Chapter 2

_______________________=In a workforce environment where not only workers, but also managers are afraid to report problems.

Fear

ISO 9000 simply show us____________

Fundamentals and vocabulary:

ISO 9004 simply show us____________

Guidelines for Performance improvements:

psychlogy

Helps us view and understand people interactions and circumstance between leaders and employees

Quality management systems allow us to do what?

to achieve maximum customer satisfaction at the lowers cost

Quality improvement

the process of breaking through to unprecedented levels of performance.

Quality control

the process of meeting quality goals during operations

Quality planning

the process of preparing to meet quality goals

True or Flase: Standards and quotas encourage improvement, particularly if rewards or performance appraisals are tied to meet- ing quotas.

False

Jurans suggested How products and services are designed, manufactured and delivered, and serviced in the field all contribute to fitness for use. Thus, the pursuit of quality is viewed on two levels....what are they

(1) the mission of the firm as a whole is to achieve high design quality; and (2) the mission of each department in the firm is to achieve high- conformance quality.

In regards to variation, how has technology helped in production

Allowed for a smaller chance of variation

How is Theory Knowledge simply put?

Basically, managers need to understand how things work and why decisions that affect the future should be effective

Many early attempts to improve quality focused solely on _______________ ______________, but this did not work very well.

Behavioral Change

Jurans details program for quality improvment was called_______________

Breakthrough sequence

In Demings sixth point he expresses the need for managers to invest in training; however, they also need to make investments in an employees ___________ _______________ for self development

Broad education

Purpose of ISO 9000

Companies will trust your company and markets will open...increase growth and profit

Who wrote "Quality is Free"

Crosby

What Quality Management Principle (ISO 9000:2000): Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements, and strive to exceed customer expectations.

Customer Focus

Core Quality Management Principles (3)

Customer focus Teamwork Continuous improvement

____________________=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.

Deming Philosophy

What does this show?

Deming's Chain of Reaction

Breakthrough Sequence (DJ. H-PROP)

Diagnostic Journey: Holding the Gains: Proof of the Need Remedial Journey Organization for Breakthrough: Project Identification.

Diagnosticians skilled in data collection, statistics, and other problem-solving tools are needed at this stage.

Dignositc Journey

This final step involves establishing the new standards and pro- cedures, training the workforce, and instituting controls to make sure that the break- through does not die over time

Holding the Gains

____________________= This document provides fundamental background information and establishes definitions of key terms used in the standards.

ISO 9000

_________________________=set of standards and guidelines for quality management systems that represents an international consensus on good quality management practices

ISO 9000

_________________=information-gathering tool for improvement

Inspection

_________________________= acknowledges that defects are present, encourages a lack of attention to quality by pro- duction workers, and does not add value to the product.

Inspection

What Quality Management Principle (ISO 9000:2000): People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

Involvement of People

Points not agreed by Juran and Deming

Juran believed that Deming was wrong to tell management to drive out fear; he noted: "Fear can bring out the best in people.

Instrumental in developing Japanese quality strategy Influenced participative approaches involving all workers Advocated the use of simple visual tools and statistical techniques This is an example of which technique to quality managment

Kaoru Ishikawa

3 things to remember about Theory of Knowledge

Knowledge is not possible without theory Experience alone does not establish a theory, it only describes Theory shows cause-and-effect relationships that can be used for prediction

Deming recognized that one of biggest impediments to improvement was a ___________________________--.

Lack of Leadership

What Quality Management Principle (ISO 9000:2000): establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives.

Leadership Leader

__________________=addresses what top management must do to ensure an effective quality system.

Management Responsibility

4 things to remember about system

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

Zero Defects is a _______________ _____________________. It is the standard of the craftsperson regard- less of his or her assignment. That means concentrating on preventing defects rather than just _______________and )))))))))))))) them.

Performace Standard Finding Fixing

3 key elements to total quality

Principles - foundation of the philosophy Practices - activities by which principles are implemented Techniques - tools and approaches to make practices effective

What Quality Management Principle: A desired result is achieved more efficiently when activities and related resources are managed as a process.

Process Approach

breakthroughs are achieved project-by-project, and in no other way.

Project Identification

Managers, especially top managers, need to be convinced that quality improvements are simply good economics.

Proof of Need

_______________________= helps us understand people, interactions between people and circumstances, interactions between leaders and employees, and any system of manageent

Psychology

Not only does training improve ___________ and ________________ but it adds to worker ___________, and demonstrates to workers that the company is dedicated to investing in their future.

Quality Productivity Morale

Deming believed that companies could not prosper and grow with this type of management, and proposed the 14 Points for achieving ___________________________

Quality Excellence

Juran's Quality Trilogy (3) which is his three major quality processes

Quality planning Quality control Quality improvement

ISO 9001 simply show us____________

Requirements

_________________=addresses what top management must do to ensure an effective quality system.

Resource Management

Deming encouraged workers to take ______________ for their work, rather than leave the ____________ for someone else down the production line.

Responsibility Problems

Having Standards and quotas will lead to workers taking.

Short-cuts on quality

Juran's Philosophy was meant to fit into a companies ___________________________with minimal chance of _________________________

Strategic business planning process Rejection

____________________=helps to break down barriers between departments and individuals.

Teamwork

Similar items of Jurans and Demings philosophies

The focus on top management commitment, the need for improvement, the use of quality control techniques, and the importance of training are fundamental to both philosophies.

consists of several phases: choosing an alternative that optimizes total cost (similar to one of Deming's points), implement- ing remedial action, and dealing with resistance to change.

The remedial journey

Any cultural change begins with __________________ and includes everyone.

Top Management

True or False: Deming believed that businesses should not exist simply for profit; they are social entities whose basic purpose is to serve their customers and employees.

True

We see ________________________ everywhere

Variation

Unlike Deming, however, Juran specified _________________________________________

a detailed program for improvement

Variations in Thinking: Systems

a set of functions or activities within an organization that work together for the aim of the organization.

Systems Thinking

a way of monitoring the entire system by viewing multiple inputs being processed or transformed to produce outputs while continuously gathering feedback on each part

What does Deming's philosophy focus on

continual improvements in product and service quality by reducing uncertainty

the 14 Points still convey important insights and provide guidance for what?

managing effective organizations

Excessive variation results when

products that fail or perform erratically and inconsistent service that does not meet customers' expectations.

As a parallel to Deming's emphasis on identifying and reducing sources of variation, Juran stated that quality control involves determining ____________________

what to control

Juran believed quality is related to two things. What are they?

1) product performance that results in customer satisfaction (2) freedom from product deficiencies, which avoids customer dissatisfaction."

4 types Deming's System of Profound Knowledge

1. Appreciation for a system 2. Understanding variation 3. Theory of knowledge 4. Psychology

Deming's 14 points

1. Create constancy of purpose 2. Adopt philosophy of prevention 3. Cease mass inspection 4. Select a few suppliers based on quality 5. Constantly improve system and workers 6. Institute worker training 7. Instill leadership among supervisors 8. Eliminate fear among employees 9. Eliminate barriers between departments 10. Eliminate slogans 11. Eliminate numerical quotas 12. Enhance worker pride 13. Institute vigorous training and education programs 14. Develop a commitment from top management to implement above 13 points

International Organization for Standardization (IOS), founded in _____________and composed of representatives from the national standards bodies of___________, adopted a series of __________________ _____________ ___________ in 1987. The IOS took a unique approach in adopting the "ISO" pre- fix in naming the standards. IS

1946 91 nations Written Quality Standards

Three Steps to Quality: Quality Leadership, with a strong focus on planning Modern Quality Technology, involving the entire work force Organizational Commitment, supported by continuous training and motivation This is an example of which technique to quality managment

A.V A.V. Feigenbaum

The essence of Crosby's quality philosophy is embodied in what he calls the _____________________and______________________

Absolutes of Quality Management and the Basic Elements of Improvement

What will Deming's 14 point allow for an organization to do?

Achieve Excellence

What Quality Management Principle: Making Effective decisions are based on the analysis of data and information.

Actual Approach to Decision

Theory of Knowledge

Concerned with the nature and scope of knowledge, its bases, and general reliability of claims to knowledge.

What Quality Management Principle (ISO 9000:2000): improvement of the organization's overall performance should be a permanent objective of the organization.

Continual Improvement

The theme of ZD is do it right the first time.....This is a good example of

Crosby

Who said this...... People are conditioned to believe that error is inevitable; thus they not only accept error, they anticipate it. It does not bother us to make a few errors in our work ... to err is human.

Crosby

Unlike Deming, however, Juran did not propose a major__________________ in the organi- zation, but rather sought to improve quality by working within the _________________familiar to man- agers.

Culture change system

However, posters, slogans, and motivational programs are directed at the wrong people. They assume that all quality problems are due to the work- force and overlook the major source of problems—the systems that management designs. Which of Deming's Philosophy best explain how to fix this?

Eliminate Exhortations

Deming's philosophy of Remove Barriers to Pride in Workmanship is trying to express for mangers/executives to figure out ways to understand and increase way to ___________________ and__________________ employees.

Engage Motivate

Thus, the intent was to ensure that organi- zations certified under the ISO 9000 standards have ________ that is equal to their ______________

Eqaul Peers

ISO 9000 is also called a _______________

Family of standards

____________________=This is the core document that provides the specific requirements for a quality management system to help organizations consistently provide products that meet customer and other regulatory requirements.

ISO 9001

____________________=This document provides guidelines to assist organizations in improving and sustaining their quality management systems

ISO 9004

____________________________="fitness for use." This definition of quality suggests that it should be viewed from both external and internal perspectives; that is, quality is related to "(1) product performance that results in customer satisfaction; (2) freedom from product deficiencies, which avoids customer dissatisfaction."

Juran Philosophy

3 things to remember about 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

What Quality Management Principle: An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.

Mutually Beneficial Supplier Relationships

Can Experience be tested or measured

NO

Organization for improvement requires a clear responsibility for guiding the project.

Organization for Breakthrough

3 things to remember about Pschology

People are motivated intrinsically and extrinsically; intrinsic motivation is the most powerful Fear is demotivating Managers should develop pride and joy in work

____________________=permanent reference for implementing and maintaining the system. Provides guidance. For example, inspection records, test data, audit reports, and calibration data

Quality Manual

3 Quality management systems implication

Quality Manual Quality Audit Quality Review

Crosby's Absolutes of Quality Management include the following points

Quality means conformance to requirements, not elegance There is no such thing as a quality problem There is no such thing as the economics of quality; doing the job right the first time is always cheaper. The only performance measurement is the cost of quality, which is the expense of non- conformance. The only performance standard is "Zero Defects (ZD)

What Quality Management Principle (ISO 9000:2000): Identifying, understanding, and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives.

System Approach to Management

True or False: Despite their significant differences to implementing organizational change, the philoso- phies of Deming, Juran, and Crosby are more alike than different.

True (page 66)

The same kind of ______________ exists in any production and service process, generally due to factors inherent in the design of the system, which cannot easily be ______________

Variation Control

Psychology: It is critical to designing a work environment that promotes ____________________________and ______________________

employee satisfaction well-being

ISO is a scientific term for ___________

equal

Juran proposed a definition of quality suggests that it should be viewed from both ____________________and ___________________perspectives

external and internal

Juran Philosophy proposed a simple defintion of quality which is "_______________________"

fitness for use

The aim of any system should be for all _____________________________.

stakeholders—stockholders, employees, cus- tomers, community, and the environment—to benefit over the long term