Quality Control involves monitoring specific project results to determine if they comply with relevant quality standards, and

identifying ways to eliminate causes of unsatisfactory results

Methods Materials Equipment Skills & knowledge Instructions Processes

Inputs

Outputs

Systematic Planning
Tools for measuring delivering and sustaining quality Organizing for quality & developing teams

Communication between all parts of the organization

Commitment of the organization to a TQM approach Recognition and perhaps change of the organizations culture & environment

Product Processes Organization Leadership Commitment

A management approach centered on quality, based on company-wide participation and aimed at long term success through customer satisfaction (ISO)

Based on company-wide participation TQM involves everyone in an organization every function and every activity

1200-1799 Guilds of Medieval Europe

1900-1940 Process Orientation

1946-Present Birth of Total Quality

1800-1899 Product Orientation

1941-1945 Quality during World War II

Craftsmen across Europe organized into unions called Guilds Guilds were responsible for developing strict rules for product and service quality Inspection committees enforced the rules by identifying flawless goods with a special mark A second quality mark came from the craftsmen themselves Primary Focus: Product Inspection

US quality practices in the 1800s were shaped by several different production methods:
Craftsmanship The Factory System The Taylor System

Early 19th century- the approach tended to follow the craftsmanship model in the European countries Masters maintained a form of quality control by inspecting goods before sale

This is a product of the industrial revolution in Europe The craftsmen became factory workers and the shop owners their production supervisors Quality in the factory system was ensured through skilled laborers and supplemented by audits and/or inspections Large production departments employed full-time inspectors who produced quality reports and Defective products were either reworked or scrapped.

In the late 19th century US broke from European tradition and adopted a new management approach by Taylor Taylors goal was to increase productivity without increasing the no. of skilled craftsmen

He achieved this by assigning factory planning to

specialized engineers and using displaced workers and supervisors to execute the engineers plans

This new approach led to remarkable rises in productivity

BUT

Workers once again stripped of their dwindling power and the new emphasis was on productivity which had an adverse effect on quality

Primary Focus: Product Inspection

Beginning of the 20th century marked the inclusion of processes in quality practices Shewhart recognized that industrial processes yield data. He determined that this data can be analyzed using statistical techniques to see if a process is stable or in control or if is being affected by special causes that should be fixed. His concepts are referred to as Statistical Quality Control (SQC) Primary Focus: Product Inspection & SQC

After World War II had started, US enacted legislation to help gear the civilian economy to military production

At that time contracts were awarded to manufacturers who submitted the

lowest bid. Products were inspected upon delivery

The armed forces inspected virtually every unit of product to ensure that it was safe for operation

To ease this problem, the armed forces began to utilize sampling inspection
to replace unit-by-unit inspection

They adopted sampling tables and published them in a military standard MilStd-105

They also helped their suppliers improve their quality by sponsoring training courses in Shewharts SQC techniques

Primary Focus: Sampling Inspection & SQC

After World War II, major Japanese manufacturers converted from producing military goods for internal use to civilian goods for trade

Poor response from the world market

Japan started exploring new ways of thinking about quality (Deming and Juran)

Rather than relying purely on product inspection, total quality

focused on improving all organizational processes through the people who used them

Juran, at a conference of the European organization for

quality control in Sweden made the following prediction

The Japanese are headed for world quality leadership and will
attain it in the next two decades because no one else is moving at the same pace

Initially US clung to its assumption that Japanese success was price related and responded with strategies aimed at reducing domestic production costs and restricting imports. This did not prove beneficial By the end of the 1970s US reached a major quality crisis. They started to think if Japan can.. Why cant we? CEO of top US organizations then took an initiative

Total Quality Management A Total Quality Approach, Ch. 1, 2