Several quality experts have given their viewpoints on how to achieve quality. Some of the most important concepts have been summed up in the table below:
|
Walter A.
Shewhart |
Understanding
variability, the concept of statistical control charts |
|
W. Edwards
Deming |
Management’s
responsibility for quality, 14 points for quality improvement |
|
Joseph M.
Juran |
Concept of
quality cost, quality trilogy (quality planning, quality control, quality
improvement) |
|
Armand E.
Feigenbaum |
Total quality
control |
|
Philip B.
Crosby |
Concept of
zero defects, do it right the first time |
|
Kaoru
Ishikawa |
Concept of the
internal customer, quality circles |
|
Genichi
Taguchi |
Concept of
product design quality developed Taguchi loss function |
Advantages of TQM:
• Innovation in processes
• Greater productivity
• Reduced defects in product
• Increased customer satisfaction
• Higher profitability and reduced costs
• Higher employee morale
• Better adaptability to changing market conditions
• Increased competitiveness
Tools used in TQM:
|
Tool |
Purpose |
|
Cause and
effect diagram/Fishbone diagram |
Identify and
analyze the causes of a problem |
|
Checklists |
Gathering of
data |
|
Flowcharts |
Document
detailed steps of a process |
|
Scatter
diagrams |
Relation
between two variables |
|
Control
charts |
Identify
variations in the process |
|
Histograms |
Graphical
display of frequency distribution of data |
|
Pareto
analysis |
Degree of
importance of each element |