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0 10-July-2020

Study Guide in CBMEC 101 – Operations Management (TQM) Module No. 3

STUDY GUIDE FOR MODULE NO. ___

PHILOSOPHIES AND FRAMEWORKS

MODULE OVERVIEW

To fully understand the TQM movement, there are philosophies of notable individuals who have
been critical in the emergence and development of contemporary knowledge regarding quality. In
this chapter we will be discussing the major philosophies in quality these include the Deming
Philosophy, the Juran Philosophy, and the Crosby Philosophies each of these philosophies have
their key points, similarities and differences, and also their contributions to modern practice. Other
philosophies will also be discussed which helped to shape current thinking in quality management.

LEARNING CONTENTS (THE DEMING PHILOSOPHY)

No individual has had more influence on quality management than Dr. William Edwards Deming
(1900 – 1993). Deming received a Ph.D. in physics and was trained as a statistician, so much of his
philosophy can be traced to these roots. He is best known as one of the “early” pioneers, and was
credited with popularizing quality control in Japan in early 1950s.Today, he is regarded as a national
hero in that country and is the father of the world famous Deming prize for quality.

The following are the notable contributions of Dr. W. Edwards Deming, he advocated Statistical
Process Control which emphasizes on the methods which signal shifts in a process that will likely
lead to products and/or services not meeting customer requirements. Emphasized an overall
organizational approach to managing quality. He also demonstrated that quality products are less
costly than poor quality products. Lastly, he identified 14 points critical for improving quality.

Demings 14 Points for improving quality

1. Create constancy of purpose for improvement of product and service.
2. Adopt the new philosophy.
3. Cease dependence on mass inspection.
4. End the practice of awarding business on the price tag alone.
5. Improve constantly and forever the system of production and training.
6. Institute training.
7. Institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans, exhortations, and targets for the workforce.
11.Eliminate numerical quotas.
12. Remove barriers to pride in workmanship.
13. Institute a vigorous program of education and retraining.
14. Take action to accomplish the program.

Demings System of Profound Knowledge

1. Appreciation for a system
2. Understanding process variation
3. Theory of Knowledge
4. Psychology

LEARNING CONTENTS (THE JURAN PHILOSOPHY)

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Study Guide in CBMEC 101 – Operations Management (TQM) Module No. 3

Dr. Joseph Juran assisted the Japanese in their reconstruction processes after world war II. He
firstly became well-known in the US as the editor of the Quality Control Handbook and alter for his
paper introducing the quality trilogies. He also Emphasized the importance of producing quality
products through an approach focused on quality planning, control, and improvement.

Quality Trilogy

1. Quality planning: Process of preparing to meet quality goals. Involves understanding customer
needs and developing product features.
2. Quality control: Process of meeting quality goals during operations. Control parameters.
Measuring the deviation and acting.
3. Quality improvement: Process for breaking through to unprecedented levels of performance.
Identify areas of improvement and get the right people to bring about the change.

Ten Steps to Quality

1. Established awareness for the need to improve and the opportunities for improvement
2. Set goals for improvement
3. Organize to meet the goals that have been set
4. Provide training
5. Implement projects aimed at solving problems
6. Report progress
7. Give recognition
8. Communicate results
9. Keep score
10. Maintain momentum by building improvement into company’s regular systems

LEARNING CONTENTS (THE CROSBY PHILOSOPHY)

Philip Crosby came to national prominence with the publication of his book Quality is Free. He
established the absolutes of quality management, which states that the only performance standard
is zero defects and basic elements of improvement. He also believed that an organization can
reduce overall costs by improving the overall quality of its processes.

Steps to quality improvement by Philip Crosby

Step 1: Management Commitment

Step 2: Quality Improvement Team
Step 3: Quality Measurement
Step 4: Cost of Quality Education
Step 5: Quality Awareness
Step 6: Corrective Action
Step 7: Establish an Ad Hoc Committee for the Zero Defects Program
Step 8: Supervisor Training
Step 9: Zero Defects Day
Step 10: Goal Setting
Step 11: Error Cause Removal
Step 12: Recognition
Step 13: Quality Council
Step 14: Do it Over Again

Absolutes of Management

Quality means conformance to requirements not elegance.

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Study Guide in CBMEC 101 – Operations Management (TQM) Module No. 3

There is no such thing as quality problems.

There is no such thing as economics of quality: it is always cheaper to do the job right the first time.
The only performance measurement is the cost of quality: the cost of non-conformance.

LEARNING CONTENTS (OTHER QUALITY GURUS)

Dr. Walter A. Shewhart

Developed statistical control process methods to distinguish between random and nonrandom
variation in industrial processes to keep processes under control.
Developed the “plan-do-check-act” (PDCA) cycle that emphasizes the need for continuous
improvement. He Strongly influenced Deming and Juran.

Dr. Armand Feigenbaum

Proposed the concept of “total quality control,” making quality everyone’s responsibility.
Stressed interdepartmental communication.
Emphasized careful measurement and report of quality costs.

Three Steps of Quality

1. Quality Leadership
2. Modern Quality Technology
3. Organizational Commitment

Prof. Kaoru Ishikawa

Developed problem-solving tools such as the cause-and-effect (fishbone) diagram.

Called the father of quality circles.

Quality tools
1. Process flow chart
2. Check sheet
3. Histogram
4. Pareto chart
5. Cause – effect diagram
6. Scatter diagram
7. Control Chart

Genichi Taguchi

Emphasized the minimization of variation. Concerned with the cost of quality to society. Extended
Juran’s concept of external failure.

Dr. Shingo Shigeo

Dr. Shingeo was one of the greatest influences on Japanese quality control and his contributions to
quality improvement transformed the Japanese industrial sector and accordingly influenced the
industries in the west.

1. Just in Time (JIT)

2. Single Minute Exchange of Dies (SMED)
3. Zero Quality Control (ZQC)

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Study Guide in CBMEC 101 – Operations Management (TQM) Module No. 3

Masaki Imai

Masaki Imai is the founder and president of Kaizen Institute who threw the work “Kaizen”. Kaizen
refers to continuous or on-going improvement

SUMMARY

Despite their significant differences to implementing organizational change, the philosophies of

Deming, Juran, and Crosby are more alike than different. Each views quality as imperative in the
future competitiveness in global markets; make top management commitment an absolute
necessity; demonstrates that quality management practices will save, not cost money.

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