MS494: Total Quality Management

Course Instructor: Dr Noor Muhammad

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 Learning Objectives

 Development Stages of TQM

Quality Gurus or Leading Contributors to Theory

American and Europe Response about Quality

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 Total Quality Management (TQM)

Guilds of Medieval Europe

(From the end of 13th Century to Early 19th Century)
Total Quality Management (TQM)

Guilds of Medieval Europe

(From the end of 13th Century to Early 19th Century)
 Total Quality Management (TQM)

Antecedents of Modern Quality Management

The Industrial Revolution

(From the end of 17th Century to 1800s)

 Craftsmanship

 The Factory System

 The Taylor System

 Total Quality Management (TQM)
Post World War II
The Birth of Total Quality Management

The birth of the Total Quality Control in US was in direct response to a quality
revolution in Japan following WW-II as Japanese manufacturers converted from
Producing Military Goods for internal use to producing civilian goods for trade.

At first Japan had a widely held reputation for poor quality exports, and their goods
were ignored by international markets. This led Japanese organizations to explore
new ways of thinking about quality.

And from here starts the era of “Quality Gurus”!

 Total Quality Management (TQM)
What is a quality guru?

 A guru, by definition, is a good person, a wise person and

a teacher.
 A quality guru should be all of these, plus have a concept
and approach to quality within business that has made a
major and lasting impact.
 These gurus have done, and continue to do, that, in
some cases, even after their death.
 The Era of Quality Gurus
There have been three groups of gurus since the 1940’s:

Early 1950’s: Americans who took the messages of quality to

Japan

Late 1950’s: Japanese who developed new concepts in

response to the Americans

1970’s-1980’s: Western gurus who followed the Japanese

industrial success
 Total Quality Management (TQM)

The Americans who went to Japan:

J. Edward Deming Joseph M. Juran Armand V Feigenbaum

Total Quality Management (TQM)

Joseph Juran
Juran is a founder of the Juran Institute in Wilton, Connecticut. He
promoted the concept known as Business Process Quality, which is a
technique of Cross-Functional Quality Improvement.
A need for a top management to clarify its quality, cost, and delivery
goals and deploy them to all employees at every level, and
A need to establish a system of close coordination among different
departments
He was invited to Japan in 1954 by the Union of Japanese Scientists
and Engineers (JUSE)
He predicted the quality of Japanese goods would overtake the quality
of goods produced in US by Mid-1970s because of Japan’s
revolutionary rate of quality improvement
 Quality Theory
Leading Contributors to Theory

Juran
The Juran Trilogy
Planning
Control
Improvement

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 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.

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 Quality Theory
Leading Contributors to Theory

Juran
The Juran Trilogy
Planning
Control
Improvement

Control vs. Breakthrough

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 Control vs. Breakthrough

 Control is a process-related activity that ensures processes are stable and

provides a relatively consistent outcome. During the control phase,
determine what you need to measure (what data do you need to know if
your process is working?), and set a goal for your performance.

 Breakthrough improvement implies the process has been studied and that
some major improvement has resulted in large nonrandom improvement
to the process

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 Quality Theory
Leading Contributors to Theory

Juran
The Juran Trilogy
Planning
Control
Improvement

The Hierarchy of Languages

Project by project improvement

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 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.

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Total Quality Management (TQM)
W. Edward Deming

Deming, who had become frustrated with American managers when most
programs of statistical quality control were terminated once the war and
government contracts came to an end, was invited to Japan in 1954 by the Union of
Japanese Scientists and Engineers (JUSE).

Deming was the main figure in popularizing quality control in Japan and regarded as
national hero in that country.

He believes that quality must be built into the product at all stages in order to
achieve a high level of excellence.

His thoughts were highly influenced by Walter Shwartz who was the proponent of
Statistical Quality Control (SQC). He views statistics as a management tool and
relies on statistical process control as means in managing variations in a process.
 Total Quality Management (TQM)

W Edwards Deming placed great importance and responsibility on management, at

both the individual and company level, believing management to be responsible for 94%
of quality problems. His fourteen point plan is a complete philosophy of management,
that can be applied to small or large organizations in the public, private or service
sectors:

1.Create loyalty of purpose towards improvement of product and service

2.Adopt the new philosophy. We can no longer live with commonly accepted
levels of delay, mistakes and defective workmanship
3.Cease dependence on mass inspection. Instead, require statistical evidence that
quality is built in
4.End the practice of awarding business on the basis of price
5.Find problems. It is management’s job to work continually on the system
6.Institute modern methods of training on the job
7.Institute modern methods of supervision of production workers, The
responsibility of foremen must be changed from numbers to quality
 W Edwards Deming
8.Drive out fear, so that everyone may work effectively for the company

9.Break down barriers between departments

10.Eliminate numerical goals, posters and slogans for the workforce asking for
new levels of productivity without providing methods

11.Eliminate work standards that prescribe numerical quotas

12.Remove barriers that stand between the hourly worker and their right to
pride of workmanship

13.Institute a dynamic program of education and retraining

14.Create a structure in top management that will push on the above points
every day

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Total Quality Management (TQM)
Armand V Feigenbaum was the originator of “total quality control”, often referred
to as total quality.

He defined it as:

“An effective system for integrating quality development, quality maintenance and
quality improvement efforts of the various groups within an organization, so as to
enable production and service at the most economical levels that allow full
customer satisfaction”.

He saw it as a business method and proposed three steps to quality:

• Quality leadership
• Modern quality technology
• Organizational commitment

He recognized three categories of cost : Appraisal; Prevention; and Cost of

Failure
Total Quality Management (TQM)

Japanese who developed new concepts in response to the Americans

Dr Kaoru Ishikawa Dr Genichi Taguchi Shigeo Shingo

 Dr Kaoru Ishikawa made many contributions to quality, the most noteworthy being
his total quality viewpoint, company wide quality control, his emphasis on the human
side of quality, the Ishikawa diagram and the assembly and use of the “seven basic
tools of quality”:

• Pareto analysis which are the big problems?

• Cause and effect diagrams what causes the problems?
• Stratification how is the data made up?
• Check sheets how often it occurs or is done?
• Histograms what do overall variations look
like?
• Scatter charts what are the relationships
between factors?
• Process control charts which variations to control and
how?
 Total Quality Management (TQM)
Ishikawa Diagram (Cause & Effects Diagram)
Also known as Fishbone Analysis
Total Quality Management (TQM)

Shigeo Shingo
Shingo is strongly associated with Just-in-Time
manufacturing, and was the inventor of the single minute
exchange of die (SMED) system, in which set up times are
reduced from hours to minutes, and the Poka-Yoke (mistake
proofing) system.

In Poka Yoke, defects are examined, the production system

stopped and immediate feedback given so that the root causes
of the problem may be identified and prevented from
occurring again.
Total Quality Management (TQM)

Poka Yoke: Fail Safe/Mistake Proofing System

Total Quality Management (TQM)
Dr Genichi Taguchi

Taguchi believed it is preferable to design product that is robust

or insensitive to variation in the manufacturing process, rather
than attempt to control all the many variations during actual
manufacture.

“Taguchi methodology” is fundamentally a prototyping method

that enables the designer to identify the optimal settings to
produce a robust product that can survive manufacturing time
after time, piece after piece, and provide what the customer
wants.
Total Quality Management (TQM)

Western gurus who followed the Japanese industrial success

Philip B Crosby Tom Peters

Total Quality Management (TQM)
Philip B Crosby

Crosby is known for the concepts of “Quality is Free” and “Zero

Defects”, and his quality improvement process is based on the
following absolutes of quality:

• Quality is conformance to requirements

• The system of quality is prevention

• The performance standard is zero defect

Total Quality Management (TQM)
Tom Peters

Tom Peters identified leadership as being central to the quality improvement

process, discarding the word “Management” for “Leadership”. The new role
is of a facilitator, and the basis is “Managing by walking about” (MBWA),
enabling the leader to keep in touch with customers, innovation and people,
the three main areas in the pursuit of excellence.

He believes that, as the effective leader walks, at least 3 major activities are
happening:

• Listening suggests caring

• Teaching values are transmitted

• Facilitating able to give on-the-spot help

 The Trends Accelerating Use of TQM: 1970s the era of Hue & Cry!

“If Japan Can… Why Can’t We?”

 At first U.S. manufacturers held onto to their assumption that

Japanese success was price-related, and thus responded to
Japanese competition with strategies aimed at reducing domestic
production costs and restricting imports.
 This, of course, did nothing to improve American competitiveness
in quality.
 By the end of the 1970s, the American quality crisis reached major
proportions, attracting attention from national legislators,
administrators and the media.

 A 1980 NBC-TV News special report, “If Japan Can… Why Can’t
We?” highlighted how Japan had captured the world auto and
electronics markets. Finally, U.S. organizations began to listen.
 The American Response

 The chief executive officers of major U.S. corporations

stepped forward to provide personal leadership in the
quality movement.

 The U.S. response, emphasizing not only statistics but

approaches that embraced the entire organization, became
known as Total Quality Management (TQM).

 Several other quality initiatives followed. The ISO 9000

series of quality-management standards, for example, were
published in 1987.
Total Quality Management (TQM)

Some Visuals of the Coveted Baldrige National Quality Awards

 Total Quality Management (TQM)
TQM Beyond 2000
As the 21st century begins, the quality movement has matured. The new quality
systems have evolved beyond the foundations laid by Deming, Juran and the early
Japanese practitioners of quality

• In 2000 the ISO 9000 series of quality management standards was revised to
increase emphasis on customer satisfaction. Sector-specific versions of the ISO
9000 series of quality management standards were developed for such industries
as automotive (QS-9000), aerospace (AS9000) and telecommunications (TL 9000
and ISO/TS 16949) and for environmental management (ISO 14000).

• Six Sigma, a methodology developed by Motorola to improve its business

processes by minimizing defects, evolved into an organizational approach that
achieved breakthroughs – and significant bottom-line results. When Motorola
received a Baldrige Award in 1988, it shared its quality practices, like Toyota Motor
Corporation, with others.
 Reference Book
Chapter Two: Quality Theory

Book Name
Foster, S.T. (2013). Managing Quality: Integrating the Supply Chain, 5th
Edition. Publisher: Pearson

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