1. Introduction
Quality is a recently developed issue, now you can no longer talk about doing things well but maintaining an adequate quality level during the realization of a product or service. There are different definitions of quality, the use of each depends on the area in which I am working. Previously it was believed that quality was too expensive and therefore influenced the profits produced by the company. It is now known that seeking quality results in lower company costs and higher profits. The definition of quality has been much discussed, but the thinkers who have excelled the most in the subject are those that we will present below.
2. Joseph M. Juran
He was born on December 24, 1904 in the city of Braila, Romania. Joseph M. Juran was the forerunner of quality in Japan. He is considered the father of quality. The most important thing is that he is recognized as the one who added that I emphasize the human aspect in the field of quality. This is where the statistical origins of total quality emerge.
At the age of 20, he graduated from Electrical Engineering. He worked at the Lend-Lease Administration where he had contact with the term of reengineering. In 1951 he published his first work regarding quality, which was called the Quality Control Manual. After this he contributed to the most important Japanese companies advising them on quality and how to achieve it within production processes. In 1979 the Juran Institute was founded, which was dedicated to studying quality tools.
Quality for Joseph Juran
For Juran, quality can have several meanings, two of which are very important for the company, since they serve to plan quality and business strategy. By quality, Juran understands the absence of deficiencies that may arise such as: delay in deliveries, failures during services, incorrect invoices, cancellation of sales contracts, etc. Quality is to adapt to use.
Juran Trilogy
- Quality planningQuality improvement
The three processes are related to each other. It all starts with quality planning. The purpose of quality planning is to provide operating forces with the means to obtain products that can meet customer needs.
The Juran Trilogy Diagram
Once planning is complete, the plan is passed on to the operational forces where production occurs. Then it is analyzed what changes should be made to the process to obtain a better quality.
Steps for Quality Planning
In quality planning, the necessary products and processes are developed to satisfy customer needs. Quality planning is explained in the following flow chart.
Juran does not emphasize the problems that may arise, but the tools for any task of a company and thus solve them.
3. William E. Deming
In 1950 Japan was looking to reactivate its economy since it was badly damaged after the Second World War, therefore they were open to various opinions to do so. It is at this time that Deming comes to Japan and instructs them on the importance of quality and develops the concept of total quality (TQM). Over time, the United States realized the effects of including quality in its production, making Deming the most sought-after consultant and speaker by large American companies. His influence was so great that the Deming Prize was created, which is internationally recognized as a prize for business quality.
Deming's life was not easy. He was born on October 14, 1900, in Sioux City, Iowa. Deming started working when he was eight in a small hotel. At the age of 17, he entered the University of Wyoming where he studied engineering, a career that he paid for. He earned a doctorate in Mathematical Physics from Yale University where he was employed as a professor. His first professional job was at the Department of Agriculture in Washington, DC Here he met Walter Shewhart, a statistician for Bell Laboratories, and his writings impacted his life and became the basis of his teachings.
During World War II, Deming taught American technicians and engineers statistics that could improve the quality of war materials. It was this work that attracted the attention of the Japanese. After the war, the Japanese Union of Scientists and Engineers searched for Deming. In July 1950, Deming met with the Union, who introduced him to the chief administrators of Japanese companies. Over the next thirty years, Deming would dedicate his time and effort to teaching the Japanese and became a country with great economic power.
The Americans realized that their quick and easy solutions did not work. Contrary to this, Deming established that using statistical techniques, a company could graph how a system was working in order to easily identify errors and find ways to improve said process.
Deming's Fourteen Points
- Make the purpose of improving quality constant Adopt the new philosophy End the dependence on mass inspection End the practice of deciding businesses based on price and not on quality Find and solve problems to improve the production and service system, constantly and permanent.Institute modern methods of on-the-job trainingInstitute supervision with modern statistical methods.Eject fear from the organizationBreak barriers between support and line departments.Remove numerical goals, posters and advertising phrases that ask to increase productivity without providing methods. Eliminate work standards that stipulate quantity and not quality.Remove the barriers that prevent the worker from doing a good jobInstall a vigorous education and training programCreate a structure in senior management that drives the previous thirteen points day by day.
The Seven Deadly Sins
- Lack of constancy of purpose Emphasize short-term earnings and immediate dividends Performance evaluation, merit rating or annual review Mobility of senior management Operating a company based solely on visible figures Excessive medical costs Excessive warranty costs.
Deming's achievements are recognized worldwide. It has been established that by using Deming's principles, quality increases and therefore costs decrease and savings can be passed on to the consumer. When customers obtain quality products, companies manage to increase their income and by doing so the economy grows.
4. Philip B. Crosby
Crosby is a thinker who developed the theme of quality in very recent years. His studies focus on preventing and avoiding inspection. The aim is for the client to be satisfied by meeting certain requirements the first time and every time the client transacts with a company. In 1979 the Philip Associates II Inc. foundation was created, which is considered a leading quality consulting firm. They are based on the belief that quality can be measured and used to improve business results, which is why it is considered a very useful tool to compete in an increasingly globalized market.
Crosby thinks that quality is free, is to meet the requirements of a customer, by achieving these Zero Defects. In companies where quality is not contemplated, excess waste and effort can reach 20% to 40% of production. To achieve Zero Defects it promotes fourteen steps which are:
- Management commitmentQuality Improvement TeamQuality Level MeasurementQuality Cost AssessmentQuality AwarenessCorrective Action SystemEstablish Zero Defects Program CommitteeSupervisory TrainingSet the 'Zero Defects' Day Set GoalsRemove CausesMaking Quality AdviceRepeat All Again
5. Kaoru Ishikawa
Ishikawa's greatest contribution was to simplify the statistical methods used for quality control in industry at a general level. On a technical level, his work emphasized good data collection and developing a good presentation, he also used Pareto diagrams to prioritize quality improvements, as well as Ishikawa diagrams, Fish diagrams or Cause and Effect diagrams.
It establishes cause and effect diagrams as a tool to assist working groups that are dedicated to improving quality. He believes that open communication is essential to develop such diagrams. These diagrams are useful for finding, ordering, and documenting the causes of quality variation in production.
Another Ishikawa job is enterprise level quality control (CWQC). This emphasizes that quality must be observed and achieved not only at the product level but also in the area of sales, quality of administration, the company itself and personal life. The results of this approach are:
- Product quality is improved and uniform, defects are reduced, greater reliability is achieved towards the company, cost is reduced, the quantity of production is increased, which facilitates the realization and fulfillment of schedules and goals. waste and rework are reduced. A technique is established and improved. Inspection and testing costs are reduced. Contracts between vendor and customer are streamlined. Operations market is expanded. Relationships between departments are improved. false reports Discussions are freer and more democratic Meetings are more efficient Repairs and equipment installation are more realistic Human relations are improved.
Ishikawa's philosophy is summarized in:
- La calidad empieza y termina con educación. El primer paso en calidad es conocer las necesidades de los clientes. El estado ideal del Control de Calidad es cuando la inspección ya no es necesaria. Es necesario remover las raíces y no los síntomas de los problemas. El control de calidad es responsabilidad de toda la organización. No se deben confundir los medios con los objetivos. Se debe poner en primer lugar la calidad, los beneficios financieros vendrán como consecuencia. La Mercadotecnia es la entrada y éxito de la calidad La Alta Administración no debe mostrar resentimientos cuando los hechos son presentados por sus subordinados. El 95% de los problemas de la compañía pueden ser resueltos con las 7 herramientas para el control de la calidad. Los datos sin dispersión son falsos.
Practicar el Control de Calidad es desarrollar, diseñar, manufacturar y mantener un producto de calidad que sea el más económico, el más útil y siempre satisfactorio para el consumidor.
6. Conclusiones
Definiciones de calidad para los diferentes autores sobre la calidad:
Philip Crosby
Calidad Total es el cumplimiento de los requerimientos, donde el sistema es la prevención, el estándar es cero defectos y la medida es el precio del incumplimiento.
Joseph Juran
Calidad Total es estar en forma para el uso, desde los puntos de vista estructurales, sensoriales, orientados en el tiempo, comerciales y éticos en base a parámetros de calidad de diseño, calidad de cumplimiento, de habilidad, seguridad del producto y servicio en el campo.
Kaoru Ishikawa
Calidad Total es cuando se logra un producto es económico, útil & satisfactorio para el consumidor
7. Bibliografía
- http://www.competitividad.nethttp://www.well.com/~bbear/garvin.htmlwww.habitantes.elsitio.com/ciberfhttp://www.monografias.com/trabajos5/conca/conca.shtml#juranEnciclopedia Microsoft ® Encarta ®. 98. Control de Calidad. 1993-1997. Microsoft CorporationJ. M. Juran y F. M. Tryna. Análisis y planeación de la calidad. Mc Graw Hillhttp://alfjr7.tripod.com/EdDeming.html
