Chapter 2
Quality Theory
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1-1
Quality Theory
Chapter 2
What is Theory?
 Leading Contributors to Theory
 Viewing Quality Theory from a
Contingency Perspective
 Theoretical Framework for Quality
Management

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Quality Theory
What is Theory?
A coherent group of general propositions
used as principles of explanation for a
class of Phenomena
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Quality Theory
What is Theory?
A Theoretical Model Relating Quality
Improvement to Worker
Quality
Improvement
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Worker
Morale
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Quality Theory
What is Theory?
For a theory to be complete it must have 4
elements:




What
How
Why
Who - Where - When
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Quality Theory
What is Theory?
What
Involves which variables or factors are included
in the Model.
The Variables are the “What” of the model
Quality
Improvement
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Worker
Morale
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Quality Theory
What is Theory?
How
The nature, direction and extent of the model. This is
Represented by the arrow in the model
Quality
Improvement
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Worker
Morale
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Quality Theory
What is Theory?
Why
The Theoretical glue that holds the model together.
Quality
Improvement
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Worker
Morale
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Quality Theory
What is Theory?
Who
- Where - When
Place contextual bounds on the model.
Quality
Improvement
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Worker
Morale
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
1. Create a consistency of purpose toward
improvement of product and service with the aim
to become competitive, stay in business and
provide jobs
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
2. Adopt a new philosophy: We are in a new
economic age
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
3. Cease dependence on mass inspections to
improve quality
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
4. End the practice of awarding business on the
basis of price tag alone.
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
5. Improve constantly and forever the system of
production and service, to improve quality and
productivity, and thus constantly decrease cost
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
6. Institute training on the job.
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
7. Improve leadership
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
8. Drive out fear so that everyone may work
effectively for the company
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
9. Break down barriers between departments
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
10. Eliminate slogans, exhortations and targets
for the workforce that ask for zero defects and
new levels of productivity
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
11. Eliminate work standards on the factory floor
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
12. Remove barriers that rob workers of their
right to pride in the quality of their work
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
13. Institute a vigorous program of education and
self improvement
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Quality Theory
Leading Contributors to Theory
Deming
14 Points for Management
14. Put everybody in the company to work to
accomplish the transformation
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Quality Theory
Leading Contributors to Theory
Juran
The Juran Trilogy
Planning
Control
Improvement
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Quality Theory
Leading Contributors to Theory
Juran
The Juran Trilogy
Planning
Control
Improvement
Provide the operating forces with the means of
producing products that meet the customers
needs.
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Quality Theory
Leading Contributors to Theory
Juran
The Juran Trilogy
Planning
Control
Improvement
Control vs. Breakthrough
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Quality Theory
Leading Contributors to Theory
Juran
The Juran Trilogy
Planning
Control
Improvement
Project by project improvement
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Quality Theory
Leading Contributors to Theory
Juran
Pareto’s Law or the 80/20 rule
The majority of quality problems are the result of
relatively few causes.
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Quality Theory
Leading Contributors to Theory
Ishikawa
Training
Continuous
Improvement
Statistical quality control
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Quality Theory
Leading Contributors to Theory
Crosby
Zero
Defects
Behavior and motivational aspects of quality
improvement
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Quality Theory
Leading Contributors to Theory
The Rest of the Pack
Camp
Peters
Hammer
& Champy
Covey
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Quality Theory
Quality Theory from a Contingency Perspective
There is a mass of contradictory information… it
is best to focus on fundamental Questions:
What
are our strengths?
What are our competencies?
In what areas do we need to improve?
What are our competitors doing to improve?
What is our organizational structure?
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Quality Theory
Quality Theory from a Contingency Perspective
Core Variables





Leadership
Information
Analysis
Strategic Planning
Employee
Improvement
Quality Assurance






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Customer role in
Quality
Quality Department
Environment
Philosophy Driven
Quality Breakthrough
Project/team-based
improvement
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Quality Theory
Summary
Information
Analysis
Team Building
Strategic Planning
Quality Department Role
Breakthrough
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