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BS2914 Quality Management & Customer Care

BS2914 Quality Management & Customer Care. 4: TQM Gurus [2]: American/British theorists. BS2914 Quality Management & Customer Care 4: TQM Gurus [2]. Joseph JURAN Quality just not just happen but has to be planned Trilogy of Quality Planning Quality Control Quality Improvement.

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BS2914 Quality Management & Customer Care

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  1. BS2914 Quality Management & Customer Care 4: TQM Gurus [2]: American/British theorists

  2. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Joseph JURAN • Quality just not just happen but has to be planned • Trilogy of • Quality Planning • Quality Control • Quality Improvement

  3. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Joseph JURAN Quality PLANNING consists of: • Identifying customers and their needs • Establishing optimum quality goals • Creating measurements of quality • Plan to meet quality goals under operating conditions • Produce continuing results

  4. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Joseph JURAN • Emphasises the importance of internal as well as external customers • Concept of ‘fitness for use’ to be applied to the interim product for all internal customers • Actions should consist of • 90% substance, • 10% exhortation (not the reverse)

  5. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Dr Kaoru Ishikawa is best known for: • Cause and effect (Fishbone) statistical techniques

  6. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Dr Kaoru Ishikawa is best known for: • Cause and effect (Fishbone) statistical techniques http://www.sas.com/rnd/app/qc/qcparish.html • Company wide quality • Quality circles

  7. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Philip CROSBY • Quality is defined as conformance to requirements • Traditional quality control represent failure • Manufacturing companies spend 20% revenues doing things wrong so… • ‘Do it Right First Time’ • ‘Zero Defects’

  8. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Philip CROSBY • Without reservation senior management is entirely responsible for quality • Goal should be to give all staff training and tools of quality improvement to apply the concepts of Prevention management • Quality improvement has to be ongoing

  9. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Philip CROSBY Characteristics of continuing success… • People do things right first time • Change is anticipated and used to advantage • Growth is consistent and profitable • New products and services appear when needed • Everyone is happy to work there

  10. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Philip CROSBY Four absolutes of Quality Management • Quality is conformance to requirements • Create quality by prevention, not appraisal • Performance standard should be ‘Zero Defects’ • Measurement of quality is the price of non-conformance • Hence ‘QUALITY IS FREE’

  11. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Tom PETERS • MBWA (Management by Wandering About) in which • Listening (suggests caring) • Teaching (values must be transmitted when fact to face) • Facilitating (on the spot advice) • Leadership not Management

  12. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Tom PETERS More recently, five themes are… • Customers • Innovation • People • Leadership • Systems

  13. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Tom PETERS 12 attributes of successful American companies.. • Management obsession with quality • Passionate systems • Measurement of quality • Quality is rewarded • Everyone is trained for quality 6. Multi-function teams

  14. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Tom PETERS 12 attributes of successful American companies.. • Small is beautiful • Create endless ‘Hawthorne effects’ • Parallel a route to management through quality • Everyone is involved • When quality goes up, costs go down • Quality improvement is a never-ending journey

  15. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Evaluation… • The new messiahs preaching… • A plethora of initiatives • Ultimately exploitative • No easy nostrums for success as market conditions may vary • Latest brand of ‘snake oil’

  16. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Criticisms … • TQM is a passing fad • Only 20% of Fortune 500 companies are satisfied with TQM initiatives • Malcom Baldridge Award never gained any prestige • 73% of electronics companies have quality programs, but more than half show less than 10% improvement.

  17. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Evaluation of the Gurus… • What remains of enduring value ? • Are they culturally specific ? • Were their writings designed to meet particular problems in a historical time scale • How applicable are concepts to service industries such as education, health, social services ? • Who IS the customer ?

  18. BS2914 Quality Management & Customer Care 4: TQM Gurus [2] Interesting website (with a lot of materials on it) http://www.saferpak.com/

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