Quality Advocates

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Chapter 2

Quality Advocates

Quality Advocates
Dr. Armand Feigenbaum (1920 - ) Landmark text: Total Quality Control (1951)

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
Dr. Feigenbaum’s Definition of Quality:
Quality is a customer determination which is based on the customer’s actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market.

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
Dr. Armand Feigenbaum
Was the first individual to encourage treating quality as a fundamental business strategy; an approach to doing business that makes an organization more effective. Known for the concept of a ‘hidden plant’ inside that wastes time correcting mistakes Felt quality covers ALL aspects of business Customers to employees Products to processes

© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality, 5th ed. Donna C. S. Summers

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Quality Advocates
Dr. Armand Feigenbaum
Quality is not a factor to be managed but a method of ‘managing, operating, and integrating the marketing, technology, production, information, and finance areas throughout a company’s quality value chain.’ 1997: Changing Concepts and Management of Quality Worldwide

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
In the beginning of the modern quality era, 1950, Dr. Feigenbaum predicted quality would surpass price as the top issue for decision making. “I truly believe that quality is remembered long after the price has been forgotten” – Anonymous

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
Dr. Walter Shewhart (1891-1967)
Father of Statistical Process Control
Control of Quality of Manufactured Product
Van Nostrand Reinhold, 1931

Defined two aspects of quality
What the customer wants (subjective) What the physical properties are (objective)

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
Dr. Shewhart was the first person to encourage the use of easy-to-use statistics to remove variation ‘common cause variation’ – normal process fluctuations ‘special cause variation’ – uncontrolled influence

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
Dr. Shewhart proposed that controlled and uncontrolled variation exists. A phenomenon will be said to be controlled when, through the use of past experience, we can predict, at least within limits, how the phenomenon may be expected to vary in the future. Here it is understood that prediction within limits means that we can state, at least approximately, the probability that the observed phenomenon will fall within the given limits. Quality, 5th ed. Donna C. S. Summers © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

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Quality Advocates
Dr. Walter Shewhart proposed:
Common (Chance) Causes
Controlled variation that is present in a process due to the very nature of the process.

Special (Assignable) Causes
Uncontrolled variation caused by something that is not normally part of the process.

Quality, 5th ed. Donna C. S. Summers

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© 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Advocates
Dr. Shewhart: Inventor of Control Charts...
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