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2
-
Session
Being a qual i ty leader has b ecome crucia l to the econom ic
strength and bu siness future of com panies aroun d theglobe. Armand V. Feigenbaum
3
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Syllabus Session 2 & 3
2-3
Dimensions ofQuality Dimension of Product and ServiceQuality, Cost of Quality, Deming
Cycle
Session 2
Reading: Text Book, Chapter 1, pg.(11-25)
Session 3 :
Case : A note on Quality : The
Views of Deming Juran andCrosby, ( HBS 9687011, 14
pages)
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Dimensions of Product Quality
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality.
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Dimensions of Service Quality
Reliability
Assurance
Tangibles
Empathy
Responsiveness
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Old Quality Vs New Quality
Old Quality
(Little q)
New Quality
(Big Q)
About products About organisation
Technical Strategic
Led by experts Led by management
About control About improvement
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Cost of Quality
Quality Costs
CONFORMANCE NON-CONFORMANCE
PREVENTION APPRAISAL INTERNAL
FAILUREEXTERNAL
FAILURE
1.http://www.youtube.com/watch?v=nN4FbIgQFcQ
=
http://www.youtube.com/watch?v=nN4FbIgQFcQhttp://www.youtube.com/watch?v=nN4FbIgQFcQhttp://www.youtube.com/watch?v=p2qH1SGoXkYhttp://www.youtube.com/watch?v=p2qH1SGoXkYhttp://www.youtube.com/watch?v=nN4FbIgQFcQhttp://www.youtube.com/watch?v=nN4FbIgQFcQ7/29/2019 TQM - Session 2
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Total Quality Cost Curve
Costs
Conformance levelECL
Total qualitycost curve
Prevention & Appraisal costs
Failure costs
Zone of indifferenceQuality of conformance
Zone of improvement
projects
100% Defective
Zone of highappraisal costs
100% Good
ECL= Economic conformance level
Optimum
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Sporadic and Chronic Quality Problems
Time
DefectR
ate
Sporadic loss
Chronic lossOptimal Zero defects
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Quality Cost Indices
Cost bases measured by cost ratio
Sales bases measured by sales ratio
Labour/Wage bases measured by labour ratio
Unit/ Number bases measured by unit ratio
2
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Quality Gurus
Being a qual i ty leader has b ecome crucia l to the econom ic
strength and bu siness future of com panies aroun d the
globe. Armand V. Feigenbaum
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Walter Shewart (1891-1967)
Founder of modern quality movement
He is often referred to Grand father of quality control
An innovator in the application of statistics to quality
He was a statistician at Bell laboratories
Authored books on: Economic Control of Quality Management Product
(1931), Statistical method from the view point of quality control (1939)
Developed quality control charts for SPC
Developed Shewart cycle (PDSA cycle)
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W. Edwards Deming (1990-1993)
Father of quality control
The highest quality award in Japan, the Deming prize is named in his honour
He developed Deming cycle (PDCA)
His contributions: Four teen principles of transformation, Deming chainreaction, Theory of profound knowledge
He identified seven deadly diseases and sins and introduced seven point plan
Author of book Out of the Cris is(1989)
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Joseph Juran (1904-2008)
Editor of the Qual i ty Contro l Handboo k(1951)
Developed the idea of quality trilogy to bring continuous improvement in
the process
He developed the concept of cost of quality
Introduced the Jurans formula: ten steps to quality improvement
He defined quality as fitness for use
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Armand Feigenbaum
Author of book on quality control: principles, practice and administration
(1961)
Classified quality costs into cost of prevention, appraisal, internal and
external failure costs.
Introduced three steps to quality: Quality leadership, Modern quality
technology and organisational commitment
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Philip Crosby (1926-2001)
Published a book on quality is free (1979)
Established four absolutes of quality management
Introduced fourteen steps quality programme
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Kaoru Ishikawa (1951-89)
He is known as the Father of Quality Circles
He advocated CWQC, seven quality tools and quality circles
He is the author of book on what is Total Quality Control
He developed one of seven Quality Control tools : Ishikawa diagram
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Dr Genichi Taguchi
He applied concept of DOE to product design
He introduced: Prototyping method, eight steps of parameter design
Developed Taguchi loss function
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Shigeo Shingo (1909-1990)
Key teachings: JIT, SMED, ZQC
He has been described as an engineering genius
The Shingo prize for operational excellence is awarded to Japanese
industrial engineer
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Masaaki Imai
Established Kaizen Institutes all over the world
Author of book on Kaizen: The key to Japans competitive success, Gemba
Kaizen and 16 ways to avoid saying no, never take yes for an answer