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1. : Characteristics Attributes ( ).
2. : .
3. : / Reliability Dependability .
4. () : ( ) ( ) .
5. : .
6. : Recycling .
7. : ( Quality of life) ( ) Taguchi ( ).
8. : Zero defect ) .
9. : () ( ) ( ) ( ) Stakeholders / ( ) .
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Customer Use Oriented Classification Of Product & Process Quality Characteristics Quality Function Deployment(QFD) ( ) .
Inspection Oriented Quality Approach A defect Free Strategy 85% Quality Ethics ()Simultaneous Engineering .
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( ) ( ) ( ) Standard Setter .
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4. (15) .
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2. : ( (1-4)) .
Cambridge Massachusetts 2000 / (19).
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(1-5) .
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1. Digital Equipments - UK ( Six Sigma ) .
2. / QM ( 1001-2002 ) :
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IEC (33 KV) ( ) (11 KV) (6.6 K) .
(50 ) 24 .
3. Dongbu Electronics S. Korea ISO9001-2000 BSI 2/7/2001 ( ) .
4. ISO9001-2000 2003 ( ) .
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5. Ford .
6. Motorola ( ) .
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85% .
1. Slack et al (11) David Garvin, 1987 .
2. Goods & Service Product & Service .
3. Dave, W. (2006)" Reflections On The Future Of Quality " Quality Progress , Jan. ,.p. 23 .
4. Murray ,T. J.(1987) Meeting the new quality challenge Research Management , Nov.-Dec.,.P. 25 .
5. BS 5750-1987, BSI ,p.7 .
6. Austin, R.V. (1982) A corporate framework for quality , Quality Assurance , Vol.8. No.1 ,March, P.14.
7. Dave, W. Op .cit, p.26 .
8. Beckford ,J. (2002)"Quality" 2nd ed. Rutledge- Taylor &Francis Group , London, p.110 .
9. Douglas ,K.M. & Eric, W.S. (2006) " Empowering employees to pull the quality trigger, Quality Progress, Oct., P. 46 .
10. Detoro , I. J. (1997) Strategy Planning For Quality At Xerox Quality Progress , April, .p.19 .
11. Dave, Op cit , 26 .
12. Slack, Nigel, chambers ,S. & Johnston, R.(2004)Operation Management Prentice Hall, Essex , UK.
13. BS 5750, Op cit , p.10 .
14. International Trade Centre(2002) ISO 9001 For Small Business , p. 17.
15. 2004 .
16. Yoji, Akoa,1997, QFD: Past , Present & Future ,International Symposium On QFD97- link ping, P.10.
17. Vincent K. Omachonu & Joel E. Ross (2004)"Principles Of Total Quality " Third ed. CRC Press LLC, p.62 .
18. Crosby , F.(1979), Quality Is Free , McGraw hill Co. , p .20 .
19. http://www.colonialcambridge.com/index.html
20. Heizer ,J. Render, B.(1996) Production & Operation Management : Strategic& Tactical Decision Prentice Hall Inc, P. 79.
1. (2004) " " 26-28 (1425) .
2. Feigenbaum , A. V.(1991), Total Quality Control , 3ed edi. , McGraw hill international .
3. Raymond, E.K., Roland , T.R. & Antony , J.Z.( 1993) Why Improving Quality Doesnt Improve Quality California Management Review , Spring .
Gurus Deming Juran Crosby Taguchi Feigenbaum Ishikawa Oakland :
: Deming .
: Juran .
: Crosby .
: Taguchi .
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Deming ( )
W. Edwards Deming (1900-1994) 50 . Deming . Feigenbaum , Juran Deming (1) " Statistical Thinking " .
Deming Shigeiti Mariguti Sizatura Mishibori Toshiba Associates .
Deming ( ) . 1960.
Deming Deming 1993 www.deming.org . Deming Out Of Crisis The New Economics For Industry, Government, Education :
( ( )) ( 94% ) .
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Deming :
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5. .
6. .
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10. Zero Defects ( ) .
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13. .
14. .
3. : 1986 World-Class Quality Deming Deming ( ) :
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Excessive Medical Costs .
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Deming
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Deming .
Juran ( )
Joseph M. Juran Western Electric Hawthorne 1928 Inspectors Errors In Quality Control 1935 .
Juran q Q () Managerial Breakthrough-1964 .
Juran Deming Western Electric .
Juran 1981 .
Juran (JUSE)Japanese Union Of Scientists & Engineers Deming Juran TQC Kaizen ( )( ) Juran Problem Solving Sequence .
Quality Control Handbook Bingham ( 1951 230000 ) Juran ( ) : (4)
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Juran .
Juran :
80-20 80% 20% 20% Vital Few 1937. 2003 ASQ " Juran" .
Freedom From Trouble .
12 13 Quality Planning & Control-1970 Frank Gryna Upper Management & Quality-1978 .
Deming .
Six Sigma Managerial Breakthrough-1964 Quality Costs .
Juran 1979 www.Juran.com .
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3. .
1. Juran : 1986 . Juran 80% . (5) ( (2-1)) .
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2. : Juran Deming : (7)
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Juran :
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Crosby ( )
Philip Crosby 1952 Crosby Acceptable Quality Level(AQL) .
Zero Defects NEC Kobyosha 1964 ZD 1967.
Crosby 1979 Philip Crosby Associates Inc. 17 32 1990 60 www.PhilipCrosby.com .
Crosby ITT . Crosby Deming Juran . " " ZD Quality Is Free-1979 Quality Without Tears-1984 Crosby .
(10) .
Crosby Deming Crosby () . ( ) Attitude Problem ZD .
ISO 9000 ( ISO9000) ISO 9001-2000 ( ) . Crosby :
1. Five Absolutes .
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3. Quality Vaccine .
1. : Crosby : (11)
Elegance .
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ZD .
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3. Quality Vaccine : Determination Education Implementation . . Crosby ( ) .
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Genichi Taguchi ( ) Nippon NT&T Juran Deming Deming ( Willard F. Rockwell 1986 Blue Ribbon Award 1990 Shewhart 1986) 1997 Suppliers Institute Of America 1986 .(13)
1954 1958 R.A. Fisher Walter A. Shewhart Princeton Design of Experiments for Engineers Xerox Corp. Bell Labs .
Taguchi :
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1. : Taguchi ( Inspired Evolution ) Systems Of Experimental Design 1987 Online ( ) Offline ( ) .
Taguchi ( Robust Design ) Prototyping Methods :
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Taguchi Taguchi .
Taguchi Robust Engineering (RE) .
" " (14) Taguchis Quality Engineering Handbook (2005) 100% .
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Eradication .
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3. Quality Loss Function : : (16)
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2- Design Characteristics & Noise : Design Characteristics Signal-To-Noise Ratio . Taguchi Alternative Experimentation Methodology ( ( ) / . Taguchi .
60 .
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Juran
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2. Deming,W.E.(1986)Shotgun Of Quality Control ,Quality Progress, Feb., p.26.
3. Deming,W.E.(1982),Quality ,Productivity & Competition Position, Massachusetts Institute Of Technology, Centre Of Advanced Engineering Study., p.7 .
4. Juran ,J.M .& Bingham ,R.S.( 1951),Quality Control Handbook , McGraw Hill Book Co.,sec.18, 6 .
5. Juran ,J.M .& Gryna ,F.M(1993),Quality Planning &Analysis, 3rd ed., McGraw - Hill Book Co.p.6.
6. http://www.juran.com/article _images/ trilogy. jpg .
7. http://www.juran.com/article_improvement
8. Dale ,B.G.( 2004) , Managing Quality , 7st,ed., Prentice Hall International Inc.,p.28.
9. Krajwiski ,L .J.& Ritzman ,K.P.( 2005),Operations Management-Processes & Value Chains , 7th .ed. ,Prentice Hall ,Inc.p. 315 .
10. Crosby ,Ph.B.(1979) ,Quality Is Free ,McGraw-hill Book Co. ,pp. 9-15 .
11. Crosby ,op. cit ,p. 8 .
12. Dean ,J.W .& Bowen ,D.E.(1994),Management Theory &Total Quality Improving Research & Practice Through Theory Development, The Academy Of Management Review ,Vol.19,No.3,July .p. 394 .
13. www.quality digest.com , A quality Life by Laura Smith ,April 2005.
14. Krajwiski & Ritzman, Op cit , pp.72-74
15. Taguchi, G.(1986) ,Introduction to Quality Engineering: Designing Quality Into Products and Processes , Asian Productivity Organization, p . 76 .
16. http:/www. quality/improvement/online Taguchi method.(CPA in Industry)
17. Slack, Nigel, chambers ,S. & Johnston, R.(2004),Operation Management, Prentice Hall, Essex , UK., p. 617 .
1. Beckford ,J. (2002), Quality, 2nd ed. Rutledge- Taylor &Francis Group , London.
2. http://www.kaizen-institute.com
3. Chris ,M.& Jimmie, B.(1998)" CAD,CAM : Principles ,Practice & Manufacturing Management " Addison Wesley Inc.
4. Connolly, D. M. (2002) , Design Optimization Of The Zeta Linear Coanda Utilising Taguchi Methods , Zeta Dynamics Ltd .
5. Johannes,F. (2004) " Quality Problems & Their Real Costs" Quality Progress, Dec.
.
Cost Quality .
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Determinants Characteristics Dimensions Measures of Quality Levers for Quality Parameters Quality Performance Elements .
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Juran ( ) Juran .
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8. Chase& Others 2006 (14) : / Serviceability Quality Gap .
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( 100%) ( ( ) ) ( ) ( ) (22) .
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1. Slack, Nigel, chambers ,S. & Johnston, R.(2004),Operation Management , Prentice Hall, Essex , UK, p. 777 .
2. www.qou.edu/ lovelock definition of Q.D.
3. Vincent K. Omachonu & Joel E. Ross (2004), Principles Of Total Quality, Third ed. CRC Press LLC, p.71 .
4. Dave, Watkins (2006),Reflections On The Future Of Quality,Quality Progress ,Jan. p. 25 .
5. (2006) " " 1 115.
6. Juran ,J .M. & Bingham ,R.S.(1951), Quality Control Handbook , McGraw Hill Book Co. Sec.2,P.4.
7. Garven, D.(1987) Competing On The Eight Dimensions Of Quality , HBR, Nov.-Dec.p.202-209 .
8. Shreoder ,R.(1989) , Operation Management Decision Making in the operation function, 3rd ed. McGraw Hill international ed. p.586 .
9. Starr ,M.(1989),Production Management- System & Synthesis, Prentice Hall ,Inc .p.245 .
10. Evans ,J.(1993) ,Applied Production & Operation Management, 5Th , ed. West Pub.Co.p.23 .
11. Monks, J.G.(1985), Operation Management, McGraw Hill Book Co. p. 349.
12. Slack & Others , Opcit,p.602 .
13. 119-127 .
14. Chase, R.B., Jacobs,F.R. & Aquilano, N.J.(2006),Operations Management For Competitive Advantage, 11th ed. Irwin Mc Graw Hill, p.135 .
15. Feilden , G. B. (1978) The role of standards in quality assurance , Quality Assurance, Vol.4, No. 3, sep..72 .
16. Crosby ,Ph.B.(1979) ,Quality Is Free,McGraw-hill Book Co.,p.12 .
17. http://www.quality.conf.com/presentations/day1session2/5.ppt.
18. Taguchi, G.(1986) ,Introduction to Quality Engineering: Designing Quality Into Products and Processes , Asian Productivity Organization, p.74 .
19. .
20. Groocock , J.M. (1980) ,Quality cost control in ITT Europe , Quality Assurance, Vol. 6, No. 3, p.72 .
21. Ronald W. Hilton , Michael W. Maher & Frank H. Selto (2006),cost Management Strategy For Business Decisions, Third ed. Mc Graw -Hill Irwin , p.247 .
22. Chase, R.B.& Others ,op cit,P.137.
23. Slack & Others TQM Maximum Ronald & Others (ROQ) Optimum .
1. Burns, C.R.(1976), Quality Costing Used As A Tool For Cost Reduction In The Machine Tool Industry, Quality Assurance, Vol.2,No.1, March,.
2. Tim, P. (2006) , What is your cost of quality , www.QAI.org
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: .
1. Quality Circles ( (4-3)) .
2. Hiller, F.A.,Pusic,E.Strauss,G.& Wilpert ,B.(1998),Organizational Participation , Oxford University Press Inc. P.22 .
3. Daft, R.L. (2001), Organization : Theory & Design , South Western College Pub.
4. Ishikawa, K.(1979), Quality Control In Japan, Quality Assurance, vol 5, no.1, march,.p.19 .
5. Munchus ,G (1993) Employer Employee Based Quality Circles In Japan HR Policy Implication For American Firms, Academy Of Mgmt Review , Vol. 8, p.255 .
6. Krajwiski ,L .J.& Ritzman ,K.P.(2005),Operations Management-Processes & Value Chains ,7th .ed. ,Prentice Hall ,Inc..p. 200.
7. (1995) .
8. www.juse.or.jp
9. www.mahapwd.com/public works dep./iso & quality circles .
10. Beckford ,J. (2002),Quality, 2nd ed. Rutledge- Taylor &Francis Group , London.,p.315 .
11. www.juse.or.jp
12. :
Fujita , S.(1991) Japanese Social Trends & Their Impact On Future Of Q. C. Activity ,Symposium On Industrial Management ;The Japanese Experience, King Fahd University Of Petroleum & Minerals : Dhahran Dec. ,p. 12 .
www.mahapwd.com/public works dep./iso & quality circles .
13. 1968 1969 1971 .
14. Talib, F. & Ali, M. (2003), Impact Of Quality Circles a Case Study , IE Journal , July 31 ., P. 12 .
15. :
Glichev, A.V.(1982),The Soviet Q.C. Experience, Quality Assurance ,Vol. 8, No. 4, Dec. p.110 .
www.ed.gov/databases/ERIC_Digests/ed353008.html
16. 3-8 .
17. Report On New Systems & Tools In Quality Control Of All Industrial Products Of UNIDO Organization In Japan, 1989, p. 104 .
1. http://sol.brunel.ac.uk/jarvis/bola/quality/circle.html
2. Development Administration Circular No.7/1991/Guidelines On Quality Control Circles In The Public Service Innovation Awards.
3. Dipaola , M.F. Hoy.W.K.(2003),Organizational Citizenship Of Faculty & Achievement Of High School Students, Journal Of School Leadership ,Vol.11
4. Roberta S. Russell & Bernard W. Taylor (1998) ,Operations Management, 2ndedi , Prentice Hall Inc .
.
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Toyota 1028000 2008 (8) Westinghouse nuclear 15% 58% 2.4 66% 69% 60000 20% (9) .
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BSI, A Guide To Quality Assurance BS 4891-1972 ,.
3. Juran ,J.M.(1976)"Emerging Professionalism In Quality Assurance", Quality Assurance, vol. 2, No. 3, p.71 .
4. (1991) " " . 20 .
5. " " 1983 . 27 .
6. . 37 .
7. Juran, J.M. & Gryna, F. M.( 1978) Quality Planning & Analysis McGraw-hill Pub. Co .p. 572 .
8. Http://www.toyota.com/about/news/environment/2008/06/01-1-update50.html
9. http://www.westinghousenuclear.com/index.shtm
1. Bachir M. (2006)"Quality Management & Assurance In The Hospitality And Tourism Industry "Third Annual Conference, Applied Science University, Jordan, Amman .
2. ISO Guide / 25 -1994 .
3. Sinha , M.N. (1985) The management of quality assurance, John Wiely & sons,
4. Tallentire, A. (1992) " Good Manufacturing Practice & Microbiological Quality Assurance .
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2
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West, John E 227 2005 ISO 9001-2000 ISO 9004-2000 167 (73.5% ) . (13)
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2. : Lioyds Register Quality Assurance LTD.(LRQA) Honey well (USA ) Dansih Company (Coloplast) () British Aerospace (UK) Le Meridien () Guy Birkin LTD (UK) Central Area Transmission System (CATS) (UK) : (16)
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ISO ISO 14001-1996 ( ) ISO 18001-1997 ( ) . ISO 9000 ISO9004-2000 .
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1. ISO 9000-1987 1994 1200 .
2. Document G / TBT / 1/ Rev. 8 (Second Triennial Review Technical Barriers To Trade Agreement ) .
3. Curkovic,S.& Handfield ,R (1996).,Use Of ISO9000 & Baldrige Award Criterion In Supplier Quality Evaluation, Inter. ,Jour. Of Purchasing & Material Mgmt, May, p.4 .
4. Dale,B.( 2004),Quality control, 7st,ed.,Prentice Hall International Inc,p.340 .
5. (1999) ISO 9000 . 17 .
6. International Trade Center UNCTAD/WTO(2000),Applying ISO-9000 Quality Management Systems, Geneva, p.13 .
7. ISO 9004-2000 , p. 4-5 .
8. Kyung ,J.CH(2002),Dongbu Electronics Achieves ISO 9001-2000 Quality Certification , www.dsemi.com .
9. Barbara.(1997),Going global with ISO 14001, Review , December, p.14 .
10. ISO : Applying ISO9001-2000 For Small Business. ,2000 .
11. Xue Jie, YU.( 2000), Investigation Into Total Management System (ISO 9000 + ISO 14000 + DNVS OHSMS (BS 8800) Aoq, Qualcon, Sydney 6-9 Feb.p.3 .
12. Xue Jie, .Op cit ,p.7 .
13. West, John E (2005), ISO 9000 Future Trends ,ASQ World Conference on Quality and Improvement Proceedings, Seattle, WA, Vol. 59, No. 0, May, pp. 15-17
14. ISO : Applying ISO9001-2000 For Small Business. ,2000 .
15. ISO/TS 21095 .
16. http://www.lr.org/Industries/LRQA/Case+studies/
17. Vincent K. Omachonu & Joel E. Ross (2004) " Principles Of Total Quality "Third ed. CRC Press LLC, p.378 .
18. Dale,B.,Op cit ,p352 .
19. Krajwiski ,L .J.& Ritzman ,K.P.( 2005)Operations Management-Processes & Value Chains 7th .ed. ,Prentice Hall ,Inc , p. 225.
20. http://www.asq.org/discussionBoards/thread.jspa?threadID=3346&forumID=52
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3. www.quality.nist.gov
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2. Imai, Masaaki(1986),Kaizen The Key To Japans Success, Random House,P.151 .
3. www. Kaizen Institute .com .pdf super factory excellence program,2005
4. Mukta Magazine ,Top Managers Should Be Ready To Dirty Their Hands : An Interview with KAIZEN guru: Masaaki Imai, 15th April 2000, www. Kaizen Institute .com .
5. Harrison, A. (2000),Continuous Improvement : The Trade Off Between Self Management & Discipline, Integrated Manufacturing Systems , Vol. 11, No.3 .
6. Krajwiski ,L .J.& Ritzman ,K.P.(2005),Operations Management-Processes & Value Chains ,7th .ed. ,Prentice Hall ,Inc.P.200.
7. ISO 8402 Vocabulary & Terms, ISO 9001-2000 Requirements
8. www. Kaizen Institute .com .pdf meaning of QI processes ,2004 .
9. Vincent K. Omachonu & Joel E. Ross (2004), Principles Of Total Quality, Third ed. CRC Press LLC, pp.324-325 .
10. Imai, Op cit, P.176 .
11. :
- Vincent & Joel , Op. cit, p.320 .
12. Deming, W. E. (1990 ), Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, P. 67 .
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