Basic Principles of Quality

Tuesday, March 27, 2012

Basic Principles of Quality

Quality is by no means a new concept in Management!-The story of grandson of the founder of Procter & Gamble! The First Job we have is to turn out quality products that customers will buy and keep buying. If we produce efficiently, and economically ,we will earn profit, in which we will share Ford Motor Company- becoming the top among the American Auto-manufactures and again slipping due to problems in Quality!! The Age of Craftsmanship!! The Early 20th Century-Taylor Father of Scientific ManagementTo separate the planning function with the Execution Function!!separate quality departments- good quality products at great cost!! Shewhart- looked at SQC for controlling quality

Tuesday, March 27, 2012

Principles of Quality Contd. - Quality Profiles: Clark American Checks, Inc. and Motorola, Inc-Page 22 Please read to understand the issue! (Evans and Lindsay) Post World War-II- Dr. Joseph M. Juran and Dr. W. Edwards Deming- two America Gurus introducing the concept of TQC and teaching these concepts to Japan- The Japanese integrated Quality throught their organizations and developed a culture of continuous improvement-Kaizen by (JUSE)- slow and steady in Japanese Quality for 20-30 years and in mid 70s they started beating their counterparts in USA! The US Quality Revolution- Xerox-198,s HP, IBM, Motorolaunderstanding TQC and renaming it as TQM!!
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Principles of Quality Contd.-- From Product Quality to Total Quality Management Performance Excellence (MBNQA Model in 1987) in USA, EFQM Model in Europe- CII-EXIM Model based on EFQM in 1994 in India, J N Tata QV Award at Tata Steel, based on MBNQA-American Model at Tata Steel in 1989, JRDQV Model among Tata Companies in 1993, TBEM Model in 1998 for all Tata Companies based on JRD QV Model for Excellence! 1951-Deming Prize-For Excellence by (JUSE)-1951 Current and future challenges!! In 2005, American Society for Quality (ASQ) identified 6 challenges:--Tuesday, March 27, 2012 4

Principles of Quality Contd.--- Challenges for Quality as identified by ASQ in 2005 are: 1. Globalization:- Demand new ways of collaboration!! 2.Innovation/Creativity/Change: faster rates of change, shorter lifecycles, Outsourcing: Quality to extend global suppliers!! Consumer Sophistication- Quality is necessary and no longer sufficient!! Value Creation: Determining the Value Proposition of any product or service, or business will require clarity from stakeholders point of view!! Changes in Quality-From a process model to systems approach- It will move business strategies and actions through people
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Defining Quality!!
1. Perfection 2. Consistency Eliminating Waste Speed of Delivery Compliance with policies and procedures Providing a Good , Usable Product Doing it right first time Delighting the Customers Total Customer Satisfaction!!

Tuesday, March 27, 2012

Perspectives on Quality!!
Judgmental Perspective-No good! Product-Based: User Based Perspective: Value-Based Perspective Manufacturing Based Perspective Integrative Perspective on Quality- bring Quality in the whole Value Chain!!

Tuesday, March 27, 2012

Principles of Total Quality

A Focus on Customers and all Stakeholders!! Participation and Team Work by Everyone in the Organization! A Process Focus supported by Continuous Improvement!!

The Scope of Total Quality:

Infrastructure, Practices, and Tools: 1. Customer Relationship Management Leadership and Strategic Planning Human Resource Management Process Management Information and Knowledge Management Quality and Profitability-Discussion!! Read Chapter 1, Evans and Lindsay, 41-54 Pages from the Textbook from the Library

Tuesday, March 27, 2012

Three Levels of Quality: Some Issues!!

1. Which Products and Services meet your expectations?- Which do not? 2. What products or services you need that you are not receiving? Are you receiving products and services that you do not need? What products and services are most important to External Customers and How it is linked with internal Customers? What processes produce those products! What are the key inputs to the Process? Which processes have the most significant effect on organizations customer driven performance standards? Who are my internal Customers and what are there needs? Personal Values and personal quality is essential for quality to happen in an organization!!
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