Chapter 2 1

History of the Quality

Movement
Chapter 2
Achieving Quality Through
Continual Improvement
Claude W. Burrill / Johannes Ledolter
Published by John Wiley & Sons, Inc., 1999
Prepared by Dr. Tomi Wahlstrm,
University of Southern Colorado
Chapter 2 2
History of Quality
There are lessons to be learned from the
experiences of the successful companies.
The common factors are: Focusing on
customer needs, upper management in
charge of quality, training the entire
hierarchy to manage for quality, and
employee involvement - Joseph Juran,
World War II and the Quality Movement
Chapter 2 3
Modern Quality
Management
Bell Laboratories was the birthplace of
modern quality management
Walter Shewhart: Process Oriented Quality
Control
Both Deming and Juran worked for Bell
British Standards 600 established 1935
Chapter 2 4
World War II
Large expansion in quality control
activities
One may even speculate that the second World War
was won by quality control and by the utilization of
modern statistics. Certain statistical methods
researched and utilized by the allied powers were so
effective that they were classified as military secrets
until the surrender of Nazi Germany. - Kaoru
Ishikawa, What is Total Quality Control
Chapter 2 5
The Postwar period
ASQC was established at 1946
Changed name to ASQ at 1997
After war the attitude was that American
manufacturers could sell whatever they
produced, so who needed quality
Joseph Juran deserves lot of credit:
It is important that top management be quality-
minded. In the absence of sincere manifestation
of interest at the top, little will happen
Chapter 2 6
The 1960s
Baby boomers with increased incomes
were not interested in quality
Only positive direction was the change of
focus from the factory floor to the entire
production process - Armand V.
Feigenbaum, Total Quality Control:
Engineering and Management
No focus on people like Japanese
Chapter 2 7
The 1970s
Troubled time for US manufacturers due
to Japanese increased success
Excuses: Japan depends of cheap labor,
Japanese workers are exploited, there is
something in their culture, Americans are lazy
Motorola and Whirlpool were good
examples of poor quality
Chapter 2 8
The 1980s
Discovery of quality circles and Phil
Crosby
Crosbys book Quality is Free a huge success
Ishikawa brought the Japanese way of
quality to US through his book What is
Total Quality Control
Still, American managers still didnt get
the message
Chapter 2 9
Total Quality Management
Concept emerged during the 80s from a
variety of different sources
SEMATECHs definition:
TQM is a holistic business management
methodology that aligns the activities of all
employees in an organization with the
common focus of customer satisfaction
through continuous improvement of all
activities, goods and services
Chapter 2 10
Early TQM successes
Nashua
Xerox
Motorola
Intel
Dayton-Hudson
Corning
Hewlett-Packard
Chapter 2 11
The 1990s
First clear signs of the payoffs of TQM
finally emerged
Small number of US companies raised the
quality in a world class level
However, there were also problems
Hubble Space Telescope
The Seal of the Navel Academy is hereunto
affixed - US Naval Academy diplomas
Chapter 2 12
World Trade
Growing importance of the world trade
caused need for world wide quality
standards and accelerated unification of
Europe and development of third world
countries
ISO 9000 standards were developed
Chapter 2 13
Five American Quality
Leaders
Shewhart
Deming
Juran
Feigenbaum
Crosby
Chapter 2 14
Questions?
Chapter 2 15
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