QUALITY GURUS ON QULITY

Quality is free (Philip B Crosby). Doing it Right First Time. Erroneous Assumptions - Quality Means Goodness, Luxury shininess or weight (Conformance to Requirements) - Quality is Intangible and Not Measurable. - There is an Economics of Quality - Problems of Quality originate from Workers - Quality originates in the Quality Department. Cultural Revolution - Replace firefighting with defect prevention. - Management commitment - Japanese Quality Revolution

Stage of Quality Consciousness

• Uncertainty - Ignorance about cost of poor Quality - Quality control is policing - Be tough on the bad Guys. Awakening - Recognition that Quality MGMT. Can help - More inspection and testing - Chronic Problems Assigned to teams - Long range solutions Not considered seriously - Motivation Campaigns. Enlightenment - Quality policy - Decision to conduct a formal long- team Quality Improvement Programme.

- Generous Quality Education Budget - Facing Problems openly without searching for individual blame - Balanced, well – organized TQM department with all the necessary capabilities and Resources.. Wisdom - Cost reductions in effect - Maturity of a Higher order - Systems orientation . Certainty - “we know why we do not have Problems with Quality” - Prevention system Allows very few significant problems to occur. - Long, Long way from uncertainty to certainty.

. Research physicist turned Teacher of SQC Techniques

. Taught the top Bosses of Industries and Government in Japan

. Prophetic pronouncement in 1951

. Celebrity status in the U.S in June 1980 when NBC featured him in “ If Japan can , why can’t we?”

. Deadly diseases - Emphasis on short term profits - Annual reviews or other periodic evaluation of people in management - Use of visible figures for rating management, with little or no consideration for figures that are unknown or unknowable - Hope for Quick result (“ Instant Pudding”)

W. Edwards deming : Apostle of Quality

• 14 Points (Remedial Measures)

1. Create constancy of purpose for improvement of products and and services2. Adopt the New philosophy. We have learned to live in a world of

mistakes and inattentive sullen service3. Cease dependence on inspection to achieve Quality4. End the practice of awarding business on the basis of the price tag 5. Constantly and for ever Improve the System of production and service 6. Institute training on the Job 7. Institute supervision to help people to do a better job8. Drive out fear – many are afraid to ask Questions or to take a position

people must feel secure

9. Breakdown barriers between Departments. Teamwork needed rather than adversary relationship10. Eliminate slogans, exhortation, pictures and posters for the for the workforce11. Eliminate numerical Quotas12. Remove barriers that stand between the hourly workers and their pride of workmanship13. Institution a vigorous programme of education and retraining.14. Create a structure in top management that will push everybody on the above 13 points. Put everybody in the company to work to accomplish the transformation.

Quality is1. Conforming to preset,

management standards of

performance2. A total on going programme and a commitment to do

things right the first time every time

3. Proper planning and design to prevent defects before they occur

4. Measured by calculating the cost of Quality (the cost of not

doing things right the first time)

Quality Not• Telling people to do their

best

• A goal to be set reached and forgotten

• The inspection detection and

correction of defects.

• Measured by subjective Evaluations