Quality Gurus

Question 1

What is Shewhart known for?

Answer 1

Father of statistical quality control (SQC)
• Created PDCA Model
• Control Charts
• Merged engineering, statistics and economics
• May have even created the Quality Profession
• Statistical Quality Control (SQC)
• Quality being relevant to products AND processes
Outputs of a process have data that can be analyzed
Three step process for mass production is specification, production, and inspection

Example sentence: Shewhart’s PDCA Model is widely used in quality management.

Question 2

What is Deming known for?

Answer 2

First application of SQC for non-manufacturing problems (System of Profound Knowledge)
• Statistical Process Control (SPC) on 14 points for leadership transformation
• Teach process improvement to increase quality
• Stress process variation through stat analysis
• Acknowledge workers expertise and involvement
• 7 deadly sins of management and deadly diseases for organizational success
• Applies to entire organizations around continuous improvement
• PDSA cycle
• 85% problems are from processes not employees
Taught statistical methods to engineers and designers

Additional information: Deming’s 14 points for leadership transformation are still widely used in management practices.

Question 3

Define Juan’s Trilogy.

Answer 3

Quality Planning correlates to Financial Planning.

Quality Control correlates to Financial Control

Quality Improvement correlates to cost reduction

N/A

Question 4

What is Juran known for?

Answer 4

Juran’s Trilogy (3 lvl approach to QA mgmt)
Emphasized human side of quality
Applied Pareto principal to quality (80/20 rule)
Project by project focus for quality
Quality does not happen by accident it must be planned and be a part of the business goals

None

Question 5

Noriaki Kano describes quality as?

Answer 5

Expected
Desired
Excited

Question 6

Describe Kano’s quality for “Expected”.

Answer 6

Also known as ‘dissatisfiers’ this level describes what customers say they want. This level is expected and does not increase satisfaction if present.

Example sentence: Customers expect timely delivery of their orders.

Question 7

Describe Kano’s quality for “Desired”.

Answer 7

Also known as ‘Satisfier’s’, this level of quality may not be expected, but would be nice to have. This level can add to the customers satisfaction.

Example sentence: Customers are pleasantly surprised when they receive a handwritten thank you note with their order.

Question 8

Describe Kano’s quality for “Excited”.

Answer 8

Also known as ‘Delighters/exciters’, this level of quality is beyond what is expected or desired. If present, this level dramatically increases satisfaction, but you will not lose the customer if it is not present.

Example sentence: Customers are delighted when they receive a free upgrade to a faster shipping method.

Question 9

Crosby’s definition of Quality

Answer 9

Do it right the first time. This definition is conformance to requirements (Form, fit, function)

Conformance to requirements means meeting the specified criteria for form, fit, and function.

Question 10

Deming’s definition of Quality

Answer 10

Meeting customer needs and wants which change over time. Continuous improvement/reevaluation which in turn demonstrates cost savings.

Continuous improvement refers to the ongoing effort to enhance products or processes over time.

Question 11

Juran’s definition of Quality

Answer 11

Fitness for use. Degree to which product confirms to design. Availability, reliability and maintainability

Fitness for use means the product can perform its intended function effectively.

Question 12

What is Ishikawa known for?

Answer 12

• Took Deming and Juran’s principals and geared them towards the Japanese focusing on collecting data and presenting them as drivers for quality
• Fishbone diagram
• Promoted the use of quality tools such as flowcharts and cause and effect diagram
• Company-wide Quality Control (CWQC) and participation
• Seven basic quality tools

ASQ Notes

Question 13

What is Crosby known for?

Answer 13

Known for Zero Defects and Quality problems can be addressed by management.
Less defects using quality products equals more money due to less rework
Quality as a key goal and quality is conformance to requirements.
Receiving training in quality.
Right first time.
14 step approach to quality improvement and DIRFT

Question 14

Ohno is know for?

Answer 14

Known for creating how an organization can identify waste (TIMWOOD) and lean manufacturing.

Question 15

Wastes identified by Ohno

Answer 15

Transportation, Inventory, Waiting, Motion, Overprocessing, Over producing, Defects, Non/under-utilized (human)

Known as the eighth waste and lean manufacturing

Question 16

What is Feigenbaum known for?

Answer 16

Quality must be managed, such as with quality standards and improvements.
Developing the concept of Total Quality Control (TQC) aka systematic and total approach to quality.
Build in quality up front not after the fact.
Quality means best for customer use, not best.
10 principles of quality.

Question 17

What is Quality according to Feigenbaum?

Answer 17

Quality must be managed

Quality is a companywide process, what the customer says it is, a sum of quality and cost, requires individual and teamwork enthusiasm, a way of managing, ethic, requires continuous improvement, and is the most cost-effective route to productivity.

Question 18

How is Quality implemented according to Feigenbaum?

Answer 18

Quality is implemented with the total system connected with customers and suppliers

Question 19

What does TIMWOOD stand for?

Answer 19

Transportation
Inventory
Motion
Waiting
Over processing
Over producing
Defects

Additionally, non/under-utilized human is an eighth waste.

Question 20

What are the 10 principles of quality?

Answer 20

Quality is a companywide process
Quality is what the customer says it is
Quality and cost are a sum, not a difference
Quality requires both individual and teamwork enthusiasm
Quality is a way of managing
Quality and innovation are mutually dependent
Quality is ethic
Quality requires continuous improvement
Quality is the most cost-effective, least capital-intensive route to productivity
Quality is implemented with the total system connected with customers and suppliers

Question 21

What is Frederick Taylor known for?

Answer 21

Assigning factory planning to specialized engineers and craftsman as supervisors.

Quality was maintained through labored skill and audits.

Increasing productivity without increasing the number of craftsmen

Quality would tank if this happened.