From Deming to Huang: An Overview of TQM and TDQM

Size: px
Start display at page:

Download "From Deming to Huang: An Overview of TQM and TDQM"

Transcription

1 University of Oregon Applied Information Management Program AIM 610: Managing Information Assets Unit 5, Lecture 1 From Deming to Huang: An Overview of TQM and TDQM In the early 1980s, a story circulated of an American manufacturer that placed a large order for parts from a Japanese supplier. As part of the contract, the American company insisted that they would only accept six defective parts per 100 ordered, which the Japanese company found odd but accepted in order to win the business. When the order arrived the American company found the following note from the supplier: Thank you for your order. Please find enclosed the parts you specified. As requested, we have included six defective parts for every 100 parts ordered. These have been labeled and packaged separately for your convenience. This anecdote demonstrates two approaches to quality. The first view, that of the American company above, could be termed conformance to requirements. In this approach, quality is achieved and maintained by inspecting products and detecting defects. The second approach is customer-driven quality in which quality is achieved and improved by preventing problems and continually reducing variability in all production processes. The second approach leads to a much higher and more consistent level of quality than is possible with the inspect-and-detect approach. While the prevention approach first came to prominence in Japanese manufacturing, it was systematized by an American, Edward Deming, who popularized it as Total Quality Management or TQM. The TQM philosophy has been summarized by Peter Capezio and Debra Morehouse as: Total Quality Management refers to a management process and set of disciplines that are coordinated to ensure that the organization consistently meets and exceeds customer requirements. TQM engages all divisions, departments and levels of the organization. Top management organizes all of its strategy and operations around customer needs and develops a culture with high employee participation. TQM companies are focused on the systematic management of data of all processes

2 and practices to eliminate waste and pursue continuous improvement.. 1 Milakovich and Gordon expand on this by defining Total Quality Management as: A management approach that encourages organization-wide commitment, teamwork, and better quality of results by providing incentives to increase the success of the whole enterprise. Elements of TQM include commitment to meeting customer-driven quality standards; employee participation or empowerment to make decisions at the point closest to the customer; actions based on data, facts, outcome measures, results, and statistical analysis; commitment to process and continuous quality improvements; and organizational changes and teamwork to encourage implementation all of the above elements 2 Figure 1 - Pat Hammett s Quality Hierarchy 1 Capezio, P., & Morehouse, D. Taking the mystery out of TQM: A practical guide to total quality management, p.1. 2 Milakovich, M., & Gordon, G. Public administration in America, p Managing Information Assets Unit 5, Lecture 1 Page 2

3 Pat Hammett boils it down to a single sentence: Do the right things, right the first time, every time (see also Figure 1). 3 This production and management philosophy is as valid and applicable to data and information as it is to widgets. Consider the detection method of quality control in the context of generating a quarterly financial report. The report lands on the desk of the CEO who immediately detects a problem with one of the numbers. Say the total overhead cost is off by 5% because it doesn t account for the new lease that went into effect half way through the reporting period. This may seem simple to fix since the cause was readily identified. The problem is that the rent is just one component of the total overhead cost, and it may be a component of many other figures in this and other reports. To correct the problem, the value of the rent figure must be tracked back to its source, corrected and propagated forward throughout the enterprise. This may involve correcting transformations applied to the data as it moves from transactional databases to operational data stores through a data warehouse and into reporting tools. This is very time consuming, tedious and costly work. It also doesn t take into account the cost of having inaccurate information released to the world. The cost of detection, as apposed to prevention, is well understood in the world of production, especially in the context of software and system development. It is defined in terms of cost of change. Simply put, the later a problem is detected, the more costly it will be to correct. Scott Ambler gives the classic example in his book Agile Modeling: 3 Hammett, Pat. The Philosophy of TQM, p. 5. Managing Information Assets Unit 5, Lecture 1 Page 3

4 For example, if you make a requirements error and find it during the requirements phase it is inexpensive to fix. You merely change a portion of your requirements model. A change of this scope is on the order of $1 (you do a little bit of retyping/remodeling). If you do not find it until the design stage, it is more expensive to fix. Not only do you have to change your analysis, you also have to reevaluate and potentially modify the sections of your design based on the faulty analysis. This change is on the order of $10 (you do a little more retyping/remodeling). If you do not find the problem until programming, you need to update your analysis, design, and potentially scrap portions of your code, all because of a missed or misunderstood user requirement. This error is on the order of $100, because of all the wasted development time based on the faulty requirement. Furthermore, if you find the error during the traditional testing stage, it is on the order of $1,000 to fix (you need to update your documentation and scrap/rewrite large portions of code). Finally, if the error gets past you into production, you are looking at a repair cost on the order of $10,000+ to fix (you need to send out update disks, fix the database, restore old data, and rewrite/reprint manuals). 4 Figure 2 - The Cost of Error Detection Figure 2 - The Cost of Error Detection So, do the right things, right the first time, every time, as recommended by Pat Hammett. 4 Ambler, Scott. Agile Modeling. p.34 Managing Information Assets Unit 5, Lecture 1 Page 4

5 Deming identified fourteen key points that are crucial to implementing Total Quality Management and minimizing the cost of change. 5 Each of these principles is very high level and generally applicable, but when read in the context of enterprise data quality they take on even more relevance and urgency, that Deming could not have foreseen. 1. Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs. 2. Adopt the new philosophy. We are in a new economic age. Western management must awaken to the challenge, must learn their responsibilities, and take on leadership for change. 3. Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place. 4. End the practice of awarding business on the basis of price tag. Instead, minimize total cost. Move toward a single supplier for any one item, on a long-term relationship of loyalty and trust. 5. Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease costs. 6. Institute training on the job. 7. Institute leadership. The aim of supervision should be to help people and machines and gadgets to do a better job. Supervision of management is in need of overhaul as well as supervision of production workers. 8. Drive out fear, so that everyone may work effectively for the company 9. Break down barriers between departments. People in research, design, sales, and production must work as a team, to foresee problems of production and in use that may be encountered with the product or service. 10. Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low quality and low productivity belong to the system and thus lie beyond the power of the work force. 11a. Eliminate work standards (quotas) on the factory floor. Substitute leadership. 11b. Eliminate management by objective. Eliminate management by numbers, numerical goals. Substitute leadership. 5 Deming, Edward. Out of the Crisis. p.18 Managing Information Assets Unit 5, Lecture 1 Page 5

6 12a. Remove barriers that rob the hourly worker of his right to joy of workmanship. The responsibility of supervisors must be changed from sheer numbers to quality. 12b. Remove barriers that rob people in management and in engineering of their right to joy of workmanship. This means abolishment of the annual merit rating and of management by objective 13. Institute a vigorous program of education and self-improvement. 14. Put everybody in the company to work to accomplish the transformation. The transformation is everybody's job. Deming embodied these principles in a quality improvement cycle consisting of four steps: plan, do, check, act. The relevance of Deming s TQM to information and data has been deeply examined by Huang, Lee and Wang. Their goal was to develop a method that would ensure (or at least promote) the consistent creation of quality data, information and knowledge. They define quality information as information that is fit for use, meaning it will allow the information consumer to accurately, efficiently and consistently accomplish the task for which the information is required. To this end, Huang, Lee and Wang have revamped and repackaged Deming s quality improvement cycle as Total Data Quality Management. In doing so, plan, do, check, act has been transformed into define, measure, analyze, improve (see Figure 3). Huang, Lee and Wang examine information production and management from three distinct though complimentary perspectives: 1) intuitive, 2) empirical and 3) system. Managing Information Assets Unit 5, Lecture 1 Page 6

7 The intuitive approach to data quality centers on what people expect the data to be and what aspects of the data they consider important. As its name implies, the intuitive data quality approach can be very personal and idiosyncratic. This has the benefit of focusing on what is of value to a specific domain or organization, but has the drawback of limited rigor. It is also based most often on the inspect, detect and correct approach to improving quality, which we have seen is not particularly effective or scalable. Empirical analysis of data quality takes a step forward by gathering information directly from information consumers to determine how they judge whether information is fit for use in their tasks. Most often this information is gathered through interview and observation. Often direct observation can be enhanced by indirect data gathering such as log inspection. This shifts the establishment of criteria for acceptability from the information producer to Define TDQM Cycle Measure Figure 3 TDQM Model Improve Analyze the information consumer. In other words, the quality model changes from conformance to requirements to customer-driven quality. This has the obvious advantage of more directly representing the actual users and their needs. As a consequence, however, it also suffers from the variability and idiosyncratic nature inherent in the intuitive approach. Empiricism will allow you to make your data more accurately reflect the needs of your users, but still falls back on inspect and detect. Both the intuitive and empirical approaches are useful in correcting flawed data, but neither does much to prevent the flaws from occurring in the first place. Managing Information Assets Unit 5, Lecture 1 Page 7

8 To get at the root of the matter, a systems approach to data quality is required. This principle is not limited to data quality. Peter Singe has written extensively on this issue, most notably in his book The Fifth Discipline: Systems thinking is a discipline for seeing wholes. It is a framework for seeing interrelationships rather than things, for seeing patterns of change rather than static snapshots. It is a set of general principlesdistilled over the course of the twentieth century, spanning fields as diverse as the physical and social sciences, engineering, and management....during the last thirty years, these tools have been applied to understand a wide range of corporate, urban, regional, economic, political, ecological, and even psychological systems. And systems thinking is a sensibility- for the subtle interconnectedness that gives living systems their unique character. 6 Without a sense for the whole of a system with all of its interdependencies, it is impossible to get at the root causes of quality issues. You will be forever treating symptoms rather than the disease itself. The system perspective places its emphasis on potential ways in which the quality of data and information can become compromised during its creation. This is much like examining an assembly line for the introduction of defective parts and assembly errors, before the product is completed and delivered to the customer. It is important to distinguish between two common views of the information systems: internal and external. The internal view looks at the system as a black box only considering inputs and outputs. The inner workings of the system are left at the magic happens here level. This approach is essential to defining requirements. It can also be useful in focusing attention on sources and products, but inevitably promotes an inspect and detect approach as the actual processes and transformations are hidden from view. 6 Senge, Peter. The Fifth Discipline. Electronic edition. Managing Information Assets Unit 5, Lecture 1 Page 8

9 The more appropriate systems approach is an internal view that looks at the components and processes involved in the creation of the information product. This has the advantage of identifying the source of data deficiencies rather than merely identifying instances of the deficiencies. It has the added advantage of being a bit abstracted from the black box view so that Information quality measures can be defined in a manner that allows them to be applied and compared across multiple components or systems. Discreet operations within the system can be mapped to the corresponding elements in the real world they are meant to represent. For example, a summary calculation can be independently and externally performed on the source data to verify the formula and its computation in the information system. More importantly, quality measures can be defined at a level that allows multiple, independent systems to be compared in a meaningful way. The data deficiencies revealed by a systems approach generally fall into three distinct categories: Data Deficiencies Design Deficiencies Operational Deficiencies At the most basic level, a data deficiency occurs when the data or information presented by the system does not accurately reflect the real world entity it is meant to represent. A database recording a person s eye color as brown when it is actually blue, a household income level of $50,000 when that number represents only the head of household earnings, and average residential square footage that does not account for apartments in an area, are all examples of data deficiencies. Data deficiencies can also occur from ambiguity in the data. If first and last name are used as the primary means of identifying individuals and more than one John Smith occurs, you have no way to identify which John Smith is which. The mapping of identifier to object is ambiguous. Managing Information Assets Unit 5, Lecture 1 Page 9

10 Design deficiencies generally occur when the developer hasn t thought through all of the possible representations the information system must support. When the mechanisms a system uses to represent the real world are incomplete, ambiguity is inevitably the result. A census form that has religious preference checkboxes for Christian, Jewish and Muslim will have problems if the population also includes Buddhists, Hindus, and Wiccans. Either the user will omit these faiths from the information pool (incomplete representation) or lump them all into the notorious and generally useless other category (ambiguous representation). Mapping between the real world and the Information system must be exhaustive. If it cannot be, it must be an explicit omission that is well documented along with the appropriate work around. Ignoring the omission will be devastating to the systems information quality and the users' trust. Operational deficiencies can usually be chalked up to user error. The user meant to enter y and instead entered n or t or u. Simple transpositions such as 679 rather than 697 or 769 are also common sources of operational deficiencies. The technical term for this is fat-fingering and is probably the single most common cause for bad data. Another source of operational deficiencies stems from design deficiencies. If the design of the system includes states that have no relationship to an object or state in the real world, the user may select the meaningless representation resulting in bad data. In my opinion, nearly all uses of the other or miscellaneous labels fall into this category. In summary, deficiencies in data and information quality fall into four general categories and stem from three main causes. These are summarized in the table below 7. In the next lecture, we will look at how to measure data quality in both quantitative and qualitative ways. We will them review current best practices in achieving and maintaining quality information. 7 Huang, K., Lee, Y., Wang, R. Quality Information and Knowledge. p. 40. Managing Information Assets Unit 5, Lecture 1 Page 10

11 Data Dimension Complete Unambiguous Meaningful Correct Nature of Associated Data Deficiency Improper representation: missing IS states Improper representation: multiple RW states mapped to the same IS state Meaningless IS state and garbling (mapping to a meaningless state) Garbling (mapping to a wrong state) Source of Data Deficiency Design failure Design failure Design failure and operation failure Operation failure Figure 4 Overview of Data Quality and Deficiencies Managing Information Assets Unit 5, Lecture 1 Page 11

"Agile Testing: What Would Deming Do?"

Agile Testing: What Would Deming Do? T10 Class 4/19/2012 11:15:00 AM "Agile Testing: What Would Deming Do?" Presented by: Mark Strange Wood Cliff Consulting Brought to you by: 340 Corporate Way, Suite 300, Orange Park, FL 32073 888-268-8770

More information

14 Ways to Destroy Your Organization - And 14 Ways to Develop It!

14 Ways to Destroy Your Organization - And 14 Ways to Develop It! 14 Ways to Destroy Your Organization - And 14 Ways to Develop It! CQI Presenta,on Dennis Sergent, January 26, 2076 Our Program This program provides examples to show how managers can o5en destroy their

More information

PMPA Tech Conference Do we have the Tools and Knowledge to weather the Storm?

PMPA Tech Conference Do we have the Tools and Knowledge to weather the Storm? PMPA Tech Conference 2014 Do we have the Tools and Knowledge to weather the Storm? Quality Initiatives Malcolm Baldrige National Quality Award ISO Standards (ISO 9001, ISO 14001, AS 9100, ETC ) Six Sigma

More information

How the Ideas of a 1950s Statistician Taught me more about Management than Business School. Amy Shropshire, CASK Communications

How the Ideas of a 1950s Statistician Taught me more about Management than Business School. Amy Shropshire, CASK Communications How the Ideas of a 1950s Statistician Taught me more about Management than Business School Amy Shropshire, CASK Communications Scrobbesbyrigscīr......but you can call me Amy W. Edwards Demming image Eighty-five

More information

Service Quality Research/10 Deming s Fourteen Points and Service Quality Research - 2

Service Quality Research/10 Deming s Fourteen Points and Service Quality Research - 2 Publishing Date: September 1991. 1991. All rights reserved. Copyright rests with the author. No part of this article may be reproduced without written permission from the author. Service Quality Research/10

More information

AN INTRODUCTION TO THE WORKS OF W. EDWARDS DEMING

AN INTRODUCTION TO THE WORKS OF W. EDWARDS DEMING Total Quality Management AN INTRODUCTION TO THE WORKS OF W. EDWARDS DEMING D E M I N G Dr. W. Edwards Deming (1900-1993) B.S. Electrical Engineering M.S./Ph.D. Mathematics / Physics Asked by Gen MacArthur

More information

The Philosophy of TQM An Overview

The Philosophy of TQM An Overview The Philosophy of TQM An Overview TQM = Customer-Driven Quality Management References for Lecture: Background Reference Material on Web: The Philosophy of TQM by Pat Hammett Customer Quality Measures Customers

More information

Chapter 2 Quality Theory

Chapter 2 Quality Theory Chapter 2 Quality Theory 2 1 Quality Gurus and Their Contributions to Quality Theory Edwards Deming Juseph M. Juran Kaoru Ishikawa Armand Feigenbaum Philip Crosby Genichi Taguchi . W. Edwards Deming Gained

More information

TQM and Reliability Engineering

TQM and Reliability Engineering Total Quality Management & Reliability Engineering Dr V. Muralidharan Dept. of Mechatronics SRM University Introduction Total Quality Management TQM is an enhancement to the traditional way of doing business.

More information

Intelligent Solutions, Inc. Copyright 2008 Intelligent Solutions, Inc., All Rights Reserved. Geiger - 1

Intelligent Solutions, Inc.  Copyright 2008 Intelligent Solutions, Inc., All Rights Reserved. Geiger - 1 Geiger - 1 It is important to note that data quality while critically important to business intelligence is also critical to the operations of the enterprise. Data Quality Management covers all operational

More information

Enhancing Audit Program Using Dr. Deming s 14 points. Naren Patel ASQ Fellow October 12-13, 2017

Enhancing Audit Program Using Dr. Deming s 14 points. Naren Patel ASQ Fellow October 12-13, 2017 Enhancing Audit Program Using Dr. Deming s 14 points Naren Patel ASQ Fellow October 12-13, 2017 1 Dr. Deming, the Father of Quality W. Edward Deming is famous for the insightful views, ideas and commentary

More information

Total Quality Management

Total Quality Management Total Quality Management The way of managing organization to achieve excellence Total everything Quality degree of excellence Management art, act or way of organizing, controlling, planning, directing

More information

Performance measurement and targets: Dr Deming s Five Deadly Diseases

Performance measurement and targets: Dr Deming s Five Deadly Diseases Performance measurement and targets: Dr Deming s Five Deadly Diseases People with targets and jobs dependent upon them will probably reach the targets, but destroy the enterprise in doing so. Deming, 1982

More information

Out of Another #$&*% Crisis

Out of Another #$&*% Crisis Out of Another #$&*% Crisis A Joint Presentation by Dr. Deming and Mike Micklewright mike@mikemick.com 847-401 401-04420442 www.mikemick.com How Long for Transformation? It might be obvious to anyone,

More information

Total Quality Management

Total Quality Management Seminar Series On Total Quality Management BIJAY LAL PRADHAN, Ph.D. Quality Assurance & Accreditation Centre, T.U. M Sc Statistics, FDPM(IIMA) Total Quality Management Course Title : Seminar on Total Quality

More information

There is no quality in construction

There is no quality in construction There is no quality in construction Ken Cameron General Manager AQUAS About AQUAS AQUAS provide specialist services in Quality, OHS and Environmental management systems including Development of Management

More information

SHORT ANSWER QUESTIONS (KEY) UNIT- I

SHORT ANSWER QUESTIONS (KEY) UNIT- I SHORT ANSWER QUESTIONS (KEY) UNIT- I 1. Define quality. Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs. 2. What do you mean by quality

More information

From the Perspective of the Worker Making Things Run Better. Mike Taubitz

From the Perspective of the Worker Making Things Run Better. Mike Taubitz From the Perspective of the Worker Making Things Run Better Mike Taubitz Introductions Name and organization Why are you here and what do you hope to gain from this session? How much variability do you

More information

CSU Project Management Certificate Program

CSU Project Management Certificate Program CSU Project Management Certificate Program Project Quality Management Instructor: Ric Rothschild, PMP Contact Info: ric.rothschild@comcast.net 303-664-1117 1 Project Quality Management Agenda Introduction

More information

WHY QUALITY IS IMPORTANT? PRODUCT AND QUALITY COSTS OF POOR QUALITY COST OF ACHIEVING GOOD QUALITY. Prevention costs.

WHY QUALITY IS IMPORTANT? PRODUCT AND QUALITY COSTS OF POOR QUALITY COST OF ACHIEVING GOOD QUALITY. Prevention costs. WHY QUALITY IS IMPORTANT? Lecture 7: Quality management systems PRODUCT AND QUALITY Quality has direct impact on economic results in both ways Costs Incomes Quality assurance Poor quality costs Higher

More information

Quality Engineering (ME522)

Quality Engineering (ME522) Quality Engineering (ME522) Dr. Monoj Bardalai Assistant Professor Department of Mechanical Engineering Tezpur University 13-02-2019 2 Introduction: Total Quality Management (TQM) 6 Basic concepts 1. Involvement

More information

Applications of The Deming s 14 Principles. Who was Dr. W. Edwards Deming? Deming s Principles 10/14/13. W. Edwards Deming s 14 Points

Applications of The Deming s 14 Principles. Who was Dr. W. Edwards Deming? Deming s Principles 10/14/13. W. Edwards Deming s 14 Points Applications of The Deming s 14 Principles Who was Dr. W. Edwards Deming? Dr. W. E. Deming was one of the world s leaders of Quality management. PRESENTED BY SACHIN KHANDELWAL 21 MEHUL LUDBE 22 SANDEEP

More information

Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. Copyright (c) 2013 John Wiley & Sons, Inc.

Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. Copyright (c) 2013 John Wiley & Sons, Inc. 1 Learning Objectives 2 1.1 Definitions Meaning of Quality and Quality Improvement 1.1.1 The Eight Dimensions of Quality 1. Performance 2. Reliability 3. Durability 4. Serviceability 5. Aesthetics 6. Features

More information

Online International Interdisciplinary Research Journal, {Bi-Monthly}, Volume-II, Issue-II, Mar-Apr2012

Online International Interdisciplinary Research Journal, {Bi-Monthly}, Volume-II, Issue-II, Mar-Apr2012 Software Development Process And The Total Quality Management Amit C. Joshi Department of Computer Management, Business Administration College, Buldana (M.S.), India. Abstract This paper discusses the

More information

THE DEMING CUP FOR OPERATIONAL EXCELLENCE 2015

THE DEMING CUP FOR OPERATIONAL EXCELLENCE 2015 THE DEMING CUP FOR OPERATIONAL EXCELLENCE 2015 Nomination Form Awarded annually, the Deming Cup for Operational Excellence recognizes world leaders and practitioners who have made outstanding contributions

More information

CHAPTER 2. Defining the Company s Mission and Social Responsibility

CHAPTER 2. Defining the Company s Mission and Social Responsibility 1 CHAPTER 2 Defining the Company s Mission and Social Responsibility 2 Chapter Topics What is a Company Mission? Formulating a Mission Overseeing the Strategy Makers Agency Theory The Stakeholder Approach

More information

INVESTIGATION OF THE APPLICATION OF QUALITY TOOLS IN PROJECTS A CASE STUDY IN A COMMERCIAL COMPANY

INVESTIGATION OF THE APPLICATION OF QUALITY TOOLS IN PROJECTS A CASE STUDY IN A COMMERCIAL COMPANY i INVESTIGATION OF THE APPLICATION OF QUALITY TOOLS IN By Epitropakis Konstantinos A THESIS REPORT Presented to the Project Management Program in the School of Management of City University of Seattle

More information

Understanding the Functions and Roles of Management. Managerial Functions. The Roles of Management. Organizing. Planning. Leading.

Understanding the Functions and Roles of Management. Managerial Functions. The Roles of Management. Organizing. Planning. Leading. Understanding the Functions and Roles of Management Prentice Hall, 2004 Business In Action 2e Chapter 6-1 Managerial Functions Planning Organizing Leading Controlling Prentice Hall, 2004 Business In Action

More information

1. Lowering the costs is one of the objectives of the production and logistics function

1. Lowering the costs is one of the objectives of the production and logistics function Chapter 17 Global Production, Outsourcing, and Logistics True / False Questions 1. Lowering the costs is one of the objectives of the production and logistics function of an international firm. True False

More information

PMP Exam Preparation Workshop Project Quality Management

PMP Exam Preparation Workshop Project Quality Management PMP Exam Preparation Workshop Project Quality Management 1 Learning Objectives By the end of this session you will understand: The PM Quality Processes The PM Process Groups Project Quality Management

More information

Toxic Projects. Dr. Colin J. Neill. Associate Professor of Software Engineering Assistant Division Head, Engineering

Toxic Projects. Dr. Colin J. Neill. Associate Professor of Software Engineering Assistant Division Head, Engineering Toxic Projects Dr. Colin J. Neill Associate Professor of Software Engineering Assistant Division Head, Engineering Toxic projects 2 IT projects regularly fail Over-budget, late, reduced functionality,

More information

Chapter 9 1. List and briefly explain the dimensions of product and service quality

Chapter 9 1. List and briefly explain the dimensions of product and service quality Chapter 9 1. List and briefly explain the dimensions of product and service quality Product Quality the dimensions of product quality include: 1. performance main characteristics or function of the product

More information

Managing Quality: Integrating the Supply Chain, 5e (Foster) Chapter 2 Quality Theory

Managing Quality: Integrating the Supply Chain, 5e (Foster) Chapter 2 Quality Theory Managing Quality: Integrating the Supply Chain, 5e (Foster) Chapter 2 Quality Theory 1) A coherent group of general propositions used as principles of explanation for a class of phenomena is referred to

More information

IE 362 Quality Control. Week1. (Quality and TQM) Lecture Outline

IE 362 Quality Control. Week1. (Quality and TQM) Lecture Outline IE 362 Quality Control Week1 Introduction to Quality Improvement. (Quality and TQM) Dr. Sun Olapiriyakul Lecture Outline Meaning of quality 8 dimensions of quality TQM Quality concepts and philosophies

More information

Computer Science and Software Engineering University of Wisconsin - Platteville 3. Statistical Process Control

Computer Science and Software Engineering University of Wisconsin - Platteville 3. Statistical Process Control Computer Science and Software Engineering University of Wisconsin - Platteville 3. Statistical Process Control Yan Shi SE 3730 / CS 5730 Lecture Notes Outline About Deming and Statistical Process Control

More information

Total Quality Transportation Through Deming s 14 Points

Total Quality Transportation Through Deming s 14 Points Top Quality Transportation Through Deming s 14 Points Total Quality Transportation Through Deming s 14 Points Bhimaraya A. Metri, Management Development Institute, India Abstract Transportation organizations,

More information

Total Quality Management Chapter 3 Quality Management Philosophies

Total Quality Management Chapter 3 Quality Management Philosophies Total Quality Management Chapter 3 Quality Management Philosophies Chapter3 1 Quality Management Philosophies Dr. W. Edwards Deming: (1900-1993) is considered to be the Father of Modern Quality Dr. Deming

More information

Lecture 6 MBF2213 Operations Management Prepared by Dr Khairul Anuar. L6: Quality Management

Lecture 6 MBF2213 Operations Management Prepared by Dr Khairul Anuar. L6: Quality Management Lecture 6 MBF2213 Operations Management Prepared by Dr Khairul Anuar L6: Quality Management Capacity planning and control Operations strategy Design Improvement Quality management Planning and control

More information

Trust, the Foundation of a Functional Team

Trust, the Foundation of a Functional Team When Patrick Lencioni set out to write about the attributes and behaviors that determine if a team will be functional (that is accomplish the results it set out to achieve) 1, he described five key attributes

More information

Quality Management EOE-072. It costs a lot to produce a bad product. Norman Augustine

Quality Management EOE-072. It costs a lot to produce a bad product. Norman Augustine Quality Management EOE-072 It costs a lot to produce a bad product. Norman Augustine 1 Unit-1 Quality Concept 2 Meaning of Quality Meaning of Quality Producer s Perspective Co su er s Perspective Quality

More information

Deming Revisited: The Real Quality Model for Commerce. Final/Revised

Deming Revisited: The Real Quality Model for Commerce. Final/Revised Deming Revisited: The Real Quality Model for Commerce Final/Revised Raphael L. Vitalo, Ph.D. Vital Enterprises Austin, Texas 78729 November 28, 2017 Contents Preface Acknowledgments Introduction 1 The

More information

Manufacturing Organization

Manufacturing Organization Manufacturing Organization DEFINITION MANUFACTURE: TO MAKE OR PROCESS (A RAW MATERIAL) INTO A FINISHED PRODUCT, ESPECIALLY BY A LARGESCALE INDUSTRIAL OPERATION. TO MAKE OR PROCESS (A PRODUCT), ESPECIALLY

More information

Buy The Complete Version of This Book at Booklocker.com:

Buy The Complete Version of This Book at Booklocker.com: This book is about commercial and government audit principles. What Makes a Good Audit? Buy The Complete Version of This Book at Booklocker.com: http://www.booklocker.com/p/books/4335.html?s=pdf What Makes

More information

Quality management plan

Quality management plan 2.3.8. Quality management plan Quality management is not an event - it is a process, and a mindset. It is a continuous process of improvement involving all aspects of business including Quality control

More information

Trend and Business. Business and Quality Management

Trend and Business. Business and Quality Management Trend and Business Business and Quality Management Nattasit Chaisaard PH.D. Candidate (Civil Engineering) Lecturer of School of Management Science Sukhothai Thammathirat Open University Quality is Buzzword?

More information

Science of Improvement. Steven Walfish President, Statistical Outsourcing Services

Science of Improvement. Steven Walfish President, Statistical Outsourcing Services Science of Improvement Steven Walfish President, Statistical Outsourcing Services Goals and Objectives Understand Profound Knowledge Introduce an Improvement Model How to set goals and objectives How to

More information

northeastern pennsylvania industrial resource center Principles of Operational Excellence a brief overview of the initial assessment

northeastern pennsylvania industrial resource center Principles of Operational Excellence a brief overview of the initial assessment northeastern pennsylvania industrial resource center Principles of Operational Excellence a brief overview of the initial assessment Shingo Transformational Process Principle Based Architecture A culture

More information

UNIT-4 ====================================================================== UNIVERSITY SYLLABUS

UNIT-4 ====================================================================== UNIVERSITY SYLLABUS UNIT-4 ====================================================================== UNIVERSITY SYLLABUS Quality Control: Meaning, process control, SQC control charts, single, double and sequential sampling,

More information

Operations Management

Operations Management 9-1 Management of Quality Operations Management William J. Stevenson 8 th edition 9-2 Management of Quality CHAPTER 9 Management of Quality McGraw-Hill/Irwin Operations Management, Eighth Edition, by William

More information

What Deming Saw. Keywords: quality management, control of variation, zero defects, process volatility

What Deming Saw. Keywords: quality management, control of variation, zero defects, process volatility What Deming Saw Abstract What Deming Saw: The late W. Edwards Deming did not believe in zero defects it was not economically viable he wrote. But he strongly promoted on-going business process improvement

More information

Best Practice Discussion

Best Practice Discussion Best Practice Discussion By Tom Buck, Owner of 2Thynk LLC. Over the course of my experience in operating companies and consulting I have visited many (very many) manufacturing operations. My service has

More information

BBA Sixth Semester Total Quality Management. -BIJAY LAL PRADHAN M Sc Statistics, FDPM(IIMA) PhD Scholar (TQM)

BBA Sixth Semester Total Quality Management. -BIJAY LAL PRADHAN M Sc Statistics, FDPM(IIMA) PhD Scholar (TQM) BBA Sixth Semester Total Quality Management -BIJAY LAL PRADHAN M Sc Statistics, FDPM(IIMA) PhD Scholar (TQM) Total Quality Management Course Title : Total Quality Management Code No. : MGT 163 Area of

More information

9. Project Quality Management- Introduction

9. Project Quality Management- Introduction Construction Project Management (CE 110401346) 9. Project Quality Management- Introduction Dr. Khaled Hyari Department of Civil Engineering Hashemite University Content Quality: What? (The concept of quality)

More information

Keynotes RLGA. QA and QC: Are They Different?

Keynotes RLGA. QA and QC: Are They Different? QA and QC: Are They Different? By Ronald L. Geren, AIA, CSI, CCS, CCCA, SCIP Quality assurance (QA) and quality control (QC) are often used interchangeably to mean the same thing or together as if one

More information

The Industrial Engineer's Role in the Quality Management Transformation

The Industrial Engineer's Role in the Quality Management Transformation University of Tennessee, Knoxville Trace: Tennessee Research and Creative Exchange University of Tennessee Honors Thesis Projects University of Tennessee Honors Program 5-1990 The Industrial Engineer's

More information

Kao Corporation 1. Case Studies. Background. Innovation Claim to Fame. How They Manage Innovation. Innovation Strategy and Leadership

Kao Corporation 1. Case Studies. Background. Innovation Claim to Fame. How They Manage Innovation. Innovation Strategy and Leadership Kao Corporation 1 Background The Kao Corporation is Japan s largest soap and cosmetic company. They have developed from being a minor player to being number two in the Japanese market in less than ten

More information

Lecture Notes on Statistical Quality Control

Lecture Notes on Statistical Quality Control STATISTICAL QUALITY CONTROL: The field of statistical quality control can be broadly defined as those statistical and engineering methods that are used in measuring, monitoring, controlling, and improving

More information

UNIT 2 QUALITY PHILOSOPHY

UNIT 2 QUALITY PHILOSOPHY UNIT 2 QUALITY PHILOSOPHY 1 Quality What is quality? It is a relative word It lies in the eyes of the perceiver According to ISO 9000:2000, it is defined as the degree to which a set of inherent characteristics

More information

Fundamentals of Quality

Fundamentals of Quality Fundamentals of Quality Quality (business) Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness

More information

Insurance Operations: Managing Change for Maximum Results

Insurance Operations: Managing Change for Maximum Results Insurance Operations Guide Insurance Operations: Managing Change for Maximum Results A guide to seamlessly update processes and systems Insurance companies are complex organizations managing multiple levels

More information

DCOM : A Proven Framework for Outstanding Execution

DCOM : A Proven Framework for Outstanding Execution DCOM : A Proven Framework for Outstanding Execution WHAT TRULY DIFFERENTIATES COMPANIES WITH SUSTAINED OUTSTANDING PERFORMANCE FROM COMPANIES WITH MEDIOCRE PERFORMANCE? DCOM : An Executive Snapshot DCOM

More information

By Brian L. Joiner THE NEED FOR IMPROVEMENTS IN QUALITY AND PRODUCTIVITY

By Brian L. Joiner THE NEED FOR IMPROVEMENTS IN QUALITY AND PRODUCTIVITY 1984 W. J. Youden Memorial Address: The Key Role of Statisticians in the Transformation of North American Industry By Brian L. Joiner There is much to be done if North American industry is to survive in

More information

Quality Engineering. Page 1. Grahame Baker. Medway School of Engineering QUALITY ENGINEERING QUALITY ENGINEERING

Quality Engineering. Page 1. Grahame Baker. Medway School of Engineering QUALITY ENGINEERING QUALITY ENGINEERING Quality Engineering Grahame Baker Medway School of Engineering Pembroke 237 Telephone 01634 883302 G.Baker@greenwich.ac.uk QUALITY ENGINEERING 1 Quality Concepts Statistical Concepts Process Improvement.

More information

Seven Effective Lean Six-Sigma Principles For The Modern Enterprise

Seven Effective Lean Six-Sigma Principles For The Modern Enterprise Seven Effective Lean Six-Sigma Principles For The Modern Enterprise Merwan Mehta, Ph. D. Professor COLLEGE OF ENGINEERING & TECHNOLOGY EAST CAROLINA UNIVERSITY World-class companies know what their customers

More information

So, what's System[s] Thinking

So, what's System[s] Thinking Downloaded from the Curious Cat Management Improvement Library: http://www.curiouscat.net/library/ by Ian Bradbury So, what's System[s] Thinking System[s] thinking is an area that has attracted quite a

More information

Involve your team in continuous improvement: Content guide

Involve your team in continuous improvement: Content guide Involve your team in continuous improvement: Content guide Contents Involve your team in continuous improvement: Content guide 1 Overview 2 Key terms 2 Identifying opportunities for improvement 4 Total

More information

The Quality Paradigm. Quality Paradigm Elements

The Quality Paradigm. Quality Paradigm Elements The Quality Paradigm We shall build good ships here; at a profit if we can, at a loss if we must, but always good ships. motto used at Newport News Shipbuilding Quality Paradigm Elements Defining the nature

More information

Quality management in construction projects

Quality management in construction projects Quality management in construction projects MSc, PMP, CQE ASQ. Introduction The quality as a concept has a deep root in the history, anyway the quality profession greatly evolved after World War II when

More information

The goal is obviously to retain our best donors and customers. The question is

The goal is obviously to retain our best donors and customers. The question is Achieving Customer/Donor Alignment: Principles, Priorities, And Process Barry McLeish McConkey/Johnston, Inc. The goal is obviously to retain our best donors and customers. The question is how? We do this

More information

Human Performance Improvement: Who Says We Can t Measure Ourselves? Sheila P. Dennis, CFPS VP, David Consulting Group Malvern, PA

Human Performance Improvement: Who Says We Can t Measure Ourselves? Sheila P. Dennis, CFPS VP, David Consulting Group Malvern, PA Human Performance Improvement: Who Says We Can t Measure Ourselves? 2011 Sheila P. Dennis, CFPS VP, David Consulting Group Malvern, PA 1 What do we know about human performance? We are a competitive species.

More information

CHAPTER 2: Foundations of Quality Management.

CHAPTER 2: Foundations of Quality Management. CHAPTER 2: Foundations of Quality Management. Teaching Notes This chapter introduces the concept of quality in production and service systems and develops the idea that quality is central to effective

More information

CHAPTER 6 COSTS OF THE POOR QUALITY. Page No. 6.1 Quality Defined Evolution of the Quality functions

CHAPTER 6 COSTS OF THE POOR QUALITY. Page No. 6.1 Quality Defined Evolution of the Quality functions CHAPTER 6 COSTS OF THE POOR QUALITY Page No. 6.1 Quality Defined 155-157 6.2 Evolution of the Quality functions 157-160 6.3 Importance of cross-functional cooperation in 21st century organizations 160-162

More information

Watson-Glaser III Critical Thinking Appraisal (US)

Watson-Glaser III Critical Thinking Appraisal (US) Watson-Glaser III Critical Thinking Appraisal (US) Development Report Candidate Name: Organization: Pearson Sample Corporation Date of Testing: 21-11-2017 (dd-mm-yyy) 21-11-2017 Page 1 of 15 How to Use

More information

The Nature of Organizational Theory. (Management Theory)

The Nature of Organizational Theory. (Management Theory) The Nature of Organizational Theory (Management Theory) An organization is a collection of people working together under a division of labor and a hierarchy of authority to achieve a common goal. Continuously

More information

Total Quality In Organizations

Total Quality In Organizations CHAPTER 2 Total Quality In Organizations Teaching Notes This chapter introduces the concept of quality in production and service systems and develops the idea that quality is central to effective operation

More information

MULTIMEDIA COLLEGE JALAN GURNEY KIRI KUALA LUMPUR

MULTIMEDIA COLLEGE JALAN GURNEY KIRI KUALA LUMPUR STUDENT IDENTIFICATION NO MULTIMEDIA COLLEGE JALAN GURNEY KIRI 54100 KUALA LUMPUR FIFTH SEMESTER FINAL EXAMINATION, 2014/2015 SESSION MGT2063 TOTAL QUALITY MANAGEMENT DMGW-E-F-1/13, DMGQ-E-F-1/13, DMGA-E-F-1/13,

More information

Obstacles for the ignorant, by Folke Hermansson Snickars, Associate, Standards & Market Access, Ambi Prospect AB. Standardization research

Obstacles for the ignorant, by Folke Hermansson Snickars, Associate, Standards & Market Access, Ambi Prospect AB. Standardization research Obstacles for the ignorant, Market requisites opportunities for the informed by Folke Hermansson Snickars, Associate, Standards & Market Access, Ambi Prospect AB feasible? Are there problems in implementing

More information

COST MANAGEMENT TECHINIQUES USED IN SUGAR INDUSTRY

COST MANAGEMENT TECHINIQUES USED IN SUGAR INDUSTRY COST MANAGEMENT TECHINIQUES USED IN SUGAR INDUSTRY Dr. B Vijay 1 Professor Dept of Commerce Gulbarga University, Gulbarga Sangashetty Shetkar 2 Research Scholar Gulbarga University, Gulbarga Abstract:

More information

CHAPTER 01 Foundations of Quality and Performance Excellence

CHAPTER 01 Foundations of Quality and Performance Excellence 1. The view of quality as the satisfaction of customer needs is often called fitness for use. DESC.EVAL.17.01.01 Quality and Performance 2. Since quality relates to goods or services, both only for-profit

More information

Infrastructure Planning and Management. Construction, Operation and Maintenance of Infrastructure

Infrastructure Planning and Management. Construction, Operation and Maintenance of Infrastructure Infrastructure Planning and Management Construction, Operation and Maintenance of Infrastructure Agenda 1. Montreal Olympics Case 2. Construction and Operations Risks 3. Infrastructure Maintenance Construction

More information

Online Student Guide Types of Control Charts

Online Student Guide Types of Control Charts Online Student Guide Types of Control Charts OpusWorks 2016, All Rights Reserved 1 Table of Contents LEARNING OBJECTIVES... 4 INTRODUCTION... 4 DETECTION VS. PREVENTION... 5 CONTROL CHART UTILIZATION...

More information

MANAGERS AND THE STUDY OF MANAGEMENT MANAGER, MANAGEMENT, THE EVOLUTION OF MANAGEMENT, O CLASSICAL APPROACH, BEHAVIOURAL APPROACH, MANAGEMENT SCIENCE

MANAGERS AND THE STUDY OF MANAGEMENT MANAGER, MANAGEMENT, THE EVOLUTION OF MANAGEMENT, O CLASSICAL APPROACH, BEHAVIOURAL APPROACH, MANAGEMENT SCIENCE MANAGERS AND THE STUDY OF MANAGEMENT MANAGER, MANAGEMENT, THE EVOLUTION OF MANAGEMENT, O CLASSICAL APPROACH, BEHAVIOURAL APPROACH, MANAGEMENT SCIENCE APPROACH, THE SYSTEMS APPROACH, CONTINGENCY APPROACH

More information

MODULE 3 Introduction to Quality and Quality Improvement in Health) Unit 3.3 The Theoretical Framework for Modern Quality Improvement

MODULE 3 Introduction to Quality and Quality Improvement in Health) Unit 3.3 The Theoretical Framework for Modern Quality Improvement MODULE 3 Introduction to Quality and Quality Improvement in Health) Unit 3.3 The Theoretical Framework for Modern Quality Improvement Unit 3.3: Objectives Discuss Deming s theory of profound knowledge

More information

Institute For Enterprise Excellence

Institute For Enterprise Excellence Institute For Enterprise Excellence Bringing Purpose To Life Principles for Personal and Organizational Transformation Improve May 2016 Instituteforexcellence.org Executive Summary: Our first White Paper

More information

Quality Control Manuals

Quality Control Manuals Quality Control Manuals Jeff Gould FM Approvals FCIA Firestop Industry Conference, Nashville, TN November 7, 2002 c copyright, FM Approvals, November 7, 2002 5/24/2007 1 Introduction How to Write a Quality

More information

The Competing Values Culture Assessment

The Competing Values Culture Assessment The Competing Values Culture Assessment A Tool from the Competing Values Product Line The OCAI -- Organizational Culture Assessment Instrument Kim S. Cameron Robert E. Quinn From: Diagnosing and Changing

More information

CHAPTER 1 Defining and Collecting Data

CHAPTER 1 Defining and Collecting Data CHAPTER 1 Defining and Collecting Data In this book we will use Define the variables for which you want to reach conclusions Collect the data from appropriate sources Organize the data collected by developing

More information

Statistics for Managers Using Microsoft Excel 7 th Edition

Statistics for Managers Using Microsoft Excel 7 th Edition Statistics for Managers Using Microsoft Excel 7 th Edition Chapter 1 Defining & Collecting Data Statistics for Managers Using Microsoft Excel 7e Copyright 2014 Pearson Education, Inc. Chap 1-1 Learning

More information

deliver Quality esafety Online Quality Training 2011 Eaton Corporation. All rights reserved.

deliver Quality esafety Online Quality Training 2011 Eaton Corporation. All rights reserved. deliver Quality esafety Online Quality Training 2011 Eaton Corporation. All rights reserved. Our Quality Policy To provide products and services that meet or exceed customer expectations and satisfy them

More information

15. Process improvement

15. Process improvement 15. Process 15-1: Continual concept Role in quality management system Process, one of the 12 quality system essentials, establishes a programme for helping to ensure continual in laboratory quality over

More information

Understanding The Role of Lean Leadership

Understanding The Role of Lean Leadership Understanding The Role of Lean Leadership Lean Accounting Summit October 21, 2014 Copyright 2012 Orest J Fiume-All rights reserved Orest J. Fiume Retired VP Finance The Wiremold Company 1 Wiremold Results:

More information

CHAPTER 3 PROJECT MANAGEMENT AND QUALITY. Dr. Abdul Aziz A. Bubshait. CEM 515 Construction Quality Assurance

CHAPTER 3 PROJECT MANAGEMENT AND QUALITY. Dr. Abdul Aziz A. Bubshait. CEM 515 Construction Quality Assurance CHAPTER 3 PROJECT MANAGEMENT AND QUALITY Dr. Abdul Aziz A. Bubshait CEM 515 Construction Quality Assurance ١ Introduction Many excellent organizations seek to define the customers' project requirements

More information

Research Framework of Human Resource Development Based on Competency about Knowledge Enterprise

Research Framework of Human Resource Development Based on Competency about Knowledge Enterprise Research Framework of Human Resource Development Based on Competency about Knowledge Enterprise Jianfeng Jia School of Business Administration, Northeastern University, Shenyang 110004, China Tel: 86-24-8367-9954

More information

Getting Ready for Exam 2

Getting Ready for Exam 2 Getting Ready for Exam 2 1. (Optional) Sign up for LearnSmart and work the chapter 6 thru 10 decks down to zero. 2. Carefully read every assigned page, taking notes if that s your style. 3. Make vocabulary

More information

General Guidance for Developing, Documenting, Implementing, Maintaining, and Auditing an SQF Quality System. Quality Code. SQF Quality Code, Edition 8

General Guidance for Developing, Documenting, Implementing, Maintaining, and Auditing an SQF Quality System. Quality Code. SQF Quality Code, Edition 8 General Guidance for Developing, Documenting, Implementing, Maintaining, and Auditing an SQF Quality System Quality Code SQF Quality Code, Edition 8 October 2017 2014 Safe Quality Food Institute 2345 Crystal

More information

Analysis and Countermeasures on Product Quality Inspection Management in the Quality Management System of Research in Universities

Analysis and Countermeasures on Product Quality Inspection Management in the Quality Management System of Research in Universities Higher Education of Social Science Vol. 7, No. 2, 2014, pp. 103-107 DOI: 10.3968/5560 ISSN 1927-0232 [Print] ISSN 1927-0240 [Online] www.cscanada.net www.cscanada.org Analysis and Countermeasures on Product

More information

Understanding The Role of Lean Leadership

Understanding The Role of Lean Leadership Understanding The Role of Lean Leadership Lean Accounting Summit September 13, 2012 Copyright 2012 Orest J Fiume-All rights reserved Orest J. Fiume Retired VP Finance The Wiremold Company 1 Wiremold Results:

More information

PROCESS MANAGEMENT BASIC PRINCIPLES AND METHODICS OF IMPLEMENTATION INTO EXISTING COMPANY SYSTEM

PROCESS MANAGEMENT BASIC PRINCIPLES AND METHODICS OF IMPLEMENTATION INTO EXISTING COMPANY SYSTEM Modul 1 Part 5 PROCESS MANAGEMENT BASIC PRINCIPLES AND METHODICS OF IMPLEMENTATION INTO EXISTING COMPANY SYSTEM Introduction Process: One word, but lot of meanings in various fields of human knowledge.

More information

ELEMENTS OF A HIGH PERFORMING SAFETY PROGRAM

ELEMENTS OF A HIGH PERFORMING SAFETY PROGRAM ELEMENTS OF A HIGH PERFORMING SAFETY PROGRAM OBJECTIVE To provide a basic framework for creating, improving or sustaining an Environmental Safety and Health Program System performing at its highest level.

More information

A Study on the Risk and Control Mechanism of Government Purchase of Public Services: A Case of Daqing City

A Study on the Risk and Control Mechanism of Government Purchase of Public Services: A Case of Daqing City Studies in Sociology of Science Vol. 6, No. 4, 2015, pp. 7-11 DOI:10.3968/7452 ISSN 1923-0176[Print] ISSN 1923-0184[Online] www.cscanada.net www.cscanada.org A Study on the Risk and Control Mechanism of

More information