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MGT420 (Chap16)
MGT420 (Chap16)
MGT420 (Chap16)
Chapter
16
Productivity
and Quality
in Operations
Production and
Production and consumption
consumption is not
usually is simultaneous
simultaneous
Output Input
1. Create constancy of purpose for improvement of product and service, and communicate
this aim to all employees.
2. Learn and adopt the new philosophy throughout all levels within the organization.
3. Understand that inspection only measures problems but does not correct them; quality
comes from improving processes.
4. Reduce the number of suppliers, and do not award business on the basis of price tag
alone.
5. Constantly improve processes, products, and services while reducing waste.
6. Institute modern aids to training on the job.
7. Improve supervision.
8. Drive out fear of expressing ideas and reporting problems.
9. Break down barriers between departments and get people working toward the goals of
the organization as a team.
10. Eliminate slogans, exhortations, and targets for the workforce.
11. Eliminate numerical quotas for production; concentrate on quality, not quantity.
12. Remove barriers that rob people of pride of workmanship.
13. Institute a program of education and self-improvement for everyone.
14. Put everyone in the organization to work to accomplish the transformation.
Source: W. Edwards Deming, Out of the Crisis (Cambridge, MA: MIT, Center for Advanced Engineering Study, 1986).
© 2007 Thomson/South-Western. All rights reserved. 16–31
Prominent Quality Management
Philosophers (cont’d)
• Armand Feigenbaum
Introduced the concept of total quality control.
• Kaoru Ishikawa
Introduced quality control circles.
• Philip Crosby
Introduced the philosophy that “quality is free.”