QUALITY MANAGEMENT (bpb 44002) Dr. Rosmaini Tasmin Faculty of Technology Management and Business UTHM Johor

Introduction to Quality Management Skilled Craftsmen All tasks by a worker Industrial Revolution When? Where? Features? Taylor’s Scientific Management Separation between planning and execution Management & labour Decomposing jobs into small work tasks Time and Motion study 18 – 19 C

Introduction to Quality Management Year Quality Milestones 1911 Frederick W. Taylor publishes The Principles of Scientific Management 1950 Dr. Deming addresses JUSE 1951 Dr. Juran publishes the Quality Control Handbook 1970 Philip Crosby introduces ZD 1979 Philip Crosby publishes Quality Is Free 1981 Ford Motor Company invites W. Edwards Deming 1987 Malcolm Baldrige National Quality Award Motorola introduces “Six Sigma” Method 2000 ISO 9000 standard is incorporated with total quality concepts

Total Quality Experts Walter Shewart In 1920s, developed control charts Introduced the term “quality assurance” W. Edwards Deming Developed courses during World War II to teach statistical quality-control techniques to engineers and executives of companies that were military suppliers After the war, began teaching statistical quality control to Japanese companies Strong emphasize on organizational change Edwards Deming 14 points for the implementing quality and productivity improvement Management is the key to the quality control practices 7 deadly diseases of management Deming recommended the Shewhart Cycle Joseph M. Juran Followed Deming to Japan in 1954 Focused on strategic quality planning Juran Trilogy 4

Total Quality Experts Armand V. Feigenbaum Philip Crosby In 1951, introduced concepts of total quality control and continuous quality improvement Proposed 19-step improvement process Modern theory of quality Philip Crosby In 1979, emphasized that costs of poor quality far outweigh the cost of preventing poor quality In 1984, defined absolutes of quality management—conformance to requirements, prevention, and “zero defects” Kaoru Ishikawa Promoted use of quality circles Developed “fishbone” diagram Emphasized importance of internal customer Strongly believe in training 5

What is Quality ??? Your Opinion? What does Dr. Juran say?

Juran’s Definitions on Quality “Fitness for Use” from customer’s perspective All about customers/users and how to meet their needs Meeting customer/users expectation Exceeding customer/users expectation Satisfying customers/users

Modern Quality Development Total Quality Management (TQM) Quality Improvement Teams International Standards Organization (ISO) Six Sigma Statistical Process Control (SPC) Dr. Deming went to Japan in1947 Dr. Ishikawa (in 1960’s) developed and delivered basic quality control courses at Sony, Nissan, Mitsubishi and Toyota

Modern Quality Development Early 1970’s, Japan’s exports into the USA and Europe skyrocketed. Ford, IBM and Xerox started to adopt Dr Deming’s principles. In 1980s, American Tom Peters suggested “Managing By Walking About” (MBWA). British Standard BS5750 + ISO 9000 + Sigma Six Motorola = US National Quality in 1983 ICoGOIA 2013 Malacca, Malaysia

Total Quality Management Inspection Quality Control and Statistical Theory Quality in Japan Total Quality Total Quality Management Quality Awards and Excellence Models Quality and Costs Business Excellence

Inspection measuring, examining, and testing products, process and services against specified requirements In 1911, Frederick W. Taylor helped to satisfy this need of framework for the effective use of people Taylor’s concepts was clearly defined tasks performed under standard conditions

Quality Control and Statistical Theory Quality Control is to detect and fix problems along the production line In 1923, Dr. W. Shewhart developed the application of statistical methods to the management of quality First modern control chart Demonstrated that variation in the production process leads to variation in product

Quality in Japan In 1940s, Japanese products were perceived as cheep, shoddy imitations. In 1950s, quality control and management developed quickly and became a main theme of Japanese management. In 1960s, Quality circles started in the early 60s

Quality in Japan Now… in year 2000’s

Total Quality ‘Total Quality’ was first used by Feigenbaum at conference on quality control at Tokyo in 1969. business leadership and MIT’s association ‘Company-wide quality control’ that involves all employees, from top management to the workers. In 1980’s, Dr. Ishikawa developed Fishbone Diagram

Total Quality Management In 1980s to the 1990s, a new phase of quality control and management began, known as Total Quality Management (TQM). Broad spectrum of quality-focused strategies, programmes and techniques. TQM includes customer focus, involvement of all employees, continuous improvement and integration of quality management into the total organisation.

Quality Awards and Excellence Models In 1988, the US initiated the Malcolm Baldrige Award. LM Malaysia, PM Quality Award Europe, in 1991 introducing European Quality Award.

Quality and Costs Direct and indirect costs associated with quality problems often far exceed the investment costs needed for quality improvements. Prevention costs vs. External failure costs.

Business Excellence TQM models are often called Business Excellence Models. TQM is an integrated philosophy of management for continuously improving the quality of products and processes. TQM is based on concept that the product and processes quality are the responsibility of everyone.