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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=nN4FbIgQFcQ

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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