1. ENGM 620: Quality Management
Session Three – 11 September 2010
Quality Standards

2. We ain’t in Kansas Anymore

3. And Toto is Nervous Quality United States Japan Time
Time

4. But We can Compete

5. Quality Standards and Awards
Vary by country/region
Major standards and awards include:
Baldrige Award
Deming Prize
ISO registration
Caveat emptor!

6. Global Factors Physical Environment Task Environment
Proximity to labor, supply chains, resources
Seldom driven to labor costs alone
Task Environment
Regulatory environment
Manufacturing flexibility
Social Environment
Breakfast meetings in Spain?

7. Easing Global Operations
Licensing
Partnering
NCS had 44 international freight forwarders and 18 different air carriers, partnered with business logistics to simplify
Globalization – physically establish production and marketing in foreign countries

8. The Malcolm Baldridge National Quality Award
Seven Categories
Leadership
Strategic Planning
Customer and Market Focus
Measurement, Analysis and Knowledge Management
Human Resource Focus
Process Management
Business Results
Named after Malcolm Baldrige, US Secretary of Commerce from 1980 to 1987
Leadership - Senior Leadership; Governance and Social Responsibilities
Strategic Planning - Strategy Development and Strategy Deployment
Customer and Market Focus - Customer and Market Knowledge and Customer Relationships and Focus
Measurement, Analysis and Knowledge Management - Measurement, Analysis and Review of Organizational Focus; Information and Knowledge Management
Human Resource Focus - Work Systems; Employee Learning and Motivation; Employee Well-Being and Satisfaction
Process Management - Value Creation Processes; Support Processes and Operational Planning
Business Results - Customer Focused Results; Financial and Market Results; Human Resource results; Organizational Effectiveness Results; Leadership and Social Responsibility Results

9. Baldrige the Man Secretary of Commerce 1980-1987 Graduate of Yale
Passion for quality led to leader in quality and subsequent appointment to secretary

10. Deming Award
Established in 1951 by the Japanese Union of Scientists and Engineers (JUSE)
Baldrige focus is on leadership and planning whereas Deming is focused on processes

11. Deming Prize Categories Policy Organization and operations
Collecting useful Information
Analysis
Planning for the Future
Education and training
Quality assurance
Quality effects
Standardization
Control
Policy - Management of Quality Policy, Correctness and Consistency
Organization and operations - Document processes for clarifying authority and responsibility
Collecting useful Information - Document how data is passed through divisions and how it is transmitted.
Analysis - Use of prioritizing, analytical methods, statistical methods
Planning for the Future - Understand present condition, Plan for the future, promote Total Quality Control (TQC)
Education and training - Document plans and accomplishments relate to education and training
Quality assurance - Design, safety and reliability issues, process inspection, use of statistical analysis
Quality effects - Documentation of benefits, outcomes and results of quality improvement – both tangible and intangible
Standardization - Setting standards, monitoring performance and revision of standards
Control - How are Statistical Quality Control, control points, control items used?

12. Japanese TQC Deming’s 14 points + + visibility + in-process inspection
+ involvement of workforce
+ preventive maintenance

13. ISO Certification ISO = Organization for International Standards
Documentation of quality systems in a series of manuals and then adhere to the quality system
ISO 9000s – Quality Management
ISO 14000s - Environmental
ISO 9000:2000 means implemented in 2000