Deming, Juran & Crosby: Contributors to TQM (Total Quality Management)

Summary

The 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

• 🛠️ 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.
• 🌟 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.
• 📊 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.
• 🍔 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.
• 🔄 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.
• 📈 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.
• 🕵️‍♂️ 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.
• 💼 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.
• 📝 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 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.
• 🔑 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

00:00

🛠️ 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.

05:02

📊 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.

Keywords

💡Total Quality Management (TQM)

Total Quality Management is a comprehensive approach to business management that focuses on improving the quality of products and services to meet customer expectations. In the script, TQM is described as involving the total re-engineering of processes and systems, which is central to the theme of the video. W Edwards Deming, Joseph Juran, and Philip B Crosby are highlighted as key contributors to TQM, emphasizing its importance in competitive business strategies.

💡W Edwards Deming

W Edwards Deming was an American engineer, statistician, professor, author, lecturer, and consultant who is best known for his work in Japan after World War II. In the script, Deming's philosophy is linked to the 14 points of TQM, which advocate for management to redesign processes and systems with a focus on continuous improvement. His work with Japanese automobile manufacturers is mentioned as an example of applying TQM principles.

💡Re-engineering

Re-engineering refers to the fundamental rethinking and radical redesign of existing processes to achieve dramatic improvements in performance. In the context of the video, re-engineering is a key aspect of TQM, where processes and systems are revamped to enhance product and service quality, as illustrated by the example of Beefy's Burgers improving their burger production process.

💡Beefy's Burgers

Beefy's Burgers is used as a case study in the script to demonstrate the implementation of TQM principles. It represents a business that undergoes a transformation by applying TQM strategies to improve the quality of its burgers, reflecting the practical application of the concepts discussed in the video.

💡Continuous Improvement

Continuous improvement is the ongoing effort to improve products, services, or processes. In the script, Deming's approach to TQM emphasizes the importance of continuous improvement, as seen in the 'plan-do-check-act' cycle, which is a method for the systematic improvement of a process.

💡Joseph Juran

Joseph Juran was a Romanian-born American engineer and management consultant known for his work in the field of quality control. The script mentions Juran's 10 steps to quality improvement, which focus on management commitment, training, and the continuous pursuit of perfection, all of which are integral to the TQM approach.

💡Quality Planning

Quality planning involves setting goals for quality and determining how to achieve them. In the script, Juran's approach to TQM includes quality planning as a critical step, which begins with management's commitment to change and involves training staff to meet quality standards, as exemplified by the training of Beefy's Burgers employees.

💡Quality Control

Quality control is the process of ensuring that products or services meet established quality standards. The script describes Juran's emphasis on quality control through the use of mystery diners at Beefy's Burgers to evaluate the quality of the burgers, highlighting the importance of ongoing monitoring and improvement.

💡Quality Improvement

Quality improvement refers to the ongoing process of making changes to enhance the quality of products or services. The script illustrates quality improvement through the continuous pursuit of perfection, where management analyzes processes and systems, and makes necessary adjustments to achieve higher quality standards.

💡Philip B Crosby

Philip B Crosby was an American management consultant known for his work in quality management. The script outlines Crosby's four absolutes of quality management, which simplify TQM principles for easier implementation, focusing on conformity to standards, prevention of quality issues, and the cost of non-conformance.

💡Conformity to Standards

Conformity to standards means that products or services meet the quality criteria set by the industry or organization. In the script, Crosby redefines quality in terms of conforming to these standards, which must align with customer needs, and emphasizes the importance of preventing deviations from these standards to ensure quality.

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