As we near Thanksgiving, a proud American holiday of tradition, we thought it appropriate to examine the philosophies of some of the great "Founding Fathers" of quality management systems. While we already covered the great Deming 14 Point System in a previous post, the following are great additional core quality assurance and quality control philosophies of Juran and Crosby to help you to brush up on your "quality" history!
Joseph J. Juran's Trilogy of Quality Management. In addition to Deming, Juran was another great Founding Father of quality, and was responsible for the famous Juran Trilogy concept. This quality philosophy consists of three steps: Quality Planning, Quality Control and Quality Improvement.
1) Quality Planning: The quality planning phase is the activity of developing products and processes to meet customers' needs. It deals with setting goals and establishing the means required to reach the goals. Below are the steps in the quality planning process:
- Establish quality goals
- Identify the customers: those who will be impacted by the efforts to meet the goals
- Determine the customer’s needs
- Develop processes that are able to produce those product features
- Establish process controls, and transfer the resulting plans to the operating forces
2) Quality Control: This process deals with the execution of plans and it includes monitoring operations so as to detect differences between actual performance and goals. It is outlined with three steps:
- Evaluate actual quality performance
- Compare actual performance to quality goals
- Act on the difference
3) Quality Improvement: The is the process is for obtaining breakthrough in quality performance, and it consists of several steps:
- Establish the infrastructure needed to secure annual quality improvement
- Identify the specific needs for improvement- the improvement projects
- Establish project teams with clear responsibility for bringing the project to a successful conclusion
- Provide the resources, motivation, and training needed by the teams to- diagnose the cause, stimulate establishment of remedies, and establish controls to hold the gains.
Source: The Juran Trilogy, Pradeep Kumar
Philip Crosby's Zero Defects. Philip Crosby, the Guru of Quality Management, was a legend in the discipline of quality. A noted quality professional, consultant, and author, he is widely recognized for promoting the concept of "zero defects" and for defining quality as conformance to requirements.
Zero defects is a performance standard and method states that if people commit themselves to watching details and avoiding errors, they can move closer to the goal of zero defects.
Zero defects is a way of thinking and doing that reinforces the compliance management notion that defects are not acceptable, and that everyone should "do things right the first time". The idea here is that you can increase profits both by eliminating the cost of failure and increasing revenues through increased customer satisfaction. Zero defects is NOT about being perfect, it's about changing your perspective, and it does this by demanding that you:
- Recognize the high cost of quality issues.
- Continuously think of the places where flaws may be introduced.
- Work proactively to address the flaws in your systems and processes, which allow defects to occur.
"Zero defects" is not a program, nor does it have distinct steps to follow or rules to abide by: which is perhaps why zero defects can be so effective, as it's adaptable to any situation, business, profession or industry.
Source: Zero Defects, Getting It Right The First Time, MindTools.com
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