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Quality Advocates
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Quality Advocates
U.S. Quality Innovators
Walter Shewhart (1920s -1940s)
W. Edwards Deming (post WWII through 1980s)
Joseph M. Juran (consultant post WWII through1980s)
Philip Crosby (1980s)
Japanese Quality Innovators:
Kaoru Ishikawa (post WWII - 1980s)
Genichi Taguchi (1960s - 1980s)
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Walter A Shewhart
Pioneer of modern quality control
recognized the need to separate variation into assignable and
unassignable causes (defined in control.)
founder of the control chart (e.g. X-bar and R chart).
originator of the plan-do-check-act cycle.
perhaps the first to successfully integrate statistics,
engineering, and economics.
defined quality in terms of objective and subjective quality
objective quality: quality of a thing independent of people.
subjective quality: quality is relative to how people perceive it.
(value)
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W. Edwards Deming
Studied under Shewhart at Bell Laboratories
Contributions: well known for helping Japanese companies apply
Shewharts statistical process control.
Main contribution is his Fourteen Points to Quality
create constancy of purpose.
cease dependence on inspection to improve quality
drive out fear and build employee trust.
seek long-term supplier relationship
eliminate numerical goals; substitute leadership (abolish
annual rating or merit system).
eliminate slogans, exhortations, and work-force targets
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The Deming Chain Reaction
Improve
Quality
Costs Decrease:(Less rework,
fewer mistakes,
less scrap)
Productivity
Improves
Achieve Greater
Market Share
(higher qualityproducts at less cost)
Stay in
Business
Provide Jobs
andMore Jobs
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Joseph M. Juran
Contributions
also well-known for helping improve
Japanese quality.
directed most of his work at executives
and the field of quality management.
- developed the Juran Triology formanaging quality:
Quality planning, quality control, and quality
improvement.
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Juran
Quality Planning Quality Control
Time
0
C
ostofPoorQua
lity
20
40
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Feigenbaum
Developed the concept of Total Quality
Control.
System for managing the entire value-chain
connecting supplier to customer.
If you want to find out about your quality,
go out and ask your customer.
Quality control staff = Facilitators.
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Philip Crosby
Quality management advocate,
consultant, and author
Quality is Free
The four absolutes of quality including: #1- quality is defined by conformance to requirements, not
goodness.
#2 - system for causing quality is prevention not appraisal. #3 - performance standard is zero defects, not thats close
enough.
#4 - measurement of quality is the price of nonconformance,
not indexes.
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Crosby
Prevention
C
ostofConforma
nce
QualityLow High
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Kaoru Ishikawa
Contributions Developed concept of true and substitute quality characteristics
true characteristics are the customers view
substitute characteristics are the producers view degree of match between true and substitute ultimately
determines customer satisfaction.
Advocate of the use of the 7 tools (e.g., cause-and-effect diagram)
Advanced the use of quality circles (worker quality teams).
Respect for humanity as a management philosophy - fullparticipation.
Cross-functional management.
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Genichi Taguchi Contributions: Taguchi methods emphasize consistency of
performance and reduced variation
Quality loss function (deviation from target is aloss to society).
Parameter design (robust engineering) which
is an application of Design of Experiments. Identify key variables
Reduce variation on the important variables
Open up tolerances on unimportant variables
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Taguchi
TargetLower
specification
limit
Upper
specification
limit
Loss