ads410 chapter 1

8/3/2019 Ads410 Chapter 1

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Concept of QualityQuality is a subjective term for which each person has his or her owndefinition

Whats your definition?


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In technical usage, quality can have twomeanings:

the characteristics of a product or service that bearon its ability to satisfy stated or implied needs, and

a product or service free of deficiencies


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3

Defining Quality- Different Views

Customers view (more subjective) the quality of the design (look, feel, function)

product does whats intended and lasts

Producers view conformance to requirements (Crosby)

costs of quality (prevention, scrap, warranty)

increasing conformance raises profits

Governments view products should be safe

not harmful to environment


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Armand Feigenbaum -

author: Total Quality Control(1961)

quality is a customer determination based on the

customers actual experience with the product or

service, measured against his or her requirements -stated or unstated, conscious or merely sensed,

technically operational or entirely subjective - andalways representing a moving target in a competitivemarket.


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MEM 650 Quality Control 5

Defining Quality - Gurus

Deming - non-faulty systems

Out of the Crisis

Juran - fitness for useQuality Control Handbook

Crosby - conformance to requirements

Quality is Free


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There are no universal definition of quality, butthe similarity does exist among the definition :

Quality involves meeting of exceeding customerexpectations

Quality applies to product, people, service,process and environment

Quality is ever-changing state (what considered

quality today may not be good enough to beconsidered quality tomorrow)


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Hence from the common elements, we can say

quality is a dynamic state associated with products,

services, people, processes and environment that meetor exceeds expectations and helps produce superior

value

Goetsch & Davis,


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Brief History of Quality Movement

Emergence of Quality Consciousness

Quality Control Era Quality Assurance

Total Quality Management (TQM)


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Brief History

Prior to the 20th centuries;

1. Middle Ages in Europe

-Era of Workmanship

2. Middle of the 18th century

-The idea of Quality was brought in to USA,but was rejected.


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3. Beginning of the 20th century

-1900sFrederick Taylor ushered IndustrialRevolution

-1911Taylor published a book Principles ofScientific Mgt

-1930sWalter Shewhart designed SQC-1931Shewhart published a book on Quality


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4. Post-World War 2

Quality was not a top priority of top

Managers in USA.

Dr Joseph Juran and Dr Edwards Deming,

introduced statistical quality control

techniques to the Japanese.

Main concernUpper Management rather

than quality specialists alone.


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The U.S. QualityRevolution

1950s and 1960s, made inJapan was

associated with inferior products.1970s, Japanese products were able to

Penetrate into Western markets.

1980s, was a period of growingawareness of quality.


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QUALITY ASSURANCE

Definition:

Any action directed toward providing

consumers with products (goods

& services) of appropriate quality.

QA is usually associated with

measurement and inspection activity.


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TOTAL QUALITY MANAGEMENT?

Wide performance excellence rather than

based on one discipline only.


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TQ consists of continuous improvementactivities involving everyone in the organization

(managers and workers)- in total integrated efforttowards improving performance at every level.This improved performance is directed towardssatisfying such cross-functional goals as quality,

cost, schedule, mission, need and suitability. TQintegrates fundamental management technique,existing improvement efforts, and technical tools

under a disciplined approach focused oncontinued process improvement. This activitiesare ultimately focused on increased customer usersatisfaction


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Principle of QM

Customer and stakeholder focus

Teamwork and Participation

Process focus and continuous continuousDevelopment/ improvement


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How is Total Quality different?

1. Distinctive characteristics of TQ;customer focus, obsession with quality,scientific approach in decision making, long-

term commitment, teamwork, employeeinvolvement and empowerment, continualimprovement, bottom-up education andtraining, freedom through control and unity

of purpose.


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Major differences between the traditional view ofquality and the total quality perspective;

1. Productivity versus quality

2. How quality is defined

3. How quality is measured4. How quality is achieved

5. Attitude towards defects

6. Quality as a function7. Responsibility for quality

8. Supplier relationships


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Key Elements of TQM (Goetsch & Davis, E5)

1. Commitment and leadership of the top

management.2. Planning and organisation

3. Using tools and techniques

4. Education and training

5. Involvement

6. Teamwork

7. Measurement and feedback

8. Culture Change


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TQ in the Public Sector Org

Focus

Budget and Performance Integration

Strategic Management of Human Capital Competitive Sourcing

Improved Financial Performance

Expanded Electronic Government

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