The Pioneers of Quality
Quality is the standard of something as measured against other things of a similar kind, the degree of excellence of something. The following six leaders and visionaries of quality pioneered different facets of our understanding of quality.
W. Edwards Deming 1900-1993
Deming defined quality as a predictable degree of uniformity and dependability at low cost suitable to the market.
Key Concepts – Deming cycle, Deming’s Seven Deadly Sins, Deming’s Fourteen Points, and believed 94% of workplace problems are caused by management.
Key Book – Out of the Crisis
Quality is everyone’s responsibility.
Putting out fires is not improvement of quality.
If you can’t describe what you are doing as a process, you don’t know what you’re doing.
Defects are not free. Somebody makes them and gets paid for making them.
The job of management is not supervision but leadership.
Joseph M. Juran 1904-2008
Juran defined quality as fitness for use, something that satisfies customer needs.
Key Concepts – Pareto Principle, Juran trilogy, Juran’s Ten Steps to Quality Improvement, Juran’s Three Basic Steps to Progress
Key Book – Juran’s Quality Control Handbook
In the USA, about a third of what we do consists of redoing work previously ‘done’.
Without a standard, there is no logical basis for making a decision or taking action.
Philip B. Crosby 1926-2001
Crosby defined quality as conformance.
Key Concepts – Zero Defects (ZD), Quality Vaccine, Crosby’s Fourteen Steps to Quality Improvement, and Crosby’s Four Absolutes of Quality Management
Key Book – Quality is Free: The Art of Making Quality Certain
Quality is free. It’s not a gift, but it’s free. What costs money are the unquality things – all the actions that involve not doing jobs right the first time.
Why spend all this time finding, fixing, and fighting when you could have prevented the problem in the first place?
Good things only happen when planned; bad things happen on their own.
It isn’t what you find; it’s what you do about what you find.
Armand V. Feigenbaum 1922-2014
Feigenbaum defined quality as a customer determination based upon a customer’s actual experience with a product or service, measured against his or her requirements -stated or unstated, conscious or merely sensed, technically operational or entirely subjective -and always representing a moving target in a competitive market.
Key Concept – Total Quality Management (TQM)
Key Book – Total Quality Control
An important feature of a good quality program is that it controls quality at the source.
Quality is the total composite product and service characteristic of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectations of the customer.
Walter A. Shewhart 1891-1967
Shewhart defined quality as dependable and economic quality suited to purpose.
Key Concepts – Statistical Process Control (SPC) chart, Plan, Do, Check, Act (PDCA) cycle
Key Book – The Economic Control of Quality of Manufactured Product
Both pure and applied science have gradually pushed further and further the requirements for accuracy and precision
Kaoru Ishikawa 1915-1989
Ishikawa defined quality as a broad concept that goes beyond just product quality to include the quality of people, processes, and every other aspect of the organization. Quality and customer satisfaction are the same thing.
Key Concepts – Fishbone Diagram, Cause and Effect Diagrams, and Quality Circles
Key Books – Guide to Quality Control, What is Total Quality Control? The Japanese Way
Failure is the seed of success.
Companies exist in a society for the purpose of satisfying the people in that society.
A company is no better or no worse than the employees it has.