1. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 12 - 1 Chapter 2 Quality Theory

2. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 2  What is Theory?  Leading Contributors to Theory  Viewing Quality Theory from a Contingency Perspective  Theoretical Framework for Quality Management Quality Theory Chapter 2

3. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 3 A coherent group of general propositions used as principles of explanation for a class of Phenomena Quality Theory What is Theory?

4. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 4 Quality Theory What is Theory? Quality Improvement Worker Morale A Theoretical Model Relating Quality Improvement to Worker

5. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 5 Quality Theory What is Theory? For a theory to be complete it must have 4 elements:  What  How  Why  Who - Where - When

6. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 6 Quality Theory What is Theory? Quality Improvement Worker Morale  What Involves which variables or factors are included in the Model. The Variables are the “What” of the model

7. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 7 Quality Theory What is Theory? Quality Improvement Worker Morale  How The nature, direction and extent of the model. This is Represented by the arrow in the model

8. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 8 Quality Theory What is Theory? Quality Improvement Worker Morale  Why The Theoretical glue that holds the model together.

9. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 9 Quality Theory What is Theory? Quality Improvement Worker Morale  Who - Where - When Place contextual bounds on the model.

10. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 10 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 1. Create a consistency of purpose toward improvement of product and service with the aim to become competitive, stay in business and provide jobs

11. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 11 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 2. Adopt a new philosophy: We are in a new economic age

12. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 12 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 3. Cease dependence on mass inspections to improve quality

13. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 13 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 4. End the practice of awarding business on the basis of price tag alone.

14. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 14 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 5. Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease cost

15. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 15 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 6. Institute training on the job.

16. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 16 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 7. Improve leadership

17. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 17 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 8. Drive out fear so that everyone may work effectively for the company

18. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 18 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 9. Break down barriers between departments

19. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 19 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 10. Eliminate slogans, exhortations and targets for the workforce that ask for zero defects and new levels of productivity

20. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 20 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 11. Eliminate work standards on the factory floor

21. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 21 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 12. Remove barriers that rob workers of their right to pride in the quality of their work

22. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 22 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 13. Institute a vigorous program of education and self improvement

23. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 23 Quality Theory Leading Contributors to Theory Deming 14 Points for Management 14. Put everybody in the company to work to accomplish the transformation

24. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 24 Quality Theory Leading Contributors to Theory Juran The Juran Trilogy  Planning  Control  Improvement

25. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 25 Quality Theory Leading Contributors to Theory Juran The Juran Trilogy  Planning  Control  Improvement Provide the operating forces with the means of producing products that meet the customers needs.

26. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 26 Quality Theory Leading Contributors to Theory Juran The Juran Trilogy  Planning  Control  Improvement Control vs. Breakthrough

27. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 27 Quality Theory Leading Contributors to Theory Juran The Juran Trilogy  Planning  Control  Improvement Project by project improvement

28. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 28 Quality Theory Leading Contributors to Theory Juran Pareto’s Law or the 80/20 rule The majority of quality problems are the result of relatively few causes.

29. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 29 Quality Theory Leading Contributors to Theory Ishikawa  Training  Continuous Improvement  Statistical quality control

30. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 30 Quality Theory Leading Contributors to Theory Crosby  Zero Defects  Behavior and motivational aspects of quality improvement

31. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 31 Quality Theory Leading Contributors to Theory The Rest of the Pack  Camp  Peters  Hammer & Champy  Covey

32. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 32 Quality Theory Quality Theory from a Contingency Perspective There is a mass of contradictory information… it is best to focus on fundamental Questions:  What are our strengths?  What are our competencies?  In what areas do we need to improve?  What are our competitors doing to improve?  What is our organizational structure?

33. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 33 Quality Theory Quality Theory from a Contingency Perspective Core Variables  Leadership  Information Analysis  Strategic Planning  Employee Improvement  Quality Assurance  Customer role in Quality  Quality Department  Environment  Philosophy Driven  Quality Breakthrough  Project/team-based improvement

34. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 34 Quality Theory Summary  Information Analysis  Team Building  Strategic Planning  Quality Department Role  Breakthrough

35. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 2 - 35 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.