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1. Chapter 2 Quality Theory 2 - 1

2. Quality Theory Chapter 2 • What is Theory? • Leading Contributors to Theory • Viewing Quality Theory from a Contingency Perspective • Theoretical Framework for Quality Management 2 - 2

3. Quality Theory What is Theory? A coherent group of general propositions used as principles of explanation for a class of Phenomena 2 - 3

4. Quality Theory What is Theory? A Theoretical Model Relating Quality Improvement to Worker Worker Morale Quality Improvement 2 - 4

5. Quality Theory What is Theory? For a theory to be complete it must have 4 elements: • What • How • Why • Who - Where - When 2 - 5

6. Quality Theory What is Theory? • What Involves which variables or factors are included in the Model. The Variables are the “What” of the model Worker Morale Quality Improvement 2 - 6

7. Quality Theory What is Theory? • How The nature, direction and extent of the model. This is Represented by the arrow in the model Worker Morale Quality Improvement 2 - 7

8. Quality Theory What is Theory? • Why The Theoretical glue that holds the model together. Worker Morale Quality Improvement 2 - 8

9. Quality Theory What is Theory? • Who - Where - When Place contextual bounds on the model. Worker Morale Quality Improvement 2 - 9

10. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 1. Create a consistency of purpose toward improvement of product and service with the aim to become competitive, stay in business and provide jobs 2 - 10

11. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 2. Adopt a new philosophy: We are in a new economic age 2 - 11

12. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 3. Cease dependence on mass inspections to improve quality 2 - 12

13. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 4. End the practice of awarding business on the basis of price tag alone. 2 - 13

14. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 5. Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease cost 2 - 14

15. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 6. Institute training on the job. 2 - 15

16. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 7. Improve leadership 2 - 16

17. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 8. Drive out fear so that everyone may work effectively for the company 2 - 17

18. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 9. Break down barriers between departments 2 - 18

19. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 10. Eliminate slogans, exhortations and targets for the workforce that ask for zero defects and new levels of productivity 2 - 19

20. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 11. Eliminate work standards on the factory floor 2 - 20

21. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 12. Remove barriers that rob workers of their right to pride in the quality of their work 2 - 21

22. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 13. Institute a vigorous program of education and self improvement 2 - 22

23. Quality Theory Leading Contributors to Theory Deming 14 Points for Management 14. Put everybody in the company to work to accomplish the transformation 2 - 23

24. Quality Theory Leading Contributors to Theory • Juran • The Juran Trilogy • Planning • Control • Improvement 2 - 24

25. Quality Theory Leading Contributors to Theory • Juran • The Juran Trilogy • Planning • Control • Improvement Provide the operating forces with the means of producing products that meet the customers needs. 2 - 25

26. Quality Theory Leading Contributors to Theory • Juran • The Juran Trilogy • Planning • Control • Improvement Control vs. Breakthrough 2 - 26

27. Quality Theory Leading Contributors to Theory • Juran • The Juran Trilogy • Planning • Control • Improvement Project by project improvement 2 - 27

28. Quality Theory Leading Contributors to Theory Juran Pareto’s Law or the 80/20 rule The majority of quality problems are the result of relatively few causes. 2 - 28

29. Quality Theory Leading Contributors to Theory • Ishikawa • Training • Continuous Improvement • Statistical quality control 2 - 29

30. Quality Theory Leading Contributors to Theory • Crosby • Zero Defects • Behavior and motivational aspects of quality improvement 2 - 30

31. Quality Theory Leading Contributors to Theory • The Rest of the Pack • Camp • Peters • Hammer & Champy • Covey 2 - 31

32. Quality Theory Quality Theory from a Contingency Perspective • There is a mass of contradictory information… it is best to focus on fundamental Questions: • What are our strengths? • What are our competencies? • In what areas do we need to improve? • What are our competitors doing to improve? • What is our organizational structure? 2 - 32

33. Quality Theory Quality Theory from a Contingency Perspective Core Variables 2 - 33

34. Quality Theory Summary • Information Analysis • Team Building • Strategic Planning • Quality Department Role • Breakthrough 2 - 34

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