Question

(20 points) Compare and contrast the quality philosophies and contributions to the field of Deming, Juran, and Crosby. (25 points) Which of Deming's 14 Points is often viewed as most controversial? Explain why this point is controversial. Provide examples where the application of this point is more appropriate and examples where this point is less appropriate. (20 points) Compare and contrast ISO 9000 and the Baldrige Award Criteria. Which one is more rigoro and why? Which one is more applicable to a new enterprise and why? (15 points) How is "process control" different from "process improvement"? (20 points) Explain the advantages and disadvantages of the functional organization structure.

Answer 1

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1.

	CROSBY	DEMING	JURAN
Definition of quality	Quality is conformance to requirements	Meeting and exceeding customer's need and expectations and a pursuit to continue to improve	Quality is fitness for use as perceived by the consumer
Degree of leadership involvement	Quality starts from the top and management is 100% responsible	Quality is made in the boardroom	Quality problems are results of poor management rather than poor workmanship
Performance Standards and goal setting	Focus on zero defect Encourage employees to establish improvement goals form themselves	Numbers and numerical goals should replace management
Approach	Quality is achieved by focusing on prevention rather than appraisal		Focus on quality control through maintaining status quo in a planned state
Improvement basis	Quality improvement is a process and takes consistent efforts	Quality improvement is iterative use of PDSA cycle	Quality improvement is a project by project approach

Crosby contributed with the philosophy of doing it right the first time. As per Crosby, in order to achieve quality, all the employees should commit themselves to zero-defect tolerance.

Deming introduced the Plan-Do-Act-Check cycle. His focus was on the quality of the end product. According to him quality is achieved through the elimination of wastes

Juran is known for his quality triad - Quality Planning, Quality Control, Quality Improvement.