Deming, Juran & Crosby: Contributors to TQM (Total Quality Management)
Summary
TLDRThe video script explores Total Quality Management (TQM), highlighting the contributions of W. Edwards Deming, Joseph Juran, and Philip B. Crosby. TQM emphasizes re-engineering processes to meet customer expectations while considering employee and supplier relationships. Deming's 14 points, Juran's 10 steps for quality improvement, and Crosby's four absolutes of quality management are discussed, showcasing their impact on enhancing product and service quality. The script uses the example of Beefy's Burgers to illustrate TQM's practical application, emphasizing continuous improvement and adherence to quality standards.
Takeaways
- đ ïž Total Quality Management (TQM) is a comprehensive approach to improving products and services by re-engineering processes and systems to meet customer expectations while considering employee and supplier relationships.
- đ W. Edwards Deming, Joseph Juran, and Philip B. Crosby are key figures in the development of TQM, each contributing different aspects to the philosophy and practice of quality management.
- đ Deming's philosophy led to the creation of the 14 Points of TQM, emphasizing management's role in redesigning processes and systems for continuous improvement, planning, and acting on feedback.
- đ At Beefy's Burgers, Deming's approach was applied by surveying customers and employees to identify product weaknesses and implementing changes to improve the quality and taste of the burgers.
- đ Deming's Plan-Do-Check-Act (PDCA) cycle is a continuous process of improvement, where checkpoints monitor changes and management takes swift action to correct issues and improve quality.
- đ Joseph Juran's approach to quality control focuses on management decision-making, quality planning, and quality improvement, starting with a commitment from the top down and involving a highly trained staff.
- đ”ïžââïž Juran's 10 steps to quality improvement involve building awareness, setting goals, and planning for improvement, with a focus on management's role in driving quality initiatives.
- đŒ Philip B. Crosby redefined quality as conformity to industry or organizational standards that align with customer needs, emphasizing that quality is not about flawlessness but meeting set standards.
- đ Crosby's four absolutes of quality management include defining quality, focusing on prevention, setting non-arbitrary performance standards, and measuring quality by the cost of non-conformance.
- đ Crosby's perspective on TQM at Beefy's involved analyzing the cost of poor quality and ensuring that the burgers meet the standards set by the organization, not just high-end standards.
- đ In summary, TQM is a customer-focused approach that requires total organizational involvement, adherence to quality standards, and a continuous pursuit of improvement to remain competitive.
Q & A
What is Total Quality Management (TQM)?
-TQM is an approach to serving customers that involves the total re-engineering of processes and systems to improve products and services in the way customers expect, while also considering the needs of employees and relationships with suppliers.
How did W. Edwards Deming contribute to TQM?
-W. Edwards Deming worked with Japanese automobile manufacturers post-World War II to improve product quality, leading to the development of his 14 points of TQM, which emphasize redesigning processes and systems for continuous improvement.
What are the key components of Deming's 14 points of TQM?
-The key components include designing quality products and services, reducing waste, increasing quality, decreasing production costs, and the plan-do-check-act (PDCA) cycle for continuous improvement.
How did Joseph Juran's approach to TQM differ from Deming's?
-Joseph Juran emphasized that TQM begins at the top of an organization and works its way down, focusing on management decision-making, quality planning, quality control, and quality improvement.
What are the 10 steps to Quality Improvement developed by Joseph Juran?
-Juran's 10 steps involve building awareness, setting goals, planning for improvement, training staff, controlling quality, measuring quality, and continuously pursuing perfection through management analysis and recognition.
What is Philip B. Crosby's definition of quality?
-Crosby defined quality as conformity to standards set by the industry or organization that must align with customer needs.
What are Crosby's four absolutes of quality management?
-The four absolutes are: quality is defined as conformance to standards, the system for quality is prevention, the performance standard is not arbitrary and must be without defect, and the measurement of quality is the price of non-conformance.
How did Deming apply TQM principles at Beefy's Burgers?
-Deming surveyed customers and employees, improved grilling techniques, discussed alternatives with suppliers, and set a timing schedule for burger orders to ensure quality and customer satisfaction.
What challenges did Beefy's Burgers face when implementing TQM?
-During busy times, the customized burger system was not feasible, leading to long lines and customer complaints. The challenge was to maintain quality while improving efficiency.
How did Juran's management approach impact the night shift at Beefy's?
-Juran set the standard for quality during his night shift by training each employee on how to properly make a burger, emphasizing the importance of quality planning and control.
What was Crosby's role in implementing TQM at Beefy's Burgers?
-Crosby worked the register and used the restaurant as a field study on TQM, focusing on the cost of poor quality and ensuring that the burgers met the standards set by Beefy's.
Outlines
đ ïž Total Quality Management (TQM) Implementation
The first paragraph introduces Total Quality Management (TQM) as a comprehensive approach to customer service that involves re-engineering processes and systems to enhance products and services according to customer expectations. It highlights the contributions of W. Edwards Deming, Joseph Juran, and Philip B. Crosby to the development of TQM. The narrative uses the example of Beefy's Burgers to illustrate the application of TQM principles, including Deming's 14 points, which emphasize the need for management to redesign processes to ensure continuous improvement. The paragraph details the steps taken at Beefy's Burgers to improve the quality of their burgers, from surveying customer preferences to making adjustments to the production process and addressing issues during peak times.
đ The Evolution of Quality Management Principles
The second paragraph delves into the specific contributions of the three key figures in TQM: W. Edwards Deming, Joseph Juran, and Philip B. Crosby. It outlines Deming's 14 principles, Juran's 10 steps to quality improvement, and Crosby's four absolutes of quality management. The paragraph explains how each of these leaders emphasized different aspects of TQM, from Deming's focus on redesigning processes to Juran's emphasis on top-down management commitment and Crosby's focus on conformance to standards and the cost of non-conformance. The summary also includes an example of how Crosby applied TQM principles at Beefy's, demonstrating the practical application of these concepts in a fast-food setting.
Mindmap
Keywords
đĄTotal Quality Management (TQM)
đĄW Edwards Deming
đĄRe-engineering
đĄBeefy's Burgers
đĄContinuous Improvement
đĄJoseph Juran
đĄQuality Planning
đĄQuality Control
đĄQuality Improvement
đĄPhilip B Crosby
đĄConformity to Standards
Highlights
Total Quality Management (TQM) is an approach to serving customers by re-engineering processes and systems to improve products and services as per customer expectations.
W Edwards Deming, Joseph Juran, and Philip B Crosby contributed different aspects to TQM, shaping how we think about it today.
TQM originated as a means to repair Japan's post-WWII damage, with Deming working with Japanese automakers to improve product quality for competitive advantage.
Deming's philosophy led to the 14 points of TQM, emphasizing management's role in redesigning processes for continuous improvement.
Deming's implementation at Beefy's Burgers involved surveying customers and employees to understand preferences and improve product quality.
The 'Plan-Do-Check-Act' cycle is a key component of Deming's approach to TQM, focusing on continuous process improvement.
Joseph Juran's approach to Quality Control emphasized the importance of management commitment and a highly trained staff for quality planning.
Juran's 10 steps to Quality Improvement focus on decision-making, planning, control, and continuous pursuit of perfection.
Quality control involves testing products and services for quality, with deviations from the standard requiring changes and improvements.
Philip B Crosby redefined quality as conformity to standards set by the industry or organization, aligning with customer needs.
Crosby's four absolutes of quality management include defining quality, focusing on prevention, setting non-arbitrary performance standards, and measuring quality by the cost of non-conformance.
Crosby's practical application at Beefy's involved analyzing the cost of poor quality and ensuring burgers met Beefy's set standards.
TQM considers the needs of employees and relationships with suppliers, in addition to customer expectations.
Deming, Juran, and Crosby believed TQM to be the most important approach for an organization to be competitive.
Quality improvement involves making necessary changes to processes and systems that are not working effectively.
The transcript highlights the practical applications of TQM principles at Beefy's Burgers, illustrating the theory in action.
TQM principles are not only about achieving high quality but also about preventing poor quality through established processes and standards.
The cost of non-conformance is a critical aspect of TQM, emphasizing the financial impact of not meeting quality standards.
Transcripts
total quality management is an approach
to serving customers that involves
totally re-engineering processes and
systems to improve products and services
in the way customers Expect While
considering the needs of employees and
relationships with
suppliers W Edwards Deming Joseph Jan
and Philip B Crosby each developed a
different aspect of tqm we will learn
about how each contributed to how we
think about tqm today
the tqm approach began as a means of
repairing the damage Japan suffered post
World War II W Edwards Deming worked
with Japanese automobile manufacturers
to improve the quality of their products
in an effort to gain a competitive foot
in the industry his philosophy resulted
in the 14 points of tqm which can be
summed up by saying management must
redesign their processes and systems to
plan do check and act let's see how tqm
is implemented at beefy's Burgers to
plan Deming councils that businesses
should design quality products and
services that customers want develop
processes and systems that reduce waste
and increase quality and decrease the
cost of production Deming wanted to
revolutionize the way beefies Burgers
produces Burgers to gain a better
understanding of the customer
preferences he surveyed everyone
involved in the operation from the
customers to the employees he even
called his suppliers in to get their
opinions from The information collected
Deming was able to determine a few
important things beefy was competitive
on price however the burger was small
and flavorless he called his employees
in and showed them how to properly Grill
the burgers he called his supplier in to
discuss alternatives to the current beef
he uses a timing schedule for completion
of burger orders was set no Burger would
hit the grill until the customer placed
an order tomorrow would be go time next
the businesses must do the work by
putting the plan into action as
processes and systems are running they
must continually seek ways to do things
better deming's crew knew exactly what
to do stations were set up for bun
slicing Burger grilling and ketchup
squeezing as customers placed their
orders the beef hit the grill the bun
was sliced 1.2 seconds after and
delivered to the grill catchup was
squeezed and the process ended with
wrapping customers were thrilled with
the new and improved Burgers however
during busy times it wasn't feasible to
make each Burger as ordered lines formed
creating more customer complaints this
time complaints were about the system as
work moves through the processes in
systems checkpoints will monitor changes
that need to take place changes like
removing barriers to Quality by
providing employees with the tools
needed to do the job right the first
time finally managers take action
management may make changes Deming
tweaked a few things to speed up the
process by placing more people on on the
line customers received their burgers on
time and they were tasty too Joseph
Duran shared a connection with Deming
Jan's approach to Quality Control also
had Japanese Roots while Japan was price
competitive with the rest of the world
the quality of product did not measure
up like Deming Jan stressed the
importance of total quality management
however he summed it up by saying Total
Quality Management begins at the top of
an organization and works its way down
he developed 10 steps to Quality
Improvement the steps boil down to three
main areas of management decision-making
quality planning quality control and
quality improvement quality planning
involves building an awareness of the
need to improve setting goals and
planning for ways goals can be reached
this begins with Management's commitment
to plan change it also requires a highly
trained and qualified staff Duran
managed bees during the night shift he
set the standard for Quality during his
shift by training each employee on how
to properly make a burger quality
control means to develop ways to test
products and services for Quality any
deviation from the standard will require
changes and improvements on Sunday
nights when business was slow Jan
invited Mystery Diners to come to beefy
to rate the quality of the burgers if he
found that a diner was displeased he
retrained his employees quality
improvement is a continuous Pursuit
towards Perfection management analyzes
processes and systems and reports back
with praise and recognition when things
are Done Right Duran allowed the staff
to engage in a well-deserved Burger
eating contest at the end of a
profitable shift Philip B Crosby was a
contemporary leader in tqm he didn't
engineer principles or staffs he simply
made tqm easier for the Layman to
implement by breaking it down to an
understandable ideology that
organizations should adopt Crosby
redefined quality to mean Conformity to
standards set by the industry or
organization that must align with
customer customer needs there are four
absolutes of quality management
necessary for Conformity quality is
defined as conformance to standards the
system for cause and quality is
prevention the performance standard is
not arbitrary it must be without defect
the measurement of quality is price of
non-conformance Crosby worked the
register at beefy's he was also a
business student at a local College he
used bees as a field study on tqm when
customers back Burgers he looked at the
price of inferior products and its toll
on the overall
organization these four absolutes can be
summed up to mean that quality is based
on an industry or organizational
standard not
flawlessness that standard must be
upheld inferior quality is preventable
through processes that ensure quality
and the real measurement of quality is
the price an organization pays for
non-conformance to the quality standards
set by the organization non-conformance
to quality standards causes waste and
wasted products cost money Crosby gets
that beefy Burgers is a fast food joint
he did not demand a high quality burger
like those served at a steakhouse he
demanded that burger served at beefies
meet the standards that beefy sets for
their
[Music]
burgers in summary W Edwards Deming
Joseph Duran and Philip B Crosby are
three of the most influential people
involved in Total Quality Management
total quality management is an approach
to serving customers that involves the
total re-engineering of processes and
systems to improve products and services
in the way customers Expect While
considering the needs of employees and
relationships with suppliers Deming Jan
and Crosby believed that total quality
management was the most important
approach an organization can take to be
competitive Deming developed 14
principles of tqm condensing they
suggest that management with total
organizational involvement must plan
processes and systems to improve qu
quality based on preset standards that
align with customers needs management
must put the plan into action by doing
the right things to ensure quality while
continuously checking outcomes for Flaws
in the processes if a process is not
working management must take Swift
action to make it right Jan theorized
that quality planning is done by
building an awareness of quality
improvements and ways to achieve it
quality control meant measuring quality
every step of the way and quality Improv
mement involved making changes to
processes and systems that do not work
Crosby looked at the cost of poor
quality he defined quality to be more
about conforming to standards than to
imperfection for this he developed four
absolutes management must follow with a
customer focus in mind standards of
Conformity must be developed poor
quality should be preventable by
processes and systems within managements
control the standard set must not allow
for any deviation from the standard and
quality can be measured by the price of
non-conformance
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