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His Ideas
The original notions of Total Quality Management and continuous improvement trace back to a former
Bell Telephone employee named Walter Shewhart. One of W. Edwards Deming's teachers, he preached
the importance of adapting management processes to create profitable situations for both businesses and
consumers, promoting the utilization of his own creation -- the SPC control chart.
Dr. Shewhart believed that lack of information greatly hampered the efforts of control and management
processes in a production environment. In order to aid a manager in making scientific, efficient,
economical decisions, he developed Statistical Process Control methods. Many of the modern ideas
regarding quality owe their inspirtation to Dr. Shewhart.
He also developed the Shewhart Cycle Learning and Improvement cycle, combining both creative
management thinking with statistical analysis. This cycle contains four continuous steps: Plan, Do, Study
and Act. These steps (commonly refered to as the PDSA cycle), Shewhart believed, ultimately lead to total
quality improvement. The cycle draws its structure from the notion that constant evaluation of
management practices -- as well as the willingness of management to adopt and disregard unsupported
ideas --are keys to the evolution of a successful enterprise.
To find out more about some of the management tools that have been developed from Shewhart and other
quality pioneers, click on the SkyMark Management Tools page.
William Edwards Deming (October 14, 1900 December 20, 1993) was an American engineer, statistician,
professor, author, lecturer, and management consultant. Educated initially as an electrical engineer and later
specializing inmathematical physics, he helped develop the sampling techniques still used by the Department
of the Census and the Bureau of Labor Statistics. In his book The New Economics for Industry, Government,
and Education,[1] Deming championed the work of Dr. Walter Shewhart, including Statistical Process Control,
Operational Definitions, and what Deming called The Shewhart Cycle[2] which had by then evolved into "PDSA"
(Plan-Do-Study-Act). This was in response to the growing popularity of PDSA, which Deming viewed as
tampering with the meaning of Dr. Shewhart's original work[3]Deming is best known for his work in Japan after
WWII, particularly his work with the leaders of Japanese industry which began in August 1950 at the Hakone
Convention Center in Tokyo with a now seminal speech on what he called Statistical Product Quality
Administration, which many in Japan credit with being the inspiration for what has become known as
theJapanese post-war economic miracle of 1950 to 1960, rising from the ashes of war to become the second
most powerful economy in the world in less than a decade, founded on the ideas first taught to them by Dr
Deming:
1. That the problems facing manufacturers can be solved through cooperation, despite differences.
2. Marketing is not "sales," but the science of knowing what people who buy your product repeatedly
think of that product and whether they will buy it again, and why.
3. That In the initial stages of design, you must conduct market research, applying statistical techniques
for experimental and planning and inspection of samples.
4. And you must perfect the manufacturing process.[4]
2.
3.
4.
Provide training
5.
6.
Report progress.
7.
Give recognition.
8.
Communicate results.
9.
Keep score.
10. Maintain momentum by making annual improvement part of the regular systems and processes of the
company.
Juran is founder is the founder of Juran Institute in Wilton, Connecticut. He promoted a concept known as Managing
Business Process Quality, which is a technique for executive cross-functional quality improvement. Juran contribution
may, over the longer term, may be greater than Demings because Juran has broader concept, while Demings focus
on statistical process control is more technical oriented.
Source: Total Quality Management by Joel E. Ross
Biography
Philip Crosby was Born in West Virginia in 1926. After serving in WWII and the Korean War he has worked for
Crosley, Martin-Marietta and ITT where he was corporate vice president for 14 years. Philip Crosby Associates, Inc.,
founded in 1979, was his management consulting firm that served served hundreds of companies. Since retiring in
1991 he has founded Career IV, Inc., Philip Crosby Associates II, Inc. and the Quality College. Phil Crosby died in
August, 2001, but his legacy will live on in better quality in thousands of organizations.
Here's an encomium from W. Noel Haskins-Hafer, a teacher of quality improvement: 'He was one of the warmest and
most focused people I ever had the pleasure to meet and his common-sense approach will be missed by many.'
The Loss Function - Taguchi devised an equation to quantify the decline of a customer's perceived
value of a product as its quality declines. Essentially, it tells managers how much revenue they are
losing because of variability in their production process. It is a powerful tool for projecting the
benefits of a quality improvement program. Taguchi was the first person to equate quality with
cost.
Orthogonal Arrays and Linear Graphs - When evaluating a production process analysis will
undoubtedly identify outside factors or noise which cause deviations from the mean. Isolating
these factors to determine their individual effects can be a very costly and time consuming
process. Taguchi devised a way to use orthogonal arrays to isolate these noise factors from all
others in a cost effective manner.
Robustness - Some noise factors can be identified, isolated and even eliminated but others
cannot. For instance it is too difficult to predict and prepare for any possible weather condition.
Taguchi therefore referred to the ability of a process or product to work as intended regardless of
uncontrollable outside influences as robustness. He was pivotal in many companies' development
of products and processes which perform uniformly regardless of uncontrollable forces; an
obviously beneficial service.
Biography
Born on the first day of 1924, Genichi Taguchi studied textile engineering at Kiryu Technical College. After
WWII he worked for the Japanese Ministry of Public Health and Welfare and conducted the nation's first
study on health and nutrition. He also applied his quality improvement knowledge at Morinaga
Pharmaceutical and even worked for a candy maker, Morinaga Sieka, to reduce the melting properties of
caramel at room temperature.