TQM - JURAN CONTRIBUTION
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TQM - JURAN CONTRIBUTION
- 5. IT229E – 513.07.13 Introduction • Philip B. Crosby, 1926 - 2001 • Graduate of Western Reserve University • Carrier – Military service, quality control in manufacturing where he worked his way from line inspector to quality director and corporate vice-president of ITT • His first book became a best seller and lead him to establish – The consulting organization Philip Crosby Associates Incorporated – Quality College in Florida
- 6. What is Quality? Quality is “fitness for use” (Joseph Juran) Quality is “conformance to requirements” (Philip B. Crosby) Quality of a product or services is its ability to satisfy the needs and expectations of the customer
- 7. CONTRIBUTIONS • Crosby is known for his following contribution: • 1. Four absolute of quality • 2. Fourteen steps to quality managementg • 3. crosby’s quality vaccine
- 8. Philip Crosby’s Four Absolutes Definition : Conformance to requirements System of quality is prevention Performance Standard : Zero Defects Measurement : Price of non- conformance (PON) What is Quality? What system is needed to cause quality? What performance standard should be used? What measurement system is required?
- 9. Crosby’s Successful Company Characteristics of the Eternally Successful Organisation People do things right routinely Growth is profitable and steady Customer needs are anticipated Change is planned and managed People are proud to work there
- 10. Philip B. Crosby’s 14 Points Make it clear that management is committed to quality. Form quality improvement teams with representatives from each department. Determine where current and potential quality problems lie. Evaluate the cost of quality and explain its use as a management tool. 1) 2) 3) 4)
- 11. Raise the quality awareness and personal concern of all employees. Take actions to correct problems identified through previous steps. Establish a committee for the zero defects programme. Train supervisors to actively carry out their part of the quality improvement programme. 5) 6) 7) 8) Philip B. Crosby’s 14 Points
- 12. Hold a ‘zero defects day’ to let all employees realise that there has been a change. Encourage all individuals to establish improvement goals for themselves and their groups. Encourage employees to communicate to management the obstacles they face in attaining their improvement goals. Recognise and appreciate those who participate. 9) 10) 11) 12) Philip B. Crosby’s 14 Points
- 13. Establish quality councils to communicate on a regular basis. Do it all over again to emphasise that the quality improvement programme never ends. 13) 14) Philip B. Crosby’s 14 Points
- 14. IT229E – 1413.07.13 Methods • Crosby’s “quality vaccine” 1. Integrity 2. Dedication to communication and customer satisfaction 3. Company-wide policies and operations which support the quality thrust • Logothetis triangle: Communication Operations Integrity
- 15. Quality Vaccine Crosby sees problems as bacteria of non-conformance that must be vaccinated with antibodies to prevent problems (Crosby, 1984). He has formulated a quality vaccine that consists of three distinct management actions--determination, education, and implementation. Top management is responsible for continually administering the vaccine. Section 1 - Integrity Treat quality seriously throughout the whole business organisation from top to bottom. That the companies future will be judged on its performance on quality. Section 2 - Systems Appropriate measures and systems should be put in place for quality costs, education, quality, performance, review, improvement and customer satisfaction.
- 16. Section 3 - Communication The communication systems are of paramount importance to communicate requirements and specifications and improvement opportunities around the organisation. Customers and operators know what needs to be put in place to improve and listening to them will give you the edge. Section 4 - Operations Work with and develop suppliers. Processes should be capable and improvement culture should be the norm. Section 5 - Policies Must be clear and consistent throughout the business.
Notes de l'éditeur
- .. Western Reserve University : and has professional background in quality. Based on many years of practical experience, his first book…. Quality College …: Over 60 000 mangers have been trained at the college. Described as a man who “walks the talk”. He is described as “particularly well marketed and charismatic”, “has a look of a sunbelt senator rather than a man from quality department”, “delivering his message in almost religious fervor (iver)”
- Crosby’s quality vaccine is an essential part of his process. It is based on three principal ingredients: Thrust – fremstøt. Logothetis suggests a triangle of interaction between these 3 ingredients. must be supported by Crosby’s belief of how the vaccine is administrated. (Next slide). Quality Vaccine Crosby sees problems as bacteria of non-conformance that must be vaccinated with antibodies to prevent problems (Crosby, 1984). He has formulated a quality vaccine that consists of three distinct management actions--determination, education, and implementation. Top management is responsible for continually administering the vaccine. Section 1 - Integrity Treat quality seriously throughout the whole business organisation from top to bottom. That the companies future will be judged on its performance on quality. Section 2 - Systems Appropriate measures and systems should be put in place for quality costs, education, quality, performance, review, improvement and customer satisfaction. Section 3 - Communication The communication systems are of paramount importance to communicate requirements and specifications and improvement opportunities around the organisation. Customers and operators know what needs to be put in place to improve and listening to them will give you the edge. Section 4 - Operations Work with and develop suppliers. Processes should be capable and improvement culture should be the norm. Section 5 - Policies Must be clear and consistent throughout the business.