Chapter 2 1

History of the Quality Movement

Chapter 2Achieving Quality Through Continual ImprovementClaude W. Burrill / Johannes LedolterPublished by John Wiley & Sons, Inc., 1999Prepared by Dr. Tomi Wahlström, University of Southern Colorado

Chapter 2 2

History of Quality

There are lessons to be learned from the experiences of the successful companies. The common factors are: Focusing on customer needs, upper management in charge of quality, training the entire hierarchy to manage for quality, and employee involvement - Joseph Juran, World War II and the Quality Movement

Chapter 2 3

Modern Quality Management

Bell Laboratories was the birthplace of modern quality management Walter Shewhart: Process Oriented

Quality ControlBoth Deming and Juran worked for

BellBritish Standards 600 established

1935

Chapter 2 4

World War II

Large expansion in quality control activities “One may even speculate that the second

World War was won by quality control and by the utilization of modern statistics. Certain statistical methods researched and utilized by the allied powers were so effective that they were classified as military secrets until the surrender of Nazi Germany.” - Kaoru Ishikawa, What is Total Quality Control

Chapter 2 5

The Postwar period

ASQC was established at 1946 Changed name to ASQ at 1997

After war the attitude was that American manufacturers could sell whatever they produced, so who needed quality

Joseph Juran deserves lot of credit:“It is important that top management be quality-

minded. In the absence of sincere manifestation of interest at the top, little will happen”

Chapter 2 6

The 1960’s

Baby boomers with increased incomes were not interested in quality

Only positive direction was the change of focus from the factory floor to the entire production process - Armand V. Feigenbaum, Total Quality Control: Engineering and Management

No focus on people like Japanese

Chapter 2 7

The 1970’s

Troubled time for US manufacturers due to Japanese increased success Excuses: Japan depends of cheap labor,

Japanese workers are exploited, there is something in their culture, Americans are lazy

Motorola and Whirlpool were good examples of poor quality

Chapter 2 8

The 1980’s

Discovery of quality circles and Phil Crosby Crosby’s book Quality is Free a huge

successIshikawa brought the Japanese way of

quality to US through his book What is Total Quality Control

Still, American managers still didn’t get the message

Chapter 2 9

Total Quality Management

Concept emerged during the 80’s from a variety of different sources

SEMATECH’s definition: TQM is a holistic business management

methodology that aligns the activities of all employees in an organization with the common focus of customer satisfaction through continuous improvement of all activities, goods and services

Chapter 2 10

Early TQM successes

NashuaXeroxMotorolaIntelDayton-HudsonCorningHewlett-Packard

Chapter 2 11

The 1990’s

First clear signs of the payoffs of TQM finally emerged

Small number of US companies raised the quality in a world class level

However, there were also problems Hubble Space Telescope “The Seal of the Navel Academy is

hereunto affixed” - US Naval Academy diplomas

Chapter 2 12

World Trade

Growing importance of the world trade caused need for world wide quality standards and accelerated unification of Europe and development of third world countries

ISO 9000 standards were developed

Chapter 2 13

Five American Quality Leaders

ShewhartDemingJuranFeigenbaumCrosby

Chapter 2 14

Questions?

Chapter 2 15

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