COMPARISION od Quality Gurus

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    Dr. W. EDWARDS DEMINGMaintained that management must have a quality

    appreciation of statistical variation. Mainly known for"14 point plan", Deadly diseases" and the "Deming

    Cycle" and Systemof Profound Knowledge

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    PHILIPS CROSBY

    Concentrated on "Quality Philosophy" as relating to

    management. "zero defects", "four absolutes","fourteen steps to quality improvement", his

    "Vaccine" as a preventive medicine for management

    against poor quality and the phrase, "Quality is

    free",

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    Dr. JOSEPH JURAN

    Known for his definition of Quality, "internal

    customer" and the "Quality Trilogy". Also noted for"Pareto analysis", the "Cost of Quality" and the

    concept of "Quality Councils" within an

    organization.

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    Similarities Quality requires a strong upper management

    commitment

    Quality saves money Responsibility is placed on managers, not workers

    Quality is a never-ending process

    Customer-orientation

    Requires a shift in culture

    Quality arises from reducing variance

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    Differences

    1. Nature of Organizations Deming: Social Responsibility and moral conduct;

    the problems with industry are problems with

    society Juran: Focused on parts of the organization, not

    whole

    Crosby: team building approach

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    Implementation Processes

    Deming: no roadmap is available; nowhere to start; no steps

    Juran and Crosby: Very user friendly; prescriptive; obvious

    starting points

    Juran applied the Pareto principle to quality issues (80% of the problems arecaused by 20% of the causes) and also developed JuransTrilogy: quality

    planning, quality control, and quality improvement.

    Juran's Quality Planning Road Map used throughout the world as a checklist for

    understanding customer requirements. Crosbysresponse to the quality crisis was the principle of Doing It Right the

    First Time (DIRFT).

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    Ability to handle resistance Deming: very dogmatic and uncompromising;

    depends on facts, however, not gospel

    Crosby and Juran: resistance is normal and need

    not be an obstacle. Depend on facts to unseat

    criticism.

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    Acceptance by management Deming: a threat to most managers. Requires an

    admission of incompetence.

    Juran: since focus is largely on shop floor withsupport, managers are very comfortable

    Crosby: requires very little shift in view

    of workers and managerial roles.

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    View of Workers Deming: variance is largely unaffected by workers

    activities. Organization exists in large part to

    develop and provide for workers.

    Juran: workers are important because of being

    close to the activities impacting quality.

    Crosby: workers can be motivated to improve

    quality and not produce defects.

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