The purpose of this essay is to give an overview of the development in management of quality over the last six decades. Today’s business environment is such that management must plan strategically in order to regain market share. An aim of companies is to satisfy the customer’s needs and desires before the competition will do so. Over years the direction and visions in organisations changed, one significant reason is the quality movement. This has a deeply impact of the policies, attitudes, and operations of organisations. However, the essay will discuss the four phases of quality management: Inspection, quality control, quality assurance, and total quality management. Further, there are a number of tools for management in order to reach their objectives of which some will be presented.
In the early 1900s the Jobs of the employees, characterised by Taylorism, were broken down into their fundamental structures in order to increase efficiency and productivity. This division of labour formed repetitive jobs in which the employee has to work and follow the instruction of the management in order to give attention to the maximisation of the output. Only the management were setting the rules and were allowed to change the way of work through the calculation and analysis of job records, instruction cards, etc., and through time and motion studies on the shop floor (Hutchins 1985). The information system was often not standardised and informal. Further, since there was very little conversation, there was very little real recognition that each dealt with aspects of the same difficulty. Furthermore, Beardwell (1994) explained that the work was monotone, demotivating and inhumane because it offers no challenging and satisfying tasks.
In the first stage, the inspection phase of development in quality management, factories determined quality by comparing their manufactured product to some master part. If the produced good did not equal the master entirely, a team of inspectors carried it out. The inspectors took samples of the manufactured parts, but could not inspect all of them. As a result, the quality of inspection was low and not very productive. The quality inspection was technical focused. For example, the mass producer of automobile Ford used a method of industrial management based on assembly line systems and caused in this time a lot of waste and the deterioration in the quality of the products was extremely high.
Table of Contents
- The Purpose of this Essay and the Four Phases of Quality Management
- The Inspection Phase: Early Quality Management
- Statistical Quality Control: The Deming Influence
- Quality Assurance: A Broader Approach to Quality
- Total Quality Management (TQM): A Customer-Oriented Approach
Objectives and Key Themes
This essay aims to provide an overview of the evolution of quality management over the past six decades, highlighting the key phases and shifts in approach. It explores how the focus has moved from basic inspection to a comprehensive, customer-oriented strategy.
- The evolution of quality management methodologies.
- The role of key figures like Deming, Juran, and Crosby.
- The shift from a production-focused to a customer-focused approach.
- The impact of technological advancements on quality management.
- The importance of continuous improvement and prevention in quality control.
Chapter Summaries
The Purpose of this Essay and the Four Phases of Quality Management: This introductory section sets the stage by outlining the essay's objective: to explore the evolution of quality management over six decades. It introduces the four main phases—inspection, statistical quality control, quality assurance, and total quality management (TQM)—which serve as the framework for the subsequent analysis. The introduction emphasizes the strategic importance of quality management in achieving market share and customer satisfaction in today's competitive business environment. It lays the groundwork for understanding the historical context and the significant shifts in management philosophy and practices across these phases.
The Inspection Phase: Early Quality Management: This chapter details the early days of quality management, characterized by a primarily reactive approach centered on post-production inspection. Factories compared finished products to a "master part," relying on inspectors to identify defects. This method proved inefficient and resulted in high waste due to its inability to prevent defects during the production process. The example of Ford's assembly line system exemplifies the limitations of this approach, highlighting the substantial waste and deterioration in product quality resulting from a lack of proactive quality control measures. This chapter sets the stage for the evolution towards more proactive and preventative strategies in subsequent phases.
Statistical Quality Control: The Deming Influence: This chapter focuses on the introduction of statistical quality control, heavily influenced by W. Edwards Deming. Deming's use of statistical sampling methods revolutionized quality inspection by enabling efficient quality assessment of batches without inspecting every single item. His 14 points for quality improvement, emphasizing top management commitment, teamwork, and workforce training, significantly shifted organizational structures. The establishment of dedicated quality assurance departments, often at the same level as production or marketing, signified a rising corporate recognition of quality's strategic importance. The chapter highlights the shift towards a more proactive approach, emphasizing prevention rather than solely reacting to problems at the end of the production process.
Quality Assurance: A Broader Approach to Quality: This chapter discusses the quality assurance phase, building upon the foundations of statistical quality control. The chapter emphasizes the "quality is everyone's job" philosophy, advocating for a total organizational integration of quality control. Juran's quality trilogy (planning, control, improvement) and Crosby's "zero defects" goal are presented as key concepts promoting continuous improvement and the prevention of defects throughout the production process. The chapter also discusses the importance of considering the costs associated with poor quality, including internal and external failure costs, appraisal costs, and prevention costs. Technological advancements, particularly computer-based information systems, are highlighted for their role in improving information flow and facilitating quality improvements.
Keywords
Total Quality Management (TQM), quality management evolution, statistical quality control, quality assurance, Deming, Juran, Crosby, inspection, customer satisfaction, continuous improvement, prevention, cost of quality, technological advancements, market share.
Frequently Asked Questions: A Comprehensive Overview of Quality Management Evolution
What is the main focus of this essay?
This essay provides a detailed overview of the evolution of quality management over the past six decades. It highlights the key phases and shifts in approach, demonstrating how the focus has transitioned from basic inspection to a comprehensive, customer-oriented strategy.
What are the four phases of quality management discussed in the essay?
The essay outlines four main phases: 1) Inspection (early quality management), 2) Statistical Quality Control (Deming's influence), 3) Quality Assurance (a broader approach), and 4) Total Quality Management (TQM) – a customer-oriented approach.
What characterized the early "Inspection Phase" of quality management?
The early phase relied heavily on post-production inspection, comparing finished products to a "master part." This reactive approach was inefficient, leading to high waste and a lack of proactive defect prevention. The Ford assembly line is cited as an example of the limitations of this method.
How did W. Edwards Deming influence the evolution of quality management?
Deming's introduction of statistical quality control revolutionized quality inspection. His statistical sampling methods allowed for efficient batch assessment without inspecting every item. His 14 points for quality improvement emphasized top management commitment, teamwork, and workforce training, significantly impacting organizational structures and shifting the focus towards proactive prevention.
What are the key aspects of the "Quality Assurance" phase?
This phase built upon statistical quality control, emphasizing a "quality is everyone's job" philosophy. Key concepts included Juran's quality trilogy (planning, control, improvement) and Crosby's "zero defects" goal, promoting continuous improvement and defect prevention throughout the production process. The importance of considering the costs associated with poor quality (internal/external failure, appraisal, and prevention costs) is also discussed.
What is Total Quality Management (TQM), and how does it differ from previous approaches?
Total Quality Management (TQM) represents a customer-oriented approach, integrating quality control throughout the entire organization. It builds on previous phases by emphasizing continuous improvement, prevention, and a holistic view of quality, recognizing its strategic importance for achieving market share and customer satisfaction.
What key figures are mentioned in the essay and what were their contributions?
The essay highlights the contributions of key figures like W. Edwards Deming (statistical quality control), Juran (quality trilogy), and Crosby ("zero defects" goal). Their philosophies and methods significantly shaped the evolution of quality management.
What role do technological advancements play in quality management?
The essay notes the significant role of technological advancements, particularly computer-based information systems, in improving information flow and facilitating quality improvements across all phases of quality management.
What are the key takeaways regarding the evolution of quality management?
The essay demonstrates a clear evolution from a reactive, post-production inspection approach to a proactive, preventative, and customer-focused strategy. This evolution emphasizes the strategic importance of quality management in achieving market share and customer satisfaction within a competitive business environment.
What are the keywords associated with the essay's content?
Key words include: Total Quality Management (TQM), quality management evolution, statistical quality control, quality assurance, Deming, Juran, Crosby, inspection, customer satisfaction, continuous improvement, prevention, cost of quality, technological advancements, and market share.
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- Christine Klock (Author), 2004, History of the origins of Total Quality Management, Munich, GRIN Verlag, https://www.grin.com/document/32008
