Upload
others
View
1
Download
0
Embed Size (px)
Citation preview
Bill Bellows, [email protected]
A Systems View of Quality for
the 21st Century
Presented by Bill Bellows
President
In2:InThinking Network
Canoga Park, California, USA
Email: [email protected]
DARQA Jubilee Conference 2016
Amersfoort, NL
May 26
Bill Bellows, [email protected]
“A system is never the sum of its parts. It is
the product of the interactions of its
parts………..the art of managing
interactions is very different indeed than the
management of actions, and history
requires this transition for effective
management.”
Russell Ackoff
Abstract
Bill Bellows, [email protected]
Russell Ackoff 1919 - 2009
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
In 1982, Larry Sullivan, a senior Ford
manager, travelled to Japan to lead an
internal effort to study automobile
suppliers and the gain explanations for
their “results.” Together, they had captured
nearly 30 percent of the US market share
in automobile sales, beginning with zero in
1950 and growing to 3 percent in 1970.
Quality in the 20th Century
Bill Bellows, [email protected]
A summary of his findings were published
in an article for the American Society for
Quality. Excerpts follow:
In March 1982, I was part of a
[management] group [from Ford] that
visited Japan and studied quality systems
at a variety of automotive suppliers.
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
The most important thing we learned was
that quality in those companies means
something different from what it means in
the U.S. - that it is in fact a totally different
discipline.
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
In other words, quality in itself has not
been the primary motivation in Japan;
profit is the main objective and quality
(methods) is merely a means to improve
profit.
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
Over the years, Japanese managers,
engineers, and workers have been very
successful in reducing manufacturing
costs by adopting more enlightened quality
thinking and by applying more technical
quality methods.
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
Since 1980, U.S. automotive companies
and their suppliers have made dramatic
improvements in quality....In order to
continue this improvement, we must move
out of the traditional realm and adopt more
enlightened quality thinking....Although
statistical methods are uniform throughout
the world, they are applied very differently
in the East and West....
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
Of foremost importance is the new
definition of ‘manufacturing’ quality as
minimum variation from target.
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
In 1963, Philip Crosby introduced Zero
Defect Quality:
Quality is defined as conformance to
requirements
In 1989, Motorola introduced Six Sigma
Quality as its own quality management
strategy.
Quality in the 20th Century
Bill Bellows, [email protected]
On the reason for selecting “Six Sigma,”
Motorola offered this explanation:
At Motorola, we actually have a measure
for quality which we call "Six Sigma,"
and this literally affects everybody and
everything we do, every minute, of
everyday. Six Sigma is basically a target
based on zero defects per million
manufactured parts.
Quality in the 20th Century
Bill Bellows, [email protected]
While terms like Zero Defects and defect-
free quality are now obvious indications of
managing quality through a lens of
interchangeable parts, less obvious terms
associated with this quality model are:
yield (the percentage of parts which
are “good”)
scrap (expenses for the disposal of
“bad” parts)
Quality in the 20th Century
Bill Bellows, [email protected]
While terms like Zero Defects and defect-
free quality are now obvious indications of
managing quality through a lens of
interchangeable parts, less obvious terms
associated with this quality model are:
yield (the percentage of parts which
are “good”)
scrap (expenses for the disposal of
“bad” parts)
The Good
The Bad
Quality in the 20th Century
Bill Bellows, [email protected]
rework (expenses for the repair of
“bad” parts)
non-conformances (parts which are
“bad”)
process capability indices (various
ratios, Cp, Cpk, etc., which are based
on specification limits)
Cost of Quality and Price of Non-
Conformance (expenses associated
with “bad” parts)
Quality in the 20th Century
Bill Bellows, [email protected]
In the late 1960’s, Frank Pipp, an assembly
plant manager for an American automobile
company, instructed his team to purchase
competitor’s cars. His plan was to have the
final assembly team disassemble these cars
and learn first-hand how they assembled. At
that time, if two connecting parts could be
assembled in Pipp's plant without the use of
a handy rubber mallet, then these parts
were known as “snap fit.”
Quality in the 20th Century
Bill Bellows, [email protected]
In the late 1960’s, Frank Pipp, an assembly
plant manager for an American automobile
company, instructed his team to purchase
competitor’s cars. His plan was to have the
final assembly team disassemble these cars
and learn first-hand how they assembled. At
that time, if two connecting parts could be
assembled in Pipp's plant without the use of
a handy rubber mallet, then these parts
were known as “snap fit”.
The Ugly
Quality in the 20th Century
Bill Bellows, [email protected]
In Pipp’s experience, snap-fit was a rare
occurrence. To his amazement, one
competitor’s car was discovered to be 100%
“snap fit”, for which his division GM replied,
“The customer will never notice.”
Slowly, but surely, customers have noticed
the assembly and performance results that
Pipp’s team found in 1969, when they first
examined a Toyota pickup truck.
Quality in the 20th Century
Bill Bellows, [email protected]
In Pipp’s experience, snap-fit was a rare
occurrence. To his amazement, one
competitor’s car was discovered to be 100%
“snap fit”, for which his division GM replied,
“The customer will never notice.”
Slowly, but surely, customers have noticed
the assembly and performance results that
Pipp’s team found in 1969, when they first
examined a Toyota pickup truck.
The Beautiful
Quality in the 20th Century
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
Togetherness
What does it mean
to “work together” ?
What does it mean
to “learn together” ?
What does it mean
to “think together” ?
Bill Bellows, [email protected]
Together
Taken or considered collectively or
conjointly and without interruption;
continuously, uninterruptedly.
Bill Bellows, [email protected]
Eat, Join, Drive, Sit, Live, Pull,
Stand, Grow, Sleep, Sing, Learn,
Work, and Play
Together
Bill Bellows, [email protected]
Together
Antonyms: separately, apart,
individually, alone, and
independently
Synonyms: jointly, mutually,
collectively, concurrently, and
simultaneously
Bill Bellows, [email protected]
A Lion used to prowl about a field in
which Four Oxen used to dwell…….
Aesop: The Four Oxen and
the Lion
Bill Bellows, [email protected]
A Lion used to prowl about a field in
which Four Oxen used to dwell…….
United We Stand, Divided We Fall
Aesop: The Four Oxen and
the Lion
Bill Bellows, [email protected]
Henry Ford
Coming together is a beginning;
keeping together is progress;
working together is success.
Bill Bellows, [email protected]
Vincent Van Gogh
Great things are done by a series
of small things brought together.
Bill Bellows, [email protected]
United
Airlines, Technologies, States,
Kingdom, Nations, Manchester, Way
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
“The characteristic way of
management that we have taught in
the Western World is to take a
complex system, divide it into parts,
and then try to manage each part as
well as possible. And, if that’s done,
the system…”
Russ Ackoff (w/ W. Edwards Deming, 1992)
Bill Bellows, [email protected]
“The system as a whole will behave
well and that’s absolutely false.
What’s missing is that the parts
wouldn’t fit.”
Russ Ackoff (w/ W. Edwards Deming, 1992)
Bill Bellows, [email protected]
W. Edwards Deming
“They would not work together.”
Russ Ackoff
“Good. So it’s the working together
that’s the main contribution to
systemic thinking, as opposed to
working in parts separately.”
Bill Bellows, [email protected]
“Yes, so easy it is to observe, to see,
to understand, and yet people do not
know about it.”
W. Edwards Deming
Bill Bellows, [email protected]
W. Edwards Deming Western CT State University, February 1990
Bill Bellows, [email protected]
Counting Heads
Bill Bellows, [email protected]
On Baseball (United)
Bill Bellows, [email protected]
On Baseball (Divided)
Bill Bellows, [email protected]
Time Management
How much time is spent discussing
parts, tasks, milestones, efforts, etc.
which are good and completed on
time?
Bill Bellows, [email protected]
Time Management
How much time is spent discussing
parts, tasks, milestones, efforts, etc.
which are good and completed on
time?
How much time is spent studying for
the final exam, questions from weekly
quizzes and the mid-term which were
correct?
Bill Bellows, [email protected]
Proactive – applying effort while “good,”
“OK,” “well,” or “correct” is happening
Resource Management
Reactive – applying effort after “bad,”
“not OK,” “sick,” or “incorrect” happens
Bill Bellows, [email protected]
Day One of a Plant Manager
“What should I focus on first?”
What do you think you should
focus on?
“I think I should focus on all the
things which are broken.”
Bill Bellows, [email protected]
Resource Management
“An ounce of prevention is worth a
pound of cure”
Ben Franklin
“A stitch in time saves nine”
Francis Baily
“Every dollar we invest in high-quality early
education can save more than $7 later on”
Barack Obama
Bill Bellows, [email protected]
Ownership
A
c
t
i
v
i
t
y
Proactive
Reactive
“Mine” “Ours”
Resource Management Model
Bill Bellows, [email protected]
Ownership
A
c
t
i
v
i
t
y
Proactive
Reactive
“Mine” “Ours”
P
U
R
P
O
S
E
F
U
L
REFLEXIVE
Resource Management Model
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
“A system is never the sum of its parts. It
is the product of the interactions of its
parts………………the art of managing
interactions is very different indeed than
the management of actions, and history
requires this transition for effective
management.”
Russ Ackoff
Actions & Interactions
Bill Bellows, [email protected]
Task Management
Bill Bellows, [email protected]
Macro System Model
Bill Bellows, [email protected]
Sub-
Assembly 1
Task A Step 1
Step 2
Step N
Task B
Task O
Task P
Sub-
Assembly 2
Product
Assembly
Assembly Final Assembly
FIT
FIT
FIT
GOOD
WORKS
GOOD
GOOD
GOOD
Step 1
Step 2
Step N
Step 1
Step 2
Step N
Step 1
Step 2
Step N
Task Completion
Macro System Model
Bill Bellows, [email protected]
“What we see depends on what we
thought before we looked.”
Myron Tribus
Perception & Thinking
Bill Bellows, [email protected]
Sub-
Assembly 1
Task A Step 1
Step 2
Step N
Task B
Task O
Task P
Sub-
Assembly 2
Product
Assembly
Assembly Final Assembly
FIT
FIT
FIT
GOOD
WORKS
GOOD
GOOD
GOOD
Step 1
Step 2
Step N
Step 1
Step 2
Step N
Step 1
Step 2
Step N
Task Completion
Macro System Model
Bill Bellows, [email protected]
Interactions, Not Actions
Bill Bellows, [email protected]
MAX MIN
BORE DIAMETER
MAX MIN
25 20
PAGE COUNT
VALVE DIAMETER
Examples of
Action Management
Bill Bellows, [email protected]
On Bowling Balls
Bill Bellows, [email protected]
On Books
Bill Bellows, [email protected]
Bad Dog
Bill Bellows, [email protected]
MAX MIN
BORE DIAMETER
MAX MIN
25 20
PAGE COUNT
VALVE DIAMETER
0 FT
DISTANCE FROM THE DOOR
20 FT
Examples of
Action Management
Bill Bellows, [email protected]
MAX MIN
HOLE DIAMETER
MAX MIN
25 20
PAGE COUNT
OUTER DIAMETER
100 FT 0 FT
DISTANCE FROM THE DOOR
= =
= =
Macro System Model (Actions)
Bill Bellows, [email protected]
MAX MIN
HOLE DIAMETER
MAX MIN
25 20
PAGE COUNT
OUTER DIAMETER
100 FT 0 FT
DISTANCE FROM THE DOOR
= =
= =
Micro System Model (Actions)
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
Meanwhile, Ford learned that Mazda’s
manufacturing focus was to actively manage
the gap between the outer diameter of the
valves within the transmission and
the corresponding diameter of the valve
bore.
gap
Quality in the 20th Century
Bill Bellows, [email protected]
In doing so, Mazda’s efforts realized the
existence of an ideal gap, resulting from ideal
(“target”) values for both the bore and valve
diameters, with an awareness that variation in
gap size matters.
valve diameter
bore diameter
Quality in the 20th Century
Bill Bellows, [email protected]
MAX MIN
BORE DIAMETER
MAX MIN
VALVE DIAMETER
MAX MIN
BORE DIAMETER
MAX MIN
VALVE DIAMETER
Resource Management
Contrast
Bill Bellows, [email protected]
MAX MIN
BORE DIAMETER
MAX MIN
VALVE DIAMETER
MAX MIN
BORE DIAMETER
MAX MIN
VALVE DIAMETER
The Beautiful The Good and
The Bad
Resource Management
Contrast
Bill Bellows, [email protected]
MAX MIN
BORE DIAMETER
MAX MIN
VALVE DIAMETER
MAX MIN
BORE DIAMETER
MAX MIN
VALVE DIAMETER
MIND THE PART MIND THE GAP
Resource Management
Contrast
Bill Bellows, [email protected]
Of foremost importance is the new
definition of ‘manufacturing’ quality as
minimum variation from target.
Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983
Quality in the 20th Century
Bill Bellows, [email protected]
Genichi Taguchi 1924 - 2012
Bill Bellows, [email protected]
Upper
Specification
Limit
Lower
Specification
Limit
target
(desired
value of
parameter)
“Loss to
Society” (a greater system)
1 2
Low Loss
Medium
Loss
High Loss
Taguchi’s Quality Loss
Function
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
D E F
P
G I H
-$1,000 -$1,000
-$1,000
-$1,000
-$1,000 -$1,000
-$1,000
Net gain of $7,000 ??
Addition?
Bill Bellows, [email protected]
“You think because you understand
one you must understand two,
because one and one makes two.
But you must also understand and.”
Donella Meadows
Resource Accumulation
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected]
How did you do on the test?
Bill Bellows, [email protected]
My grade
My energy
My commitment
Other students
My Professor My ability
How did you do on the test?
Bill Bellows, [email protected]
Our grade
My energy
My commitment
Other students My ability
My Professor
How did we do on the test?
Bill Bellows, [email protected]
How did we do on the proposal?
How did we do on the design?
How did we do on the contract?
Awareness Questions
Bill Bellows, [email protected]
Agenda
Quality in the 20th Century
Language
Resource Management
Perception & Thinking
Transmissions
Addition
Taking Tests
Opportunities to Act
Bill Bellows, [email protected] Bill Bellows, [email protected], 818-519-8209
Opportunities to Act Choose Separate or Together
Choose Independence or Interdependence
Choose Macro Systems or Micro Systems
Choose Mind the Bad or Mind the Good
Choose Mind the Part or Mind the Gap
Choose Actions or Interactions
Choose Addition or Super-Addition
Bill Bellows, [email protected]
“The quality of our thinking
will determine the quality of
our future”
Edward de Bono
Edward de Bono on Quality
Bill Bellows, [email protected]
A Systems View of Quality for
the 21st Century
Presented by Bill Bellows
President
In2:InThinking Network
Canoga Park, California, USA
Email: [email protected]
DARQA Jubilee Conference 2016
Amersfoort, NL
May 26