MacauStudiesinManagementSeriesNo.2iIII.IIIIIIIIj,t'lI',QUALITYTheoryandPracticeNelsonJosedosSantosAntoniouclleiCd,.,,!ace!TOM'-..1../[f9

MACAUSTUDIESINMANAGEMENTSERIESN0.2BYTHEFACULTYOFBUSINESSADMINISTRATIONUNIVERSITYOFMACAUQuality:TheoryandPracticeNelsonJosedosSantosAntonioFacultyofBusinessAdministrationUniversityofMacauPUBLISHEDBYMACAUFOUNDATION

TitleAuthorSeriesEditorPublishedby©MacauFoundationPrintedbyDistributedbyPrice:Quality:TheoryandPractice(OriginallypublishedinPortugueseas"Qualidade-TeoriaePratica"):NelsonJosedosSantosAntonio:MacauStudiesinManagementNo.2:NelsonJosedosSantosAntonio:MacauFoundation(Apartado3025,Macau)December,1995:TipografiaWelfareLda.:CulturalPlazaMacauLtd.:MOP$50ISBN972-8147-61-9

Quality-TheoryandPracticeNELSONJOSEDOSSANTOSANTONIO

Tomymother,Benvinda

Quality-TheoryandPracticePREFACEThisbookshouldraisetheinterestofallthosewhoareorwishtobeinvolvedinactivitieswhichconcernquality.ItspurposeistogiveconceptsandideasthatmightprovideaPortuguesemovementforquality.Itisourjobtoliveinqualityandwithquality.Onepleadsforqualityasamanagementphilosophysharedbyallthosewhoworkforafirm.Todevelopandestablishamanagementphilosophywhichincludesqualityasoneofitsmainpillarsisnotaneasytaskthatcanbeaccomplishedbyonlyafewpeople.NotverylongagowecouldreadintheFinancialTimes(15April1991)'Theunionshavebeenurgedtousenewmanagementtechniquesthatcontributetoimprovethequalityofproducts...Accordingtothepublication(ofTUC)thisshouldbethemainthemeofdiscussionofunionleadersinthecurrentyear;membersofunionsareadvisedtolearnasmuchaspossibleonmanagerialtechniquesofhumanresourcesandonmanagementoftotalquaIity.'Thejourneytoreachquality,beyondspecificcompetenceinthisarea,demandmuchdedication,perseveranceandpatience.Thisisthekindoftaskthatwillnotbecompletelyachievedinseveralmonthsorevenyears.ThereforeitisurgentthatthePortuguesemovementforqualityisprovokedanddevelopedbecausequalityisabasicpartofthecompetitivenessoftheneweconomy.Althoughqualityisnottheonlyconcernofafirm,itmaybecome,ifitisassumedbythemanagement,theunifyingcomponentofthemanyexistingwills.Apartofthecontentsofthisbookrepresentsthefruitofourexperience,theauthor'sandtwocolleagues'-AlbinoLopesandLuisReto-inaprojectfortheintroductionofqualitycirclesinaPortuguesepublicenterprise.Iwouldliketothankmycolleaguesandallthosewhohaveparticipatedinthatproject.Macau,22-4-9I

Quality-TheoryandPracticePREFACETOTHEENGLISHEDITIONTheeditionofthisbookintheEnglishLanguagehasforcedmetoconsiderdifferentpossibilitiesand,amongthem,itseventualrevision.IhavechosentopublishitunalteredasIbelieveitscontentstobestilluptodate.Withthisbook,theissueofqualityisnot,ofcause,exhausted.Myonlyintentionwastoprovidethebasicknowledgeforanymanagerwillingtothriveontheroadsofquality.IsincerelyhopethatthisbookwillgiveacontributiontoallthoseinMacauwhofeeltheneedtothinkaboutquality.NelsonJosedosSantosAntonioMacauNovember1995

Quality-TheoryandPracticeTableofContentsCASE51.QUALITY121.1WhyQuality?132.QUALITY/PRODUCTIVITY172.1Taylorism/Productivity/Quality/Involvement202.2Taylorism222.3ModelofProductivity243.QUALITY/COST263.1CostsILearningCurve293.1.1TheLearningFunction313.1.2CausesoftheLearningCurve324.QUALITY/EFFICIENCYIEFFICACY355.THEJAPANESEQUALITYMOVEMENT405.1LaborRelations435.2SystemsofSharingInformation445.2.1JointConsultationSystem445.2.2TheRoleoftheFirst-lineSupervisors455.2.3QualityCircles465.3ChronologyofTheJapaneseQualityMovement475.3.1ChronologyoftheJapaneseQualityMovement506.QUALITY:CONCEPTSANDDEFINITIONS536.1DefinitionofQuality566.2TheDifferentAspectsofQuality596.3Tri-dimensionalApproachToQuality636.3.1TechnologicalQuality636.3.2CustomersISuppliers656.3.3Organization/HumanResources69

Quality-TheoryandPractice7.THEGURUSOFQUALITY7.1Deming,EdwardW.7.2Juran,JosephM.7.3Feigenbaum,ArmandV.7.4Crosby,PhilipB.7.5Ishikawa,Karou8.IMPLEMENTINGQUALITYCIRCLESBIBLIOGRAPHYINDEX747679818385879495

MacauStudiesinManagementSeriesNo.IEditedbyProfNelsonSantosAntonioQualityManagement:l00Questions&AnswersQualityReseachGroup,FacultyofBusinessAdministrationUniversityofMacauISBN972-8147-71-6164pages1995paperThefirstvolumeofajointinitiativeoftheMacauFundationandtheFacultyofBusinessAdministration,UniversityofMacau,underthetitle"MacauStud-iesinManagementSeries".Theworktakesa"questionandanswer"typeapproachforfirsthandreaderstoappreciatethevariousaspectofqualitymanagement.CoveredinthebookaremanydifferentapproachestoTotalQualtiyManagementsuchasStatisticalProcessControl,QualityControlCircles,Kaizenactivities,Cross-FunctionalManagement,QualityFunctionDeployment,organizationalchangeprocessforqualityandalsoISO9000certification.WhilepreparedmainlyfornewcomersinQualityManagement,thecomprehensivenessandconveniencebroughtbythispublicationshouldproveusefulforqualitypractitioners,researchersandtrainersaswell.Forfurtherinformation,pleasecontact:MacauFoundationP.O.BOX3052MacauTel:345977Fax:345979

Q11ali1_1·:Theoryw11Il'mc1icedescrihestheimportanceofqualityconsciousnessinanyorgani-zationstrivingforcompetitiveadvantageinthisever-changingworldofbusiness.Thetextexplainsthepracticesofqualitymanagementthroughemphasizingitsinteractionswithmanyimportantconceptsinmodernbusinessmanagementsuchasthelearningeffectphenomenon.groupdynamicstheory.systemtheoryofthefirm.competitivestrategicplanningandculturalinfluencesonmanagementpractices.Italsoexplainsthedoctrinesofsomeofthemostinllucn-tialfiguresinthehistoryofqualitymanagementandisequippedwithaveryvividandreallifecaseillustration.Q11ali1y:71,eoryandl'mc1iceisnotonlyintendedfortheundergraduateandpostgraduatestu-dentsinmanagement.Anybodyfromthechiefexecutivetothelaymanwhoisengagedinactiv-itieswhichconcernqualityshouldfinditinterestingandcomprehensive.NelsonJosedosSantosAntc\nioisProfessorofComparativeManagementandDeanofFacultyofBusinessAdministrationoftheUniversityofMacau.HereceivedhisPhDfromHergischenUnivcrsitatWuppertal.Germanyandhasresearchedandpublishedextensivelyinthefieldsofqualitymanagement.culturalinfulcnccsonmanagememandcomparativemanagementaswell.ApartfrombeingaconsultantforvariousprivateandpublicorganizationsinPortugal.MacauandChina.heisalsoafullprofessoratthelnstitutoSuperiordeCicnciasdoTrabalhoedaEmprcsa(ISCTI-:).Portugal.ISBN-972-8147-61-9