1920’s Quality management meant inspecting products to ensure that they met specifications.

1930’sWalter Shewhart developed the method for statistical analysis and control quality

1940’sDuring the WW II Statistical sampling techniques were used to evaluate quality, and

quality control charts were used to monitor the production process.

1950’S & 1960’Swith the help of so-called “quality gurus,” the concept took on a broader meaning. Quality began to be viewed as something that encompassed the entire organization, not only the production process.

1970’S & 1980’S North America and Western Europe suffered economically in the face of stiff competition from Japan's ability to produce high-quality goods at competitive

cost.

It was in the midst of this economic

turmoil that TQM took root.

“Today, successful companies understand that quality provides

a competitiveadvantage.

They put the customer first and define quality as meeting or

exceedingcustomer expectations.”

TQM GURUS

WALTER SHEWHART

- Grandfather of TQM “lack of information greatly hampered the efforts of control and management processes in a production environment.”

- PDSA Cycle (Plan, Do, Study, Act)

Edward Deming

Father of Quality Control

“ It is not enough to do your best; you must know what to

do, then do your best”

- Creator of PDAC (Plan, Do,

Act, Check)

Joseph Juran

Defined quality as “fitness

For use”

“Quality Trilogy”

QUALITY PLANNING

QUALITY IMPROVEMENT

QUALITY CONTROL

Philip Crosby: The Fun Uncle of the Quality Revolution.

“Do it Right the First Time”

- He popularized the idea of the "cost of poor quality", that is, figuring out how much it really costs to do things badly

COST OF QUALITY

Cost of quality (COQ) - is the sum of cost incurred by an organization in preventing poor quality. There are essentially 3 types of quality costs as given below:1. Prevention Costs2. Appraisal Costs3. Failure Costs

Prevention Cost:

• Are the planned costs incurred by an organization to ensure that no effects defects occur in any of the stages such as design, development, production and delivery of a product or service.

Appraisal Cost:

• Are incurred in verifying, checking or evaluating a product or service at various stages during manufacturing or delivering. They are incurred due to lack of confidence in the quality of the product or service either due to the incoming material or due to the process. For instance, the incoming materials are inspected, because, the receiver is not sure about the quality of the incoming goods.

Failure Cost

• Incurred by an organization because the product or service did not meet the expected requirements and the product had to be fixed or replaced or the service had to be repeated. The failure costs are due to the incurred failure of the organization to control defects in the product.

• Defective products in the market can lead to the loss of reputation and customer loyalty. One dissatisfied customer will tell 100 others, which means the loss of both present and future customers.

Kaoru Ishikawa best known for the

development of quality tools called cause-and-effect diagrams, also called fishbone or Ishikawa diagrams.

He was the first quality guru to emphasize the importance of the “internal customer,”

Dr. Genichi Taguchi - Known to be the expert of

product design- He estimates that as much as

80 percent of all defective items are caused by poor product design.

- companies should focus their quality efforts on the design stage, as it is much cheaper and easier to make changes during the product design stage than later during the production process.

Armand V. Feigenbaum - Accountability for quality: Because quality is everybody's job, it may become nobody's job“Management and employees have a total commitment to improve quality, and people learn from each other’s successes.”

Analyze the ff. figure: What are the difference of the old and new concept of quality?

Answer the ff:

• Which among the gurus would be the father of quality control. Which had the greatest impact in management?

• How is quality controlled in the old days?

Identify the gurus noted for

Walter A. Shewhart

Genichi Taguchi

Philip Crosby

Joseph M. Duran

Dr.Edward Deming

Kaoru Ishikawa

Armand V. Feigenbaum

• 14 Points of quality• Trilogy of quality• PDSA Cycle• Cost of Poor quality• Accountability for quality• Emphasizes on the

importance of “internal customer”

• Defective products are caused by “poor product design”