Case Summary Read the Discussion Assignment 1-1 on p.24 of the text Winning and Longevity. Select a health care entity to focus on, this could be a clinic or hospital of your choosing. Apply the case study of the professional baseball team to your selected health care entity and answer the following questions: 1. Why would a health care that is reputable for providing premiere service want to continually examine its processes and the work environment? 2. In health care, what happened to the old adage "If it's not broke, don't fix it"? 3. How does the case study apply to the health care entity you selected? 4. What actions can be taken to prevent a crumbling infrastructure in your selected health care entity? 5. How does the term quality apply in your selected health care entity? Assignment Guidelines In this section it is important to be correct. You are \"applying\" what you've learned from your weekly experience in the class. Your answers can add value to the reader when they show you have knowledge of the issue supported by research. The facts of the situation. Facts, research not opinions. It must also include your comprehension/understanding of the issues, i.e. the implications of the facts for healthcare. It should include \"application, e.g. a case study or example applying the concepts and who has a best practice using the concepts. An analysis, either root cause or comparative analysis should be offered. It should have your conclusions including any new ideas you have to improve the situation and why your idea might be better. Sources: Sources must be scholarly and published within the last 3-4 years. Preferably within the last year depending on the issue. By the time a healthcare research publication gets to print it can be over 1-2 years old. Healthcare changes daily. Be sure you use scholarly publications with reputable and reliable authors. Do not use opinion editorials from magazines, blogs, tweets, newsletters, TV or radio, cable news except to give you a sense of what's popular. These should lead you to ask better questions and seek, like Argos the dog, essence beyond the \"noise\". Your references must appear in the text box at the end of each answer, not all at the end in the last question. Contents QUALITY MANAGEMENT FOR ORGANIZATIONAL EXCELLENCE Introduction Tto Total Quality Y L E R , Seventh Edition S E K O U David L. Goetsch Stanley20 B. Davis 1 2 B U Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City So Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo i CHAPTER 1 THE TOTAL QUALITY APPROACH TO QUALITY MANAGEMENT: ACHIEVING ORGANIZATIONAL EXCELLENCE There are really only three types of people: those who make things happen, those who watch things happen, and those who say, \"What happened?\" Ann Landers MAJOR TOPICS . What Is Quality? . The Total Quality Approach Defined . Two Views of Quality . Key Elements of Total Quality . Total Quality Pioneers . Keys to Total Quality Success . The Future of Quality Management in the Twenty-First Century . Quality Certifications T Y L E R , S E The total quality concept as an approach to doing business began to gain wide acceptance in the UnitedK States in the late 1980s and early 1990s. However, O individual elements of the conceptsuch as the U use of statistical data, Six Sigma, Lean, teamwork, continual improvement, customer satisfaction, and employee involvementhave been used by visionary 2 organizations for years. It is the pulling together and 0 coordinated use of these and other previously dispa1 rate elements that gave birth to the comprehensive concept known as total quality. This chapter provides2 an overview of that concept, laying the foundation forB the study of all remaining chapters. U WHAT IS QUALITY? To understand total quality, we must first understand quality. Customers that are businesses will define quality very clearly using specifications, standards, and other measures. This makes the point that quality can be defined and measured. Although few consumers could define quality if asked, all know it when they see it. This makes the critical point that quality is in the eye of the beholder. With the total quality approach, customers ultimately define quality. People deal with the issue of quality continually in their daily lives. We concern ourselves with quality when we are grocery shopping, eating in a restaurant, and making a major purchase, such as an automobile, a home, a television, or a personal computer. Perceived quality is a major factor by which people make distinctions in the marketplace. Whether we articulate them openly or keep them in the back of our minds, we all apply a number of criteria when making a purchase. The extent to which a purchase meets these criteria determines its quality in our eyes. One way to understand quality as a consumer-driven concept is to consider the example of eating at a restaurant. How will you judge the quality of the restaurant? Most people apply such criteria as the following: . . . . . . Service Response time Food preparation Environment or atmosphere Price Selection This example gets at one aspect of qualitythe results aspect. Does the product or service meet or exceed customer expectations? This is a critical aspect of quality, but it is not the only one. Total quality is a much broader concept that encompasses not just the results aspect but also the quality of people and the quality of processes. Quality has been defined in a number of different ways by a number of different people and organizations. Consider the following definitions: . . Fred Smith, CEO of Federal Express, defines quality as \"performance to the standard expected by the customer.\"1 The General Services Administration (GSA) defines quality as \"meeting the customer's needs the first time and every time.\"2 3 CHAPTER ONE 4 . . Boeing defines quality as \"providing our customers with products and services that consistently meet their needs and expectations.\"3 The U.S. Department of Defense (DOD) defines quality as \"doing the right thing right the first time, always striving for improvement, and always satisfying the customer.\"4 In his landmark book Out of the Crisis, quality pioneer W. Edwards Deming has this to say about quality: Quality can be defined only in terms of the agent. Who is the judge of quality? In the mind of the production worker, he produces quality if he can take pride in his work. Poor quality, to him, means loss of business, and perhaps of his job. Good quality, he thinks, will keep the company in business. Quality to the plant manager means to get the numbers out and to meet specifications. His job is also, whether he knows it or not, continual improvement of leadership.5 Although Deming's landmark book is now dated, his thoughts on quality are still valid and insightful. Deming makes the point that quality has many different criteria and that these criteria change continually.6 To complicate matters even further, different people value the various criteria differently. For this reason, it is important to measure consumer preferences and to remeasure them frequently. Deming gives an example of the criteria that are important to him in selecting paper:7 . . . . . It is not slick and, therefore, takes pencil or ink well. Writing on the back does not show through. It fits into a three-ring notebook. It is available at most stationery stores and is, therefore, easily replenished. It is reasonably priced. Each of these preferences represents a variable the manufacturer can measure and use to continually improve decision making. Deming is well-known for his belief that 94% of workplace problems are caused by management and especially for his role in helping Japan rise up out of the ashes of World War II to become a major industrial power. Deming's contributions to the quality movement are explained in greater depth later in this chapter. Although there is no universally accepted definition of quality, enough similarity does exist among the definitions that common elements can be extracted: With these common elements extracted, the following definition of quality can be set forth: Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value. Consider the individual elements of this definition: The dynamic state element speaks to the fact that what is considered quality can and often does change as time passes and circumstances are altered. For example, gas mileage is an important criterion in judging the quality of modern automobiles. However, in the days of 20-cent-per-gallon gasoline, consumers were more likely to concern themselves with horsepower, cubic inches, and acceleration rates than with gas mileage. The products, services, people, processes, and environments element is critical. It makes the point that quality T applies not just to the products and services provided, but Y to the people and processes that provide them and the also environments in which they are provided. In the short term, L two competitors who focus on continual improvement E produce a product of comparable quality. But the might competitor who looks beyond just the quality of the finished R product and also focuses on the continual improvement of , people who produce the product, the processes they use, the and the environment in which they work will win in the long run and, most frequently, in the short run. This is because S products are produced most consistently by quality quality organizations. E K The superior value element acknowledges that quality is a key element in providing superior value (i.e., superior quality, O cost, and service). U Quality, Value, and Organizational Excellence 2 It is important for quality professionals to understand how 0 fits into the bigger picture of providing superior quality value 1 to customers. Organizations survive and thrive in a globally competitive marketplace by providing superior 2 to customers. Achieving organizational excellence is value about B developing the ability to consistently provide superior value to customers over the long term. Superior value Uthree basic elements: superior quality, superior cost, and has superior service. QUALITY TIP \u0002 Ishikawa's Definition of Quality . . . Quality involves meeting or exceeding customer expectations. Quality applies to products, services, people, processes, and environments. Quality is an ever-changing state (i.e., what is considered quality today may not be good enough to be considered quality tomorrow). Any discussion of the Japanese quality gurus must include Kaoru Ishikawa. Ishikawa defines quality as follows: (1) quality and customer satisfaction are the same thing and (2) quality is a broad concept that goes beyond just product quality to also include the quality of people, processes, and every other aspect of the organization. Source: www.businessballs.com/ retrieved on January 15, 2011. The Total Quality Approach to Quality Management In order to achieve organizational excellencethe level of performance necessary for long-term success in a global environmentit is necessary to consistently provide superior value to customers. Quality is obviously one of the key elements in providing superior value. But total quality is even more than that. Total quality is a broad-based approach that encompasses all three of the elements of superior value. Continually improving the quality of products, processes, services, and costs is what total quality is all abouthence the name total quality . Organizations that effectively apply the total quality approach to management are the ones most likely to achieve organizational excellence. THE TOTAL QUALITY APPROACH DEFINED T Just as there are different definitions of quality, there are Y different definitions of total quality. For example, the DOD defines the total quality approach as follows: L Total quality consists of the continual improvement of E people, processes, products (including services), and R environments. With total quality anything and everything that affects quality is a target for continual improvement. , When the total quality concept is effectively applied, the end results can include organizational excellence, supeS rior value, and global competitiveness. E An easy way to grasp the concept of total quality is to consider the analogy of a three-legged stool, as shown in K Figure 1-1. The seat of the stool is customer focus. This O means with total quality the customer is in the \"driver's seat\" as the primary arbiter of what is acceptable in terms of quality. Each of the three legs is a broad element of the total quality philosophy (i.e., measures, people, and processes). The \"measures\" leg of the stool makes the point that quality can and must be measured. The \"people\" leg of the stool makes the point that quality cannot be inspected into a product or service. Rather, it must be built in by people who are empowered to do their jobs the right way. The \"processes\" leg of the stool makes the point that processes must be improved, continually and forever. What is considered excellent today may be just mediocre tomorrow. Consequently, \"good enough\" is never good enough. Another way to understand total quality as a concept is shown in Figure 1-2. Notice that the first part of the definition in Figure 1-2 explains the what of total quality; the second part explains the how. In the case of total quality, the how is important because it is what separates this approach to doing business from all of the others. The total in total quality indicates a concern for quality in the broadest sensewhat has come to be known as the \"Big Q.\" Big Q refers to quality of products, services, people, processes, and environments. Correspondingly, \"Little Q\" refers to a narrower concern that focuses on the quality of one of these elements or individual quality criteria within an individual element. How Is Total Quality Different? What distinguishes the total quality approach from traditional ways of doing business can be found in how it is achieved. The distinctive characteristics of total quality are these: customer focus (internal and external), obsession with U 2 0 1 2 B U FIGURE 1-1 5 Three-Legged Stool of Total Quality 6 CHAPTER ONE T Y L FIGURE 1-2 Total Quality: What It Is and How It Is Achieved E R neering, in turn, resulted in the use of statistical methods in quality, use of the scientific approach in decision making , control of quality, which eventually led to the concepts the and problem solving, long-term commitment, teamwork, continual process improvement, bottom-up education and training, freedom through control, unity of purpose, and employee involvement and empowerment, all deliberately aimed at supporting the organizational strategy. Each of these characteristics is explained later in this chapter. The Historic Development of Total Quality The total quality movement had its roots in the time and motion studies conducted by Frederick Taylor in the 1920s. Table 1-1 is a timeline that shows some of the major events in the evolution of the total quality movement since the days of Taylor. Taylor is now known as \"the father of scientific management.\" The most fundamental aspect of scientific management is the separation of planning and execution. Although the division of labor spawned tremendous leaps forward in productivity, it virtually eliminated the old practice of one highly skilled individual performing all the tasks required to produce a quality product. In a sense, that individual was CEO, production worker, and quality controller all rolled into one. Taylor's scientific management did away with this by making planning the job of management and production the job of labor. To keep quality from falling through the cracks, it was necessary to create a separate quality department. Such departments had shaky beginnings, and just who was responsible for quality became a clouded issue. As the volume and complexity of manufacturing grew, quality became an increasingly difficult issue. Volume and complexity together gave birth to quality engineering in the 1920s and reliability engineering in the 1950s. Quality engi- of control charts and statistical process control, which are now fundamental aspects of the total quality approach. S Reliability engineering emerged in the 1950s. It began aE trend toward moving quality control away from the traditional after-the-fact approach and toward inserting it K throughout the design and production processes. However, for Othe most part, quality control in the 1950s and 1960s involved inspections that resulted in nothing more than cutU ting out bad parts. World War II had an impact on quality that is still being felt. In 2 general, the effect was negative for the United States and positive for Japan. Because of the urgency to meet pro0 schedules during the war, U.S. companies focused duction more 1 on meeting delivery dates than on quality. This approach became a habit that carried over even after the war. 2 Japanese companies, on the other hand, were forced to learn B to compete with the rest of the world in the production of nonmilitary goods. At first, their attempts were unsucU and \"Made in Japan\" remained synonymous with cessful, poor quality, as it had been before World War II. Around 1950, however, Japan decided to get serious about quality and establishing ways to produce quality products. Japanese manufacturers overcame a reputation for producing cheap, shabby products and developed a reputation as world leaders in the production of quality products. More than any other single factor, it was the Japanese miracle which was not a miracle at all but the result of a concerted effort that took 20 years to really bear fruitthat got the rest of the world to focus on quality. When Western companies finally realized that quality was the key factor in global competition, they responded. Unfortunately, their first responses were the opposite of what was needed. The Total Quality Approach to Quality Management 7 TABLE 1-1 100 Years of Selected Historic Milestones in the Global Quality Movement Prior to 1906-1908 All autos assembled by skilled craftsmen called \"Fitters.\" Time req'd. to complete a Ford Fitter's task was 8.56 hours. 1908 1924 Ford attains perfect part interchangeability, eliminating the need for skilled craftsmen. Time req'd. for a Ford \"Assembler\" to complete his assigned task: 2.3 minutes. Shewhart identifies causes of process variation as Common and special, and develops the Statistical Process Control (SPC) chart. 1931 Shewhart publishes his book, \"Economic Control of Quality of Manufactured Products.\" 1906 1913 1927 1939 Cadillac achieves perfect interchangeability of parts. Ford introduces the moving assembly line, reducing the Assembler's task time to 1.9 minutes. Deming meets Shewhart, and sees the relevance of his ideas to management. Start of World War II 1941 1946 Deming teaches SPC to American wartime production workers. SPC widely used. SPC fades in America as pent up demand for manufactured goods seems boundless. 1960s & 1970s T 1950 Eiji Toyoda & Taiichi Japan captures market share Ohno manufacturers. Ystart development of fromU.S.Western the Toyota Production System loses some market (TPS). segments completely. LContinues to this date. E R 1950 1954 1980 Deming trains hundreds of Juran conducts Quality NBC Airs TV documentary, , Japanese engineers, managers, Management courses \"If Japan Can, Why Can't We?\" 1945 End of World War II executives and scholars in SPC and Quality concepts. 1981 1985 Ford and GM invite Deming to speak to executives. Ford listened better than GM. Beginning of adoption of Total Quality Management by American organizations. 1982 Deming publishes \"Quality, Productivity, and Competitive Position,\" his philosophy of management based on his \"Fourteen Points.\" in Japan. S E K O 1988 U.S. Dept.U of Defense endorses TQM, causing DoD contractors to follow suit. 2010 1993 TQM is widely taught in U.S. colleges and universities. 2 0 1987 1990 1 \"Lean Production\" as U.S. Congress establishes the Malcolm Baldrige definition of the Toyota 2 aProduction National Quality Award. System is used by the book, \"The Motorola introduces Six B Machine That Changed Sigma as a more powerful The World.\" version of TQM. U In spite of these early negative reactions, Western companies began to realize that the key to competing in the global marketplace was to improve quality. With this realization, the total quality movement finally began to gain momentum. TWO VIEWS OF QUALITY The total quality philosophy introduced a whole new way of looking at quality. The traditional view of quality measured process performance in defective parts per hundred produced. With total quality, the same measurement is thought of in terms of defective parts per million Brings attention to Japanese success with quality and to Deming. American industry begins to learn from Japan. TQM/Lean/Six Sigma generally acknowledged worldwide as the management system of the 21st Century, and are practiced by organizations across the planet. 2000 ISO 9000, the International Standard for Quality was rewritten to incorporate TQM concepts. produced. The traditional view focused on after-the-fact inspections of products. With total quality, the emphasis is on continual improvement of products, processes, and people in order to prevent problems before they occur. The traditional view of quality saw employees as passive workers who followed orders given by supervisors and managers. It was their labor, not their brains, that was wanted. With total quality, employees are empowered to think and make recommendations for continual improvement. They are also shown the control boundaries within which they must work and are given freedom to make decisions within those boundaries. CHAPTER ONE 8 The traditional view of quality expected one improvement per employee per year. Total quality organizations expect to make at least 10 or more improvements per employee per year. Organizations that think traditionally focus on short-term profits. The total quality approach focuses on long-term profits and continual improvement. The following statements summarize some of the major differences between the traditional view of quality and the total quality perspective: . . . . . . . . Productivity versus quality. The traditional view is that productivity and quality are always in conflict. You cannot have both. The total quality view is that lasting productivity gains are made only as a result of quality improvements. How quality is defined. The traditional view is that quality is defined solely as meeting customer specifications. The total quality view is that quality means satisfying customer needs and exceeding customer expectations. How quality is measured. The traditional view is that quality is measured by establishing an acceptable level of nonconformance and measuring against that benchmark. The total quality view is that quality is measured by establishing high-performance benchmarks for customer satisfaction and then continually improving performance. How quality is achieved. The traditional view is that quality is inspected into the product. The total quality view is that quality is determined by product and process design and achieved by effective control techniques. Attitude toward defects. The traditional view is that defects are an expected part of producing a product. Measuring defects per hundred is an acceptable standard. The total quality view is that defects are to be prevented using effective control systems and should be measured in defects per million (Six Sigma). Quality as a function. The traditional view is that quality is a separate function. The total quality view is that quality should be fully integrated throughout the organizationit should be everybody's responsibility. Responsibility for quality. The traditional view is that employees are blamed for poor quality. The total quality view is that at least 85% of quality problems are management's fault. Supplier relationships. The traditional view is that supplier relationships are short term and cost driven. The total quality view is that supplier relationships are long term and quality oriented. definition. This component has 11 critical elements, each of which is explained in the remainder of this section and all of which relate to one of the components of the three-legged stool in Figure 1-1. Strategically Based Total quality organizations have a comprehensive strategic plan that contains at least the following elements: vision, mission, broad objectives, and activities that must be completed to accomplish the broad objectives. The strategic plan of a total quality organization is designed to give it a sustainable competitive advantage in the marketplace. The competitive advantages of a total quality organization are geared toward achieving world-leading quality and improving on it, continually and forever. T Customer Focus InYa total quality setting, the customer is the driver. This point L applies to both internal and external customers. External customers define the quality of the product or serviceEdelivered. Internal customers help define the quality of the Rpeople, processes, and environments associated with the products or services. , Obsession with Quality InSa total quality organization, internal and external customers Edefine quality. With quality defined, the organization must then become obsessed with meeting or exceeding this K definition. This means all personnel at all levels approach all aspects of the job from the perspective of \"How can we do O this better?\" When an organization is obsessed with quality, U enough\" is never good enough. \"good Scientific Approach 2 Total quality detractors put off by such concepts as employee 0 empowerment sometimes view total quality as nothing more 1 another name for \"soft\" management or \"people\" than management. Although it is true that people skills, involve2 ment, and empowerment are important in a total quality B they represent only a part of the equation. Another setting, important part is the use of the scientific approach in strucU turing work and in making decisions and solving problems that relate to the work. This means that hard data are used in establishing benchmarks, monitoring performance, and making improvements. Long-Term Commitment KEY ELEMENTS OF TOTAL QUALITY The total quality approach was defined in Figure 1-2. This definition has two components: the what and the how of total quality. What distinguishes total quality from other approaches to doing business is the how component of the Organizations that implement management innovations after attending short-term seminars often fail in their initial attempt to adopt the total quality approach. This is because they look at total quality as just another management innovation rather than as a whole new way of doing business that requires an entirely new corporate culture. Too few organizations begin the implementation of total quality The Total Quality Approach to Quality Management with the long-term commitment to change that is necessary for success. Teamwork In traditionally managed organizations, the best competitive efforts are often among departments within the organization. Internal competition tends to use energy that should be focused on improving quality and, in turn, external competitiveness. Continual Process Improvement Products are developed and services delivered by people using processes within environments (systems). To continually improve the quality of products or serviceswhich is a fundamental goal in a total quality settingit is necessary to continually improve systems. T 9 behind management-labor discord ad infinitum without achieving consensus. From the perspective of total quality, who or what is to blame for adversarial management-labor relations is irrelevant. What is important is this: To apply the total quality approach, organizations must have unity of purpose. This means that internal politics have no place in a total quality organization. Rather, collaboration should be the norm. A question frequently asked concerning this element of total quality is \"Does unity of purpose mean that unions will no longer be needed?\" The answer is that unity of purpose has nothing to do with whether unions are needed. Collective bargaining is about wages, benefits, and working conditions, not about corporate purpose and vision. Employees should feel more involved and empowered in a total quality setting than in a traditionally managed situation, but the goal of total quality is to enhance competitiveness, not to eliminate unions. For example, in Japan, where companies are known for achieving unity of purpose, unions are still very much in evidence. Unity of purpose does not necessarily mean that labor and management will always agree on wages, benefits, and working conditions, but it does mean that all employees work toward the common goal. Y L Education and training are fundamental to total quality E because they represent the best way to improve people on a continual basis. It is through education and training R Employee Involvement and Empowerment that people who know how to work hard learn how to also , work smart. Education and Training Freedom Through Control S Involving and empowering employees is fundamental to E total quality as a way to simultaneously bring more minds K to bear on the decision-making process and increase the ownership employees feel about decisions that are made. O Total quality detractors sometimes mistakenly see employee U involvement as a loss of management control, when in fact control is fundamental to total quality. The freedoms enjoyed in a total quality setting are actually the result of 2 well-planned and well-carried-out controls. Controls such 0 as scientific methodologies lead to freedom by empowering employees to solve problems within their scope of control. 1 2 Unity of Purpose B Historically, management and labor have had an adversarial relationship in U.S. industry. One could debate the reasons U QUALITY TIP \u0002 Continually Improving People, Processes, and Products The total quality approach seeks to improve everything all the time forever. This means that it encompasses continually improving (1) how well people are able to do their jobs, (2) how well processes perform, and (3) the quality of products and services provided by the people and processes. To achieve total quality, it is necessary to focus more on solving problems and continually improving and less on blaming individuals for problems. Employee involvement and empowerment is one of the most misunderstood elements of the total quality approach and one of the most misrepresented by its detractors. The basis for involving employees is twofold. First, it increases the likelihood of a good decision, a better plan, or a more effective improvement by bringing more minds to bear on the situationnot just any minds but the minds of the people who are closest to the work in question. Second, it promotes ownership of decisions by involving the people who will have to implement them. Empowerment means not just involving people but also involving them in ways that give them a real voice. One of the ways this can be done is by structuring work that allows employees to make decisions concerning the improvement of work processes within well-specified parameters. Should a machinist be allowed to unilaterally drop a vendor if the vendor delivers substandard material? No. However, the machinist should have an avenue for offering his or her input into the matter. Should the same machinist be allowed to change the way she sets up her machine? If by so doing she can improve her part of the process without adversely affecting someone else's, yes. Having done so, her next step should be to show other machinists her innovation so that they might try it. Peak Performance When effectively practiced, total quality allows every aspect of an organization to operate at peak levels. This means that all personnel and processes are operating at their best. Peak performance is essential to organizations that operate in a global environment where competition is intense, constant, and unforgiving. 10 CHAPTER ONE TOTAL QUALITY PIONEERS Total quality is not just one individual concept. It is a number of related concepts pulled together to create a comprehensive approach to doing business. Many people contributed in meaningful ways to the development of the various concepts that are known collectively as total quality. The three major contributors are W. Edwards Deming, Joseph M. Juran, and Philip B. Crosby. To these three, many would add Armand V. Feigenbaum and a number of Japanese experts, such as Shigeo Shingo. Deming's Contributions Of the various quality pioneers in the United States, the best known is W. Edwards Deming. According to Deming biographer Andrea Gabor: Deming also has become by far the most influential proponent of quality management in the United States. While both Joseph Juran and Armand V. Feigenbaum have strong reputations and advocate approaches to quality that in many cases overlap with Deming's ideas, neither has achieved the stature of Deming. One reason is that while these experts have often taken very nuts-and-bolts, practical approaches to quality improvement, Deming has played the role of visionary, distilling disparate management ideas into a compelling new philosophy.9 Deming came a long way to achieve the status of internationally acclaimed quality expert. During his formative years, Deming's family bounced from small town to small town in Iowa and Wyoming, trying in vain to rise out of poverty. These early circumstances gave Deming a lifelong appreciation for economy and thrift. In later years, even after he was generating a substantial income, Deming maintained only a simple office in the basement of his modest home out of which he conducted his international consulting business. Working as a janitor and at other odd jobs, Deming worked his way through the University of Wyoming, where he earned a bachelor's degree in engineering. He went on to receive a master's degree in mathematics and physics from the University of Colorado and a doctorate in physics from Yale. His only full-time employment for a corporation was with Western Electric. Many feel that what he witnessed during his employment there had a major impact on the direction the rest of his life would take. Deming was disturbed by the amount of waste he saw at Western Electric's Hawthorne plant. It was there that he pioneered the use of statistics in quality. Although Deming was asked in 1940 to help the U.S. Bureau of the Census adopt statistical sampling techniques, his reception in the United States during these early years was not positive. With little real competition in the international marketplace, major U.S. corpora- QUALITY CASE \u0002 Autoliv Queretaro: Quality in Automotive Safety Systems Autoliv Inc. is the world leader in automotive safety systems. The company's plant in Queretaro, Mexico employees approximately 5,000 of the company's 42,000 personnel and produces airbag cushions, airbag modules, and steering wheels for the North American automotive market. The Queretaro plant's customers include Chrysler, Ford, General Motors, Honda, Hyundai, Nissan, Mazda, Mitsubishi, Toyota, Volkswagen, and Volvo. Autoliv Queretaro received the prestigious Shingo Prize for quality by applying the principles of total quality. The company's mission is to create, manufacture, and sell state-of-the art automotive safety systems. Its mission is to substantially reduce traffic accidents, fatalities, and injuries. Autoliv's strategy is to be the vehicle manufacturer's first-choice supplier of safety systems through technological leadership, complete system capabilities, highest-value safety system solutions, cost efficiency, quality excellence, global presence, highest level of service and engagement, and dedicated/motivated employees. Maintaining superior quality is at the heart of Autoliv's success. The company is committed to a zero defects philosophy which it maintains by applying the following strategies: (1) managing all new products using a five-checkpoint process, (2) using a global supplier manual that defines a mandatory supplier collaboration process, (3) requiring the company's suppliers to comply with ISO/TS 16949, and (4) incorporating the principles of the Autoliv Production System into all production and support processes. The company's commitment to quality earned its Queretaro plant the prestigious Shingo prize for Excellence in Manufacturing. When the Queretaro plant was selected for the Shingo Prize, it had achieved the following quality improvements: (1) improved production efficiency by 75%, (2) reduced changeover time by 20%, (3) boosted inventory turnover from 14 to 24, (4) increased units produced per week by 94%, (5) and maintained a 100% on-time delivery rate for four consecutive years. T Y L E R , S E K O U Source: www.reliableplant.com/Articles/Print/4697 2 0 tions 1 felt little need for his help. Corporations from other countries were equally uninterested. However, World 2 II changed all this and put Deming on the road to War becoming, in Andrea Gabor's words, \"the man who disB covered quality.\"10 U During World War II, almost all of Japan's industry went into the business of producing war materials. After the war, those firms had to convert to the production of consumer goods, and the conversion was not very successful. To have a market for their products, Japanese firms had to enter the international marketplace. This move put them in direct competition with companies from the other industrialized countries of the world, and the Japanese firms did not fare well. By the late 1940s, key industrial leaders in Japan had finally come to the realization that the key to competing in the international marketplace is quality. At this time, Shigeiti Mariguti of Tokyo University, Sizaturo Mishibori of Toshiba, and several other Japanese leaders invited Deming The Total Quality Approach to Quality Management 11 to visit Japan and share his views on quality. Unlike their counterparts in the United States, the Japanese industrialists accepted Deming's views, learned his techniques, and adopted his philosophy. So powerful was Deming's impact on industry in Japan that the most coveted award a company there can win is the Deming Prize. In fact, the standards that must be met to win this prize are so difficult and so strenuously applied that it is now being questioned by some Japanese companies. By the 1980s, leading industrialists in the United States were where their Japanese counterparts had been in the late 1940s. At last, Deming's services began to be requested in his own country. By this time, Deming was over 80 years old. He had not been received as openly and warmly in the United States as he was in Japan. Deming's attitude toward corporate executives in the United States can be described as cantankerous at best. T Gabor gives the following example of Deming's dealings Y with the U.S. executives from Ford Motor Company: L The initial contacts were unsettling for Ford. Instead of delivering a slick presentation on how the automaker E could solve its quality problemsthe sort of thing that R became the stock in trade of U.S. quality experts during the 1980sDeming questioned, rambled, and seemed , to take pleasure in making a laughingstock of his listeners. During the first meeting, wearing one of his signature timeworn three-piece suits, Deming glowered at the S car executives with steely blue eyes.11 E Deming's contributions to the quality movement would K be difficult to overstate. Many consider him the founder O of the movement. The things for which he is most widely known are the Deming Cycle, his Fourteen Points, and his U Seven Deadly Diseases. The Deming Cycle Summarized in Figure 1-3, the Deming Cycle was developed to link the production of 2 a product with consumer needs and focus the resources of all 0 departments (research, design, production, marketing) in a 1 cooperative effort to meet those needs. The Deming Cycle proceeds as follows: 2 1. Conduct consumer research and use it in planning the B product (plan). U 2. Produce the product (do). 3. Check the product to make sure it was produced in accordance with the plan (check). 4. Market the product (act). 5. Analyze how the product is received in the marketplace in terms of quality, cost, and other criteria (analyze). Deming's Fourteen Points Deming's philosophy is both summarized and operationalized by his Fourteen Points, which are contained in Figure 1-4. Deming modified the specific wording of various points over the years, which accounts for the minor differences among the Fourteen Points as described in various publications. Deming stated FIGURE 1-3 The Deming Cycle repeatedly in his later years that if he had it all to do over again, he would leave off the numbers. Deming's Seven Deadly Diseases The Fourteen Points summarize Deming's views on what a company must do to effect a positive transition from business as usual to worldclass quality. The Seven Deadly Diseases summarize the factors that he believed can inhibit such a transformation (see Figure 1-5). The description of these factors rings particularly true when viewed from the perspective of U.S. firms trying to compete in the global marketplace. Some of these factors can be eliminated by adopting the total quality approach, but three cannot. This does not bode well for U.S. firms trying to regain market share. Total quality can eliminate or reduce the impact of a lack of consistency, personal review systems, job hopping, and using only visible data. However, total quality will not free corporate executives from pressure to produce short-term profits, excessive medical costs, or excessive liability costs. These are diseases of the nation's financial, health care, and legal systems, respectively. By finding ways for business and government to cooperate appropriately without collaborating inappropriately, other industrialized countries have been able to focus their industry on long-term rather than short-term profits, hold down health care costs, and prevent the proliferation of costly litigation that has occurred in the United States. Excessive health care and legal costs represent non-value-added costs that must be added to the cost of products produced and services delivered in the United States. Juran's Contributions Joseph M. Juran ranks near Deming in the contributions he has made to quality and the recognition he has received as 12 CHAPTER ONE FIGURE 1-4 Deming's Fourteen Points T Y L E R , S E K O U FIGURE 1-5 Deming's Seven Deadly Diseases a result. His Juran Institute Inc., in Wilton, Connecticut, is an international leader in conducting training, research, and consulting activities in the area of quality management (see Figure 1-6). Quality materials produced by Juran have been translated into 14 different languages. Juran holds degrees in both engineering and law. The emperor of Japan awarded him the Order of the Sacred Treasure medal, in recognition of his efforts to develop quality in Japan and to promote friendship between Japan and the United States. Juran is best known for the following contributions to the quality philosophy: . . Juran's Three Basic Steps to Progress Juran's Ten Steps to Quality Improvement 2 0 1 2 B U . The Pareto Principle . The Juran Trilogy Juran's Three Basic Steps to Progress Juran's Three Basic Steps to Progress (listed in Figure 1-7) are broad steps that, in Juran's opinion, companies must take if they are to achieve world-class quality. He also believes there is a point of diminishing return that applies to quality and competitiveness. Juran's Ten Steps to Quality Improvement Examining Juran's Ten Steps to Quality Improvement (in Figure 1-8), you will see some overlap between them and The Total Quality Approach to Quality Management 13 T Y Services Provided Worldwide FIGURE 1-6 Juran Institute Inc., Quality-Related Source: Juran Institute Inc., www.juran.com, 2011. L E R , S E FIGURE 1-7 Juran's Three Basic Steps to Progress Source: Juran Institute Inc., www.juran.com, 2011. K O U although it often goes by other names. According to this Deming's Fourteen Points. They also mesh well with the philosophy of quality experts whose contributions are explained later in this chapter. 2 The Pareto Principle The Pareto principle espoused 0 by Juran shows up in the views of most quality experts, 1 2 B U FIGURE 1-8 principle, organizations should concentrate their energy on eliminating the vital few sources that cause the majority of problems. Further, both Juran and Deming believe that systems that are controlled by management are the systems in which the majority of problems occur. Juran's Ten Steps to Quality Improvement Source: Juran Institute Inc., www.juran.com, 2011. CHAPTER ONE 14 Quality Control The control of quality involves the following processes: 1. Assess actual quality performance. 2. Compare performance with goals. 3. Act on differences between performance and goals. Quality Improvement The improvement of quality should be ongoing and continual: FIGURE 1-9 The Juran Trilogy Source: The Juran Trilogy is a registered trademark of Juran Institute Inc. (Southbury, Connecticut), www.juran.com. The Juran Trilogy The Juran Trilogy ( Figure 1-9 ) summarizes the three primary managerial functions. Juran's views on these functions are explained in the following sections. Quality Planning Quality planning involves developing the products, systems, and processes needed to meet or exceed customer expectations. The following steps are required: 1. Determine who the customers are. 2. Identify customers' needs. 3. Develop products with features that respond to customer needs. 4. Develop systems and processes that allow the organization to produce these features. 5. Deploy the plans to operational levels. QUALITY TIP \u0002 1. Develop the infrastructure necessary to make annual quality improvements. 2. Identify specific areas in need of improvement, and implement improvement projects. 3. Establish a project team with responsibility for completing each improvement project. T Provide teams with what they need to be able to diag4. problems to determine root causes, develop Y nose solutions, and establish controls that will maintain L gains made. E Crosby's Contributions R Philip , B. Crosby started his career in quality later than Deming and Juran. His corporate background includes 14 years as director of quality at ITT Corporation (1965-1979). He Sleft ITT in 1979 to form Philip Crosby Associates, an international consulting firm on quality improvement, E which he ran until 1992, when he retired as CEO to devote Ktime to lecturing on quality-related issues. More recently, his Crosby O had once again entered the business arena as a quality consultant until his death in 2001. U Crosby, who defined quality simply as conformance, is best known for his advocacy of zero-defects management and prevention as opposed to statistically acceptable levels of2quality. He is also known for his Quality Vaccine and Crosby's Fourteen Steps to Quality Improvement. 0 Crosby's Quality Vaccine consists of three ingredients:12 1 1. Determination 2 2. Education B Implementation 3. U His Fourteen Steps to Quality Improvement are listed in Figure 1-10. The Pareto Principle The Pareto principle, named after economist Vilfredo Pareto, is more commonly known in quality circles as the 80/20 rule. This rule is used variably to contend that 80% of the quality issues in an organization are caused by 20% of the problems or that 80% of the problems can be traced to a few critical sources (the 20%). Joseph Juran is credited with applying what was originally an economic principle to management and quality. He advised organizations to focus the bulk of their improvement efforts on identifying and eliminating these few critical sources of problems. KEYS TO TOTAL QUALITY SUCCESS Organizations that succeed never approach total quality as just another management innovation or, even worse, as a quick fix. Rather, they approach total quality as a new way of doing business. What follows are common errors organizations make when implementing total quality. The successful organizations avoid these errors. The Total Quality Approach to Quality Management . . . 15 T Y L Improvement FIGURE 1-10 Crosby's Fourteen Steps to Quality Source: Philip Crosby Associates, www.philipcrosby.com E , 2011. R , for integrating them into all elements of the organization management delegation and poor leader- Senior ship. Some organizations attempt to start a quality initiative by delegating responsibility to a hired expert S rather than applying the leadership necessary to get eveE ryone involved. Team mania. Ultimately teams should be established, K and all employees should be involved with them. However, O working in teams is an approach that must be learned. U Supervisors must learn how to be effective coaches, and employees must learn how to be team players. The organization must undergo a cultural change before teamwork 2 can succeed. Rushing in and putting everyone in teams before learning has occurred and the corporate culture has 0 changed will create problems rather than solve them. 1 Deployment process. Some organizations develop quality initiatives without concurrently developing plans 2 QUALITY TIP \u0002 . . B U Crosby's Four Absolutes of Quality Management Philip B. Crosby's contributions to quality are legion, ranging from his best-selling books on quality-related subjects to his Quality College. An enduring contribution from Crosby is a set of four absolutes of quality management. These absolutes are as follows: (1) quality must be defined as conformance to requirementsnot just as a good thing to do; (2) the best way to ensure quality is prevention, not inspection; (3) the standard for quality must be zero defects, not \"close is good enough\"; and (4) quality is measured by nonconformance, not indexes. Source: www.businessballs.com, retrieved on January 15, 2011. (i.e., operations, budgeting, marketing, etc.). Taking a narrow, dogmatic approach. Some organizations are determined to take the Deming approach, Juran approach, or Crosby approach and use only the principles prescribed in them. None of the approaches advocated by these and other leading quality experts is truly a one-size-fits-all proposition. Even the experts encourage organizations to tailor quality programs to their individual needs. Confusion about the differences among education, awareness, inspiration, and skill building. In order for people to do their part in making the total quality approach work effectively, they must have the skills to apply the fundamental tools of quality. Making them aware of quality and inspiring them to accept it at a philosophical level are good and necessary steps in the right direction. But helping them develop the actual skills necessary to implement the concept must also be part of the transformational process. THE FUTURE OF QUALITY MANAGEMENT IN THE TWENTYFIRST CENTURY There are several trends that will shape the future of quality management. These trends are as follows: . Increasing global competition. More and better competition from emerging industrialized nations will be an ongoing part of life for organizations. 16 . . . CHAPTER ONE Increasing customer expectations. Today's global customer is interested in not just the quality of a product provided but also the quality of the organization that backs it up. Customers want an excellent product or service from an organization that also provides accurate billing, reliable delivery, after-purchase support, and social responsibility. Opposing economic pressures. The global marketplace exerts enormous, unrelenting pressure on organizations to continually improve quality while simultaneously reducing the prices they charge for goods and services. The key to achieving higher quality and lower prices for customers is the reduction of the expenses associated with satisfying unhappy customersexpenses that amount to as much as 25% of the cost of sales in many companies. New approaches to management. Companies that succeed in the global marketplace have learned that you manage budgets, but lead people. The old approach of providing an occasional seminar or motivational speech for employees without making any fundamental changes in the way the organization operates will no longer work. Quality Management Characteristics for the Future To succeed in the global marketplace for now and in the future, organizations need to operate according to the principles of quality management. Such companies will have the following characteristics: . . . . . . . . A total commitment to continually increasing value for customers, investors, and employees A firm understanding that market driven means that quality is defined by customers, not the company A commitment to leading people with a bias for continuous improvement and communication A recognition that sustained growth requires the simultaneous achievement of four objectives continually forever: (a) customer satisfaction, (b) cost leadership, (c) effective human resources, and (d) integration with the supplier base A commitment to fundamental improvement through knowledge, skills, problem solving, and teamwork A commitment to fast-paced, constant learning, and an ability to respond quickly to changes in the competitive environment A commitment to achieving end-to-end collaboration using web-based, on-demand tools that are fully integrated throughout the supply chain A commitment to maintaining an environment in which creativity, critical thinking, and innovation are not just encouraged and supported, but demanded As long as the concept of competition exists, there will be a need for quality management. In the twenty-first cen- tury, globalization will only intensify the level of competition businesses face. That is why the book you are now reading has been translated into Korean and Indonesian. The concept of quality management is being adopted globally and, as a result, will continue to be applied and refined through this century. Companies that develop the characteristics listed above will be those that fully institutionalize the principles of quality management. Quality management as both a practice and a profession has a bright future. In fact, in terms of succeeding in the global marketplace, quality management is the future. Consequently, more and more companies are making quality management the way they do business, and more and more institutions of higher education are offering quality management courses and programs. QUALITY CERTIFICATIONS T In a competitive work environment, one of the ways that quality Y professionals can distinguish themselves, enhance their credibility, and improve their career potential is to L become certified in an appropriate quality discipline. The E American Society for Quality (ASQ) offers certifications inRa variety of disciplines, including Manager of Quality/ Organizational Excellence, Quality Engineer, Reliability , Engineer, Software Quality Engineer, Quality Auditor, Six Sigma Black Belt, Six Sigma Green Belt, Quality Technician, Calibration Technician, Quality Improvement Associate, S Inspector, Quality Process Analyst, Hazard Analysis Quality and E Critical Point Auditor, Biomedical Auditor, and Pharmaceutical GMP Professional. K The requirements for all of these certifications are available O at the ASQ's Web site: www.asq.org/certification. At this Web site, there is a list of the various certifications U available through the ASQ. Simply click on the certification of interest, and all relevant information pertaining to that certification will be available. In addition, the ASQ provides 2 assistance to potential examinees who are preparing for cer0 tification examinations: They may find the help they need under the heading \"Prepare for the exam\" at the applicable 1 page on the ASQ's certification Web site address (www.asq. 2 org/certification ). The requirements and body of knowledge relating to the most pertinent of these certifications B Manager of Quality/Organizational Excellence, Quality U Engineer, and Quality Technicianare summarized in the following paragraphs. Manager of Quality/Organizational Excellence13 This certification is for managers who lead and champion continual process-improvement initiatives, facilitates and leads team efforts to establish and monitor customer and supplier relations, supports strategic planning and deployment efforts, assists in the development of measurement systems, motivates staff, evaluates staff, manages projects, manages human resources, analyzes budgets and finances, evaluates risk, and uses management tools and techniques. The Total Quality Approach to Quality Management Education and Experience Requirements In order to sit for the Manager of Quality/Organizational Excellence examination, individuals must have ten years of experience in one or more of the following areas: leadership, strategic plan development and deployment, management elements and methods, quality management tools, customer focus, supply chain management, and training and development. At least five of the ten years of experience in one or more of these areas of expertise must be at the decision-making level. Education waivers of up to five years are allowed for individuals who have completed a diploma or degree from an institution accredited by the ASQ. The waivers apply as follows: (1) one year for a technical diploma, (2) two years for an associate degree, (3) four years for a baccalaureate degree, and (4) five years for a master or doctorate degree. T Y nation that helps prospective examinees determine what the test covers and what areas or topics they might need to L review more thoroughly. The body of knowledge covered on E the examination for certification as a Manager of Quality/ Organizational Excellence is as follows: R Leadership. Organizational structures and culture, , Examination Topics The ASQ offers a practice exami- leadership challenges, team and team processes, and the ASQ Code of Ethics. S Strategic Plan Development and Deployment. Strategic planning models, business environment analyE sis, and strategic plan deployment. K Management Elements and Methods. Management O skills and abilities, communication skills and abilities, project management, quality systems, and quality modU els and theories. Quality Management Tools. Problem-solving tools, 2 process management, and measurement/metrics. Customer-Focused Organizations. Customer identi0 fication, segmentation, and relationship management. 1 Supply Chain Management. Supplier selection, sup2 plier communications, supplier performance, supplier improvement, supplier certification/partnerships/alliB ances, and supplier logistics. U Training and Development. Training plans, needs analysis, training material/curriculum development and delivery, and training effectiveness/evaluation. Quality Engineer14 The Quality Engineer certification is for individuals who develop and operate quality control systems, apply and analyze testing and inspection procedures, use metrology and statistical systems to diagnose and correct quality problems, understand human factors and motivation, understand quality cost techniques, develop and administer management information systems, and audit quality systems for identifying deficiencies and correcting them. 17 Education and Experience Requirements In order to sit for the Quality Engineer certification examination, individuals must have a minimum of eight years of work experience in one or more of the following disciplines: management and leadership, the quality system, product and process design, product and process control, and continuous improvement. Waivers of part of the experience requirement are available to individuals who have completed a diploma or degree from an institution accredited by the ASQ as follows: (1) one year for a technical diploma, (2) two years for an associate degree, (3) four years for a baccalaureate degree, and (4) five years for a masters or doctorate degree. Examination Topics The ASQ provides a practice examination that helps prospective examinees find out what the test covers and what areas or topics they might need to review more thoroughly. The body of knowledge covered on the examination for certification as a Quality Engineer is as follows: Management and Leadership. Topics include quality philosophies and foundations, the quality management system, the ASQ Code of Ethics, leadership principles and techniques, facilitation principles and techniques, communication skills, customer relations, supplier management, and barriers to quality. The Quality System. Topics include elements of the quality system, documentation of the quality system, quality standards and other guidelines, quality audits, cost of quality, and quality training. Product and Process Design. Topics include classification of quality characteristics, design inputs and review, technical drawings and specifications, design verification, and reliability/maintainability. Product and Process Control. Topics include tools, material control, acceptance sampling, measurement and testing, metrology, and measurement analysis. Continuous Improvement. Topics include quality control tools, quality management planning tools, continuous improvement techniques, corrective action, and preventive action. Quantitative Methods and Tools. Topics include collecting and summarizing data, quantitative concepts, probability distributions, statistical decision making, relationships between variables, statistical process control, process and performance capability, and design and analysis of experiments. Quality Technician15 This certification is for paraprofessionals whounder the direction of quality engineers and managersanalyze and solve quality problems, prepare inspection plans and instructions, select applications for sampling plans, prepare procedures, train inspectors, perform audits, analyze quality data, analyze quality costs, and apply basic statistical methods for process control. 18 CHAPTER ONE Education and Experience Requirements In order to sit for the Quality Technician examination, individuals must have at least four years of higher education and/or work experience in one or more of the following disciplines: quality concepts and tools, statistical techniques, metrology and calibration, inspection and testing, quality audits, and preventive/corrective action. Education waivers of up to three years are allowed for individuals who have completed a certification program or degree from an institution accredited by the ASQ. The waivers apply as follows: (1) one year for certification through the Quality Technology program of a community college or technical school, (2) two years for an associate degree, and (3) three years for a baccalaureate, masters, or doctorate degree. Examination Topics The ASQ offers a practice examination that helps prospective examines find out what the test covers and what topics they might need to review more thoroughly. The body of knowledge covered on the examination for certification as a Quality Technician is as follows: Quality Concepts and Tools. Topics include quality concepts, quality tools, and team functions. SUMMARY 1. Quality has been defined in a number of different ways. When viewed from a consumer's perspective, it means meeting or exceeding customer expectations. 2. Total quality is an approach to doing business that attempts to maximize an organization's competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments. 3. Key characteristics of the total quality approach are as follows: strategically based, customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, continual process improvement, bottom-up education and training, freedom through control, unity of purpose, employee involvement and empowerment, and peak performance. 4. The rationale for total quality can be found in the need to compete in the global marketplace. Countries that are competing successfully in the global marketplace are seeing their quality of living improve. Those that cannot are seeing theirs decline. 5. W. Edwards Deming is best known for his Fourteen Points, the Deming Cycle, and his Seven Deadly Diseases. 6. Joseph M. Juran is best known for Juran's Three Basic Steps to Progress, Juran's Ten Steps to Quality Improvement, the Pareto Principle, and the Juran Trilogy. 7. Common errors made when starting quality initiatives include senior management delegation and poor Statistical techniques. Topics include general concepts, calculations, and control charts. Metrology and Calibration. Topics include measurement and test equipment and calibration. Ins