Quality Management Systems
Q1. Is quality is a Philosophy? Explain
A. The concept of quality is at the very centre of many ideas and practices of effective management and leadership, and programs like Total Quality Management and Six Sigma have been at the sole reason for the success of many companies. Companies and Management professionals now know that quality needs to be built into every level of a company, and it needs to be a part of everything the organization does. From answering the phone to assembling products and serving the end customer, quality is vital for the success of organizations. Quality is now a large part of modern management philosophy. Before globalization took over the world and technological advances became vital for survival, competitive pressures were much lower, and companies were usually satisfied with focusing their efforts on ensuring quality in the production process only. Now however, quality is often thought to start and end with the customer, it exists in every activity of a company and all points leading to and from the customer must aim for high-quality service and interaction. Therefore Quality is definitely a philosophy and any company which wants to succeed has to ensure that every single activity is of the highest quality. However quality philosophy should not stop at just companies and businesses. It should be adopted in each and every one of us. We should integrate quality in all our activities so that we can perform and deliver at the highest level. This will definitely help us succeed in everything that we do.
Q2. List the different Gurus of Quality.
A. The different gurus of quality are as follows.
1. W. Edwards Deming
2. Joseph M. Juran
3. Walter A. Shewart
4. Armand V. Feigenbaum
5. Philip B. Crosby
6. Kaoru Ishikawa
7. Genichi Taguchi
8. Shigeo Shingo
9. Eliyahu M. Goldratt
Q3. List out the contributions of each quality gurus.
A. The various contribution of the quality gurus are as given below. 1. W. Edwards Deming
Deming developed his complete philosophy of management, which he summarised into his fourteen points and the seven deadly diseases of management. He also studied and advanced the state of quality. This was based on work done by Shewhart with his explanations of variation, use of control charts, and his theories on knowledge, psychology and variation. Deming greatly helped to focus and stress on the responsibility of quality on management and popularized the PDCA cycle which was originally created by Shewhart, which led to it being referred to as the “Deming Cycle”.
2. Joseph M. Juran
Joseph M. Juran developed and refined the trio quality management i.e. quality planning, quality improvement, and quality control. His theory revolves around the flowing statement. Quality management plans quality improvements which will raise the level of performance. This must then be controlled or sustained at that level in order to start the cycle again. 3. Walter A. Shewart
Shewhart developed the Plan, Do, Check, Act (PDCA) cycle which is also known as “Plan-Do-Study-Act”, as well as theories of process control and the Shewhart transformation process. He also introduced statistical techniques in quality management with control charts and Statistical Process Control methods. 4. Armand V. Feigenbaum
Feigenbaum’s primary contribution to quality was the development of the idea of total quality control based on three steps to quality consisting of quality leadership, modern quality technology, and an organizational commitment to quality. 5. Philip B. Crosby
Philip B. Crosby developed the idea of “quality is free” which proclaims that implementing quality improvement pays for itself through the savings from the improvement, increased revenue from greater customer satisfaction, and the improved competitive advantage that it results in. He promoted the concept of “zero defects” to define the goal of a quality program as the...
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