Top Ten Quality Gurus

1. Dr. Walter Shewhart

2. Dr. W. Edwards Deming

3. Dr. Joseph M. Juran

4. Armand V. Feigenbaum

5. Dr. Kaoru Ishikawa

6. Dr. Genichi Taguchi

7. Shigeo Shingo

8. Philip B. Crosby

9. Dr. Eliyahu M. Goldratt

10. Taiichi Ohno

 1. Dr. Walter Shewhart

Walter Andrew Shewhart (pronounced like "shoe-heart", March 18, 1891 - March 11, 1967) was an
American physicist, engineer and statistician, sometimes known as the father of statistical quality control.

W. Edwards Deming said of him:

As a statistician, he was, like so many of the rest of us, self-taught, on a good background of physics and
mathematics.

Early life and education

Born in New Canton, Illinois to Anton and Esta Barney Shewhart, he attended the University of Illinois
before being awarded his doctorate in physics from the University of California, Berkeley in 1917.

Work on industrial quality

Bell Telephone’s engineers had been working to improve the reliability of their transmission systems.
Because amplifiers and other equipment had to be buried underground, there was a business need to
reduce the frequency of failures and repairs. When Dr. Shewhart joined the Western Electric Company
Inspection Engineering Department at the Hawthorne Works in 1918, industrial quality was limited to
inspecting finished products and removing defective items. That all changed on May 16, 1924. Dr.
Shewhart's boss, George D. Edwards, recalled: "Dr. Shewhart prepared a little memorandum only about
a page in length. About a third of that page was given over to a simple diagram which we would all
recognize today as a schematic control chart. That diagram, and the short text which preceded and
followed it, set forth all of the essential principles and considerations which are involved in what we
know today as process quality control."[1] Shewhart's work pointed out the importance of reducing
variation in a manufacturing process and the understanding that continual process-adjustment in
reaction to non-conformance actually increased variation and degraded quality.

Shewhart framed the problem in terms of assignable-cause and chance-cause variation and introduced
the control chart as a tool for distinguishing between the two. Shewhart stressed that bringing a
production process into a state of statistical control, where there is only chance-cause variation, and
keeping it in control, is necessary to predict future output and to manage a process economically. Dr.
Shewhart created the basis for the control chart and the concept of a state of statistical control by
carefully designed experiments. While Dr. Shewhart drew from pure mathematical statistical theories, he
understood data from physical processes never produce a "normal distribution curve" (a Gaussian
distribution, also commonly referred to as a "bell curve"). He discovered that observed variation in
manufacturing data did not always behave the same way as data in nature (Brownian motion of
particles). Dr. Shewhart concluded that while every process displays variation, some processes display
controlled variation that is natural to the process, while others display uncontrolled variation that is not
present in the process causal system at all times.[2]

Shewhart worked to advance the thinking at Bell Telephone Laboratories from their foundation in 1925
until his retirement in 1956, publishing a series of papers in the Bell System Technical Journal.

His work was summarized in his book Economic Control of Quality of Manufactured Product (1931).

Shewhart’s charts were adopted by the American Society for Testing and Materials (ASTM) in 1933 and
advocated to improve production during World War II in American War Standards Z1.1-1941, Z1.2-1941
and Z1.3-1942.

Later work

From the late 1930s onwards, Shewhart's interests expanded out from industrial quality to wider
concerns in science and statistical inference. The title of his second book Statistical Method from the
Viewpoint of Quality Control (1939) asks the audacious question: What can statistical practice, and
science in general, learn from the experience of industrial quality control?

Shewhart's approach to statistics was radically different from that of many of his contemporaries. He
possessed a strong operationalist outlook, largely absorbed from the writings of pragmatist philosopher
C. I. Lewis, and this influenced his statistical practice. In particular, he had read Lewis's Mind and the
World Order many times. Though he lectured in England in 1932 under the sponsorship of Karl Pearson
(another committed operationalist) his ideas attracted little enthusiasm within the English statistical
tradition. The British Standards nominally based on his work, in fact, diverge on serious philosophical
and methodological issues from his practice.

His more conventional work led him to formulate the statistical idea of tolerance intervals and to propose
his data presentation rules, which are listed below:

Data have no meaning apart from their context.

Data contain both signal and noise. To be able to extract information, one must separate the signal from
the noise within the data.

Walter Shewhart visited India in 1947-48 under the sponsorship of P. C. Mahalanobis of the Indian
Statistical Institute. Shewhart toured the country, held conferences and stimulated interest in statistical
quality control among Indian industrialists.[3]

He died at Troy Hills, New Jersey in 1967.

Influence
In 1938 his work came to the attention of physicists W. Edwards Deming and Raymond T. Birge. The two
had been deeply intrigued by the issue of measurement error in science and had published a landmark
paper in Reviews of Modern Physics in 1934. On reading of Shewhart's insights, they wrote to the journal
to wholly recast their approach in the terms that Shewhart advocated.

The encounter began a long collaboration between Shewhart and Deming that involved work on
productivity during World War II and Deming's championing of Shewhart's ideas in Japan from 1950
onwards. Deming developed some of Shewhart's methodological proposals around scientific inference
and named his synthesis the Shewhart cycle.

Achievements and honours

In his obituary for the American Statistical Association, Deming wrote of Shewhart:

As a man, he was gentle, genteel, never ruffled, never off his dignity. He knew disappointment and
frustration, through failure of many writers in mathematical statistics to understand his point of view.

He was founding editor of the Wiley Series in Mathematical Statistics, a role that he maintained for
twenty years, always championing freedom of speech and confident to publish views at variance with his
own.

His honours included:

Founding member, fellow and president of the Institute of Mathematical Statistics;

Founding member, first honorary member and first Shewhart Medalist of the American Society for
Quality;

Fellow and President of the American Statistical Association;

Fellow of the International Statistical Institute;

Honorary fellow of the Royal Statistical Society;

Holley medal of the American Society of Mechanical Engineers;

Honorary Doctor of Science, Indian Statistical Institute, Calcutta.

2. Dr. W. Edwards Deming

William Edwards Deming (October 14, 1900 – December 20, 1993) was an American statistician,
professor, author, lecturer, and consultant. He is perhaps best known for his work in Japan. There, from
1950 onward, he taught top management how to improve design (and thus service), product quality,
testing and sales (the last through global markets)[1] through various methods, including the application
of statistical methods.

Deming made a significant contribution to Japan's later reputation for innovative high-quality products
and its economic power. He is regarded as having had more impact upon Japanese manufacturing and
business than any other individual not of Japanese heritage. Despite being considered something of a
hero in Japan, he was only just beginning to win widespread recognition in the U.S. at the time of his
death.[2]

Overview:

Dr. Deming's teachings and philosophy can be seen through the results they produced when they were
adopted by Japanese industry, as the following example shows: Ford Motor Company was
simultaneously manufacturing a car model with transmissions made in Japan and the United States. Soon
after the car model was on the market, Ford customers were requesting the model with Japanese
transmission over the USA-made transmission, and they were willing to wait for the Japanese model. As
both transmissions were made to the same specifications, Ford engineers could not understand the
customer preference for the model with Japanese transmission. Finally, Ford engineers decided to take
apart the two different transmissions. The American-made car parts were all within specified tolerance
levels. On the other hand, the Japanese car parts were virtually identical to each other, and much closer
to the nominal values for the parts - e.g., if a part were supposed to be one foot long, plus or minus 1/8 of
an inch - then the Japanese parts were within 1/16 of an inch. This made the Japanese cars run more
smoothly and customers experienced fewer problems. Engineers at Ford could not understand how this
was done, until they met Deming.
Deming received a BSc in electrical engineering from the University of Wyoming at Laramie (1921), an
M.S. from the University of Colorado (1925), and a Ph.D. from Yale University (1928). Both graduate
degrees were in mathematics and physics. Deming had an internship at Bell Telephone Laboratories
while studying at Yale. He later worked at the U.S. Department of Agriculture and the Census
Department. While working under Gen. Douglas MacArthur as a census consultant to the Japanese
government, he famously taught statistical process control methods to Japanese business leaders,
returning to Japan for many years to consult and to witness economic growth that he had predicted
would come as a result of application of techniques learned from Walter Shewhart at Bell Laboratories.
Later, he became a professor at New York University while engaged as an independent consultant in
Washington, D.C.

Deming was the author of Out of the Crisis (1982–1986) and The New Economics for Industry,
Government, Education (1993), which includes his System of Profound Knowledge and the 14 Points for
Management (described below). Deming played flute & drums and composed music throughout his life,
including sacred choral compositions and an arrangement of The Star Spangled Banner.[4]

In 1993, Deming founded the W. Edwards Deming Institute in Washington, D.C., where the Deming
Collection at the U.S. Library of Congress includes an extensive audiotape and videotape archive. The
aim of the W. Edwards Deming Institute is to foster understanding of The Deming System of Profound
Knowledge to advance commerce, prosperity, and peace.[5]

Family

Born in Sioux City, Iowa, William Edwards Deming was raised in Polk City, Iowa on his grandfather
Henry Coffin Edwards's chicken farm, then later on a 40-acre (160,000 m2) farm purchased by his father
in Powell, Wyoming. He was the son of William Albert Deming and Pluma Irene Edwards,[6] the
daughter of Henry Coffin Edwards and Elizabeth Jane Grant. His father's name was also William, so
Deming went by his middle name Edwards (the maiden name of his mother).

His parents were well educated and emphasized the importance of education to their children. Pluma had
studied in San Francisco and was a musician. William Albert had studied mathematics and law.

He was a direct descendant of John Deming,[7] (1615–1705) an early Puritan settler and original
patentee of the Connecticut Colony and Honor Treat, the daughter of Richard Treat (1584–1669) an
early New England settler, Deputy to the Connecticut Legislature and also a Patentee of the Royal
Charter of Connecticut, 1662.

Deming married twice: first to Agnes Bell (died 1930) in 1922; second to Lola Shupe (died 1986) in
1932.

Deming married Agnes Bell in 1922, and together they survived the difficult college years. But in 1930,
she died. Her death came a little more than a year after they had adopted a daughter, Dorothy. Deming
made use of various private homes to help raise the infant and following his marriage to Lola Elizabeth
Shupe (with whom he co-authored several papers) in 1932, brought her back home to stay. He and Lola
had two more children, Diana and Linda. Diana and Linda survive along with seven grandchildren and
three great-grandchildren. Dorothy died in 1984 and Lola in 1986.
Early life and work

In 1917, he enrolled in the University of Wyoming at Laramie, graduating in 1921 with a BSc in
electrical engineering. In 1925, he received an M.S. from the University of Colorado, and in 1928, a
Ph.D. from Yale University. Both graduate degrees were in mathematics and mathematical physics.
Deming worked as a mathematical physicist at the United States Department of Agriculture (1927–39),
and was a statistical adviser for the United States Census Bureau (1939–45). He was a professor of
statistics at New York University's graduate school of business administration (1946–1993), and he
taught at Columbia University's graduate School of business (1988–1993). He also was a consultant for
private business.

In 1927, Deming was introduced to Walter A. Shewhart of the Bell Telephone Laboratories by Dr. C.H.
Kunsman of the United States Department of Agriculture (USDA). Deming found great inspiration in the
work of Shewhart, the originator of the concepts of statistical control of processes and the related
technical tool of the control chart, as Deming began to move toward the application of statistical
methods to industrial production and management. Shewhart's idea of common and special causes of
variation led directly to Deming's theory of management. Deming saw that these ideas could be applied
not only to manufacturing processes but also to the processes by which enterprises are led and managed.
This key insight made possible his enormous influence on the economics of the industrialized world after
1950.[8]

In 1936 he studied under Sir Ronald Aylmer Fisher and Jerzy Neyman at University College, London,
England.

Deming edited a series of lectures delivered by Shewhart at USDA, Statistical Method from the Viewpoint
of Quality Control, into a book published in 1939. One reason he learned so much from Shewhart,
Deming remarked in a videotaped interview, was that, while brilliant, Shewhart had an "uncanny ability
to make things difficult." Deming thus spent a great deal of time both copying Shewhart's ideas and
devising ways to present them with his own twist.[9]

Deming developed the sampling techniques that were used for the first time during the 1940 U.S. Census.
During World War II, Deming was a member of the five-man Emergency Technical Committee. He
worked with H.F. Dodge, A.G. Ashcroft, Leslie E. Simon, R.E. Wareham, and John Gaillard in the
compilation of the American War Standards (American Standards Association Z1.1-3 published in 1942)
[10] and taught statistical process control (SPC) techniques to workers engaged in wartime production.
Statistical methods were widely applied during World War II, but faded into disuse a few years later in
the face of huge overseas demand for American mass-produced products.

Work in Japan

In 1947, Deming was involved in early planning for the 1951 Japanese Census. The Allied powers were
occupying Japan, and he was asked by the United States Department of the Army to assist with the
census. While in Japan, Deming's expertise in quality control techniques, combined with his involvement
in Japanese society, led to his receiving an invitation from the Japanese Union of Scientists and
Engineers (JUSE).
JUSE members had studied Shewhart's techniques, and as part of Japan's reconstruction efforts, they
sought an expert to teach statistical control. During June–August 1950, Deming trained hundreds of
engineers, managers, and scholars in statistical process control (SPC) and concepts of quality. He also
conducted at least one session for top management.(The list includes top japanese industrialists such as
the likes of Akio Morita the co-founder of Sony Corp)[11] Deming's message to Japan's chief executives:
improving quality will reduce expenses while increasing productivity and market share.[1] Perhaps the
best known of these management lectures was delivered at the Mt. Hakone Conference Center in August
1950.

A number of Japanese manufacturers applied his techniques widely and experienced theretofore
unheard-of levels of quality and productivity. The improved quality combined with the lowered cost
created new international demand for Japanese products.

Deming declined to receive royalties from the transcripts of his 1950 lectures, so JUSE's board of
directors established the Deming Prize (December 1950) to repay him for his friendship and kindness.
[11] Within Japan, the Deming Prize continues to exert considerable influence on the disciplines of
quality control and quality management.[12]

Honors

In 1960, the Prime Minister of Japan (Nobusuke Kishi), acting on behalf of Emperor Hirohito, awarded
Dr. Deming Japan’s Order of the Sacred Treasure, Second Class.[13] The citation on the medal
recognizes Deming's contributions to Japan’s industrial rebirth and its worldwide success. The first
section of the meritorious service record describes his work in Japan:[11]

1947, Rice Statistics Mission member

1950, assistant to the Supreme Commander of the Allied Powers instructor in sample survey methods in
government statistics

The second half of the record lists his service to private enterprise through the introduction of epochal
ideas, such as quality control and market survey techniques.

Among his many honors, an exhibit memorializing Dr. Deming's contributions and his famous Red Bead
Experiment is on display outside the board room of the American Society for Quality[14].

Later work in the U.S.

David Salsburg wrote:

"He was known for his kindness to and consideration for those he worked with, for his robust, if very
subtle, humor, and for his interest in music. He sang in a choir, played drums and flute, and published
several original pieces of sacred music."

Later, from his home in Washington, D.C., Dr. Deming continued running his own consultancy business
in the United States, largely unknown and unrecognized in his country of origin and work. In 1980, he
was featured prominently in an NBC documentary titled If Japan can... Why can't we? about the
increasing industrial competition the United States was facing from Japan. As a result of the broadcast,
demand for his services increased dramatically, and Deming continued consulting for industry
throughout the world until his death at the age of 93.

Ford Motor Company was one of the first American corporations to seek help from Deming. In 1981,
Ford's sales were falling. Between 1979 and 1982, Ford had incurred $3 billion in losses. Ford's newly
appointed Division Quality Manager John A. Manoogian was charged with recruiting Dr. Deming to
help jump-start a quality movement at Ford.[17] Deming questioned the company's culture and the way
its managers operated. To Ford's surprise, Deming talked not about quality but about management. He
told Ford that management actions were responsible for 85% of all problems in developing better cars.
In 1986 Ford came out with a profitable line of cars, the Taurus-Sable line. In a letter to Autoweek
Magazine, Donald Petersen, then Ford Chairman, said, "We are moving toward building a quality
culture at Ford and the many changes that have been taking place here have their roots directly in Dr.
Deming's teachings."[18] By 1986, Ford had become the most profitable American auto company. For
the first time since the 1920s, its earnings had exceeded those of arch rival General Motors (GM). Ford
had come to lead the American automobile industry in improvements. Ford's following years' earnings
confirmed that its success was not a fluke, for its earnings continued to exceed GM and Chrysler's.

In 1990 Marshall Industries (NYSE:MI, 1984-1999) CEO, Robert Rodin, trained with the then 90 year
old Deming and his colleague Nida Backaitus. Marshall Industries' dramatic transformation and growth
from $400 Million to $1.8 Billion was chronicled in Deming's last book "The New Economics", a
Harvard Case Study, and "Free Perfect and Now".

In 1982, Dr. Deming, as author, had his book published by the MIT Center for Advanced Engineering as
Quality, Productivity, and Competitive Position, which was renamed Out of the Crisis in 1986. Deming
offers a theory of management based on his famous 14 Points for Management. Management's failure to
plan for the future brings about loss of market, which brings about loss of jobs. Management must be
judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment,
ensure future dividends, and provide more jobs through improved products and services. "Long-term
commitment to new learning and new philosophy is required of any management that seeks
transformation. The timid and the fainthearted, and the people that expect quick results, are doomed to
disappointment."

Over the course of his career, Deming received dozens of academic awards, including another, honorary,
Ph.D. from Oregon State University. In 1987 he was awarded the National Medal of Technology: "For
his forceful promotion of statistical methodology, for his contributions to sampling theory, and for his
advocacy to corporations and nations of a general management philosophy that has resulted in improved
product quality." In 1988, he received the Distinguished Career in Science award from the National
Academy of Sciences.

In 1993, Dr. Deming published his final book, The New Economics for Industry, Government, Education,
which included the System of Profound Knowledge and the 14 Points for Management. It also contained
educational concepts involving group-based teaching without grades, as well as management without
individual merit or performance reviews.

In December 1993, W. Edwards Deming died in his sleep at the age of 93 in his Washington home at
about 3 a.m. due to "natural causes." His family was by his side when he died.
Deming philosophy synopsis

The philosophy of W. Edwards Deming has been summarized as follows:

"Dr. W. Edwards Deming taught that by adopting appropriate principles of management, organizations
can increase quality and simultaneously reduce costs (by reducing waste, rework, staff attrition and
litigation while increasing customer loyalty). The key is to practice continual improvement and think of
manufacturing as a system, not as bits and pieces."

In the 1970s, Dr. Deming's philosophy was summarized by some of his Japanese proponents with the
following 'a'-versus-'b' comparison:

(a) When people and organizations focus primarily on quality, defined by the following ratio,

quality tends to increase and costs fall over time.

(b) However, when people and organizations focus primarily on costs, costs tend to rise and quality
declines over time.

The Deming System of Profound Knowledge

"The prevailing style of management must undergo transformation. A system cannot understand itself.
The transformation requires a view from outside. The aim of this chapter is to provide an outside view—a
lens—that I call a system of profound knowledge. It provides a map of theory by which to understand the
organizations that we work in.

"The first step is transformation of the individual. This transformation is discontinuous. It comes from
understanding of the system of profound knowledge. The individual, transformed, will perceive new
meaning to his life, to events, to numbers, to interactions between people.

"Once the individual understands the system of profound knowledge, he will apply its principles in every
kind of relationship with other people. He will have a basis for judgment of his own decisions and for
transformation of the organizations that he belongs to. The individual, once transformed, will:

Set an example;

Be a good listener, but will not compromise;

Continually teach other people; and

Help people to pull away from their current practices and beliefs and move into the new philosophy
without a feeling of guilt about the past."

Deming advocated that all managers need to have what he called a System of Profound Knowledge,
consisting of four parts:
Appreciation of a system: understanding the overall processes involving suppliers, producers, and
customers (or recipients) of goods and services (explained below);

Knowledge of variation: the range and causes of variation in quality, and use of statistical sampling in
measurements;

Theory of knowledge: the concepts explaining knowledge and the limits of what can be known (see also:
epistemology);

Knowledge of psychology: concepts of human nature.

Deming explained, "One need not be eminent in any part nor in all four parts in order to understand it
and to apply it. The 14 points for management in industry, education, and government follow naturally as
application of this outside knowledge, for transformation from the present style of Western management
to one of optimization."

"The various segments of the system of profound knowledge proposed here cannot be separated. They
interact with each other. Thus, knowledge of psychology is incomplete without knowledge of variation.

"A manager of people needs to understand that all people are different. This is not ranking people. He
needs to understand that the performance of anyone is governed largely by the system that he works in,
the responsibility of management. A psychologist that possesses even a crude understanding of variation
as will be learned in the experiment with the Red Beads (Ch. 7) could no longer participate in refinement
of a plan for ranking people."[21]

The Appreciation of a system involves understanding how interactions (i.e., feedback) between the
elements of a system can result in internal restrictions that force the system to behave as a single
organism that automatically seeks a steady state. It is this steady state that determines the output of the
system rather than the individual elements. Thus it is the structure of the organization rather than the
employees, alone, which holds the key to improving the quality of output.

The Knowledge of variation involves understanding that everything measured consists of both "normal"
variation due to the flexibility of the system and of "special causes" that create defects. Quality involves
recognizing the difference to eliminate "special causes" while controlling normal variation. Deming
taught that making changes in response to "normal" variation would only make the system perform
worse. Understanding variation includes the mathematical certainty that variation will normally occur
within six standard deviations of the mean.

The System of Profound Knowledge is the basis for application of Deming's famous 14 Points for
Management, described below.

Key principles

Deming offered fourteen key principles for management for transforming business effectiveness. The
points were first presented in his book Out of the Crisis. (p. 23-24)[22] Although Deming does not use the
term in his book, it is credited with launching the Total Quality Management movement [23].
Create constancy of purpose toward improvement of product and service, with the aim to become
competitive and stay in business, and to provide jobs.

Adopt the new philosophy. We are in a new economic age. Western management must awaken to the
challenge, must learn their responsibilities, and take on leadership for change.

Cease dependence on inspection to achieve quality. Eliminate the need for massive inspection by building
quality into the product in the first place.

End the practice of awarding business on the basis of price tag. Instead, minimize total cost. Move
towards a single supplier for any one item, on a long-term relationship of loyalty and trust.

Improve constantly and forever the system of production and service, to improve quality and productivity,
and thus constantly decrease costs.

Institute training on the job.

Institute leadership. The aim of supervision should be to help people and machines and gadgets to do a
better job. Supervision of management is in need of overhaul, as well as supervision of production
workers.

Drive out fear, so that everyone may work effectively for the company.

Break down barriers between departments. People in research, design, sales, and production must work
as a team, to foresee problems of production and in use that may be encountered with the product or
service.

Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of
productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low
quality and low productivity belong to the system and thus lie beyond the power of the work force.

a. Eliminate work standards (quotas) on the factory floor. Substitute leadership.

b. Eliminate management by objective. Eliminate management by numbers, numerical goals. Substitute
leadership.

a. Remove barriers that rob the hourly worker of his right to pride of workmanship. The responsibility of
supervisors must be changed from sheer numbers to quality.
b. Remove barriers that rob people in management and in engineering of their right to pride of
workmanship. This means, inter alia," abolishment of the annual or merit rating and of management by
objective.

Institute a vigorous program of education and self-improvement.

Put everybody in the company to work to accomplish the transformation. The transformation is
everybody's job.

"Massive training is required to instill the courage to break with tradition. Every activity and every job is
a part of the process." [24]
Seven Deadly Diseases

The "Seven Deadly Diseases" include

Lack of constancy of purpose

Emphasis on short-term profits

Evaluation by performance, merit rating, or annual review of performance

Mobility of management

Running a company on visible figures alone

Excessive medical costs

Excessive costs of warranty, fuelled by lawyers who work for contingency fees

"A Lesser Category of Obstacles" includes

Neglecting long-range planning

Relying on technology to solve problems

Seeking examples to follow rather than developing solutions

Excuses, such as "our problems are different"

Obsolescence in school that management skill can be taught in classes[25]

Reliance on quality control departments rather than management, supervisors, managers of purchasing,
and production workers

Placing blame on workforces who are only responsible for 15% of mistakes where the system desired by
management is responsible for 85% of the unintended consequences

Relying on quality inspection rather than improving product quality

Deming's advocacy of the Plan-Do-Check-Act cycle, his 14 Points, and Seven Deadly Diseases have had
tremendous influence outside of manufacturing and have been applied in other arenas, such as in the
relatively new field of sales process engineering.[26]

Quotations and concepts

In his later years, Dr. Deming taught many concepts, which he emphasized by key sayings or quotations
that he repeated. A number of these quotes have been recorded. Some of the concepts might seem to be
oxymoron’s or contradictory to each other; however, the student is given each concept to ponder its
meaning in the whole system, over time.

"There is no substitute for knowledge." This statement emphasizes the need to know more, about
everything in the system. It is considered as a contrast to the old statement, "There is no substitute for
hard work" by Thomas Alva Edison (1847–1931). Instead, a small amount of knowledge could save many
hours of hard work.

"The most important things cannot be measured." The issues that are most important, long term, cannot
be measured in advance. However, they might be among the factors that an organization is measuring,
just not understood as most important at the time.

"The most important things are unknown or unknowable." The factors that have the greatest impact, long
term, can be quite surprising. Analogous to an earthquake that disrupts service, other "earth-shattering"
events that most affect an organization will be unknown or unknowable, in advance. Other examples of
important things would be: a drastic change in technology, or new investment capital.

"Experience by itself teaches nothing." This statement emphasizes the need to interpret and apply
information against a theory or framework of concepts that is the basis for knowledge about a system. It
is considered as a contrast to the old statement, "Experience is the best teacher" (Dr. Deming disagreed
with that). To Dr. Deming, knowledge is best taught by a master who explains the overall system through
which experience is judged; experience, without understanding the underlying system, is just raw data
that can be misinterpreted against a flawed theory of reality. Deming's view of experience is related to
Shewhart's concept, "Data has no meaning apart from its context".

"By what method?... Only the method counts." When information is obtained, or data is measured, the
method, or process used to gather information, greatly affects the results. For example, the "Hawthorne
effect" showed that people just asking frequently for opinions seemed to affect the resulting outcome,
since some people felt better just being asked for their opinion. Dr. Deming warned that basing
judgments on customer complaints alone ignored the general population of other opinions, which should
be judged together, such as in a statistical sample of the whole, not just isolated complaints: survey the
entire group about their likes and dislikes (see Sampling (statistics)). The extreme complaints might not
represent the attitudes of the whole group. Similarly, measuring or counting data depends on the
instrument or method used. Changing the method changes the results. Aim and method are essential. An
aim without a method is useless. A method without an aim is dangerous. It leads to action without
direction and without constancy of purpose. Deming used an illustration of washing a table to teach a
lesson about the relationship between purpose and method. If you tell someone to wash a table, but not
the reason for washing it, they cannot do the job properly (will the table be used for chopping food or
potting plants?). That does not mean just giving the explanation without an operational definition. The
information about why the table needs to be washed, and what is to be done with it, makes it possible to
do the job intelligently.

"You can expect what you inspect." Dr. Deming emphasized the importance of measuring and testing to
predict typical results. If a phase consists of inputs + process + outputs, all 3 are inspected to some
extent. Problems with inputs are a major source of trouble, but the process using those inputs can also
have problems. By inspecting the inputs and the process more, the outputs can be better predicted, and
inspected less. Rather than use mass inspection of every output product, the output can be statistically
sampled in a cause-effect relationship through the process.
"Special Causes and Common Causes": Dr. Deming considered anomalies in quality to be variations
outside the control limits of a process. Such variations could be attributed to one-time events called
"special causes" or to repeated events called "common causes" that hinder quality.

Acceptable Defects: Rather than waste efforts on zero-defect goals, Dr. Deming stressed the importance
of establishing a level of variation, or anomalies, acceptable to the recipient (or customer) in the next
phase of a process. Often, some defects are quite acceptable, and efforts to remove all defects would be
an excessive waste of time and money.

The Deming Cycle (or Shewhart Cycle): As a repetitive process to determine the next action, the Deming
Cycle describes a simple method to test information before making a major decision. The 4 steps in the
Deming Cycle are: Plan-Do-Check-Act (PDCA), also known as Plan-Do-Study-Act or PDSA. Dr.
Deming called the cycle the Shewhart Cycle, after Walter A. Shewhart. The cycle can be used in various
ways, such as running an experiment: PLAN (design) the experiment; DO the experiment by performing
the steps; CHECK the results by testing information; and ACT on the decisions based on those results.

Semi-Automated, not Fully Automated: Dr. Deming lamented the problem of automation gone awry
("robots painting robots"): instead, he advocated human-assisted semi-automation, which allows people
to change the semi-automated or computer-assisted processes, based on new knowledge. Compare to
Japanese term 'jidoka' (which can be loosely translated as "automation with a human touch").

"The problem is at the top; management is the problem." Dr. Deming emphasized that the top-level
management had to change to produce significant differences, in a long-term, continuous manner. As a
consultant, Deming would offer advice to top-level managers, if asked repeatedly, in a continuous
manner.

"What is a system? A system is a network of interdependent components that work together to try to
accomplish the aim of the system. A system must have an aim. Without an aim, there is no system. The
aim of the system must be clear to everyone in the system. The aim must include plans for the future. The
aim is a value judgment. (We are of course talking here about a man-made system.)"

"A system must be managed. It will not manage itself. Left to themselves in the Western world,
components become selfish, competitive. We can not afford the destructive effect of competition."

"To successfully respond to the myriad of changes that shake the world, transformation into a new style
of management is required. The route to take is what I call profound knowledge—knowledge for
leadership of transformation."

"The worker is not the problem. The problem is at the top! Management!" Management’s job. It is
management’s job to direct the efforts of all components toward the aim of the system. The first step is
clarification: everyone in the organization must understand the aim of the system, and how to direct his
efforts toward it. Everyone must understand the damage and loss to the whole organization from a team
that seeks to become a selfish, independent, profit centre."

"They realized that the gains that you get by statistical methods are gains that you get without new
machinery, without new people. Anybody can produce quality if he lowers his production rate. That is not
what I am talking about. Statistical thinking and statistical methods are to Japanese production workers,
foremen, and all the way through the company, a second language. In statistical control, you have a
reproducible product hour after hour, day after day. And see how comforting that is to management, they
now know what they can produce, they know what their costs are going to be."

"I think that people here expect miracles. American management thinks that they can just copy from
Japan—but they don't know what to copy!"

"What is the variation trying to tell us about a process, about the people in the process?" Dr. Shewhart
created the basis for the control chart and the concept of a state of statistical control by carefully
designed experiments. While Dr. Shewhart drew from pure mathematical statistical theories, he
understood that data from physical processes never produce a "normal distribution curve" (a Gaussian
distribution, also commonly referred to as a "bell curve"). He discovered that observed variation in
manufacturing data did not always behave the same way as data in nature (Brownian motion of
particles). Dr. Shewhart concluded that while every process displays variation, some processes display
controlled variation that is natural to the process, while others display uncontrolled variation that is not
present in the process causal system at all times. Dr. Deming renamed these distinctions "common cause"
for chance causes and "special cause" for assignable causes. He did this so the focus would be placed on
those responsible for doing something about the variation, rather than the source of the variation. It is
top management’s responsibility to address "common cause" variation, and therefore it is management’s
responsibility to make improvements to the whole system. Because "special cause" variation is
assignable, workers, supervisors or middle managers that have direct knowledge of the assignable cause
best address this type of specific intervention.

(Deming on Quality Circles) "That's all window dressing. That's not fundamental. That's not getting at
change and the transformation that must take place. Sure we have to solve problems. Certainly stamp out
the fire. Stamp out the fire and get nowhere. Stamp out the fires puts us back to where we were in the first
place. Taking action on the basis of results without theory of knowledge, without theory of variation,
without knowledge about a system. Anything goes wrong, do something about it, overreacting; acting
without knowledge, the effect is to make things worse. With the best of intentions and best efforts,
managing by results is, in effect, exactly the same, as Dr. Myron Tribus put it, while driving your
automobile, keeping your eye on the rear view mirror, what would happen? And that's what management
by results is, keeping your eye on results."

"Knowledge is theory. We should be thankful if action of management is based on theory. Knowledge has
temporal spread. Information is not knowledge. The world is drowning in information but is slow in
acquisition of knowledge. There is no substitute for knowledge." This statement emphasizes the need for
theory of knowledge (see: epistemology, Shewhart cycle, C. I. Lewis).

"The most important figures that one needs for management are unknown or unknowable (Lloyd S.
Nelson, director of statistical methods for the Nashua corporation), but successful management must
nevertheless take account of them." Deming realized that many important things that must be managed
couldn’t be measured. Both points are important. One, not everything of importance to management can
be measured. And two, you must still manage those important things. Spend $20,000 training 10 people
in a special skill. What's the benefit? "You'll never know," answered Deming. "You'll never be able to
measure it. Why did you do it? Because you believed it would pay off. Theory." Dr. Deming is often
incorrectly quoted as saying, "You can't manage what you can't measure." In fact, he stated that one of
the seven deadly diseases of management is running a company on visible figures alone.
Dr. Joseph M. Juran

Joseph Moses Juran (December 24, 1904 – February 28, 2008) was a 20th century management
consultant who is principally remembered as an evangelist for quality and quality management, writing
several influential books on those subjects. He was the brother of Academy Award winner Nathan H.
Juran.

Early life

Juran was born to a Jewish family in 1904 in Brăila, Romania, and later lived in Gura Humorului. In
1912, he immigrated to America with his family, settling in Minneapolis, Minnesota. Juran excelled in
school, especially in mathematics. He was a chess champion at an early age, and dominated chess at
Western Electric. Juran graduated from Minneapolis South High School in 1920.

In 1924, with a bachelor's degree in electrical engineering from the University of Minnesota, Juran
joined Western Electric's Hawthorne Works. His first job was troubleshooting in the Complaint
Department. In 1925, Bell Labs proposed that Hawthorne Works personnel be trained in its newly-
developed statistical sampling and control chart techniques. Juran was chosen to join the Inspection
Statistical Department, a small group of engineers charged with applying and disseminating Bell Labs'
statistical quality control innovations. This highly-visible position fueled Juran's rapid ascent in the
organization and the course of his later career.

In 1926, he married Sadie Shapiro, and they subsequently had four children: Robert, Sylvia, Charles and
Donald. They had been married for over 81 years when he died in 2008.

Juran was promoted to department chief in 1928, and the following year became a division chief. He
published his first quality related article in Mechanical Engineering in 1935. In 1937, he moved to
Western Electric/AT&T's headquarters in New York City.

As a hedge against the uncertainties of the Great Depression, he enrolled in Loyola University Chicago
School of Law in 1931. He graduated in 1935 and was admitted to the Illinois bar in 1936, though he
never practiced Law.

During the Second World War, through an arrangement with his employer, Juran served in the Lend-
Lease Administration and Foreign Economic Administration. Just before war's end, he resigned from
Western Electric, and his government post, intending to become a freelance consultant. He joined the
faculty of New York University as an adjunct Professor in the Department of Industrial Engineering,
where he taught courses in quality control and ran round table seminars for executives. He also worked
through a small management consulting firm on projects for Gilette, Hamilton Watch Company and
Borg-Warner. After the firm's owner's sudden death, Juran began his own independent practice, from
which he made a comfortable living until his retirement in the late 1990s. His early clients included the
now defunct Bigelow-Sanford Carpet Company, the Koppers Company, the International Latex
Company, Bausch & Lomb and General Foods.

Japan

The end of World War II compelled Japan to change its focus from becoming a military power to
becoming an economic one. Despite Japan's ability to compete on price, its consumer goods
manufacturers suffered from a long-established reputation of poor quality. The first edition of Juran's
Quality Control Handbook in 1951 attracted the attention of the Japanese Union of Scientists and
Engineers (JUSE) which invited him to Japan in 1952. When he finally arrived in Japan in 1954 Juran
met with ten manufacturing companies, notably Showa Denko, Nippon Kōgaku, Noritake, and Takeda
Pharmaceutical Company.[8] He also lectured at Hakone, Waseda University, Ōsaka, and Kōyasan.
During his life he made ten visits to Japan, the last in 1990.

Working independently of W. Edwards Deming (who focused on the use of statistical process control),
Juran—who focused on managing for quality—went to Japan and started courses (1954) in Quality
Management. The training started with top and middle management. The idea that top and middle
management need training had found resistance in the United States. For Japan, it would take some 20
years for the training to pay off. In the 1970s, Japanese products began to be seen as the leaders in
quality. This sparked a crisis in the United States due to quality issues in the 1980s.

Contributions

Pareto principle

In 1941 Juran stumbled across the work of Vilfredo Pareto and began to apply the Pareto principle to
quality issues (for example, 80% of a problem is caused by 20% of the causes). This is also known as "the
vital few and the trivial many". In later years Juran preferred "the vital few and the useful many" to
signal that the remaining 80% of the causes should not be totally ignored.

Management theory

When he began his career in the 1920s the principal focus in quality management was on the quality of
the end, or finished, product. The tools used were from the Bell system of acceptance sampling,
inspection plans, and control charts. The ideas of Frederick Winslow Taylor dominated.

Juran is widely credited for adding the human dimension to quality management. He pushed for the
education and training of managers. For Juran, human relations problems were the ones to isolate.
Resistance to change—or, in his terms, cultural resistance—was the root cause of quality issues. Juran
credits Margaret Mead's book Cultural Patterns and Technical Change for illuminating the core problem
in reforming business quality. He wrote Managerial Breakthrough, which was published in 1964,
outlining the issue.
Juran's vision of quality management extended well outside the walls of the factory to encompass non-
manufacturing processes, especially those that might be thought of as service related. For example, in an
interview published in 1997 he observed:

The key issues facing managers in sales are no different than those faced by managers in other
disciplines. Sales managers say they face problems such as "It takes us too long...we need to reduce the
error rate." They want to know, "How do customers perceive us?" These issues are no different than
those facing managers trying to improve in other fields. The systematic approaches to improvement are
identical. ... There should be no reason our familiar principles of quality and process engineering would
not work in the sales process.

Juran's Trilogy

He also developed the "Juran's trilogy," an approach to cross-functional management that is composed
of three managerial processes: quality planning, quality control and quality improvement.

Transferring quality knowledge between East and West

During his 1966 visit to Japan, Juran learned about the Japanese concept of Quality Circles which he
enthusiastically evangelized in the West. Juran also acted as a matchmaker between U.S. and Japanese
companies looking for introductions to each other.

Later life and death

Juran was active well into his 90s and only gave up international travel at age 86. His accomplishments
during the second half of his life include:

Consulting for U.S. companies such as Armour and Company, Dennison Manufacturing Company,
Merck, Sharp & Dohme, Otis Elevator Company, Xerox, and the United States Navy Fleet Ballistic
Missile System.

Consulting for Western European and Japanese companies such as Rolls-Royce Motors, Philips,
Volkswagen, Royal Dutch Shell and Toyota Motor Company

Pro-bono consulting for Soviet-Bloc countries (Hungary, Romania, Czechoslovakia, Russia, Poland,
Yugoslavia)

Founding the Juran Institute and the Juran Foundation.

In 2004, he became honorary doctor at Luleå University of Technology in Sweden.

Juran died of a stroke at age 103 in Rye, New York.

Books

Quality Control Handbook, New York, New York: McGraw-Hill, 1951, OCLC 1220529

Eventually published in five editions: 2nd edition, 1962, 3rd edition, 1974, 4th edition, 1988, 5th edition,
1999
Managerial Breakthrough, New York, New York: McGraw-Hill, 1964

Management of Quality Control, New York, New York: Joseph M. Juran, 1967, OCLC 66818686

Quality Planning and Analysis, New York, New York: McGraw-Hill, 1970

Upper Management and Quality, New York, New York: Joseph M. Juran, 1980, OCLC 8103276

Juran on Planning for Quality, New York, New York: The Free Press, 1988, OCLC 16468905

Published papers

"Directions for ASQC", Industrial Quality Control (Buffalo, New York: Society of Quality Control
Engineers), November, 1951

"Universals in Management Planning and Control", Management Review (New York, New York:
American Management Association): 748–761, November, 1954

"Improving the Relationship between Staff and Line", Personnel (New York, New York: American
Management Association), May, 1956

"Industrial Diagnostics", Management Review (New York, New York: American Management
Association), June, 1957

"Operator Errors—Time for a New Look", ASQC Journal (New York, New York: American Society for
Quality Control), February, 1968

"The QC Circle Phenomenon", Industrial Quality Control (Buffalo, New York: Society of Quality Control
Engineers), January, 1967

"Mobilizing for the 1970s", Quality Progress (New York, New York: American Society for Quality
Control), August, 1969

"Consumerism and Product Quality", Quality Progress (New York, New York: American Society for
Quality Control), July, 1970

"And One Makes Fifty", Quality Progress (New York, New York: American Society for Quality Control),
March, 1975

"The Non-Pareto Principle: Mea Culpa", Quality Progress (New York, New York: American Society for
Quality Control), May, 1975

"Khrushchev's Venture into Quality Improvement", Quality Progress (New York, New York: American
Society for Quality Control), January, 1976

"Japanese and Western Quality—a Contrast", Quality Progress (New York, New York: American Society
for Quality Control), December, 1978

In Japanese
Planning and Practices in Quality Control, Japanese Union of Scientists and Engineers, 1956 a
collection of Juran's 1954 lectures[12]

Lectures in Quality Control, 1956[citation needed]

Lectures in General Management, 1960[citation needed]

Armand V. Feigenbaum

Born 1922

Occupation Engineer and Quality control

Armand Vallin Feigenbaum (born 1922) is an American quality control expert and businessman. He
devised the concept of Total Quality Control, later known as Total Quality Management (TQM).

Feigenbaum received a bachelor's degree from Union College, and his master's degree and Ph.D. from
MIT. He was Director of Manufacturing Operations at General Electric (1958-1968), and is now
President and CEO of General Systems Company of Pittsfield, Massachusetts, an engineering firm that
designs and installs operational systems. Feigenbaum wrote several books and served as President of the
American Society for Quality (1961-1963).

His contributions to the quality body of knowledge include:

"Total quality control is an effective system for integrating the quality development, quality maintenance,
and quality improvement efforts of the various groups in an organization so as to enable production and
service at the most economical levels which allow full customer satisfaction."

The concept of a "hidden" plant—the idea that so much extra work is performed in correcting mistakes
that there is effectively a hidden plant within any factory.

Accountability for quality: Because quality is everybody's job, it may become nobody's job—the idea that
quality must be actively managed and have visibility at the highest levels of management.

The concept of quality costs

Awards and honors

First recipient of ASQ's Lancaster Award

ASQ 1965 Edwards Medal in recognition of "his origination and implementation of basic foundations for
modern quality control"

National Security Industrial Association Award of Merit

Member of the Advisory Group of the U.S. Army

Chairman of a system-wide evaluation of quality assurance activities of the Army Materiel Command
Consultant with the Industrial College of the Armed Forces

Union College Founders Medal

Fellow of the American Association for the Advancement of Science

Life member of the Institute of Electrical and Electronics Engineers

Life member of the American Society of Mechanical Engineers

Life member of Plymouth Society of Marine Biology

Dr. Kaoru Ishikawa

Kaoru Ishikawa

July 13, 1915(1915-07-13)

Born
Tokyo, Japan

Died April 16, 1989(1989-04-16) (aged 73)

Citizenship Japan

Fields quality, chemical engineering

Institutions University of Tokyo, Musashi Institute of Technology

Alma mater University of Tokyo

Known for Ishikawa diagram, quality circle

Walter A. Shewhart Medal, Order of the Sacred

Notable awards
Treasures

Kaoru Ishikawa (石川馨 Ishikawa Kaoru) (1915-1989) was a Japanese university professor and
influential quality management innovator best known in North America for the Ishikawa or cause and
effect diagram (also known as fishbone diagram) that is used in the analysis of industrial process.

Biography

Born in Tokyo, the oldest of the eight sons of Ichiro Ishikawa. In 1939 he graduated University of Tokyo
with an engineering degree in applied chemistry. His first job was as a naval technical officer (1939-
1941) then moved on to work at the Nissan Liquid Fuel Company until 1947. Ishikawa would now start
his career as an associate professor at the University of Tokyo. He then undertook the Presidency of the
Musashi Institute of Technology in 1978.

In 1949, Ishikawa joined the Japanese Union of Scientists and Engineers (JUSE) quality control research
group. After World War II Japan looked to transform its industrial sector, which in North America was
then still perceived as a producer of cheap wind-up toys and poor quality cameras. It was his skill at
mobilizing large groups of people towards a specific common goal that was largely responsible for
Japan's quality-improvement initiatives. He translated, integrated and expanded the management
concepts of W. Edwards Deming and Joseph M. Juran into the Japanese system.
After becoming a full professor in the Faculty of Engineering at The University of Tokyo (1960) Ishikawa
introduced the concept of quality circles (1962) in conjunction with JUSE. This concept began as an
experiment to see what effect the "leading hand" (Gemba-cho) could have on quality. It was a natural
extension of these forms of training to all levels of an organization (the top and middle managers having
already been trained). Although many companies were invited to participate, only one company at the
time, Nippon Telephone & Telegraph, accepted. Quality Circles would soon become very popular and
form an important link in a company's Total Quality Management System. Ishikawa would write two
books on quality circles (QC Circle Koryo and How to Operate QC Circle Activities).

Among his efforts to promote quality were the Annual Quality Control Conference for Top Management
(1963) and several books on Quality Control (the Guide to Quality Control was translated into English).
He was the chairman of the editorial board of the monthly Statistical Quality Control. Ishikawa was
involved in international standardization activities.

1982 saw the development of the Ishikawa diagram which is used to determine root causes.

At Ishikawa's 1989 death, Juran delivered this eulogy:

“ There is so much to be learned by studying how Dr. Ishikawa managed to accomplish so much
during a single lifetime. In my observation, he did so by applying his natural gifts in an
exemplary way. He was dedicated to serving society rather than serving himself. His manner was
modest, and this elicited the cooperation of others. He followed his own teachings by securing
facts and subjecting them to rigorous analysis. He was completely sincere, and as a result was
trusted completely. ”

Contributions to quality

User Friendly Quality Control

Fishbone Cause and Effect Diagram - Ishikawa diagram

Implementation of Quality Circles

Emphasised the Internal customer

Shared Vision

Awards and recognition

1972 American Society for Quality's Eugene L. Grant Award

1977 Blue Ribbon Medal by the Japanese Government for achievements in industrial standardization

1988 Walter A. Shewhart Medal

1988 Awarded the Order of the Sacred Treasures, Second Class, by the Japanese government.

Books
Ishikawa, Kaoru (1980) [original Japanese ed. 1970]. QC Circle Koryo : General Principles of the QC
Circle. Tokyo: QC Circle Headquarters, Union of Japanese Scientists and Engineers.

Ishikawa, Kaoru (1985). How to Operate QC Circle Activities. Tokyo: QC Circle Headquarters, Union of
Japanese Scientists and Engineers.

Ishikawa, Kaoru (1985) [First published in Japanese 1981]. What is Total Quality Control? The
Japanese Way [Originally titled: TQC towa Nanika—Nipponteki Hinshitsu Kanri]. D. J. Lu (trans.). New
Jersey: Prentice Hall. ISBN 0139524339.

Ishikawa, Kaoru (1990). Introduction to Quality Control. J. H. Loftus (trans.). Tokyo: 3A Corporation.
ISBN 4-906224-61-X. OCLC 61341428.
6. Dr. Genichi Taguchi

January 1, 1924(1924-01-01)
Born
Tokamachi, Japan

Citizenship Japan

Fields engineering, statistics

Institutions Aoyama Gakuin University

Alma mater Kyushu University

Known for Taguchi methods

Influences Matosaburo Masuyama

Notable awards Indigo Ribbon, Shewhart Medal

Genichi Taguchi (田口 玄一, Taguchi Gen'ichi?, born January 1, 1924, in Tokamachi) is an engineer
and statistician. From the 1950s onwards, Taguchi developed a methodology for applying statistics to
improve the quality of manufactured goods. Taguchi methods have been controversial among some
conventional Western statisticians,[1][2] but others have accepted many of the concepts introduced by
him as valid extensions to the body of knowledge.

Biography

Taguchi was raised in the textile town of Tokamachi, in the Niigata prefecture of Japan. He initially
studied textile engineering at Kiryu Technical College with the intention of entering the family kimono
business.[3] However, with the escalation of World War II in 1942, he was drafted into the Astronomical
Department of the Navigation Institute of the Imperial Japanese Navy.

After the war, in 1948 he joined the Ministry of Public Health and Welfare, where he came under the
influence of eminent statistician Matosaburo Masuyama, who kindled his interest in the design of
experiments. He also worked at the Institute of Statistical Mathematics during this time,[3] and
supported experimental work on the production of penicillin at Morinaga Pharmaceuticals, a Morinaga
Seika company.

In 1950, he joined the Electrical Communications Laboratory (ECL) of the Nippon Telegraph and
Telephone Corporation just as statistical quality control was beginning to become popular in Japan,[3]
under the influence of W. Edwards Deming and the Japanese Union of Scientists and Engineers. ECL
was engaged in a rivalry with Bell Labs to develop cross bar and telephone switching systems, and
Taguchi spent his twelve years there in developing methods for enhancing quality and reliability. Even at
this point, he was beginning to consult widely in Japanese industry, with Toyota being an early adopter
of his ideas.

During the 1950s, he collaborated widely and in 1954-1955 was visiting professor at the Indian
Statistical Institute, where he worked with C. R. Rao, Ronald Fisher and Walter A. Shewhart.[4] . While
working at the SQC Unit of ISI, he was introduced to the orthogonal arrays invented by C. R. Rao - a
topic which was to be instrumental in enabling him to develop the foundation blocks of what is now
known as Taguchi methods.

On completing his doctorate at Kyushu University in 1962,[5] he left ECL, though he maintained a
consulting relationship. In the same year he visited Princeton University under the sponsorship of John
Tukey, who arranged a spell at Bell Labs, his old ECL rivals. In 1964 he became professor of
engineering at Aoyama Gakuin University, Tokyo.[4] In 1966 he began a collaboration with Yuin Wu,
who later emigrated to the U.S. and, in 1980, invited Taguchi to lecture. During his visit there, Taguchi
himself financed a return to Bell Labs, where his initial teaching had made little enduring impact. This
second visit began a collaboration with Madhav Phadke and a growing enthusiasm for his methodology
in Bell Labs and elsewhere, including Ford Motor Company, Boeing, Xerox and ITT.

Since 1982, Genichi Taguchi has been an advisor to the Japanese Standards Institute and executive
director of the American Supplier Institute, an international consulting organisation.[6] His concepts
pertaining to experimental design, the loss function, robust design, and the reduction of variation have
influenced fields beyond product design and manufacturing, such as sales process engineering.[7]

Contributions

Main article: Taguchi methods

Taguchi has made a very influential contribution to industrial statistics. Key elements of his quality
philosophy include the following:

Taguchi loss function, used to measure financial loss to society resulting from poor quality;

The philosophy of off-line quality control, designing products and processes so that they are insensitive
("robust") to parameters outside the design engineer's control; and

Innovations in the statistical design of experiments, notably the use of an outer array for factors that are
uncontrollable in real life, but are systematically varied in the experiment.

Honours
Indigo Ribbon from the Emperor of Japan

Willard F. Rockwell Medal of the International Technology Institute

Honorary member of the Japanese Society of Quality Control and of the American Society for Quality[3]

Shewhart Medal of the American Society for Quality (1995)

Honoured as a Quality Guru by the British Department of Trade and Industry (1990)
Shigeo Shingo

Shigeo Shingo (新郷 重夫, Shingō Shigeo?, 1909-1990), born in Saga City, Japan, was a Japanese
industrial engineer who distinguished himself as one of the world’s leading experts on manufacturing
practices and the Toyota Production System. Shingo is known far more in the West than in Japan, as a
result of his meeting Norman Bodek, an American entrepreneur and founder of Productivity Inc in the
USA. In 1981 Bodek had travelled to Japan to learn about the Toyota Production System, and came
across books by Shingo, who as an external consultant had been teaching Industrial Engineering courses
at Toyota since 1955. Shingo had written his Study of The Toyota Production System in Japanese and had
it translated, very poorly, into English in 1980. Norman Bodek took as many copies of this book as he
could to the USA and arranged to translate Shingo's other books into English, eventually having his
original study re-translated. Bodek also brought Shingo to lecture in the USA and developed one of the
first Western lean manufacturing consultancy practices with Shingo's support.

The myth prevails that Shingo invented the Toyota Production System but he did document the system and
added two words to the Japanese and English languages—Poka-yoke (mistake-proofing, not 'fool-
proofing', which Shingo rejected as a term) and single-minute exchange of dies (SMED). In 1988, Utah
State University recognized Dr. Shingo for his lifetime accomplishments and created the Shingo Prize
that recognizes world-class, lean organizations and operational excellence.

Shingo's influence extended into fields outside of manufacturing. For example, his concepts of SMED,
mistake-proofing, and "zero quality control" (eliminating the need for inspection of results) have all been
applied in the field of sales process engineering[1].

Shingo is the author of numerous books including: A Study of the Toyota Production System; Revolution
in Manufacturing: The SMED System; Zero Quality Control: Source Inspection and the Poka-yoke
System; The Sayings of Shigeo Shingo: Key Strategies for Plant Improvement; Non-Stock Production:
The Shingo System for Continuous Improvement; and The Shingo Production Management System:
Improving Process Functions.

Education

Saga Technical High School

Yamanashi Technical College

Philip B. Crosby

Philip Bayard Crosby

Born June 18, 1926(1926-06-18)
Wheeling, West Virginia, USA

August 18, 2001(2001-08-18) (aged 75)

Died
Winter Park, Florida, USA

Occupation Quality Guru

Spouse Peggy

Philip Bayard "Phil" Crosby, (Wheeling, June 18, 1926 - Winter Park, August 18, 2001) was a
businessman and author who contributed to management theory and quality management practices.[1]

Crosby initiated the Zero Defects program at the Martin Company Orlando, Florida, plant.[2] As the
quality control manager of the Pershing missile program, Crosby was credited with a 25 percent
reduction in the overall rejection rate and a 30 percent reduction in scrap costs.

Philip Crosby Associates

In 1979, after a career at ITT, Crosby started the management consulting company Philip Crosby
Associates, Inc.[3] This consulting group provided educational courses in quality management both at
their headquarters in Winter Park, Florida, and at eight foreign locations. Also in 1979, Crosby
published his first business book, Quality Is Free. This book would become popular at the time because of
the crisis in North American quality. During the late 1970s and into the 1980s, North American
manufacturers were losing market share to Japanese products largely due to the superior quality of the
Japanese goods.

Crosby's response to the quality crisis was the principle of "doing it right the first time" (DIRFT). He
would also include four major principles:

• the definition of quality is conformance to requirements

 • the system of quality is prevention

• the performance standard is zero defects

• the measurement of quality is the price of nonconformance

Crosby's prescription for quality improvement was a 14-step program. His belief was that an
organization that established a quality program will see savings returns that more than pay off the cost of
the quality program: "quality is free".
Dr. Eliyahu M. Goldratt

March 31, 1948(1948-03-31)

Born
Israel

Nationality Israeli

Theory of Constraints
Operations Research
Fields Organizational Psychology
Management Science
Education

Theory of Constraints
Known for Cause and Effect thinking
Slayer of Paradigms

Eliyahu Moshe Goldratt (born March 31, 1948) is an Israeli physicist who became a business
management guru.[1][2] He is the originator of the Optimized Production Technology, the Theory of
Constraints (TOC), the Thinking Processes, Drum-Buffer-Rope, Critical Chain Project Management
(CCPM) and other TOC derived tools.

He has authored several business novels and non-fiction works, mainly on the Theory of Constraints.

Life

Born in Israel into a rabbinic family Goldratt went on to become a physicist. He obtained his Bachelor of
Science degree from Tel Aviv University, and his Masters of Science and Doctorate of Philosophy
degrees from Bar-Ilan University.

Work Creative Output years

After some experience helping Israeli manufacturers, Goldratt left the academic world to join a company
called Creative Output. The company developed and sold a software package, the Optimized Production
Technology (OPT). OPT was billed as the first software to provide finite capacity scheduling for
production environments. This software and the principles behind it were analyzed by a number of major
publications

Goldratt was actively involved in many controversies such as Cost Accounting x Throughput Accounting
and culminated in the publication of A Town Without Walls.

Within the company Goldratt noticed elements that made him uncomfortable several software
implementations did not come close to their estimated potential. After some work Goldratt discovered
that the habits, and assumptions (paradigms) of employees and managers prior to using the software
were still prominent and negatively influenced results after implementation.

His answer was the book The Goal that took 13 months to write. After completion the book was not well
received by the company staff and by large publishers. Finally, with help from Larry Gadd the owner of
North River Press, the book was published and became a great success. After a while Goldratt noticed
that many implementations were conducted using the Book but not the software. This caused further
stress in the company and Goldratt tried to capture the essence of how to implement the solution directly
in what is now known as Drum-Buffer-Rope method. He published The Race to explain some of the
concepts he was working on, and developed a course to teach people how to manage their production
using a computer simulation game.

Goldratt tried to move the company down the path of "consulting", trying to help people rethink the way
they did things, but Creative Output's declining revenues and Goldratt involvement with anything but the
sales of OPT software convinced the shareholders to fire Goldratt (and afterward his closer
collaborators).

Avraham Y. Goldratt Institute years

After leaving Creative Output circa 1985 Goldratt created the Avraham Y Goldratt Institute or AGI
(named after his father) to promote the Theory of Constraints and help it be implemented worldwide.

During the time of the AGI Goldratt got deeply involved with the further development of TOC, mainly the
Thinking Processes (and launched it publicly in 1991), Critical Chain Project Management and other
applications. His concepts influenced applications outside manufacturing and supply management,
including the field of sales process engineering.

The AGI had many success stories. In 1997, Goldratt followed his plan to retire from the Institute prior to
his 50th birthday.

Goldratt Group years

From the beginning of the 2000s Goldratt created the self-funded Goldratt Group and launched the
Viable Vision initiative.
He continues the development of TOC both in the Goldratt Group and in active support for other
developments like TOC for Education, TOC in Healthcare, TOC for the Individual (in the continuity of
the Odyssey program and the publishing of The Choice).

Writings

Goldratt has produced many works. Some of the more noteworthy are:

The Goal (1984) introduces TOC process for improving organizations and briefly TOC's accounting
aspects; it is considered an important work on the topic of focused performance improvement [by
whom?]

It's Not Luck (1994) applies TOC to marketing, distribution and Business Strategy

Critical Chain (1997) applies TOC to project management and illustrates the Critical Chain method for
managing projects while commenting on the MBA Academic environment and its issues

Necessary But Not Sufficient (2000) applies TOC to Enterprise resource planning (ERP) and operations
software

The Choice (2008) Talks about Goldratt's thought provoking approach, this time through a conversation
with his daughter Efrat, as he explains to her his fundamental system of beliefs. A second edition is
planned for publishing which includes Efrat's own notes she made during the conversation with her
father, helping the reader determine the true essence of the book.[citation needed]

Isn't it Obvious (2009) Goldratt's newest book looks into retail. Ilan Eshkoli and Joe Leer Brown are co-
authors. The story is about a husband (manager) and wife (purchaser) working in her family's retail
chain. An unexpected crisis helps them to find new ways of doing things - ending in success.
10. Taiichi Ohno

Taiichi Ohno Born February 29, 1912 Dalian, China

Died May 28, 1990 Toyota City, Japan

Taiichi Ohno (大野 耐一, Ohno Taiichi?, February 29, 1912 - May 28, 1990) was a prominent Japanese
businessman. He is considered to be the father of the Toyota Production System, which became Lean
Manufacturing in the U.S. He wrote several books about the system, the most popular of which is Toyota
Production System: Beyond Large-Scale Production. Born in Dalian, China, and a graduate of the
Nagoya Technical High School (Japan), he was an employee first of the Toyoda family's Toyoda
Spinning, moved to the motor company in 1943, and gradually rose through the ranks to become an
executive. In what is considered to be a slight, possibly because he spoke publicly about the production
system, he was denied the normal executive track and was sent instead to consult with suppliers in his
later career.[citation needed]

Ohno's principles influenced areas outside of manufacturing, and have been extended into the service
arena. For example, the field of sales process engineering has shown how the concept of Just In Time
(JIT) can improve sales, marketing, and customer service processes

Just-in-time (JIT) is an inventory strategy that strives to improve a business's return on investment by
reducing in-process inventory and associated carrying costs. Just In Time production method is also
called the Toyota Production System. To meet JIT objectives, the process relies on signals or Kanban (看
板, Kanban?) between different points in the process, which tell production when to make the next part.
Kanban are usually 'tickets' but can be simple visual signals, such as the presence or absence of a part on
a shelf. Implemented correctly, JIT can improve a manufacturing organization's return on investment,
quality, and efficiency.

Quick notice that stock depletion requires personnel to order new stock is critical to the inventory
reduction at the center of JIT. This saves warehouse space and costs. However, the complete mechanism
for making this work is often misunderstood.

For instance, its effective application cannot be independent of other key components of a lean
manufacturing system or it can "...end up with the opposite of the desired result." In recent years
manufacturers have continued to try to hone forecasting methods (such as applying a trailing 13 week
average as a better predictor for JIT planning, however some research demonstrates that basing JIT on
the presumption of stability is inherently flawed.
Tom Peters

Tom Peters Born November 7, 1942 (1942-11-07) (age 68)

Baltimore, Maryland Nationality United States Occupation Author,

Thomas J. "Tom" Peters (born November 7, 1942) is an American writer on business

management practices, best-known for In Search of Excellence (co-authored with
Robert H. Waterman, Jr).

Life and career

Peters was born in Baltimore, Maryland. He went to Severn School for High School
and attended Cornell University, receiving a bachelor's degree in civil engineering
in 1965, and a master's degree in 1966. He later studied business at Stanford
Business School, receiving an M.B.A. and Ph.D.. In 2004, he also received an
honorary doctorate from the State University of Management in Moscow.

From 1966 to 1970, he served in the United States Navy, making two deployments
to Vietnam as a Navy Seabee, and then later working in the Pentagon. From 1973
to 1974, he worked in the White House as a senior drug-abuse advisor, during the
Nixon administration. Peters has acknowledged the influence of military strategist
Colonel John Boyd on his later writing.

From 1974 to 1981, Peters worked as a management consultant at McKinsey &

Company, becoming a partner and Organization Effectiveness practice leader in
1979. In 1981, he left McKinsey to become an independent consultant.

In 1990, Peters was honoured by the British Department of Trade and Industry (DTI)
as one of the world's Quality Gurus.

Bestselling author

In Search of Excellence was published in 1982, and became a bestseller, gaining

national exposure when a series of television specials based on the book and
hosted by Peters appeared on PBS. The primary idea espoused was that of solving
business problems with as little business process overhead as possible and
empowering decision-makers at multiple levels of a company.

The platform for Peters and Waterman onto which the In Search Of Excellence
research and theorising was built, was the McKinsey 7-S model:

McKinsey 7-S model elements

1. structure

2. strategy

3. systems

4. style of management

5. skills - corporate strengths

6. staff

7. shared values

Peters and Waterman examined 43 of Fortune 500's top performing companies.

They started with a list of 62 of the best performing McKinsey clients and then
applied performance measures to weed out what they thought to be the weaker
companies. General Electric was one of the casualties which failed to make the cut.
Peters says that one of his personal drivers in carrying out his research was to
prove that certain established methods - particularly heavily systemised
philosophies and practices - were wrong, notably those used by Xerox, and
advocated by Peter Drucker and Robert McNamara. Peters says that he wanted -
with a passion - to prove how crucial people are to business success , and to release
business from the 'tyranny of the bean counters'.

As Peters explained in 2001: 'Start with Taylorism, add a layer of Druckerism and a
dose of McNamaraism, and by the late 1970's you had the great American
corporation that was being run by bean counters...'

Contrast this with what Peters says became the essential message of In Search of
Excellence, simply:

* People

* Customers

* Action

Peters says that In Search of Excellence turned these 'soft' factors into hard ones,
when previously the only 'hard factors were considered to be the 'numbers'.
Peters also said in 2001 that other than certain wrong companies highlighted - Atari
and Wang for instance - In Search of Excellence 'absolutely nailed the eight points
of the compass for business at that time' (1982), but that its central flaw was in
suggesting that these points would apply for ever, when they most certainly have
not.

Peters said finally in his 2001 interview that were he to write In Search of
Excellence today, he would not tamper with any of the eight themes, but he would
add to them: capabilities concerning ideas, liberation, and speed.

Here is a summary of the 'In Search of Excellence' eight themes, which also form
the eight chapters of the book.

In Search of Excellence - the eight themes

1. A bias for action, active decision making - 'getting on with it'.

2. Close to the customer - learning from the people served by the business.

3. Autonomy and entrepreneurship - fostering innovation and nurturing

'champions'.

4. Productivity through people - treating rank and file employees as a source of

quality.

5. Hands-on, value-driven - management philosophy that guides everyday

practice - management showing its commitment.

6. Stick to the knitting - stay with the business that you know.

7. Simple form, lean staff - some of the best companies have minimal HQ staff.

8. Simultaneous loose-tight properties - autonomy in shop-floor activities plus

centralised values.

In his more recent books, Peters has encouraged personal responsibility in response
to the "New Economy". Quoting from his book, Talent: Develop It, Sell It, BeIt: "The
harsh news: This Is Not Optional. The microchip will colonize all rote activities. And
we will have to scramble to reinvent ourselves - as we did when we came off the
farm and went into the factory, and then as we were ejected from the factory and
delivered to the white-collar towers. The exciting news (as I see it anyway): This Is
Not Optional. The reinvented you and the reinvented me will have no choice but to
scramble and add value in some meaningful way."

In the December 2001 issue of Fast Company, Peters was quoted admitting that he
had falsified the underlying data for In Search of Excellence. In an odd turn of
events, however, he later insisted that this was untrue, and that he was the victim
of an "aggressive headline."
Peters's latest book is The Little Big Things, released in March 2010.

Peters currently lives in West Tinmouth, Vermont with his wife Susan Sargent, and
continues to write and speak about personal and business empowerment and
problem solving methodologies. His namesake company is based in the UK.

Works

1982 - In Search of Excellence (co-written with Robert H. Waterman, Jr.)

1985 - A Passion for Excellence (co-written with Nancy Austin)

1987 - Thriving on Chaos

1992 - Liberation Management

1993 - The Tom Peters Seminar: Crazy Times Call for Crazy Organizations

1994 - The Pursuit of WOW!

1997 - The Circle of Innovation: You Can't Shrink Your Way to Greatness

1999 - The Brand You50, The Project50 and The Professional Service Firm50
(Reinventing Work Series)

2003 - Re-imagine! Business Excellence in a Disruptive Age

2005 - Talent

2005 - Leadership

2005 - Design

2005 - Trends (co-written with Martha Barletta)

2010 - The Little Big Things: 163 Ways to Pursue EXCELLENCE

12. Claus Moller

Claus Michael Møller (born 3 October 1968) is a Danish former professional cyclist. He turned
professional in 1995 with the Castellblanch team before moving to Milaneza MSS in 2000. He won the
overall classification of the Volta a Portugal in 2002,[1] and was a stage winner in the 2001 Vuelta a
España. He also won the Subida al Naranco in 2001, and won stages of the Volta a Portugal and the
Trofeo Mallorca.[2] His career was marred in the late 1990s by a suspension for doping; as a result he
was also banned for life from representing the Danish national team.[3]

Claus Møller is one of the world's leading management consultants and keynote
speakers. Claus offers knowledge and unique learning experiences based on
groundbreaking concepts in the areas of Leadership, Time Management, Quality
Management, Service Management, and Emotional Intelligence.

He has been called 'the Victor Borge of Management', is the author of several best-
selling management books and has won numerous awards for innovative thinking
and project delivery. He pioneered the concepts of Putting People First, The Human
Side of Quality, Personal Quality, Employeeship, and A Complaint is a Gift. He also
invented the world famous Time Manager® planning and results tool. Claus has
worked extensively for a wide range of blue chip clients from IBM to American
Express.

Claus Møller Consulting offers its clients executive coaching, leadership education,
tailored seminars, keynote addresses, and diagnostic tools. Claus can also train
your organisation's coaching staff and certify them in the use of his concepts.

A best-selling management book and a tool to help you regain your unhappy
customers' trust and to keep your customers.

The first edition sold more than 130,000 copies. The new edition has been
thoroughly revised and updated with new material on handling Internet complaints,
dealing with complaints directed at you, complaining effectively yourself, as well as
new examples covering a wide range of industries.

More relevant than ever in today’s constantly connected world, when customers
can complain instantly and broadcast their dissatisfaction around the world.

Claus has been widely recognised as one of the greatest innovators in modern
management thinking. Among the concepts that he has pioneered you will find:

- Employeeship

- Putting People First

- The Human Side of Quality

- Personal Quality

- A Complaint is a Gift
COMPARING THE PHILISOPHIES OF QUALITY GURUS

Many prominent figures have emerged within the quality field, but some have stood out as key figures of
quality. Most have passed away, but their memory still lives on in the ideas, concepts, and methods that
permeate our quality thinking today. In no particular order, they are:

1. Dr. Walter Shewhart developed the Plan, Do, Check, Act (PDCA) cycle (known as “Plan-Do-
Study-Act” in some circles, as well as theories of process control and the Shewart transformation
process.

2. Dr. W. Edwards Deming developed his complete philosophy of management, which he

encapsulated into his “fourteen points” and the “seven deadly diseases of management”. He
advanced the state of quality, originally based on work done by Shewhart with his explanations
of variation, use of control charts, and his theories on knowledge, psychology and variation.
Deming greatly helped to focus the responsibility of quality on management and popularized the
PDCA cycle which led to it being referred to as the “Deming Cycle”.

3. Dr. Joseph M. Juran developed the quality trilogy - quality planning, quality improvement, and
quality control. Quality management plans quality improvements that raise the level of
performance, which then must be controlled or sustained at that level in order to start the cycle
again.

4. Armand V. Feigenbaum developed the idea of total quality control based on three steps to quality
consisting of quality leadership, modern quality technology, and an organizational commitment
to quality.

5. Dr. Kaoru Ishikawa developed the Ishikawa diagram and was known for popularizing the seven
basic tools of quality and the philosophy of total quality.

6. Dr. Genichi Taguchi developed the “Taguchi methodology” of robust design, also known as
“designing in quality”, which focused on making the design less sensitive to variation in the
manufacturing process instead of trying to control manufacturing variation.

7. Shigeo Shingo developed lean concepts such as Single Minute Exchange of Die (SMED) or
reduced set-up times instead of increased batch sizes as well as Poka-Yoke (mistake proofing) to
eliminate obvious opportunities for mistakes. He also worked with Taiichi Ohno to refine Just-In-
Time (JIT) manufacturing into an integrated manufacturing strategy, which is widely used to
define the lean manufacturing used in the Toyota production system (TPS).

8. Philip B. Crosby developed the idea of “quality is free” which asserts that implementing quality
improvement pays for itself through the savings from the improvement, increased revenue from
greater customer satisfaction, and the improved competitive advantage that results. His
popularized “zero defects” to define the goal of a quality program as the elimination of all
defects and not the reduction of defects to an acceptable quality level.

9. Dr. Eliyahu M. Goldratt developed the Theory of Constraints which focuses on a single element
in a process chain as having the greatest leverage for improvement (i.e., “1% can have a 99%
 impact”). This compares to the Pareto principle which states that 20% of the factors have an
80% effect on the process.

10.Taiichi Ohno developed the seven wastes (muda), which are used in lean to describe non-value
added activity. He developed various manufacturing improvements with Shigeo Shingo that
evolved into the Toyota Production System.

11.Toms Peter do not put any new theory but put theories as how people, customer and action
should be balanced for excellence.

12.Claus Moller also does not put any new theory, but has been widely recognised as one of the
greatest innovators in modern management thinking. Among the concepts that he has pioneered
you will find mainly focusing on the human side of quality.

Gurus of Quality Theory Improvement concepts Improvement

criteria

1. Dr. Walter Process control Theory - Process Control Effectiveness

Shewhart PDCA

2. Dr. W. Edwards Process control Theory - Process Control Effectiveness

Deming PDCA

3. Dr. Joseph M. Quality planning, quality Quality Control Effectiveness

Juran improvement, and
quality control

4. Armand V. Total quality control Quality Control Effectiveness

Feigenbaum

5. Dr. Kaoru Seven tool of quality Quality Control Effectiveness

Ishikawa

6. Dr. Genichi Variation on design Quality Control @ Effectiveness

Taguchi phase Design phase

7. Shigeo Shingo Time management Reduction in set-up Time Efficiency

Losses

8. Philip B. Crosby Defect reduction and Problem solving Economy

saving money techniques

9. Dr. Eliyahu M. Cause and Effect 1-99% Problem solving Effectiveness

Goldratt techniques

10.Taiichi Ohno 7 waste of quality Waste reduction Efficiency

11.Tom Peters People – Action - Human Behavioural Efficiency

Customer aspects
 12.Claus Moller Human aspects of Human Behavioural Efficiency
Quality aspects

Each Gurus of Quality has tried to put theories of improvements at various levels
starting from:

1. Design phase variation- as put by Dr. Genichi Taguchi. If the product and the process
are well designed the chances of defects arising from such process and product would be low.

2. Process Control- Dr. Walter Shewhar & Dr. W. Edwards Deming mainly worked on the process
approach PDCA which focuses on controlling the inputs to the process to get the desired quality
of product or services

3. Quality Control – Theories put by Dr. Joseph M. Juran, Armand V. Feigenbaum, Dr. Kaoru
Ishikawa are mainly based on using statistical techniques and other tools for planning,
improvement and control of quality.

4. Defect prevention- Philip B. Crosby, Dr. Eliyahu M. Goldratt use theory of defect prevention by
identifying the root cause, solving the problems and eliminating the causes to reduce defects.
Philip B. Crosby also considered the economical factors as reducing losses due to defects.
Whereas Dr. Eliyahu M. Goldratt focussed on reducing defects by identifying and eliminating
one root cause.

5. Waste Reduction - Shigeo Shingo and Taiichi Ohnoholds japans theoris of redcing waste in time
and other waste to increase efficiency.

6. Human Aspects- Tom Peters and Claus Mollers are from the current
generation mainly focused the actions of the leaders and the employees to
manage their action and time to fulfil the customer requirements