Brief History of Quality: The Good and The Bad

Transcription

1 Brief History of Quality: The Good and The Bad Presented by Bill Bellows President In2:InThinking Network Canoga Park, California, USA DARQA Jubilee Conference 2016 Amersfoort, NL May 26

2 Tank Engines Rocket Engines

3 Audiences

4 Abstract The word quality has Latin roots, beginning as qualitas, coined by Roman philosopher and statesman Marcus Tullius Cicero, who introduced his fellow Romans to the vocabulary of qualitas, quantitas, humanitas, and essentia. While Plato invented the phrase poiotes for use by his peers, Cicero spoke of qualitas with his peers when focusing on the property of an object, rather than its quantitas or quantity.

5 Abstract Two-thousand years later, when writing The New Economics, W. Edwards Deming wrote: The basic problem anywhere is quality. What is quality? A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market. As with Cicero, Deming saw quality as a property.

6 Agenda Preview Quality and the Greeks Quality in the Middle Ages Quality in Industrial Revolution Quality in the 20 th Century

7 Space Exploration 3 Space Shuttle Main Engines

8 Space Exploration

9 Product or Service Innovation As Conceived

10 Product or Service Innovation As Conceived

11 Product or Service Innovation As Conceived The top 5 uses: 1. Replacing the screwdriver 2. Pilot holes 3. Hole saw 4. Drywall installation 5. Concrete

12 Product or Service Innovation As Conceived As Managed

13 Actions & Interactions Actions - Parts Interactions - Gaps

14 Actions & Interactions Actions - Parts Interactions - Gaps

15 Task (Action) Flow Handoff Requirements? C D E F I H G

16 Grade Quality What grade quality is required for all purchased parts and services, as well as tasks completed internally?

17 Exam Grade Quality USA Netherlands UK A+ 10 A* (first) A+ 9.5 A* (first) A+ 9 A* (first) A+ 8.5 A* (first) A 8 A (first) A 7.5 A- (upper 2nd) B+ 7 B (upper 2nd) B 6.5 C (lower 2nd) C 6 D (lower 2nd) D 5.5 E (third) F 5 F F 4 F F 3 F F 2 F F 1 F

18 Exam Grade Quality USA Netherlands UK A+ 10 A* (first) A+ 9.5 A* (first) A+ 9 A* (first) A+ 8.5 A* (first) A 8 A (first) A 7.5 A- (upper 2nd) B+ 7 B (upper 2nd) B 6.5 C (lower 2nd) C 6 D (lower 2nd) D 5.5 E (third) F 5 F F 4 F F 3 F F 2 F F 1 F The Good The Bad

19 Grade Quality The Bad The Good

20 On Strike Zones Top of Shoulders Strike Zone The Good Beneath Kneecap The Bad

21 Task Management

22 Quality Management

23 Task (Action) Flow C P P P D E F P P I P H P G P P The Good

24 Agenda Preview Quality and the Greeks Quality in the Middle Ages Quality in Industrial Revolution Quality in the 20 th Century Quality in the 21 st Century

25 Quality and the Greeks Marcus Tullius Cicero, Roman statesman, lawyer, linguist, politician, and philosopher Born 106BC, Died 43BC Introduced Romans to Greek philosophy Executed after power struggle with Marc Antony

26 Quality and the Greeks Cicero added words to the Latin, including Humanitas, Quantitas, Qualitas Qualitas a property of an object, character, nature Quantitas greatness, magnitude, size

27 Agenda Preview Quality and the Greeks Quality in the Middle Ages Quality in Industrial Revolution Quality in the 20 th Century

28 Quality in the Middle Ages Guilds associations of artisans who controlled the practice of their craft Apprentices trained by Master Craftsman

29 Quality in the Middle Ages Guilds included textile workers, masons, carpenters, money changers, etc. Guilds created their own high standards Declining influence in the 18 th and 19 th centuries

30 Agenda Preview Quality and the Greeks Quality in the Middle Ages Quality in the Industrial Revolution Quality in the 20 th Century

31 Quality in the Industrial Revolution Guilds perceived by Adam Smith and Jean-Jacques Rousseau as hindering market forces over prices, wages, and profits

32 Quality in the Industrial Revolution Guilds perceived by Karl Marx as maintaining social classes Guilds faded in power with the emergence of the Industrial Revolution

33 Quality in the Industrial Revolution In 1776, French General Jean-Baptiste Vaquette de Gribeauval sponsored standardized weapons through a royal order

34 Quality in the Industrial Revolution Efforts to execute the royal order of Interchangeable Parts were led by Honore Blanc Higher volumes (mass production) and lower prices of products were attractive

35 Quality in the Industrial Revolution Mass production first demonstrated in 1803 at Portsmouth Block Works in Hampshire, England By 1808, annual production was 130,000, done with ten men, not one hundred and ten

36 Quality in the Industrial Revolution Thomas Jefferson learned of Blanc during his role as US Ambassador to France, Blanc declined Jefferson s offer to relocate to US Jefferson shared Blanc s efforts with Eli Whitney, leading to first contract with US Congress for product (rifles) with interchangeable parts

37 Agenda Preview Quality and the Greeks Quality in the Middle Ages Quality in Industrial Revolution Quality in the 20 th Century

38 Quality in the 20 th Century The advancement of machine tools allowed mass produced parts to be made to specification limits The role of examination of parts by a craftsman was replaced by a quality inspector Ransom Olds introduced assembly lines in 1901 to build the Curved Dash, the first mass produced automobile

39 Quality in the 20 th Century Olds Motor Works was sold to GM in 1908 Ford installed the first moving assembly line in 1913 Model T assembly was divided into 48 steps Ford hired Frederick Winslow Taylor to conduct time and motion studies to add efficiency to these steps

40 Quality in the 20 th Century In parallel with Ford hiring Taylor, Bell Lab s Walter Shewhart was assigned the task of developing a method to manage variation in the production of telephones W. Edwards Deming met Shewhart in 1927 and him invited him to lecture on control charts at the US Department of Agriculture

41 Quality in the 20 th Century During WW2, Deming partnered with professors to share the theory of control charts with the US defense industry Deming was invited to Japan in 1950 to share Shewhart s methods for Statistical Quality Control During his 1950 visit, Deming also shared his concept of Production Viewed as a System

42 Quality in the 20 th Century In 1982, Larry Sullivan, a senior Ford manager, travelled to Japan to lead an internal effort to study automobile suppliers and the gain explanations for their results. Together, they had captured nearly 30 percent of the US market share in automobile sales, beginning with zero in 1950 and growing to 3 percent in 1970.

43 Quality in the 20 th Century A summary of his findings were published in an article for the American Society for Quality. Excerpts follow: In March 1982, I was part of a [management] group [from Ford] that visited Japan and studied quality systems at a variety of automotive suppliers. Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983

44 Quality in the 20 th Century The most important thing we learned was that quality in those companies means something different from what it means in the U.S. - that it is in fact a totally different discipline. Source: Variability Reduction: A New Approach to Quality, L. Sullivan, 1983

45 Quality in the 20 th Century One inspiration for challenging the mental model of good parts are equally good is the 1983 discovery by Ford Motor Company of a dramatic difference in warranty claims between automatic transmissions designed by Ford and produced in two locations, one in Batavia, Ohio, the other by Mazda in Japan.

46 Quality in the 20 th Century Much to the surprise of Ford s corporate warranty office, the number of complaints associated with the erratic shifting of the transmissions produced in Batavia were a factor of 3 greater than the complaints against the transmissions produced by Mazda.

47 Quality in the 20 th Century

48 Quality in the 20 th Century Upon close examination, Ford realized that their manufacturing focus was on the valve diameter and the bore diameter, taken separately valve diameter bore diameter

49 Quality in the 20 th Century Meanwhile, Ford learned that Mazda s manufacturing focus was to actively manage the gap between the outer diameter of the valves within the transmission and gap the corresponding diameter of the valve bore.

50 Quality in the 20 th Century In doing so, Mazda s efforts realized the existence of an ideal gap, resulting from ideal ( target ) values for both the bore and valve diameters, with an awareness that variation in gap size matters. valve diameter bore diameter

51 W. E. Deming on Quality A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.

52 A man s mind, stretched by a new idea, can never go back to its original dimension. Oliver Wendell Holmes, Jr.

53 Brief History of Quality: The Good and The Bad Presented by Bill Bellows President In2:InThinking Network Canoga Park, California, USA DARQA Jubilee Conference 2016 Amersfoort, NL May 26