Content

What is Quality

Quality in an organization What got us here? Deming 14 points

Dr. Juran Trilogy

Quality Improvement Quality Professional How can you make a difference?

What is Quality?
Websters Dictionary degree of excellence of a thing American Society for Quality totality of features and characteristics that satisfy needs

Consumers and Producers Perspective

Fitness for use how well product or service does what it is supposed to Quality of design designing quality characteristics into a product or service A Mercedes and a Ford are equally fit for use, but with different design dimensions

What is Quality?

Meaning of Quality

Quality in an Organization

What got us here?

Thinking that Quality is expensive; it lowers productivity Thinking that Quality is intangible; it cannot be managed

Thinking that Poor quality means poor workers

Thinking that Quality is the responsibility of quality professionals Thinking that Quality is a Department Thinking that Quality is role specific Thinking that Quality is someone elses job

Thinking that Quality is not a major issue; it has little impact on the company

What is not Quality?

Quality is not a cost center Quality is not final inspection Quality is not something that someone else has in their job description

What did we end up with?

Where do we go from here?

We must go back to the past. Back to the basics

Basics .. Which Quality leaders have been advocating from many years

Deming -------- 14 Points

From Deming's 14 Points : Create constancy of purpose Adopt a new philosophy Drive Out Fear Break down barriers between departments Remove barriers that rob workersof their right to pride of workmanship Institute a vigorous program of education and self improvement

QI* Company
Ordinary Company Quality is expensive. Inspection is the key to quality. Defects are caused by workers. Rewarding the best performers and punishing the worst will lead to greater productivity and creativity Profits are made by keeping revenue high and costs down. QI* Company Quality leads to lower costs. Inspection is too late. Workers should produce defect-free goods, right at first time Most defects are caused by the system Most variation is caused by the systems that judge, punish,destroy teamwork.

Profits are generated by loyal customers.

*QI = Quality Improvement

Dr. Juran -------- Trilogy

From Dr. Jurans Trilogy: Quality Planning: Determine who the customers are. Determine the needs of the customers. Develop product features that respond to customers needs. Develop processes that are able to produce those product features. Quality Control: Evaluate actual Quality Performance. Compare actual performance to quality goals. Act on the differences

Dr. Juran -------- Trilogy

From Dr. Jurans Trilogy: Quality Improvement: Establish the infrastructure needed to secure quality improvement Identify specific needs for improvement the improvement projects Provide the resources, motivation, and training to teams

Quality Improvement

Customers Internal & External

The Voice of the Customer describes the spoken and unspoken true needs of the recipient of ones goods or services.

The customer can be both internal and external, and its voice cannot be overlooked.

Who are your external customers? Who are your internal customers?

Quality Improvement

Quality Improvement - Pathway

Stakeholder involvement: Quality Circles Process Improvement Teams Information Sharing Communication Pathways: Feedback Systems (more than just a suggestion box) Customer Satisfaction Index-Internal Customers Effective Audits Training and Mentoring:

Quality Training
Team Training Mentoring Programs

Quality Improvement - Pathway

Be a Quality Professional

Quality Improvement
What is a Quality Professional?
A Quality Professional is ANY person that has a passion, zeal, and discipline for: Doing the right things at the right timesfor the right reasons. Empowering others through training, communication, better tools,

and mentorship.
Focused on improving systems, processes, and performance as a result of heeding the Voice Of the Customer.

Quality Improvement
How can you make a difference?
Staring point for improvement - recognize the need

Be an agent for change in your organization

Show people how to prevent problems, not just identify them Promote qualitys image - Inside & outside Constantly learn more about quality Educate, train, and support those who do the work