Quality Manual

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Colorado Technical University *

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370-1802A-

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Management

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Jan 9, 2024

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Quality Control Manual Brittany Shoff Colorado Technical University BADM370: Quality Management Johnny Maddox 08/20/2023 1

Quality Control Manual Table of Contents Week 1: Introduction o History of the quality management evolution……………………………………………. Pg.3-4 o Why it is needed…………………………………………………………………………………………. Pg.4 Week 2: The Role of Leadership o Why it is a strategic issue……………………………………………………………………………. Pg.5 o Management as a role model………………………………………………………………….…. Pg.6 o New kinds of metrics…………………………………………………………………………….……. Pg.7 Week 3: General Quality Strategies and Tools o Establishing customer expectations……………………………………………………………. Pg.7, 8-9 o Designing quality in……………………………………………………………………………………. Pg.7, 9-10 o Defining metrics…………………………………………………………………………………………. Pg.8, 9-10 o Mistake-proofing….……………………………………………………………………………………. Pg.8, 10 o Kaizen…………………………………………………………………………………………………………. Pg.8, 10 o Six Sigma……………………………………………………………………………………………………. Pg.8, 10-11 Week 4: Quality Tactics and the Logistics and Supply Chain Functions o What tools are applicable internally……………………………………………………………. Pg. 11 o What tools are applicable externally with vendors………………………………………. Pg. 11-12 o References………………………………………………………………..…………………………………. Pg. 13-14 Week 5: Roll-out o Strategic plan…… .......................... …………………….…………………………………………. Pg. 2

Quality Control Manual Introduction History of Quality Management Evolution We can date quality management back to the late 13th century when craftsmen began to organize unions called guilds. Guilds took the responsibility for creating strict rules for product and service quality. They would have inspection committees enforce these rules by giving the product of decent quality a special marking. In the early 19 th century is when we started to head into the industrial revolution. In these early years of manufacturing in an industrialized word continued to follow the craftsmanship model. As the 1800s there was a break from the craftsmen’s model in the United States practices for quality had evolved as changes to were made to the predominant production methods. These changes began to happen as the divide from craftsmen trade to specialized task. This would late be called the factory system. This would force craftsmen to become factory workers and those that owned shops to be production supervisors. This also marked the decline in one’s sense of empowerment in the workplace. This system ensures that skilled laborer’s quality would be done by audits or inspections any defect to be found would either be reworked or scrapped. Towards the late 19th century, the United States moved away from the European system and adopted an innovative approach. This innovative approach was developed by Frederick W. Taylor with the goal to increase productivity without being in more skilled craftsmen. Taylor was able to achieve this by giving factory planning to specialize engineers, used the craftsmen as inspectors and those in management were to execute the engineers plans. This would soon be known as The Taylor System. Even though the Taylor System led to a rise in productivity it also led to more quality defects. To ensure that products of decent quality only reached the customer managers instilled inspection departments to look for products that were defective. As time move on, we come up to sometime after the United States joins World War II. During this time quality was critical for the wars efforts and was an important safety issue. No one wanted unsafe military equipment therefore measure was taken with every part of the equipment with inspection before they came to the full unit. These inspected need a huge amount of people who were competent, but the armed forces had 3

Quality Control Manual difficulties recruiting and retaining the personnel. To help avoid this issue the armed forces began using sample inspections to replace unit by unit inspection. The inspection we led by industrial consultants such as Bell Laboratories, which were then adapted and published as military standards known as Mil-Std-105. Those who had contracts with the military were expected to follow these standards. The armed forces helped Their supplies by conducting training courses in Walter Shewharts SQC techniques to improve on quality. Now Shewharts recognized that the industrial processes yelled data and with the data he could use it to analyze the processes to see whether it’s stable or in need to be fixed. This laid out a foundation for Control chart and quality tools. After World War II engineers Deming and Juran would go onto collaborate with Japanese manufacturers and come up with the concept of Total Quality. This focused on all the processes that were responsible for production quality. Total Quality concept was applied to all over Japan. In America as they saw that the total quality control concept for making leaps and bounds over in Japan around the 1980s American manufacturers began to recognize total quality head started to apply it to their manufacturers. From there quality management has been transformed to meet the needs of a changing marketplace that includes various factors including globalization. Why is it Needed? Companies need to embrace the concept of quality management due to many reasons. First, they need this concept to ensure that they are meeting the needs and to satisfy their customers this also will help in more of a loyal customer base. Secondly, quality management helps with the preventing and minimizing of damages in a company by ensuring greater levels of productivity. When a company has high level products, they’re more able to satisfy. Lastly, quality management is there to help encourage the engagement of staff. This is the help give the staff empowerment that they're being involved the decision-making process with doing so this gives them the empowerment and the accountability for their actions. So also help Ensure that as products are leaving the line the staff members are ensuring that the quality of said product is up to standards. Therefore, without the evolution of quality management we as consumers would be left with low level quality products coming from Craftsman that would only have been done in a local setting. With the evolution of quality management, we are given higher level products at a global scale. (Week 1) 4

Quality Control Manual The Role of Leadership Why is it Strategic Issue? Total Quality Management can help create a strategic focus within the whole business. This focus is based on a continuous improvement that gives the customer what they need. Senior Management must leave their employees to achieve the business goals and objectives. They help perform critical roles like role models, instigators, cheerleading, resource providers, decision making, and facilitators. The Senior managers are the role models for improvements, they use the data that they get from customers to help guide them to the decision-making process. Employees look up to the managers for critical decision making and before managers and those of higher-level management make any improvements and quality at it any programs, they need to appoint an instigator. Instigators help in the developing and implementing of strategies. By consulting with HR and creating trading programs for Quality improvements. Once all is said and done the Senior Management well then act as the facilitators by recognizing and rewarding the employees for the efforts that they put in to improving the quality. Now let's look at an example of a company going through quality improvements. The Ritz-Carlton hotel company set a clear path for continuous improvements, the developed a pyramid concept. Their mission “To be the premier worldwide provider of luxury travel and hospitality products and services” ( The Ritz-Carlton Hotel Company, L.L.C. NIST. 2022, May 19). The management team to the opportunities in making improvements in a more systematic of their total quality management system. They have also made more efforts in reducing employee turnovers and to improve their morale. Their improvements got them the acknowledgment of the Baldrige Award that they won in 1992. 5

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