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Quality is Free

Quality is Free. Philip Crosby 1979. Amazon.com. Quality is free What costs money are the unquality things All the actions that involve not doing job right the first time Muda ( 大野耐一). Top management’s responsibility to Quality

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Quality is Free

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  1. Quality is Free Philip Crosby 1979 Amazon.com

  2. Quality is free • What costs money are the unquality things • All the actions that involve not doing job right the first time • Muda (大野耐一)

  3. Top management’s responsibility to Quality “Top management may or may not realize what has to be done to achieve quality” • Ex: 家長 vs. 孩子的學習 “Or worse, they may feel, mistakenly, that they do understand what has to be done. Those types can cause the most harm.”

  4. Quality Control • Measurement • Go • No-Go

  5. Quality = Prevention “Why spend all this time finding and fixing and fighting when you can prevent the incident in the first place?”

  6. Culture make quality last forever • Firefighting would have to be replaced with defect prevention • Quality would have to be recognized as a genuine “first among equals” • Labor, material, money, machines, … • The habit of doing things right the first time had to become routine • The whole thing had to happen within the units • 所有部門皆須具備這些文化特質

  7. Quality control Reliability Quality engineering Supplier quality Inspection Product qualification Training Testing Consumer affairs Quality improvement Tools for quality system

  8. Fundamentals for quality system • Management participation & attitude • Professional quality management • Original programs • Recognition

  9. 1. Management participation & attitude • “Participation” rather than “support” • Right attitude about quality • Right understanding about quality • Ex: ISO 9000 系列 • 說一套、做一套 • 經理人自己都不相信

  10. Erroneous “conventional wisdom” • Quality mean Goodness • Unmeasurable • Error is inevitable • People just don’t care about doing good work • Real Life Quality • Quality is conformance to requirement • Precisely measurable • Error is not required to fulfill the laws of nature • People work just as hard now as they ever did

  11. ITT’s way of management participation • Conducted seminars throughout the ITT world on a regular basis. • Those managing directors and general managers who had participated in programs who had learned to understand quality properly testified to others. working on a group-y-group, unit-by-unit basis throughout the corporation.

  12. 2. Professional quality management • Allow quality professional to form forums to help each others • Ex: 品質學會 • Institute quality college to teach quality tools • Certification • Ex: six sigma (Black belts, Green belts)

  13. 3. Original programs • Buck A Day (BAD) • Cost reduction idea program • Zero Defects – 30 • 30 days programs for supervisors • Consumer Affairs

  14. 4. Recognition • Ring of Quality • Award presented • at formal dinner • by corporate president Dignity & Respect • Cash and financial awards are not personal enough

  15. Erroneous assumptions • Quality means • Goodness • Luxury • Shininess “Quality of Life” • Speakers • Listeners

  16. Quality as “Conformance to requirements” • Quality of life • Desirable income • Health • Population • Ex: 學校評鑑

  17. Erroneous assumptions • Quality is • Intangible • Not measurable

  18. Cost of quality • Best tool to measure quality • Prevention, Appraisal, Failure categories • Measurements should be displayed for all to see • Visible proof of improvement • Recognition of achievement

  19. Erroneous assumptions • Economics of Quality • “Can’t afford to make it that good” Evidence of “don’t understand quality” It is always cheaper to do things right the first time

  20. Erroneous assumptions • All the problems of quality are originated by the workers Shop floor problems are easy to spot • Use “cost of quality” to direct attention • Prevention • Appraisal • Failure

  21. Erroneous assumptions • Quality originates in the quality department • Root cause problems • Accounting problems • Manufacturing problems • Design problems • Housekeeping problems

  22. Responsibility of Quality department to “problems” • Report results clearly & objectively • Lead the drive to develop a positive attitude toward quality improvement • Use educational program to be helpful • Zero defects • Should NOT do the job for others

  23. Quality Management is • Systematic way of guaranteeing that organized activities happen the way they are planed • Management discipline • Prevent problems from occurring • Create the attitudes and controls that make prevention possible

  24. Why quality management needed • Faceless end users Sophisticated business world • Service providers never meet end users • 教授 vs. 畢業生的雇主 • People who really control activities do so from office, laboratory, studios, and other remote places.

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