Theoretical Basis of Theoretical Basis of the Quality Movement the Quality Movement

Presented by Dr. Joan BurtnerPresented by Dr. Joan BurtnerCertified Quality Engineer Certified Quality Engineer

Associate Professor ofAssociate Professor ofIndustrial Engineering and Industrial Industrial Engineering and Industrial

ManagementManagementMercer UniversityMercer University

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 22

Quality Time Line Quality Time Line (part 1)(part 1)

Late 1800’s – Taylorism – Scientific Management

1920’s– Shewhart– Statistical approach– Process variation

1930’s– Dodge and Romig– Acceptance Sampling

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 33

Quality Time Line Quality Time Line (part 2)(part 2)

1950’s– Deming– Top Management Responsibility– Statistically-based approach to quality

1980’s– US industrial leaders begin to embrace quality– Deming and Taguchi– Push quality upstream into engineering design

2000 and beyond– Institutionalization of quality– Global marketplace

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 44

Deming’s Fourteen Deming’s Fourteen PointsPoints

1. Create constancy of purpose for the improvement of production or service Improve the product or service. Plan for the future Make a long-term commitment to quality Strategies required to make profits in this quarter only are different from those needed to keep the company in business for the next 20 or 30 years

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 55

Deming’s Fourteen Deming’s Fourteen PointsPoints 2. Adopt the new philosophy

New Philosophy: We cannot accept the levels of errors that could be tolerated in the past. Only management is in the position to do something about the vast majority of errors.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 66

Deming’s Fourteen Deming’s Fourteen PointsPoints 3. Cease dependence on mass

inspection. Instead, require statistical evidence that quality is built in. You can’t improve quality through inspection. 100% inspection is like planning for defects. In some cases, final inspection may still be required.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 77

Deming’s Fourteen Deming’s Fourteen PointsPoints 4. Improve the quality of

incoming material . End the practice of awarding business on the basis of price tag alone. Reduce the number of suppliers.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 88

Deming’s Fourteen Deming’s Fourteen PointsPoints 5. Improve constantly &

forever the system of production & service. Continual reduction of waste Continual improvement of quality Work on the process instead of the product.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 99

Deming’s Fourteen Deming’s Fourteen PointsPoints 6. Institute modern methods

of training. Company supported Training management about the company, training about the customer’s needs, proper training for job.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1010

Deming’s Fourteen Deming’s Fourteen PointsPoints 7. Adopt and institute

leadership. Supervisor’s job should be to coach workers, assist them in solving problems, not meeting quotas. Management must take immediate action on problems of defective parts, lack of maintenance on machines, etc.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1111

Deming’s Fourteen Deming’s Fourteen PointsPoints 8. Drive Out Fear

Eliminate fear in the workplace Fear will disappear as management improves and as employees develop confidence in management.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1212

Deming’s Fourteen Deming’s Fourteen PointsPoints 9. Break down barriers

between staff areas. Eliminate the “Over the wall” mentality. Coordinated effort, teamwork, teams of people in design, engineering, production, & sales.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1313

Deming’s Fourteen Deming’s Fourteen PointsPoints 10. Eliminate slogans,

exhortations, and targets for the workforce. Need road map to improvement, better materials & equipment . The only goals that make sense are internal goals.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1414

Deming’s Fourteen Deming’s Fourteen PointsPoints 11. Eliminate numerical quotas

Deming gives no grades. Eliminate work standards

a) Impossible for some, too easy for others, no clues for how to improve

b) Replace with leadership. The only permissible number is a plain statement of fact for survival.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1515

Deming’s Fourteen Deming’s Fourteen PointsPoints 12. Remove barriers to pride in

workmanship. Involve employees at all levels in the improvement process. Supply workers with the proper tools, methods, materials.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1616

Deming’s Fourteen Deming’s Fourteen PointsPoints 13. Encourage education and

self-improvement for everyone. Educated people learn new things more easily, are more easily trained for new job. People, like the process, should be continuously improving.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1717

Deming’s Fourteen Deming’s Fourteen PointsPoints 14. Take action to accomplish

the transformation. Create a management structure that supports these principles.

IDM 355 Fall 2010IDM 355 Fall 2010 Dr. Joan Burtner, Associate Professor of Industrial EngineeringDr. Joan Burtner, Associate Professor of Industrial Engineering Slide Slide 1818

Contact InformationContact Information Email: Burtner_J@Mercer.eduEmail: Burtner_J@Mercer.edu US Mail:US Mail:

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Phone: (478) 301- 4127Phone: (478) 301- 4127