【文章內(nèi)容簡介】 ? Joseph M. Juran ? Kaoru Ishikawa ? Armand Feigenbaum ? Philip Crosby ? Genichi Taguchi ? The Rest of the Pack ? Robert C. Camp ? Tom Peters ? Michael Hammer and James Champy 40 W. Edwards Deming ? Preeminent Authority ? W. Edwards Deming was widely accepted as the world’s preeminent authority on quality management prior to his death on December 24, 1993. ? Deming gained credibility because of his influence on Japanese and American industry. ? Contributions ? Fourteen Points for Management ? The Seven Deadly Diseases ? Emphasized “continual neverending improvement.” 41 W. Edwards Deming Born 1900。 died 1993 Engineer physicist Credited with teaching Japan quality control methods in postWW2 Used statistics to analyze process His methods involve workers in decisions 42 Deming’s concept of Quality ? Customer demand drives pursuit of quality ? Quality is a neverending journey ? Poor quality is not due to labor but system problems 43 Deming proposes 14 points that outline the changes in anization and managerial approaches to decision making that are needed to achieve a high level of success in quality. According to Deming, management must do the following...... 44 Deming’s 14 points 1. Constancy of purpose 2. Adopt a new philosophy 3. Cease mass inspection 4. Stop award business based on price tag 5. Constantly improve the system 6. Institute training on job 7. Improve leadership 8. Drive out fear 9. Break down barriers between departments 10. Eliminate slogans 11. Eliminate work standards 12. Remove barriers to pride 13. Institute education and selfimprovement 14. Put everybody to work 45 Joseph M. Juran ? Juran’s Approach ? Juran tends to take a more strategic and planningbased approach to improvement than does Deming. ? Juran promotes the view that anizational quality problems are largely the result of insufficient and ineffective planning for quality. ? Key Contributions ? Juran Trilogy ? Control versus Breakthrough ? ProjectbyProject Improvement ? Pareto Analysis 46 Joseph M. Juran The Juran Trilogy: Three basic processes that are essential for managing to improve quality. Planning Improvement Control 47 Joseph M. Juran ? Control versus Breakthrough ? According to Juran, control is a processrelated activity that ensures processes are stable and provides a relatively consistent oute. ? Control involves gathering data about a process to ensure that the process is consistent. ? Breakthrough improvement implies that the process has been studied and some major improvement has resulted in large, nonrandom improvement to the process. ? It is important to understand that control and breakthroughrelated activities should occur simultaneously. 48 Joseph M. Juran ? ProjectbyProject Improvement ? Juran teaches that improvement in anizations is acplished on a projectbyproject basis “and in no other way.” ? The projecttoproject approach advocated by Juran is a planningbased approach to quality improvement. ? Managers must prioritize which project will be undertaken first based on financial return. ? This means that analysts must use the language of management, that is, money, in order to help determine which projects should be undertaken. 49 Joseph M. Juran ? Pareto Analysis ? Joseph Juran identified an economic concept that he applied to quality problems. ? The economic concept is called Pareto’s law or the 80/20 rule. ? Using Pareto’s law, we see that the majority of quality problems are caused by relatively few causes. 50 Kaoru Ishikawa ? Ishikawa’s Primary Contributions ? Perhaps Ishikawa’s greatest achievement was the development and dissemination of the basic seven tools of quality (B7). ? As the developer of these tools, Ishikawa is credited with democratizing statistics. ? Ishikawa felt that to be successful, firms must make everyone responsible for statistical analysis and interpretation. 51 Kaoru Ishikawa ? Ishikawa’s Quality Philosophy ? Ishikawa spent his life working to improve quality in Japan. ? His ideas were synthesized into 11 points that made up his quality philosophy. ? Ishikawa is often overlooked in the .。 however, every firm that pursues quality improvement will use his tools. 52 Kaoru Ishikawa’s 11 points 1. Quality begins with education and ends with education. 2. The 1st step in quality is to know the requirements of the customer. 3. The ideal state of quality control is when inspection is no longer necessary. 4. Remove the root causes, not the symptoms. 5. Quality control is the responsibility of all workers and all divisions 6. Do not confuse the means with the objectives 7. Put quality first and set your sights on longterm objectives. 8. Marketing is the entrance and exist of quality 9. Top management must not show anger when facts are presented to subordinates 10. 95% of the problems in a pany can be solved by the seven tools of quality control. 11. Data without dispersion information case false data. 53 Armand Feigenbaum ? Feigenbaum’s primary contribution to quality thinking in America was his assertion that the entire anization should be involved in improving quality. ? He was the first in the . to move quality from the offices of the specialists back to operating workers. This occurred in the 1950s. ? Contributions ? Threestep process to improving quality. ? Four deadly sins that impede quality improvement. ? Nieen steps for improving quality. 54 Armand Feigenbaum Feigenbaum proposes a threestep process to improving quality. Quality Improvement Organizational Commitment Quality Techno