11 January 2007 MATS326/gurus.ppt
Quality: definitionsand some key gurus
MST326 lecture 1
11 January 2007 MATS326/gurus.ppt
Your lecturer for the module
Dr John Summerscales
Reader in Composites EngineeringSchool of Engineering Reynolds Room 008 01752.23.2650 [email protected] http://www.plym.ac.uk/staff/jsummerscales
11 January 2007 MATS326/gurus.ppt
Quality: definitions (Concise Oxford Dictionary, 1979)
• degree of excellence
• faculty, skill, accomplishment
• high rank or social standing
• (logic) being affirmative or negative
• distinctive character (of sound, voice etc.)
• concerned with maintenance of high quality (quality control)
11 January 2007 MATS326/gurus.ppt
Quality: definition (Bergman and Klefsjö, 1994)
“The quality of a product
(article or service)
is its ability to satisfy
the needs and expectations
of the customers”
11 January 2007 MATS326/gurus.ppt
Quality: definition(ISO 8402/ISO 9000)
“Quality is the totality of
features and characteristics
of a product or service
that bear on its ability to
satisfy stated or implied needs”
11 January 2007 MATS326/gurus.ppt
Quality Gurus• W Edwards Deming
• Joseph Juran
• Philip Crosby
• Shigeo Shingo
• Kaoru Ishikawa
• Yoshio Kondo
• Taiichi Ohno
11 January 2007 MATS326/gurus.ppt
W Edwards Deming (1900-1993)the key to quality: reducing variation• Electrical Engineering,
University of Wyoming, 1921
• PhD, Yale University
• Western Electric Hawthorne, Chicago
• US census statistician, 1939/40
• Teaching Shewhart methods, 1942
• invited to Japan after the war ....
• Quality, Productivity and Competitive Position, 1982
• Out of the Crisis, 1986/88
• British Deming Association, Salisbury
11 January 2007 MATS326/gurus.ppt
W Edwards Deming
• regarded by the Japanese as the chief architect of their industrial success
• “all processes are vulnerable to loss of quality through variation: if levels of variation are managed, they can be decreased and quality raised”
• quality is about people, not products
11 January 2007 MATS326/gurus.ppt
W Edwards Deming
• Core element is the “management circle”• planning• do/implementation• check/study• action• PDCA (or PISA) cycle
• Continuous improvement (Kaizen)• teamwork and competence in problem solving
11 January 2007 MATS326/gurus.ppt
W Edwards Deming
• “Out of the Crisis” is “required reading for every chief executive in British industry who is serious about ensuring the international competitiveness of his company”Sir John Egan (Jaguar Cars)in Director magazine, September 1988
11 January 2007 MATS326/gurus.ppt
W Edwards Deming
• Out of the Crisis (1984)• having a satisfied customer is not enough• profit in business comes from
• repeat customers• customers that boast about your product and
service• customers that bring friends with them
• necessary to anticipate customer needs
11 January 2007 MATS326/gurus.ppt
W Edwards Demingfourteen points1 create constancy of purpose
for continual improvement of products and service
2 adopt the new philosophy created in Japan
3 cease dependence on mass inspectionbuild quality into the product
4 end lowest tender contract:require meaningful quality along with price
5 improve constantly and forever every processfor planning, production and service
11 January 2007 MATS326/gurus.ppt
W Edwards Demingfourteen points6 institute modern methods of training on the job
for all, including management
7 adopt and institute leadershipaimed at helping people do a better job
8 drive out fearencourage effective two-way communication
9 break down barriersbetween departments and staff areas
10 eliminate exhortations for the workforcethey only create adversarial relationships
11 January 2007 MATS326/gurus.ppt
W Edwards Demingfourteen points11 eliminate quotas and numerical targets
substitute aid and helpful leadership
12 remove barriers to pride of workmanshipincluding annual appraisalsand management by objectives
13 encourage education and self improvementfor everyone
14 define top management permanent commitmentto ever improving quality and productivityand their obligation to implement all these principles
11 January 2007 MATS326/gurus.ppt
Joseph Juran (1904-2008)company wide quality cannot be delegated
• Western Electric manufacturing, 1920s
• AT&T manufacturing
• Quality Control Handbook, 1951
• Management of Quality courses
• Juran on Planning for Quality, 1988
• died aged 103 of natural causes
11 January 2007 MATS326/gurus.ppt
Joseph Juran
• structure CWQM concept: Company-Wide Quality Management
• essential for senior managers to• involve themselves• define the goals• assign responsibilities• measure progress
11 January 2007 MATS326/gurus.ppt
Joseph Juran
• empowerment of the workforce
• quality linked to human relations and teamwork
• key elements• identifying customers and their needs• creating measurements of quality• planning processes to meet quality goals• continuous improvements
11 January 2007 MATS326/gurus.ppt
Philip Crosby (1926-2001)conformance to requirements
• Martin missiles
• QM at ITT, then corporate VP
• 1979: Quality is Free
• Philip Crosby Associates Inc.
• 1984: Quality without Tears
“Do It Right First Time”
“Zero Defects”
11 January 2007 MATS326/gurus.ppt
Philip CrosbyFour absolutes of quality management
• quality is defined as conformance to requirements, not as goodness or elegance
• the system for creating quality is prevention, not appraisal
• the performance standard must be Zero defects, not that’s close enough
• the measurement of quality is the Price of Nonconformance, not indices
11 January 2007 MATS326/gurus.ppt
Philip Crosby
• 1992: “Quality, meaning getting everyone to do what they have agreed to do and to do it right first time is the skeletal structure of an organisation, finance is the nourishment and relationships are the soul”
11 January 2007 MATS326/gurus.ppt
Philip Crosby
• manufacturing companies spend around 20% of revenue doing things wrong, then doing them over again
• service companies may spend 35% of operating expenses in a similar way
11 January 2007 MATS326/gurus.ppt
Four Absolutes of Quality Management (Crosby, 1979)
Cost of Quality classified as: Prevention costs Appraisal costs Failure costs
11 January 2007 MATS326/gurus.ppt
Cost of Quality: prevention costs• design reviews
• product qualification
• drawing checking
• engineering quality orientation
• supplier evaluations
• supplier quality seminars
• specification review
• process capability studies
• tool control
• operation training
• quality orientation
• acceptance planning
• zero defects programme
• Quality Audits
• preventative maintenance
11 January 2007 MATS326/gurus.ppt
Cost of Quality: appraisal costs• prototype inspection and test
• production specification conformance analysis
• supplier surveillance
• receiving inspection and test
• product acceptance
• process control acceptance
• packaging inspection
• status measurement and reporting
11 January 2007 MATS326/gurus.ppt
Cost of Quality: failure costs• consumer affairs
• redesign
• engineering change order
• purchasing change order
• corrective action costs
• rework
• scrap
• warranty
• service after service
• product liability
11 January 2007 MATS326/gurus.ppt
Shigeo Shingo (1909-1990)Poka-Yoke: mistake-proofing
• 1930: ME degree from Yamanashi Tech
• Taipei Railway Factory, Taiwan
• consultant with Japan Management Assn
• 1955: training at Toyota Motor Company
• 1959: Institute of Management Improvement
• 1961-64: concept of Poka-Yoke
11 January 2007 MATS326/gurus.ppt
Shigeo Shingo
• Poka-Yoke: mistake-proofing• identify errors before they become defects• stop the process whenever a defect occurs,
define the source and prevent recurrence
• 1967: source inspection + improved PY• prevented the worker from making errors
so that defects could not occur• Zero Quality Control
11 January 2007 MATS326/gurus.ppt
Kaoru Ishikawa (1915-1989)Pareto and cause-and-effect diagrams
• 1939: engineering. graduate (Tokyo University)
• 1947: Assistant Professor
• 1955-60: Company-wide QC movement
• 1960: Professor (Tokyo University)
11 January 2007 MATS326/gurus.ppt
Kaoru Ishikawa
“quality does not only mean
the quality of the product,
but also of after sales service,
quality of management,
the company itself
and human life”
11 January 2007 MATS326/gurus.ppt
Kaoru Ishikawa (points 1-7 of 15)• product quality is improved and becomes
uniform. Defects are reduced• reliability of goods is improved• cost is reduced• quantity of production is increased,
rational production schedules are possible• wasteful work and rework are reduced• technique is established and improved• inspection and testing costs are reduced
11 January 2007 MATS326/gurus.ppt
Kaoru Ishikawa (points 8-15 of 15)
• rational contracts between vendor/vendee• sales market is enlarged• better relationships between departments• false data and reports are reduced• freer, more democratic discussions• smoother operation of meetings• more rational repairs and installation• improved human relations
11 January 2007 MATS326/gurus.ppt
Yoshio Kondo (b.1924)motivation of employees is important
• 1945: graduated from Kyoto University
• 1961: doctorate in engineering & Prof
• 1987 Emeritus Professor
• 1989: Human Motivation- a key factor for management
• 1993: Companywide Quality Control• leadership is central to implementation of TQM
11 January 2007 MATS326/gurus.ppt
Yoshio Kondo
• Human work should include:• creativity
• the joy of thinking
• physical activity• the joy of working with sweat on the forehead
• sociality• the joy of sharing pleasure and pain with
colleagues
11 January 2007 MATS326/gurus.ppt
Yoshio Kondo
• Four points of actionto support motivation• when giving work instruction,
clarify the true aims of the work• see that people have a strong sense
of responsibility towards their work• give time for the creation of ideas• nurture ideas and bring them to fruition
11 January 2007 MATS326/gurus.ppt
Yoshio Kondo
• Leaders must have• a dream (vision and shared goals)• strength of will and tenacity of purpose• ability to win the support of followers• ability to do more than their followers,
without interfering when they can do it alone
• successes• ability to give the right advice
11 January 2007 MATS326/gurus.ppt
Taiichi Ohno (1912-1990)• graduated with mech eng degree from Nogoya
• worked for the Toyoda Weaving Company
• 1939: Toyota Motor as machine shop manager
• 1988: Workplace Management ~ just-in-time and Toyota Production System
(later known as Lean Manufacturing).
• regarded as the father of Just-In-Time (JIT) at Toyota.
11 January 2007 MATS326/gurus.ppt
Ohno: seven forms of waste
• overproduction
• waiting
• transportation
• motion
• inventory
• defects
• overprocessing
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