OM 374 Lecture Notes - Lecture 11: Shigeo Shingo, Genichi Taguchi, Kaoru Ishikawa
20 May 2018
School
Department
Course
Professor
A working definition of quality is ____________-____________.
Customer-dependent. Each customer is going to have different expectations that they want a product to
meet.
Who is the father of scientific management?
Frederick Winslow Taylor
Who is the father of statistical quality control?
Walter Shewhart
W. Edwards Deming
-Went to Japan after WWII to teach how to improve quality and productivity.
- special vs. common causes of variation
- 14 points.
Joseph M. Juran
- quality is fitness for use
- described quality management as a trilogoy: quality planning, quality control, and quality
improvement.
Armand Feigenbaum
- advancing the cost of non conformance approach
- the customer is who defines quality
Philip B. Crosby
-developed zero defects concept
- "Do it right the first time"
Kaoru Ishikawa
- development of the cause and effect diagram (fishbone diagram)
- quality circles: involves workers in quality improvements
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Genichi Taguchi
- Tauguchi loss function (formula for determing the cost of poor quality)
Taiichi Ohno and Shigeo Shingo
- developed Kaizen (japenese for contunious improvement) at Toyota.
8 dimensions of quality
1. Performance
2. Aesthetics
3. Features
4. Conformance
5. Reliability
6. Durability
7. Perceived Quality
8. Consistency
9 dimensions of service quality
1. Convenience
2. Reliability
3. Responsiveness
4. Time
5. Assurance
6. Courtesy
7. Tangibles
8. Consistency
9. Expectations
Determinants of Quality
1. Design
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find more resources at oneclass.com
2. How well the product or service conforms to the design
3. Ease of Use
4. Service after the delivery
Quality of Design
Intention of designers to include or exclude features in a product or service.
Quality of conformance
The degree to which goods and services conform to the intent of the designers.
Appraisal Costs
relate to inspection, testing, and other activities to uncover defective products or services, or to assure
that there are none.
ex: cost of inspectors, labs, quality audits
Prevention Costs
Costs of preventing defects from occurring.
ex: planning and admin systems, training, quality control procedures.
Failure Costs
incurred by defective parts or products or by faculty services.
Internal Failures costs
discovered during the product process.
ex: defective material from vendors, incorrect machine settings.
external failures costs
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find more resources at oneclass.com
Document Summary
Each customer is going to have different expectations that they want a product to meet. Went to japan after wwii to teach how to improve quality and productivity. Described quality management as a trilogoy: quality planning, quality control, and quality improvement. Advancing the cost of non conformance approach. Development of the cause and effect diagram (fishbone diagram) Quality circles: involves workers in quality improvements. Tauguchi loss function (formula for determing the cost of poor quality) Developed kaizen (japenese for contunious improvement) at toyota. 8 dimensions of quality: performance, aesthetics, features, conformance, reliability, durability, perceived quality, consistency. 9 dimensions of service quality: convenience, reliability, responsiveness, time, assurance, courtesy, tangibles, consistency, expectations. Determinants of quality: design, how well the product or service conforms to the design, ease of use, service after the delivery. Intention of designers to include or exclude features in a product or service. The degree to which goods and services conform to the intent of the designers.
