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Lecture 3 - Quality Theory

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25 views9 pages

Lecture 3 - Quality Theory

Uploaded by

mariam1990hatem
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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10/26/2020

Lecture 3

QUALITY THEORY

What is
Theory

Prepared by Dr. Magdy A. Khalaf 2 Quality management

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10/26/2020

Theory
Theory is …
 … a coherent group of general propositions used as
principles of explanation for a class of
phenomena.

 A complete theory must have four elements


 What: involves which variables or factors are included
in the model.
 How: involves the nature, direction, and extent of the
relationship among the variables.
 Why: the theoretical glue that holds the model together.
 The “who-where-when” aspects: place contextual
boundaries on the theory.
Prepared by Dr. Magdy A. Khalaf 3 Quality management

Is There a
Theory of
Quality
Management

Prepared by Dr. Magdy A. Khalaf 4 Quality management

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Quality Theory
Quality Management is …
 … all management activities involved in determination
of quality policy and its implementation.
 QM activities include the following …
 Quality Planning …
 Activities related to setting quality objectives and specifying
operational processes and resources to fulfill quality objectives.
 These activities aim to ensure that customer needs are met by the
final result.
 Quality Assurance …
 Activities associated with the design of products, services, and
processes that guarantee the quality of a product or service.
 Quality assurance is proactive rather than reactive by preventing
the occurrence of quality problems.
Prepared by Dr. Magdy A. Khalaf 5 Quality management

Quality Theory
Quality Management is …
 … all management activities involved in determination
of quality policy and its implementation.
 QM activities include the following …
 Quality Control …
 Activities associated with monitoring and measuring processes
and products to detecting and fixing quality problems.
 Quality control is more reactive rather than proactive.
 Quality Improvement …
 A systematic approach to reduction or elimination of waste, work-
back flow, rework, and losses in production process.

Prepared by Dr. Magdy A. Khalaf 6 Quality management

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Leading Contributors to Quality Theory


W. Edwards Deming …
 Regarded by the Japanese as the chief architect of
their industrial success.
 The Deming Four Steps Cycle (Plan-Do-Check-Act).
 “continual never-ending improvement.”
 Deming’s 14 Points for Management.
Joseph M. Juran …
 Statistical Quality Control
 The Juran Trilogy (planning, control, and improvement)
 Control versus Breakthrough
 Project-by-Project Improvement

Prepared by Dr. Magdy A. Khalaf 7 Quality management

Leading Contributors to Quality Theory


Kaoru Ishikawa …
 The Basic Tools of Quality.
 Ishikawa’s Quality Philosophy (11 points).
Armand Feigenbaum …
 Total Quality Control.
 The 19 Steps of TQC.
Philip Crosby …
 The 14 steps quality improvement program.
 Zero-defects approach.
 The costs of quality.

Prepared by Dr. Magdy A. Khalaf 8 Quality management

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Quality Management common variables

 Common themes
of the various
experts.
 The variables
that firms should
address when
seeking to
improve
performance.

Prepared by Dr. Magdy A. Khalaf 9 Quality management

Theoretical Framework for Quality


Management
Leadership …
 Leaders is to become conversant with quality
management approaches.
 Lead by example, not just by words.

Employee Improvement …
 Employees must be trained and developed.
 Firms undertake long-term investment in their
employees training.

Prepared by Dr. Magdy A. Khalaf 10 Quality management

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Theoretical Framework for Quality


Management
Quality Assurance …
 Quality assurance is a proactive approach.
 Quality can be assured only during the design phase.
 Investing in designing products, services, and processes so that
they are consistently of high quality.

Quality Philosophy …
 A clear message provides the company with a map to
follow during their quest for improvement.
 Deming philosophy of continual improvement,
 Ishikawa philosophy of total involvement, or
 Juran philosophy of project-by-project improvement.
Prepared by Dr. Magdy A. Khalaf 11 Quality management

Theoretical Framework for Quality


Management
Customer Focus …
 An understanding of the customer is key to quality
management efforts.
 Unless firms are gathering data about customers and
analyzing these data, they are poorly informed about
customer needs and wants.
 The mantra of many businesses today involves
customer satisfaction.
 This is closely related to customer service as a central
role for quality.

Prepared by Dr. Magdy A. Khalaf 12 Quality management

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10/26/2020

Theoretical Framework for Quality


Management
Information Analysis …
 Fact-based improvement … an approach that favors
information gathering and analysis.
 Data gathering is a key variable for the improvement
of quality.
 Included in data gathering are statistically related quality control
activities.

Strategic Planning …
 Quality improvement should follow a rational quality
strategy aligned with key business strategy and
different functional strategies of the company.
Prepared by Dr. Magdy A. Khalaf 13 Quality management

Theoretical Framework for Quality


Management
Team Approach …
 Cross-functional teams are formed to achieve process
improvement.
 Other teams may be formed to manage key processes.
 The firm is a collection of related teams performing its work.

Quality Department …
 A coaching role rather than the policing function.
 The knowledge these quality specialists have is useful for training
and in-house consulting.
 Moreover, they may sell their services to other firms
and return profits for their firms.
Prepared by Dr. Magdy A. Khalaf 14 Quality management

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Theoretical Framework for Quality


Management
Environment or Infrastructure …
 Quality environment or infrastructure must be created
that supports quality management efforts.
 To provide human resource systems and technological networks
that support all other activities.

Quality Breakthrough …
 Large (radical) improvements beside continuous
improvement.
 This often involves technology or organizational redesign.
 Analysis and data are necessary for successful
breakthrough implementation.
Prepared by Dr. Magdy A. Khalaf 15 Quality management

Theoretical Framework for Quality


Management

Prepared by Dr. Magdy A. Khalaf 16 Quality management

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Theoretical Framework for Quality


Management
 Quality management begins with leadership.
 The organizational leaders have the authority and monetary ability to drive
quality assurance, employee improvement, and the creation of a corporate
philosophy.
 The quality philosophy influences and guides the
organizational leader in making decisions concerning quality
strategy.
 The philosophy also helps guide decisions concerning quality assurance and
employee improvement.
 The customer is the focus of all the activities of the firm.
 Leadership, quality assurance, philosophy, and employees are encompassed
by a focus on the customer.
 The outer boxes (breakthrough improvement, team building,
information analysis, strategic planning, and quality
department role) are the major variables that help improve the
core systems.
 These activities form the interrelated set of activities making up the quality
system.
Prepared by Dr. Magdy A. Khalaf 17 Quality management

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