The document summarizes a presentation given by John Cover on the importance of quality and its expanded role in organizations. Some key points from the presentation include: that quality used to be seen as the responsibility of separate departments but should actually be embedded in the entire organization's culture; the voices of internal and external customers are important to consider; and empowering all employees and involving them in quality improvement efforts can help elevate an organization. The presentation also discusses the historical contributions of quality experts like Deming and Juran.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
Quality Management System PowerPoint Presentation Slides SlideTeam
Presenting this set of slides with name - Quality Management System PowerPoint Presentation Slides.The stages in this process are Quality Management System, Quality Assurance System, Qms.
BugRaptors has domain expertise team skilled in working with various test models like Sequential & Agile. We provide users with quality consultancy. They help users from all over the world to clear all their doubts and issues on any type or kind of testing. Either it’s Automation, Security or any kind of testing, We have team which is highly experienced in all types of testing. It helps in developing great quality products. We have well experienced team of manual as well as Automation testing. The main focus of BugRaptors team is quality because the Life is better with lesser issues in it.
Culture is an integral part of an organization and Quality is one of the key focus of current business environment.Thus creating a need of changing existing traditional culture in to a quality culture.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
Quality Management System PowerPoint Presentation Slides SlideTeam
Presenting this set of slides with name - Quality Management System PowerPoint Presentation Slides.The stages in this process are Quality Management System, Quality Assurance System, Qms.
BugRaptors has domain expertise team skilled in working with various test models like Sequential & Agile. We provide users with quality consultancy. They help users from all over the world to clear all their doubts and issues on any type or kind of testing. Either it’s Automation, Security or any kind of testing, We have team which is highly experienced in all types of testing. It helps in developing great quality products. We have well experienced team of manual as well as Automation testing. The main focus of BugRaptors team is quality because the Life is better with lesser issues in it.
Culture is an integral part of an organization and Quality is one of the key focus of current business environment.Thus creating a need of changing existing traditional culture in to a quality culture.
This presentation gives a bried overview of the various parts & purpose of the ISO 9001:2015 QMS.
It revolves around the PDCA Cycle and useful in Manufacture & construction Industry.
The new ISO 9001:2015 committee draft is published and distributed. There are changes which affect organizations who applied this standard. As it is among most famous ISO standards, follow up the changes would be critical and it is time to consider changes which might affect organizations' management systems.
Quality Assurance and Quality Control - Areas of ImprovementImran Jamil
A brief presentation, focusing on the improvement areas of Quality Assurance and Quality Control in an organization. The presentation also discusses about some of the myths about quality.
A greater understanding of quality control, types of quality control, Quality inspection, Elements of quality inspection and Quality inspection planning
A details introduction of quality, its elements, Cost of Poor Quality and difference in Quality Control and Quality Assurance.
To download these slides please visit my site:
http://www.xubitech.com/
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
This presentation gives a bried overview of the various parts & purpose of the ISO 9001:2015 QMS.
It revolves around the PDCA Cycle and useful in Manufacture & construction Industry.
The new ISO 9001:2015 committee draft is published and distributed. There are changes which affect organizations who applied this standard. As it is among most famous ISO standards, follow up the changes would be critical and it is time to consider changes which might affect organizations' management systems.
Quality Assurance and Quality Control - Areas of ImprovementImran Jamil
A brief presentation, focusing on the improvement areas of Quality Assurance and Quality Control in an organization. The presentation also discusses about some of the myths about quality.
A greater understanding of quality control, types of quality control, Quality inspection, Elements of quality inspection and Quality inspection planning
A details introduction of quality, its elements, Cost of Poor Quality and difference in Quality Control and Quality Assurance.
To download these slides please visit my site:
http://www.xubitech.com/
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
Total Quality Management in assumes importance in the current context since we want maximum Governance with Minimum Government. What we can learn from Quality Gurus like Deming, Juran or Ishikawa to improve Service Delivery?
Quality is the result of collective effort of every employee in an organization. Quality cannot be achieved only through stringent quality control methods and use of sophisticated instruments or by highly competent quality department.
During one of the plant visit, we entered their canteen and found beautiful visuals for keeping the used food plates, cups, waste food etc…And in practice most of the employees mixing cups and plates, partially clearing waste foods from plate etc…
1. The Importance of Quality
and Its Expanded Role Within Your Organization
John Cover CQA (ASQ)
Director, Quality A
Di t Q lit Assurance
Science Care
American Association of Tissue Banks
31st Annual Meeting
Boston Marriott Copley Place
September 16th, 2007
p
2. “Quality is the result of a carefully constructed
cultural environment. It has to be the fabric of the
organization not part of the fabric ”13
organization, fabric.
Philip B. Crosby
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
3. y
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
4. What Got Us Here?
• Thinking that Quality is a department
department.
• Thinking that Quality is a function.
g y
• Thinking that Quality is role specific.
• Thinking that Quality is someone else’s job.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
5. Traditional Roles
Q lit M t
Quality Management
Audit / Approvals: Quality
Deviation Inspection Procedures
Management Advocate
Performance Product/QC
etc.
Operations Management
Strategy Staffing Revenue Production /
Competitive Personnel
P l Generation / Logistics
Position HR Cost Control Management
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
6. What Do We Have Now?
• Somewhere along the line we lost what was important
about quality.
• Quality (in its true sense) is no longer a language that
everyone can speak together.
• Focus on quality department independence resulting in
silos and shifting priorities.
• The real message of quality has been hidden.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
7. What is Quality?
• Quality indicates the cumulative characteristics of a good
or service th t speaks di tl t th voice of th
i that k directly to the i f the
customer.
• Quality should also reflect the cumulative characteristics
of the environment that supports the production of goods
and services th t di tl speaks t th voice of th
d i that directly k to the i f the
customer.
• Quality should further reflect the empowerment of all
stakeholders to improve the environment that supports the
production of those goods and services.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
8. “Most people would rather live with a problem they
can’t solve than to accept a solution they can’t
understand.
understand ”
Lloyd S. Nelson
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
9. What is not Quality?
• Quality is not a department, position, or title.
• Quality is t “cost center”.
Q lit i not a “ t t ”
• Quality is not final inspection.
inspection
• “Quality” should not be misused like a buzzword of the
y
day.
• Quality is not something that someone else has in their job
description.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
10. What Did We End Up With?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
11. Where Do We Go From Here?
We must go back to the past…back to the basics……
Dr. W. Edwards Deming Dr. Joseph Juran
Who are these handsome gentlemen?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
12. Dr. Deming
From Deming's 14 Points 5:
•C t constancy off purpose.
Create t
•Adopt a new philosophy.
•Drive Out Fear.
•Break down barriers between departments.
•Remove barriers that rob workers…of their right to pride of workmanship.
•Institute a vigorous program of education and self improvement
improvement.
•Put everyone in the company to work to accomplish the transformation.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
13. Dr. Deming
Standard Company 1 Deming Company 1
Quality is expensive. Quality leads to lower costs.
Inspection is the key to quality. Inspection is too late. If workers can
produce defect free goods, eliminate
defect-free goods
inspection.
Defects are caused by workers. Most defects are caused by the system.
Rewarding the best performers and Most variation is caused by the
punishing the worst will lead to greater systems that judge, punish,…destroy
productivity and creativity
creativity. teamwork and the company
company.
Profits are made by keeping revenue Profits are generated by loyal
high and costs down. customers.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
14. Dr. Juran
From the Juran Trilogy 11:
• Quality Planning:
• Determine who the customers are.
• Determine the needs of the customers.
• Develop product features that respond to customer’s needs.
• Develop processes that are able to produce those product
features.
features
• Quality Control:
• Evaluate actual Quality Performance.
• Compare actual performance to quality goals.
• Act on the differences
differences.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
15. Dr. Juran
From the Juran Trilogy 11:
• Quality Improvement:
• Establish the infrastructure needed to secure annual quality
improvement.
• Identify specific needs for improvement – the improvement
projects.
• Provide the resources, motivation,, a d training to teams.
o de e esou ces, o a o and a g o ea s
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
16. Dr. Juran
Japanese revolutionary quality strategies 10:
• The upper management p
pp g personally took charge of leading the
y g g
revolution.
• All levels and functions underwent training in managing for quality
quality.
• Quality improvement was undertaken at a continuing, revolutionary
pace.
pace
• The work force was enlisted in quality improvement through the QC-
circle concept.
i l t
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
17. “Everyone here h a customer. A d if h d
“E h has t And he doesn’t k’t know who
h
it is and what constitutes the needs of the customer, and
work in the cycle of adjustment to customers’ needs and
y j
what he can produce, then he does not understand his
job.” 12
Dr. Deming
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
18. Voice of the Customer (VOC)
• The Voice of the Customer (VOC) describes the spoken
and unspoken true needs of the recipient of one’s goods
one s
or services.
• The customer can be both internal and external, and its
voice cannot be overlooked.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
19. External Customers
Who are your External Customers?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
20. The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
21. Internal Customers
Who are your Internal Customers?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
22. The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
23. “I know of no more encouraging fact than the
unquestionable ability of man to elevate his life by
a conscious endeavor ”
endeavor.
Henry David Thoreau
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
24. What is it all about?
Empowerment
E t
The ability to change the world you li e in
abilit orld o live in.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
25. Empowerment
“Be the change you wish to see in the world.”
Gandhi
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
26. Empowerment Pathways
• Training d Mentoring:
T i i and M t i
• Quality Training
• Team Training
• Mentoring Programs
• Stakeholder involvement:
• Quality Circles
y
• Process Improvement Teams
• Information Sharing
• Communication Pathways:
• Feedback Systems (more than just a suggestion box)
• Customer Satisfaction Index-Internal Customers
• Track more than just deviations
• Partners in Audits
• Partners in Change Management
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
27. The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
28. What is a Quality Professional?
• A Quality Professional is ANY person that has a passion,
zeal, and discipline for:
• Doing the right things at the right times…for the right
reasons.
• Empowering others through training, communication
pathways, b tt t l and mentorship.
th better tools, d t hi
• Focused on improving systems processes and
systems, processes,
performance as a result of heeding the Voice Of the
Customer.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
29. “Opportunities are usually disguised as hard work,
so most people don’t recognize them.”
Ann Landers
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
30. How Can You Make a Difference?
• “The staring point for improvement is to recognize the
need.”7
d”
• Be an agent for change in your organization.
organization
• “Making improvements is often a bother, but the p y is
g p , payoff
real. But if the leader doesn’t care, the people learn to live
with the existing situation regardless of the number of
problems ”1
problems.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
31. How Can You Make a Difference?
• “The aim of leadership should be to help people,
machines and gadgets do a better job.”2
• “To help in a positive manner, you must be genuinely
interested in people and results. You can’t fake this one
even if you try because true help is truly unselfish.” 8
• “Show people how to prevent problems, not just fix them.
Educate, train, and support those who do the work.”9
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
32. Thank you!
Science Care
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover
33. References
1. Aguayo, Rafael. Dr. Deming The American Who Taught the Japanese About Quality. New York.
Simon & Schuster, 1990.
2. Gabor, Andrea. The Man Who Discovered Quality. New York, NY. The Penguin Group, 1990.
3. Dobyns, Lloyd & Crawford-Mason, Clare. Quality or Else. New York, NY. Houghton Mifflin, 1991.
4. Juran, Joseph. Managerial Breakthrough. New York, NY. McGraw Hill, 1995.
5. Deming, W. Edwards. Out of The Crisis. Cambridge, MA. MIT, 1986.
g g
6. Ishikawa, Kaoru. What is Total Quality Control?. Englewood Cliffs, NJ. Prentice-Hall, 1985.
7. Imai, Masaaki. Kaizen. New York, NY. Random House, 1986.
8. Crosby, Philip. Quality is Free, New York, NY. McGraw Hill, 1979.
9. Shelton, Ken. In Search of Quality, Provo, UT. Executive Excellence Publishing, 1995.
10. Juran, Joseph. Juran on Planning For Quality, New York, NY. The Free Press, 1988.
11. Juran, Joseph. Juran on Leadership For Quality, New York, NY. The Free Press, 1989.
12. Walton, Mary. The Deming Management Method, New York, NY. Perigee Books, 1986.
13.
13 Crosby, Philip.
Crosby Philip Quality Without Tears New York, NY McGraw Hill, 1984.
Tears, York NY. Hill 1984
14. Demotivational posters obtained from www.despair.com
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover