CHAPTER 1

Answer the review questions and discussion questions from Chapter 1

Review Questions

1. What factors have contributed to the rise of quality awareness in modern

business ?

 Production, inventory and distribution of raw materials

 Production and manufacturing
 The formulation and execution of quality standards
 Supervision and inspection

2. What practices do Motorola and MidwayUSA follow in the “Quality Profiles”

boxes to achieve high quality?

Motorola

 I create culture in two key beliefs: respect for people and uncompromising
integrity
 Reduced defects and cycle times in your design processes
 Order entry, manufacturing and marketing in product production
 Reduction of environmental pollution
 Improved employee health and product safety

Midway USA

 Interest in customer opinion about product qualities

 Selection of personnel for leadership development based on their support of the
company's core value
 Customer input to improve operations by conducting regular online surveys

3. Synthesize the six quality perspectives that have been described in this
chapter.

Transcendent perspective (criticism)

Walter Shewhart defined the goodness of a product with a definition of transcendent or

critical quality. In this sense, quality is absolutely and universally recognizable, a mark
of uncompromising standards and high achievement. But this definition is of little
practical value since it does not provide a means by which quality can be measured or
evaluated as a basis for practical business decisions.

Product outlook
This evaluation implies that large quantities of product attributes equate to higher
quality; as with the transcendent notion of quality, the evaluation of product attributes
can vary considerably among individuals.

User perspective

Customer need leads to a definition of quality based on whether certain products fit
their intended use, or how well the product performs its intended function.

Value Perspective

Quality is based on value; that is, the relationship between the benefits of the product
and the price. From this perspective, a quality product is one that provides benefits
similar to those of competing products at a lower price, or one that offers greater
benefits at a comparable price. Therefore, organizations must focus on continuous
improvement in both the consumer benefits package and the quality and efficiency in
their internal operations.

Manufacturing outlook

Consumers and organizations desire consistency in goods and services, that is, quality
in accordance with specifications. These specifications are objectives and
tolerances established by the designers of goods and services, to meet the objectives
in the established times considering the necessary effort made

Customer perspective

The American National Standards Institute and the American Society for Quality
defined quality as the totality of particularities and characteristics of a product or
service that are related to its ability to satisfy given needs. Later in the late 1980s many
organizations used a customer-based definition of quality (meeting or exceeding
customer expectations).

4. Distinguish between consumers, external customers and internal customers.

Illustrate how these concepts are applied at a Chipotle's restaurant, a Walmart,
or a similar franchise or chain store.

In a supermaxi supermarket, a consumer is the person who buys the products that are
on the shelves, while the external customer would be the farmers who provide the
vegetable products, the livestock farmers who supply the supermarket with dairy
products, etc. And the internal clients would be cashier staff, warehouse staff,
managers, clothes racks, etc.

5. Explain why a single definition of quality is not enough.

There is no single definition of quality because it has evolved over time and has
incorporated new ideas, as well as rejecting those that have become obsolete.
Incorporating new methods, principles and strategies with the purpose of offering better
services that obtain higher customer satisfaction at a lower cost

6. Briefly summarize the history of quality before and since the industrial
revolution. What caused the most significant changes?
In the 17th century, the Frenchman Honore Le Blanc created a system for
manufacturing muskets with interchangeable parts. These ideas became the main
consequence in the United States, a government that awarded Eli Whitney a series of
contracts for the manufacture of muskets. 10 thousand muskets for the armed forces,
but with strict quality control that would be necessary to have a sophisticated
implementation of weapons necessary for war. The designs for these weapons were
directed by Whitney and implemented by workers to make the design fixed which were
then measured and compared to a model. In the early 1900s Frederick W. Taylor's
philosophy was that the engineers were in charge of planning and the supervisors and
workers were in charge of the execution. In this way, if there was an error in quality, the
supervisors corrected it, as the work was divided into specific tasks, attention was
focused on increase efficiency and ensure quality. Henry Ford established many of the
foundations we know today as total quality practices. Quality became a technical
discipline, and there came to be quality specialists.

7. Define the following terms:

a) Quality assurance: Quality assurance consists of monitoring planned and

systematic lines of action, implemented within the company's Quality Management
System . These actions must be demonstrable in order to provide adequate trust,
both to the company itself and to customers and suppliers.

b) Total quality: It is known as excellence which is represented as a management

strategy of the organization , whose main objective is to satisfy in a balanced way
the needs and expectations of all its interest groups.

c) Excellence in performance: Excellence in performance is considered when

workers carry out the work for which they were hired in an organized manner,
taking into account the factors that influence having excellent quality determined by
the consumer.

d) Competitive advantage: A competitive advantage is any characteristic of a

company, country or person that differentiates it from others, placing it in a superior
relative position to compete.

8. Explain how each major function of a manufacturing system contributes to total

quality.

Marketing and sales. Today, marketing and sales employees have important quality
responsibilities, such as learning what products and features consumers want and
knowing the prices consumers are willing to pay for them.

Product Design and Engineering Proper design helps prevent manufacturing defects
and service errors and reduce the risk of non-value-adding inspection practices that
have dominated much of American industry.

Purchasing and Receiving The quality of the parts and services purchased and the
timeliness of their delivery are vital. The purchasing department can help a company
achieve quality by selecting quality-conscious suppliers and ensuring that purchase
orders clearly define quality requirements specified by design and production
engineering.

Production planning and scheduling A production plan specifies the

long-term and short-term production requirements to fill customer orders and satisfy
anticipated demand.

Manufacturing and Assembly The role of manufacturing and assembly in quality

production is to ensure that the product is manufactured correctly.

Tool Engineering The engineering function is responsible for designing and

maintaining the tools used in manufacturing and inspection.

Industrial Engineering and Process Design The job of industrial engineers and
process designers is to work with product design engineers to establish realistic
specifications.

Inspection and testing of finished goods If quality is properly incorporated into the
product, inspection should not be necessary, except for auditing and functional testing
purposes.

Packaging, Shipping and Storage Packaging, shipping and storage, generally called
logistics activities, are the functions that protect quality after goods are produced.

9. Why is service quality important, especially in today's business environment?

They are organizations that are dedicated to providing services to people, businesses
or government agencies, such as hotels, establishments, repair businesses, health,
legal, educational, etc. Quality is to satisfy the customer's needs, which is why it is very
important.

10. Discuss the differences between manufacturing and service organizations.

What are the implications of these differences for quality management?

These differences make it difficult for many organizations to apply total quality
principles and could foster misperceptions because they are not achieved effectively.
These differences make it difficult for many organizations to apply total quality
principles and could foster misperceptions because they are not achieved effectively.

11. Explain the roles of people and information technology in providing quality
service. How does The Ritz-Carlton Hotel Company, LLC, use employees and
information technology for quality service?

Through mechanisms, workers receive more than 100 hours of quality education aimed
at fostering a commitment to Premium service, solving problems, setting goals and
generating new ideas with the goal that they use the help of others to solve a problem
promptly. ,

12. . How can business support activities help sustain quality in an organization?
Provide examples of some that are key in supporting business and its role in
quality.

General administration: the planning and execution of the company's quality assurance
program Finance and Accounting: Responsible for obtaining funds, controlling their
use, analyzing opportunities and ensuring that the company operates well. HR
administration They are the most important resources since employees have to have
adequate skills and motivation. Quality assurance: every manager or administrator is
responsible for studying and improving the quality of the process for which they are
responsible Legal services: tries to guarantee that it complies with the laws and
regulations

13. . How does quality support the achievement of competitive advantage?

Because the products that are interested in giving better quality to customers and
satisfying their needs to the maximum are the products that have an advantage over
others that do not take this term into account as much.

14. . What did Philip Crosby mean by “Quality is free”?

I wanted to say that any company or person cannot make a quality plan. Quality is
judged exclusively according to the degree to which requirements have been met; non-
compliance is lack of quality

15. Explain the role of design quality and compliance in improving a company's
profitability.

Continuous improvement refers to both small and gradual incremental changes, for
example, large, rapid innovations or improvements; and learning involves
understanding why changes are successful through feedback between practices and
results, which gives rise to new objectives and strategies.

16. What evidence exists to replicate the statement that “Quality does not pay”?

The real problem with certification is that managers are not used to listening and
following a procedure, and in turn, for the work team it represents greater productivity,
but it does not benefit their economy.

17. . Why is it important to personalize quality principles?

Very important, improving products so that competition is less and less and products
are profitable by changing their design, lowering prices and having lower cost
manufacturing.

Discussion Questions

Discussion members: Henry Beltrán

Eric Molina
Alex Nunez
Steven Aleman
 1. Discuss how good or bad quality affects you, as a consumer. For
example, describe experiences in which your expectations were met,
exceeded, or not met when you purchased goods or services. Did your
experience change your opinion of the organization or its product? As?

Quality influences the products that one buys, that depends on whether a consumer
buys that product again or better changes supplier, such as, for example, when
purchasing a cell phone, it had a factory defect which prevented the connection. of the
internet, so I had to return to the premises and lose what was fixed. After several days
of waiting, I returned to the store and the device was still not fixed, so I had to wait a
few more days for the fix and return of the cell phone. For this reason, the product did
not meet the promoted quality as well as the help provided.

2. Discuss the importance of quality to the national interest of any country.

Given China's emergence as a global economic power, how important do
you think quality will play in its future?

Every country is interested in exporting its products, but to do so they must compete
against a world power such as China. To compete and expand national products, they
must not only produce products that people need, but also produce them with equal or
superior quality and try to offer them at a good price, but to be able to expand said
product, companies are needed in which employees do their work with love and
complying with demanding standards that must be updated over time due to market
demands.

3. One reader wrote to Business Week (July 9-16, 2007, p. 16) and noted:
“Americans have switched from Detroit's Big Three vehicles to Honda and
Toyota vehicles; not for its visual design features but for its durability,
reliability, good fuel consumption and low overall operating cost. “Detroit
needs to offer five-passenger vehicles that get 15 kilometers per liter with
100,000-mile bumper-to-bumper warranties over 10 years of ownership to
get satisfied Honda and Toyota buyers to switch.” What definitions of
quality are implied in these comments?

Manufacturing quality is implicit in this argument because they are detailing the
characteristics that a consumer needs, be it price, durability, reliability. Features that
are provided by industrial engineering and process design within manufacturing quality,
which implement the space conditions inside the vehicle, as well as durability

4. Choose a product or service to illustrate how various definitions of quality

can be applied simultaneously?
Toyota Hilux as a product

The Japanese brand TOYOTA is a great example of quality – price in the case
of its Toyota Hilux truck. It represents not only a robust piece of equipment for
cobbled roads but is also used for commercial or work use, since it meets most
aspects of the requirements. consumers and also because it currently keeps
equipment from decades ago operating in perfect conditions in rural or urban
areas and will always be within reach of any consumer.

5. Think about a product or service you are considering purchasing. Make a

list of fitness-for-use criteria that are meaningful to you.
  Optimal product performance
 Expectations that meet quality characteristics
 A reliable product with the environment
 The security that the product can give
 Durability when using a period of time
 The aesthetics of the product

6. A senior Ford executive said, “You can't have great value unless you have
great quality.” Comment on this statement. Do you agree? Why yes or
why not?

In part your comment is right and in part not, it is known that to have quality in the
manufacture of a product you need to invest either in your employees or in the
materials to manufacture said object, but if we go back to what was mentioned above,
in In the case of TOYOTA, it has high quality equipment at a good price, which is not
cheap, so to speak, but it is much more economical than the same vehicle with the
same characteristics, such as the FORD Ranger, if you compare a Toyota Hilux and a
Ford Ranger. They are trucks with the same characteristics but in terms of price the
Hilux is much cheaper, that is, it is true that it is not necessary to have an object that is
more expensive than another for it to have more quality.

7. PCWorld Magazine changed its method of rating new products to base

scores only on performance, design, and product features, abandoning
price as a criterion, although it was clearly stated. Their reasoning was
“When we used price as a criterion, prestige products often suffered by
having above-average prices, while budget items gained value-based
support. Now superior products—those that are well-designed, easier to
use, feature-rich, and packed with power—earn our highest rating.”39.
How does this approach relate to definitions of quality? Does it help or
present obstacles to consumers?

It is more related to the quality of service which allows us to provide the client with
performance standards, improving product quality and manufacturing quality since it
allows us to evaluate the design specifications without taking into account the
evaluation of money as part of the quality of the product.

8. Which definition of quality is implied in the following advertisements to

consumers? Explain your reasoning.

The answer is the literal d

a) A DirectTV ad that claims: “Now get over 150 channels for just $29.99 for 12
months.”
b) A deodorant ad that promises: “Stay dry in muggy situations.”
c) An advertisement for Paul Mitchell hair care products that states: “Repair years of
damage in minutes with the Kera Triplex two-step in-salon repair treatment. Reduces
breakage by up to 80%; improves shine up to 35%; Prevents color fading up to 67%.
Bring home the benefits of strong, healthy hair with the Awapuhi Complete Hair Care
System. Protect and nourish hair with every wash, obtain condition and style.”
d) An advertisement for Bulova watches that explains: “Most quartz watches are
accurate up to 15 seconds per month—Bulova Precisionist is accurate up to 10
seconds per year. The key is Precisionist's unique three-point quartz crystal, which
produces a vibration frequency of 262.144 kilohertz, eight times higher than the
common two-point crystal and higher than any watch available today. The Precisionist's
innovative movement design reduces the effects of temperature variation without using
a high-maintenance temperature-regulating integrated circuit. The result is an
extraordinarily precise watch, and very easy to operate.”

e) Symantec, a company that makes antivirus software and provides email storage and
security services that advertises:
no viruses
no spam
no waiting time
email done right

f) A Samsung ad explaining: “The Samsung BD-UP5000 gives you the best of the HD
worlds by bringing together Blu-ray and HD DVD capabilities in one player... with
incredible 1080p Full HD resolution, which produces up to six times the image quality
of standard definition DVDs.”

9. What do you think are the most important lessons that managers can
learn from studying the history of quality management?

One of the lessons is that at the beginning quality was not important for the products
and many companies lost many consumers because they did not have quality
standards since clients did not feel comfortable with the services provided.

Another lesson is that by not focusing on the quality of the products, they did not need
trained personnel to be in charge of finding out about the well-being of the customers,
causing many losses for companies at very large economic levels.

10. Provide some specific examples that illustrate how any of the eight forces
that will influence the future of quality are reflected in today's business
news.

Apple with its new equipment, 5G technology, online product purchases, direct service
from manufacturing companies

11. Provide specific examples of how differences between manufacturing and

service organizations are evident in a school or hospital.

In a hospital

Manufactured: tables, uniforms, gauze, alcohol, stretchers

Services: infirmary, pharmacy, cafeteria, laboratories, emergency room, operating
rooms

12. Select a service activity that you are familiar with. If you were its manager,
what “conformance to specifications” criteria would you use to monitor
it?
Internet service
Having the position of manager of a company that provides internet service at home, it
would be necessary to train all the company's employees to provide better quality
service both in customer service and in the different internet supply servers,
recognizing people who carry out their work with quality and eliminate the greatest
number of defects that prevent providing a quality service

13. Cite some examples from your own experience, where you feel the quality
of service was truly excellent, and some where it was not. What do you
think might be some of the fundamental differences in the infrastructure
and management practices of these organizations?

One of the experiences I had was the purchase of a laptop which resulted in a charger
problem and I had to take it to have it fixed, but despite having suffered this problem,
very good help from the organization's staff

14. How are people and information technology used to improve service at
your college or university?

The joint work of people with technology in the university environment to improve the
service, such as instability in enrollment dates, is to send each student who conforms
to the university a survey in which they mention the experience or disagreement during
the dates. registration process, thus asking for a comment to improve the quality of the
navigation service and not have altercations during the registration process.

15. What role has the Internet played in improving the quality of service?
What barriers would there be to the quality of the service?

The Internet has improved the availability of obtaining a service by allowing it to reach
different parts, it also allows customers to express their honest opinion of the quality of
the service. The internet also allows for better service by handling large amounts of
transactions.
A barrier would be to completely follow a series of standards that allow us to satisfy the
quality needs expected by the client.

16. This chapter noted that much of the work done in traditional
manufacturing organizations now includes services. Provide some
examples of this, based on the functions that have been illustrated in
Figure 1.2.

o When purchasing a water heater, the company provides the installation service
o Buying electrical equipment, the company provides free maintenance service for a
certain time.
o When purchasing mobile devices, the company provides an advisor who provides
the service of which electronic equipment according to the consumer's personal
criteria.
o Buying a new car, the company provides maintenance and checking of the
equipment components for a year or a certain mileage.

17. Choose an organization that you have read about or have personal
experience with and describe its sources of competitive advantage.
For each one, state whether you think quality supports your strategy
or does not support it.
One of the well-known companies is the Hyundai automotive company, which has a
competitive advantage since it has a better position compared to its rivals, ensuring its
clientele through high-quality product development at costs that are much more
accessible to its clientele, improving customer advice.

18. How can you internalize and practice quality on a personal level in your
daily activities?

To improve the quality, so to speak, in a serious person, try to share your opinions with
others without disrespect and with respect, do not use vulgar language to have
communication and finally carry out daily activities with patience, letting other people
help you if there is any. the possibility .

EPISODE 2

Answer the review questions and discussion questions in Chapter 2

Review Questions

1. How is Deming's definition of quality (“A product or service has quality if it helps
someone and enjoys a good, sustainable market”) similar to the definitions
discussed in Chapter 1?

. Deming's philosophy focuses on continuous improvements in the quality of products

and services by reducing uncertainty and variability in design, manufacturing and
service processes under the leadership of the company's top management. Deming
also proposed that higher quality leads to higher productivity, which in turn leads to
competitive strength in the long run.

2. Explain the Deming chain reaction.

Quality can be improved, costs decrease because there is less rework, fewer errors,
less inconvenient delays and better use of time and materials. Improved productivity
occurs by increasing market share with better quality and lower prices and staying in
business provides more employment.

3. Summarize Deming's 14 principles. How does each precept relate to the four
components of Profound Knowledge?

1.Create and publish a company mission and demonstrate commitment.

2. Learn the new philosophy.
3. Understand the purpose of the inspection.
4. End driven business practices
just because of the price.
5. Constantly improve the production system. And service.
6. Establish training (Training Institute).
7. Teach and institute leadership.
8. Expel fear and create confidence.
9. Optimize individual and team efforts.
10. Eliminate exhortations by work force.
11. Eliminate numerical and MBO quotas Focus on improvement.
12. Remove barriers that rob people of pride in workmanship.
13. Promote education and personal improvement.
14. Take action to achieve transformation.

4. Summarize the four elements of Profound Knowledge. How do you support

each other?

 Recognition of a system

A system is a set of functions or activities in an organization that

They operate jointly for your benefit. It is made up of many smaller subsystems that
interact with each other. Similarly, each society is made up of many individual
functions, which in an organizational chart are seen as isolated units.

 Understanding variation

The same type of variation exists in any production or service process, generally due to
factors inherent in the system design that cannot be easily controlled. Excessive
variation results in products that fail or perform erratically and inconsistent service that
does not meet customer expectations.

 Theory of Knowledge

It is a branch of philosophy that studies the nature and scope of a plan, its premises
and foundations, and the general reliability of its statements. Any rational plan, no
matter how simple, requires a prediction concerning conditions, behavior, and
comparison of performance, and such forecasts must be based on a theory

 Psychology

Psychology helps us understand people, the interactions between people

and circumstances, and between leaders and employees, as well as any management
system. It is crucial to design a work environment that promotes employee satisfaction
and well-being.

5. . What is a system? Why is “systems thinking” important for quality

management?

A system is a process of events that most organizational processes are multifunctional

The parts of a system must work together to achieve a purpose
6. Why is it essential to understand variation from a statistical perspective?

Variation from a statistical perspective allows statistical methods to be used to identify

and quantify variation to help understand it and lead to improvements.
 7. Explain the repercussions of not understanding the components of Deep
Knowledge as pointed out by Peter Scholtes.

When systems are not understood: They see what happens as something eventual,
instead of seeing it as a result of numerous interactions and interdependent forces.
They do not see the organization as a whole but as separate departments, which does
not allow them to realize that if an action is carried out in one of them it will have
consequent effects on the others; This closed vision does not allow them to see the
fundamental problem and solve it, they only focus on the symptoms.

When variations are not understood: They cannot understand past performance which
does not allow them to predict future performance. You cannot appreciate the trends
that are presented.

Blame or give credit to others, when for those people, what happened was just a matter
of luck; a situation that almost always arises because people tend to attribute
everything to human effort, heroism, weakness, error or intentional sabotage
regardless of the systemic cause.

When you don't understand psychology: You don't understand people's motivation
(why they do what they do), so they create a lack of motivation, staff turnover, and
don't understand resistance to change.

8. Explain Juran's quality trilogy.

Juran's quality trilogy is based on three main quality control processes, called the
quality trilogy:
1) quality planning: prepare to meet quality goals
2) quality control: the process of meeting quality goals during operations
3) quality improvement: the process of advancing through unprecedented levels of
performance

9. Summarize the decisive sequence that Juran advocated for quality

improvement.

Juran wanted employees to know who uses their products, whether in the next
department or another organization. Quality goals are then established based on the
satisfaction of customers and suppliers alike at a minimum combined cost. Next, the
process must be designed to generate the product that satisfies the customers' desires
and meets the quality goals under the operating conditions that have been determined.

10. . How is Juran's philosophy similar to Deming's or how is it different?

Both philosophies are very similar, as their approach towards top management
commitment, the need for improvement, the use of quality control techniques and the
importance of training are fundamental. However, Juran says Deming is wrong for
telling female managers to eliminate fear.
 11. What are the absolutes of quality management and the basic elements for
improvement proposed by Crosby? How are they similar to Deming's principles
or how are they different?

Quality means compliance with requirements, not elegance.

a) There are no so-called quality problems.

b) The economy of quality does not exist. It's always cheaper to do the job right the
first time.
c) The only performance measure of the cost of quality is the expense derived from
non-compliance.
d) The only performance standard is “zero defects” (CD). Items

12. Summarize Feigenbaume Ishikawa's fundamental contributions to modern

reasoning about quality.

The fundamental contributions in the development of the Japanese quality strategy.

 He endorsed Feigenbaum's concept of total quality.
 Influenced participatory approaches that involve all workers.
 He promoted the use of simple visual tools and statistical techniques.

13. Explain the differences between quality principles, practices, and techniques.

Practices are those activities that occur within the management system
in order to achieve high performance objectives. The tools include a wide
variety of graphical and statistical methods for planning work activities.
Infrastructure is the 7 management basics needed to function as a high-
performance organization.

14. List and briefly explain the eight principles of quality management.

 Principle 1: Customer Focus

Companies depend on their customers, and therefore must understand current and
future customer needs, satisfy all customer requirements, and strive to exceed
employee expectations.

 Principle 2: Leadership

Leaders establish the company's unity of purpose and direction. They must create and
maintain an internal environment in which employees can become fully involved to
achieve the company's objectives.

 Principle 3: Staff involvement

The staff is the essence of the company and their total commitment allows their skills to
be used for the benefit of the company.

 Principle 4: Process-based approach

A desired result is achieved more efficiently when related activities and resources are
managed as a process.

 Principle 5: System approach to management

Identifying, understanding and managing interrelated processes as a system

contributes to the efficiency and effectiveness of a company to achieve its objectives.

 Principle 6: Continuous improvement

The continuous improvement of the general performance of companies must be a

permanent objective. Continuous process improvement is achieved with the
improvement cycle.

 Principle 7: Fact-based approach to decision making

Decisions are based on the analysis of data and information. What cannot be
measured cannot be controlled, and what cannot be controlled is chaos.

 Principle 8: Mutually beneficial supplier relationships

A company and its suppliers are interdependent, and a relationship is beneficial to

increase the ability of both to create value.

15. Point out two or three practices associated with each principle of quality
management.

 System approach to management

 Continuous improvement
 A fact-based approach to decision making
 Mutually beneficial relationships with suppliers

16. . What is statistical thinking? Why is it important for managers and workers at all
levels of an organization?

Statistical thinking is a philosophy because learning and action are based on three
principles, within these there are variations and in order to be successful when applying
this thinking you must understand the processes and reduce the variations. The basis
of statistical thinking is its philosophy of learning and action, that is, how a person
reacts, processes and responds to information. The emphasis of that philosophy is on
how we acquire information from the process and how we respond to this information
with action.

17. What are the operational problems that generate excessive variation?

 Variation increases unpredictability.

 The variation reduces capacity utilization.
 The variation contributes to a "clunky" effect.
 The variation makes it difficult to find root causes.
 Variation makes it difficult to detect potential problems early.

18. Explain the difference between common and special causes of variation.
Uncontrollable variation (common causes) are a natural part of a process and special
causes of variation can be recognized and controlled (assignable). Failure to
understand these differences can increase variation in a system
19. Explain the two fundamental mistakes that directors and managers make when
trying to improve a process. Can you think of any examples from your personal
experience where such mistakes have been made?

1) Treating any failure, complaint, error, breakdown, accident or shortage as a special

cause when in reality it is due to common causes
2) Attributing any failure, complaint, error, breakdown, accident or shortage to
common causes when in reality it is due to a special cause

20. . What are the lessons from the red beads and funnel experiments? Can you
think of any examples from your experience where someone acted against
these lessons?

 Quality is made at the top.

 Rigid procedures are not enough.
 People are not always the main source of variability.
 Numerical goals often don't make sense.
 Inspection is expensive and does not improve warmth

21. . What is a quality management system (QMS)? Describe the characteristics

that a suitable one should have .

Quality Management System (QMS): A mechanism for managing and continually

improving core processes to “achieve maximum customer satisfaction at the lowest
overall cost to the organization. With the objective of having greater product conformity
and lower variation, fewer defects, waste, rework and human error and improving
productivity, efficiency and effectiveness.

22. Briefly summarize the rationale behind the ISO 9000 standards. What are your
objectives?

a. Achieve, maintain and continually seek to improve the quality of the product
(including services) in relation to requirements.
b. Improve the quality of operations to continually meet the stated and implied needs
of customers and stakeholders.
c. Provide confidence to internal management and other employees that quality
requirements are being met and improvements are being made.
d. Provide confidence to customers and other interested parties in meeting quality
requirements in the delivered product.
e. Provide confidence that quality system requirements are met.

23. . What are the three main benefits of ISO 9000 standards?

• Provides discipline . The ISO 9001 requirement for audits forces an organization to
review its quality system on a routine basis.
• Contains the fundamentals of a good quality system. This includes understanding
customer requirements, ensuring the ability to meet them, ensuring the resources of
people capable of performing work that affects quality, ensuring the physical resources
and support services necessary to meet product requirements, and ensuring that
problems are identified and corrected.
• Offers a marketing program . Organizations with ISO certification can use their
status to differentiate themselves in the eyes of customers.

24. Why are not all quality management systems effective? What can be done to
make them so?

Quality management systems are effective because they provide evidence of your
commitment to the development and implementation of the quality management
system and to continually improve its effectiveness by:

a) communicate to the organization the importance of meeting customer, statutory and

regulatory demands
b) establish the quality policy
c) ensure that quality objectives are established
d) conduct management reviews
e) ensure the availability of resources

Discussion Questions

Discussion members: Henry Beltrán

Eric Molina
Alex Nunez
Steven Aleman

1. Compare the Deming chain reaction (figure 2.1) with figure 1.3, which
proposes the relationships between quality and profitability. Analyze the
similarities and differences. Which one do you consider to be the best
model, if you had to choose one to present to a higher-ranking manager?
Can you think of a different model that covers both?

They practically establish the same principle, improvements in quality always translate
into savings throughout the production process, the difference is that the Quality and
Profitability diagram better presents the incidents of each event and is also based on
two types of improvements. in quality, conformity and design. Obviously I would
present the Quality and Profitability diagram since it is much more graphic and precise,
Deming's simplifies the sequence of events and summarizes the entire process. In my
opinion, unifying both diagrams would be redundant since they practically present the
same information, but in a different way.

2. Analyze the interrelationships of Deming's 14 principles. How do you

support each other? Why should they be seen as a whole and not
separately?
The principles are separated by certain specific characteristics as summarized in
Deming's deep knowledge system, some principles are presented or should be
implemented after others such as education and personal improvement after workforce
training, others principles could not be implemented if others were not met, such as
creating trust and expelling fear without eliminating the barriers that steal a person's
pride or without eliminating numerical quotas, since these factors make the work
environment stressful.

3. The following themes constitute the foundations of Deming's philosophy.

Classify the 14 principles into three categories and discuss
commonalities within each category.

The principles: 7,8,9,10,11,12,

Construction of cooperation.

Improving relations between manager and worker.

The principles: 1,2,3,5

Purpose and organizational mission.

Revolution of the philosophy of administration.

The principles: 4,6,13,14

Quantitative goals.

Elimination of improvised decisions.

4. The original version of Deming's 14 principles (developed in the early

1980s) is presented in Table 2.4. Contrast each of these principles with
the revised version in Table 2.1 presented in this chapter. Explain the
implications of the changes. Why would Deming have made those
changes?

The changes made are primarily noticeable in the simplification of principles that were
implemented differently in certain sectors, as well as 11 a and 11 b, it also restates
certain principles in a different way, since in the original version the principles are given
as a specific orders such as stop and finish while in the new version these are imposed
with an understanding approach, which seeks to learn and understand why before
implementing a principle.

5. Propose ways in which company management can recognize the

existence of fear in an organization. What strategies could they use to
address and eliminate it?
An easy way to recognize fear would be a lack of criticism or recommendations from
the workforce, as well as mass but faulty production. These would be indicators that in
the work environment people do not have the confidence to talk to higher officials.

To eradicate this problem, extracurricular activities could be implemented, such as

forming a team to practice a sport, carrying out joint activities such as workshops
including senior management, and also an option would be the implementation of
educational or training systems seeking to show the way to the dialogue and
integration by management.

6. Explain how Deming's 14 principles can be applied in an academic

setting. How would it be possible to improve learning and achievement in
the classroom if Deming's philosophy were applied?

In this case, the managerial part would be replaced by the academic tutor or teacher,
who would seek to implement a fear-free environment, motivating the group to learn
more even by themselves, leadership could at the same time be transmitted to those
students who excel in certain topics to carry out tutorials with students who need help
on certain topics.

7. In a videotape made in 1993, Deming tells the story of an executive who

spent an entire day flying from one city to another, changing planes
several times, because her company's logistics department received a
cheaper rate than if she took a direct flight. How does this example violate
the concepts of Deep Knowledge and the 14 principles, and what should
the company do about it?

It violates principle 4 because the company is making decisions solely based on the
price that the cost of flights means to it, however, it does not pay attention to the
comfort of its employee. Regarding in-depth knowledge, this goes against the
psychology of dealing with personnel since the aim is to make the workforce feel proud
of their work.

To correct this problem, the company should treat the staff more delicately and
although these expenses represent a high cost, a type of compensation could be
implemented for the employee such as better pay or comfortable accommodation with
due apologies for the problem on the flight.

8. Melissa Clare works for a software company as a technical support

representative. Your responsibilities include answering the phone,
providing information to customers, and resolving technical issues. His
supervisor told him to be polite and not rush calling customers. However,
the supervisor also told him that he must answer an average of 15 calls
per hour so that the department's account manager can meet his budget.
Melissa comes home every day frustrated because the computer is slow
 to provide the information she needs and sometimes provides the wrong
data, forcing her to consult complex manuals. When she feels pressed for
time, she ends the call prematurely or provides only the minimum
necessary prompt. What would Deming say about this situation? Explain
which of the 14 principles could be violated. Based on Deming's rules,
make a plan to improve this situation.

Some Deming principles that are related to each other are violated, such as: 11.a and
11.b, these two principles are violated because the work system is based on numerical
goals for Melissa and set by objectives on the part. of the account manager both are
subject to a system that should be replaced.

Principle 12 could be implemented by improving the computer that Melissa uses to

make her work much more effective, this would make her feel satisfied with the work
environment, she should be trained in the use of manuals so that she can better
perform her role. and eliminate numerical work goals, but to do this the manager
should eliminate his plan by objectives and implement these improvements to draw up
a true work plan based on the company's capacity.

9. What impact would Deming's Profound Knowledge have on Wall Street

traders who, when buying and selling, react slightly wildly to daily
government news and economic reports ?

It would have a high impact since in this way ways could be developed to show
everything in a less aggressive way to the population so that it could be controlled
better, at the same time it would also be a way of increasing discontent, thereby which
is done by motivating to improve the country's productive matrix.

10. Think about a system you are familiar with, such as your university,
fraternity, or student organization. What is the purpose of that system?
What would it mean to optimize it?

The purpose of this Student Association system is to improve the quality of the student
through participation in the teaching council, development of extracurricular activities in
order to improve the student's stay at the university, it can be optimized by creating a
larger Association great with the union of all those that make up the university in order
to develop more ideas about student well-being.

11. Which philosophy (Deming's, Juran's, or Crosby's) most closely matches

your way of thinking and experience? Explain why.

Deming's, since a person when under more pressure can maximize their potential in
the same way when they are excessively praised their productive capacity decreases.

12. Review the “Quality Profiles” presented at the beginning of Chapter 1 and
this chapter. List the specific practices mentioned in these examples and
how they support the quality management principles shown in Table 2.2.
 They take into account user-oriented quality, each employee spends one hour each
week on the phone taking orders and responding to customer requests. (Customer
Focus)
 Employees are selected for leadership development based on their support of the
company's core value. (Leadership)
 Solicit input from customers to improve your products . (People's participation)
 Fear is useless, trust is needed, work teams are formed to maintain trust among
everyone (Systems approach to administration )
 Complaints can be resolved without the need to go to management. (Process
method)

13. Think about the experiences you have had as an employee at a company.
How would you apply the quality management principles and practices
presented in Tables 2.2 and 2.3 to improve that organization?

For example, in the case of Customer Focus, it can be applied in a metalworking area,
in order to create personalized door models in order to offer a product that is the most
original and quality for the buyer.
Another case may be the process method with ideas to optimize the construction
processes of elements on lathes through the use of other types of cutting tools or
implementation of CNC.

14. List some examples of variation that you see in your daily life. Would they
be classified as common or special causes? How would they be reduced?

Failures in Chinese products can be improved by changing the design and selection of
materials to offer products that last much longer.
Remains of burrs on plastic products that can be eliminated through quality control of
the outgoing products.

15. One of our former students, whose hobby is sewing, observed that it is
often difficult to control thread tension (tension versus lack of stitch
tension) as it usually shows variation. He learned from experience that if
you adjust the tension every time a stitch comes out too tight or too
loose, you usually make things worse. However, other times, the stitch is
clearly bad and requires adjustment. Explain how your observations are
similar to statistical thinking. Can you think of other situations in your life
that illustrate these concepts?

Through experience and the time you have spent with the machine you develop an
ability to know when and how it can fail, since you already know how you have been
doing it during the time you have been in charge of the machine.
Another example of this could be that of a gearbox which works in a different way,
sometimes the gears enter and other times they don't, so certain turns must be made
in order for the gear to enter without ringing.

16. Review the following ISO 9000 requirements. Which directly helps control
or improve quality, and which does not? In the case of those who do not
help, why do you consider that to be part of the norm?

a) “The organization must determine the requirements specified by the customer.” Yes
help

b) “Records of management reviews should be kept. Does not help, but helps to
maintain the order of outflow and inflow of foreign currency

c ) “[…] documentation should include […] the necessary paperwork […] to ensure
effective planning, operation and control of your processes […]” If it helps

d) “[…] must determine that monitoring and measurement are carried out […] to
provide evidence that the product meets the determined requirements.” Yes help

e) “The quality management system […] must include a quality control manual.” Yes
help

f) “[…] establish and implement the inspection or other activities necessary to ensure
that the purchased product meets the specified requirements.” Yes help.