Читать книгу Statistical Quality Control - Bhisham C. Gupta - Страница 25

Different authors have taken different steps to achieve quality improvement. In this chapter, we quote the steps suggested by four prominent advocates of quality who revolutionized the field of SQC: Philip B. Crosby, W. Edwards Deming, Joseph M. Juran, and Armand V. Feigenbaum. We first discuss ideas suggested by Crosby, Feigenbaum, and Juran; later, we will look those from W. Edwards Deming.

Following are Juran's 10 steps to achieve quality improvement (Uselac 1993, p. 37; Goetsch and Davis 2006):

1 Build awareness of both the need for improvement and opportunities. Identify gaps.

2 Set goals for improvement.

3 Organize to meet the goals that have been set. They should align with the company's goal.

4 Provide training.

5 Implement projects aimed at solving problems.

6 Report progress.

7 Give recognition.

8 Communicate results.

9 Keep scores. Sustain these and continue to perfection.

10 Maintain momentum by building improvement into the company's regular system.

Next, we summarize Armand V. Feigenbaum's philosophy for total management (Tripathi 2016; Watson 2005):

 Quality of products and services is directly influenced by nine Ms: Markets, Money, Management, Men, Motivation, Material, Machines and Mechanization, Modern information methods, and Mounting product requirements.

 Three steps to quality: (i) management should take the lead in enforcing quality efforts and should be based on sound planning; (ii) traditional quality programs should be replaced by the latest quality technology to satisfy future customers; (iii) motivation and continuous training of the entire workforce gives insights about organizational commitment to the continuous quality improvement of products and services.

 Elements of total quality to enable a total customer focus are as follows:Quality is the customer's perception.Quality and the cost are the same, not different.Quality is an individual and team commitment.Quality and innovation are interrelated and mutually beneficial.Managing quality is managing the business.Quality is a principle.Quality is not a temporary or quick fix.Productivity is gained by cost‐effective, demonstrably beneficial quality investment.Implement quality by encompassing suppliers and customers in the system.

Feigenbaum was the first to define a system engineering approach to quality. He believed that total quality control combines management methods and economic theory with organizational principles, resulting in commercial leadership. He also taught that widespread quality improvement performance in a nation's leading businesses is directly related to quality's long‐term economic impact.

Philip B. Crosby is well known for his “Quality Vaccine” and 14 steps to quality improvement. The Quality Vaccine consists of the following three ingredients:

 Determination

 Education

 Implementation

Crosby's suggested set of 14 steps to quality improvement are as follows (Goetsch and Davis 2006):

1 Make it clear that management is committed to quality for the long term.

2 Form cross‐departmental quality teams.

3 Identify where current and potential problems exist.

4 Assess the cost of quality and explain how it is used as a management tool.

5 Increase the quality awareness and personal commitment of all employees.

6 Take immediate action to correct problems that have been identified.

7 Establish a zero‐defects program.

8 Train supervisor to carry out their responsibilities in the quality program.

9 Periodically hold “zero defects days” to ensure that all employees are made aware there is a new direction.

10 Encourage individuals and teams to establish both personal and team improvement goals.

11 Encourage employees to tell management about obstacles they face in trying to meet quality goals.

12 Recognize employees who participate.

13 Implement quality councils to promote continual communication.

14 Repeat everything to illustrate that quality improvement is a never‐ending process.

Note that many of these steps are covered if the projects in the Six Sigma methodology are well executed.