Procter & Gamble: Contemporary Influences on Quality
Completion of Chapter 1
Proctor and Gamble – Focus on repeat customers * Practical satisfaction of meeting customer requirements.
* Review of modern quality – Skilled craftsman on 1 to 1 basis. Blacksmith.. one on one negotiation face to face relations with customers.
* Industrial Revolution – Henry Ford – Mass production. Quality once a post production review. Reactive approach.
* Bell System Statistical – Shurart.
* WWII Post War l 40’sand 50’s- Beming and Juran concepts fell on deaf ears. This message brought to Japan where concepts were embraced. Outperforming US counterparts.
* Fast forward to 1980s… Crisis around globe. Total Quality was reactive approach to crisis. Total quality Shift in vision from reactive little q (reactive post production inspection ) to big Q. – Total Quality approach with no external department but integrated with all responsible for their own quality. Late 80’s-`987 Malcolm Baldrige Award. TQM wasn’t an integrated function at that point.
Emergence of quality management - in service industries, government, health care and education.
Evolution of quality to the broader concept of performance excellence
Growth and adoption of Six Sigma
Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is a “race without a finish line”. It is ongoing and continuous.
Contemporary Influences on Quality.
Globalization
Social Responsibility
New Dimensions of quality
Aging population
Heath care
Environmental concerns
21st Century Technology
Definition Change in Cycle – Flow Charge of Quality
Marketing (User based definition)….….Design (value based)…Manufacturing based…..Distribution……Customer (Could be Transcedent and Product Based)
Establish Definition – Meeting or Exceeding Customer Expectations. Other definitions can apply depending upon where we are I the supply chain. We know it when we see it..
Transcendent
Proctor and Gamble – Focus on repeat customers * Practical satisfaction of meeting customer requirements.
* Review of modern quality – Skilled craftsman on 1 to 1 basis. Blacksmith.. one on one negotiation face to face relations with customers.
* Industrial Revolution – Henry Ford – Mass production. Quality once a post production review. Reactive approach.
* Bell System Statistical – Shurart.
* WWII Post War l 40’sand 50’s- Beming and Juran concepts fell on deaf ears. This message brought to Japan where concepts were embraced. Outperforming US counterparts.
* Fast forward to 1980s… Crisis around globe. Total Quality was reactive approach to crisis. Total quality Shift in vision from reactive little q (reactive post production inspection ) to big Q. – Total Quality approach with no external department but integrated with all responsible for their own quality. Late 80’s-`987 Malcolm Baldrige Award. TQM wasn’t an integrated function at that point.
Emergence of quality management - in service industries, government, health care and education.
Evolution of quality to the broader concept of performance excellence
Growth and adoption of Six Sigma
Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is a “race without a finish line”. It is ongoing and continuous.
Contemporary Influences on Quality.
Globalization
Social Responsibility
New Dimensions of quality
Aging population
Heath care
Environmental concerns
21st Century Technology
Definition Change in Cycle – Flow Charge of Quality
Marketing (User based definition)….….Design (value based)…Manufacturing based…..Distribution……Customer (Could be Transcedent and Product Based)
Establish Definition – Meeting or Exceeding Customer Expectations. Other definitions can apply depending upon where we are I the supply chain. We know it when we see it..
Transcendent