People

Question 1

Walter Shewhart

Answer 1

• A statistician at Bell Laboratories in 1920s, he studied randomness in industrial processes
• Known as the father of Statistical Process Control (SPC)
• Named common/special cause variation
• Developed a system for workers to determine whether
• those processes were “in control“.
• First defined quality as the “goodness of the product”.
• Source of inspiration for Deming and Juran

Question 2

Deming

Answer 2

• Believed in management as a system.
• Natural variation is inherent in all processes, but if reduce variation, productivity and quality both increase.
• Deemed management is responsible for 85% of the quality problem, shop floor employees only 15%
• Influenced post-WWII Japan’s production.
• “Quality is not mandatory. You can choose to go out of business.”
• Tool: PDCA or Deming Cycle

Question 3

Juran

Answer 3

• Defined quality as ‘fitness for use’.
• Focused on quality costs
• Stressed the point-in-time trade-offs of quality decisions.
• In 1957 published Quality Control Handbook
• Cost of Quality to the Firm
  
  • Four Categories of Cost:
  • Cost of Prevention (Prevent rework, scrap, and other failures)
  • Cost of Appraisal (Appraisal activities to detect nonconforming items)
  • Cost of Internal Failure (scrap, rework, rectification, retest, and including opportunity costs)
  • Cost of External Failure (warranty, returns, customer dissatisfaction, customer defection)

Question 4

Ishikawa

Answer 4

• Stressed basic quality tools.
• Advocated quality circles.
• Believed in worker involvement.
• Customer satisfaction is the basis for definitions of quality.
• “To practice quality control is to develop, design, produce and service a quality product which is most economical, most useful and always satisfactory to the consumer”

Question 5

Ishikawa- The ‘Six Big Losses’

Answer 5

Question 6

Ishikawa - Overall Equipment Effectiveness (OEE)

Answer 6

Question 7

Crosby

Answer 7

• Defined quality as conformance to requirements.
• Emphasized the importance of “zero defects”.
• Does not believe in trade-offs between quality and productivity (claimed by Juran): trade-offs only operate at the frontier between quality and productivity; most companies do not operate at the frontier
• Quality is Free: “It’s not a gift, but it’s free
• Four Absolutes:
  
  • The definition of quality is conformance to requirements
  • The system of quality is prevention
  • The performance standard is zero defects
  • The measurement of quality is the price of nonconformance

Question 8

Feigenbaum

Answer 8

• Stressed that quality is everybody’s job.
• Emphasized careful measurement and reporting of quality and costs
• Credited with defining Total Quality Management (TQM) in 1950s.
• TQM is:
  
  • a set of systematic activities
  • carried out by the entire organization
  • to effectively and efficiently achieve the organization’s objectives
  • so as to provide products and services with a level of quality that satisfies customers, at the appropriate time and price.”

Question 9

History of Quality Philosophies

Answer 9

From inspection to prevention

Question 10

Ohno - Seven Wastes

Answer 10

TIM WOODS

Question 11

Taguchi

Answer 11

• Taguchi contributed to both quality philosophy and quality tools.
• He said that there is a loss to society whenever there is a problem with the quality of a good or service (Taguchi loss function)
• He also developed graphical tools to facilitate the design of fractional factorial experiments (Taguchi Tables)