Proctor and Gamble – Focus on repeat customers
* Practical satisfaction of meeting customer requirements.
* Review of modern quality – Skilled craftsman on 1 to 1 basis. Blacksmith.. one on one negotiation face to face relations with customers.
* Industrial Revolution – Henry Ford – Mass production. Quality once a post production review. Reactive approach.
* Bell System Statistical – Shurart.
* WWII Post War l 40’sand 50’s- Beming and Juran concepts fell on deaf ears. This message brought to Japan where concepts were embraced. Outperforming US counterparts.
* Fast forward to 1980s… Crisis around globe. Total Quality was reactive approach to crisis. Total quality Shift in vision from reactive little q (reactive post production inspection ) to big Q. – Total Quality approach with no external department but integrated with all responsible for their own quality. Late 80’s-`987 Malcolm Baldrige Award. TQM wasn’t an integrated function at that point.
Emergence of quality management - in service industries, government, health care and education. Evolution of quality to the broader concept of performance excellence Growth and adoption of Six Sigma
Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is a “race without a finish line”. It is ongoing and continuous.
Contemporary Influences on Quality.
New Dimensions of quality
21st Century Technology
Definition Change in Cycle –
Flow Charge of Quality
Marketing (User based definition)….….Design (value based)…Manufacturing based…..Distribution……Customer (Could be Transcedent and Product Based) Establish Definition – Meeting or Exceeding Customer Expectations. Other definitions can apply depending upon where we are I the supply chain. We know it when we see it.. Transcendent Definition: Know it when we see it
Product – based definitions
User-based definition – Fitness for intended use
Value based definition: quality vs price
Manufacturing based definition: Conformance to specifications which are known understood and complied with Distribution
Product Based….Return too this…
Who is the customer – The next USER and/or ultimate consumer of a product or service?
Our Definition – Meeting or Exceeding Customer Expectations Definition of Quality can change or evolve…
Customers – Customer- Driven Quality
Either our end users or consumer or external that is or is not ultimate consumer.. End Users or Consumers
May be an external
External Customer –
Internal Customer- Follows you in an assembly line. If you generate a report and hand it to someone.. Anyone who stands to value from work you provide is an internal customer
Delivered through Principals with is the foundation of the Philosophy Practices – Activities by which principles are implemented Techniques – Tools and approaches to make practices effective
Variation – From customer expectations resulting from natural and special causes.
Anything that doesn’t Add Value = WASTE, Output…Not Specified by Customer
Value – An Assessment of Worth compared to price or cost..
Customer Focus.. Maximize Value.. Minimize Variation and Do that by focus on Process (Inputs and Outputs)… Some refer to as Customer Satisfactions, Continuous Improvement Operational Excellence, Zix Sigma, Lean Operating Systems, In Control and Capable..
Total Quality Principles (3)
1) Customer and Stakeholder Focus
- Customer is the principal judge of quality
- Organizations must 1st understand customers needs and expectations in order to meet and exceed them
- Organizations must build relationships with customers
- Customers include employees and society at large.
2) Employee Engagement and Teamwork
* Employees know their jobs best and therefore...