Dr. Kaoru Ishikawa was a Japanese quality control expert born in 1915 who made significant contributions to quality management. He joined the Japanese Union of Scientists and Engineers quality control research group in 1949 and helped drive Japan's quality improvement initiatives through mobilizing large groups. Ishikawa translated and expanded the management concepts of W. Edwards Deming and Joseph M. Juran, introducing tools like the cause-and-effect diagram, quality circles, and a focus on continuous improvement and internal/external customers. He died in 1989 after making Japan a leader in quality management.

1. Dr. Kaoru
Ishikawa

2. • Born in Tokyo on July 13, 1915
• In 1939, graduated from in Engg. In Applied Chemistry
• 1939-41: worked as a naval officer ; 1941-47 worked at Nissan Liquid fuel
company
• In 1947, became associate professor in University of Tokyo
• In 1949, Ishikawa joined the Japanese Union of Scientists and Engineers (JUSE)
quality control research group
• His skill at mobilizing large groups of people towards a specific common goal was
largely responsible for Japan's quality-improvement initiatives.
• He translated, integrated and expanded the management concepts of W.
Edwards Deming and Joseph M. Juran into the Japanese system.
• Died on April 16, 1989

3. Continued
customer
service
Cause and
Effect
diagram
Quality
circles
His Contributions
Internal
Customer

4. Continued customer service
• Believed Quality improvement is a
continuous process and can always be taken
one step further
• His notion of company-wide quality control
called for continued customer service
• This meant that a customer would continue
receiving service even after receiving the
product
• Service would extend across the company
itself in all levels of management
• Beyond the company to the everyday lives of
those involved

5. Cause and Effect diagram
• Also called fishbone
diagram or Ishikawa
diagram
• The fishbone diagram
identifies many possible
causes for an effect or
problem.
• Can be used to structure a
brainstorming session
• Immediately sorts ideas
into useful categories.

6. Quality circles
• Group of workers who do the same or
similar work, who meet regularly to
identify, analyse and solve work-related
problems
• Led by a supervisor or manager
• Presents its solutions to management and
if possible workers implement the
solutions themselves
• Improve the performance of the
organization and motivate employees

7. Internal Customer
• Internal customers are people or
departments who work in the
same organization as the service
provider
• For example, the marketing
department is an internal
customer of the IT organization
because it uses IT services
• Increased employee satisfaction
• Lowered employee acquisi-
tion costs
• Increased employee productivity
and performance

8. Drew and expounded on principles from other quality gurus, W. Edwards
Deming, creator of the Plan-Do-Check-Act mode
Other Contributions

9. THANK
YOU