comparative study of the contributions of Deming, Juran and Crosby towards Total Quality Management
...s theory states that improvement in quality leads to lower costs as there are less glitches an the process and better use of time and materials. When costs are lowered because of productivity improvements, lower costs and better quality can be achieved. With a combination of both, organisations can obtain higher market share thus staying in business and continuously provide jobs. b. Deming¡¦s 14 Points for Management ƒæ Create constancy of purpose toward the improvement of products and services in order to become competitive, stay in business and provide jobs. ƒæ Adopt new philosophy, management must learn that it is a new economic age and awaken to the challenge, learn their responsibilities and take on leadership for change. ƒæ Stop depending on inspection to achieve quality. Build in quality from the start. ƒæ Stop awarding contracts on the basis of low bids. ƒæ Improve continuously and forever the system of production and service to improve quality and productivity and thus constantly reduce costs. ƒæ Institute training on the job. ƒæ Institute leadership. The purpose of leadership should be to help people and technology work better. ƒæ Drive out fear so that everyone may work effectively. ƒæ Break down barriers between departments so that people can work as a team. ƒæ Eliminate slogans, exhortations and targets for the workforce. They create adversarial relationships. ƒæ Eliminate quotas and Management by Objectives (M.B.O). Substitute leadership. ƒæ Remove barriers that rob employees of their pride of workmanship. ƒæ Institute a vigorous program of education and self ¡V improvement. ƒæ Make transformation everyone¡¦s job and put everyone to work on it. The 14 points above summarises Deming¡¦s views on what an organisation should do to have a positive and effective transition from a normal business to world class quality. c. The Deming Cycle The Deming Cycle was developed to link the production of a product with consumer needs. The resources of al the departments (research, design, production and marketing) were focused in a cooperative effort to meet those needs. The Deming Cycle has 5 stops: 1. Plan At this stage, consumer research is done and is used in the planning of the product. 2. Do After careful planning is done, the product is manufactured. 3. Check The product is then checked to make sure if it was produced in accordance with the plan. 4. Act The checked and finished product is now to be sold to the market. 5. Analyse At this stage, analysis of how the product is received in the market in terms of quality, cost and criteria. The Contributions of Joseph M. Juran Juran defines quality as ¡§fitness for use¡¨. Juran designed programs to fit into a company¡¦s current strategic business planning with minimal risk of rejection. Juran believes that employees at different levels in an organisation speak different languages: „« Top management ~ speak in terms of ¡¥dollars¡¦. „« Workers ~ speak in terms of ¡¥things¡¦. „« Middle management ~ able to speak both and translate between ¡¥dollars¡¦ and ¡¥things¡¦. ¡§Fitness for use¡¨ is broken down into 4 categories: 1. Quality of Design which focuses on market research, product concept and design specifications. 2. Quality of Conformance which is about technology, manpower and management. 3. Availability with regards to reliability, maintainability and logistical support. 4. Field Service which is promptness, competence and integrity. Juran views the pursuit of quality on 2 levels: 1. The mission of the firm as a whole is to achieve high product quality. 2. The mission of each individual department in the firm is to achieve high production quality. The Juran Trilogy Juran is well known for his trilogy in which it focuses on the 3 major aspects of quality emphasising on cost of quality. The trilogy comprises of: 1. Quality Planning It is the process of preparing to meet quality goals. This process involves: a. identifying customers (both internal and external) b. determining their needs c. developing a product with features that fulfil their needs The process must be designed as such that it meets customers¡¦ needs and can also meet quality goals under operating conditions. Strategic planning should also take into account determining short term and long ¡V term goals, setting priorities, comparing results with the original plan and complement the plans with the other corporate strategic objectives. 2. Quality Control It is the process of meeting quality goals during operations and this involves: a. determining what to control b. establishing standardised units of measurement c. interpreting the difference between the actual and standard performance d. taking action on the difference 3. Quality Improvement It is the process of breaking through unprecedented levels of performance and involves: a. proving the need for improvement b. identifying specific projects for improvement c. organising to guide the projects d. diagnosing the causes e. providing remedies for the causes f. proving that the remedies are effective under operating conditions g. providing control to hold the improvements The Contributions of Philip Crosby Crosby defines quality simply as conformance. He is best known for his zero defects management and prevention. The essence of his philosophy is contained in what he calls the Absolutes of Management and The Basic Elements of Improvement. a. Absolutes of Quality Management 1. Quality means conformance to requirements not elegance. When a product is able to meet the clearly stated requirements, it has conformed to the requirements and is of quality. When quality is absent, non-conformance or variation on output will be detected. 2. There is no such thing as a quality problem. Quality originates in functional departments and as such the quality department should measure conformance, report results and lead the drive to develop a positive attitude towards quality improvement. 3. There is no such thing as the economics of quality. It is always cheaper to things right the first time. This way there is less rework and lowered costs. 4. The o...