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Chapter 21 History of the Quality Movement Chapter 2 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by.

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Presentation on theme: "Chapter 21 History of the Quality Movement Chapter 2 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by."— Presentation transcript:

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2 Chapter 21 History of the Quality Movement Chapter 2 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by John Wiley & Sons, Inc., 1999 Prepared by Dr. Tomi Wahlström, University of Southern Colorado

3 Chapter 22 History of Quality zThere are lessons to be learned from the experiences of the successful companies. The common factors are: Focusing on customer needs, upper management in charge of quality, training the entire hierarchy to manage for quality, and employee involvement - Joseph Juran, World War II and the Quality Movement

4 Chapter 23 Modern Quality Management zBell Laboratories was the birthplace of modern quality management yWalter Shewhart: Process Oriented Quality Control zBoth Deming and Juran worked for Bell zBritish Standards 600 established 1935

5 Chapter 24 World War II zLarge expansion in quality control activities y“One may even speculate that the second World War was won by quality control and by the utilization of modern statistics. Certain statistical methods researched and utilized by the allied powers were so effective that they were classified as military secrets until the surrender of Nazi Germany.” - Kaoru Ishikawa, What is Total Quality Control

6 Chapter 25 The Postwar period zASQC was established at 1946 yChanged name to ASQ at 1997 zAfter war the attitude was that American manufacturers could sell whatever they produced, so who needed quality zJoseph Juran deserves lot of credit: x“It is important that top management be quality- minded. In the absence of sincere manifestation of interest at the top, little will happen”

7 Chapter 26 The 1960’s zBaby boomers with increased incomes were not interested in quality zOnly positive direction was the change of focus from the factory floor to the entire production process - Armand V. Feigenbaum, Total Quality Control: Engineering and Management zNo focus on people like Japanese

8 Chapter 27 The 1970’s zTroubled time for US manufacturers due to Japanese increased success yExcuses: Japan depends of cheap labor, Japanese workers are exploited, there is something in their culture, Americans are lazy zMotorola and Whirlpool were good examples of poor quality

9 Chapter 28 The 1980’s zDiscovery of quality circles and Phil Crosby yCrosby’s book Quality is Free a huge success zIshikawa brought the Japanese way of quality to US through his book What is Total Quality Control zStill, American managers still didn’t get the message

10 Chapter 29 Total Quality Management zConcept emerged during the 80’s from a variety of different sources zSEMATECH’s definition: yTQM is a holistic business management methodology that aligns the activities of all employees in an organization with the common focus of customer satisfaction through continuous improvement of all activities, goods and services

11 Chapter 210 Early TQM successes zNashua zXerox zMotorola zIntel zDayton-Hudson zCorning zHewlett-Packard

12 Chapter 211 The 1990’s zFirst clear signs of the payoffs of TQM finally emerged zSmall number of US companies raised the quality in a world class level zHowever, there were also problems yHubble Space Telescope y“The Seal of the Navel Academy is hereunto affixed” - US Naval Academy diplomas

13 Chapter 212 World Trade zGrowing importance of the world trade caused need for world wide quality standards and accelerated unification of Europe and development of third world countries zISO 9000 standards were developed

14 Chapter 213 Five American Quality Leaders zShewhart zDeming zJuran zFeigenbaum zCrosby

15 Chapter 214 Questions?

16 Chapter 215 Copyright© 1999 John Wiley & Sons Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the United States Copyright Act without the express written permission of the copyright owner is unlawful. Request for further information should be addressed to the permission department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages, caused by the use of these programs or from the use of the information contained herein.


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