Summary of Key Points and Terminology - Chapter 3.pdf

Summary of Key Points and Terminology - Chapter 3.pdf -...

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Summary of Key Points and Terminology Chapter 3 W. Edwards Deming, Joseph Juran, and Philip Crosby are recognized as the most influential thinkers and leaders of modern quality management. A. V. Feigenbaum, Kaoru Ishikawa, and Genichi Taguchi have also made significant contributions to modern quality management practices. Deming’s philosophy is based on improving products and services by reducing uncertainty and variation in design, manufacturing, and service processes, driven by the leadership of top management. The Deming Chain Reaction suggests that quality improvement leads to long term business and economic prosperity. Systems thinking, statistical understanding of variation, the theory of knowledge, and psychology are the foundation of his philosophy, which as become known as his System of Profound Knowledge . Systems thinking provides the basis for understand the interactions among business functions and departments, and for managing people. Every system (e.g., business organization) should have a purpose, and the system should be optimized toward achieving that purpose. Variation is natural in any system or process, but excessive variation results in product failures and inconsistent service that fails to meet customer expectations. Statistical methods provide the tools for understanding and dealing with variation. The theory of knowledge suggests that managers need to understand why things work and why decisions that impact the future should be effective. This forms the basis for modern concepts of organizational learning for improving organizations and management practices. Psychology is important to understand people and their behavior within organizations, and to focus on appropriate methods of motivation and design of the work environment. Deming advocated a radical cultural change in organizations, which is embodied in
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This note was uploaded on 08/22/2010 for the course ESI 6224 taught by Professor Ahmadelshennawy during the Spring '10 term at University of Central Florida.

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Summary of Key Points and Terminology - Chapter 3.pdf -...

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