Quality and Operations Management “Guiding Philosophies of Deming, Juran, and Crosby”

Deming “Basic cause of sickness …failure of top management to manage.” Focus on longer term goals and metrics Commitment to innovation and continuous improvement Management (and/or the system) is responsible for 85% of the variation (or problems) Management focus on common causes, individual focus on special causes Strong bias for the use of SPC

Deming’s 14 Points Create constancy of purpose Adopt the new philosophy Cease dependence on mass inspection End the practice of awarding business on price alone Constantly improve the system of production and service Institute modern methods for OJT Institute modern supervision methods Drive out fear Break down barriers Eliminate workforce numerical goals Eliminate work standards and numerical quotas Remove barriers that hinder workers Institute vigorous training programs Create management structure to push the other 13 points

Juran Fitness for use –quality of design –quality of conformance –availability –safety –field use Practical goals, realistic and achievable tolerances –not zero defects Cost of quality analysis to recognize economically viable targets

Juran Total Product Life Cycle Quality –product planning and analysis –design –process development –vendor selection and relationships –materials management –production planning –manufacturing process control inspection and test audits –distribution –customer service –field service –warranty and repair –end of life disposal

Juran Cost of Quality preventioninternal failure costs appraisalexternal failure costs Emphasis on separating the critical few from the trivial many –Pareto Achieve ‘breakthrough’ success –80% of problems were under management control Execute control and feedback system Perform annual quality reviews

Juran’s Breakthrough System Change attitudes to achieve breakthrough Identify the few critical projects Organize for breakthrough in knowledge Conduct analysis Overcome resistance to change Institute change Institute controls

Crosby Quality is conformance to requirements Message targetted to top management –Crosby College for top executives only –Change management’s acceptance of defects –‘Quality is free’ Management maturation grid Exhortations to workforce –‘Do it right the first time’ –Zero Defect Day celebrations –Pledge cards

Crosby’s 14 Points Management commitment Quality improvement teams Quality measurements Cost of Quality evaluations Quality awareness Corrective action programs Zero defects planning Supervisor training Zero Defects Day Goal setting Error cause removal process Recognition Quality councils Do it all over again