BS3008 Quality Management

1
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Joseph JURAN
• Quality just not just happen but has to be
  planned
• Trilogy of
• Quality Planning
• Quality Control
• Quality Improvement

2
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Joseph JURAN
• Quality PLANNING consists of
• Identifying customers and their needs
• Establishing optimum quality goals
• Creating measurements of quality
• Plan to meet quality goals under operating
  conditions
• Produce continuing results

3
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Joseph JURAN
• Emphasises the importance of internal as well as
  external customers
• Concept of fitness for use to be applied to the
  interim product for all internal customers
• Actions should consist of
• 90 substance,
• 10 exhortation
• (not the reverse)

4
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Philip CROSBY
• Quality is defined as conformance to requirements
• Traditional quality control represent failure
• Manufacturing companies spend 20 revenues doing
  things wrong so
• Do it Right First Time
• Zero Defects

5
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Philip CROSBY
• Without reservation senior management is entirely
  responsible for quality
• Goal should be to give all staff training and
  tools of quality improvement to apply the
  concepts of Prevention management
• Quality improvement has to be ongoing

6
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Philip CROSBY
• Characteristics of continuing success
• People do things right first time
• Change is anticipated and used to advantage
• Growth s consistent and profitable
• New products and services appear when needed
• Everyone is happy to work there

7
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Philip CROSBY
• Four absolutes of Quality Management
• Quality is conformance to requirements
• Create quality by prevention, not appraisal
• Performance standard should be Zero Defects
• Measurement of quality is the price of
  non-conformance
• Hence QUALITY IS FREE

8
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Tom PETERS
• MBWA (Management by Wandering About) in which
• Listening (suggests caring)
• Teaching (values must be transmitted when fact to
  face)
• Facilitating (on the spot advice)
• Leadership not Management

9
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Tom PETERS
• More recently, five themes are
• Customers
• Innovation
• People
• Leadership
• Systems

10
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Tom PETERS
• 12 attributes of successful American companies..
• Management obsession with quality
• Passionate systems
• Measurement of quality
• Quality is rewarded
• Everyone is trained for quality
• 6. Multi-function teams

11
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Tom PETERS
• 12 attributes of successful American companies..
• Small is beautiful
• Create endless Hawthorne effects
• Parallel a route to management through quality
• Everyone is involved
• When quality goes up, costs go down
• Quality improvement is a never-ending journey

12
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Evaluation
• The new messiahs preaching
• A plethora of initiatives
• Ultimately exploitative
• No easy nostrums for success as market conditions
  may vary
• Latest brand of snake oil

13
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Criticisms
• TQM is a passing fad
• Only 20 of Fortune 500 companies are satisfied
  with TQM initiatives
• Malcom Baldridge Award never gained any prestige
• 73 of electronics companies have quality
  programs, but more than half show less than 10
  improvement.

14
BS3008 Quality Management Customer Care 3 TQM
Gurus 2

• Evaluation of the Gurus
• What remains of enduring value ?
• Are they culturally specific ?
• Were their writings designed to meet particular
  problems in a historical time scale
• How applicable are concepts to service industries
  such as education, health, social services ?
• Who IS the customer ?