GURUS OF

TOTAL
Quality Cotrol
 DR. WILLIAM
EDWARD DEMING
(Father of Quality Control)
-Deming Prize, the highest award for quality in Japan, is named
in his honor.

-He is also known for his 14 points, for the Deming Chain
Reaction and for the Theory of Profound Knowledge.

-Deming Cycle( plan, do, check, act)

 Deming's 14 Point Methodology
1. Constancy of purpose
2. The new philosophy
3. Cease dependence on inspection
4. End lowest tender contracts
5. Improve every process
6. Institute training on the job
7. Institute leadership
8. Drive out fear
9. Break down barriers
10. Eliminate exhortations
11. Eliminate arbitrary numerical targets
12. Permit pride of workmanship
13. Encourage Education
a. It leads to better motivated
employees
b. It communicates the company goals to the employees
c. It keeps the employees up-to-date on the latest techniques and
supports teamwork;
d. Training and retraining offers a mechanism to ensure enough
performance as the job responsibilities change; and
e. Through increasing job loyalty, it lessens the number of people
who "job hop"
14. Top management's commitment
 Philip Crosby
(18th June, 1926 - 18th August, 2001)
Philip Crosby came to national prominence
with the publication of his book Quality is free
in 1979.
The essence of Crosby's teachings is contained
in what he calls the "four absolutes of
quality."
1. The definition- Quality is conformance to requirements,
2. The system- prevention, not appraisal.
3. The performance standard- zero defects.
4. The measurement- the price of non-conformance to
requirements, not quality circles.
Crosby defines quality means "conformance to requirements".

Management must assess quality by continually tracking the

cost of doing things erroneously. Crosby calls this as the "price
of non-conformance." He emphasized that higher quality
lessens costs and increases profits. Crosby also presents the
quality management maturity grid which contains five stages.
Quality Management Maturity Grid by Crosby
Based on these premises, he developed a
14-step methodology.
1. Management commitment 9. Zero defects day
2. Quality improvement team 10. Goal setting
3. Quality measurement 11. Error-cause removal
4. Cost of quality 12. Recognition
5. Quality awareness 13. Quality councils
6. Corrective action 14. Do it over again
7. Zero defects planning
8. Supervisor training
 Crosby claims "mistakes are caused by two
factors: lack of knowledge and lack of attention."
Dr. Joseph Moses
Juran
(24th December, 1904 - 28th February,
2008)
Juran first became well-known in the US as
the editor of the Quality Control Handbook
(1951) and alter for his paper introducing the
quality trilogies which are quality planning,
quality control and quality improvement.
 1. Quality Planning

- involves identifying the customers needs and expectations,

proposing products and services, setting goals, giving training,
implementation of projects, reporting, recognizing, and
communicating outcome and improvements in systems.
 2. Quality control

- this concerns creating standards, naming measurements and

methods thereof, contrasting results with actual standards and
construing the differences and taking action on differences.
 3. Quality improvement

- this is about the use of structured annual improvements

projects and plans, need of improvement, organizing to guide
the projects, detecting the causes, giving and verifying remedies
and establishing control to keep up gains made.
 Juran propounded the following message
on quality:
• quality is no mistake
• quality must be planned

• there are no shortcuts to quality

• make use of problems as sources of improvement
 Juran's formula consists of:
1. Create an awareness about the need and propose an opportunity for
improvement
2. Set goals for improvements
3. Systematize paths to attain the goals (begins a quality council, identify
problems, choose projects, assign teams, delegate facilitators and so on)
4. Give training
5. Do projects to resolve problems
6. Inform progress

7. Provide recognition

8. Communicate outcome

9. Keep score

10. Uphold thrust by making yearly improvements component of the

regular systems and processes of the company
 Dr. Walter A.
Shewhart
(Grandfather of Quality Control)
(1924 )
Problem of variability in terms of
assignable cause and chance cause

-Process quality control

-Control chart
Modern scientific study of process control
Shewhart ‘s principle was that bringing a process into state of
statistical controlwould permit the distinction between
assignable (such as unskilled workers or equipment not being
calibrated) and chance cause variations. Through keeping the
process in control, it would be likely to forecast future output
and to cheaply manage processes.
PDCA
 Dr. Armand
Feigenbaum
(Formation of the ideaof total quality
control)
 Quality Leadership

This is apparent when the management stresses on sound

planning rather than reacting to failures.
 Modern Quality Technology

-The traditional quality development processes cannot resolve

80%-90% of quality problems.
 Organizational Commitment

-Continuous training and motivation of the whole workforce as

well as a combination of quality in business planning stage
indicates the significance of quality and offers the means for
including it in all respects of the organization’s activities
Feigenbaum 10 points on TQM include:

1.Quality is consciousness programmed not only a technical

function.
2.Quality is not what an engineer or marketer says but it is that
what the customer speaks of.
3. Quality and cost are a sum, not differences.
4. Quality must be organized to identify everybody’s job in the
organization.
5. Quality is a technique of managing an organization. Good
management means continuous stress on the quality.
6. The quality improvement highlighting must take place all
through all activities of the organization.
7.Quality is realized through assistance and contribution of ech
and every person related to the organization. It is also an ethic.
8.Continuous quality improvement needs extensive range of
new and existing quality technology of information
applications.
9. Total quality program approach leads to productivity and is
most effective and less capital intensive.
10. Quality comes, if it is clear, customer oriented, effective and
structured.
 Prof. Kaoru
Ishikawa
(July 13,1915-April 16, 1989)
 Prof. Kaoru Ishikawa
• “Father of Quality Circles” for his role in launching Japan’s
quality movement in 1960’s
• He established the use of quality circles and championed the
use of quality tools to know the root and causes of problems.
• He developed one of those tools , the cause and effect diagram
, which is also known as the Ishikawa diagram or the fishbone
diagram.
• He advocates employee contribution as the input to the
successful implementation of TQM.
1. Process flow chart
2. Check sheet
3. Histogram
4.Pareto chart
5. CAUSE-EFFECT DIAGRAM (ISHIKAWA
DIAGRAM)
6. SCATTER DIAGRAM
7. CONTROL CHART
 KEY ELEMENTS
1 Quality start with education and culminates education
2 The first step in quality is to know the customer’s
requirements.
3 The perfect state of quality controls happen when
inspection is no longer compulsory.
4 Take out the root cause not the symptoms.
5 Quality control is the duty of all workers and all divisions.
6 Do not mistakes means with the objectives.
7 Set quality first and set your sights on longer- term profit.
8 Market is the entry and way out of quality.
9 Top management must not demonstrate annoyance when facts are
presented by subordinates.
10 99 % of problems in a company can be resolved with easy tools for
analysis and problem- solving.
11 Data without dispersion information (variability) are fake data.
6 fundamental principles of total quality
control
1. Quality first –not short term profits first
2. Customer orientation – not producer orientation
3. The next step is your customer – breaking down the fence of
sectionalism
4. Using facts and data to make presentations- use of statistical methods
5. Reverence for humanity as a management philosophy , full
participatory management.
6. Cross- functional management
Genichi Taguchi
( January 1 ,1924 – June 2,
2012)
-Dr. Taguchi was born in Japan and completed his graduation in
the subject of Mechanical Engineering and obtained Ph.D in the
year 1962.
- Taguchi underlines an engineering approach to quality
-He estimated that 80% of all defective items are caused by poor
product design.
 The key elements of Taguchi’s quality

1. Quality improvement should focus on reducing the variation

of the products key performance characteristics about their
target value.
2. The loss suffered by a customer due to a product’s
performance variation is often just about proportional to the
square of the deviation of the performance characteristics
from it’s target values.
3. The ultimate quality and cost of manufactured products are
determined top a great extent by the engineering design of
the product and the manufacturing process.
4. A product or process performance variation can be lessened
by exploiting the non-linear effects of the product process
parameters on the performance characteristics.
5. Statistically planned experiments can be used to name the
settings of the product/ process parameters that reduce
performance variation.
 Taguchi’s eight point approach

1 Determine the main functions , side effects and less modes.

2 Determine the noise factors and the testing conditions for
evaluating failure of quality.
3 Determine the quality characteristics to be observed and the
objective function to be optimized.
5 Determine the control factors and their alternate levels.
6 Blueprint the matrix requirements and define data analysis
procedure
7 Carry out the matrix
8 Examine the data , identify optimum levels for the control
factors and foresee performance under these levels.
9 Perform the confirmation experiment and prepare future
actions.