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The Top 5 Quality          Management System           Failures of All Timewww.cebos.com
Purpose of Quality Management Systems    Clearly understand customer requirements    Manage internal processes to fulfill ...
QMS History: When QMS Failures Go Viral    Most QMS failures have unfortunate implications,    but do not make national ne...
3 Mile Island  Strong debate in the  late 70’s about safety  of nuclear power  Worst nuclear disaster  in U.S. history –  ...
Hubbell Telescope  Orbiting telescope  utilizing advanced  technology  Distant and faint  objects – could not be  seen    ...
iPhone 4  Apple was on verge of  losing dominance in  device market  Difficult to make calls  with iPhone 4• Dropped calls...
Teton Dam  Only months after  completion, dam  collapsed - June 1976• 6 miles of Teton River canyon  were flooded  Imprope...
Ford Pinto  U.S. auto industry built  ill-conceived and  unreliable cars during  the 70’s• Many were considered ugly• 40-5...
Did This Need to Happen?  All of these notorious failures could most likely have  been prevented if principles of a qualit...
Thank You                                                           Phone: 810.534.2222                                   ...
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The Top 5 Quality Management System Failures of All Time

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http://cebos.com | Most of us are fortunate. When the Quality Management System fails to function and important requirements are missed or processes run amuck, it doesn’t make the national news. Not so with the Top 5 Quality Failures of All Time.

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The Top 5 Quality Management System Failures of All Time

  1. 1. The Top 5 Quality Management System Failures of All Timewww.cebos.com
  2. 2. Purpose of Quality Management Systems Clearly understand customer requirements Manage internal processes to fulfill requirements in an effective & efficient manner• Management• Design• Production Continuous improvement of processes• Quality Management System (QMS) based on ISO 9001Page 2
  3. 3. QMS History: When QMS Failures Go Viral Most QMS failures have unfortunate implications, but do not make national news• Requirements missed• Processes don’t work• Customers upset• Employees/management unhappy But sometimes an unfortunate Total Quality Management (TQM) failure makes headlines Such as these top 5 “Famous Quality Management Failures” in no particular order…Page 3
  4. 4. 3 Mile Island Strong debate in the late 70’s about safety of nuclear power Worst nuclear disaster in U.S. history – Photo source: britannica.com March 1979• Proper controls not in place Only new nuclear• Human error attributed to lack power stations built of proper training since were those already under constructionPage 4
  5. 5. Hubbell Telescope Orbiting telescope utilizing advanced technology Distant and faint objects – could not be seen Photo source: nasa.gov Mirror had been Additional billions of $ ground into wrong were spent to correct shape• Negative testing results from the problem multiple instruments were ignoredPage 5
  6. 6. iPhone 4 Apple was on verge of losing dominance in device market Difficult to make calls with iPhone 4• Dropped calls Photo source: mobilehuntz.com• Widespread dissatisfaction with early adopter loyal customers “Voluntary” recall was• Denial/minimization of problem by Apple conducted to correct the problem Independent tests identified issuePage 6
  7. 7. Teton Dam Only months after completion, dam collapsed - June 1976• 6 miles of Teton River canyon were flooded Improper materials Photo source: web.mst.edu used Maintenance was done during spring when likely reservoir would fill to capacityPage 7
  8. 8. Ford Pinto U.S. auto industry built ill-conceived and unreliable cars during the 70’s• Many were considered ugly• 40-50,000 miles was not Photo source: cargurus.com unusual for major breakdowns Pinto tops list• Design flaws• Questionable ethics decisions by top management resulting in dangerous vehiclePage 8
  9. 9. Did This Need to Happen? All of these notorious failures could most likely have been prevented if principles of a quality management system were in place• Effective design reviews• Design and process FEMAs• Measurement-based corrective action (including customer satisfaction) QMS has potential to save customers & improve the value of internal efforts… …the essentials for business successPage 9
  10. 10. Thank You Phone: 810.534.2222 E-mail: info@cebos.comwww.cebos.com Images used with permission from Microsoft.

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