Total Quality Management,Part I: Content and Process,1,Outline,Introduction What is Quality? How is Quality Management developed? TQM content What is TQM died 1993 Engineer however, every firm that pursues quality improvement will use his tools.,52,Kaoru Ishikawas 11 points,Quality begins with education and ends with education. The 1st step in quality is to know the requirements of the customer. The ideal state of quality control is when inspection is no longer necessary. Remove the root causes, not the symptoms. Quality control is the responsibility of all workers and all divisions Do not confuse the means with the objectives,Put quality first and set your sights on long-term objectives. Marketing is the entrance and exist of quality Top management must not show anger when facts are presented to subordinates 95% of the problems in a company can be solved by the seven tools of quality control. Data without dispersion information case false data.,53,Armand Feigenbaum,Feigenbaums primary contribution to quality thinking in America was his assertion that the entire organization should be involved in improving quality. He was the first in the U.S. to move quality from the offices of the specialists back to operating workers. This occurred in the 1950s. Contributions Three-step process to improving quality. Four deadly sins that impede quality improvement. Nineteen steps for improving quality.,54,Armand Feigenbaum,Feigenbaum proposes a three-step process to improving quality.,Quality Improvement,Organizational Commitment,Quality Technology,Motivated by leadership,Includes statistics and machinery that can improve quality,Includes everyone in the quality struggle,55,Armand Feigenbaum,Four Deadly Sins (Major Impediments to Improving Quality) Hothouse quality refers to those quality programs that receive a lot of hoopla and no follow-through. Wishful thinking occurs with those who would pursue protectionism to keep American firms from having to compete on quality. Producing overseas is a panacea sometimes undertaken by managers who wish that out of sight, out of mind could solve quality related problems. Confining quality to the factory means that quality has historically just been viewed as a shop floor concern.,56,Feigenbaums 19 steps,Total quality control is defined as a system of improvement Big Q quality is more important than little q quality Control is a management tool with four steps Quality control requires integration of uncoordinated activities Quality increases profits Quality is expected, not desired Human affect quality TQC applies to all products and services Quality is a total life-cycle consideration,Control the process A TQ system involves the entire company-wide operating work structure There are many operating and financial benefits of quality The costs of quality are a means for measuring quality control activities Organize for quality control Managers are quality facilitators, not quality cops Use statistical tools Automation is not a panacea Control quality at the source,57,Philip Crosby,Crosby became very well known for his authorship of the book Quality is Free. The primary thesis of this book was that quality, as a managed process, can be a source of profit for an organization. Crosby specifies a quality improvement program consisting of fourteen steps. These steps underlie the Crosby zero defects approach to quality improvement. His approach emphasizes the behavioral and motivational aspects of quality improvement rather than statistical approaches.,58,Crosbys Four Absolutes,The definition of Quality = conformance to requirements The system of causing Quality = prevention The performance standard for Quality = zero defects The measurement of Quality = price of nonconformance,59,Crosbys 14 steps towards Quality,Make it clear that mgt is committed to quality Form quality improvement teams from each department Determine how to measure where current and potential quality problems lie Evaluate the cost of quality and explain its use as a mgt tool Raise the quality awareness and personal concern of all employees Take formal actions to correct problems identified through previous steps Establish a committee for the zero-defects program 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 there has been a change 10. Encourage individuals to establish improvement goals for themselves and their groups 11. Encourage employees to communicate to mgt the obstacles they face in attaining their improvement goals 12. Recognize and appreciate those who participate 13. Establish quality councils to communicate on a regular base 14. Do it all over again,60,Genichi Taguchi,The Taguchi method was first introduced by Dr. Genichi Taguchi to AT provide the direction and communicate the long-term goals for Customer Satisfaction, Employee Motivation and Satisfaction, Market Share, ROA, and Productivity.,The