
jobs. Management commits resource over long haul to see the quality job
is completed.
2. Adopt a new philosophy: We are in a new economic age. Management
must learn its responsibilities and take on leadership change.
3. Stop dependence on mass inspections to improve quality. Eliminate
the inspection on mass basis by building up quality into the product in the
first place. All workers should responsible but not only quality
Department.
4. Stop the practice of awarding business on the basis of price tag
alone. Move toward a single supplier for any one item, based on a long
term relationship of loyalty and trust. Supply chain approach by JIT
purchasing is used.

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Quality Theory
Leading Contributors to Theory

5. Improve constantly and forever the system of production and

service, to improve quality and productivity, and thus constantly
decrease cost.
6. Institute training on the job. The design of effective training on the job
is important to quality improvement.
7. Improve leadership. Leadership is key to improving quality. Without
leadership support, quality improvement effort will fail.
8. Drive out fear so that everyone may work effectively for the
company.
9. Break down barriers between departments. People in research,
design, sales, and production must work as a team to foresee problem
of production and service for new development.
10. Eliminate slogans, exhortations and targets for the workforce that
ask for zero defects and new levels of productivity. Cause of low
quality and productivity mainly belong to the system and beyond the
power of the workforce.

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Quality Theory
Leading Contributors to Theory
11. Eliminate work standards on the factory floor. Eliminate
management by objective and substitute with leadership. Deming
disregard the performance appraisals.
12. Remove barriers that rob people of pride of workmanship. The
responsibility of supervisors must be changed from sheer numbers to
quality.
13. Institute a vigorous program of education and self improvement.
Point 6 is refer to training on the job. Point 13 relates to more generalized
education that can generate creativity of employee and ability of
organization to institutionalize the lessons learned over time.
14. Put everybody in the company to work to accomplish the
transformation. The transformation is everybodys job. Everyone in the
organization is responsible for improving quality. This point reinforce that
a total system for improving quality in needed that includes all the people
in the organization.

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Quality Theory
Leading Contributors to Theory
Joseph M. Juran
Juran used strategic and planning based approach for quality
improvement.
Juran establishes specific goals to be reached and plans for
reaching those goals.
Jurans process assigns clear responsibility for meeting the goal
and bases rewards on results achieved.
Juran introduces JURAN TRILOGY processes for quality
improvement.
The Juran Trilogy
Planning
Control
Improvement
Quality Theory
Leading Contributors to Theory
Planning
Quality Planning will turn to operating force. Provide the operating forces
with the means of producing products that meet the customers needs.
Control
Control vs. Breakthrough
Control involves gathering data about a process to ensure process are
stable and provides a relatively consistent outcome.
Breakthrough improvement implies the process has been studied and that
some major improvement has resulted in large nonrandom improvement to
the process.
Improvement
Project by project improvement.
Implementation of quality improvement project should be prioritized based
on financial return.
Paretos Law or the 80/20 rule from Juran can be applied. The majority of
quality problems are the result of relatively few causes

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Quality Theory
Leading Contributors to Theory
Kaoro Ishikawa
Founder of Japanese Union of Scientist and Engineers (JUSE).
Ishikawa provided tools that worked well within the Deming and
Juran framework.
Ishikawa emphasize:
Training
Continuous Improvement
Statistical quality control
Ishikawa ideas were synthesized into 11 points that made up his
quality philosophy.
Quality Theory
Leading Contributors to Theory

Ishikawas 11 points
1. Quality begins with education and ends with education.
2. The first step in quality is to know the requirements of the customer.
3. The ideal state of quality control is when inspection is no longer
necessary.
4. Remove the root causes, not the symptoms.
5. Quality control is the responsibility of all workers and all divisions.
6. Do not confuse the means with the objectives.
7. Put quality first and set your sights on long term objectives.
8. Marketing is the entrance and exit of quality.
9. Top Management must not show anger when facts are presented to
subordinates.
10. 95% of the problems in a company can be solved by the seven tools of
quality control.
11. Data without dispersion information are false data.

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Quality Theory
Leading Contributors to Theory

Armand Feigenbaum
Three Steps to improving Quality
Quality Leadership, with a strong focus on planning
and motivating force for quality improvement.
Modern Quality Technology, involving the entire
work force that include the statistical and machinery
that can be used to improve technology.
Organizational Commitment, supported by
continuous training and motivation that involve
everyone.
Quality Theory
Leading Contributors to Theory
Feigenbaums 19 Steps

1. Total quality control is defined as a system of improvement.

2. Big Q quality (company-wide commitment to TQC) is more
important than little q quality (improvements on the production
line).
3. Control is a management tool with four steps.
4. Quality control requires integration of uncoordinated activities.
5. Quality increases profits.
6. Quality is expected, not desired.
7. Humans affect quality.
8. TQC applies to all products and services.
9. Quality is a total life-cycle consideration.
Quality Theory
Leading Contributors to Theory
10. Control the process.
11. A total quality system involved the entire company-wide
operation works structure.
12. There are many operating and financial benefits of quality.
13. The costs of quality are a mean for measuring quality control
activities.
14. Organize a quality control.
15. Managers are quality facilitators, not quality cops.
16. Enforce for continuous commitment.
17. Use statistical tools.
18. Automation is not panacea/solution.
19. Control quality at the source.
Quality Theory
Leading Contributors to Theory
Philip Crosby

Crosby is well known with the book Quality Is Free

Crosby specified a quality improvement program
consisting 14 steps that underlie the Crosby Zero
Defects approach.
He emphasized the behavior and motivational
aspects of quality improvement rather than statistical
approach.

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Quality Theory
Leading Contributors to Theory
Crosbys 14 steps
1. Make it clear that management is committed to quality.
2. Form quality improvement teams with representatives from
each department.
3. Determine how to measure where current and potential quality
problem lie.
4. Evaluate the cost of quality and explain its use as a
management tool.
5. Raise the quality awareness and personal concern of all
employees.
6. Take formal action to correct problems identified through
previous steps.
7. Establish a committee for the zero defects program.
Quality Theory
Leading Contributors to Theory
8. Train all employees to actively carry out their part of
the quality improvement program.
9. Hold a zero defects day to let all employees realize
that they has been a change.
10. Encourage individuals to establish improvement
goals for themselves and their groups.
11. Encourage employees to communicate to
management the obstacles they face in attaining
their improvement goals.
12. Recognize and appreciate those who participate.
13. Establish quality council to communicate on a
regular basis.
14. Do it all over again.
Quality Theory
Leading Contributors to Theory

Genichi Taguchi
Define quality from quality loss function (QLF) and
concept of robust design.
In Taguchi term, Ideal quality refer to a reference point
for determining the quality level of product or service.
Reference point is target value.
Robust Design (RD) states that products and services
should be designed that they are inherently defect free
and high quality.
RD can be achieved through concept design,
parameter design and tolerance design.
Quality Theory
Leading Contributors to Theory
Variables Deming Juran Crosby Taguc- Ishika- Feige PZB
hi wa nbau
m
Leadership
Information Analysis
Strategic planning
Employee Improvement
Quality assurance of Product and service
Customer role in Quality
Role of quality department
Environmental characteristics and
constraints
Philosophy Driven

Quality breakthrough

Project/team Based improvement

Quality Theory
Leading Contributors to Theory

The Rest of the Pack

RobertC. Camp-benchmarking
Tom Peters-Case study 8 basic practices.
Michael Hammer & James Champy -Reengineering
Stephen Covey-8 habits

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Quality Theory
Quality Theory from a Contingency Perspective
There is a mass of contradictory information it is best to
focus on fundamental Questions:
What are our strengths?
What are our competencies?
In what areas do we need to improve?
What are our competitors doing to improve?
What is our organizational structure?

Contingency approach are:

An understanding of quality approaches
An understanding of the business
The creative application or approach to the business

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Quality Theory
Quality Theory from a Contingency Perspective

Core Variables

Leadership Environment and

Employee infrastructure
Improvement Project/team-based
Quality Assurance improvement
Customer Focus Focus on Quality
Quality philosophy Department
Quality Breakthrough
Information Analysis
Strategic Planning
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Quality Theory
Quality Theory from a Contingency Perspective
Information Team
Analysis Building

Customer Focus

Employee
QA
improvement

Leadership

Strategic
Breakthrough Planning

Philosophy
Development

Quality Dept
Role

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