CHAPTER ONE INTRODUCTION 1.1 Research Background
Back in the olden days, the success of an organisation was determined by the quality nature of products they provided their customers. It was believed that customers were ignorant and did not know exactly what they want and therefore accepted whatever was given them; thus the final decision rested on the producer or service provider. The case however, in today’s business environment is the reverse of the above mentioned. Due to technological advancements, increased competition and the fact that people have become more informed and knowledgeable, customers now determine exactly what …show more content…
Quality of conformance includes technology, manpower and management while availability focuses on reliability, maintainability and logistics support. Juran emphasized that good service quality composed of promptness, competence and integrity. Like Deming, Juran advocated a never-ending spiral of activities that includes market research, product development, design, production process control and inspection and testing, followed by customer feedback. In his view, senior management may play an active and enthusiastic leadership role in the quality management process.
2.3.2 The Crosby Theory of Quality
Philip B. Crosby stated that: There has never been a case where the cost of repairing a bad product was cheaper than doing it right the first time. He established Philip Crosby Associates in 1979 to develop and offer training programmes and published his first book 'Quality is Free', which sold about one million copies.
The essence of Crosby's quality theory is embodied in what he called the 'Absolute of Quality Management and the Basic Elements of Improvements'. Philip B. Crosby also shared the following views concerning quality generally:
i. Quality means conformance to requirements and not elegance. He dispels the myth that quality is simply a feeling of 'excellence'. His view is that once a task is done, one can take measurements to determine conformance …show more content…
It is worth emphasizing that the ZD concept is doing it right the first time. That means concentrating on preventing defects rather than just finding and fixing them. Unfortunately people are conditioned to believe that error is inevitable; thus they not only accept error, they anticipate it. People are not bothered when few mistakes are made at the workplace. 'To err is human', they say. We as individuals do not tolerate these things and people tend to have dual standards - one for ourselves and one for our work. For instance for a nurse to drop a constant percentage of newborn babies may be considered normal, but what about when our baby is dropped? Is it an issue to be taken kindly? At any rate Crosby believes that most human error is caused by lack of attention rather than lack of knowledge. Lack of attention is created when it is assumed that error is inevitable. He believes that if constant conscious effort is made for everyone to do our jobs right the first time, there will be a great step towards eliminating the waste of rework, scrap and repair that increases cost and reduces individual
Back in the olden days, the success of an organisation was determined by the quality nature of products they provided their customers. It was believed that customers were ignorant and did not know exactly what they want and therefore accepted whatever was given them; thus the final decision rested on the producer or service provider. The case however, in today’s business environment is the reverse of the above mentioned. Due to technological advancements, increased competition and the fact that people have become more informed and knowledgeable, customers now determine exactly what …show more content…
Quality of conformance includes technology, manpower and management while availability focuses on reliability, maintainability and logistics support. Juran emphasized that good service quality composed of promptness, competence and integrity. Like Deming, Juran advocated a never-ending spiral of activities that includes market research, product development, design, production process control and inspection and testing, followed by customer feedback. In his view, senior management may play an active and enthusiastic leadership role in the quality management process.
2.3.2 The Crosby Theory of Quality
Philip B. Crosby stated that: There has never been a case where the cost of repairing a bad product was cheaper than doing it right the first time. He established Philip Crosby Associates in 1979 to develop and offer training programmes and published his first book 'Quality is Free', which sold about one million copies.
The essence of Crosby's quality theory is embodied in what he called the 'Absolute of Quality Management and the Basic Elements of Improvements'. Philip B. Crosby also shared the following views concerning quality generally:
i. Quality means conformance to requirements and not elegance. He dispels the myth that quality is simply a feeling of 'excellence'. His view is that once a task is done, one can take measurements to determine conformance …show more content…
It is worth emphasizing that the ZD concept is doing it right the first time. That means concentrating on preventing defects rather than just finding and fixing them. Unfortunately people are conditioned to believe that error is inevitable; thus they not only accept error, they anticipate it. People are not bothered when few mistakes are made at the workplace. 'To err is human', they say. We as individuals do not tolerate these things and people tend to have dual standards - one for ourselves and one for our work. For instance for a nurse to drop a constant percentage of newborn babies may be considered normal, but what about when our baby is dropped? Is it an issue to be taken kindly? At any rate Crosby believes that most human error is caused by lack of attention rather than lack of knowledge. Lack of attention is created when it is assumed that error is inevitable. He believes that if constant conscious effort is made for everyone to do our jobs right the first time, there will be a great step towards eliminating the waste of rework, scrap and repair that increases cost and reduces individual