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Chapter 3 – Philosophies & Frameworks

Chapter 3 – Philosophies & Frameworks. Quality pioneers, awards, and standards. Why Study History?. ????. Why Study History?. Famous quote ______________________________ ______________________________ ___________________ - George Santayana American philosopher

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Chapter 3 – Philosophies & Frameworks

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  1. Chapter 3 – Philosophies & Frameworks Quality pioneers, awards, and standards SJSU Bus 142 - David Bentley

  2. Why Study History? ???? SJSU Bus 142 - David Bentley

  3. Why Study History? • Famous quote ______________________________ ______________________________ ___________________ - George Santayana American philosopher 1863 - 1952 SJSU Bus 142 - David Bentley

  4. Why Study History? • We are part of a time continuum • _____________________________ _____________________________ • It’s important to recognize past inventions, innovations, discoveries, and accomplishments (and the persons responsible) SJSU Bus 142 - David Bentley

  5. Early “Quality” Pioneers - 1 • Frederick Taylor • “Father of scientific management” • Inspection • Gauging • Henry Ford • Standardization(reduced variation) • Mass use of interchangeable parts SJSU Bus 142 - David Bentley

  6. Early “Quality” Pioneers - 2 • Walter A. Shewhart (Bell Labs) (1891-1967) • “Father of SQC” [my term] • Developed Statistical control charts • PDCA cycle (shared with Deming) • Identified 2 causes of variation: chance and assignable SJSU Bus 142 - David Bentley

  7. Early “Quality” Pioneers - 3 • George Edwards (Director of QA, Bell Labs) (???? – 1974) • Coined term “Quality Control” • 1st president of ASQC SJSU Bus 142 - David Bentley

  8. Early “Quality” Pioneers - 4 • H.G. (Harry) Romig and Harold F. Dodge (Bell Labs) • Acceptance sampling tables • H.G. (Harry) Romig (????-????) • Taught math and physics at SJSC (now SJSU) • Harold F. Dodge (1893-1976) SJSU Bus 142 - David Bentley

  9. W. Edwards Deming - 1 (1900 – 1993) • Most famous of Quality pioneers • Mathematician and statistician by training (PhD) • Worked at USDA and Bureau of the Census • Studied with Shewhart for several years • Invited Shewhart to lecture at USDA • Helped U.S. occupation forces in Japan (1946) • Taught SQC to Japanese QC people (1950) SJSU Bus 142 - David Bentley

  10. W. Edwards Deming - 2 • Shares credit for PDCA [PDSA] cycle (shared with Shewhart) • Honored by Deming Prize in his name by the Union of Japanese Scientists and Engineers (JUSE) • Founded W.Edwards Deming Institute • Emphasized systemsthinking SJSU Bus 142 - David Bentley

  11. W. Edwards Deming - 3 • 14 points based on: • Constancy of purpose • Continual improvement • Profound knowledge • Appreciation for a system • A theory of variation • A theory of knowledge • Psychology SJSU Bus 142 - David Bentley

  12. Create a vision and show commitment Learn the new philosophy Understand inspection Stop decision making solely on cost Improve constantly Institute training Institute leadership Drive out fear Optimize team efforts Eliminate exhortations to workers Eliminate numerical quotas Remove barriers to workmanship pride Encourage self-improvement Take action Deming’s 14 Points SJSU Bus 142 - David Bentley

  13. Deming’s Seven Deadly Diseases • Lack of constancy of purpose. • Emphasis on short-term profits. • Performance evaluation. • Mobility of management. • Running a company on visible numbers only. • Excessive medical costs. • Excessive costs of warranty, fueled by lawyers that work on contingency fee. SJSU Bus 142 - David Bentley

  14. Deming’s Other Obstacles • Neglect of long-range planning. • Relying on technology to solve problems. • Seeking examples to follow rather than developing solutions. • Excuses such as "Our problems are different". • Others. SJSU Bus 142 - David Bentley

  15. Joseph M. Juran – 1(1904 - ) • Engineer by training • Worked at Bell Labs with Walter Shewhart and other “pioneers” • Lectured in Japan after WW II • Authored/Edited Quality Control Handbook • Conceived idea of “Cost of Quality” SJSU Bus 142 - David Bentley

  16. Joseph M. Juran – 2 • “Quality Trilogy” concept (see next slide) • Quality planning • Quality improvement • Quality control • Founded the Juran Institute • Emphasized working within the system, not proposing a major cultural change SJSU Bus 142 - David Bentley

  17. Juran’s Quality Trilogy - 1 • Quality planning • Identify who are the customers. • Determine the needs of those customers. • Translate those needs into our language. • Develop a product that can respond to those needs. • Optimize the product features so as to meet our needs and customer needs. SJSU Bus 142 - David Bentley

  18. Juran’s Quality Trilogy - 2 • Quality Improvement • Develop a process which is able to produce the product. • Optimize the process. • Quality Control • Prove that the process can produce the product under operating conditions with minimal inspection. • Transfer the process to Operations SJSU Bus 142 - David Bentley

  19. Armand Feigenbaum – 1(???? - ) • Was Director of Worldwide Manufacturing Operations and Quality at General Electric • Now President and CEO of General Systems Company • “Cost of nonconformance” • Coined Total Quality Control term • 1st to describe 4 categories of cost of quality • Authored Total Quality Control SJSU Bus 142 - David Bentley

  20. Armand Feigenbaum - 2 • 40 steps in quality principles • TQC is system for integration… • Standards, appraisal, corrective action • Technological and human factors • 4 categories of quality costs • Control quality at the source SJSU Bus 142 - David Bentley

  21. Philip Crosby(1926 – 2001) • Worked his way up from line inspector • Managed quality at Martin Marietta, ITT • Founded PCA, PCA II) • Originated Zero Defects concept • Authored Quality is Free, Quality Without Tears, and other books (13 in all) • Started Quality College (multiple sites) • Company teams trained • Emphasized behavioralchange SJSU Bus 142 - David Bentley

  22. Kaoru Ishikawa(1915 – 1989) • Leader of the Japanese Quality Movement • Started Quality Circles • Developed Cause and effect[“fishbone” or Ishikawa] diagram • Promoted statistical methods • Recognized internal customer • Conceived “company wide quality control” SJSU Bus 142 - David Bentley

  23. Other Japanese Pioneers • Genichi Taguchi(1924- ) • Emphasized variationreduction • Taguchi loss function • Exec. Director, American Supplier Inst. • Shigeo Shingo(1909-1990) • Not focused on quality but had significant impact • Poka-Yoke • Setup standardization, SMED • Source inspection systems SJSU Bus 142 - David Bentley

  24. Awards & Prizes - 1 • Deming (Application) Prize • Awarded by Japan (Union of Japanese Scientists and Engineers) • First awarded in 1951 • Named after W. Edwards Deming (Quality pioneer) • Most winners before 2001 were Japanese American winners: Florida Power & Light , AT&T Power Systems • Most winners since 2001 Indian, Thai SJSU Bus 142 - David Bentley

  25. Awards & Prizes - 2 • Baldrige Award • Awarded by US Department of Commerce (National Institute of Standards and Technology) • 1987 legislation • Named after Malcolm Baldrige (American industrialist and former Secretary of Commerce) SJSU Bus 142 - David Bentley

  26. Awards & Prizes - 3 • Baldrige Award (cont’d) • Original categories: Manufacturing, Service, Small Business • Education added in 2001 • Health care added in 2002 • Local winners • Granite Rock (1992) • Solectron Corp. (1991, 1997) SJSU Bus 142 - David Bentley

  27. Awards & Prizes - 4 • President’s Quality Award [PQA] (US) • European Foundation for Quality Management (Europe) • National Quality Institute (Canada) • Business Excellence Award (Australia) • Etc., etc., etc. SJSU Bus 142 - David Bentley

  28. “Value” of Awards & Prizes • Shows effort • May largely be dependent on money spent • Used in advertising (e.g., Cadillac – 1990) • Doesn’t reflect customer view SJSU Bus 142 - David Bentley

  29. “Old” ISO 9000 Standards • ISO 9000 (series) • ISO 9001(design, develop, produce, install, service) • ISO 9002 (no design and development) • ISO 9003 (final inspection and testing) • ISO 9004 (QMS application guidelines) SJSU Bus 142 - David Bentley

  30. ISO 9000:2000 Standards - 1 • ISO 9000 (QMS - Fundamentals and vocabulary) • ISO 9001 (QMS - Requirements) • ISO 9004 (QMS Guidance for performance improvement) • ISO 19011 (Guidelines on Quality and/or Environmental Management Systems Auditing) SJSU Bus 142 - David Bentley

  31. ISO 9000:2000 Standards - 2 • ISO 10005:1995 (Quality management – Guidelines for quality plans) • ISO 10006:1997 (Quality management – Guidelines to quality in project management) • ISO 10007:1995 (Quality management – Guidelines for configuration management) • ISO/DIS 10012 and 10012:1997 (Quality assurance requirements for measuring equipment) • ISO 10014:1998 (Guidelines for managing the economics of quality) • ISO 10015:1999 (Guidelines for training) SJSU Bus 142 - David Bentley

  32. Automotive Industry • QS-9000 • Common supplier quality standard • Used by Ford, GM, Daimler-Chrysler • Based on ISO 9001:1994 • ISO/TS 16949:1999 • Quality systems – Automotive suppliers – Particular requirements for the application of ISO 9001:1994 SJSU Bus 142 - David Bentley

  33. ISO Registration (Certification) • What’s been good • Focus on quality • Demonstrates effort • What’s been bad (mostly fixed in ISO 9000:2000 • Becomes mechanical • Emphasizes conformance to documentation, not meeting QUALITY • Doesn’t include customer view SJSU Bus 142 - David Bentley

  34. Six Sigma Quality - 1 • Latest popular approach to Quality • Overall objective is to find and eliminate causes of defects in manufacturing ad service processes • ± 6 standard deviations (6) from the process mean = 0.0003% defects • Represents a goal SJSU Bus 142 - David Bentley

  35. Six Sigma Quality - 2 • Concept developed at Motorola by Bill Smith • Best in class = General Electric • Certification from ASQ on processes to support Six Sigma • Many consulting and training firms on how to implement Six Sigma SJSU Bus 142 - David Bentley

  36. Six Sigma at GE • “The central idea behind Six Sigma is that if you can measure how many ‘defects’ you have in a process, you can systematically figure out how to eliminate them and get as close to ‘zero defects’ as possible.” Making Customers Feel Six Sigma Quality SJSU Bus 142 - David Bentley

  37. Quality Today • Reflects a blend of concepts and contributions from the “pioneers” (“gurus”) • Stresses organization-wide TQM • Emphasizes the role of the front-line worker (authority and responsibility) • Seeks to recognizeachievement through prizes and certification SJSU Bus 142 - David Bentley

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