Huls, Rebecca Lee (1987, ASQC) Quality Management, Converse, TX
The theme for the 41st Annual Quality Congress, "Quality - The Universal Equation for Excellence" is applicable in both manufacturing and service industries through the use of participative management and Statistical Quality Control. There has been a dramatic change in the approach to the elusvie definition and enhancement of quality. First in manufacturing, then more recently, in the service industry.All too often, the differences between manufacturing and service are stressed, instead of the similarities. Experience has shown there is really very little difference between the two. Implementation of a Quality Management Program, workflow, and daily measurements of what the customer expects in terms of quality, are closely aligned.A review of three (3) quality management programs illustrates the approach is no different for a strictly manufacturing effort, service effort, or a company with a combination of both. Usinga workflow chart from a manufacturing process, comparisons are drawn againsta service workflow chart. With the current workflows, a definition of quality emerges based on the customers', management, and employee perceptions. New workflows, more efficient and closer aligned to customer needs, are set in place. Measurements are driven by those quality characteristics defined by the customer, as well as those measurements meaningful to the employee.Whether it is manufacturing or service, the greatest probability for success hinges on just a few necessities. 1. Top managements' active support. 2. Endorsement and use of participative management techniques. 3. The employees active participation in quality enhancement programs, and an understanding of the impact of high quality on their jobs. 4. The continual evaluation of the quality of service or products provided, based on the customers' expectations. 5. Daily pursuit of quality through meaningful measurements. With these 5 needs in place, you can be assured of success. You have covered the customers' wants and needs, top managements' commitment, involvement at all levels of management, and the involvement of the employees, every day of the year.Productivity through quality has been achieved in both manufacturing and service industries. Quality is the catalyst which promotes productivity, hence profitability, no matter what industry you are involved with.