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This document discusses quality and provides an overview of quality management. It defines quality as meeting customer expectations and continuous improvement. Several quality gurus are discussed like Deming and Juran who developed business quality models. The Baldrige Award and ISO standards are also summarized as frameworks for quality excellence. Key principles like customer focus, teamwork, and measurement are presented as important for achieving quality.

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Jeyakumar Venugopal
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© Attribution Non-Commercial (BY-NC)
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Download as PDF, TXT or read online on Scribd
35 views

Mbworkshop

This document discusses quality and provides an overview of quality management. It defines quality as meeting customer expectations and continuous improvement. Several quality gurus are discussed like Deming and Juran who developed business quality models. The Baldrige Award and ISO standards are also summarized as frameworks for quality excellence. Key principles like customer focus, teamwork, and measurement are presented as important for achieving quality.

Uploaded by

Jeyakumar Venugopal
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PDF, TXT or read online on Scribd
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Understanding Quality

Understanding Quality
EY EY EY EY EY EY EY EY
FLrL Evlrc 8 AeecclA:Le FLrL Evlrc 8 AeecclA:Le FLrL Evlrc 8 AeecclA:Le FLrL Evlrc 8 AeecclA:Le
FLrL Evlrc 8 AeecclA:Le FLrL Evlrc 8 AeecclA:Le FLrL Evlrc 8 AeecclA:Le FLrL Evlrc 8 AeecclA:Le
Moving from Good to
Moving from Good to
Excellent
Excellent
December 2003 Rene Ewing & Associates 3
Agenda
Agenda

Definition of Quality
Definition of Quality

Gurus and History of Quality


Gurus and History of Quality

Baldrige versus ISO


Baldrige versus ISO
December 2003 Rene Ewing & Associates 4
What is Quality?
What is Quality?

How do you define Quality?


How do you define Quality?
December 2003 Rene Ewing & Associates 5
Definition of Quality
Definition of Quality
Good, luxury, expensive, nice to have,
Good, luxury, expensive, nice to have,
the best
the best
Versus Versus
Continuous improvement, focus on the
Continuous improvement, focus on the
customer, valuing employees .
customer, valuing employees .
December 2003 Rene Ewing & Associates 6
How we define Quality
How we define Quality

Meeting or exceeding our


Meeting or exceeding our
customers expectations
customers expectations

Delivering high performing, safe,


Delivering high performing, safe,
and most reliable products and
and most reliable products and
solutions in our industry
solutions in our industry
December 2003 Rene Ewing & Associates 7
Management Models
Management Models
Old Model Old Model
Internal focus Internal focus
Manage by fear Manage by fear
Win Win lose lose
Short term Short term
Functionally oriented Functionally oriented
Micro Micro- - manage manage
Inspecting based Inspecting based
Employees hired hands Employees hired hands
New Model New Model
Customer obsessed Customer obsessed
Managers lead Managers lead
Manage by coaching Manage by coaching
Win Win win win
Long term approach Long term approach
Team oriented Team oriented
Empowerment Empowerment
principles principles
Prevention focus Prevention focus
Continuous Continuous
improvement improvement
Employee involvement Employee involvement
December 2003 Rene Ewing & Associates 8
History of Quality
History of Quality

50s Inspection and QC


50s Inspection and QC

60s Statistical Quality Control


60s Statistical Quality Control

70s Quality Assurance


70s Quality Assurance

QA
QA

80s Total Quality Management


80s Total Quality Management

90s Strategic Leadership


90s Strategic Leadership

00s Values Process


00s Values Process
December 2003 Rene Ewing & Associates 9
Gurus of Quality
Gurus of Quality

Frederick Taylor
Frederick Taylor
-
-
mechanical
mechanical

Walter Shewhart
Walter Shewhart
-
-
statistical
statistical

Juran & Deming


Juran & Deming
-
-
business model
business model

Crosby
Crosby
-
-
people
people

Senge & Wheatley


Senge & Wheatley

systems
systems
December 2003 Rene Ewing & Associates 10
Malcolm Baldrige National
Malcolm Baldrige National
Quality Award
Quality Award

Created in 1987 to help the US


Created in 1987 to help the US
compete internationally
compete internationally

Named for Malcolm Baldrige Secretary


Named for Malcolm Baldrige Secretary
of Commerce
of Commerce

Based on quality principles


Based on quality principles

Washington State Quality Award


Washington State Quality Award
founded in 1994
founded in 1994

state level Baldrige.


state level Baldrige.
December 2003 Rene Ewing & Associates 11
Baldrige Systems Model
Baldrige Systems Model
4
Measurement, Analysis, and Knowledge Management
December 2003 Rene Ewing & Associates 12
Baldrige Purpose & Goals
Baldrige Purpose & Goals

Create management model


Create management model

Stimulate global competitiveness


Stimulate global competitiveness

Encourage sharing
Encourage sharing

Establish criteria for excellence


Establish criteria for excellence

Recognition for performance


Recognition for performance
December 2003 Rene Ewing & Associates 13
Why Baldrige?
Why Baldrige?

Excellent standard for managing overall


Excellent standard for managing overall
effectiveness
effectiveness

Excellent vehicle for company


Excellent vehicle for company
benchmarking
benchmarking

Communicates our philosophy to all


Communicates our philosophy to all
stakeholders
stakeholders

Enhances our position in the market


Enhances our position in the market
place
place
December 2003 Rene Ewing & Associates 14
Baldrige
Baldrige
ISO
ISO
Management System Management System
Continuous Continuous
improvement improvement
Customer focus Customer focus
Focused on results Focused on results
Business Advantage: Business Advantage:
Greater success Greater success
Total company quality Total company quality
Documented processes Documented processes
Improvement to Improvement to
recognized standard recognized standard
External audits External audits
Reduces liability Reduces liability
Business Advantage: Business Advantage:
Improved processes Improved processes
Required for EU Required for EU
December 2003 Rene Ewing & Associates 15
Why is Quality Important?
Why is Quality Important?

Customers expect it
Customers expect it

We need to get better to compete


We need to get better to compete

Need to be able to measure our


Need to be able to measure our
progress
progress
December 2003 Rene Ewing & Associates 16
Focus on the Customer
Focus on the Customer

Definition:
Definition:
Understanding who your customer is and
Understanding who your customer is and
what they want with a focus on
what they want with a focus on
delighting customers, building loyalty,
delighting customers, building loyalty,
meeting their expectations and their key
meeting their expectations and their key
requirements
requirements
December 2003 Rene Ewing & Associates 17
Teamwork
Teamwork

Definition
Definition

Working together to reach goals and


Working together to reach goals and
solve problems
solve problems
December 2003 Rene Ewing & Associates 18
Continuous Improvement
Continuous Improvement

Definition
Definition
Continuously seek to find ways to do the
Continuously seek to find ways to do the
job better, easier, faster, and improve
job better, easier, faster, and improve
our products and services
our products and services
December 2003 Rene Ewing & Associates 19
Measuring Success
Measuring Success

Definition
Definition

Using data to make decision, determine


Using data to make decision, determine
priorities and track our progress
priorities and track our progress

Our goal is to
Our goal is to

Select meaningful measures


Select meaningful measures

Display data to show progress


Display data to show progress

Monitor organizational success


Monitor organizational success
measures
measures

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