Qingjiang Yuan
Monday Jan 05, 2009
History of Quality
The modern history of quality can be divided into seven distinct stages—those
being craftsman, industrial revolution, scientific management, human
relations, quality revolution, service revolution, and six-sigma
quality. Each stage is described in minor detail:
- One person makes one product from start to finish
- No two products are exactly alike
- Apprentices are trained, become focused experts
- Craft production using simple and flexible tooling
- Workforce subjected to numerous environmental changes (work structure, lifestyle, etc.)
- Based upon observation, measurement, analysis, improvement, and incentives
- Management is responsible for planning, selecting workers, and determining the best way to perform a job
- Murray
(1938) focuses on need of achievement (accomplishment), need for
affiliation (acceptance by others), need for power (persuasion), need
for autonomy (freedom of choice) - McGregor
(1960) focuses on Theory X (employees are lazy, passive, irresponsible,
uncreative, and motivated only by money) and Theory Y (employees view
work as an extension of play, exercise self control in pursuit of
objectives, responsibility is a learned trait, and capacity to solve
problems is widely distributed in the population) - Herzberg
(1966) focuses on satisfaction and dissatisfaction are independent
dimensions (e.g. better pay does not create satisfaction; receiving
less pay than one feels they deserve will cause dissatisfaction - Maslow
(1968) focuses on physiological / survival need (food, water, sleep),
safety need (job security), belonging need (acceptance by others),
esteem need (recognition), self actualization need (personal
fulfillment)
- Deming, Juran, Crosby, Ishikawa, Kano, Feigenbaum, Taguchi, Shingo, et al combined to form total quality philosophy—Employees
experience guided job rotation, slower promotions, focused performance
evaluations, emphasis on group and team environment, and trend towards
consultative decision making - Quality focus is on participation and
teamwork, continuous improvement, and customer satisfaction
- Growth
of service industries and need for increased efficiencies, reduced
costs, a higher expectation of quality, etc. drive the need to apply
operational practices in the service sector
- Six sigma concepts are used to access process capability, process stability, process variation, and defect risks
- Six sigma concepts are utilized in both product and service applications
Posted at 10:17AM Jan 05, 2009 by byuan in General | Comments[3]
Good overview of the evolution and the refinement of the quality sciences. A lot of "programs" have only applied a piece of quality, and many GURUs like Maslow, McGregor, and Mayo contributed their pieces to Total Quality Management (TQM). The quality practices that you mention under Six Sigma have been going on for 40 years (maybe longer). They were just called different names like Statistical Process Control, QIP, and Zero Defects. All of these "programs" have their merit; however, done of them by themselves warrants TQM, which is the whole business strategy, the goal-setting, the goal alignment, the market research, the conversion of VOC into customer needs, the fulfillment of those needs in our product and service deliverables, and the continuous effort to improve what we do -- not just to warrant customer satisfaction, but to delight. TQM involves every aspect of a company, and to often, management only applies it to their manufacturing and service organizations.
I did a pretty write-up on TQM for wikianswers.com but suffice it to say, there are very few companies in Corporate America that are really practicing the quality sciences in the way that Shewhart and Deming spelled it out in their Chain Reaction diagrams or as spelled out in Dr. Feigenbaum's TQM book.
Posted by Gerry on January 08, 2009 at 10:50 AM PST #
No comments
Posted by 202.123.8.179 on August 12, 2009 at 11:20 PM PDT #
hai.........paki help naman kong wat history of guilty...........and history of quality
Posted by rhonessa on September 27, 2009 at 01:09 AM PDT #