Professional Documents
Culture Documents
Marsha Ludwig-Becker
4/1/05
321-452-4863
Becker2@worldnet.att.net
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Quality Basics
A. Quality Basics
Terms, Concepts, Principles
1. Qualitydefinition
2. Systems and processes
3. The importance of employees
4. Quality planning
5. Variation
B. Benefits of Quality
How each stakeholder benefits and how the benefits
differ
C. Quality Philosophiesunderstand and be able to apply
1. Deming (14 points)
2. Juran (Trilogy)
3. Crosby (Zero Defects)
Definitions of Quality
Juran (1992) says it is fitness for use
Demings (1986) says Quality Control
does not mean achieving perfection. It
means the efficient production of quality
that the market expects
Crosby (1979) defines quality as
conformance to requirements
Determinants of Quality
The product or service should meet
high quality standards for:
Reliabilityperform for the rated
life with predictable performance
Serviceabilitythe product should
be repaired or replaced in an easy
or convenient way
Maintainabilityrepair should be
easy
Safetyshould be safe and
provide security where applicable
Attractivenesscustomer may
desire
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Organizational Quality
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Outputs
Examples:
Invoices
Computer software
Clinical devices
Computer chip
Banking service
Subassembly process
This is a process!
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A System
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Quality Planning
Strategic planning should include:
A vision and statement of purpose for the company
Review previously gathered environmental data
Consider corporate strengths and weaknesses
Make assumptions about factors,outside company
control
Establish appropriate goals
Develop steps (strategic and tactical) for
implementation
Evaluate performance to goals
Reevaluate the above steps for perpetual use
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Quality Planning
Put your planning in a quality plan
Key terms: control plan, critical quality
characteristics, quality characteristic, quality
plan, quality planning
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System approach
Continual improvement
Factual approach
Mutually beneficial
supplier relationships
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Variation
The concept of Variation states that no two items will
be perfectly identical. This is a fact of life; even
identical twins differ somewhat. The concept is
basically a probability concept. (Juran/Gryna)1993.
Variation is a statistical term.
Variation/Variability
Management wants things done right, but they must
understand variability.
They must understand the difference between a
common cause and special causes.
Common cause is random or by chance, and
inherent in any process.
Special causes are referred to as assignable
because they cause a lot of variation.
When in statistical processing the process is in
control, it will show common cause variation; special
causes make it go out of control. (Someone must
then investigate and find what the cause was)
Juran/Gyrna (1993).
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Variability
SPECIFICATION BOXES
Related to SPC and Process Variation
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2
PROCESS IS OUTSIDE OF
THE SPECIFICATION LIMITS
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A Specification is a document that contains requirements for a product or a service!
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Society
Internal Company
Processes
Customers
Suppliers
Stockholders or owners
Stakeholders are those people who have an interest in the welfare and
operation of the company. They include stock holders, customers,
suppliers, company management, employees and their families, the
community and society.
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Category
Point Value
1.
Leadership
120
2.
Strategic Planning
85
3.
85
4.
Measurements,
Analysis, and
Knowledge
Management
90
5.
Human Resource
Focus
85
6.
Process Management
85
7.
Business Results
450
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Philosophies
Understand philosophies, know how they differ and
be ready to apply.
Dr. W. Edwards Deming (1900-1993):
14 points
Dr. Joseph Juran(1904- ): Trilogy
Philip B. Crosby (1928-2001): Zero
Defects
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Jurans Trilogy
Planning, Control, and Improvement
Sporadic Spike
Original zone
Of Quality Control
Quality
Planning
(design)
Quality
Improvement
20%-
Operations
Begin
40%--
Chronic waste
Time
Lessons Learned
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W.E. Deming
J.M. Juran
P. Crosby
Basic quality
orientation
Technical
Process
Motivational
What is quality?
Nonfaulty
systems
Conformance to
requirements
Who is
responsible?
Management
Management
Management
Importance of
customer
requirements
Very important
Very important
Very important
Goal of quality
Continuous
Improvement
Continuous
Improvement
Continuous
Improvement
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W.E. Deming
J.M. Juran
P. Crosby
Methods for
achieving quality
Statistical;
constancy of
purpose
Cost of quality;
14 point
quality trilogy:
program
planning, control
improvement
Breakthrough
projects; quality
teams, councils
14 step
program; cost
of quality
maturity grid
Role of training
Very important
for managers
and employees
Very important
for managers
and employees
Very important
for managers
and employees
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References
1. Juran, J.M. (1988). Jurans Quality Handbook 4th ed., New York,
McGraw Hill
2. Deming, W.E. (1986). Out of the Crisis. Cambridge, MA: Massachusetts
Institute of Technology, CAES.
3. Crosby, P.B. (1979).Quality is Free: The Art of Making Quality Certain.
New York, McGraw-Hill
4. Figenbaum, A.V. (1991). Total Quality Control. 3rd ed. Revised. Fortieth
Anniversary edition. New York McGraw-Hill
5. Kano, from Ludwig, Becker, Marsha(1998). Electronics Quality
Management Handbook, New York, McGraw-Hill
6. French, W. & Bell, Jr., C.(1999). Organizational Development:
Behavioral Science Interventions for Organizational Improvement, 6th
ed. Upper Saddle River, N.J., Prentice-Hall
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References (Contd)
7. Goetsch, D.L. & Davis, S.B. (2000). Quality Management,
Introduction to Total Quality Management for Production,
Processing and Services, 3rd ed. Upper Saddle River, NJ,
Prentice-Hall
8. Schermerhorn,Jr., J.R. (1993). Management for Productivity,
4th ed., New York, John Wiley and Sons
9. Wortman, B.,(2001). CQIA Primer, West Terre Haute, IN,
Quality Council of Indiana
10. Juran, J.M. & Gryna, F.M. (1993). Quality Planning and
Analysis, 3rd ed. New York, McGraw-Hill
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