Content

• What is Quality

• Quality in an organization

• What got us here?

• Deming – 14 points

• Dr. Juran – Trilogy

• Quality Improvement

• Quality Professional

• How can you make a difference?

What is Quality?

Webster’s Dictionary

degree of excellence of a thing

American Society for Quality

totality of features and characteristics that satisfy needs

Consumer’s and Producer’s Perspective

Fitness for use

• how well product or service does what it is supposed to

Quality of design

• designing quality characteristics into a product or service

A Mercedes and a Ford are equally “fit for use,” but with different design dimensions

What is Quality?

What is wrong?

Thinking that Quality is expensive; it lowers productivity

Thinking that Quality is intangible; it cannot be managed

Thinking that Poor quality means poor workers

Thinking that Quality is the responsibility of quality department only

Thinking that Quality is a Department

Thinking that Quality is role specific

Thinking that Quality is someone else’s job

Thinking that Quality is not a major issue; it has little impact on the company

What is not Quality?

Quality is not a “cost center”

Quality is not final inspection

Quality is not something that someone else has in their job description

Where do we go from here?

We must go back to the past………. Back to the basics

Basics …………..

Which Quality leaders have been advocating from many years

Deming -------- 14 Points

From Deming's 14 Points :

Create constancy of purpose

Adopt a new philosophy

Drive Out Fear

Break down barriers between departments

Remove barriers that rob workers…of their right to pride of workmanship

Institute a vigorous program of education and self improvement

QI* Company

*QI = Quality Improvement

Ordinary Company QI* Company

Quality is expensive. Quality leads to lower costs.

Inspection is the key to quality. Inspection is too late. Workers should

produce defect-free goods, right at first time

Defects are caused by workers. Most defects are caused by the system

Rewarding the best performers and

punishing the worst will lead to

greater productivity and creativity

Most variation is caused by the systems that

judge, punish, destroy teamwork.

Profits are made by keeping

revenue high and costs down. Profits are generated by loyal customers.

Dr. Juran -------- Trilogy

From Dr. Juran’s Trilogy:

Quality Planning:

Determine who the customers are.

Determine the needs of the customers.

Develop product features that respond to customer’s needs.

Develop processes that are able to produce those product features.

Quality Control:

Evaluate actual Quality Performance.

Compare actual performance to quality goals.

Act on the differences

Dr. Juran -------- Trilogy

From Dr. Juran’s Trilogy:

Quality Improvement:

Establish the infrastructure needed to secure quality improvement

Identify specific needs for improvement – the improvement projects

Provide the resources, motivation, and training to teams

Quality Improvement

Customers – Internal & External

The Voice of the Customer describes the spoken and unspoken true needs

of the recipient of one’s goods or services.

The customer can be both internal and external, and its voice cannot be

overlooked.

Who are your external customers?

Who are your internal customers?

Quality Improvement

Quality Improvement - Pathway

Stakeholder involvement:

Quality Circles

Process Improvement Teams

Information Sharing

Communication Pathways:

Feedback Systems (more than just a suggestion box)

Customer Satisfaction Index-Internal Customers

Effective Audits

Training and Mentoring:

Quality Training

Team Training

Mentoring Programs

Quality Improvement - Pathway

Be a Quality Professional

Quality Improvement

What is a Quality Professional?

A Quality Professional is ANY person that has a passion, zeal, and

discipline for:

Doing the right things at the right times…for the right reasons.

Empowering others through training, communication, better tools,

and mentorship.

Focused on improving systems, processes, and performance as a

result of heeding the Voice Of the Customer.

Quality Improvement

How can you make a difference?

Starting point for improvement - recognize the need

Be an agent for change in your organization

Show people how to prevent problems, not just identify them

Promote quality’s image - Inside & outside

Constantly learn more about quality

Educate, train, and support those who do the work