1. Quality People: a brief overview of..
Edward Deming
Joseph M. Juran
Philip Crosby

2. Total Quality Management from “Out of the Crisis”
Edward Deming
"It is not enough to just do your best or work hard. You must know what to work on."- W. Edwards Deming
Summary of 14 points of
Total Quality Management from “Out of the Crisis”

3. Edward Deming MS in physics and mathematics Doctorate in physics
Moved towards statistics
US Census bureau 1940
Started private practice in 1946 emphasizing statistical sampling and quality control
Influential work in Japan heralded their economic rise in the automotive industry
Edward Deming

4. Clarify your Concept Define your mission/Goal
TQM points summary
Define your mission/Goal
Aim for constant improvement in the services offered to your clients
Edward Deming

5. Realize your Concept
TQM points summary
Have a long term, not short term profit orientation
Find, understand, and root out the 4 detriments: fear, jealously, anger, revenge
Eliminate practices that undermine workers’ self/mutual respect and motivation
Maintain or enhance the self esteem of other
Foster all chances for pride in workmanship and sharing in the improvement process
Edward Deming

6. System and Process Management
TQM points summary
85/15 rule (Theory of Profound knowledge)
85% of a worker’s effectiveness is determined by the system he works in, only 15% by his own skill
When you understand the importance of quality and timeliness of inputs from suppliers, you’ll stop buying on low-bid
Monitor outputs throughout i.e. prevention over inspection
Edward Deming

7. Constant Learning Before hiring: rigorous pre-screening
TQM points summary
Before hiring: rigorous pre-screening
Before working: rigorous pre-work training
Retrain on the job
Management must constantly learn from entire team, clients, and competitors
Edward Deming

8. Team and Leaders
TQM points summary
All levels of the organization must be involved with full commitment at the top
Eliminate performance ratings
Emphasize stability and constancy of effort
Involve the whole team in major decisions
Involve clients, suppliers, and staff for feedback loops
Edward Deming

9. Reap the Rewards Spread Profits/rewards to team members
TQM points summary
Spread Profits/rewards to team members
Empower people to take charge
Encourage pride in deliverery of the product
Spread what you have learned
Edward Deming

10. “Quality Control Handbook” Planning, Improvement, Control
Joseph M. Juran
“Quality Control Handbook”
Quality Trilogy:
Planning, Improvement, Control
FOR MORE INFO...

11. History 1926, a pioneer at Bell Laboratories
Statistical inspection department was one of the first of its kind
1937 chief of Western Electric’s Industrial Engineering office
Focused on methods of quality improvement
Joseph Juran

12. Six Sigma Breakthrough
Created at Motorola in the 80’s to achieve breakthrough results based on fundamentals of Juran
Six Sigma capability means 12 standard deviations of process output between the upper and lower specification limits
Therefore, no more than 3.4 parts per million fall outside of the specification limit
Joseph Juran

13. Six Sigma Philosophy A methodology to drive out waste
Improve quality, cost and time performance of any business
Achieved through a series of successful projects
Green belt, black belt, and master black belt levels
Joseph Juran

14. Quality Planning Identify who are the customers
Quality Trilogy
Identify who are the customers
Determine the needs of the 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
Joseph Juran

15. Quality Improvement
Quality Trilogy
Develop a process which is able to produce the product
Optimize the process
Joseph Juran

16. Quality Control
Quality Trilogy
Prove that the process can produce the product under operating conditions with minimal inspection
Transfer the process to operations
Joseph Juran

17. The Cost of Poor Quality
Philip Crosby
The Cost of Poor Quality

18. History Experience from the assembly line Focused on zero defects
Many years of experience with Martin-Marietta and 14 years as vice-president if ITT
Philip Crosby

19. 4 Absolutes of Quality Management
Quality is defined as conformance to requirements, not as goodness or elegance
The system for causing quality is prevention, not appraisal
Performance standard must be zero defect, not “close enough”
The measurement of quality is the price of non-conformance
Philip Crosby

20. Another worth noting: Taguchi
First person to equate quality with cost
Focus on loss of quality rather than quality itself
Costs of reworking, scrapping, maintenance costs, downtime, warranty claims, etc.
Optimize process and product prior to production vs. emphasizing the achievement of quality through inspection
Use prototyping to optimize
Genichi Taguchi

21. For more information on quality leaders
Management Thought Leaders
The Quality Gurus