quality management for engineers_chapter3

quality management for engineers_chapter3 - ISE 527 Quality...

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1 ISE 527- Quality Management for Engineers (Fall 2011) Chapter 3- Philosophies and Framework
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2 Chapter 3
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3 Leaders in the Quality Revolution W. Edwards Deming Joseph M. Juran Philip B. Crosby Armand V. Feigenbaum Kaoru Ishikawa Genichi Taguchi
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4 “A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market” “14 Points” 1900-1993 W. Edwards Deming Theory of Profound Knowledge v7: 94 v8: 92
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5 Deming Chain Reaction* Improve quality Costs decrease Productivity improves Increase market share with better quality and lower prices Stay in business Provide jobs and more jobs Higher quality  long-term competitive strength v7: 94 v8: 92
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6 Key Idea The Deming philosophy focuses on continual improvements in product and service quality by reducing uncertainty and variability in design, manufacturing, and service processes, driven by the leadership of top management. v7: 94 v8: 92
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7 Deming’s System of Profound Knowledge 1. Appreciation for a system 2. Understanding variation 3. Theory of knowledge 4. Psychology v7: 96 v8: 94
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8 #1: Systems Most organizational processes are cross-functional Parts of a system must work together Every system must have a purpose Management must optimize the system as a whole v7: 96 v8: 94
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9 Key Idea The aim of any system should be for all stakeholders—stockholders, employees, customers, community, and the environment—to benefit over the long term. v7: 96 v8: 94
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10 A process…. A process is a sequence of activities that is intended to achieve some result v7: 97 v8: 95
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11 #2: Variation Business Process Variation Manufacturing Transportation Banking Pharmaceutical v7: 97 v8: 95
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Page 12 Process example
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13 Sources of variation for a bus ride # of passengers at a stop Traffic congestion Construction Driver’s practices Car accident Weather Handi-capped customer
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14 Variation Many sources of uncontrollable variation exist in any process Excessive variation results in product failures, unhappy customers, and unnecessary costs Statistical methods can be used to identify and quantify variation to help understand it and lead to improvements v7: 97 v8: 95
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15 #3: Theory of Knowledge (1) Knowledge is built on theory Management is prediction v7: 98 v8: 96
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16 Theory of Knowledge (2) Knowledge is built on theory Experience alone does not establish a theory, it only describes… Theory shows cause-and-effect relationships that can be used for prediction v7: 98 v8: 96
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17 Theory of Knowledge (3) Management is prediction Think in terms of managing processes Goal is to manage process Need to consider what effects the process Need to understand the process Pick-up # passengers # handicapped Make change Start Safety checks Local traffic Driver Drive Traffic Weather Driver Drive Traffic Weather Driver Drop off v7: 98 v8: 96
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18 #4: Psychology
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This note was uploaded on 03/22/2012 for the course ISE 527507 taught by Professor Usc during the Spring '10 term at USC.

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quality management for engineers_chapter3 - ISE 527 Quality...

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