2.2 Theories of the Quality

Edwards Deming

His contributions revolutionized the style of address American and their participation in a TV show called "If Japan can, because we do not". In addition, their seminars attracted the attention of all managers of companies.

The fourteen points for management of quality.

These points are used anywhere, in the larger one, in service companies both small organizations and served in those devoted to manufacturing, to a Department or company-wide. The theories of Deming are obtained from direct observations, hence the certainty of knowledge.

1. Create consistency in order to improve the product and service 2. Adopt the new philosophy 3. Stop relying on mass inspection to achieve quality. 4. End the practice of doing business based on the price only. 5. Instead, minimize total costs by working with a single provider. 6. Constant and continuously improve all the processes of planning,

production and service. Implement the training on the job. 7. Adopt and implement the leadership. 8. Discard the fear. Break down barriers between staff areas. 9. Remove the slogans, exhortations, and targets for the workforce. 10. Eliminate numerical quotas for labor and the numerical targets for the

address. 11. Removing barriers that prevent people feel proud of their work. 12. Eliminate the annual qualification or merit system. 13. Stimulate education and the self-improvement worldwide. 14. Put to work to everyone in the company to achieve the transformation.

Phillip B. Crosby

Crosby proposes four pillars that must include a corporate quality program, which are:

1. Participation and attitude of the administration. The Administration must start by taking the attitude that you want to implement in the Organization, because as stated, "stairs sweeping up down" and if staff does not see all the levels have the same responsibility as to the attitude, this will not be motivated.

2. Professional quality management. It should empower all members of the Organization, in this way all speak the same language and can be understood in the same way each program quality.

3. Original programs. Here are the 14 steps of Crosby, also known as the 14 steps of the quality management.

1. Commitment at the address.2. Quality improvement teams.3. Measurement of the quality.4. Assessment of the cost of quality.5. Awareness of quality.6. Corrective action teams.7. Action committees.8. Eight training.9. Day zero defect.10. Establishment of goals.11. Elimination of the cause of error.12. Recognition.13. Quality Council.14. Repeat the process of improvement of quality.

4. Recognition. We should support staff who strove in an outstanding way the fulfillment of the quality program. This can be done through a recognition during certain period of time in which the worker has achieved anything unique or different from others in favor of the Organization and with a view to contribute to the quality program.

Ishikawa

Like others, Ishikawa put special attention to the practical and statistical methods for the industry. Practically his work is based on the collection of data.

A valuable contribution of the Ishikawa diagram is cause - effect that also bears his name (or fish).

Diagram cause and effect is used as a tool used to find, select, and gathering information about the causes of variation of quality in the production.

Company-wide quality control.

According to Ishikawa the Japan quality control, has a peculiar characteristic, which is the participation of everyone from executives to lower-level employees.

The doctor Ishikawa stated that the movement of quality must prevail and show to the company, to the quality of the service, retail, administrative, etc.

And the effects that causes are:

1. The product begins to raise quality, and increasingly has less defects.2. The products are more reliable.3. The costs lower.4. Increasing levels of production, so is to develop programs that are more

rational.5. There is less waste and reprocessed in smaller amounts.6. It is established an improved technique.7. Inspections and tests are diminished.8. The contracts between seller and buyer make more rational.9. Grow sales.10.The departments improve their relationship among them.11.Diminishes the amount of false reports.12. Is being discussed in an atmosphere of maturity and democracy.13.The boards are more quiet and terrific.14.Repairs and installations become more rational.15.Human relations improve.

Quality circles.

The nature of these circles of quality varies along with its objectives according to the company concerned.

The goals of quality circles are:

1. That the company develops and improves.2. Contribute to make workers feel satisfied through workshops, and respect

the human relations.

3. Discover in each employee capabilities, to improve their potential.

In quality circles, seven tools are taught to all:

1. The Pareto chart.2. The cause and effect diagram.3. The stratification.4. The check sheet.5. The histogram.6. The scatter diagram.7. The shewhart control chart.