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

2. 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

3. 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

4. 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

5. 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

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

7. 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

8. 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

9. 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 BS ISO Sigma Six Motorola = US National Quality in 1983
ICoGOIA Malacca, Malaysia

10. 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

11. 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

12. 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

13. 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

14. Quality in Japan
Now… in year 2000’s

15. 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

16. 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.

17. 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.

18. 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.

19. 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.