1. Quality: definitions and some key gurus
MST326 lecture 1
11 January 2007
MATS326/gurus.ppt

2. Your lecturer for the module
Dr John Summerscales
Reader in Composites Engineering
School of Engineering
Reynolds Room 008
11 January 2007
MATS326/gurus.ppt

3. Quality: definitions (Concise Oxford Dictionary, 1979)
degree of excellence
faculty, skill, accomplishment
high rank or social standing
(logic) being affirmative or negative
distinctive character (of sound, voice etc.)
concerned with maintenance of high quality (quality control)
11 January 2007
MATS326/gurus.ppt

4. Quality: definition (Bergman and Klefsjö, 1994)
“The quality of a product
(article or service)
is its ability to satisfy
the needs and expectations
of the customers”
11 January 2007
MATS326/gurus.ppt

5. Quality: definition (ISO 8402/ISO 9000)
“Quality is the totality of
features and characteristics
of a product or service
that bear on its ability to
satisfy stated or implied needs”
11 January 2007
MATS326/gurus.ppt

6. Quality Gurus W Edwards Deming Joseph Juran Philip Crosby
Shigeo Shingo
Kaoru Ishikawa
Yoshio Kondo
Taiichi Ohno
11 January 2007
MATS326/gurus.ppt

7. W Edwards Deming (1900-1993) the key to quality: reducing variation
Electrical Engineering, University of Wyoming, 1921
PhD, Yale University
Western Electric Hawthorne, Chicago
US census statistician, 1939/40
Teaching Shewhart methods, 1942
invited to Japan after the war ....
Quality, Productivity and Competitive Position, 1982
Out of the Crisis, 1986/88
British Deming Association, Salisbury
11 January 2007
MATS326/gurus.ppt

8. W Edwards Deming
regarded by the Japanese as the chief architect of their industrial success
“all processes are vulnerable to loss of quality through variation: if levels of variation are managed, they can be decreased and quality raised”
quality is about people, not products
11 January 2007
MATS326/gurus.ppt

9. W Edwards Deming Core element is the “management circle”
planning
do/implementation
check/study
action
PDCA (or PISA) cycle
Continuous improvement (Kaizen)
teamwork and competence in problem solving
11 January 2007
MATS326/gurus.ppt

10. W Edwards Deming
“Out of the Crisis” is “required reading for every chief executive in British industry who is serious about ensuring the international competitiveness of his company” Sir John Egan (Jaguar Cars) in Director magazine, September 1988
11 January 2007
MATS326/gurus.ppt

11. W Edwards Deming Out of the Crisis (1984)
having a satisfied customer is not enough
profit in business comes from
repeat customers
customers that boast about your product and service
customers that bring friends with them
necessary to anticipate customer needs
11 January 2007
MATS326/gurus.ppt

12. W Edwards Deming fourteen points
1 create constancy of purpose for continual improvement of products and service
2 adopt the new philosophy created in Japan
3 cease dependence on mass inspection build quality into the product
4 end lowest tender contract: require meaningful quality along with price
5 improve constantly and forever every process for planning, production and service
11 January 2007
MATS326/gurus.ppt

13. W Edwards Deming fourteen points
6 institute modern methods of training on the job for all, including management
7 adopt and institute leadership aimed at helping people do a better job
8 drive out fear encourage effective two-way communication
9 break down barriers between departments and staff areas
10 eliminate exhortations for the workforce they only create adversarial relationships
11 January 2007
MATS326/gurus.ppt

14. W Edwards Deming fourteen points
11 eliminate quotas and numerical targets substitute aid and helpful leadership
12 remove barriers to pride of workmanship including annual appraisals and management by objectives
13 encourage education and self improvement for everyone
14 define top management permanent commitment to ever improving quality and productivity and their obligation to implement all these principles
11 January 2007
MATS326/gurus.ppt

15. Joseph Juran (1904-2008) company wide quality cannot be delegated
Western Electric manufacturing, 1920s
AT&T manufacturing
Quality Control Handbook, 1951
Management of Quality courses
Juran on Planning for Quality, 1988
died aged 103 of natural causes
11 January 2007
MATS326/gurus.ppt

16. Joseph Juran structure CWQM concept: Company-Wide Quality Management
essential for senior managers to
involve themselves
define the goals
assign responsibilities
measure progress
11 January 2007
MATS326/gurus.ppt

17. Joseph Juran empowerment of the workforce
quality linked to human relations and teamwork
key elements
identifying customers and their needs
creating measurements of quality
planning processes to meet quality goals
continuous improvements
11 January 2007
MATS326/gurus.ppt

18. Philip Crosby (1926-2001) conformance to requirements
Martin missiles
QM at ITT, then corporate VP
1979: Quality is Free
Philip Crosby Associates Inc.
1984: Quality without Tears
“Do It Right First Time”
“Zero Defects”
11 January 2007
MATS326/gurus.ppt

19. Philip Crosby Four absolutes of quality management
quality is defined as conformance to requirements, not as goodness or elegance
the system for creating quality is prevention, not appraisal
the performance standard must be Zero defects, not that’s close enough
the measurement of quality is the Price of Nonconformance, not indices
11 January 2007
MATS326/gurus.ppt

20. Philip Crosby
1992: “Quality, meaning getting everyone to do what they have agreed to do and to do it right first time is the skeletal structure of an organisation, finance is the nourishment and relationships are the soul”
11 January 2007
MATS326/gurus.ppt

21. Philip Crosby
manufacturing companies spend around 20% of revenue doing things wrong, then doing them over again
service companies may spend 35% of operating expenses in a similar way
11 January 2007
MATS326/gurus.ppt

22. Four Absolutes of Quality Management (Crosby, 1979)
Cost of Quality classified as:
Prevention costs
Appraisal costs
Failure costs
11 January 2007
MATS326/gurus.ppt

23. Cost of Quality: prevention costs
design reviews
product qualification
drawing checking
engineering quality orientation
supplier evaluations
supplier quality seminars
specification review
process capability studies
tool control
operation training
quality orientation
acceptance planning
zero defects programme
Quality Audits
preventative maintenance
11 January 2007
MATS326/gurus.ppt

24. Cost of Quality: appraisal costs
prototype inspection and test
production specification conformance analysis
supplier surveillance
receiving inspection and test
product acceptance
process control acceptance
packaging inspection
status measurement and reporting
11 January 2007
MATS326/gurus.ppt

25. Cost of Quality: failure costs
consumer affairs
redesign
engineering change order
purchasing change order
corrective action costs
rework
scrap
warranty
service after service
product liability
11 January 2007
MATS326/gurus.ppt

26. Shigeo Shingo (1909-1990) Poka-Yoke: mistake-proofing
1930: ME degree from Yamanashi Tech
Taipei Railway Factory, Taiwan
consultant with Japan Management Assn
1955: training at Toyota Motor Company
1959: Institute of Management Improvement
: concept of Poka-Yoke
11 January 2007
MATS326/gurus.ppt

27. Shigeo Shingo Poka-Yoke: mistake-proofing
identify errors before they become defects
stop the process whenever a defect occurs, define the source and prevent recurrence
1967: source inspection + improved PY
prevented the worker from making errors so that defects could not occur
Zero Quality Control
11 January 2007
MATS326/gurus.ppt

28. Kaoru Ishikawa (1915-1989) Pareto and cause-and-effect diagrams
1939: engineering. graduate (Tokyo University)
1947: Assistant Professor
: Company-wide QC movement
1960: Professor (Tokyo University)
11 January 2007
MATS326/gurus.ppt

29. Kaoru Ishikawa “quality does not only mean the quality of the product,
but also of after sales service,
quality of management,
the company itself
and human life”
11 January 2007
MATS326/gurus.ppt

30. Kaoru Ishikawa (points 1-7 of 15)
product quality is improved and becomes uniform. Defects are reduced
reliability of goods is improved
cost is reduced
quantity of production is increased, rational production schedules are possible
wasteful work and rework are reduced
technique is established and improved
inspection and testing costs are reduced
11 January 2007
MATS326/gurus.ppt

31. Kaoru Ishikawa (points 8-15 of 15)
rational contracts between vendor/vendee
sales market is enlarged
better relationships between departments
false data and reports are reduced
freer, more democratic discussions
smoother operation of meetings
more rational repairs and installation
improved human relations
11 January 2007
MATS326/gurus.ppt

32. Yoshio Kondo (b.1924) motivation of employees is important
1945: graduated from Kyoto University
1961: doctorate in engineering & Prof
1987 Emeritus Professor
1989: Human Motivation
- a key factor for management
1993: Companywide Quality Control
leadership is central to implementation of TQM
11 January 2007
MATS326/gurus.ppt

33. Yoshio Kondo Human work should include: creativity physical activity
the joy of thinking
physical activity
the joy of working with sweat on the forehead
sociality
the joy of sharing pleasure and pain with colleagues
11 January 2007
MATS326/gurus.ppt

34. Yoshio Kondo Four points of action to support motivation
when giving work instruction, clarify the true aims of the work
see that people have a strong sense of responsibility towards their work
give time for the creation of ideas
nurture ideas and bring them to fruition
11 January 2007
MATS326/gurus.ppt

35. Yoshio Kondo Leaders must have a dream (vision and shared goals)
strength of will and tenacity of purpose
ability to win the support of followers
ability to do more than their followers, without interfering when they can do it alone
successes
ability to give the right advice
11 January 2007
MATS326/gurus.ppt

36. Taiichi Ohno (1912-1990) graduated with mech eng degree from Nogoya
worked for the Toyoda Weaving Company
1939: Toyota Motor as machine shop manager
1988: Workplace Management ~ just-in-time and Toyota Production System (later known as Lean Manufacturing).
regarded as the father of Just-In-Time (JIT) at Toyota.
11 January 2007
MATS326/gurus.ppt

37. Ohno: seven forms of waste
overproduction
waiting
transportation
motion
inventory
defects
overprocessing
11 January 2007
MATS326/gurus.ppt