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Course Instructor:
Dr. Syed M. Ahmed, Ph.D.
College of Engineering
Florida International University, Miami, Florida
Lecture Outline
The Total Quality Approach
Two Views of Quality
Elements of Total Quality
The Deming Cycle
Jurans Contributions
Syed. M. Ahmed, Ph.D.
What is Quality?
Crosbys Contributions
Total Quality Efforts Succeed
Six-Sigma Concept
The Future of Quality Management
Total quality is an
approach to doing
business that attempts
to maximize the
competitiveness of an
organization through the
continual
improvement of the
quality of its products,
services, people,
processes and
environments.
Customer focus
Customer focus
Historic Development
of Total Quality
Approach
Customer focus
Japanese Strategies:
Process performance =
defective parts per
hundred produced.
Process performance =
defective parts per million
produced.
Focused on after-the-fact
inspections of products.
Continuous
Customerimprovement
focus
of
products, processes and
people.
At least 10 improvements
per employee per year
Traditional View
Establishing high-performance
bench marks for customer
satisfaction and then continually
improving performance.
Traditional View
Quality as a function
Quality is a separate function.
Customer focus
Supplier relationships
Supplier relationships are short
term and cost driven.
Syed. M. Ahmed, Ph.D.
Traditional View
Strategically Based
Long-term Commitment
Unity of Purpose
2.
3.
4.
Quality Planning
Quality Control
1.
Quality Improvement
Crosbys Contributions
1. Determination.
2. Education.
3. Implementation.
Histogram of a 3-Sigma
Process
Histogram of a 6-Sigma
Process
Future Trends
Questions/Queries?